PROFILE:

Talented desktop and network helpdesk administrator with CompTIA A+, Confidential Hardware and Software Certifications, C - Tech Cabling Certification + three semesters of CISCO CCNP Training, with client service relationships illustrating progressively responsible IT experiences. Commitment to customer service phone support, teamwork, and quality assurance. Expertise includes: building/upgrading/troubleshooting customized personal computers, servers, applications installation, unattended installation, network administration (peer-to-peer, Client/Server), help desk support and instruction, multi-platform environments, computer lab design / setup and TCP/IP / VLAN configuration. Competent in web design using HTML and Java coding, Joomla 2.5, Wordpress. Experience with Supporting Microsoft Office 2013 Suite, Adobe Creative Suite 6 Master Collection and Quark 9 graphical design applications.

KEY SKILLS:

Cisco Network Administration

Open Directory / Active Directory Integration

Hardware / Software Troubleshooting PC / MAC

V-Sphere Virtualization

Remote Desktop / User support

Server / SAN / LAN / WAN Optimization

System Imaging / Packaging / Patching

Superior Customer Service

Training and Instruction

Cost Containment and Budgeting

Project Management

Research & Analysis

Technical Report Writing

Lead Technical Support

EXPERIENCE:

Confidential, New York City

Technical Consultant

Responsibilities:

• Commercialized Services through online web-site Providing Immediate solutions to short term projects at an hourly rate for small business and home clients.
• Provided Support for all Windows based systems up to Windows 8.1, Confidential Mac OS 10.10 and Linux Redhat, Ubuntu, Mint, etc.
• Installation of software and updates. Support for Office suites up to 2013, Adobe CS, Indesign, Image ready CS, Photoshop CS, Adobe Acrobat Professional 10 and other specialized software. Hardware upgrade Installation and setup, New PC/Mac Installation with Printer setup and Network installation.
• Home or business Network setup: Router install/configuration, and security. Network Administration, Exchange email server administration, Network Printer Administration.
• Performed or assisted in Server Migrations for Windows or MAC; New system deployments, Reimaging, upgrades system patches, SCCM database maintenance and administration, CASPER Suite 7.0 - 9.0 Configuration/Administration, Remote desktop support ARD, inventory tracking software implementation, mailbox moves, network design and optimization/implementation of new architecture.
• Recommended hardware/software solutions based on clients needs. Held professional training sessions with clients on a step by step instruction method on how to use their products. Established point of contact with client making sure clients goals were met with the products and services provided.
• Follow ITIL industry standard based practices for infrastructure management in a LIVE production environment.

Project Coordinator

Confidential, Staten Island, NY

Responsibilities:

• Designed and implementation of new OSX SOE (Standard Operating Environment/Universal Base Image), automated software deployment, patch management, hardware \ software certification, application packages.
• Created and maintained all necessary documentation for supported applications, included detailed certification processes and procedures, products certified certification scripts, quality control and findings, installation and maintenance of scripts.
• Utilized Remote desktop support tools (ARD, RDP, Teamviewer, log me in) to assist users across multi-platform/location environments.
• Collaborated with other teams to insure project procedures and implementations were performing well within the hybrid (OSX Open Directory Active Directory) environment under time constraints.
• Created images using JAMF Composer, Deploy Studio, Zenworks, System image utility.
• Analyzed application functionality, business requirements and work with users, vendors and other stakeholders in the certification process to ensure applications meet business requirements as well as technical and security requirements.

Lead Systems Administrator

Confidential, Manhattan, NY

Responsibilities:

• Maintained management of Active Directory windows 2008 R2 / 2012 environment; User Accounts (creation, deletion, moves, password resets) Groups, OUs, Sites & Subnets and GPOs.
• Managed user homedrives and file shares from windows servers to NAS filers/between different NAS servers with/without NTFS permissions.
• Triaged / resolved problems related to Desktop Support, Wide Area Networks (WAN), Telephone, and other systems.
• Installed, modify, and repair computer hardware and software, Workstation moves, Remote configuration of switch ports to active drops PC / VOIP.
• Worked on Exchange 2003/2010 email accounts migration, Script creation and storage optimization; also integration with Microsoft Lync.
• Created / Maintained / Patched images using Windows SCCM 2007 / 2012 for use in Win PE windows 7 x64 unattended reimaging deployments.
• Processed ticket requests through ServiceNow and assisted maintaining management goals by keeping SLAs below margin.

Confidential Desktop Support Analyst

Confidential, Manhattan, NY

Responsibilities:

• Carry out all levels of day-to-day support for Confidential Hardware and Software in the environment.
• Provide Executive Level support for executives throughout the organization.
• Assist Director of I.T. with project preparation, i.e., conduct testing of new hardware or software to ensure that project objectives are achieved and creating workflow documents for implementation.
• Resolve issues through analysis and troubleshooting, vendor consultation, and utilizing other internal technical teams.
• Proactively analyze systems and distinguish non-routine issues in order to create custom solutions.
• Maintain a high level of technical expertise and business knowledge, particularly with Confidential products.

