SUMMARY

• Versatile IT analyst with experience in configuring, maintaining, and troubleshooting numerous enterprise software and hardware solutions.
• Customer service oriented with a combined IT skills emphasizing strong interpersonal communication, team building, training, and leadership.

TECHNICAL SKILLS

Technical Skills: Basic knowledge on DNS/DHCP, TCP/IP, VPN, IT Security, Network Security, Python, Alice, PowerShell, Remote Desktop, SQL, Asset Management, Motorola Services Platform, Fiberlink Maas360, MobileIron, Citrix and Cisco VPN client, Project Manager, iOS troubleshooting, End User Experience (EUX), Linux (Kali, Ubuntu, Mint), Mac, Lotus Notes, Microsoft Office (all versions), and malware/virus/spyware removal.

Managerial Skills: Strong attention to detail, sociable, excellent communication and customer service skills, problem solver, self - starter, highly organized, efficient in daily tasks, team worker, hard worker, strong technology troubleshooting skills, ability to lead projects (completed a SixSigma Project), Open to challenges, technology researcher, and flexible.

PROFESSIONAL EXPERIENCE

Confidential, Waltham, MA

Information System Technologist II

Responsibilities:

• Serve as one of the 3 main contact for all IT purposes for Raytheon’s SLT (25) and their admins and ensure immediate response.
• Oversee IT support and asset life cycle management for our client’s devices.
• Configure of all executives and their assigned admin computer Confidential and peripherals.
• Configure, setup, and maintain all software of all executives and their assigned admin.
• Provide remote support as required (available 24/7 if needed).
• Provide remote event support as required by the executive(s) or Executive Support Manager (onsite meetings and major offsite events).
• Test, evaluate, and recommend new products to enhance productivity.
• Responsible for small projects to improve executives and companywide productivity.
• Key member of UAT (User Acceptance Tester) testing new technology to be implemented (SharePoint, Windows 10, and Office 2016 migration including migration from Notes to Outlook).
• Lead small projects to improve support to Senior Leadership Team and its members.

Confidential, Westford, MA

Senior IT Support Specialist

Responsibilities:

• Provided Second and Third Level IT support to all end users (over 700 total), including VP’s, Executives,
• Manufacturing floor, International Offices (Europe, Asia, South America), and sales representatives.
• Hands on experience troubleshooting of laptops/desktops, mobile devices (iPhone, iPad, and Android), LAN line phones, printers, and network devices.
• Maintained and upgrade, company’s system’s imaging (Ghost).
• Maintained, supported, and troubleshoot all video conference tickets and meetings.
• Worked with business customers, internal IT Staff and 3rd party vendors to identify, coordinate, escalate and resolve technical support issues.
• Active Directory: Create, delete and modify user’s access.
• Supported Office Suite Applications (Word, Excel, Access, PowerPoint, and Outlook).
• Apple OSX and some Linux based Confidential (Ubuntu and Mint) support.
• Proficient with desktop security applications.
• Installed, configured, customized, maintained and supported applications on users’ desktops.
• Documented procedures and solutions for the company’s Desktop Support Knowledge System for both internal IT team and end users.
• Oversee and coordinate hardware and software rollouts to the entire company.

Confidential, Daytona Beach, FL

Desktop Support/ Mobility Analyst

Responsibilities:

• Part of the Deployment team that developed and deployed mobile device solution for enterprise sales force which included over 1500 Confidential and Confidential .
• Developed training curriculum on iPad/iPhone orientation and presented to Sales Force.
• Part of a Deployment team migrating over 1500 Laptops and 2000 Desktops to Windows 7.
• Installed and configured administrative software platforms used to monitor all mobile devices in over 200 divisions throughout the country (Maas360).
• Traveled to divisions all over the country to ensure proper setup and configuration as well as to provide orientation on how to use new equipment.
• Provided second and third level hardware and software support for corporate offices and over 200 divisions throughout the country.
• Imaged desktops and laptops using Ghost Cast Server and Dell Image Direct.
• Controlled all facets of IT asset management, pushed windows updates, patches, and inventory using Numara Asset Management (BC Footprint).
• Activated network ports as request by users for their machines or printers.
• Added, deleted, and modified user’s accounts using Active Directory.
• Trained new hires and created detailed documentation for troubleshooting scenarios (FAQ’s and self-helped related documents).

Confidential, Ormond Beach, FL

Jr. Programmer

Responsibilities:

• Created, added, and modified source code to main program system to meet customer’s specs and packaged following a pre-spec document (Assembly Language).
• Tested beta version in the lab to identify any issues and errors in coding (QA).
• Support customer with any issue related to our software or future add on after deployment.
• Added, created, and modified company’s Web Based Money Market page with current data and news related to the money market field.
• Maintained, tested, and updated company's database daily with new data collected from our money fund data collection team.
• Provided tech support to clients inside and outside the US.
• Sent, maintained, and updated all company's electronic publications to company clients.
• QA all data to make sure it was correct before updating system or sending to clients.
• Provided professional and superior customer service to clients by always communicating and informing them with any changes or updates.