SUMMARY

• 15 plus years professional experience providing desktop/helpdesk support 8 years within legal IT environments and financial institutions as well.
• Proficiency with providing document management system support Interwoven File site Worksite and Desksite with MS Outlook integration.
• Provided technical IT support to user base of 200 users up to 3000 users
• Comptia A Network courses completed
• New Horizons MS Outlook 2010 and MS Word 2010 certified Adept with MS Office 2010 suite Word Excel PowerPoint and Visio.
• Experienced providing phone support and onsite support using ticketing system to track work orders and change orders.
• Working closely with other IT groups to follow up and resolve issues that have been escalated.
• Updating knowledge base and documentation for SAP s.

TECHNOLOGIES/ APPLICATIONS

• MS Office 2003 2007 and 2010 Word Excel MS PowerPoint and Outlook Citrix Web Client - MetaFrame Presentation Server Citrix Management Console Safe boot HP Open View Network Node Manager Windows 7 and Vista Windows XP Windows 95 98 NT4.0 Work Share Delta View Interaction LexisNexis 5.0-6.2 Interwoven Desk site and Mailsite and Docs Manager Metadata Assistant Blackberry Enterprise Manager RSA Secure ID Administrator Safeboot Encrption Software McAfee VPN Client Fiber Link Cisco Desktop Agent Web based Admin-ACD Phone System Norton Ghost Plus Computer Management Console Adobe Acrobat Professional 8.0. IBM Think Vantage Team Viewer 3 Windows 2000 2003 and 2008 Server and Active Directory Postini and Symantec Spam Filtering Software. Safe boot ver.5 and Checkpoint Endpoint encryption software HP OpenView NNM network monitoring program MS Remote Access VNC-Virtual Network Connection Soft wise Suite Mail Merge Redaction Tool Track Changes Interwoven Metadata assistant Outlook Integration with Desk site MailSite Imanage - DMS System OWA-OUTLOOK WEB ACCESS Windows Novell NDS Tree - Novelle Intranetware 3.5 4.0 Lotus Notes email 4.0 to 6.0 XP to Windows 7 migration MS Office 2003 2007 to MS Office 2010 deployment- Image rollout team. Win 2k Migration coordinator. Nortan and Symantec Ghost plus ver 11.5 to 15.0. Email Archieving Vault integration via Oultlook 2007 and 2010. Audio Visual - Avaya Cisco Nortel phone and conference systems for administration Web Based Administration BMC Service Desk Magic CA
• Remedy Helpdesk Express and HEAT - Helpdesk Ticketing System Applications.

PROFESSIONAL EXPERIENCE

Desktop and Helpdesk Support Specialist

Confidential

• Migration from XP to Windows 7 on all HP and Dell laptops and HP and Dell desktops. Utilizing Ghost 32 Plus to reimage all New HP laptops and existing Dell laptops upon request. and laptops. A combination of Dell and HP workstations and laptops. Mobil devices as well Enterprise Activations . I-Phones Ipads BBs and other hand held devices.
• Troubleshooting and repairs for all peripheral devices printers faxes scanners. Installation and repairs for all
• Hardware and software needed per customer. Migrating users profiles via Windows Easy Transfer or via network share.
• Utilized cloning software and equipment to troubleshoot and repair hard drives and data restoration.
• In addition closing multiple tickets and trouble calls on a daily basis.
• RSA Secure I.D. Token setup s terminations Token resets and General RSA Administration
• Office moves and support for all conference room Audio/Visual equipement and troubleshooting
• Assisting users Remotely and via Phone support as well.
• Utilized Applications GoToMy PC Show My PC or Log Me In PC Anywhere to assist remote users.
• Proprietary software transfered during migration as well.
• Troubleshoot and resolve software hardware and printing problems.
• PC monitor and printer repair and installation moves/adds/changes for hardware .
• Troubleshooting and repairs for Data and Email Archieving Vault system via Outlook 2010.
• Utilizing Active Directory in creating user accounts reset passwords create groups creating Distribution Lists etc.
• Blackberry and Smart Phone account management and provisioning.

