SUMMARY:

• A Desktop Support Engineer with a broad technical knowledge combined with outstanding leadership ability, creative problem solving skills, inventory/asset management, managing client satisfaction and reporting.
• Demonstrated ability to independently recognize, isolate and resolve complex technical problems. Customer service oriented, effective communicator able to explain technical knowledge to end users at all levels.

TECHNICAL SKILLS:

O/S Environment: Windows NT, Windows 2000, Windows 7, XP and Novell 3.12, Remedy Tracking Systems, Outlook Mail.

Networking: LAN: Ethernet, Token Ring, Remote Access, WAN: Terminal servers, Modems, Routers, Switches.

Hardware: Compaq, IBM, Dell, HP Printers, Scanners, PCs/Servers, and other peripherals, PDA, Blackberry.

Software: CICS, MS Office (Word, Excel, Access, PowerPoint), Netscape Communicator, and Norton s McAFFEE.

PROFESSIONAL EXPERIENCE:

Confidential - New York, NY

Desktop Support Consultant

Responsibilities:

• Complete advanced level diagnosis of Operating System and other software problems
• Troubleshoot network connectivity issues to include NIC
• Troubleshoot issues with office 2010 and windows 7.
• Perform Break/Fix on all computer hardware which includes replacing all parts on both desktop and laptop computers
• Customize and configure Windows 7
• Diagnose Windows 7 problems at the registry level and then apply the proper edits or corrections to resolve the problem
• Install and modify software as required for hardware installation or upgrades
• Document solutions to incidents and problems in ticketing system
• Provide detailed documentation within the Incident/Problem ticket regarding solutions tested, approved and implemented
• Produce or edit all written materials, including manuals on special software or hardware installations and any documentation needed to address problems and share with other staff members.
• Deployment of desktop and laptop systems with customer standard Windows OS image
• Configuration of Dell systems, installing company standard images and transferring data from one system to another
• Physical move of Dell systems, peripherals and HP printers as detailed on work orders
• Deployment of HP printers, scanners, and other peripherals
• Wiping old workstations
• Post install workstation testing
• Complete advanced level troubleshooting and root cause analysis when required.

Confidential . - Hoboken, NJ

Desktop Support / Network Analyst II

Responsibilities:

• Supported local and remote user’s applications in windows 7 and XP environment.
• Ghosted company profile on Desktop Workstations to ensure network connectivity.
• Experience with Active Directory, Exchange, Microsoft Office 2010
• Configuration and memory upgrade on workstations.
• Set up workstations and laptops for new employees.
• Configured systems, ensured network connectivity, and installed and tested hardware and software.
• Earned a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues.
• Successfully resolve hundreds of issues monthly without requiring escalation to a higher tier.
• Troubleshoot VPN connectivity issues with remote user’s.
• Troubleshoot Cisco switch box and connectivity issues.
• Setup Nortel basic phone system and some troubleshooting.
• Setup and troubleshoot AS400 system for local user’s
• Setup and configure network Printers Company.
• Troubleshoot issues with Microsoft Office 2010 and windows 7

Confidential - New York, NY

Desktop Support Consultant

Responsibilities:

• Supported a wide range of computer hardware and software applications, including File/Print services, software installation, word processing, electronic mail, and operating systems
• Installed, configured and administered Windows 2000/ Windows XP on single hard disk as well as on multiple hard disks
• Installed and configured networked printers.
• Strong commitment to working as a team and providing excellent customer service
• Installed, configured and maintained workstation software in a PC environment
• Configured and troubleshoot applications such as MS Office, Outlook and Internet Explorer
• Ghosted company profile on Desktop Workstations to ensure network connectivity.
• Provided help-desk support to diagnose and fix end user problems
• Interacted with network users by means of telephone conversations and one-on-one interviews in order to provide an optimal solution
• Installed and Troubleshoot Blackberry problems

Confidential - New York, NY

Dell Desktop Deployment Project Consultant

Responsibilities:

• Installed Dell workstations and software installation for new employees.
• Ghosted company profile on Dell and Compaq systems, ensure network connectivity on workstations.
• Configured and memory upgrade on workstations.
• Configured HP network printers ensuring connectivity.
• Provided desktop support to a 1,000+ users at two different sites within the hospital.
• Planned & participated in implementation, migration, and maintenance in the PC/LAN environment.
• Coordinated support with other support levels and vendors environment.
• Provided technical support in a Windows 2000 Workstation and Server.

Confidential - New York, NY

Desktop Support Technician

Responsibilities:

• Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software.
• Earned a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues. Successfully resolve hundreds of issues monthly without requiring escalation to a higher tier.
• Provided desktop support to a 1000+ users at three different sites within the bank.
• Repaired/replaced network interface cards, sound cards, memory chips and hard drives.
• Strong knowledge of hardware, break/fix and process management
• Repaired HP LaserJet Scanners Printers and Installations.
• Prepared account business reports of service trends (hardware and software service demands, inventory levels, and needs).
• Performed quality assurance review of service activity.
• Conducted research on proposed system upgrades and identified potential incompatibilities that led to alternative system purchase.
• Approved all hardware and software purchases.
• Created a systematic method that improved trouble ticket processing time from one week to within several hours

Confidential - New York, NY

Site Service Engineer

Responsibilities:

• Responsible for providing technical services and supports to Windows 3.1, Microsoft Excel and Word.
• Modified and troubleshoot system’s configuration to meet end users particular needs.
• Worked closely with LAN administrators in supporting end users on network systems.
• Serviced HP laser printers II, III, 4/4M, and 4Si.

Confidential - New York, NY

Integration Supervisor

Responsibilities:

• Supervised a staff of 6 and managed daily workflow.
• Supervised installation of software, hardware, and test and evaluated all microcomputer to client’s specifications.
• Participated as a key member of the Help Desk team.
• Provided technical support in-house and to clients.
• Troubleshoot and resolved all system problems.