TECHNICAL SKILLS

• Operation Systems: MS Vista, XP Windows 7 MS Windows Server 2003 installation configuration iOS7 Blackberry OS
• Software Applications: MS Office Suite 2000, 2003, 2007 Access, Excel, PowerPoint, Word, Outlook Lotus Notes Symantec Backup Exec 12.5 MS Exchange Server 2003 driver installations BMC 7.6 Remedy Ticketing software Service Now Imaging hard drives VPN accounts and Remote Desktop Citrix Cerner Works Active Directory LDAP HP Operations Manager SQL
• Hardware: Dell desktops laptops personal printers Cisco/Nortel/Avaya telephone systems iPhone 5 Blackberry's various projector systems general computer builds and repairs hardware installations and swaps general networking experience running cables, troubleshooting connections, activating ports
• Others: Independently supported customer base of 40 users in a help-desk environment Loss Prevention and IT inventory experience Clerical Skills Data entry Customer Service Support over the phone, through email and in person leadership experience telemarketing sales, experience with executive level support CEO's,CIO's, and Directors

SUMMARY OF QUALIFICATIONS

• Great communication and interpersonal skills while assisting numerous customers at The Underground Station
• Displayed excellent problem solving and critical thinking skills while encountering difficult stressful situations at SAIC
• Experience in Project Management, Customer Coordination, Data Center Planning, and Systems Lifecycle Management
• Always willing to learn new things, majoring in Business Administration and still took the initiative to learn and attend school for Information Technology

EMPLOYMENT

Confidential

Service Desk Analyst

• Supported over 50,000 employees/students at NYPH, Columbia, and Cornell University
• Installed a large variety of different software remotely on users machine either via Configuration Manager or RDP
• Provided first level technical and IT support to doctors and students in the medical centers to assist with their issues
• Answered technical questions regarding various software products in the hospital
• Managed users network accounts via Active Director, PSYNCH, and LDAP
• Facilitated and participated in conference calls with colleagues and other departments
• Installed, configured, troubleshoot PC's, servers, printers, laptops, and phones

Confidential

Tier 3 VOIP Support Analyst

• Supported over 8,000 end users in 49 different states with their IVR telephone issues
• Resolved about 10 tickets per day on average via HEAT ticketing system
• Assisted users and installed POLYCOM telephones/headsets for new DOL staff
• Updated our inventory and managed the daily operations of our VOIP systems
• Deleted and modified accounts in our IVR telephone systems
• Main POC for all headset issues

Confidential

Enterprise Monitoring Analyst

• Monitored production systems using HP OpenView and other applications and responded accordingly
• Responded to production support issues and documented them in Magic incident tracking system
• Worked with Global Command Center Analysis and Resolution team in creating permanent resolutions/fixes
• Performed manual tasks in support of Data Center Operations
• Responsible for importing and removing media tapes in data center everyday
• Monitored and supported over 200 servers
• Answered and escalated phone calls from global helpdesk or internal staff
• Followed all daily operation's processes and procedures
• Assisted other Operations Engineers, as needed

Confidential

Help Desk Analyst

• Supported over 7,000 users with technically issues remotely
• Primarily troubleshooted various financial applications and the Lotus Notes email client
• Monitored Remedy Queue
• Performed numerous projects for the new Windows 7 Migration
• Trained new employees on new systems and policies
• Administered users network accounts Active Directory/VPN

Confidential

Help Desk Analyst Tier II

• Supported over 6,000 users in 7 different locations over the phone
• Installed a large variety of different software remotely on users machine either via GoToAssist or RDP
• Provided second level technical and IT support to doctors and staff in the hospital to troubleshoot their issues
• Answered technical questions regarding various software products
• Managed users network accounts Active Directory/VPN
• Facilitated and participated in conference calls with colleagues and other departments
• Installed, configured, troubleshoot PC's, servers, printers, laptops, and phones

Confidential

PC Technician

• Deployed 600 PC's
• Installed hardware components and various peripherals such as keyboards, mouses, wireless cards, and monitors
• Accounted for all of their new and old IT inventory
• Performed daily cleaning operations for all cubicals
• Assisted in maintaining LAN/WAN operations
• Performed upgrades on systems to ensure longevity

Confidential

Audio Visual Technician/ Desktop Support Specialist

• Monitor calls, setup and deploy 40 new computers, and install various software
• Provide assistance for law professors to set up projectors so they can perform power point presentations
• Responsible for everyday operations with the AV system to setup major conferences
• Obtain, set up, and load videotapes for the law students with scheduled live cases
• Diagnose and resolve media system problems in classrooms
• Perform minor repairs and routine cleaning of audio and video equipment
• Maintain inventories of audio and video tapes and related supplies
• Inform users of audio and videotaping service policies and procedures

Confidential

Desktop Support/ Help Desk Specialist

• Provided daily update on network operations upon arrival
• Checked the LAN room every morning to validate if the temperature was between 66-69 degrees
• Tested the connectivity to the internet daily ensuring that it's up to speed
• Installed all types of software such as adobe reader, adobe flash, malware bytes, and java
• Kept inventory of printer supplies, and installed printer software
• Ensured that all of the users Blackberry smart-phones were operating properly

Confidential

Network Administrator Internship

• Built classified and unclassified systems to setup desktop operations for the Space and Geospatial Business Unit
• Performed backup jobs, configured servers, imaged hard drives, and built networks
• Managed all of the unclassified equipment and completed inventory for them
• Responsible for creating and monitoring backup jobs for over 300 machines

LEADERSHIP VOLUNTEER EXPERIENCE

• Received the motivation award at Year Up Inc. for consistently maintaining a high level of excellence and motivation to the program
• Volunteered at the Quantico Military base for the Toys for Tots, and sorted out the toys by both age and gender.
• Volunteered on Thanksgiving weekend to feed the homeless for the We C.A.R.E mentoring program. Provided them with food, shelter, and established good rapport with the homeless individuals that were present