Summary

CISCO Routing Protocols RIP RIP2 OSPF EIGRP

SOFTWARE Cisco Call Manager 8.6 VM Ware Solarwinds monitoring Active Directory RSA

HARDWARE Cisco and Avaya IP Phones Racking Cisco Routers and Switches Wiring IDF closets to support Cisco Infrastructure to Access and Distribution Layer Switches

EXPERIENCE

Confidential

Computer Support/NOC

• Onsite liaison during the hours of 12 00am and 10 00am EST between the Headquarters and subordinate offices in diagnosing and reporting problematic WAN circuits WLANs and network outages.
• Monitor network activity to ensure high network availability to all system users and perform necessary maintenance to support network availability before escalating.
• Responding promptly to customer sites from information that is provided by ticketing system.
• Resolved Problematic Telecommuter access via Citrix

Confidential

Lead Support Analyst

• Replaced End of Life Cisco Routers and Switches
• Upgrading racking and cabling of Core 6500 Cisco switches and Cisco 4510 Distribution Switches
• Solarwinds monitoring to support IT infrastructure diagnosis repairing and traffic pattern analysis.
• BAS Administration/Blackberry s iPhones and Androids
• Resolved Problematic Telecommuter access via Citrix
• RSA troubleshooting
• MaaS360 and BAS Administration
• Rollout of Windows 7
• Support for Word Excel Powerpoint Outlook 2010
• AV Conference room setups
• Deployment of IBM Lenova Laptop Verizon MIFI Cards
• Analog PBX Phone System
• Utilized Go to Meeting to configure home Windows 8 XP Apple machines
• Configuration and troubleshooting of Adroids iPhones Blackberrys
• PC Repair
• iManage Document System

Confidential

Helpdesk/Desktop Analyst

• PBX Phone System MAC
• Installation configuration maintenance and troubleshooting of end user workstation hardware software and peripheral devices
• Installed Hard disk Optical drives Sound cards CPUs memory power supply units network cards video graphics cards and hard disk controller cards on PC systems
• BAS Administration/Blackberry s iPhones and Androids
• Rollout of Windows 7 and Office 2010
• Support for Word Excel Powerpoint Outlook 2010
• AV Conference room setups
• HP Desktops and Laptop
• Laptops and MIFI cards
• PC Repair
• Daily Tape Back Up

Confidential

Help Desk/ Desktop Analyst II

• Maintained Avaya VoIP Phones and performed vendors meets between Avaya and Circuit providers Verizon until WAN resolution was achieved Maintained inventory records of technical devices printers workstations etc. deployed on network and loaner laptop pool.
• Provided 1st and 2nd level support on Microsoft Windows 2000/2003 servers Active Directory Group Policies DNS DHCP Terminal Services user account management permissions and responded to helpdesk calls on network connections issues.
• Conversions included Avaya VoIP and Windows 2000 to Windows XP for clients located in the midtown office.
• Setup mobile units for video connections utilizing H323 protocols
• Provided 1st and 2nd level technical support resolving a variety of technical issues concerning MS Office 2003 2007 Cingular and T-Mobile blackberry services video conferencing audio conferencing and telecommuter remote access utilizing Citrix.
• PC repair of HP Compaq laptops and desktops.
• Identified researched and resolved a myriad of technical issues via telephone support or desk side visits.
• Documented tracked and monitored technical problems to ensure a timely resolution.
• Collaborated with the word processing department regarding resolution of problematic Word Excel and Power Point documents workbooks and presentations.
• Re-imaged laptops and desktop utilizing Norton ghost software.

Confidential

Senior Customer Support Specialist/Network Account Administrator

• Created Windows Accounts for new employees utilizing Novell s Console I NW Admin Active Directory Users and Computers Windows NT and Docs Open.
• Created and moved Exchange Mailboxes disabled Windows Accounts and changed names on user accounts within the Firm created Exchange groups.
• Provided all levels of support including Microsoft Office Legal Software Hardware and Blackberry s Citrix Local Area and Wide Area Networks.
• Worked closely with Support Staff and Attorneys to resolve issues with problematic Word Excel DeltaView and PowerPoint documents.

Confidential

Help Desk Analyst

• Provided weekend technical phone and desktop support for the NYC office as well as for Los Angeles and Miami Offices.
• Provided all levels of support during weekends for the NYC Office.
• Assisted large amount of users working remotely from home on the weekends to access the network utilizing Citrix Client Software to establish connectivity to the network remotely.
• Installed and configured Blackberry and Palm PDA Devices.
• Added new Blackberry users to Blackberry Enterprise Server.
• Insured WAN connectivity during weekend shift and proactively monitored servers to discover issues before the issues were realized by our end user population

Confidential

Consultant - Weekend

• Provided weekend and late hour technical support for Global infrastructure consisting of U.S.A. Asia and Europe. Provided second level floor support. Additional task included the configuration of IBM 560 560e 560x and T20 laptops and maintenance of network printers.
• Worked closely with Word Processing Center attorneys and support staff to resolve problematic MS Word Excel and PowerPoint documents.
• Performed conversions utilizing Doc X-Change from MS Word to WordPerfect and WordPerfect to MS Word 2000.
• Assisted Attorneys working remotely to access network utilizing Shiva service to connect to Network with IBM 560 560es 560xs T20s T21s laptops and home computers.