PROFESSIONAL OBJECTIVE:

• I am a senior level Desktop Engineer/Analyst with 8 plus years of professional experience in stand - alone, networked and remote accessed hardware and software management.
• End-user support skills include completing service calls, providing level 2 and 3 in-person and remote support to customers and assuming team lead responsibilities
• Projects and process changes, as well as network upgrades and regular maintenance, desktop troubleshooting, and software upgrades.

SUMMARY:

• Professional with 8+ years of experience in IT primarily providing technical support for various organizations.
• Completed Project Management (Intermediate level).
• Proficient at utilizing project management methods and tools (MS Project, MS Office, MS Visio).
• Completed Oracle and SQL WebEx classes.
• Cisco Video Teleconferencing support and call managing.
• Apple Macintosh software and hardware support.
• Proven ability to maintain a professional decorum and work with all levels of management.
• Committed to maintaining up-to-date knowledge of the industry.
• Effective decision maker with a reputation for accurately assessing situations.
• Highly analytical, detail oriented, and ability to work with high profile projects.
• Ability to work under pressure and meet tight deadlines.
• Strong time management skills and sense of timeliness in meeting commitments.
• Excellent presentation and communication skills, both oral and written.
• Excellent multi-tasking skills. Prioritizes and performs a variety of concurrent tasks with minimal direction.
• Experienced in use of Microsoft Project, Excel, Word and PowerPoint for varied communications.
• Excellent ability to prioritize and manage multiple projects and tasks.
• Outstanding organizational skills, attention to detail and accuracy.
• Pro-active, enthusiastic, adaptable and results driven.

TECHNICAL SKILLS:

Operating Systems, Technologies/Tools: MS Windows (All Versions), MS Enterprise Manager, Office Suite (Windows and Mac) all versions including Office 365, MS Project, MS Visio, Macintosh (All Versions)

Ticket Systems: HP Service Manager, Service now and TrackIt.

Antivirus: Symantec and McAfee.

Remote Desktop Support Tools: Windows Remote Desktop, Team viewer, BOMGAR, gotomeeting, gotoAssist, Citrix tools such as XenDesktop, XenApp, XenMobile, NetScaler, Provisioning Services, Citrix Receiver, Storefront, Webex and Apple Remote Desktop.

VPN software: Forticlient

Platforms: Windows OS Support, EUC Admin, Desktop deployment, Infra Performance and Optimization, Desktop Imaging (Windows and Mac).

Virtualization: VMWare Horizon Suite (Horizon View, Horizon Mirage and Horizon Workspace) to administrator and deliver desktops applications and secure data on a variety of end point devices.

Tool: Installing, configure and maintain Mac, PC, peripherals (local and network printers, scanners), and other end user equipment such as Blackberries, phones, cell phones, PDAs, iPhones, iPads, tough books and tough pads.

Networking/tools/software: (LAN/WAN and wireless). SQL.Microsoft SharePoint development and maintenance.Troubleshooting printers’ scanners. Installation/re-installation/configuration /troubleshooting of software/applications, e-mail client and anti-virus software such as Symantec Endpoint.Familiar with basic concepts of Windows client-server architecture.TCP/IP, DNS, DHCP, WINS, and SMTP.

PROFESSIONAL EXPERIENCE:

Confidential, New York City, NY

Sr. Desktop Support Analyst

Responsibilities:

• Responsible for handling help desk requests and contributing to problem resolution by giving in-person, hands-on support to end users at the desktop level.
• Managing and processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Enforce request handling and escalation policies and procedures.
• Producing and maintaining automated software/patch deployment mechanisms using SCCM.
• Maintaining and updating Active directory records for the entire organization.
• Imaging, patching and preparing computers to be deployed to end users.
• Developing, maintaining and deploying system images, and consistent configuration across all desktop platforms in order to provide the best user experience.
• Leveraging enterprise third party tools to secure and configure an enterprise desktop environment.
• Maintain and provision desktop, laptop, tablet, mobile devices, printers, projectors and other office equipment supported by the IT Department.
• Educating end users on IT systems.
• Supporting Mac users remotely and in person with any issue related to desktop support.
• Utilizing Group Policy Management.
• Extensively working with Active Directory and maintaining/updating AD objects accurately.
• Working with Office 365 suite of tools.
• Automating software application deployments utilizing PowerShell scripting and other 3rd party remote management tools with minimal disruption to users.
• Assisting users with issues related to networks, TCP/IP protocol, firewalls, ports, DNS and DHCP.
• Resolving problems related to VPN software client’s support and troubleshooting.
• Managing the implementation, support and orchestration of enterprise virus protection, security and patch management.
• Managing and tracking IT inventory of laptops. Desktops, tablets and other IT equipment.

