TECHNICAL SKILLS

Operating Systems: Windows 7 - 10; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003

Software Applications: MS Office Suite 2000, 2003, 2007, 2010.2013(Access, Excel, PowerPoint, Word); Norton Ghost; installing drivers, Active directory, Cisco VPN, BMC Remedy, Lotus Notes, Outlook 2010-2013, RSA secure ID token, Bomgar, Sonic Wall, Bes5, Bes10, Good Admin, AirWatch, Secure ID Admin, Lync 2010-13. Oracle, Java, Track it, Dameware remote tool, Utorrent, Mitel, Spieceworks, Mobile iron, VMware horizon client, Nuance PDF enterprise, Cherwell Service management, MICROS POS 3700

Hardware: HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports)

Others: Clerical skills; data entry; customer service support (both on teh phone and in person); leadership experience

PROFESSIONAL EXPERIENCE

Confidential

Helpdesk Technician/Desktop Support

Responsibilities:

• Resolved numerous tickets a day for problems ranging from VPN errors, password resets, connectivity issues, software installs, Hardware replacement and PC troubleshooting
• Setup Conference room meetings using GoToMeeting and making sure click share device worked properly
• Trained new employees on company software, and ran teh on boarding process
• Displayed excellent customer service for a wide range of employees
• Imaged\Reimaged laptops and desktops using flash drive and imager for desktops
• Resolved users issues in a timely fashion, by resolving or escalating teh problem
• assisted users who worked remotely or we using VM ware
• Solved numerous Microsoft Outlook issues
• Remote into user’s computers using Team Viewer to troubleshoot different issues.
• Mapped network drives and printers to user’s computers.
• Worked in a Citrix environment and was able to fix connectivity issues, such as slowness and freezing of apps
• Drove to different location in MOCO to assist users
• Assisted wif Monthly meetings and recorded meeting in server room
• Add/Removed users from teh domain
• Moved computers into teh correct OU
• added user to shared drives, and email groups
• Monitored Telecomm room in Kensington location and other MOCO locations
• assisted users wif office moves
• Deployed, Setup, users I Phone and android using Mobile iron and Touchdown applications
• Monitored Micros POS 3200 system thru remote desktop connection
• Rebooted physical POS server when system would go down
• Worked wif Micros in adding/removing certain features such as menu items, room changes ect

Confidential

Helpdesk Technician/System Admin

Responsibilities:

• Resolved numerous tickets a day for problems ranging from VPN errors, password resets, connectivity issues, software installs, Hardware replacement and PC troubleshooting
• Setup Conference room meetings using GoToMeeting
• Trained new employees on company software, and ran teh on boarding process
• Displayed excellent customer service for a wide range of SRBI employees
• Imaged\Reimaged Dell laptops and desktops wif teh companies windows 7 image
• Resolved users issues in a timely fashion, by resolving or escalating teh problem
• assisted SRBI users who worked remotely on teh VPN network
• Coached/trained employees outside of IT on how to use certain software
• Solved numerous Microsoft Outlook issues
• Remote into user’s computers using TightVNC to troubleshoot different issues.
• Mapped network drives and printers to user’s computers.
• Worked in a Citrix environment and was able to fix connectivity issues, such as slowness and freezing of apps
• Swapped Juniper switches after business hours on multiple occasions.
• Assisted wif Corporate wide Lync 2013 migration
• Add/Removed users from teh domain
• Moved computers into teh correct OU
• added user to shared drives, and email groups
• Monitored Telecomm room
• Ran cables to approximate port number in Telecomm room
• assisted users wif office moves
• Deployed, and setup users I Phone and Blackberry devices
• Admin responsibilities in teh Bes5 and 10 server(managing, removing, adding, email configuration)
• Admin responsibilities in Air watch (Managing, adding, removing, email configuration)

Confidential

Service Desk Analyst

Responsibilities:

• Resolved numerous tickets a day for problems ranging from VPN errors, password resets, software installs, and PC troubleshooting
• Answered numerous phone calls a day, assisting Confidential employees around teh world
• Managed daily voicemail messages, and created and resolved appropriate remedy tickets
• Displayed excellent customer service for a wide range of Confidential employees
• Collaborated wif a team of 12 on average and incorporated teamwork/people skills
• Resolved users issues in a timely fashion, by resolving or escalating teh problem
• assisted Confidential users who worked remotely on teh VPN network
• Coached/trained new employees on general help desk resolutions such password/pin reset and other general inquires.
• Created Service request for users such as work place request, corporate and facility services, Infrastructure Support Services, and web services
• Solved numerous Lotus Notes issues for Confidential Employees
• Remote into user’s computers using teh Carbon Copy to troubleshoot different issues.
• Mapped network drives and printers to user’s computers.
• Assisted users wif router/modem issues when working from home
• Worked wif a 12 person team that supports over 7,000 customers and approximately 8,000 calls per month
• Assisted wif Corporate wide Windows 7 migration