Summary

• Proven track record in a Technical support Analyst, Desktop Support Analyst, IT Support Analyst with excellent hands on experience in Windows, UNIX and Linux platform.
• Excellent hands on experience in diagnosing and troubleshooting PC's and other peripherals.
• Experience performing root cause analysis of unique client side issues and Active Directory account maintenance
• Familiar with the networking protocols and concepts with experience supporting large distributed PC network in a mixed Active Directory, classic Windows Domain and Novell Netware network
• He is a local with CompTIA A certification and available immediately.

Technical Skills:

Hardware:

• Intel x86 based servers minicomputers
• Apple Macintosh minicomputers and servers
• Storage RAID SATA and SCSI DASD
• iOS iPhones/ipad devices
• BlackBerry handheld devices
• WYSE Thin Clients

Operating Systems and Environments:

• MS Windows client version 8 and previous
• MS Windows server NT 3.5 through Server 2008 R2
• MacOS system 7.x through 10.x
• RSA SecureID server / client
• Microsoft Exchange / Outlook
• Active Directory 2000 - 2008
• Citrix MetaFrame 1.8/XP / Presentation Server
• BlackBerry Enterprise Server BES ver. 4.1
• Microsoft System Center SCCM

Accomplishments

• Established system of spare loaner pre-configured computers to minimize system/instrument downtime and maximize end user productivity Johnson Johnson PRD
• Project lead for client side implementation Macintosh/PC of SQL based Digital Assets Management program Telescope / Harcourt School Publishers
• Project lead for the beta test of Microsoft's Office Mac 2001 Harcourt, Inc. - cross divisional
• Team Leader/Assistant Divisional Manager for start up of Macintosh hardware sales division including training, scheduling and traffic management in a Call Center environment Mac Systems Warehouse
• Project lead for the implementation of a Windows Tablet Edition based PC platform from initial hardware selection through end user training Hamilton Health Center
• Upgraded existing Citrix WinFrame 1.6 servers to MetaFrame 1.8 Holy Spirit Hospital
• Citrix Presentation Server farm maintenance, including virtual desktop applications and main line of business application access Hamilton Health Center
• Compiled and maintained a Pre-Execution Environment bootable CD for PC diagnostic, repair and remediation use, reducing incident response time and minimizing malware exposure, and allowing recovery of production files from failed hard drives Johnson Johnson Zausner Foods
• Instituted Disk Imaging cloning program for new PC rollout, reducing PC set-up time from 1.5 - 2 hours to 15 - 20 minutes for the standard PC Holy Spirit Hospital, Hamilton Health Center
• Developed and updated as required a library of standard PC images to insure consistency of support and user experience Zausner Foods, Hamilton Health Center
• Redesigned off the shelf server package to minimize costs while maintaining quality product DataComm Warehouse
• Instituted a Virtual Private Network VPN , reducing long distance telephone charges by greater than 80 between branch and home offices by Sun Atlantic
• Contact and lead technical resource for virus and malware remediation, analysis and configuration Harcourt, Inc

Professional Experience

Confidential

Technical Support Analyst

Responsibilities:

• Support of the Honeywell enterprise environment Windows 7 / XP
• Account unlocks and resets password reset and account re-enable
• PKI certificate management
• Application support local and Web based
• Application performance and connectivity troubleshooting
• Root cause analysis of unique client side issues
• Trouble ticket creation, modification and resolution Remedy ARS
• Knowledgebase article creation and modification Remedy ARS

Confidential

Windows 7 Migration Team Lead

Responsibilities:

• Systems inventory and upgrade suitability evaluation
• Image application and end user configuration
• Image / upgrade failure analysis and remediation
• Project tracking, forecasting and reporting
• Team supervision four technicians/rollout team

Confidential

Desktop Support Analyst

Responsibilities:

• Configuration and support of Desktop and Notebook systems in a distributed environment
• Windows 7 beta tester, prior to Enterprise rollout of the new operating system including application compatibility testing.
• Deployment of Windows 7 to end user population including data migration and non-standard application testing and mitigation.
• Cisco VPN support
• Security response/virus remediation
• Active Directory account maintenance
• Break/Fix support for desktop/laptop systems
• BES/Blackberry configuration and support
• Laptop encryption deployment and support Guardian Edge
• Pre-deployment application evaluation and testing Windows XP
• Development and testing of simple scripting to address specific issues in the Desktop environment

Confidential

IT Support Analyst

Responsibilities:

