PROFESSIONAL Responsive resourceful Desktop Support Specialist and Field Engineer with 9 years

SUMMARY

• xperience in diverse environments ranging from 100 to 3 000 global users including Department of Health GE Global Research Citibank and JPMorgan Chase. Skilled contributor with stellar record of outstanding customer support and problem resolution consistently recognized for exemplary quality and service. Career highlights include reducing service tickets to an all-time low at a non-profit monitoring New York State s bulk electricity system closing all Tier II tickets within a timely manner for GE Global Research rebuilding servers and entire client sites within hours for Citibank and devising strategies to ensure migration of systems from Windows NT/2000 to XP for JPMorgan Chase sites was always completed in just a few days at each site.
• Committed to helping organizations achieve maximum benefit from their IT infrastructure investment through meticulous system administration unparalleled customer service rapid Helpdesk issue resolution solid user training and on-time project deliveries.
• Effectively analyze problems/requirements and generate cost-effective quick-fixes as well as long-term solutions.
• Continuously seek innovative ways to improve operation productivity through the introduction of new technologies systems and methods to achieve desired results.
• Frequently able to solve problems defying resolution by predecessors. Keen eye for detecting incompatibility issues previously not documented.

PROFESSIONAL EXPERIENCE

Confidential

• Technical Relationship Liaison
• Key Accomplishments
• Resolved over 50 of all incoming helpdesk requests.
• Contributed to the migration from an analog to digital VOIP phone systems with digital phones and analog lines using ATA devices. Utilized Cisco Unity Call manager to create new extensions users hunt groups remote destination profiles single number reach .

Confidential

Application Support Specialist

Application support specialist providing remote support to servers and workstations for Endosoft Electronic Health Record EHR software to over 130 clients in the North American region including Canada. Support responsibilities include sharing in a rotating on-call schedule for after normal business hours support.

Confidential

Desktop Support Technician

Desktop Support Technician providing level 2 desktop and remote support including Citrix client and connectivity issues. Utilized provisioning tools such as Hyena MMC Active Directory and Remedy ticketing software.

Confidential

Consultant

• Berkshire Farm Center and Services for Youth LAN Administrator supporting 200 users in a mixed Windows environment providing desktop support. Introduced a new form to streamline the on-boarding process for the creation of new accounts.
• 3-d Technology Created technical documents and presentations for 3-d Technology clients for use by IT staff.

Confidential

Service Desk Associate

• Core team member of non-profit monitoring New York State s bulk electricity system and running the wholesale electricity markets. Provided Level II deskside and remote technical support to 600 end-users in a Windows XP environment. Responded to incoming requests to Service Desk and troubleshot and/or escalated issues with computers applications networks VPN and peripherals often requiring collaboration with SMEs. Thoroughly supported Documentum enterprise content management system MKS Integrity and Pointsec for PC.
• Handled installs/moves/adds/changes and RSA Secure ID tokens for new computers.
• Created accounts reset passwords imaged laptops/desktops replaced defective hardware installed software and configured/customized/troubleshot application errors.
• Key Accomplishments
• Recognized for opening/closing more tickets than any other Service Desk Associate.
• - One of 2 technicians that brought service tickets to an all-time low.
• - Coordinated the tracking and reclaiming of computer assets and related equipment between IT Finance and HR departments.
• Delivered PC orientation to new hires in group and one-on-one settings entailing company s technical environments basic security practices and core applications.
• Confidential Tier II Systems Analyst 7 months
• Delivered skilled Level II technical support to 3000 users in high-pressure private research facility focused on meeting SLAs for all open tickets. Managed assigned queues dispatched tickets to techs and troubleshot wide array of proprietary and COTS hardware/software.
• Key Accomplishments
• Revised technical documentation increasing productivity of all technicians.
• Rapidly learned and provided support on lab equipment hardware/software facilitating the success of various projects research and development.
• Confidential IT Specialist 2 years 2 months
• Critical member of standalone IT department supporting Legal Division with 140 users across 3 sites. Provided server support for 4 domain controllers in a Windows 2003 environment administered Active Directory created/shared local and network printers on-boarded all new hires and managed MS Access asset database.
• Key Accomplishments
• Saved company thousands of dollars by mastering the configuration of user/distribution scan templates and repositories vs. hiring a Xerox technician.
• Automated system administration tasks and implemented solutions that enabled the sharing of data over the network between 2 state agencies and Windows domains.
• Took initiative to document technical procedures from scratch still in use in 2010.
• Seamlessly migrated users to Windows XP native remote assistance program reducing time and costs associated with traveling to client sites.
• Maintained excellent technical support and systems administration for several months when headcount was reduced from 4 to 2 techs.
• TECHNICAL Platforms MS Windows 7/XP/2000 Windows 2008/2003/2000 Server
• SKILLS Software Cisco Call Manager Cisco Jabber Absolute Management Video IQ SEP11 GPMS Remedy GTMS Backup Exec Ghost Lotus Notes HP Openview HP Service Center Pointsec Safeboot Unicenter Altiris RSA Secure ID Barracuda Web Filter and Spam Virus Firewall MS Office 2010/2007