Technical Support

High-performing, solutions-driven, results-oriented technical support consultant with extensive experience in Program Management, Helpdesk Management and Hardware / Software Support Services. Proven track record of transferable, cross-industry experience in business-transforming, value-creating IT services, operations, support, strategy and management. Academic credentials include Bachelors Degree in Computer Information Systems 2006.

Professional Experience

Confidential

Position: Desktop Support Analyst

• Provide service desk and desk side support services, including system imaging, software installation, maintenance and repairs of Dell desktops and Dell laptops for 3000 Emblem Health employees.
• Install Win7 Base Image and push Software packages to new laptops and desktops via CA IT Client Manager CA ITCM .
• Coordinate the Installation, Move, Add, Change and Disposal of Emblem Health employee's IT Assets.
• Support End Users that still require Windows XP due to 3rd Party Applications.
• Process Dell Warranty and RMA detail.
• Resolve End User IT Support issues using superior customer service and communication skills.
• Troubleshoot Support issues for remote Users using ITCM, Dameware remote tools and Lync Communicator.
• Deliver high customer satisfaction and follow-up on business critical issues.
• Managing systems in Active Directory Organization Units and Password Changes and Resets
• Encrypting Laptops according to Emblem Health standards using Sophos Safeguard.
• Provide multi-level technical support for all network security issues. Additional duties include malware analysis and threat mitigation.
• Troubleshooting Microsoft Office applications.

Confidential

Position: Desktop Support Analyst

• Provide service desk and desktop support services, software installation, maintenance and repairs of desktops and laptops.
• Install Fidelis Care Image and Software package to new laptops and desktops via Network.
• Coordinate the Setup, Moves and Adds of Wyse Terminals for Fidelis Care employees.
• Install Citrix ICA Client and push required apps to End Users.
• Coordinate Win XP Enterprise migrations to Windows 7 on Notebooks Lenovo, Dell .
• Process and record Warranty and RMA detail for Lenovo, Dell and Canon Scanners.
• Resolve End User issues using superior customer service and communication skills.
• Setup Verizon Wireless Blackberry for Executive, Sales and Marketing staff.
• Setup Verizon Wireless Air Cards for Remote Secure Wireless connectivity. Troubleshoot wireless
• Connectivity issues for remote staff.
• Deliver high customer satisfaction and follow-up on business critical issues.
• Active Directory Password Resets
• Manage Foot Prints Ticket updating and call closure documentation for required SLA reporting.

Confidential

Position: Desktop Support Analyst

• Provided range of consulting, wireless and network support, Wi-Fi security, application support and systems integration services for various consumer and small to midsize business client companies.
• Provide on-site tech support to include installation, maintenance and repairs of desk tops, laptops, and peripherals.
• Instruct customers in the operation and maintenance of their IT equipment as needed.
• Maintain open lines of communication with assigned Service Coordinator and meet defined Service Level Agreements.
• Maintain and Track warranty detail, process RMA and insure return of all replacement computer parts.

Confidential

Position: Desktop Support Analyst

• Provide service desk and desktop support services, software installation, maintenance and repairs of desktops and laptops.
• Coordinate the Moves and Adds of Bloomberg Smart Terminals to BNP Paribas Network for integration.
• Coordinate Win XP Enterprise migrations to windows 7 on Notebooks HP, Dell .
• Responsible for setting up Notebooks PC applications via SCCM 2007 for BNP Paribas Traders and BNP Paribas Executive staff.
• Resolve End User issues using superior customer service and communication skills.
• Proven experience in delivering customer solutions support services in a program management capacity.
• Deliver high customer satisfaction and follow-up on business critical issues.
• Provide ITSM Ticket updating and call closure documentation for required SLA reporting.
• Supervise Notebook and PC Decommission Project.

