SUMMARY

• Ability to independently configure and install desktop and laptop systems and install applications on systems.
• Ability to organize, prioritizes, and assists with daily technical support in organizations with different support requirements.
• Ability to identify and work with minimal to no supervision on special projects.
• Troubleshoot and solve common network issues using physical and logical diagnostic tools.

TECHNICAL SKILLS

Software: Active directory, Helpdesk/Desktop Support Technician ticketing systems Remedy, Service Now, Spiceworks & S.E.R.T.S. Windows 7 & 10 Deployment(s), Skype for Business, Upgrade & Migrations using SCCM (SYSTEM CENTER CONFIGURATION MANAGER) & application pushing after builds, MS OFFICE 365, Windows Easy Transfer, Manually & Altiris workflow, PC Anywhere, Proficient in, Vista & Windows 7, 8, 8.1 & 10 all versions, Java, Endpoint, Citrix, VM Ware (Virtual Machines) Remote Access (Team Viewer) PC Anywhere & window 7 Remote PC, MDM (MOBILE DEVICE MANAGEMENT) Support I.E. IPhone, Android Operating systems Jellybean, Kit Kat, lollipop & Marshmallow, Blackberry Devices, Blackberry BES & BAS SUPPORT BES 5 &10 & Blackberry PRIV devices, Granting rights & permissions, office 365, MS Office 2003, 2007, 2010 & 2013, Build new Workstation from images using “Ghost Imaging software”, PowerPoint Outlook, Data Entry, Antivirus removal suites (Microsoft Essentials, Trend, MacAfee, Symantec VIP Internet Security), software installations, Data Recovery software, Hiren, Spotmau, Power data recovery, Malware bytes

Hardware: Panasonic Tough - pads / Tough-Books, SOHO network setup & roll out, Webcam Installations, CCTV Monitoring & Projector Setups, Office Upgrades PC’s Etc.,( printers Lexmark, Canon, Xerox, Minolta, HP, Brother) Smart hands, Multipoint PC’s, Thin client support (Network box portable PC’s), Setup new server rooms (Stack & Rack), New & Clean OS Installations On Multiple Computers (KVM’s Remote usage), Dell, Ricoh & HP Printers repairs w/Maintenance Kits, Setup of SOHO networks, HDD & SSD removal & installations, CPU upgrade, Routers, switches, modems, Hot-Spot setup w/install & configuration & WIFI Security setup WEP, WPA2,, Optical drive install, Legacy Devices, SATA & IDE Cables for Data Recovery / extraction

PROFESSIONAL EXPERIENCE

Confidential

Desktop Rollout Engineer

Responsibilities:

• Primary point for end-user support on all centrally provided IT Services, including Network and Desktop support.
• Currently implementing the E.M.R. system called “EPIC” for all of the 12 NYC HHC (Hospital Health Corp)
• Record, install and monitor all IT assets/equipment implemented for EPIC / EMR rollout phase 1, 2 & 3
• Receives inquiries and service requests from end-users, and records all pertinent information on the first contact.
• Perform initial assessment (determines urgency and impact, prioritize incidents) while attempting to resolve users' issues after new equipment for the EPIC project
• Coordinating w/dept. heads about timing of rollout for each department & scheduling support during regular or off hours for implementing new equipment in large areas with multiple devices & needing time to configure preexisting equipment such as scanners, printers, 3rd party software etc
• Windows 10 migration currently going on simultaneously as EPIC project recommended by IT Services, more than 5 years
• Coordinate for relinquish pick up of old devices removed from user, out dated equipment and/or broken
• Escalates issues to appropriate second or third tier support if necessary to the in house IT dept. with naming conventions and equipment location
• Contribute to the IT Knowledge Base and shared drive to help coworkers & users find solutions and workarounds to common problems.
• Windows 7 to 10 imaging computers & installation, replacement, and upgrades throughout the 5 boroughs for the entire HHC as they check which systems rollout per location
• Software installation and deployment for printers, Quadra-med and any other applications needed
• Support for connectivity to the wired and wireless networks and communication with other computers on the network and joining the hospital domain
• On-site end-user support for all enterprise applications where required
• Hardware support for end-point computers after installation
• Support for connectivity to the wired and wireless networks and communication with other computers on the network
• Replacement of old hardware and data transfer to new hardware Installation and configuration of supported peripheral equipment. Troubleshoot issues with desktop hardware and attached standard peripherals

