TECHNICAL SKILLS:

• Server OS 2012, 2008, 2003 R2
• Desktop OS, XP, 7, 8, 8.1, 10
• Office 365, Mac OS X, MS Office 7, 10, 13, 16
• Active Directory
• TCP/IP
• LAN/WAN
• Windows Migration
• Citrix
• Epic
• Service Now Ticketing System
• Configuration Switches
• Wireless Networking
• GNS3
• VMware
• Putty
• Cisco VOIP
• Cisco AnyConnect Seamless VPN
• Cisco Routers - Switches
• Server Racking
• Patch Cabling
• Networking/ Protocols
• Operating systems
• PC Hardware
• PC Software
• Connected Backup
• OneDrive
• Microsoft SQL Server Management Studio
• Microsoft Office Suite
• Java
• Imaging Ghost
• Microsoft SCCM Imaging
• SCCM, ITIL Foundation, PHP
• Oracle Database 10g and11g
• Symantec Endpoint Encryption
• AWS, EC2, S3, Lambda, Load Balancing, Auto scaling, RDS
• DreamweaverCS6
• Adobe Photoshop CS2
• Adobe Illustrator CS2
• Adobe Photoshop
• Elements 4.0
• BMC Remedy Ticketing System, DNS, DHCP, NAT, NAS
• Python, Ruby, Client VPN/RSA VPN Token, Biopharmaceutical
• ELN
• SOP
• GXP
• SLA
• SciFinder

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Help Desk Analyst

Responsibilities:

• Provide help desk support to over 600 + users across Massachusetts and other locations across the US
• Utilize Active Directory to perform password resets, add/delete users, account management and to push out software to users
• Working on a migration from Office 2010 to Office 365 for all users across Massachusetts and other locations
• Utilized SCCM for imaging, configuration, and adding machines to the Confidential domain and assigned to users
• Performed mobile setup for iPhones and Androids devises as well as configuring for emails and calendar
• Installed and configured End Point Protection antivirus on all Lenovo laptops before deployment to users
• Break fix apple devises such as MacBook Air, MacBook Pro as well as placing them on the Confidential domain
• Accessed AD to unlocked users’ account and password reset as well disabled accounts upon departure from the company
• Pushed applications from AD to Lenovo’s laptops upon requested by the clients and managers approval
• Use Service Now ticketing system to access all requests for all IT related issues across Confidential
• Imaged and re-imaged windows 7 Pro Lenovo laptops for new and existing Confidential users
• Troubleshoot TCP/IP protocol for any malfunction devices, laptops and printers n the Confidential network
• Installed and Configured Cisco Juniper VPN for all new clients before laptops can be handed to the end users
• Set up new laptops for all new hires after receiving work order tickets from Service Now and managers approval
• Install and configure all software request from the end users onsite and remotely by using Connect Wise desktop tool
• Archive Office 2010 email for all Confidential clients when mailbox sizes are getting full on memory

Confidential, Cambridge, Ma

Desktop Support Network Technician

Responsibilities:

• Remained at Shire Pharmaceutical after the transition from Confidential providing IT support
• Served as the first point of contact for both L- Confidential users and L-Shire users in daily basics
• Accessed Active Directory with ADM account to unlock L-Shire users’ accounts onsite
• Supported Office 365, Outlook 2016 for onsite offsite users across the company network using solid communication
• Re-imaged Dell laptops for new and existent users, mark deployed, and inventory them using LANDesk
• Used BMC Remedy Ticketing System service management for any IT related issues/requests throughout the company
• Troubleshoot TCP/IP protocol when devices are malfunctioning on the network
• Add new printers onto the network by assigning static IP by turning on DHCP
• Set up new iPhone and Android devices by accessing Mobile Iron server for MDM
• Work with Windows sever R2 and Active Directory administrative center
• Patch cables with our network engineer throughout the IDFs, switches and routers
• Completed all s on time as they become available and report to my manager
• Remote to users laptops via LANDesk/Microsoft Configuration Manager Control for remote users and onsite assistance
• Accessed Asset Management to manage computers and tablets for all new and old users

Confidential, Cambridge, Ma

Technical Analyst Network Support

Responsibilities:

• Worked at Confidential Pharmaceutical supporting R&D Site by providing IT support
• Provided remote support to offsite users by using Microsoft Configuration Manager Control viewer/ Computer Manger/ LogMeIn, LANDESK Workspace for onsite users
• Used LANDESK workspace to pushing out software to users’ laptop remotely in CORP
• Prepared laptops with Ghost Imaging software for new hires and existing users
• Performed break fix on Mac OS X apple laptops, MacBook Air, MacBook Pro for some of the clients
• Used BMC Remedy IT Service Management ticketing system for any IT related issues
• Added all DELL E7440, E7450 Laptops onto Confidential Corp domain
• Occasionally supported Audio/Visual functions of the company A/V system at meetings
• Supported and upgraded Outlook 2013 and 2010 for internal and external users
• Accessed Active Directory for computers, to add users, groups, and organizational units
• Worked closely with our Network Engineer on racking, cables stack, configuring routers / switches throughout our IDFs
• Installed and configured Cisco WebEx Meeting for new and existing users to Outlook
• Called and chatted with Dell for any hardware related issues after troubleshooting/diagnosis
• Worked with Windows Server 2008 R2 Active directory administrative Center
• Accessed Mobile Iron Admin Portal to manage users iPhones/iPads follow by work orders
• Installed and configured RSA VPN Token for users to connect from homes and off sites
• Collected laptops, iPhones, iPads from users and place them to the Employee Departure Log via SharePoint site and into our inventory for 60 days before deployment or reuse
• Used SharePoint Asset Assignment Manager to assigned Dell laptops to the clients

