Senior Support Contractor, IT Resume New York, NY - Hire IT People

SUMMARY

Flexible IT professional with a Bachelors in Computer Information Systems, more than five years of experience and expertise in data processing, software and hardware support, and equipment maintenance in civilian and military settings.
Diligent and dynamic individual equipped with a productive work ethic and a high degree of personal integrity. Highly analytical, capable of identifying, understanding, and resolving complex problems and issues.
Engaging and flexible individual equipped with the ability to efficiently perform as an individual or in a team of diverse professionals in order to promote organizational success and development.

AREAS OF EXPERTISE

Windows / Mac Administration
Problem - Solving and Mitigation
Regulatory Compliance
Network and Technical Support
Hardware and Software Management
Customer Service
Mobile Devices
Process Improvement Initiatives
Technical Documentation

TECHNICAL SKILLS

Software: Microsoft Office Suite (Outlook / Exchange), Adobe Creative Suite, Norton Ghost, Google Chrome, Firefox, Kaspersky, VMware, Remote VPN (Citrix, Juniper, Bomgar, LogMeIn, Teamviewer), Ticketing Systems(ManageEngine, TrackIt, OTRS, Dell KACE, JIRA)

Platforms: Windows (95, NT, XP, Vista, Server 2008, 7, 8, 10), Apple iOS, OS X

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Senior Support Contractor, IT

Responsibilities:

Addressed all technological issues and concerns of users via phone, remote and in-person.
Desktop, Tier 1,2,3 Network, and Account Management / Creation (AD, Exchange)
Solely responsible for OS X support for the Americas; created and deployed images via Netboot.
Primary SCCM administrator; created and deployed images, software packages while maintain clean inventories of both.
Primary OS X / Apple product administrator; designed, documented and analysed business solutions for current Apple device inventory
Escalation point for fellow technicians regarding all desktop and server applications.

Confidential, New York, NY

Desktop Support Contractor, IT

Responsibilities:

Addressed all technological issues and concerns of users via phone, remote and in-person.
Desktop, Tier 1 Network, POS Systems, and Account Management (AD, Proprietary Databases)
Completed all newly assigned tasks in an efficient manner resulting in increased responsibilities and task delegation.

Confidential

Desktop Support, IT

Responsibilities:

Addressed all technological issues and concerns of users via phone, remote and in-person.
Desktop, Network, IP Phones, Account Management (AD, Proprietary Databases)
Assisted in making changes to desktop rollout procedures, reducing desktop imaging down to 20 minutes, down from two hours. Current implemented process allows for pre-imaging 25+ desktops in a single day, allowing for on-demand projects or instant recovery.
Expert handling of incoming support calls and trouble tickets on a daily basis as part of the first response team. Same day reply on user requests, leaving detailed replies if user was unavailable for assistance.
Created easily accessible system for technicians to view, edit, and manage Knowledge Base (KBs) articles from any organizational computer.
Salvaged equipment (Dell Desktops) that had been considered "unrepairable". Instrumental in starting organization on Dell's next day part program, reducing the need for external technicians and desktop repair times to same day or next day.
Deployed 300 computers in office move, ensuring proper setup.

Confidential

Desktop Support, IT

Responsibilities:

Addressed all technological issues and concerns of users via phone, remote and in-person.
Desktop, Network, IP Phones, Account Management (AD, Proprietary Databases)
Facilitated the installation and rollout of a new anti-virus software and upgrade for more than 300 stations using TeamViewer which ensured minimal operations downtime.
Utilized Active Directory in organizing and managing user accounts.
Took charge of documenting and organizing trouble tickets through the Open-source Ticket Request System (OTRS).
Extended IT services and support to company personnel upon requisition.
Increased overall worker efficiency by identifying and executing appropriate hardware support solutions to purchases and installations.

Confidential

Desktop Support Engineer

Responsibilities:

Resolved technical issues, properly documented and monitored results through email, phone support, and LOGMEIN.
Expertly accomplished key tasks in highly stressful situations while maintaining the highest standards of customer service.
Monitored problem resolution initiatives by appropriately documenting trouble tickets using Numera Trackit.
Identified malware and viruses; removed all potential threats; and developed procedures that were utilized as a standard in resolving malware issues.

We provide IT Staff Augmentation Services!

Senior Support Contractor, It Resume

New York, NY

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