Confidential, New York City, NY

Sr. Systems Analyst/LAN Admin

Responsibilities:

• Provided technical support to Coned employees throughout the Manhattan region.
• Software/hardware troubleshooting, LAN/WAN network support for 25,000 + users in various departments of ConEdison.
• Responsible for the installation and client profile/setup of PCs, printers and other associated equipment for all new and replacement PCs, laptops, and mobile data terminals (MDT/field devices) being deployed.
• Building workstations via SCCM. Installing and configuring appropriate software and drivers to be ensure proper workstation build before implementation.
• Packaged and Deployed applications within SCCM.
• Installed, configured and troubleshoot the application through Citrix /SCCM for clients.
• Act as liaison between clients and all groups in Information Technology to help ensure continuity of support and timely responses to issues that may arise.
• Escalated problems to appropriate groups/areas within an appropriate timeframe.
• Maintained familiarity with network monitoring tools/utilities.
• Responsible for performing administrative and procedural duties as required on a daily/monthly timetable such as software compliance audits.
• Utilized Active Directory to maintain and service machine on and off the network.
• IT Facility Inspections, worked with ticketing system and developing and/or modifying procedures.
• Provided off-hours on call support on a pre-defined schedule.
• Supported operating organizations during corporate emergencies.
• Performed other related assignments or projects as required.
• Provided on-site troubleshooting, problem diagnosis and resolution, and general support for the corporate computing infrastructure installed at company locations.
• Operated in all of Con Edison's various sites and environments, such as Headquarters Buildings, Power Plants, and Substations.
• Provide backup support to Team Leader whenever needed.
• Developed and maintaining browser-based collaboration and document management platform using Microsoft SharePoint.
• Provided remote support to users using BOMGAR and Windows Remote Desktop connection.
• Managed computer equipment inventory from purchasing to disposal.
• Utilized HP Service Manager for day to day user requirements and monitoring work.
• Troubleshoot various department specific software including but not limited to Logica Suite WMS (Work Management System) applications, JTS applications, Mobile Field, Mobile Dispatch, Oracle, Java, Relay Apps, Transmitter Tools, Fluke, Matermate and several web based utility applications.
• Provided technical assistance with the VPN client issues and virtual applications such as Byers, Visions and SOMIS.

Confidential, Uniondale, NY

Technical Support Specialist

Responsibilities:

• Level 2 and 3 support of IT business processes for hardware and software.
• Accurately managing IT asset inventory and software licensing compliance.
• Identifying and addressing complex usability problems.
• Primary for running Backup jobs and Secondary for infrastructural changes needed by Network and Security teams
• Managing various user accounts such as Windows domain, email, Active Directory, and Oracle Financials time management.
• Imaged pushed applications to PC’s and Laptops via SCCM.
• Support for SharePoint 2010 calendars, and workflow portals as well as ensuring that the appropriate levels of security are maintained while enabling users to complete their work effectively.
• Utilized VMware Suite technologies such as VMware Horizon View for desktop virtualization.
• Created and deployed images using VMware Horizon Mirage for both physical and virtual desktops.
• Managed shared workspace on the company network for data and applications using VMware Horizon.
• Appling business/technical support concepts to analyze application problems and resolve complex issues that may have strategic impact.
• Responsible for new hire and termination process including managing of VPN and exchange mailbox access for over 50 employees.
• Gathering, analyzing, reviewing, categorizing and overseeing ticket assignments for technical support.
• Ensuring that help desk performance exceeds various statistical and reporting metrics while also assisting with implementing changes necessary to improve.
• Assisting staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Ensured desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Trained and oriented staff on use of hardware and software.

