SUMMARY

• Expert liaison skills between all professional levels Enthusiastic proactive team leader and player
• Proficient in implementing creative solutions to increase efficiency, training and organization coupled with strong phone and customer service skills
• Excellent interpersonal and written communication skills with the ability to relate effectively to individuals on all professional levels
• Able to grasp concepts quickly, great attention to details and work well with minimum directions
• Able to work alone and perform with no supervision handling P1, P2 and P3 alerts, escalate and handle until resolved

TECHNICAL SKILLS

• Microsoft Office 95 - 2016 Suites
• with plugins
• Microsoft WordPerfect
• MAC OSX and Apple Products
• eDOCS
• iManage
• HP Overview
• Altiris
• Remedy
• Communicator
• DTE Axiom
• Deltaview
• Workshare
• LegalKEY
• Adobe Acrobat Pro
• Case Manager
• Elite Enterprise
• Extensity
• FAAS/FORS
• Interaction
• LexisNexis
• LiveNotes
• Matrix
• PeopleSoft
• PKZip
• 7Zip
• Postini
• Procube
• Lotus Notes
• Active Directory Administrator
• ICCU Reports
• Proxy Master Pro
• RightFax
• RSA Soft/Hard Token
• Sametime
• Scanmail
• Deltaview
• LotusNotes
• WestLaw
• Whitehill
• Whitelist
• SCLogic
• ShareFile
• WebEx
• Search Center
• Mattrox Graphics
• Remote Confidential
• myShearman Intranet Console
• Concordance
• Current Availability
• TCP/IP
• LAN/WAN
• SQL Server
• IPv4 & IPv6
• Wireless Connectivity
• Blackberry Administrative Console
• MaaS360 Administrative Console
• iPhone/iPads/Androids OS
• Good Messaging
• Big Hand
• Skype Management
• VMware
• Citrix Management Console
• Xen apps
• VSphere
• Computer Hardware and Peripherals

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Systems Support Specialist

Responsibilities:

• Provided advanced technical support to end-end-end-users across the global organization, including installations, repairs, updates, add-ins for internal and third-party applications issues, remote issues related to connectivity, as well as supporting various mobile devices such as Androids, Blackberry, iPhones, iPads and other related devices
• Provide Administrative Rights to different Consoles: Symantec Management Console (Software Installations), PGP Universal Admin Console, Cisco Personal Communications Assistant, Printer Inventory List Console, Wall builder Admin Console, Citrix Management Console, Citrix AMC, Symantec Endpoint Protection Admin Console and DTE Axiom Remote Console, Altiris Admin installations and updates
• DM5/eDOS Admin - reset servers for end-users with error access, document check-in/out request and replacement of corrupt documents by performing repair for global organization and provided connectivity with VPN issues, replaced, created or recreated new versions at request of end-end-users, reset primary library access by merging profiles with servers, deleted documents and profiles upon request
• Handled P1, P2, and P3 level alerts, created tickets for escalation and/or resolution, to include full one-on-one contact with escalation team and provided information with escalation team via bridge conference calls
• Responsible for GTS Esupport Mailbox and Voicemail responses upon request within a 30-minute turnaround time slot
• Obtain a high level of knowledge of products, vendors, policies and knowledge base information for resolutions with various technical issues. Create and obtain Support Center Knowledge Base to better support team members with fast methods of resolutions
• Provide professional training for New Hire Analyst on on/off site regarding installations, software, hardware, handling call volume and proper escalation, Customer Service techniques
• Provide and assist with New Hire access for software and hardware, Administrative Rights, Members of Active Directory, password access, Application access, Phone and ICCU Agent access
• Creator of New Hire Support Team Analyst Manual with assistance of Manager and Supervisor
• Advance knowledge of remote access and applications: RSA, VPN, Remote Confidential, Cisco AnyConnect, Cisco IP Communicator, Cisco Personal Communications Assistant
• Assist Manager and Supervisor with daily, weekly, monthly ICCU Excel reports via Altiris and Remedy
• Assist with Audio/Video Conference Room setup with laptops, remote presentation and technical support
• Volunteered for 1st, 2nd and 3rd shift coverage via interoffice and/or remotely
• Provided expertise on various projects as needed
• Team Lead/PC Refresh/Deployment - Technicians provides basic troubleshooting assistance and ticket resolution for personal computer used during the PC Refresh and deployment after installation of Windows 7 of desktop or laptop of Windows XP

On-Site Technical Support

Confidential

Responsibilities:

