SUMMARY:

• I am an expert Tier 1/2/3 Help Desk/support professional, Trainer and Systems Engineer/Project Manager with the management experience and skills to contribute to the IT or the Help Desk/training and education department of any small, medium or large business or firm.
• Expert in personal productivity suites and programs, including those in the Microsoft family of products
• MS Exchange through 365; Server and client configuration and administration, both for Macintosh and PC; remote access and security systems.
• HTML and web - page design applications; database communications and client-server configuration (SQL, ODBC, SNA); Visual Basic, VBA and scripting; Max/MSP Digital Signal Processing software; Maple 10-13 Mathematical and Modeling software
• Project planning software including MS Project; Microsoft SCCM 2012; various accounting, CRM and business process automation packages; HEAT, Track-IT, ServiceNOW and other help desk tracking software; Altiris deployment suite; Adobe CC client administration

TECHNICAL SKILLS:

Litigation Support: Introspect; Concordance; Summation; LiveNote; Informatik image and document utilities; OmniPage

Miscellaneous: EPIC Medical Records system, HP POS system, Waveform analysis, audio engineering and editing, sequencing and sound synthesis software; wireless and wired network security applications.

Operating Systems: Windows XP, 7, 8.1, 10, MacOS, Android, IOS, VMWare

Network OS: Windows servers through Windows 20xx; VMWare virtualization software

Protocols: TCP/IP, DNS, DHCP, WINS; DFS, NFS; Active Directory, Fiber, RF, microwave, laser, cable

Machines: IBM/compatible PC (Compaq, HP and Dell servers and workstations, Lenovo laptops and workstations, various other brands and generic PC workstations); Macintosh (desktops, laptops, tablets); routers, switches and hubs; firewall and proxy server configuration and maintenance; iPads, Android and MS Surface tablets, VOIP

EMPLOYMENT EXPERIENCE:

Desktop/Network Support Analyst

Confidential

Responsibilities:

• Configure Microsoft Surface Pros and Desktops
• Resolve data communications issues
• Assist in EMR training
• Troubleshoot and resolve any other issues as needed

Confidential

IS Support Analyst

Responsibilities:

• Adds, moves and changes for hospital clinical and administrative staff
• Imaged desktops and laptops before deployment
• Manage moves changes, new construction deployments
• Decommission machines where required
• Document procedures

Confidential

Help Desk Level 2 Analyst

Responsibilities:

• Provide direct user support nationally, both remotely and desk-side
• Build and deploy workstations
• Document all issues and their resolutions
• Provide training when new policies or processes are initiated
• Image laptops and desktops

Confidential

Deployment Technician - Client-facing

Responsibilities:

• Team Lead on several projects
• Deploy hardware and software as requested by various clients in hospital and university
• Provide direct user support to users, including the EPIC development team
• Build and configure workstations and laptops

Confidential

Systems Administrator/Support Engineer

Responsibilities:

• Team lead for network installations
• Gave direct user support, both deskside and telephone, to over 600 users, local and remote
• Provided direct user support to users migrated to VMWare
• Build and configure workstations, laptops, personal digital devices (IPhone, IPad, Android tablets and phones)
• Travel nationally to survey, specify infrastructure and build out new properties
• Supported Executives and VIPs directly in corporate offices

Confidential

Consulting Engineer

Responsibilities:

• Perform workstation upgrades (Windows 7, Office 2010)
• Provided direct user support to users migrated to new/upgraded computers
• Coordinate site visits to user groups
• Inventory old machines, manage deskside support and training

Confidential

Consulting Engineer

Responsibilities:

• Provided direct user support to users migrated to new/upgraded computers (Windows 7, Office 2010)
• Coordinate site visits to user groups
• Inventory old machines, manage deskside support and training

Confidential

Instructor

Responsibilities:

• Taught network engineering and network-related customer support
• Course is provided for Verizon cable and system techs by the Telecommunications Union
• Curriculum leads to a certificate from various County Colleges in Network Engineering

Confidential

IT Manager

Responsibilities:

• Direct user support of commercial collectors, customer service agents and executives
• Performed network upgrades, updates and systems design (both new and re-engineered)
• Specify, configure, build, image and deploy workstations and servers
• Writing and editing, including everything from network documentation to newsletters
• Worked directly with vendors, support personnel and clients

Confidential

Help Desk Administrator

Responsibilities:

• Direct user support of partners, professionals and admins
• Designed and implemented network communications projects
• Direct interface with vendors, support personnel and clients
• Performed proofreading and editing services for textbook
• Created audio and graphics files
• Provided consulting services to Dr. Articolo to help migrate textbook to HTML/e-book platforms

Confidential, Dallas, TX

Consultant

Responsibilities:

• Team lead, provided decommissioning services to U.S. Confidential offices
• Requested by Confidential management to provide decommissioning services at several other sites

Confidential, Atlanta, GA

Consultant

Responsibilities:

• Provided consulting services (networking and telephony services) for clients such as DHL and FedEx.
• Called back for continuing services for multiple clients for over two years

Confidential, Cherry Hill, NJ8

Instructor, Computer Networking and Security (CNS)

Responsibilities:

• Taught adult learners basic and advanced computer skills including A+, Net+, Microsoft Windows Server and computer forensics/data acquisition/electronic discovery
• Consistent teacher rating of over 91% (as high as 97%)
• Highest student retention rating in the program over entire tenure
• Chosen as Teacher of the Quarter, 4thquarter 2007

Confidential, Philadelphia, PA

Help Desk Analyst

Responsibilities:

• Requested by firm CIO to return to assist Help Desk team
• Support staff of over 80 attorneys, paralegals and coders with all firm software

Confidential, Philadelphia, PA

Analyst/Engineer/Trainer

Responsibilities:

• Support staff of over 80 attorneys, paralegals and coders on various Litigation Support software applications
• Performed data translation from Concordance, Litigator’s Notebook and Summation for import into Introspect
• Performed file translation and import/export processes in word processing, database and various other application categories
• Train new users on Litigation Support applications in all domestic offices (including Philadelphia, Washington DC and Manhattan)
• Provide third-level support for document imaging, file conversion and general computer use
• Assemble witness kits for attorneys and paralegals
• Design, test and implement new custom software for process automation
• Develop and document new workflow procedures
• Aid in installation of new technologies, such as wide-area DFS implementations, extremely large SQL databases and Active Directory