Confidential, New York

LAN ANALYST

Responsibilities:

• Overseeing equipment distribution to the Overhead crew/ Meter & Test crew (30 people) both sites in Westchester Rye substation, East-view site & Orange if needed
• HP Service Manager for Con Edison ticketing system
• Patch info management for all centrally managed software & update for compliance at C.E. Patch management for all centrally managed software
• Data wiping of decommissioned hardware
• Participating in daily regional calls for the project with the IT management support team for Con Edison
• Assists management with hiring processes and new team member training
• Training new employee’s on the AMI support & how to handle new equipment issues after a rollout while onsite
• Deploying new images, on the rollout for new Microsoft Surface Pro’s & new HP desktops
• Organizing the Bronx & Westchester rollout for the XM10 new equipment upgrade & replacement of old machines
• Coordinating with recycling project vendor(s) for disposal of old equipment collected, w/a 50+ pick up weekly I.E. monitors, PC’s, tablets, laptops & other electronics
• Make sure weekly time is put into the system for weekly pay
• 2nd point of contact w/users after deployment for upgrading needs & granting licenses for software approved by dept. supervisor & verifying user having software / admin privilege’s
• Organize team members schedule’s for time off, lunch etc.
• Setup topics to review in weekly team meeting review, based on staff functionality as a team, user issues, review of tickets, new company directives & procedures plus more
• Keeping organized documentation I.E. open & closed tickets, work flow, inventory logs, lost & replacement equipment reports for weekly team & regional review meetings.
• Making sure all OSHA requirements are completed after start date
• In charge of assigning new employee’s w/company cell phones documenting

Confidential

Level 3 Print Server setup

Responsibilities:

• Implement, setup & train for working procedures to use for Mount Sinai & the school of medicine to use going forward for print migration & hospital system merger of newly acquired hospitals I.E. Beth Israel, St Luke’s & 4 other locations in Brooklyn, Manhattan & Queens
• Trained employees (Remotely using WebEx & LogMeIn) on how to define which printers to migrate whengoing forward with migration
• Setup print Queue’s for new print clusters maxing @ 200 printers, Lexmark, HP & Brother
• Deployed 500 PC’s throughout Confidential & offsite locations
• Managed & deployed mobile devices
• Update All printer properties w/out of date printer information after pinging the networks IP addresses
• Provide weekly updates via spreadsheet format & discuss via conference call and/or Skype
• Ping & report the status of each IP address provided via the client for locations I.E. Location, on/offline, type of printer, status, Web link & remarks w/other data
• Contact various users on file having ownership of printer to confirm via email, remotely, phone etc.
• Use Software defined in house tools for migrating & updating java scripts, print drivers, system data info

Confidential Jersey City, NJ

Level 2 / 3 Support / Project Management / Lead Migration

Responsibilities:

