TECHNICAL PROFICIENCIES:

Operating Systems: Microsoft Windows Server 2003, 2000, XP, Windows 7 migration, Win 8

Networking: Local Area Network (LAN), Windows 7 Enterprise AD GPM, Citrix Console, BES server

Software: MS Office 2003, 2007, 2010, MOUS Expert Certified 2003, E - Discovery, Visio, MS Project, Sharepoint

Hardware/Systems: Apple, iPad, iPhone, Android, IBM, EMC, Dell, Compaq, Sony, Toshiba, Hewlett Packard

Tools: Altiris, Remedy, MacAfee/Symantec Antivirus, Remote dialup, Front Range Heat, Symantec Ghost, Lotus Notes, Sharepoint, IBuild, Dos Commands, ITIL Processes

Communications: Citrix, VPN, Microsoft Live Communications, Webex, Citrix IP Phones

PROFESSIONAL EXPERIENCE:

HELPDESK ANALYST

Confidential, New York, NY

Responsibilities:

• Provide 100% phone support for over 1400 users in Windows 7 OS.
• Troubleshoot issues involving: MS Office 2010, (page numbers, section breaks, tables, Toc, spreadsheets and printing issues), Innova, Workshare Compare, Adobe Acrobat, Interaction.
• Troubleshoot Outlook 2010, Filesite document management, Younts (unlock documents), DTE Axiom (granting permissions), eRoom, FTP sites, FileZilla, AtRisk, Blackberry/iPhone/Android and iPads, Mobile Iron Admin Portal, Active Directory (pw reset & adding to groups), RSA Secure Security Console (creating soft token/troubleshooting login issues), Citrix client (logging off multiple sessions), Microsoft BitLocker, Internet Explorer, Chrome, and Firefox.
• Input ticketing system utilizing SupportWorks. Remote computers to troubleshoot issues with either Bombar or System Center 2012 Remote Control (SCCM).
• Installing upgrades and repairing all firm applications.

SYSTEM SUPPORT SPECIALIST

Confidential, New York, NY

Responsibilities:

• Offer users desk - side one-on-one coaching on Firm applications.
• Configure, troubleshoot and install new hardware (monitors, CPUs, keyboards and printers).
• Install, update, configure and support software (e.g. Outlook, Word, Document Management, etc.).
• Set up audio-visual equipment; connect video conferences, and teleconferences.
• Set up and configure PDA devices including Blackberries and Windows Mobile Devices.
• Use SCCM to image new computers and test for quality assurance.
• Keep track of common helpdesk calls and recommend user training if needed.
• Maintain current knowledge of trends and developments related to desktop software

TECHNICAL WRITER/IT COORDINATOR

Confidential, New York, NY

Responsibilities:

• Created and edited Excel worksheets with the total workstations, locations and segments for the win7 migration project.
• Reported statistical data on the bridge conference call on the status of each scheduled migration in US.
• Reports e-mailed to VPs at Confidential .
• Input and assign migration techs Service Now tickets on First Day of Business.
• Accomplish opening over 100 tickets to migration techs for issues after migration over the weekend.
• Planning, writing, and editing technical manuals to assist the technicians on their role in the migration project.

IT COORDINATOR

Confidential, Tampa, FL

Responsibilities:

• Project coordinator for taking minutes on project meetings and created department specific documentation on new software deployment SailPoint IdentityIQ.
• Assisted management in ITIL documentation and processes. HIPAA approved training. Privacy of client’s data.
• Scheduled the Disaster Recovery Test Schedule utilizing MS Project 2010.
• Edited and created technical documentation for utilizing the Blackberry BES server in performing Security Wipe and Deposal of Blackberry devices.
• Improved helpdesk documentation by creating a template for documentation consistency.

HELP DESK- SALES

Confidential, Tampa, FL

Responsibilities:

• The accomplishments of downloading the new software and saved the carriers hundreds of dollars yearly of overhead spending.
• Conducted daily training for the trucking carriers, via distance learning the functionalities of the newly deployed scanning software which facilitated document management workflow.

LITIGATION SUPPORT

Confidential, Tampa, FL

Responsibilities:

• Scheduled departed associate’s desktop, archive and e-mail to be run on Atlas and E-Discovery databases.
• Created documentation on how to complete an Office of General Counsel (OGC) data retention request with the new Atlas and E-Discovery databases.
• Developed schedules for consultants on activities required to comply with Sarbanes-Oxley Act 2002 federal regulations by storing and securing client’s personal data files on the Litigation Storage Area Network (SAN) servers.
• Coordinated with internal stakeholders in performing assigned project objectives.
• Created weekend work schedules for consultants to ensure data retrieval of e-mail files of departed associates.

SYSTEMS SUPPORT SPECIALIST

Confidential, New York, NY

Responsibilities:

• Added membership groups as requested in Active Directory (AD).
• Configured and troubleshooted Blackberry using the Blackberry Desktop Manager System.
• Troubleshooted and supported Microsoft Outlook, Filesite, Interaction DTE and other duties as per assigned.
• Assisted with high level Desktop/Help Desk troubleshooted and technical support as assigned.
• Troubleshooted network connectivity issues such as TCP/IP and other Microsoft Networking problems.
• Ability to configured and supported Blackberry (BES), Palm and Windows CE mobile devices.
• Configured, fixed and performed pre-maintenance tasks on printers, scanners and multi-function print devices.
• Administered Remote Security Access (RSA) tokens.

SYSTEMS SUPPORT SPECIALIST/NOC TECHNICIAN

Confidential, New York, NY

Responsibilities:

• Software applications supported are: Hummingbird, Carpe Diem expense reporting software, Lotus Notes 6.5., RSA ACE/Server 5.2.1
• Administration in creating and editing profiles for soft and hard tokens. Call logging system utilizing Altiris Help Desk.
• Creating tickets with detail steps on the resolution and escalating issues to the appropriate departments.
• Created software and hardware technical documentation for the newly created Altiris Knowledge Base.
• Administration of accounts in Active Directory, Administration of sessions with Citrix Management Console.
• Support for telecommuters on connectivity issues with cable/DSL modems, routers, Norton Antivirus and McAfee Antivirus.
• Provided support and troubleshooted of wireless connectivity issues with Laptops and Telecommuters.
• Supported and troubleshooted hardware issues, included: IBM/Compaq/HP desktops, IBM/Lenovo Laptops, Dell monitors HP network printers, HP Digital Senders, and Blackberries.
• Network Operations Center, Monitored of servers through HP Openview and SMARTS monitoring backups running through Arcserv Backup software.
• Escalating errors and outages to various technical resources.

HELP DESK ANALYST

Confidential, New York, NY

Responsibilities:

• Troubleshooted remote access via Web VPN and Citrix client connectivity.
• Successfully remedied remote access TCP/IP connectivity problems within VPN and Citrix systems, and software issues with Lotus, Microsoft, and other general and industry specific software.
• Effectively set-up and configured Dell computer systems for personnel ensuring computers slated for off-site use was user friendly and virus free.
• Troubleshooted Lotus Notes R5&R6, iManage and Internet Explorer issues.
• Troubleshooted advance document and or spreadsheet formatting questions on Microsoft Office Word, Excel and PowerPoint.