Confidential, Brookline, MA

Desktop Support Technician

Responsibilities:

• Worked in a school environment for the blind providing IT support to the staff
• FMX: Facility Management Express software ticketing system for all the IT needs
• Utilized Active Directory for managing Users, Groups, Computers, Organizational Units
• Imaged Dell desktops 3020/380 and Surface Pro 3 Tablets for new and existing users
• Responsible for putting Dell Desktops and Tablets onto MABLIND domain, Windows 10
• Installed and configured ESET Endpoint protection antivirus software from a flash drive
• Installed and configured Office 365 and Outlook 2013 for all staff at MAB community
• Setup Cisco WebEx online meeting for all staff at all three locations via LogMeIn
• Used LogMeIn for remote access to resolved any IT related issues at different sites
• Added printers and configuring them onto end users laptops and tablets after imaging

Confidential, Lynn, MA

Desktop Support Specialist/Network

Responsibilities:

• Active Directory Administration for new users, editing users, or terminating users
• Used Windows Server 2008 R2 Stander to manage printers computers for all locations
• Used Spicewoks ticketing system to manage helpdesk requests for all IT related
• Created Symantec Ghost images for various divisions for laptops, desktops and tablets
• Deployed/installed new printers by assigning IPs as well as placed them on print severs
• Installed and configured Microsoft office 2007 for new and existence end users
• Performed computer repairs and virus/malware cleanup for end users when requested
• Installed and configured Symantec Endpoint protection on all users laptops and PCs
• Troubleshot EPIC related issues for the nurses/doctors and other staff at LCHC
• Performed onsite/off site VPN access to troubleshooting computers and network issues
• Accessed Asset Management to manage computers and tablets for all new and old users
• Made routine moves, additions, and/or changes on the office VoIP system and provide support for VoIP users through LCHC locations as well as assigned numbers
• Assigned new extensions on new phones for all new users as well disabled them
• Addressed LAN connectivity issues for all staff at LCHC as well as troubleshooting
• Logged into OCHIN to give desktops, laptops, tablets computers accessed to the server
• Mapped and set up Epic/Ochin printers for new requests as well as deploying and configuring

Confidential, Cambridge, MA

Desktop Support/Printer Operations

Responsibilities:

• Installed and supported users in desktop operation systems, such as windows7, 8.1,Vista
• Troubleshot and resolved desktop and laptop issues remotely and at desks
• Troubleshot and performed break fix on network printers and added printers to print station queue
• Supported Zebra, HP, Xerox, Lexmark, Dell, IBM, Konica Minolta and Ricoh printers
• Maintained and ensured all details of request are met within service desks SLA’s
• Used the Service Now ticketing system to resolve Help Desk tickets for issues and requests regarding laboratory computers including software upgrades, Windows OS upgrades and troubleshooting
• Troubleshot and configured PST files/OST file regarding Microsoft office 365
• Imaged and reimaged desktops laptops using Microsoft Image for new or existence users
• Wiped all desktops/laptops for disposal by using SDS Disposal software
• Used Connected Backup to back up users data and retrieve it after reimaging or disaster

Confidential, Boston, MA

PC Technician/ Network Technician

Responsibilities:

• Responsible for installing, troubleshooting, backup, configuration, security, upgrade,
• Worked on recovering as well as transferring data onto external devices as well as Virus Removal
• Strong knowledge in Cisco Routers switches with different Routing Protocols
• Windows migration, upgrading by using the latest operating systems, windows 10,8,8.1,7
• Working with hardware and software, repairing machines and configuring internet security and deploying Windows 7 using the windows 7 deployment tool kit
• Helped set up and maintain servers and end user applications as needed and setup/maintain end users as well as using good communication skills
• Created and deployed desktop/laptop images for all PCs hardware used by the end users
• Provided computer repair services and virus/malware cleanup to privates individuals

Confidential, Boston, MA

Networking Tech Intern

Responsibilities:

• Repaired and refurbished computers with Windows, Mac OS X, Hard Drives updated
• Monitored Server AS/400, update and install hardware/ software, configure and backup
• Installed and configure Lotus Notes on Windows, Mac, Unix as well as troubleshooting
• Provided front line off hours desktop support to end user community and staff daily
• Strong knowledge in IP Addressing, Sub netting IPV4/IPV6, troubleshooting network, LAN/WAN, TCP/IP networking protocol throughout the school, cables patching
• Installed and troubleshoot of hardware and software for printers and computers
• Performed local server backups, Net backup package the backups disks and ship them off site to vendors or our different locations as requested by the IT director
• Addressed LAN connectivity issues for all students across the school by phone or direct