Confidential, NYC, NY

Desktop Support Technician

Responsibilities:

• Monitored open ticket queues to ensure that all calls are updated and/or assigned until resolution.
• Managed and supported back-up processes as appropriate.
• Assessed existing desktop hardware to determine component and equipment needs.
• Responsible for Desktop Computing procurement process inclusive of laptop & desktop PC’s, printers.
• Building workstations via “PXE boot via SCCM”. Installing and configuring appropriate software and drivers to be ensure proper workstation build before implementation.
• Performed all variations of Moves, Add and change orders.
• Installed, configured and maintained network and local printers as well as new peripherals and components such PC memory, drivers, local software, etc.
• Responsible for providing new scripts and/or fixes into the Problem Tracking System’s knowledge database

Confidential, NY

Support Engineer

Responsibilities:

• Provided tier I support to requests and inquiries from college students and staff.
• Assisted end users by identifying and solving problems related to computers, hardware and software and provided self-written documentation to assist with technical requests.
• Provided junior administrative assistance including resetting passwords, unlocking accounts, processing new account request, permission management, and software installations.
• Identified and resolved computer related problems using SMS remote software utility.
• Supported users who worked from home and connected to company network through VPN and ensured connection was maintained throughout the work day.
• Mapped network drives, printers, and email accounts upon request.
• Supported over 50 employees throughout the college staff.
• Assisted customers with web-based applications such as OWA (Outlook Web Access).
• Acted as Senior Help Desk Technician when needed.
• Responsible for transferring and supporting end users’ Outlook profiles and mailboxes onto a new exchange server (version 5.5 to 2003).

Confidential, Brooklyn, NY

Technical Support Analyst/Technician

Responsibilities:

• Monitored open ticket queues to ensure that all calls are updated and/or assigned until resolution.
• Managed and supported back-up processes as appropriate.
• Assessed existing desktop hardware to determine component and equipment needs.
• Responsible for Desktop Computing procurement process inclusive of laptop & desktop PC’s, printers.
• Building workstations via “PXE boot via SCCM”. Installing and configuring appropriate software and drivers to be ensure proper workstation build before implementation.
• Performed all variations of moves, add and change orders.
• Installed, configured and maintained network and local printers as well as new peripherals and components such PC memory, drivers, local software, etc.
• Responsible for providing new scripts and/or fixes into the Problem Tracking System’s knowledge database

Confidential, NY

Desktop Support Technician

Responsibilities:

• Diagnosing and troubleshooting desktop system, printer and operating problems.
• Consulting and instructing users on hardware and software questions/issues.
• Collaborate with IT Service Center and Network Infrastructure teams.
• Install, maintain and upgrade equipment and its associated infrastructure.
• Ran diagnostic tests to isolate system problems and made recommendations for potential solutions.
• Supported Operating Systems Windows, OS-X.
• Assisted students with issues related to MS Office (Windows and Mac) software.
• Created and deployed Mac images.
• Assisted users remotely using Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC.
• Assisted with Operating systems rollouts of new OS and software.
• Removed viruses and spyware using various tools.
• Identified, researched and resolved technical problems.
• Responded to telephone calls, email and dispatched requests for technical support.
• Documented, tracked and monitored the problem to ensure a timely resolution.
• Installed, configure and maintain Mac, PC, peripherals (local and network printers, scanners), and other end user equipment such as cell phones and PDAs.

Confidential, Brooklyn, NY

Help Desk Tech Assistant

Responsibilities:

• Maintained and troubleshoot desktop and laptop workstations, as well as scanners, printers, cell phones and peripherals, including software/hardware installation, configuration, and spyware/virus removal.
• Maintained communications with users during the problem resolution process and setting realistic expectations to resolve this problem.
• Prioritized and responded to requests for technical assistance with patience, discretion, and understanding. Identify and escalate situations requiring urgent attention.
• Maintained accurate inventory database and daily work order log report.
• Imaged, repaired and upgrade new and used computers to maintain maximum performance.
• Troubleshoot network hubs, switches and server.
• Support and install Microsoft Office Suite product, Windows Operating System and McIntosh OS and application.
• Called software and hardware vendors for technical support and service regarding defective products and warranties.
• Installed new network wiring, wall jacks and patch panel.