Skills

• 10 years of excellent customer service experience
• Over 8 years of remotely troubleshooting desktops, printers, and mobile devices.
• Excellent First Contact Resolution Rate
• Outstanding technical writing skills
• Six years Troubleshooting Cisco IP Phones
• Over seven years of experience in the information technology field as a Computer Technician in a Networking environment. His most recent experience is with:
• Windows VM Ware
• SCCM Active Directory
• VOIP Printer Management
• Office MAC OS

MAJOR ASSIGNMENTS

Confidential

Desktop Support Administrator

• Providing 2nd and 3rd level IT Support.
• Maintaining and servicing HP and Toshiba printers.
• Proficient with using Solarwinds Orion to monitor server health
• Experienced with VMware ESXI 5.5
• Malware/Viruses management on servers and user PCs using Symantec End Point Virus Protection.
• Proficient with Active Directory with setting up new users and groups.
• Proficient with exchange management console 2008
• Setting up and maintaining file permissions on windows 2008 r2
• Proficient with System Center Configuration Manager SCCM
• Installed, Configured and customized software per user needs
• Proficient with deploying Windows 7 images.
• Experienced with setting up Email on Iphone and android phones
• Proficient with installing, configuring, upgrading Hardware on Laptops, desktop and servers.

Confidential

Desktop Support Administrator

• Troubleshooting, servicing and maintaining Toshiba, HP, and Oki Data Printers.
• Providing 2nd and 3rd level IT support while helping users remotely and desk side
• Proficient with troubleshooting Windows XP and Windows 7 OS
• Experienced with SCCM and SCCM Configuration Manager Consol.
• Large deployment of SCCM servers
• Proficient with windows 2008 r2 and windows 2012 r2
• Service Desk Express Magic management
• Proficient with Active Directory
• Symantec Resource Management and Norton PC anywhere
• Proficient with Office 2010, 2007, 2003.
• Writing Technical Procedures
• Managing and coordinating large department relocations.
• Working on various Projects such as windows 7 refresh
• Traveling to various locations on the east coast to work on all hardware and software related Break/Fix issues.
• Experience working with Mainframe applications such as QIK software and Sabre.
• Troubleshooting various different types of software applications.
• Setting up and troubleshooting VPN's.
• Beta testing new software.
• Precise with doing Inventory Management in SDE.
• Proficient with configuring and troubleshooting Apple IPhone's and Ipad's.
• Experience with troubleshooting and configuring the Mobile Iron Application on IPhone's.

Confidential

Desktop Technician

• Provide customer support while helping users remotely and desk side
• Proficient with Windows XP, 7, and Mac OS
• Proficient in creating Install Scripts
• Installing various business applications such as Basware, Decision, Switch Environment, SAS
• Proficient in installing/troubleshooting normal office applications such as Outlook, Excel, Adobe Products, Etc.
• Installing and troubleshooting Cisco IP phones
• Experienced in setting up new PC's by using Norton Ghost, and WIM Windows Imaging Manager
• Managing large Hardware Deployments and moves.
• Proficient in Installing Dell Notebook Hardware such as keyboards, LCD, HDD etc.
• Experienced in using Web Version of Big Fix
• Troubleshooting MAC OS issues.
• Proficient with setting up Corporate IPhone and BlackBerrys
• Setting up and configuring Wireless Air Cards
• Proficient with installing, configuring, upgrading Hardware on Laptops, desktop and servers.

Environment: Cisco, SAS, Windows, Basware, Decision, Switch Environment

Confidential

Service Desk/Operations

• Utilized Active Directory to set up users, groups, permissions, reset users network passwords, and change users credentials as well as work titles
• Installed add ins in all Versions of Outlook
• Installed and configured Live Meeting, installed and troubleshot RSS feeds in Outlook, fix all issues with Outlook, and set up rules
• CA ticketing system including: Searching for users within the CA ticketing system, forwarding tickets to 100 groups correctly following a ticket routing sheet
• Utilized Dame Ware remote assist
• Installed Oracle 10,and 11
• Set up clients VPN
• Troubleshot VPN issues
• Installed various programs upon users request
• Removed Malware/Viruses on servers and user PCs using Symantec End Point Virus Protection
• Utilized a run book to find all proper procedures for software installs and Ticket Routing
• Experienced with many different Mobile Phones
• Set up the Exchange Server
• Set up and troubleshot Cisco IP phones and Communicator for VPN users
• Monitored AS400 for error messages, commands and printer troubleshooting
• Loaded and removed AS400 tapes
• Experienced in Using Tivoli
• Followed proper escalation procedures if needed
• Experienced in Data Protector
• Monitored backups for completion
• Restarted Failed Backups
• Loaded backup tapes
• Experienced in Server 2003, and server 2008
• Restarted servers for weekly maintenance
• Stopped and restarted Jobs for weekly maintenance
• Micro Strategy Intelligence server and listener
• Replaced Hardware on servers such as server blades and HDD's
• Utilized Secure Sync by Iron Mountain
• Downloaded and verified daily and weekly return audits
• Experienced using VMware 3.0.3
• Accessed servers remotely and fixed various server issues

Environment: Active Directory, AS400, VMware, Tivoli, Cisco, Data Protector

Confidential

Hardware Technician

• Worked from a remote or local location with hardware
• Certified in Dell Desktop repairs
• Certified in Dell Laptop repairs
• Worked with irate customers effectively and calmly

Confidential

Technical Services Representative

• Worked from a call center, receiving 50 to 60 calls a day
• Configured software users specific configurations
• Assisted customers with Backup and recovery
• Trained in the following:
• Computer Networking in Email problems, such as email clients and server issues
• Spyware/malware removal
• Troubleshooting all anti-virus programs
• Troubleshooting internet browser issues
• Installing/troubleshooting peripheral devices
• TCP/IP problems
• VOIP telephone systems