Lead Desktop Support Administrator

Confidential, Bronx, NY

Responsibilities:

• Installed Configured Cisco Catalyst 3560G 48-Port Gigabit Ethernet Switch with Resilient clustering configuration across 4 additional units and a Juniper SSG140 firewall gateway.
• Maintained Quantum Scalar i80 Tape Library via iLayer in a Windows 2008 Environment.
• Configured multirole HP ProLiant DL380 G2 servers on windows server 2008 R2 and prepared for remote management.
• Utilized BOMGAR Remote desktop support software to assist users across multi-platform/location environments.
• Worked on Exchange 2003/2010 email accounts migration, Script creation through Power Shell and storage optimization; also integration with Microsoft Lync.
• Created images using DELL X-IMAGE and packaged iOS for use in Win PE win7 x64 unattended reimaging deployments.
• Handled all requests through REMEDY ticketing system and assisted maintaining team goals by keeping MTTR and SLAs below margin.

Sr. Confidential /PC Systems Engineer

Confidential, Stamford, CT

Responsibilities:

• Implemented intel X-Serve Xeon rack mount servers; installation configuration and support from OSX 10.5 - 10.7 with Lights Out Management.
• Maintained EMC CLARiiON CX500 NAS Units Firmware upgrading and optimization of RAID arrays.
• Utilized Casper suite 7.4 for Building corporate OSX/iOS images on corporate iOS devices; iPhone, iPad, iPad mini, MacBook Pro, Macbook Air, Mac Pro, PPC Macs.
• Provided Support for all Windows based systems up to Windows 7, Confidential Mac OS 10.7.6 and Linux Ubuntu 11.5.1 Installation of software and updates. Support for Office suites up to 2011, Adobe CS 6, other specialized software.
• Used SCCM 2010 for system imaging, software updates / patching system images.
• Exchange 2010 Email server administration for use with Outlook 2010 and Entourage for MAC.

Confidential /PC Systems Administrator

Confidential, NY

Responsibilities:

• Managed Dell PowerEdge 2850 Servers with DRAC configuration/ File system optimization with RAID 5 implementation.
• Managed Multi-role Intel X-Serve Xeon rack mount servers; installation, configuration and support
• Assisted in Developing and implementation of new technology rollouts i.e.: Windows 7, Exchange 2010, Office 2011, OSX 10.6.6 on Intel based macs, Creative Suite 5, Office for MAC 2010, Windows 7 VMWare images for MAC.
• Successfully implemented and maintained Open Directory Integration with Active Directory to in corporate seamless user integration within a mixed-platform environment.
• Experience working with Deploy Studio and Confidential Remote Desktop for creation and administration of base-line images, computers, remote software installs, updates, patches, and roll-outs.
• Performed Font management/licensing utilizing Extensis Universal Type Server/Client.
• Service implementation and troubleshooting of Blackberry smart phones through Blackberry Enterprise Server.
• Maintained strong relations with Service vendors to insure productivity challenges were taken care of as efficient as possible within a stabilized budget.
• Documented all service procedures and project implementations using MARVEL technical reporting system.

On-Site Systems Administrator

Confidential, New York City

Responsibilities:

• Worked alongside three other system administrators for a fast paced textile Graphics Company that supported 500+ users across 3 different facilities in a Windows/Mac Mesh environment.
• Configured Domain Controller Server replication.
• Optimization of Unix based SNAP server: File server; Virtualized DNS/DHCP Host Servers V-Sphere.
• Maintained Level 1 - 3 trouble calls consisting in any variation of the following: hardware/software troubleshooting, network troubleshooting, network printer setup/troubleshooting, server troubleshooting, setting up/troubleshooting network shares and user accounts within active directory for windows server 2008, SMB/SSH network shares with other servers, wireless network access and security, remote VPN access, Blackberry phone provisioning setup and troubleshooting.
• Provided remote desktop support and troubleshooting for both Windows and Mac clients.

Systems Support Specialist

Confidential, New York City

Responsibilities:

• Performed as lead technician for systems rollout project from Win98/2000 to XP Operating Systems for on-site and remote clients of 200+ users consisting of Hardware
• Installation/Upgrades; Software: Installation of Company OS and hospital database management system software/Updates.
• Provided one-on-one desktop support for XP/Office 2003 workstations and laptops as needed. Engaged in third-level support as needed. Communicated to field offices regarding general networking issues on the specific terminal or terminals.
• Assisted Administrator in LAN/Server Support for Active Directory Domain Administration (2000 and 2003), Novel Client/Server Domain Administration, Active Directory account management, permissions and access, password resets, share folder setups, data transfers, swapping backup tapes, reviewing printer queues, maintaining tape drive and managing file servers.