• Provide support at the APRS Location nbox the Pass Laptops and printers, RMS laptops and printers, set up at designated location. Printers USB direct connections to PC’s, RMS machines wired network connection, PASS WIFI network connection and all laptops including OTS personal machine are secured and cable locked. Provide internet usage on all machines were locked down with the exception of URLs provided by ETS
• OTS will respond within 1-hour time for support during all reading hours of 8am to 5pm local time. Problems that need resolution, OTS will work until the problem is resolved. OTS will work through weekends and Holiday
• Diagnose and resolve technical issues through Active Directory on Windows Server 2008, upgrade and made changes to end-users’ accounts for GPO security purposes
• PC Refresh and Migration - provided basic troubleshooting assistance, ticket resolution for personal computer used during the PC Refresh and migration of Windows OS and Microsoft Office while leading a team of 20 analysts on a timely schedule

Confidential, Union Beach, NJ

Helpdesk Specialist II

Responsibilities:

• Provided P1, P2, P3 technical resolution for North America, Latin America, Europe, Greater Asia and various locations around the world
• Performed helpdesk responsibilities as well as systems analysis with a Global environment of end-end-users
• Performed problem management and resolution: diagnostic troubleshooting, problem with logging and tracking, resolution, follow-up and escalation through Novell, Lotus Notes, Windows, SAP GUI, IFFman, Citrix Program Neighborhood, DBAltiris and Active Directory Environments
• Assist with installation of Outlook 2010 migration of archived Lotus Notes 7 and 8 through Exchange Server
• Responsible for Esupport Mailbox and Voicemail responses upon request within a 30-minute turnaround time slot
• Provided expertise on various projects as needed

Confidential

Team Lead/PC Migration Technician, Helpdesk Specialist/Desktop-System Support Specialist

Responsibilities:

• Performed helpdesk responsibilities as well as systems analysis on a Global end-user environment at Horizon BC/BS and Johnson and Johnson and various locations around the world
• Performed problem management and resolution: diagnostic troubleshooting, problem logging and tracking, problem resolution, follow-up and escalation through Active Directory. **Ranked #1 out of 30 call center associates during my tenure at HORIZON/BCBS
• Installed Outlook 2010 and migrated archived Lotus Notes 8 through Exchange Server
• Assisted end-end-users with retrieval of Lotus Notes archived email into Outlook 2010 and Outlook Web Access.
• Enabled and disabled end-users accounts via Active Directory and Outlook Web Access
• Created end-user’s logon accounts for end-users to access applications and Outlook account through remote access
• Provided expertise on various projects as needed

Desktop Technician

Confidential

Responsibilities:

• Assisted various clients with after hours and weekend move, technical issues and added change activities
• Performed disconnections, reconnections, inventory and staging
• Worked with workstations and various other hardware and peripherals within end-users’ cubicles. Extremely careful with accuracy and cleanliness to ensure the client’s end-users areas were neat and properly set up upon return
• Performed Windows upgrades and imaging duties with Ghost, Carbon Copy and performed duties through Active Directory
• Performed Windows Systems Admin tasks on newly installed Desktops and laptops to ensure network connectivity, end-users access setup and various other SW application QA efforts
• Respond to level 1- & 2 Help Desk calls relating to a variety of technical situations across global end-users’ community
• Worked with the end end-users to politely and quickly appease their concerns, performed ghosting of machines, hard drives, DVDs, CDs for archiving into law library

Confidential, Toms River, NJ

Team Lead/Helpdesk Specialist

Responsibilities:

• Supervised client/employee relations problematic resolutions, interaction of staff members maintaining scheduling with promptness and/or disciplinary actions including staff.
• Established old and new IT policies, which defined acceptable use of IT assets within the company

Confidential, Baltimore, MD

Helpdesk Specialist/Web Developer

Responsibilities:

• Quickly responded to incoming/outgoing tickets that required immediate to low maintenance technical support
• Implemented technical support to networking, software/hardware updates, replacement and repair of desktop, laptops, routers, modems, servers, wiring, printers, scanners and other peripherals. TAC (Training Administrative Coordinator) actively involved in development of presentation, facilitation, general web and PowerPoint designs for training manuals and adobe uploads, classroom management, coaching and delivering feedback, e-learning, conducting meetings
• Provided expertise on various projects as needed

Confidential, Stevenson, MD

Network Administrator

Responsibilities:

• Held multifaceted responsibilities to configure, install and administer network infrastructure and telecommunications systems that supported staff of 20 end-users
• Fulfilled windows administrative responsibilities including the addition and changes to end-users’ desktop, email accounts, installation and configuration of server, backup & restoration
• Maintain and updated accounts payable for CEO for all locations
• Provided expertise on various projects as needed