PROFESSIONAL OVERVIEW

Information Technology Professional. Hands-on visionary with advanced technical expertise. Strong analytical skills and implementing complex network environments. Successfully meets the challenge of remaining current with new and developing technology.

Demonstrated leadership with customers and consistent quality in the technical development of colleagues. Confident and committed to achieving excellence while providing stability and growth in computing environments.

KEY STRENGTHS

• Clear and convincing oral communication skills maintains logic and clarify in pressure/intense situations. Extremely clear and thorough writing skills well-prepared in routine or complex environments.
• Establish and maintain a customer service environment in PC support by developing and maintaining relationships with users to understand specific needs, goals and projects.
• Keep customers abreast on the latest trends and changes within the company by creating bulletins and other informative documentation.
• Coordinate and perform various computer projects such as upgrades, installations, configurations and on-site repair visits.
• Debugging and Problem Solving Skills.
• Provide Front line hardware and software technical support
• Create and distribute software to customers.

TECHNICAL EXPERTISE

Technologies: All MS Operation systems as well as current version ,MS office 2003 to current, Quest report writer, Crystal Reports, Snag-it, Oracle client 9,10 and 11, Dream weaver Ethernet, DNS, MS Exchange Server 2008, Active Directory ,WebEx, Putty.exe, Angry IP Scan, Blackberry Devices, Networking TCP/IP LAN/WAN, Internet Explorer, Lotus Notes, Outlook, IntelliApp Work Flow Apps: AutoTask, Track-it, Spice works, Support Magic Remote Access tools: VMware, GoToMyPc, PcAnywhere, UltraVNC, Showmypc, teamviewer, Bomgar, Dame ware, Terminal Services, Firewalls: Sonic Wall, Cisco VPN, Operating Systems: Windows XP, Windows 7 and 8, Mac OS X

PROFESSIONAL EXPERIENCE

Confidential

IT Specialist-Help Desk Manager

• Experience troubleshooting the current versions of the Windows Desktop Operating Systems.
• Experience working closely with Infrastructure team to narrow down problems and finding a resolving in a timely manner.
• Train, coach and mentor Service Desk Specialist levels 1 /2 overseeing staff activities.
• Manage process for communicating outage/system upgrades/emergency activities to the organization.
• Desktop support- Configuration, troubleshooting, consulting, installation, software distribution, centralized antivirus management and Desktop management of workstations.
• Provided support for critical applications- email Admins and management , User Authentication, and web services.

Confidential

Systems Engineer

• Monitor the Network management tools for any alarms and escalate if necessary
• Perform hardware installation: racking equipment
• Coordinates with vendors for installation of router, bridges, switches, etc.
• Assistant users with how to Install, Configure and use SonicWall VPN Client
• Use Putty to reset Client's passwords
• Use Dameware to assist users remotely who require technical assistance.
• Manage Blackberry Enterprise Activations through the BES Server.
• Responsible for Daily Backups and File restores in the Backup.exe application
• Communicates with other Departments in reporting and resolving software, hardware, and operational issues.
• Also, announce new hardware and software upgrades/downgrades
• Installs and tests software upgrades
• Performed Several Onsite visits to clients to resolve technical issues.

Confidential

Desktop Engineer Team Lead

• Install new personal computer systems and maintain existing hardware and software
• Maintain related peripheral equipment, such as printers, hubs and scanners
• Responsible for backing up and restoring data files using VERITAS and ACRONIS
• Respond to inquiries and requests for assistance with the organization's computer systems or PCs
• Create all Virtual Private Network VPN user ID's
• Create user accounts, Email accounts, and reset passwords in Active Directory
• Work closely with Systems Admin on projects such as: Expanding IP Scope, Decommissioning a domain controller and creating a Disaster Recovery Plan
• In charge of hardware setup, deployment, support and maintenance on desktops
• Create documentation for staff training for the use of desktop and server applications

Confidential

Technical Support Specialist

• Performed monthly database backups
• Supported customers using WebEx
• Resolved various workstation issues, Monitored, troubleshot and Reported Network Static
• Supported customer issues and request creating, tracking and documenting solutions in Magic support Database
• Transported client's databases, restored and ran queries in MS SQL 2000 environment to resolve issues
• Responded to all end user support issues escalated from the Help Desk
• Trained new cleint's on legal software application
• Set up MYSQL Datasources via Cold Fusion

Confidential

Technical Support Specialist

• Resolved Front line call center problems related to LAN services
• Created User Profiles and Email accounts Active Directory
• Configured and set up computers/laptops for users
• Supported customer issues and request creating, tracking and documenting solutions in TRACKIT support Database
• Responded to employee IT service request, either over the phone or in person. Support, maintain, and improve our network of Windows laptops and desktops software and hardware
• Deployed and configured new computers, printers, handhelds, or any other computer peripheral equipment
• Managed and process user access request list for new users and terminations
• Troubleshoot network problems, cabling, and installation of network equipment

Confidential

Technical Support Specialist

• Explained technical procedures in a clear, precise manner using personal knowledge and expertise
• Provided information and technical support via telephone and email for users with software problems
• Accurately and successfully identified customer problems and offered solutions.
• Resolved problems of complex scope where analysis of situations or data requires an in-depth evaluation of various factors
• Maintained accurate records with respect to the customer contacts, support volume, type of tasks done, user satisfaction with technology, software upgrades and licenses
• Serve in technical role for prevention, detection, identification and resolution of hosted software product-related issues
• Drive application enhancements based on user feedback into product marketing group
• Updated user manuals using Dream weaver
• Created Crystal Reports to display monthly account receivable information