SUMMARY:

• Great communication and interpersonal skills while assisting numerous customers at The Underground Station
• Displayed excellent problem solving and critical thinking skills while encountering difficult stressful situations at confidential
• Experience in Project Management, Customer Coordination, Data Center Planning, and Systems Lifecycle Management
• Always willing to learn new things, majoring in Business Administration and still took the initiative to learn and attend school for Information Technology

TECHNICAL SKILLS:

Operation Systems: MS Vista, XP; Windows 7; MS Windows Server 2003 (installation & configuration); iOS8; Blackberry OS

Software Applications: MS Office Suite 2000, 2003, & 2007 (Access, Excel, PowerPoint, Word, Outlook); Lotus Notes 8.5; Symantec Backup Exec 12.5; MS Exchange Server 2003; driver installations; BMC 7.6 Remedy Ticketing software; Service Now; Imaging hard drives; VPN accounts and Remote Desktop; Citrix; Cerner Works; Active Directory; LDAP; HP Operations Manager; SQL; Dameware

Hardware: Dell desktops & laptops; personal printers; Cisco/Nortel/Avaya telephone systems; iPhone 5; Blackberry’s; various projector systems; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports); Cisco ASA Routers/Switches; Arris/Ubee Voice and internet modems

Others: Independently supported customer base of 40+ users in a help - desk environment; Loss Prevention and IT inventory experience; Clerical Skills; Data entry; Customer Service Support (over the phone, through email and in person); leadership experience; telemarketing & sales, experience with executive level support (CEO’s,CIO’s, and Directors)

PROFESSIONAL EXPERIENCE:

Confidential

Jr. Field Systems Analyst

Responsibilities:

• Coordinated and scheduled installations with Time Warner Cable to provide Project Managers Internet access
• Configured, deployed, and installed various network components to different job site locations for Project Managers to have site to site VPN access to office (Cisco ASA Router, WAP, Switch, PBX VIOP System)
• Performed daily Desktop Support and Help desk duties when not at a jobsite location

Confidential

Service Desk Analyst

Responsibilities:

• Supported over 50,000 employees/students at NYPH, Columbia, and Cornell University
• Installed a large variety of different software remotely on users machine either via Configuration Manager or RDP
• Provided first level technical and IT support to doctors and students in the medical centers to assist with their issues
• Answered technical questions regarding various software products in the hospital
• Managed users network accounts via Active Director, PSYNCH, and LDAP
• Facilitated and participated in conference calls with colleagues and other departments
• Installed, configured, troubleshoot PC’s, servers, printers, laptops, and phones

Confidential

Support Analyst

Responsibilities:

• Supported over 8,000 end users in 49 different states with their IVR telephone issues
• Resolved about 10 tickets per day on average via HEAT ticketing system
• Assisted users and installed POLYCOM telephones/headsets for new DOL staff
• Updated our inventory and managed the daily operations of our VOIP systems
• Deleted and modified accounts in our IVR telephone systems
• Main POC for all headset issues

Confidential

Enterprise Monitoring Analyst

Responsibilities:

• Monitored production systems using HP OpenView and other applications and responded accordingly
• Responded to production support issues and documented them in Magic (incident tracking system)
• Worked with Global Command Center Analysis and Resolution team in creating permanent resolutions/fixes
• Performed manual tasks in support of Data Center Operations
• Responsible for importing and removing media tapes in data center everyday
• Monitored and supported over 200 servers
• Answered and escalated phone calls from global helpdesk or internal staff
• Followed all daily operation s processes and procedures
• Assisted other Operations Engineers, as needed

Confidential

Help Desk Analyst

Responsibilities:

• Supported over 7,000 users with technically issues remotely
• Primarily troubleshooted various financial applications and the Lotus Notes email client
• Monitored Remedy Queue
• Performed numerous projects for the new Windows 7 Migration
• Trained new employees on new systems and policies
• Administered users network accounts Active Directory/VPN

Confidential

Help Desk Analyst Tier

Responsibilities:

• Supported over 6,000 users in 7 different locations over the phone
• Installed a large variety of different software remotely on users machine either via GoToAssist or RDP
• Provided second level technical and IT support to doctors and staff in the hospital to troubleshoot their issues
• Answered technical questions regarding various software products
• Managed users network accounts Active Directory/VPN
• Facilitated and participated in conference calls with colleagues and other departments
• Installed, configured, troubleshoot PC’s, servers, printers, laptops, and phones

Confidential

PC Technician

Responsibilities:

• Deployed 600 PC’s
• Installed hardware components and various peripherals such as keyboards, mouses, wireless cards, and monitors
• Accounted for all of their new and old IT inventory
• Performed daily cleaning operations for all cubicals
• Assisted in maintaining LAN/WAN operations
• Performed upgrades on systems to ensure longevity

Confidential

Audio Visual Technician/ Desktop Support Specialist

Responsibilities:

• Monitor calls, setup and deploy 40 new computers, and install various software
• Provide assistance for law professors to set up projectors so they can perform power point presentations
• Responsible for everyday operations with the AV system to setup major conferences
• Obtain, set up, and load videotapes for the law students with scheduled live cases
• Diagnose and resolve media system problems in classrooms
• Perform minor repairs and routine cleaning of audio and video equipment
• Maintain inventories of audio and video tapes and related supplies
• Inform users of audio and videotaping service policies and procedures

Confidential

Desktop Support/ Help Desk Specialist

Responsibilities:

• Provided daily update on network operations upon arrival
• Checked the LAN room every morning to validate if the temperature was between 66-69 degrees
• Tested the connectivity to the internet daily ensuring that it’s up to speed
• Installed all types of software such as adobe reader, adobe flash, malware bytes, and java
• Kept inventory of printer supplies, and installed printer software
• Ensured that all of the users Blackberry smart-phones were operating properly

Confidential

Network Administrator Internship

Responsibilities:

• Built classified and unclassified systems to setup desktop operations for the Space and Geospatial Business Unit
• Performed backup jobs, configured servers, imaged hard drives, and built networks
• Managed all of the unclassified equipment and completed inventory for them
• Responsible for creating and monitoring backup jobs for over 300 machines