Desktop and Helpdesk Support Specialist

Confidential

• Desktop and Phone support as needed. Dispatch duties and Desktop duties on a daily basis.
• Working on and closing helpdesk tickets daily as well as any escalations.
• Reimaging pc ghosting software Dell 780s and 790s. Iphone Ipads Blackberry support and administration.
• Maintaining and working with AD email distribution lists. Adding and maintaining AD accounts for end users.
• Citrix support and administration. Citrix Presentation Server V.4.6.2 and 5.0
• Citrix Xendesktop 5.6.1 Citrix receiver Ver11.
• Nortel phone setup and administration.
• Windows 7 and XP
• MS Office 2010 2003
• Postini and Symantec Web based administration
• Wireless support Dell Vostro laptops with wireless USB air card capability
• Edocs DM document management system 5.3.0
• Supporting 200 users
• Setting up FTP sites and accounts
• Giva and BMC ticketing system
• BB setup and Administration Iphone Ipads as well.
• Avaya Cisco and Nortel administration new users and terminations as well as basic phone administrative functions.
• Utilizing Active Directory in creating user accounts reset passwords create groups creating Distribution Lists etc.
• Blackberry and Smart Phone account management and provisioning.

Confidential

• Microsoft Office 2010 migration rollout and Computer systems support.
• Daily duties included desktop support and phone support.
• Dispatched to users office area to assist with troubleshooting software or hardware.
• Escalating issues if necessary through using Track It ticketing system.
• Troubleshooting MS Office and Outlook 2010 as well as Windows 7 and XP issues.
• Troubleshooting and support of ChangePro DeltaView Innova Numbering Suite and document management system DocsManager
• 250 NY users
• BMC Service Desk Magic ver 11.0 to 11.2 Ticketing system

Confidential

• Duties included eighty percent phone support and twenty percent desktop support.
• Provided first and second level support on all calls.
• User Magic and Track It ticketing systems
• Remote support provided for all customers in desktop applications and proprietary software.
• Citrix Web application support.
• Windows 7 and XP support
• Blackberry Bold 9930 s and iPads support.
• Blackberry and Smart Phone account management and provisioning.
• McAfee desktop and laptop encryption software support and administration.
• Part of Windows XP to Windows 7 and Office 2003 to 2007migration.
• Participated in pilot group support team.
• Utilizing Active Directory in creating user accounts reset passwords create groups creating Distribution Lists etc.

Helpdesk/Desktop Support Specialist

Confidential

• Duties included twenty percent phone support and eighty percent desktop support.
• Supported Windows 7 and XP environment.
• Supported MS Office 2007 and MS Office 2010.
• Utilizing Active Directory in creating user accounts reset passwords create groups creating Distribution Lists etc.
• Blackberry support and configuration T-Mobile Verizon AT T .
• Citrix Administration Console Citrix Network Neighborhood Connection Center.
• Blackberry and Smart Phone account management and provisioning.
• Document management system File Site Worksite Outlook 2003-2010 and BAS BEZ Administration .
• Supported I-phones MAC laptops I-PAD S.
• Citrix Management Console for Administration. V 4.6.2 and 5.0
• FTP sites support and setup.
• MS Office 2003-2010.
• Outlook 2010 certification and classes taken.
• Processed incoming calls to the support desk via both telephone and e-mail to ensure courteous timely and effective resolution of end user issues.
• Provided support to end-users in all offices for MS Office 2003 - Word Excel and PowerPoint Interwoven. DeskSite 8.0 I-Manage Internet Intranet DeltaView DTE for Windows Carpe Diem and Adobe Acrobat 7.0. Professional. Use Touch Paper ticketing system to log and escalate calls.
• Performed cleanup of MS Word documents using SoftWise Macro Suite for paragraph numbering in MS Word.
• SecurID- RSA User Administration Address issues relating to adding and deleting user to SecurID database disabling/enabling tokens create password for lost/stolen tokens and forgotten PINs. Supported applications requiring SecurID token to login to the network.
• Blackberry Manager Tool - Set activation password reload user delete user Erase Data and Disable Handheld. Provided General Blackberry troubleshooting support.
• Citrix Management Console Reset end-user Citrix sessions and remote access their computer shadow . Support remote access thru Citrix FiberLink VPN and Internet.
• Postini Administration Web based application Changed end-user password reset end-user spam filter settings and deliver messages from end-user quarantine. Answered basic user questions.
• Active Directory Reset password add user to group membership and use for general troubleshooting.
• Wireless Connection Supported wireless connection. Lead user through diagnostic procedures to determine source of wireless connection problems.
• Supporting 1500 users global
• Migrated from home grown Helpdesk ticketing system to BMC SDM Ticketing system

