OBJECTIVE

• me have 18 years of IT experience at various levels of responsibility. me is seeking a technical support position with varied responsibilities in a fast paced environment dat demands problem solving abilities, organizational skills, team work, and the ability to work independently.

PROFESSIONAL EXPERIENCE

Confidential

Level 1 Helpdesk Analyst

Responsibilities:

• Provided level 1 support for Office 365 and 2013 with a strong emphasis on Outlook
• Troubleshot hardware issues Dell desktops and laptops as well as Macs dat were used extensively by remote users
• Was the primary point of contact for supporting Icentra, Sunquest, AS400, Webex, Kronos and WebCollect.
• Troubleshot and setup basic network printers
• Trouble shot network connectivity issues using AD and performed password resets, reactivation of accounts and unlocked Ad accounts using AccessWeb.
• Performed Bitlocker resets.
• Setup and troubleshot remote access issues using Digipass and Pulse secure.
• Provied level 1 support for medical and administrative personnel nationwide, including American Samoa, the Philippines and the Commonwealth of Puerto Rico.
• Was the primary point of contact for software support of applications, CPRS, Vista, MyHealthyVet, Office 2010 and Office 365, Internet Explorer, Windows 7, Cisco Any Connect and Citrix.
• Troubleshot a wide range of connectivity issues for IE based applications, Windows logon and network printers.
• Provided support for users nationwide using Iphone6s and performed Good password resets and configuration of the phones.
• Reset passwords for users experiencing logon issues with Windows 7 using Active Directory
• Provided primary support to all employees working remotely using Cisco AnyConnect and oitp token.

Administrator/Desktop

Confidential

Responsibilities:

• Provided level 2 support to 200 + sound engineers and administrative personnel.
• Provided Level 2 support for all personnel having hardware issues using Lenovo T50, W541 laptops, P310 desktops, printers and scanners.
• Troubleshot all off the shelf and proprietary software.
• Imaged all machines for new hires and for troubleshooting purposes using SCCM.
• Troubleshot all network connectivity issues, password resets in AD and troubleshot/configured all wireless issues escalated from level 1 and Cisco VPN.
• Maintained, Monitored troubleshot network hardware including switches and servers.
• Activated, troubleshot and configured Iphone 6s phones.

Windows 7 Rollout Specialist/Epic Setup Technician

Confidential

Responsibilities:

• Updated all XP machines to Windows 7 using SCCM
• Provided post image support for all applications and hardware, network connectivity,application requests and web based applications remotely using Go - To-Assist and on thephone.
• Provided Level 2 Support to all medical personnel and departments, Directors,
• up to CEO and VP Level at 3 hospitals and 39 off site practices.
• Did data backups and restores.
• Added all software through SCCM dat were not part of the Basic Build includingMS Office 2010, CE, Metavision, Centricity, Onbase, Firefox and Single Sign on andprovided post image support.
• Instructed end users nurses, doctors and administrative personnel in differences betweenXP, Windows 7, Office 2007, Office 2010 and Epic applications.
• Installed all Epic hardware and tested for connectivity issues and troubleshot all apps.Troubleshot all connectivity issues with the end user.
• Updated all calls for status, procedures and closure using Sharepoint.

Level 2 Technical Support Analyst

Confidential

Responsibilities:

• Provided level 2 support for Compucom Technicians conducting a major upgrade of hardware, IBM ThinkPad 430s and HP 8300 desktop PCs and a migration to Windows 7 from XP for all New York Life Sales Offices and General offices nationwide. If the technicians had any hardware, software, configuration, backup or restore issues the issue was escalated to the group dat me was a member of.
• Provided level 2 support for all field staff persons, including Executive VPs and Regional VPs with software issues me.e. Office 2007, including Outlook, Java, FTIS, IE 9, DN21, Agent Portal, OWA DMS, Windows 7, XP, Rumba and Symantec End Point Protection. Connected remotely to users using Go to Assist.
• Provided Level 2 support for all field personnel having hardware issues, including Lenovo 420 and 430 laptops, HP 8300 desktops, HP printers and scanners,
• Troubleshot all network connectivity issues, password resets in AD and troubleshot/configured all wireless issues escalated from level 1.
• Reimaged laptops and desktops as needed for break/fix issues and pushed all software upgrades and requests via Altiris including WinMagic.
• Updated and inputted asset management information in Remedy.
• Updated Knowledge Base
• Performed all on boarding activities for new employees. Imaged the laptop and desktop, pushed software on an as needed basis. Assisted end user in initial setup of deployed hardware, outlook setup, import/export of data, setting up network printers, Secure Doc password initiation and instructed the user in the general IT practices, how to generate an incident of work request in Remedy.