• Configuration and maintenance of Citrix Presentation Server farm
• Security and incident response for a distributed 150 seat environment
• Break/Fix support for servers/workstations/laptop systems
• Windows Server 2003 maintenance incl. patch management/updates, emergency restarts
• Active Directory account setup and maintenance including Exchange 2003
• Storage analysis and maintenance DASD, RAID
• Account creation and maintenance EHS Care Revolution Practice Management System, aka EHS
• Implementation of electronic dictation/transcription system part of move to Federally mandated EMR
• PC image library development and maintenance
• Backup solution implementation and maintenance
• Specification, testing, configuration and implementation of Windows XP based, Window 7 capable portable computing platform Lenovo X200 Tablet PC's Citrix Client dual VPN solution

Confidential

Network and Desktop Support Analyst

Responsibilities:

• Windows XP image development, maintenance and deployment
• Lotus Notes and Domino server support
• Server-side database installation and maintenance including VM Ware and some SQL work
• Security Policy development
• Ant-virus/anti-malware remediation
• Platform standard development and implementation

Confidential

Technical Support Analyst

Responsibilities:

• Remote and local support of a large distributed PC network in a mixed Active Directory, classic Windows Domain and Novell Netware network
• Cisco VPN connectivity support
• RSA SecureID management and support
• Account unlocks and password resets Netware / Active Directory
• Remote system administration using Microsoft SMS and Novell Console One

Confidential

TECHNICAL SUPPORT ANALYST

Responsibilities:

• PC refresh project including data migration in an Active Directory/Windows XP enterprise environment.

Confidential

Technical Support Analyst

Responsibilities:

• Remote telephone support of a large distributed mixed PC and Macintosh network 40 PC/60 Macintosh including all facets of Enterprise mini-computer support
• Active Directory administration including account creation, deactivation, rights assignment/modification and maintenance
• Password resets Active Directory and PeopleSoft
• PeopleSoft account creation and administration
• Remote system administration using LANDesk and Timbuktu
• Cisco and Juniper SSL VPN support
• RSA SecureID account support and maintenance
• Adobe InDesign, InCopy and K4 support
• Lotus Notes client support
• Palm Treo support including OTA re-provisioning

Confidential

Systems Analyst

Responsibilities:

• Sole support provider for non-validated laboratory instrument computers at the J JPRD Research and Early Development laboratories at the Spring House, PA site.
• Install and upgrade standard and non-standard lab system computers, operating systems and vendor software
• Installation, configuration and maintenance of Waters Company programs including NuGenesis SDMS and MassLynx
• Moves, adds and changes to both network and non-networked PC's and computer peripherals
• Configuration and maintenance of printers
• Installation and configuration of SCSI instrumentation including scanners, flow control devices, counters and scintillation recorders
• Installation and maintenance of bar code scanners and Zebra brand bar code printers.
• Maintenance of OS patch levels Windows XP
• Maintenance and upgrade of Red Hat Linux based MRI instruments Bruker
• Installation and configuration of anti-virus software McAfee Enterprise 8.0i and AsAP
• Diagnose login and network problems
• Hardware break-fix support
• Maintenance of asset inventory database
• Enforcement of all local and worldwide security policies
• Monitor request and incident queue Remedy-based system close and document ticket activity.

Confidential

Technical Support Analyst

Responsibilities:

• Technical Support for mixed Domain/Workgroup distributed network
• Network connectivity diagnostics
• New user setup on Unix/Pick based system

Confidential

Technical Support Analyst

Responsibilities:

• Supported full range of Adaptec products including RAID, SATA and SCSI controllers, IEEE1394 Firewire and USB 1.1/2. on all operating systems including SCO Unix, Netware, Windows NT/2000/2003 and Red Hat family OS'es
• Help Desk update Remedy .
• Best effort support of attached SCSI, USB and IEEE1394 devices including digital video recorders, scanners, RAID enclosures and tape backup devices
• Review and maintenance of internal and external customer facing knowledgebase

Confidential

Technical Support/Help Desk

Responsibilities:

• Telephone call center support for third largest ISP in United States' broadband Cable and ADSL customers
• Troubleshooting connection and OS issues for Windows and Macintosh clients all OS versions

Confidential

Technical Support Analyst

Responsibilities:

• Support of a Windows XP Professional and Windows 2000 Professional and Server network with some Macintosh exposure, including Office 2000, Lotus Notes 5.x/6.x
• Account creation and maintenance
• General Help Desk duties.