Helpdesk/Desktop Support Specialist

Confidential

• Duties included seventy percent phone support and thirty percent Desktop support.
• Provided support for Windows XP and Office 2003 environment which consist of formatting documents templates. Styles formats columns inserting graphics and pictures wrapping text linking excel files extensive edits tracking changes merging documents .
• Logged calls on Footprints Tracking System. Excel calculations formulas creating graphs linking files. PowerPoint creating presentations using picture graphs etc. .
• Blackberry support.
• Networking NOC department patch panel connections and setting up switches document backups.
• Remote accessed to user s pc via windows XP remote assistance program or go to assist.
• Supported multiple programs I-manage document management system.
• Supported hardware including servers PCs printers laptops and BlackBerry devices.
• Installation of new software applications via our portal.
• Reset password add employee to groups assign temporary token number via active directory.
• VPN and Wireless set up and troubleshooting.
• Citrix remote access and administrative duties for Citrix and Secure ID.
• Administrative duties in Active Directory Users and Computers .

Helpdesk/Desktop Support Specialist

Confidential

• Worked in a team environment of approximately twenty Service Desk personnel serving a user base consisting of approximately 1600 users including local and global Partners Associates and staff personnel.
• Troubleshoot software and hardware problems on the network.
• Provided network support to global offices using Remote Assistance and TeamViewer.
• Assisted users with level I II network blackberry and general computer related Issues.
• Recorded all problems reported escalated and resolved the call-tracking software CA Service Desk carefully following the priority levels set and the scripts provided for specific incidents.
• Windows XP and Testing for Windows 7.
• Applied troubleshooting and/or systems analysis techniques and procedures to determine if problems reported are hardware software and system local global or user training issues and escalate if necessary.
• Supported for wireless capabilities IBM think pads and Dell Dimensions.
• Provided user support for VPN Citrix and Outlook Web Access.
• Administrated users in Active Directory RSA Secure ID Admin SafeBoot Encryption Software and Blackberry Enterprise Administration.
• Tracked inquiries and tickets using CA Unicenter Service Desk Plus.
• Monitored network outages and service errors using HP Open view and NNM.
• Interacted with the end users via email and phone to resolve problems.
• Managed users in Blackberry Enterprise Manager.
• Administrated users in Citrix Management Console. 3.0.0 .0
• Resolving computer related problems in a timely fashion and escalating network infrastructure issues as necessary.
• Tested and documented the firm s customized application.
• Provided desktop and network support. Reimaging pc and laptops by custom CD or network share.
• Supporting 1600 users Global
• CA Ticketing system

Desktop/Network Systems Support Specialist

Confidential

• Worked in a team environment of approximately ten helpdesk technicians for first and second level support.
• Implemented Remedy ticketing system for logging trouble tickets and escalations.
• Troubleshoot software and hardware problems on the network.
• Twenty to thirty incident tickets per day including escalation process.
• Troubleshoot XP and network connectivity issues with desktops and laptops.
• Troubleshoot printing issues on site and remotely.
• Implemented VNC viewer and MS Remote Access to troubleshoot remotely.
• Worked in a team environment of approximately eight Help Desk personnel serving a user base consisting of approximately 1000 users nationwide.
• HP Compaq s dell dimensions and IBM Think pad T series.
• Utilized Active Directory for user accounts profiles and MS Exchange issues.

Helpdesk/Desktop Support Specialist

Confidential

• Worked in a team environment of approximately 10 Service Desk personnel serving a user base consisting of approximately 3000 users International.
• Citrix Migration Coordinator.
• Citrix Meta frame presentation server Remote Installations Utilizing Remote Access or Web Portal Access for Installs.
• Hardware and software installations. As well as proprietary software for user community.
• Setup all user profiles and application packages.
• Troubleshoot and installed printers from a network share.
• Administrative duties and training for Palm One and Blackberries.
• Monitored server based operations on a daily basis and testing.
• Supported for MS Outlook and Outlook Web Access.
• Used Microsoft Remote Assistance to troubleshoot MS Office issues as well as XP issues on a network.
• Helpdesk/Desktop/Networking Support Specialist

Confidential

Desktop and Network Support

Confidential

Second Level Network and Desktop Support

Confidential

Second Level Network and Desktop Support

Confidential

Second Level Network and Desktop Support

Confidential

Y2K Coordinator and 2nd Level Support - Level one and two desktop and network support.

Confidential

2nd Level Network and Desktop Support

Confidential

1st and 2nd level Network and Desktop Support