SUMMARY

• THighly accomplished Desktop Support Specialist specializing in increasing productivity and minimizing system downtime through exceptional problem solving and continuous system improvements.
• Excellent track record of quickly diagnosing and correcting computer system issues.
• Proven ability in installing and configuring new hardware and software, answering technical inquiries and troubleshooting reported problems.
• Extensive expertise performing computer system rollouts and data migrations.

TECHNICAL SKILLS

COMPETENCIES: Information Technology, Desktop Support, Network Administration, Imaging, Operating System Updates, Patches, Hardware and Software Installation and Configuration, User Account Updates, Password Resets, Backups

PLATFORMS: Microsoft Windows, Mac OS X, Citrix

SOFTWARE: Microsoft Office 2007/2003/2000, Symantec/Norton Antivirus, Microsoft Outlook 2010, Lotus Notes 8.0/7.0/6.5/R5, Norton Ghost, Active Directory Services, Novell GroupWise, Altiris, WebAdmin 3.0, BMC Remedy, Numara Track - It 9, Acronis True Image, Quest vWorkspace, CA Arcserve

HARDWARE: VDI, PCs, Laptops, Printers, Routers, Modems, BlackBerry

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

IT Consultant

Responsibilities:

• Perform MACs and Day 1 Support for several client sites
• Troubleshoot and resolve a range of software, hardware, and connectivity issues
• Clone VDI machines

Confidential, Hicksville, NY

IT Consultant

Responsibilities:

• Performed WinXP to Win7 rollout in a 10000 PC migration project.
• Imaged PCs locally and via network using Ghost and Acronis
• Performed Desktop Support in 15000 user environment

Confidential, New York, NY 2011 - 2012

Customer Service Technician

Responsibilities:

• Provided HelpDesk, Desktop, and Field Technician Support in a Win XP/Win 7 environment for 10 offices, including remote help using RealVNC, Hyena v8.1, and Join.me
• Performed Active Directory and Console One administration adding/deleting users and password resets.
• Created images and imaged desktops and laptops with Acronis True Image software.
• Logged, tracked, and resolved incidents using Track-It 9
• Installed and supported Microsoft Outlook 2010
• Maintained backups using CA Arcserve Tape Backup
• Disconnected, reset, and logged off user sessions via Citrix and Quest vWorkspace
• Administered and created users using Bluesocket Bluesecure controller
• BlackBerry activation and setup: VPN installation and setup

Confidential, New York, NY

Consultant

Responsibilities:

• Cloned partitions and hard drives using Apricorn EZ Gig II software.
• Rebuilt PCs, installed applications, and restored data from damaged hard drives and deleted partitions.
• Setup home networks for users connected both wired and wirelessly.

Confidential, New York, NY

Desktop Support Technician

Responsibilities:

• Provided Active Directory administration adding/deleting users and password resets.
• Installed and configured various applications using WinINSTALL application.
• Performed MACs, imaging, PC rollouts, data migrations, and printer installations.
• Replaced keyboards, hard drives, and memory of Dell Latitude laptops.
• Low level administration of the Nortel BCM Element manager, and network configuration of VOIP phones.
• Logged, tracked, and solved incidents using BMC Remedy 7.1.
• Installed, configured, and supported Lotus Notes 6.5 and 8.0.
• Patched connections between patch panel and switches for network connectivity.
• Imaged PCs remotely via SCCM.
• Installed Bloomberg application on user PCs.

Confidential, New York, NY

Information Systems Assistant III

Responsibilities:

• Desktop and help desk support in a 1000+ user environment using Track-it 6.5 and 7.0.
• Active Directory administration: creating and troubleshooting accounts and editing of login scripts.
• Upgraded desktop mail clients from Lotus Notes R5 to Lotus Notes 7.0.
• Lotus Domino Server administration, including creation, re-certification, archiving, and compacting accounts.
• Performed port security on Cisco switches.
• Built and deployed Ghost images for multiple Dell pc models.
• Migrated desktops from Windows 2000 to Windows XP of entire Central Office.
• Assisted users via remote utilities, such as VNC and DameWare.
• Performed low level BlackBerry support, including device data backup/restore and application sync.
• Setup video conferencing and testing of AV equipment.

Confidential, New York, NY

Systems Analyst

Responsibilities:

• Performed national migration from NT 4.0 to Active Directory in a 2000/XP Enterprise Environment.
• Distributed Legacy NT 4.0 packages using proprietary server admin applications and SMS 2.0.
• Troubleshot failed remote systems using SMS 2.0, proprietary software, and Registry editing techniques.
• Installed and repaired remote Legacy servers, scanners,and workstations off-hour.
• Coordinated pre-conversion preparation with local branch managers and administrators.

Confidential, Hicksville, NY

IT Consultant

Responsibilities:

• Performed Windows NT to Windows XP migration in a Novell environment on 4000 pc migration project.
• Utilized NWAdmin and Active Directory to perform administration tasks, including the creation of users and groups and the editing of login scripts.
• Built Ghost images and performed unicast/multicast sessions of Ghost 8.0.
• Utilized PC Relocator Professional to perform cross-operating system migrations.
• Documented rollout procedure and trained team members, serving as their technical point of contact.
• Installed Patchlink Update Agent for deployment and application of security patches.
• Applied service packs, antivirus fixes, and security patches on various Windows platforms.
• Pulled Cat-5e cables for voice and data connections.
• Implemented PC security and administration for over 300 end users in hospital environment.
• Performed line certification using Microtest Penta Scanner and Microtest Super Injector.
• Performed Novell NetWare 4.1x Client/Server migration to NT 4.0 platform, including data migration from Windows 9.x workstations to NT 4.0 workstations and user desktop customization.
• Configured peripherals for Compaq and IBM machines and installed proprietary medical software.
• Installed local and network HP LaserJet printers including TCP/IP and Registry printer installation.
• Performed disk-to-disk Ghost imaging for deployment and repair of standard d system configuration.
• Performed 2nd level support including remote user instruction and troubleshot issues after migration.
• Coordinated pre-conversion preparation with branch system administrators, managers, on-site technicians, and team leaders while gathering branch information using network resources.
• Performed remote data backup, data migration, server restoration, and scheduled upgrade of hardware and proprietary software using SMS 1.2/2.0 and ARCserveIT backup.
• Performed SOE migration of branch servers from NT 3.51 to NT 4.0.
• Utilized NAL objects to push applications and updates of applications to user desktops.