SUMMARY:

• To obtain a position to enhance and further develop my skills. The opportunity should present a challenging career to grow professionally and utilize my helpdesk, customer service and leadership qualities.
• Microsoft Exchange 2003 - Office 365 - (Troubleshooting, User management)
• Windows server (Troubleshooting)
• MS Office Suite 95 - O365
• Printer Troubleshooting, Maintenance
• Active Directory
• Windows 95-Windows 10, Mac OS, iOS, Android
• Excellent written and verbal communication skills
• Energetic, hardworking, professional with strong organizational skills
• Adept in motivating employees and an excellent leader/team player

WORK EXPERIENCE:

Confidential - Mount Laurel, NJ

Senior Help Desk Engineer

Responsibilities:

• Implement and administer Windows Servers across multiple client sites.
• Manage technical services of Windows Network infrastructure, including Active Directory and Group Policy.
• Maintain and implemented 3rd party spam and web filter services such as, MXLogic and MimeCast.
• Work with product vendors to identify, troubleshoot, and provide support for 3rd party applications.
• Support of mobile devices including iOS, Android, and Windows phones and tablets.
• Install Network printers on client workstations.
• Map Network drives for end users.
• Assisted in the rollout new workstations for a very large client using Acronis Imaging. Created all support documentation needed for other Engineers to troubleshoot issues should they arise.
• Backup and restore client files using Backup Exec, Datto, Synology, and Dell Appassure, among others.
• Publish applications on Citrix servers; give users access to these applications based on group s.
• Familiar with Citrix XenApp, Xen Desktop, VMware VSphere, and Hyper V products.
• Provide onsite support to resolve issues, such as adding new workstations to the client’s domain, installing customer specific applications, and resolving virus related issues.

Confidential - Mount Laurel, NJ

NOC Technician

Responsibilities:

• Ran scheduled and ad-hoc system, application, and EDI batch jobs.
• Monitored batch job completion and escalates failures following defined procedures.
• Monitored corporate applications, servers, storage, network and telephone systems and documents and escalates incidents following defined procedures.
• Monitored data center environmental systems (power cooling, etc.) and escalates issues following defined procedures.
• Generated and distributed daily, weekly and monthly operations reports following established procedures.
• Update, monitor and complete shift reports.
• Printed, and distributed internal and customer reports and documents.
• Monitor stock of print supplies and notifies supervisor when levels are below established minimums. Orders print supplies as required/requested.
• Perform basic maintenance on printers following established procedures.
• Perform system backups, load and catalog tapes, and manage offsite storage of tape backups using established procedures.
• Perform file restores from backup tapes following established procedures
• Promoted application code to QA and production application and database systems following established procedures.
• Mentored junior team members.

Confidential

NOC Technician

Responsibilities:

• Create and submit trouble tickets using Autotask.
• Monitor Network alerts configured through N-able; while acknowledging and responding to critical and time sensitive alerts.
• Monitor firewall traffic as well as server related issues.
• Call circuit provider for any outage and follow up until resolved.
• Perform patch management on client Servers, and Workstations.
• Setup user accounts using Active Directory.
• Create email accounts in Microsoft Exchange, Google for Business and Office 365.
• NOC duties: monitoring of servers, networks/ISP circuits, workstations and backup hardware for various clients and taking action on alerts on a first, second, or third level as required.
• Assess issues reported by customers (phone/e-mail, etc) including managed devices and environments including desktops, mobile devices, printers, Windows servers, RAID storage, Dell Equalogic SAN, routers, VPN, firewalls and switches. Escalation within the predetermined SLAs when required.
• Flexibility in work schedule to assure 24/7 coverage of shifts.

Confidential

IT/Desktop Sr. Support Analyst

Responsibilities:

• Support of In-house software (Spectrum; SQL Database with Access front end) for internal employees as well as clients
• Support Desktop/Terminal servers connectivity and account resets
• Escalate problem tickets to 2nd and 3rd level support as needed
• Administration of Windows and Spectrum accounts
• Execute Reports for management
• Maintain high level of customer service given to all users.
• On call support on a rotating schedule
• Maintaining high level of 1st call resolution
• Communicating global IT issues to internal users
• SQL 2000/2005 Enterprise Manager
• Deskside Tier II support - Maintaining desktops, printers, etc.
• Provided support for multiple Small businesses for payroll website. Assisted with Website payroll entries and back end issues. (contractor)

Migration Control Specialist

Confidential

Responsibilities:

• Responsible for data migrations for web, ivr, and proprietary applications (Unix, weblogic 8.1, Frontpage 98/2000, WSFTP,
• Testing moves to ensure accurate and successful migrations.
• Create instructional documents for the team
• Other duties as assigned.

Technology Specialist (desktop support, tier II)

Confidential

Responsibilities:

• Troubleshooting technological issues at the second level.
• Maintain customer service level agreements for 1000+ employees.
• Experienced in Windows 98/NT/2000/XP Professional/ server, Active Directory, Microsoft SMS application deployment, Microsoft Office 97/2000/2003, Novell, TCP/IP network topology, AS 400, Lotus Notes, Microsoft Outlook, MacAfee viruscan, Norton antivirus, Lotus Sametime Server, Microsoft Net meeting, Altiris desktop deployment, Norton Ghost, Peregrine(call tracking), Citrix winframe/metaframe, and CiscoVPN.
• Hardware including: Compaq deskpro, armada and M series laptops, IBM desktops and thinkpad laptops. HP deskjet/laserjet and Canon network printers.
• Software: Filenet, Clarify CMS, Pension manager (COBOL based program), Mainframe MVS and VM, vendor manager.

Helpdesk Team Leader

Confidential

Responsibilities:

• Manage first level support.
• Train, implement, and monitor call center employees and functions.
• Administer issues with e-mail, customer service, database issues, and operating systems.
• Compliments from coworkers and employees in exceeding expected service level agreements.

Helpdesk Associate

Confidential

Responsibilities:

• Assist employees and clients experiencing technical issues.
• Resolve network and dial-up issues for clients and remote users.
• Produce reports using Peregrine System.
• Process complex projects including Y2K and Special/Web enrollment.
• Provide continuous support for four large offices including after hours.
• Assisting participants with complex Health and Welfare and Defined contribution issues, questions, and conflicts in regards to their open enrollment. Multiple clients serviced.
• Communicate technical information to participants.
• Monitor the Case Management System to make sure all questions and issues are completed in a timely fashion.