SUMMARY:

To obtain a challenging position in the computer field for utilizing and expanding my current skills and talents. To affiliate with an organization that can provide me an opportunity to grow both professionally and personally.

TECHNICAL SKILLS:

Proficient in Windows 95, 98, NT 4.0, 2000 Professional, XP, VISTA & Windows 7 & 8 operating systems, MACS, Androids and Hand Held Devices

Experienced in Installation of hardware & software on laptops and desktops

Installation and configuration of peer to peer and client/server networks

Installation and configuration of routers

Configuration and troubleshooting of printing environments

Upgrades and troubleshooting networks hardware/software

Network administration

EXPERIENCE:

Confidential, Jenkintown, PA

IT Support Analyst

Responsibilities:

• Supporting Remote User’s VMWare, UNIDesk Management, Creating Unidesk Accounts, vSphere Client, Cisco Agent, Cisco Unified Messenger Console, Cisco VPN, Good Mobile Control, ScreenConnect, Nuance PDF Converter 7.2, Adobe Connect, MRI Password Reset, Active Directory Windows Server 2008R, Barracuda Archiving Software, Imaging Laptops, PC’s & Tablet’s. Trouble Shooting Cisco IP Phones, Wyse Boxes (Zero Client), Docking Stations, Network Connectivity, Installing and Replacing Wireless Head Sets, Android, iPhones, iPads and Dell Venue Pro’s, Windows 8, Desk Side Support

Confidential, Philadelphia, PA

IT Support Specialist

Responsibilities:

• Supporting over 250 Attorneys & Employees at 4 satellite locations
• Responsible for 4 remote locations, primary office is Philadelphia
• Interact with Internal Attorney s, Staff & Vendors
• Answer trouble calls and provide support via telephone (10% calls), Email & Walk ups
• Setting up Conference Meetings (BlueJeans) Audio, Video using Polycom & Crestron Remotes & PowerPoint Presentations
• Moves/Adds/Changes, Maintain inventory of all hardware onsite
• Phone programming/password reset/trouble shooting phone issue
• New account testing and setup, New user training - login and phone
• Trouble shooting laptops, pc s, network printer & installing software & hardware
• Reimaging Laptops and Pc s, Trouble shooting Citrix - iPhone/iPad/PC/Laptops/MAC and Androids devices, XenMobile Device Manager, VMWARE
• Tracking issue using FOOTPRINTS Ticketing System
• Other responsibilities as assigned by IT Department such as Run Updates Using Wininstall10, Installing Dell Power Edge Servers R430 & Manually Configure & Trouble Shoot Network Outages on Extreme Switches, Tracing and Re-Wiring Network Cables. Swapping out UPS and Battery Replacements
• Active Directory, Microsoft Office 2010, eDoc (Document Management System)
• PROXY Pro Master (Peer to Peer Hosts) Remote connection

Confidential, Philadelphia, PA

Helpdesk Customer Support Analyst

Responsibilities:

• Supporting over 700 Attorneys and 600 plus employees World Wide
• MS Office 2010, Microsoft Lync, FileSite DM (Document Management System)
• Milan - Used for Documents and Workspaces, DTE Axiom Everywhere v. 13.4.1.4075
• Postini, Payne Group Assistant, Ticketing System (Help Trax), Citrix, VMWARE, AdobeInteraction 6.1 - Version 6.10.33, Biscom FTP
• AD Photo Edit (Used for adding user's pictures to AD & Outlook)
• HD Admin Tool (A tool based off Active Directory) allows you to pull up user's, Change password, add to Members Groups, Check their Exchange account and General information such as Name, Location, Phone and Fax.

Confidential, Philadelphia, PA

Helpdesk Customer Support Analyst

Responsibilities:

• Supporting 600 Citrix user’s in 9 locations
• Phone Support and Desk Side Support
• Supported Apps:Track It 6.5 (InTuit) - Admin, Accuroute Web ClientAdobe Full Version and Reader, DM Extensions (Hummingbird), DOCS Open, PDFDOCS
• PDFDOCS Form Filler, PDFDOCS Compare Docs
• Ultra VNC, Room Tracker, Document Number Converter (DM Docs)Elite WebView, Interaction, Delta View, Meta Data
• Blackberry Manager Server - Blackberry Enterprise Server
• Active Directory, VMWARE, RSA Authentication Manager (Key Fobs)MS Outlook Suite 2003, 2007 & 2010 (Word, PowerPoint, Excel and Outlook)
• Supporting, Droid, iPhone and iPad - setting up exchange account iPad setting up Remote connection using Citrix Receiver
• Hardware issues, re-imaging Pc's
• Trouble Shooting Local Printers & Network Printers

