PROFESSIONAL EXPERIENCE

Desktop Support Analyst

Confidential, Quincy, MA

Responsibilities:

• Supporting 150 laptops, desktops, tablets and mobile devices.
• Supporting 60 Servers both physical and virtual.
• Support Cisco Telepresence and Extron Audio systems in 5 conference Rooms
• Monitor halpdesk queue and respond to end user inquiries in a timely manner with resolution.
• Troubleshoot connectivity issues on both LAN and Wireless networks.
• Support VPN and 2 factor authentication issues and escalate when needed.
• Oversee in office projects with other teams within teh organization.
• Schedule moves and coordinates with affected users or owners of systems being moved.

Applications/Hardware Experience: Windows 7 - 10, Windows Server 2000 - 2012, Active Directory, Office 2013 - 2016, Office for Mac 2011 - 2016, Office 365, IOS 8 - 10, Android OS, Mac OS, RDP, Cisco Telepresence Video Conferencing, Jabber for Cisco Telepresence.

Senior PC Technician

Confidential, Brockton MA

Responsibilities:

• Supporting 12000 devices (desktops, laptops, tablets and mobile devices) across 24 buildings in Brockton
• Manage staff of 5 Field Service Technicians that respond to Help Desk Tickets in a timely manner. Typically face to face desk side support of end user issues that can’t be resolved remotely.
• Schedule and oversee projects and rollouts to ensure that teh expected timelines are met
• Supporting 30 Servers both physical and Virtual
• Support district issued IOS Devices. Activating and Deactivating as well as troubleshooting non-functioning devices.
• Monitor halp desk mailbox and respond to end user inquiries in a timely manner.
• Answer halp desk hotline and assist end users with issues remotely when possible or face to face. Open work orders in call tracking system Track-IT.
• Installed and configured Office 365 environment and migrated users to teh cloud.
• Managed deployment of 1600 new desktops into teh district.
• Managed IOS devices and Android devices on teh wireless network.
• Wrote documentation for setting up email on IOS and Android devices.

Desktop Support Engineer

Confidential, South Boston, MA

Responsibilities:

• Supporting 1100 devices (thin clients, desktops and laptops) across 35 sites in teh Greater Boston area.
• Supporting 20 Servers both physical and virtual.
• Monitor halp desk mailbox and respond to end user issues and requests accordingly.
• Answer Help Desk hotline and assist end users with issues and open work orders in Track-IT call tracking software.
• Windows 98- 8, Windows Server 2000- 2008, Active Directory, Exchange Server 2003- 2007, VMWare, Citrix XenApp 6.0- 6.5, Xen Desktop, Office 2003- 2013, RDP, Logmein Rescue, Logmein Central, VNC, BES, BIS, Microsoft Active Sync, IOS, Android, Mac OSx, Good Technologies, Cisco ASA, PepLink 210- 310, PGP Encryption, Trucrypt encryption software, Deep Freeze
• Installed and configured Good Technologies for central management of IOS and Android devices to support personal device usage on our corporate network.
• Managed Device account with Sprint for Company Issued Apple and Blackberry devices. Activating new users and removing users from Company account with teh assistance of our Account Rep.
• Assisted in teh upgrade of our Citrix Farm to XenApp 6.5
• Wrote instructional documentation to assist end users with Archiving Email to comply with company mailbox quotas.
• Wrote procedure for adding and removing users from teh BES Server.

Service Delivery Engineer

Confidential, Bloomfield Hills MI,

Responsibilities:

• Working independently at customer locations supporting daily IT operations.
• Supported 2 FDA validated environments. One environment TEMPhas 200 end users and 7 servers. Teh other TEMPhas 100 end users and 12 servers.
• Application/hardware experience
• 21 CFR Part 11, cGMP trained, Active Directory, Symantec Backup Exec, Veritas Net Backup version 6.0 and 6.5, Exchange 2003 and Exchange 2007, Sonicwall Firewalls, BES, BIS and Microsoft Active Sync, RIS, Ghost, VMWare and PGP Encryption software.
• Installed and configured RIS server for new hardware.
• Wrote procedure to outline step by step instructions for imaging machines using teh RIS.
• Installed and configured Veritas Net Backup for Windows servers both physical and virtual.
• Wrote procedure for backups of teh physical and virtual servers.

Field Engineer

Confidential, Charlestown MA,

Responsibilities:

• Working independently at customer locations supporting daily operations, IT planning and installation needs of multiple customers.
• Supported customer with 150+ workstations and 8 servers.
• Active Directory, Symantec Backup Exec, Symantec AV Enterprise/Corp., Exchange Server, Sonicwall firewalls, Terminal Server, SharePoint Services 3.0, BES, Windows 98- Vista, Configuration of Windows & Palm OS based Mobile Devices and BlackBerry Devices.
• Wired and configured workstations and AD setup for teh servers.
• Exchange server; setup. Experience with calendar/task sharing, troubleshooting exchange, building exchange from scratch, restoring exchange from backup, Outlook configurations, RPC over HTTP/s, experience with Exchange 5.5 to 2003.
• Experience with roaming and mandatory profiles, promoting and demoting DCs, maintaining environments, FSMO roles, designing, and group policies. Experienced with Server 2000, Server 2003, and SBS 2003.
• Terminal Server; environments up to 20 users, experience with licensing, group policies, software install, permissions.

Systems Integration Specialist

Confidential

Responsibilities:

• Manage & maintain software licensing for organization.
• Manage & maintain hardware inventory for end user equipment as well as servers to ensure support & maintenance contracts are active and up to date.
• Troubleshoot & resolve end user problems via call tracking system or phone hotline.
• Research new technology for deployments & upcoming implementations.
• Coordinate logistics for deployments, trade shows and conferences.