PROFESSIONAL EXPERIENCE:

Confidential

IT Systems Engineer Contract

• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals
• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users
• Supervise complaint ticketing system and follow timely resolution of all work orders
• Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software
• Recommend and apply solutions, including on-site repair for remote users
• Provide second level support for users on site
• I provide PC images, updates and I am the BES administrator.
• Mobile Iron IOS configure new users maintain E-mail.
• Android support.
• Troubleshoot, configured, and installed Desktop PCs, Laptops, Port
• Replications, Peripherals Monitors, Printers and Imaging

Confidential

IT Systems Engineer

• Provide the bank with technical support by phone and remotely through Go to My PC and remote desktop.
• Provide second level support for users on site
• I provide PC images, updates and I am the BES administrator BES Servers
• Mobile Iron IOS configure new users maintain E-mail.
• Android support.
• Troubleshoot, configured, and installed Desktop PCs, Laptops, Port
• Replications, Peripherals Monitors, Printers and Imaging
• DB administrator
• Administrator for WorkShare, Active Directory
• Provide second level support for Windows 7, OSX 10 .6 and Microsoft
• Word 2010 and Excel 2010

Confidential

Desktop Support

• Provide the practice with technical support by phone and remotely through VLC and remote desktop.
• Provide second level support for users on site and abroad.
• Preformed forensics for users devices.
• Testing Mobile Iron IOS
• Supporting the Good App Android IOS configure users.
• Apple support while moving from Black Berry to allowing Apple Android products.
• I provide PC images, updates and I am the BES administrator BES Servers
• Headed up the migration from Windows XP to Windows 7 for my office.
• Troubleshoot, configured, and installed Desktop PCs, Laptops, Port
• Replications, Peripherals Monitors, Printers and Imaging
• Administrator for Interwoven's Worksite, WorkShare, Active
• Directory, Filesite and Desksite,.
• Provide support for user support for users on iPad, iPhones and android devices.
• Provide second level support for Windows 7, OSX 10 .6 and Microsoft Word 2010 and Excel 2010
• Managed and setup conference rooms for videoconferences and presentations.

Confidential

Senior Helpdesk/Desktop Support Contract

• Managed incoming helpdesk calls for the Practice.
• Handled user requests via remote connection and personal trouble-shooting
• Preformed all forensics on the systems and terminals
• Administrator for all backups
• Elite/Timekeeper Setup
• Avaya Phone Setup
• BES administrator
• Administrator for Interwoven's Worksite, Filesite and Desksite.
• Administrator for Active Directory, Exchange Setup
• Managed driver installs, updates, IP software configurations.
• PC images, Ghost, updates, virus and firewall updates, Profile Settings, Migrations, and recommendations.

Confidential

Helpdesk/Desktop Support Level 3 Contract

• Managed incoming helpdesk calls for 1000-2500 users. Handled user requests via remote connection and personal trouble-shooting. Used the ticketing system Track It I created detailed, organized and highly descriptive documentation of each issue including troubleshooting steps, screenshots, file examples and Urls.
• Administrator for Interwoven's Worksite as its DMS--Document Management System for document management
• Work the off hours calls by remote into the system via Go to my pc and remote to the user pc or Citrix session to assist them.
• Trained users how to use the Office communicator Phones.
• Administrator for Active Directory, Enable and disable users' accounts and reset passwords for users.
• Troubleshoot, configured, and installed Desktop PC's, Laptops, Port Replications, Docking stations, Peripherals Monitors, Phones, Printers, Imaging, Scanning, and Custom Workstations. Managed driver installs, updates, IP software configurations. Maintained IT hardware.
• Trained new users on MS Office, Email, and Desktop Applications including custom Databases. Managed and created Documentation, quick tip sheets, and custom training documentation for each application.
• PC images, Ghost, updates, virus and firewall updates, Profile Settings, Migrations, and recommendations.
• Managed and maintained Polycom Video Conferencing, teleconferencing, projector, laptop and training room needs setups and scheduling.

Confidential

Help Desk Level 1 Engineer

• Primary task take call and providing technical help desk support to several 100 users world wide
• I support 12 different companies that within each there are 1000 of users work onsite and or remotely.
• Performs computer software installations/upgrades remotely using VNC and remote desktop.
• Provide customer support to clients via telephone and email.
• Provide client support with Black Berries, Lotus Notes and all other handheld devices
• Provide client support for Windows Xp, Microsoft Office Suite and Mac OSX.
• Connected to the user Macs through VNC and their IP address.
• Use Active Directory to maintain the users network accounts.
• Provide client support for Peoplesoft, Excel, PowerPoint, Works and Adobe Acrobat Distiller.
• Document all issues and follow-up information.
• Take installation and support calls from technicians related to new installation support, service call.
• Receive calls from customers relating, website questions, service call support, and installation and help desk ticket status.

Specialized Skills:

• Experienced in Web page development and reconstruction.
• A Certification, Network , MCSE, CCNA in progress, ACE 5.1, Active Directory, Adobe Acrobat Distiller, Avaya, Mac Pc, BASIC, Black Berry Enterprise Server, C , Citrix, COBOL, Dream Weaver, DTS, EMR, Ghost, Imanage, IQ Mark, Filesite, Inter Action, Lotus Notes, Meeting Place, Microsoft SQL Server, Peoplesoft, Photoshop Illustrator, Mac OS, Windows Xp and Vista, Office 03and 07, Project, Works, UNIX, Coral, WordPerfect, Visual Basic, HTML.