• Deployed, and maintained end-user PC's, Printers, & other devices dat required assistance in & out of SOW
• Coordinated with departments to replace outdated equipment such as PC, Laptops, Smartphones & WIFI enabled devices
• Demonstrated strong organizational skills through evaluating and prioritizing end-user issues in an effort to minimize interruptions and maximize response times
• 1st & 2nd point contact for end user’s in person & remotely using LogMeIn, TeamViewer & Windows remote desktop
• Microsoft SharePoint Online Administration
• Setup new printers out the box onto the network with IP address & connect users to printers & do lite maintenance Lexmark & HP printer
• Developed a spreadsheet so we can track stages of progress which turned into a standard daily tool for the migration
• Provided level 2 technical support on-site and by remote desktop assistance
• Created user accounts, in active directory 2008 & 2012 server and assigned security groups, assigned permissions, deployed client workstations to network
• Diagnosed clients computer issues remotely on the network using Windows Remote Desktop or GOTOASSIST, install the applications and created hardware profiles for laptop clients
• SCCM Proficient & used to build PC images, place/remove/request rebuilds of PC’s all VIA SCCM, pushing of application’s to new PC’s, current users & PC’s assigned a host name all VIA SCCM
• Delivered support to 90 staff members and 200 contractors; at home and in office; in 3 states and multiple time-zones Chicago, LA & NY (PER DAY)
• Took over responsibility for the Customer Follow-up ticket queue, insuring historical issues were resolved to a high standard of customer service.
• Troubleshot for programs including Adobe Acrobat, Skype, Office 365, Creative Suite, and Microsoft Office, Access, Excel, Outlook & more
• Maintained workstations, peripheral equipment, mobile devices and software within established IT standards and guidelines, which consisted of 100 employees or more depending on staff visiting from other offices
• Mobile Device Management via (BLACKBERRY’S BES & BAS w/ANDROID IOS using VMware Meraki,Air-watch & MobileIron setup and manage smartphones as well as coordinating global coverage for travelers
• Assigned daily floor walkers for next day support after users were migrated from the previous night migrations
• Installed new systems using Enterprise network images, from the main office located in the UK & working w/the UK migration team. Testing the results of the builds made for US offices before ANY deployment’s
• Daily/weekly & monthly physically and/or electronically inventory management of 2000 + devices Coordinated, implemented them into the office environment and supported VoIP phones & upgrade for approx. 3000 users
• Provide user training as needed to help support users with changes in technology

Confidential, NY

Jr. Network Admin & IT Lead Support, Desktop Support, Multi-roles Consultant

Responsibilities:

• Dunkin Donuts On - the-Go printer & POS install for 150 locations throughout the NYC, Westchester &Long Island Northeast region
• Responsible for network printers in the main environment for high end user VP’s Xerox & Lexmark
• Worked nights & swing shifts 2PM to 10PM, 4PM TO 12AM, 3PM TO 11PM & 11PM TO 7AM & 12AM TO 8AM
• Inventory management of 2000 + devices. Coordinated, implemented, and supported voip phone upgrade for approximately 3000 users
• Supported desktop, laptop, server, peripherals and LAN
• Installed LINUX hardware and software w/NOC team remote support and/or smart hands
• Installed new systems using Enterprise network imaging for replacement computers
• Managed IT equipment & Mobile devices configurations prior to shipping devices to users for East Coast Region
• Lead on project for PNC Bank of New Jersey, branch offices 700 PC’s system upgrade & migration fromWindows XP to Windows 7
• Solved issues with Microsoft Office programs and network and networked printing issues

Confidential York, NY

Technical Lead - Windows 7 Migration

Responsibilities:

• Responsible for new computer setup and upgrades as directed by IT manager
• Printer support for users doing break & fix on various models & brands ranging from Lexmark, Canon, Xerox HP & Brother printers, adding them to network w/standard IP address connect users & ping remotely for issues
• Coordinated with departments to deploy & replace outdated equipment and coordinated w/LAN team
• Provided phone support, desk-side technical support and bench-top diagnosis and repair
• Performed Active Directory and Exchange account management to create and/or modify entries, and clear duplicate or outdated entries
• Field tech worked remotely from site using my laptop, cell phone & personal vehicle
• Provided level 2 technical support on-site and/or remotely desktop assistance
• Imaged computers and installed software for end-users utilizing SCCM & Altiris
• Trained other IT team members and end-users by creating documentation and by providing demonstrations
• Perform technical troubleshooting on enterprise desktops and laptops.
• Coordinated with the Facility's Department for all ITS work performed, including coordination of Provided

Confidential New York, NY

Desktop Support Engineer / Project Manager

Responsibilities:

• Manage day-to-day operations, including customer service and technical support for laptops, PC’s & printers
• Managed technical equipment supported 60 office employees and 100 plus field workers Tested and evaluated new technology and equipment
• Achieved high customer service ratings on all resolved trouble tickets as a team, once new ideas were put in place for the resolve of issues & customer satisfaction
• Managed the deployment team for company merger Penguin & Random house publishing
• Imaged, placed on network, assigned user inside /outside the US & transferred 1,237 users data as needed
• Troubleshot system and network problems at headquarters and worldwide campuses
• Monitor printers remotely & add user to new printers along with printer maintenance
• Assisted employees with Microsoft Outlook setup, PST files on reimaged machines migration, and troubleshooting
• Escalated issues in person and/or remotely as needed and maintained communication with customer and assigned technical teams
• Achieved high customer service ratings on all resolved trouble tickets as a team, once new ideas were put in place for the resolve of issues & customer satisfaction
• Field tech traveled from NYC to Monroe CT from 8AM to 12PM & field work in Purchase, NY from 2PM to 5PM
• Setup PC’s, Laptops, WIFI networks, Mobile Hotspots, Roll out of new equipment, run & cover help desk during lunch & weekend schedules, install video cards, installed new programs on Work side-by-side with the IT department (In Monroe, CT School district & Town)
• Keyop for Xerox monitoring 124 Copiers remotely, drop shipping toner, monitor jams, network outages, toner levels & do physical care when beyond SOW of end users
• Representing (Xerox Corporation) for copiers & equipment installs, hardware and software used to interface with the network and providing customers w/assistance & tutorials

Confidential, NY

Helpdesk Support, Jr. Network & Admin Onsite IT

Responsibilities:

• Provided Help Desk support: Provided support and technical training on hardware and software to end users. Set up and maintained the operations of all computer systems and other technologies
• Diagnosed remotely and solved hardware issues such as printers, desktop/laptop machines promptly responded to incoming calls and accurately created detailed tickets to be escalated to specialist when needed.
• Replaced faulty hardware: RAM, PSU's and hard drives.
• Remove malware infections using an assortment of tools/techniques.
• Managed email accounts within the Exchange email server.
• Expanded wireless connectivity using secondary routers, and signal repeaters.
• Researched and replaced faulty motherboard with comparable models when an exact replacement couldn't be found.
• Printer support for all user needing to have printers added & toner change
• Liaised with multiple global IT vendors and telecommunications partners
• Created extensive documentation on processes and programs

Confidential, New York, NY

Fleet Manager, Senior Customer Service Representative

Responsibilities:

• Monitored the functions of ALL 700+ MFD’s, printers and grandfatheird equipment for Confidential, School & offsite equipment w/in 5 boroughs
• Assured ALL system units were running during on and off peak hours including (2) weekends a month at Confidential, working hand in hand w/ staff, doctors, technician’s & any department posing our leased equipment totaling 14,000 employee’s in the NYC area
• Made decisions when new equipment was needed after evaluation after using monitoring equipment for consumables used & breakdown frequency
• Kept accurate records of ALL service request, transactions, including new installs, move request forequipment to new departments & relocations within the hospital & removals with request
• Worked for various law firms doing key-op, Xerox & Docu-Tech workI,E, Cravath, Swaine & Moore - Lebouff, Lamb & Green-Milbank, Tweed, Hadley & McCloy - Davis Polk - Skadden, Arps, Slate, Meagher & Flom - Mendes & Mount - Simpson datcher & Bartlett
• Performed at my highest level of work, due to deadlines
• Worked 13 months at the Xerox over flow center doing scanning, Binding & managing large scale projects needing extra staff on the3rd shift
• Liaison between Xerox, the onsite Winston staff & Winston resources w/payroll & any issues dat might arise with 15 temp staff members
• Responsible for duplicating jobs and ensuring dat all deadlines were met. monitored and maintained attendance, weekend scheduling
• Worked 2nd shift and made sure duplicating request were fulfilled for all HEAD Partners along with having briefs delivered once completed & sent via back service to their home if jobs were not completed upon their departure
• Worked hand in hand with the IT department for setting up scanners and printers were networked
• Specialized all types of bindings Velobound, GBC, 3 hole, Heated tape Binding,
• Docu-tech Experience, I was sent to Xerox training to learn and teach others about the functions of the machine & how to use it
• Serviced all satellite printers & copiers in the firm from the 19th To 41st floor
• Contact Kodak, Xerox & Minolta vendors for after hour service needed on any of the machines in the reproduction department