Systems Project Coordinator

Confidential, New York City

Responsibilities:

• Assisted IT Director in managing a support infrastructure project that consisted of 1000+ on-site/off-site users in a Server 2003 with Active Directory based environment.
• Provided on a day to day bases tier 1, 2, and escalation to tier 3 levels of support. Managing distribution of all cases through Remedy ticketing system to staff. Support for XP/Office 2007, Project and Visio workstations and laptops as needed. Provided assistance in Blackberry/Treo phone/email setup, configuration, and training for clients. Hardware/Software Configuration Print Server Administration and Data migration as needed.
• Held weekly meetings addressing current infrastructure issues to director and staff providing cost effective solutions in a timely manner and coordinating with staff verifying issue resolved.
• Performed technical assistance to all Confidential products including hardware/software troubleshooting, Proper Instruction of use, upgrade suggestions, determine whether product requires to be checked in for repair and also provide additional options ready to suit the customer’s needs in the given situation.
• Personally engaged in over 25 professional and friendly oriented technology sessions at the Genius Bar daily.
• Organized and scheduled customer appointments in a prompt and welcoming manner.
• Supported Software: OS 9 - X (10.5.1), iWork, Keynote, Pages, Final Cut Pro(all versions to HD), Office for Mac, Shake, Entourage, iManage, Safari (all versions), CS Suite for Mac.
• Supported Hardware: Confidential iBook G3, G4, Macbook (v1, v2), Powerbook Titanium G3, G4, Macbook PRO, Mac Mini, iMac (all to G5), G5 Tower, and Mac Pro (all to Quad core).
• Verifying and assuring issue resolved. Contacted customer to inform them their machine was ready for pick-up. Visually inspected, prepared and demonstrated machine functionality after issue resolved to customer prior to completing the ‘pick-up’ process.
• Managed all aspects of repair workflow, including open repairs prioritization, case management, and service part order management.
• Reviewed all hardware product returns, re-qualify product for resale and provided ongoing technology coaching to sales associates.

Help Desk/Law Campus Support Technician

Confidential, NY

Responsibilities:

• Supported 500+ users, Troubleshooting Hardware, Software, Administrative Server Maintenance, Network Connectivity, Network Printer Setup and Maintenance.
• Gave proper instruction to students on use of campus Licensed Exam Software (Secure Exam).
• Provided technical assistance in troubleshooting Microsoft Exchange E-Mail/server, Outlook, Entourage, Windows XP Pro, Windows Server 2003 with Active Directory, Office suites, Mac OSX, Third Party software setup and Network related issues through either phone and/or remote desktop streaming Via VNC to End Users.
• Performed Desktop Migration/ Network Integration services when needed upgrades were scheduled for staff members.
• Followed-up and produced timely reports on user’s system functions to verify correct system operation.
• Reported all calls and tickets from clients using Track-IT Documenting System.

Help Desk/Internet Support Specialist

Confidential, New York

Responsibilities:

• Handled over 50 calls a day, troubleshooting Internet connectivity for Windows or Confidential and e-mail setup to subscribers all over the tri-state area.
• Provided technical assistance in troubleshooting email for Lotus Notes, Outlook, Outlook Express Entourage, Confidential OSX 10.4.6 Mail, Newsgroups setup and Home Network related issues through either phone and/or remote desktop streaming to service subscribers.
• Reported all calls and tickets from clients using REMEDY Documenting System.

On-Site Technical Support Specialist

Confidential, New York

Responsibilities:

• Provided home and small business computer solutions for Windows/Mac-based PC's, troubleshooting and repairing all hardware and software issues on-site, set up and troubleshoot networks (wired and wireless), recommended and performed upgrades for customers.
• Provided consulting and training services with a professional customer-oriented attitude.
• Performed Field Marketing techniques (such as flyers and business cards, etc.) to promote services and prospect new clients.

Equipment Sales/Help Desk Support Specialist

Confidential, New York

Responsibilities:

• Handled over 25 calls a day, troubleshooting e-mail i.e.: lotus notes, outlook, entourage, Windows XP Pro, Office suites, Mac OSX, and hardware related issues.
• Provided technical assistance and mild training to system users.
• Personally assisted and oriented customers in selecting computer hardware, software, etc. based on their needs.
• Aided clients in loading various software packages, operating systems, and anti-virus programs into computers via phone.
• Followed-up and produced timely reports on client’s system functions to verify correct system operation.
• Reported all calls and tickets from clients using ACT Filing System.

Equipment Tester/Help Desk Support Specialist

Confidential, NY

Responsibilities:

• Assisted Project Manager in performing a Data Migration from servers based in California to servers installed in New York working with Citrix based systems and Lotus Notes E-mail servers.
• Verified user software and data migration were functioning properly prior to roll out.
• Personally assisted and oriented users on how to use the new implementations added to their desktop systems. I.e.: Log on method, password change, icon location, email setup, etc.
• Generated daily reports on tickets from end user issues using ACT Filing System.

Lead Network Technician

Confidential, New York City

Responsibilities:

• Managed Microsoft LAN installation/configuration/support for clients and company users.
• Assist network administrator in performing systems setup; daily backups; hardware and software troubleshooting; file/print/terminal server and workstation repair and TCP/IP configuration.
• Troubleshoot, install and repair RJ-11 & RJ-45 data communications lines and equipment for computer systems and using hand tools and test instruments.
• Review work orders to move, change, install, repair, and remove data communications equipment such as modems, cables and wires, hubs, switches, routers and modify equipment in accordance with user requests. Identify problems, diagnose causes and determine corrective actions.
• Wrote, designed, and produced end user documentation.