SUMMARY:

• Information Technology it support engineer network infrastructure
• Installation/Configuration IT Site Infrastructure Process Improvements
• A detail - oriented, motivated and astute Information Technology (IT) Professional with demonstrated experience developing and deploying infrastructures and technical solutions for industry leaders.
• Extremely proficient in learning, adapting and providing proven solutions for technical or business issues in any fast-paced, deadline-driven environment.
• Strong ability to work well as a team member and leader with an exceptional work ethic.

CORE COMPETENCIES:

• Network Security
• System Backup/Recovery
• LAN/WAN
• Computer & Systems Maintenance
• Windows 7, 8 & 10
• Troubleshooting
• Mobile Devices
• Apple Mac OSX
• Hardware/Software
• Desktop Support
• Management Info. Systems
• Encryption
• Group Policy
• Active Directory
• DHCP/Print Management

TECHNICAL SKILLS:

Applications: BitLocker, FileVault, Active Directory, MS Exchange, MDT (Microsoft Deployment Toolkit, CrashPlan, PGP Encryption, HPSM & ServiceNow, Group Policy, DHCP, Print Management, Microsoft Office, Microsoft Office for Mac X 2011/2016, MS Office O365 Applications, Adobe Acrobat

Communication: Microsoft Lync 2010, Skype, Slack, Outlook, Eudora, Pine, Thunderbird

Databases: SQL Server 2012

Email System: Microsoft Exchange 2003/2010/2016 , Google Suite, Office 365

Hardware: Netgear, Linksys, Dell, HP, Asus, Lenovo desktop and laptop hardware such as Hard disk, SSD, USB devices, Video cards, Memory, Monitors, NICs, Apple Products, Android Products, Cisco Switches, LifeSize

Mobile: Android, iOS, Microsoft ActiveSync

Network Design: IP WAN addressing, Firewalls, Virtual Private Networks (VPN)

Networking: Cisco DHCP, DNS, TCP/IP

Operating Systems/Platforms: Windows (7, 8, 10), Mac, Blackberry OS, Apple iOS, Apple OS X, 10.1 - 10.13

Programming Languages: Basic HTML, Cobol, PowerShell, SQL

Remote Access: TeamViewer, LogMeIn, Apple Remote Desktop, CoRD, VNC, Bomgar, MS RDP

Server Administration: Active Directory, Group Policy, RDS, WSUS

System Backup and Restore: Acronis, Symantec Backup Exec, Citrix, Avamar, Tivoli Storage Manager

Virtualization: VMware Virtualization, Parallels Virtualization, Norton Ghost, System Imaging, VMware Workstation, VirtualBox, Citrix XenApp Fundamentals

Other: Skype for Business, Hirens, MsDART

PROFESSIONAL EXPERIENCE:

Confidential, Boston, Massachusetts

Service Desk Analyst

Responsibilities:

• Incident and request management utilizing the Agile Jira ticketing system
• Assisted by troubleshooting machines (desktop, laptops) including phone systems, video conference systems (Lifesize w/ BlueJeans), mobile phones and tablets
• Efficient support to users including senior management and executives
• Addressed and resolve all types of issues directly which were not only limited to workstation issues but also network issues (local network, Internet, Wi-Fi)
• Escalated to central teams when required and took ownership and represented the user to ensure the requests were processed thoroughly and completed
• Documentation and training:
• Gave orientation and assisted with onboarding of new users
• Provided basic in-house training in MS Office applications used (Word, Excel, Outlook, PowerPoint), VC (Lifesize, BlueJeans…) and collaborations suite (OneDrive, O365 groups, etc.)
• Gave orientation and assisted with onboarding of new users
• Contributed to team knowledge management by documenting all troubleshooting and problem resolution steps for future knowledge transfers and standards
• Workstation setup management:
• Setup and deployment for new employees using standard hardware, images and software (Windows & Mac OS X)
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Local Asset & Procurement:
• Manage asset inventory and anticipate hardware needs
• Proactively identify end of life user workstations and coordinate replacement
• Global Support
• Supported offices globally from Palo Alto to Tokyo prioritizing tickets within our Agile Jira ticketing system
• Traveled to different office locations to provide backup support as well as support site upgrades (switches, routers, desktops/machines, conference rooms))

Confidential, Boston, Massachusetts

IT Build Engineer

Responsibilities:

• Worked on a team to build out new sites which ranged from call centers to warehouses
• Constructed IDFs composed of Cisco switches and APC UPS's
• Interact and work with ISP's and low voltage contractors to install network and power drops, bring up internal and outside network connectivity, install and configure POE cameras, setting up conference, training and break rooms, configuring zebra label printers and RF guns
• Programmed LENEL badge entry system working with contractors to install, program and test
• Providing second and third-level support to our employees for all IT-related concerns, which includes supporting and troubleshooting technologies such as: Windows 7/10, Windows Server 2012, Exchange Server 2013, Active Directory, DNS, DHCP, File/Print Services, Spam/Virus Protection, VOIP telephony, CISCO networking and our own proprietary software
• Managing, monitoring and troubleshooting daily batch and backup processes
• Helping with the planning and deployment of new and upgraded products
• Helping to seek out and implement ways to make a system or process more efficient

Confidential, New Haven, CT

IT Support Specialist

Responsibilities:

• Install, maintain, and coordinate repair of desktop/laptop computing equipment
• Respond to end-user requests for assistance with core services such as email, scheduling and backup systems, software installation, data encryption, computer setup and maintenance, and peripherals
• Plan, evaluate, and assist in deployment of solutions and support for mobile devices and related applications, data and peripherals
• Collaborate with other IT departments by participating pilots of new technologies and solutions

Confidential, New Haven, CT

Technical Support Specialist

Responsibilities:

• Worked with over 20 team members to implement encryption software “Pretty Good Privacy” (PGP) for over 2,000 end users
• Utilized (TSM) Tivoli Storage Manager to backup machines before encryption; repairing and performing maintenance on computers/devices if needed
• Migrated server & local emails for 300+ end users to an exchange server each using different email clients