SUMMARY:

• Professional corporate experience in end user desktop/laptop/mobile technical support and troubleshooting.
• Solid knowledge and deep understanding of managing a Linux, Microsoft Windows, and Apple Macintosh/LAN/WAN networked environment.
• 10+ years of hands - on experience/ using Microsoft Office Suite.

TECHNICAL SKILLS:

OS: Windows NT, 95, 98, 2000, 2003, 2008 Server, Me, XP, Vista, 7, 8, Apple Macintosh 10, Lion, Yosemite, Linux Red Hat

Hardware: Printers, Scanners, Fax machines. Copiers, Routers, Switches, Cisco IP Phones

Ticketing Systems: CA Servicedesk, BMC Remedy

Mobile Devices: Blackberry, Iphone, Android, Ipad, Mi-fi

Web Design/Development: Dreamweaver, XHTML, JavaScript, CSS, MySQL, PHP

Network Tools: DNS, DHCP, TCP/IP, MS-Dos, Exchange Server, Active Directory, Terminal Server, Remote Desktop

Mobile Management Solutions: Blackberry Enterprise Server, Airwatch, Apple ITunes, Blackberry Desktop Software, Mobile Iron

Software: Microsoft Office Suite Excel, Word, PowerPoint, Access, Outlook

PROFESSIONAL EXPERIENCE:

Confidential, NY

Mobile/Desktop Support Analyst

Responsibilities:

• Setup, configured and supported audio visual, polycom, Cisco ip phones, and video conference equipment for conference and boardroom meetings in a professional corporate environment.
• Tracked, managed and inputted IT equipment using the asset management console in BMC Remedy
• Assigned, escalated, submitted trouble tickets using BMC Remedy
• Maintained, organized and arranged inventory in the desktop/laptop and monitor storage rooms.
• Responsible for the setup of workstations (monitors, docking station, keyboard, mouse) for new hires and moves for existing users.
• Acted as a floor consult liaison troubleshooting Microsoft Windows, Linux, Apple Macintosh 1st-3rd level issues including wired and wireless connectivity, display, hardware, Microsoft Office programs, Lync, Lync group chat and Adobe Creative Suite softwares in a professional and orderly manner.
• Responsible for the imaging, configuration and the deployment of enterprise networked Windows 7 desktops and laptops for new hires and upgrades.
• Scheduled and coordinated tech refresh upgrades of desktop and laptop transferring software, files, network drives and printers for users.
• Repaired, restored, backup, activated, setup, upgraded Blackberry, Iphone and Ipads for the activation of enterprise mail using Mobile Iron.

Confidential

Desktop Support Analyst

Responsibilities:

• Prepared desktops for deployment by joining Windows XP and 7 computers to the domain through Active Directory, assigning IP addresses to the workstation.
• Installed, patched, wired network cables in a LAN/WAN networked environment through ports, switches, modems and routers.
• Assembled workstation with the proper assembly of monitors, keyboards, mouse, peripherals, speakers, printers and scanners.
• Acted as a floor consult liaison for all user issues to include moves of employees’ workstations to different locations providing 1st and 2nd level PC support.
• Installed and configured Citrix, Allscripts, and Microsoft Office 2010 Professional on workstations.

Confidential, NY

Laptop Deployment Technician

Responsibilities:

• Responsible for the deployment, maintenance, support and upgrade of corporate trade user's Windows 7 laptops from Lenovo to HP.
• Transferred Microsoft Outlook pst files/signatures, data and professional documents in an orderly and timely manner.
• Installed, configured, maintained and troubleshooted software such as VPN clients, Juniper, Citrix, Microsoft Office, McAfee and other corporate standard software.
• Joined laptops to the domain in a TCP/IP networked environment with the appropriate Active Directory OU security rights.
• Documented and maintained and upgraded prework and postwork Technical Checklists.
• Installation and configuration, assembling PC hardware, mobile devices, peripherals, printers, scanners, shared and mapped drives.

Confidential, Manhasset, NY

Desktop/Mobile Support Analyst

Responsibilities:

• Repaired, installed, tested and configured all in one printers, scanners, copiers and fax machines.
• Supported, configured, and repaired Blackberry and IPhone mobile devices.
• Installed, support and configured computer software providing /assistance to users.
• Installed, configured, and tested PCs and related peripheral equipment such as monitors, keyboards.
• Scanned, filed and organized legal documents in a timely and orderly fashion.