Level 2 Desktop Technician

Confidential

Responsibilities:

• Provided level 2 support for 150 internal and 500 external users from Administrative Assistant
• to Software Developers to Executive Vice Presidents.
• Provided support to users for in excess of 200 different software packages, including Windows XP and 7, Office 2003 and 2010, IE 8 and 6, Avaya, Nortel Contivity VPN Client, Bi - Query/Hummingbird, Omni Station, Verizon Access Manager and software development tools.
• Troubleshot all connectivity issues for vpn, network and wireless.
• Configured, deployed and troubleshot all issues for Blackberry 9333s and 8310 including enterprise activation and password resets.
• Reimaged hard drives and fulfilled all software requests using Tivoli.
• Provided hardware support for Lenovo 410s and 420s, printers, aircards, Blackberry s. Swapped out all components on the laptops and did all hardware upgrades.
• Scanned all hardware into the inventory system using Tamint.
• Primary support technician for a limited MAC population.
• Created accounts in Active Directory and Blackberry Manager.
• Deployed and configured all Avaya IP phones.
• Setup and configured RSA tokens.
• Setup audio/visual hardware for town hall and training meetings
• Performed all on boarding activities for new employees, imaging machines, deployment of laptops, desktops, mobile devices, Voip phones and initial access to Outlook. Instructed new users in IT general practices, accessing email, initiating incident requests in Remedy and service requests.

Desktop Technician

Confidential

Responsibilities:

• Was primary desktop support technician to 600 users in all departments on 3 floors.
• Provided software support for standard off the shelf software, Office 03, XP, Adobe Standard 7, me.E 8, Lotus Notes and proprietary software.
• Primary software support technician for Cognos,, Ecounsel, Imanage, Fastracc, Corptax, PTMS,
• Performed all hardware swap outs on Dell desktop PCs and IBM ThinkPad laptops.
• Supported General Counsel’s Office.
• Troubleshot network connectivity issues.
• Swapped out hardware for PCs and laptops as needed.
• Provided hardware and software desktop support to 500+ users at all levels in organization, from Vice President to Administrative Assistant
• Removed 200+ PCs from the floor, inventoried removed hardware, disabled hard drives, prepared paperwork for disposal of PCs
• Deployed new PCs with new Ghost images to all end users, upgrading them to comply with new federal government standards

Level 2 Desktop Technician

Confidential

Responsibilities:

• Provided level 2 desktop support for all end users, Executive VPs, administration personnel and traders via Remote Desktop and or SMS remote control for associates onsite and global
• Provided level 2 support for various Microsoft products, XP and Vista OS, Office Suite, Outlook, me.E 6 and 7, and in house written applications 3rd party applications
• Beta tested Microsoft Office 2007
• Setup, configured and troubleshot all Blackberry issues.
• Troubleshot all connectivity issues related to Citrix and coordinated support with the dedicated Citrix Analyst Team.
• Troubleshot all desktop and laptop hardware issues, primarily IBM Lenovos. When necessary swapped out system boards, mem dims, hard drives, video cards and peripherals.
• Diagnosed and fixed all connectivity issues, LAN and WAN related.
• Imaged and deployed all new desktop PC’s and laptops using a Ghost image and did all post-install configurations and software installs, via SMS packages and WISE packages
• Created new accounts using Active Directory, reset passwords and added users to groups, set permissions.
• Managed moves throughout the organization and ensured applications, desktop configurations and settings were intact after move. Worked with the network team to ensure routes were open from one location to another.
• Planned and implemented hardware, software and network projects as requested
• Provided level 2 support to all end users via the phone and at their desktop. This also included the Executive Support Team
• Provided primary support for MS Office, Outlook, Microsoft Communicator, IE 6 and 7, VPN software and the Adobe Suite and proprietary software.
• Provided primary support for hardware support, me.e. printers and peripherals
• Primary technician for backing up and doing restore of the servers using Alta Vista
• Completed all re-imaging and configuration of laptops/desktops for all employees / new hires
• Created new accounts in Active Directory, reset passwords and put users in appropriate groups.