Confidential

Position: Sr. Desktop Support Analyst / GOIS Helpdesk Service Desk

• Provide service desk and desktop support services, software installation, maintenance and repairs of desktops, laptops, and peripherals. Responsible for resolving wireless connectivity issues for Microsoft Executive staff.
• Coordinate Win 7 Enterprise imaging work of Microsoft OEM Notebooks HP, Lenovo, Dell, Samsung and Toshiba via WDS.
• Responsible for setting up Notebooks PCs for Microsoft internal staff, Executives and client facing events.
• Provide Service Delivery Coordinator with required call closure documentation and necessary SLA reporting.
• Resolve End User issues using superior customer service and communication skills.
• Proven experience in delivering customer solutions support services in a program management capacity.
• Deliver high customer satisfaction and follow-up on business critical issues.
• Microsoft 'Dog Food' Beta Support.
• Extensive business understanding of Microsoft Information Worker, Operations and Support Strategies.
• Responsible for setting up Server 2003 and Server 2008 for Clients.

Confidential

Position: IT Consultant

• Provided range of consulting, wireless and network support, wifi security, application support and systems integration services for various small to midsize business client companies.
• Provide on-site tech support to include installation, maintenance and repairs of desk tops, laptops, and peripherals.
• Instruct customers in the operation and maintenance of their IT equipment as needed.
• Maintain open lines of communication with assigned Service Coordinator and meet defined Service Level Agreements.
• Track and insure return of all replacement computer parts.
• Provide Service Delivery Coordinator with required call closure documentation and necessary reporting.
• Resolve customer issues using superior customer service and communication skills.

Confidential

Position: Banner Program Manager / Application Analyst

• Conduct black box user acceptance testing. Oversee training programs for 750 system users to ensure effective use of available components.
• Monitor and maintain data security by restricting access to unauthorized personnel. Ensure data integrity through controls such as validation and rules tables. Monitor inserted data for adherence to campus data standards.
• Ensure Banner system is available with a target of less than .001 unscheduled downtime.
• UAT planning and execution. Analyze and document campus data requirements. Identify and propose cost-effective solutions to meet documented functional requirements. Procure and participate in the implementation of new modules and 3rd party products, ensuring all documented requirements are met.
• Incumbent performed system upgrades, patch maintenance and integration with 3rd party vendor software on OAS10gR2 running on a NT platform.
• Responsible for application review and update meetings to ensure that IT processes met changing university departmental unit requirements and conditions.

Confidential

Position: Sr. Product Technical Support Analyst

• Managed the installation of the Pharmaprojects Db for Informa Healthcare clients.
• Team manager of four 1st Line Support Analysts in managing all error, issue and fault reporting.
• Technical Pre-sales: Assisted Business Development in selling Pharmaprojects Db by setting up weekly trials with clients via remote access WebEx software.
• Post sales support and troubleshooting of Informa Healthcare products.
• Provide technical support to internal staff. Backups of files on file mail server.
• Creating and management of 75 users and groups in a MS Active Directory and Exchange 2003 environment.
• Responsible for support of Dell Laptops for the US Sales Team, ordering and deploying a Blackberry solution, setting up high speed wireless connectivity for Account Managers to have Virtual Office.
• Report issues and status of resolutions using Remedy CRM, logged client issues in CRM and required to deliver monthly MIS reports to UK management.

Confidential

Position: Wireless Technical Support Analyst Business Development

• Managed the roll out and growth of the Wireless Harlem free wifi network.
• Business Development: Responsible for selling Wireless Harlem concepts to local businesses for advertising revenue.
• Troubleshooting connectivity issues for Wireless Harlem.
• Provide technical support to non technically savvy Wireless Harlem end users.
• Responsible for deploying Meraki hardware for Wireless Harlem network.
• Grew Wireless Harlem Network from 6 end users to just under 5000 end users in 12 months.
• Involved in discussion of national nonprofit One Economy acquisition of Wireless Harlem

Confidential

Position: Project Consultant

• Responsible for maintaining relationships with and assisting technology vendors with coordinating IT renovations at the law firm of Chadbourne Park.
• Responsible for managing service requests and completion information thoroughly and accurately for same or next day servicing.
• Maintained record-keeping and performing routine monitoring functions as per the IT renovation.