SUMMARY:

• Seasoned Information Technology Professional skilled in Infrastructure, Hardware and Software support with a proven ability to communicate with people of all skill levels and experience. Recognized as a creative problem solver having a demonstrated ability to think outside the box.

TECHNICAL SKILLS:

• Mac OS (10.4 - 10.13), Mac OS X Server (10.6-10.11), Windows 7/8/10, Windows Server 2003/2008 R2
• Active Directory, MS Exchange 2010/O365, MS Office 5, MS Office 2011/O365 (Mac)
• Novell NetWare 2.x - 6.x, Novell ZENWorks, Symantec Backup Exec 2010/2012, Symantec Norton Anti-virus Enterprise Edition
• ARCServe 6.x, Symantec Norton Ghost, VMWare Fusion 5.0/6.0, VMWare vSphere 4.0/5.0
• Cisco AnyConnect VPN, Astaro Security Gateway 425, Polycom video conferencing systems, Cisco MERAKI wireless.

PROFESSIONAL EXPERIENCE:

Confidential, Boston, MA

Desktop Support Technician

Responsibilities:

• Support, configure, maintain, and troubleshoot PCs.
• Participate as a member of the PC Support Team, which provides computing services and direction for NA users of Windows 7, Windows 10, Office 2013, Office 2016, Internet Explorer, Outlook and other business applications on PCs and laptops attached to a Windows Active Directory local area network.
• Be responsible for the setup of new and used computers, including coordination with the user and configuration of new laptops and PCs using Microsoft Image delivery tools.
• Troubleshoot hardware and software problems for PC users.
• Assist in the evaluation, testing and implementation of new and upgraded PC hardware and software, such as Windows Operating System, MS Office, VPN clients, virus protection software, etc.

Confidential, Boston, MA

TSS Team Lead

Responsibilities:

• Hands On support for user community while overseeing 5 other technicians and providing basic direction.
• Imaging and performing basic break/fix on laptops and desktops.

Confidential, Boston, MA

User Support Specialist

Responsibilities:

• End User support for Mac (OS X 10.9 - 10.12) and Windows 7/10 systems in Boston, Los Angeles, Milan, and Shanghai offices via walk up or remote access (Using BOMGAR remote access software). Managed via Spiceworks ticketing system.
• Assist end users with configuration of iOS and Android devices (phones and tablets).
• Diagnose and resolve wired/wireless connectivity issues.
• Imaging, configuring, binding computers to Active Directory, setting up drive encryption, mapping drives, and setting up printers (both Mac and Windows).
• Adding/Modifying/Deleting user objects in Active Directory.
• Support of MS Office 365 including Outlook 365 and Exchange 365 and archiving of terminated employee email.
• Maintain network printers.
• Maintain corporate conference rooms A/V configuration.
• Participated in the Relocation of the Corporate Headquarters from Newton, MA to the Seaport District of Boston.
• Participated in the interview process of new consultants for the IT Dept.

Confidential, Needham, MA

User Support Specialist

Responsibilities:

• Responsible for management and administration of desktop services.
• Assist in determining the overall strategy for enterprise desktop infrastructure
• Responsible for the management of vendors that supply, maintain and or provide warranty of desktop services.
• Plan upgrades and roadmaps for new desktop management tools.
• Develop process documentation for updates and software deployments.
• Provide support for all desktop infrastructure related issue.

Confidential, Newton, MA

User Support

Responsibilities:

• Provide end user Hardware/Software support for Mac and Windows users.
• Imaging, configuring, binding computers to AD, setting up drive encryption, mapping drives, and setting up printers (both Mac and Windows).
• Assisted with conversion to new Anti-Virus system.

Confidential, Boston, MA

Service Desk Technician

Responsibilities:

• Provide end user Mac Hardware/Software support for the Boston Confidential office.
• Networking Support for WIFI.
• Support Mac / iPhone / iPads.

Confidential, Cambridge, MA

End User Services Engineer

Responsibilities:

• Provide end user Hardware/Software support in a mixed Mac/Windows Worldwide environment.
• Imaging, configuring, binding computers to AD, setting up drive encryption, mapping drives, and setting up printers (both Mac and Windows).
• Support of MS Office 365 including Outlook 365 and Exchange 365 and archiving of terminated user emails.
• Provided user support via telephone, GoToAssist, and desk side.
• Created new user accounts in Active Directory and Shoretel phone system and set up new hire equipment for local and remote users.
• Assist with troubleshooting of network issues.
• Assist with VMware VSphere environment.
• Installed non-standard software, as needed, for both Macs and Windows.
• Supported iOS and Android devices (phones/tablets).
• Supported and assisted in upgrade of PolyCom Video Conferencing systems.
• Ordered and maintained inventory of peripheral equipment for user community.
• Worked with SCCM as a Help Desk ticketing system.

Confidential, Waltham, MA

IT Consultant/IT Manager

Responsibilities:

• Managed a mixed Mac/Windows network (Mac Server OS X 10.6.8/Windows Server 2008r2).
• Managed MS Exchange 2010.
• Managed VMware VSphere environment.
• Managed Lenel site security system.
• Shoretel phone system user support.
• Support of Exchange 2010 Server and archiving of terminated user emails.
• Oversaw and performed data center relocation.