Confidential, Philadelphia, PA

Helpdesk Customer Support Analyst

Responsibilities:

• Supporting over 200,000 employees in the US, Canada & Puerto Rico 100% Phone Support, Over 500 calls a day in the Service Center
• Ticketing system: Peregrine Version 5.1.2 & 6.2
• Trouble shooting Desktop & Laptops, Hardware and Software Issues
• MS Office Suite 2003, IE 6.0, resetting password in Active Directory
• Trouble Shooting VPN, LAN and Sprint Dial up Connectivity
• Utilizing Secure Meeting & Pc Anywhere
• ADP Enterprise eHRMS version 2.0
• Utilizing and troubleshooting (BES) Blackberry Device Manager Application Version 4.1.1.9, Oracle - E-Business Suite
• Check Point Integrity Flex version 6.5
• Ad-Aware and Symantec Antivirus, Internal Website Support

Confidential, Horsham, PA

Helpdesk Customer Support Analyst

Responsibilities:

• Supporting over 25,000 employees worldwide.
• Fielding incoming customer questions and issues received via the web and/or 1-800 support line and following them through to resolution using Track It 6.5 version.
• Responsible for creating Exchange Accounts & NT accounts using Exchange 2003.
• Password resets using Active Directory and Hyena.
• Responsible for creating CRS, CUBS and FACS accounts on different directories using UNIX program.
• Emulators used were, PROCOMM and Humming Bird.
• Use Remote desktop to connect to terminal servers.
• Responsible for monitoring the network using a program called Open View.
• Supporting RSA SecurID Tokens for Access to VPN, Dial up, OWA and Web Portal Access.

Confidential, Fort Washington, PA

Helpdesk Customer Support

Responsibilities:

• Supporting over 4,000 reps, on GSK, AstraZeneca, Digene, Bayer, Smith & Nephew, Novartis, Allergan and Abbott contracts. Also supporting Division Managers, Regional Managers, Vice Presidents and the President of the company.
• Responsible for in house desk side support, exchange server administration, User account administration, testing new software before deployment, taking live calls, setting up appointments, supporting MS Office, Windows XP, NT 4.0, Novell Netware, Windows 2000 professional, Windows 98, Dial up, Broadband, TCP/IP, local printer and network printers. Pc Anywhere for remote access, Hyena, People Soft, Exchange server, User manager, Citrix server, Track It ticketing software, Dialer and VPN Client.

Confidential, Philadelphia, PA

Implementation Specialist

Responsibilities:

• Single point of coordination for Voice, Data, and Switch Services.
• Manages all aspects of service delivery through multi-task coordination of internal and external technical, provisioning and testing teams.
• Interfaces with LEC and CLEC partners to deliver service in a timely and accurate manner.
• Works closely with Account Executives to ensure customer requirements and expectations are met and exceeded.
• Tracks and reports project progression to facilitate timely activation and accurate revenue realization.

Confidential, Newark, Delaware

Internet NOC Technician

Responsibilities:

• Monitor nationwide fiber network utilizing monitoring tools such as HP open view.
• Configure customer CPE per Broadwing specifications for ATM/Frame, DSL, and
• Dedicated Private Line circuits, T1 and T3. Perform maintenance IOS upgrades to Cisco 7500, 12000 & 3600, series routers and Catalyst 5500 switches.
• Assist in testing new products such as VPN and voice over IP.
• Provide training and supervision for lower level NOC technicians and Customer support. Used Remedy for a tracking system. Engage ISP's, LEC's and CLEC s in resolving network outages.
• Provide customer assistance in setting up DNS records with various
• Registry and ensuring proper resolution within Broadwing's name servers.
• Assist customers with proper LAN configuration with regards to public and
• Private IP addressing & routed protocol optioning.

Confidential, New Castle, Delaware

Customer Satisfaction Specialist Internet

Responsibilities:

• This position is responsible for troubleshooting Suburban Confidential via Automated telephone system.
• Responsibilities also include trouble shooting Internet browsers Microsoft Internet Explorer, Netscape Navigator, PC hardwareSoftware, Windows '95/98, Macintosh & NT, IP addresses, TCP/IP stacks, Cable Modems, Dialup modems and Outlook Express.