Confidential, New Hyde Park, NY

Mobile Support Analyst

Responsibilities:

• Assisted (5000+) physicians, executives, managerial end-users iPhones, Android, Blackberry end-users with activation of service, voicemail, enterprise email activation, activation passwords, resetting passwords, security wipes, and the installation of in-house applications in a corporate environment.
• Supported end users with mobile issues over the phone
• Managed, configured, maintained BES (Blackberry Enterprise Server) adding users to the server 1 or 2 with groups, IT policies, Wi-Fi profiles and applications.
• Scheduled and coordinated routine checkups, upgrades and deployment of mobile devices.
• Troubleshoot moderate to advanced mobile devices hardware and software issues.
• Repaired and configured tablets (Ipads) and mobile hotspots (Mifi).
• Logged, monitored, closed, upgraded, changed trouble tickets via CA Service Desk and Outlook.
• Backup, maintained, restored mobile devices via ITunes and Blackberry Desktop Software.
• Created and sorted troubleshooting guides/manuals/links for mobile device users.
• Communicated with Verizon, Sprint, AT&T premier carrier representatives via telephone and email.
• Responsible for the procurement of mobile devices covering everything receiving and shipping of mobile devices in a timely manner, keeping track of the order status and comparing service by mobile device carriers.

Confidential, New York New York

Desktop Support Analyst

Responsibilities:

• Repaired / maintained scanner, printers and copiers to ensure they are in optimum operating condition within manufacturer’s specification.
• Copied and scanned documents large scale drawings, calculations and documents.
• Prepared and organized files for the engineering report library.
• Prepared, maintained and performed data entry using Microsoft Excel and Word.
• Performed Desktop/Laptop set up and configuration, as well as troubleshoot hardware and software issues.

Confidential, New York, NY

Help Desk/Desktop Support Analyst

Responsibilities:

• Installing, configuring and troubleshooting operating systems, system hardware/software.
• Perform routine maintenance of computer systems and related software.
• Provided technical assistance to clients remotely and on site.
• Planned, scheduled and coordinated the deployment and upgrade of operating systems, hardware, software installations and desktops
• Documented and created technical guides, instructions and followed up on deployments, repairs and maintenance.
• Assisted with both wired and wireless networks to desktop, laptop, Tablets and server computer.
• Performed software installations and updates to preserve proper usability.
• Configured and repaired cell phones (Iphone, Blackberry, Android) tablets (Ipads), and other mobile electronics.
• Monitored, scanned end user’s desktop and servers for removal of viruses, phishing, spyware and malware.
• Documented, closed or routed all trouble tickets via incident reporting systems and email.
• Supported, maintained and repaired audio visual conference equipment

Confidential, New York, NY

Quality Assurance Analyst/Software Test Engineer

Responsibilities:

• Performed all Cycles of testing of the features of client’s products.
• Experience in effectively using different Test Management tools aiding in swift bug reporting and tracking.
• Analyze technical documentation for incomplete, contradictory, and ambiguous requirements.
• Report and update software defects at appropriate times.
• Created, recorded, edited, and executed Test Cases and Test Scripts.

Confidential, New York, NY

Desktop/Network Support Intern

Responsibilities:

• Provide end-user support located both onsite & remote location including repair and maintenance of computer workstations, printers, phones, copiers, mobile devices, software.
• Managed computers in a Microsoft Windows/LAN/WAN networked environment (Security, Performance, Users (Group Policy, File Sharing, Backup, and Partitioning).
• Install and configure servers, operating systems, firewalls and VPN devices. Performed regular server maintenance.
• Designed and implemented network infrastructure security.
• Purchased ram, hard drives, graphic cards, processors and built custom Desktop and Laptops for clients and purposes.
• Perform daily backups, tested data integrity and document recovery procedures.
• Planned and implemented antivirus/spam/phishing/antispyware/host firewall solutions.
• Responsible for disassembly, storage, inventory, and complete reassembly of network systems.

Confidential, New York, NY

Help Desk/Desktop Support Analyst

Responsibilities:

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users.
• Provided technical telephone support to repair software and hardware issues.
• Responsible for the repair and maintenance of printers, monitors, scanners, hardware and applications.
• Configured and Installed hardware and software on desktops and laptops.
• Monitored CPU, disk usage, response times aiding in maintaining OS efficiency and performance.