OBJECTIVE

• Obtain a challenging and rewarding position where I can leverage my 15+ years of demonstrated successes within diverse high technology environments.

SUMMARY

• I am a proven performer at delivering special expertise in timely and workable solutions while fostering a high level of customer satisfaction.
• Highly effective and self - directed technician delivering quality work done right the first time.
• Equally valuable as a contributor operating within a team or individual working environment.

• A+ CERTIFIED
• IT SUPPORT SPECIALIST CERTIFIED
• DELL CERTIFIED
• LENOVO CERTIFIED
• WINDOWS 7/8.1/10
• MS OFFICE 2010/365
• CALL TRACKING SOFTWARE
• LOTUS NOTES
• SCCM/MDT
• LANDESK

PROFESSIONAL EXPERIENCE

Confidential

Technical Analyst

Responsibilities:

• Team Lead for the After Hours Windows 7 Migration Team; Team was responsible for migrating 7200 systems from XP to Windows 7
• Lead Technician for Distribution Center and Buying Office roll outs
• Utilized the following Microsoft Tools MDT, USMT, SCCM for imaging/data migration/software distribution
• Worked closely with Department Business Analyst in developing MDT roles for the company
• Worked closely with Desktop Architecture Engineers to resolve Software, hardware and MDT issues
• Provide weekly status reports for major rollouts
• Improved rollout procedures; redeveloped documentation to be more in line with current rollout procedures
• Used Service Now to track all requests and incidents

Confidential

Desktop Support Specialist

Responsibilities:

• Assisted in Confidential ’s Sophos Hard Drive Encryption Project
• Assisted in the Windows 7 rollout project
• Used SCCM to push out software
• Provided support of Apple iPhone and iPad
• Responsible for providing day to day break/fix support for Window XP/7 laptops
• Responsible for deploying new systems for new hires and current employees
• Used HP Service Center to track all calls

Confidential

Implementation Support Specialist

Responsibilities:

• Provided first level server support in Windows 2000 environment
• Responsible for verifying server configurations
• Responsible testing store registers
• Responsible for testing communications between the corporate offices and the stores
• Used HP Service Center to track all calls

Confidential

Desktop Support Specialist

Responsibilities:

• Provided first and second level desktop support in Windows XP/7environment
• Responsible for assisting customers with PC Configurations
• Responsible for maintaining 11 Macs/iMacs
• Provided Mac Support to students
• Responsible for assisting customers with virus related issues
• Responsible for developing XP based ghost images for various platforms

Confidential

Help Desk Team Lead

Responsibilities:

• Managed, prioritized and distributed workload among team of up to 5 people
• Project Lead for project identifying all personal type and corporate type printers in the Andover Site
• Worked directly with other department managers to ensure SLAs were met
• Responsible for the training of IT Support Center staff members
• Conducted Quality Assurance reviews of all tickets handled by team members
• Maintained procedure handbook for new Help Desk employees to create a smooth on board process
• Developed, documented, and maintained processes and procedures
• Responsible for providing various daily and monthly metric reports to Upper Management
• Responsible for providing Executive Support
• Provided both Level I and II support; supported the following applications: SAP, Citrix, VPN, Exchange/Active Directory
• Provided both Level I and II support for Macs
• Used Remedy to track all help desk calls in a 2,500 employee environment

Confidential

Help Desk Analyst II/Backup Team Lead

Responsibilities:

• Provided first and second level support in Windows 2000/Mac OS 9-X environment
• Responsible for assisting customers with PC/Mac Configurations
• Responsible for assisting customers with Avaya phone systems
• Responsible for providing first and second level support for Lotus Notes
• Responsible for assisting customers with remote network access setup
• Responsible for assisting in the training of new IT Support Center staff members
• Developed troubleshooting guide for Mac OS 9 issues

Confidential

Help Desk Specialist

Responsibilities:

• Provided first level desktop support in Windows 9.x/NT/2000 environment
• Responsible for assisting customers with PC Configurations
• Responsible for assisting customers with remote network access setup
• Used HEAT to track all help desk calls in a 25,000 employee environment

Confidential

Customer Support Engineer

Responsibilities:

• Provided second and third level technical support to a variety of Mediabridge & Confidential Customers regarding ContentServer, Mediasphere, and Ethershare
• Provided 2nd and 3rd level hardware/software support for a Mac OS 7-9 environment
• Provided 2nd and 3rd level technical support in a Solaris based Client/Server environment
• Provided 2nd and 3rd level technical support for a Sybase environment
• Used ONYX to track all Customer Support Center calls for clientele

Confidential

Help Desk Analyst

Responsibilities:

• Trained all help desk personnel on MAC and PC related issues.
• Troubleshot hardware/software/network issues in an NT 4.0/Mac OS 7-8.5 environment.
• Troubleshot both Eudora and Outlook 97 issues
• Troubleshot Netscape 4.x issues
• Used VANTIVE to track all help desk calls in a 25,000 employee environment