SUMMARY:

• Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Help Desk role.
• Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance.
• Hands Office 365, Microsoft Azure, Hadoop/Big Data, Key Vault and other Cloud components since its inception by Microsoft.
• Easily identify and resolve technical issues and concerns.
• In - depth knowledge and understanding of numerous software packages and operating systems
• Skilled in providing Customer and End-User Help Desk Support.
• Experience working in a collaborative environment.

PROFESSIONAL EXPERIENCE

Confidential NY

Desk Side Support

Responsibilities:

• Setup new PCs for end uses, Imaged laptops, desktops
• Deployment of Software via SCCM and Administration Functions
• Troubleshooting hardware/software Issues in a Dell Environment
• Windows 7 and Windows 10 knowledge: installation, troubleshooting.
• Imaging, deployment experience - Experienced with SCCM or management tools
• Triaging helpdesk activity - managing a large workload
• Troubleshooting software and hardware issues resolution
• Install and perform repairs to hardware, software, and equipment, following design or installation specifications.
• Oversee the daily performance of all systems.
• Set up equipment performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation
• activities.
• Conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Refer major hardware or software problems or defective products to vendors or system administrators for service.
• Prepare evaluations of software or hardware, and recommend improvements or upgrades.
• Answer users' inquiries regarding computer software and hardware operation to resolve problems.

Senior Technical Support

Confidential NY

Responsibilities:

• Provided on-site technical support for video teleconference equipment to ensure all video teleconference events were executed flawlessly.
• Diagnose and repair hardware and software issues on client PC’s and mobile devices using approved methods and processes.
• Perform necessary ordering and troubleshooting for all company mobile devices iPhone and Android.
• Exchange ActiveSync and Android devices
• Distributing enterprise applications for Android devices
• Mobile Device Management (MDM) in iOS/Android.
• Supported primary and child primary global System Center Configuration Manager (SCCM) sites, including site configuration, client installation, permissions, monitoring status, and disaster recovery.
• Discover current Enterprise Topography and get it ready for migration to Office 365 Enterprise
• Upgrading of hardware for the move to Windows 10.
• Worked in print management in configuring printers on the print server.
• Removed virus infections from computers using Windows tools.
• Pushed out AVG antivirus packages through the Kaseya agent.
• Managed security technologies including ArcSight SIEM, Symantec End Point Protection, Cisco IPS, Postini spam filtering, e-Discovery and forensics, nCircle vulnerability scanning, HSM network encryption and other security technologies managed by enterprise security.
• Assisted remote users with Cisco VPN Client connectivity issues.
• Assisted customer configuring and managing iPhone mobile devices.
• Desk Side Support Supported all HP Laptops and Desktops
• In five locations down town Buffalo. Replace components.
• Re-Imaged thin clients T520 and T410 as well all laptops and desktops
• I acquired HP certificatio

Desk Side Support

Confidential

Responsibilities:

• I supported all hardware and software for the hospital and nursing home as well as
• Created, modified, & troubleshoot Cisco Jabber on computers & IPhones.
• Troubleshoot and resolved many VOIP related issues.
• Server and then migrate user to Office 365.
• Lead enterprise-wide Microsoft Office 365, Azure and hybrid implementation.
• Implemented WSUS/SCCM integration and created a monthly phased patching process.
• All their satellite locations, was on call 24/7. Mount Saint Mary’s was acquired by CHS
• Set up Accounts in AD. Fixed Laptops - desktop and Imaged setup and deployed
• New pcs for students and teachers.
• I worked phone support for 200 clients. Use of AD, reset password to AS400 printer que Issues
• I worked some trouble ticket issues fixing problems like: resetting passwords, locked out accounts, user education on software, VOIP phones, LanSchool, laptop/desktop upgrades and updates, printers not connecting, fixing IPAD issues, assigning domains, user account issues.
• Worked main accounts like Riches, ACE and Popeye’s chicken

Service Desk Analyst

Confidential,Buffalo, NY

Responsibilities:

• Extensive working experience with desktop operating systems.
• Design, implement, deploy, maintain, and configure data, voice, and video network LAN and WAN Network.
• Packaged applications using Admin Studio. Created, tested, documented, and installed applications and custom shims for Windows 7 using Application Compatibility Toolkit on multiple test workstations. Deployed applications, scripts, shims, and service packs (XP SP2 to SP3, etc.) using SCCM, monitor installation status, troubleshoot, worked with vendors, and resolved installation and OSD failures.
• The work also consisted of laying new CAT 5 and Fiber Optic cable, provide basic break/fix troubleshooting of computers and the network, respond to trouble tickets, add new computers to the domain, reimage/ghost of new computers, move user profiles, reset computer IP addresses, turn off certain functions of the computer as well as load computer programs
• Supported Windows XP/7/2008, 1,000+ desktops, 1600+ users, and images for multiple sites, utilized Active Directory/group policy to support and secure clients, including configuring regional settings, registry settings, SCCM client install startup scripts, etc.
• Strong ability of conduct research and analyze a wide range of computing issues.
• Identified, troubleshoot, and analyzed computer issues. Determined appropriate course of action and conducted repairs and modifications as needed.
• Effectively resolved customer concerns via telephone concerning their High Speed Internet Service.
• Worked on troubleshooting computer and printer hardware, computer operating systems (XP and Windows).
• Led the drive to upgrade from SMS to SCCM to take advantage of the advanced features that SCCM offered.
• Worked with Server Team to incorporate remote Sales Office sites into Active Directory which integrated PCs into SCCM for upgrading, inventorying, and patching.
• Partnered with Server Team to bring all file servers into SCCM for inventorying and patching.
• Led the expansion of SCCM from its initial 10 sites to over 30 sites encompassing 14,000+ nodes worldwide.
• Utilized outstanding multitasking skills daily by using telephone and computer simultaneously.
• Proficient in time management and problem solving skills.
• Regularly utilized excellent telephone communication skills to provide top-notch customer service.