Objective

To obtain a position in a leading information technology organization that utilizes my troubleshooting skills and creativity.

Computer Skills

Professional Experience

Confidential

Help Desk Support

• Provided support for more than 120 local and international users while designing and implementing IT management responsibilities, reducing cost and increasing efficiency by streamlining communication and organization
• Updated intranet site using MS SQL and MS Report server, adding access to services, reports and databases that previously didn't exist, increasing functionality and allowing more options for users
• Updated and secured Lefthand SAN device on file server, which was directly responsible for a successful restoration when the device failed
• Provided software, hardware and logistic support for partnering companies increasing communication, strengthening relationships, productivity and accessibility
• Managed and coordinated users, security groups and email groups using MS Exchange Server and Active Directory implementing Group Policy Objects GPO with Security groups
• Created distribution and security groups in active directory localizing emailing lists and addressing accessibility issues, decreasing the amount of email groups being sent statically via the company's intranet, centralizing resources and info
• Corrected daily backup communication problems that were contributing to email system failure
• Worked with engineering team to ensure proper port configurations of hardware and software creating more available products for the sales department
• Worked to reinforce network and system infrastructure, creating a crisis management plan to ensure maximum efficiency and minimal downtime
• Updated user's computer software and hardware solving compatibility issues with core inventory systems allowing multiple users to update their systems to Windows 7 rather than continue using XP
• Support and maintained MITEL 3000 telephone system
• Perform advanced hardware maintenance, updates and troubleshooting improving hardware operations for various devices
• Performed and monitored data backups, disaster recovery and data restoration operations using a virtualized drives via VMWARE
• Implemented Linux based Clonezilla for computer system images and data preservation
• Went through IT department budget, consolidating or removing excess third party services, contributing directly to the company's bottom line
• Work with executive management on a daily basis to evaluate the company needs, present ideas for improvement and give regular updates for IT department initiatives

Confidential

IT Coordinator

• Performed advanced administration for over 300 user workstations, servers, smart phones and network devices at multiple user sites and internal systems
• Performed advanced diagnostics to investigate and resolve problems, providing technical assistance and support to limit downtime and increase user satisfaction
• Web administrator designed and created company public website and intranet adding online services increasing resource availability for users, monitored web usage using content protect device/Barracuda
• Designed and implemented companywide training and technical guidance for programs such as Windows XP, Windows 7, Word , Excel, Outlook, Access, Internet, and CATT Clinical Assessment Tracking and Triage helping users to increase productivity using available technology
• Built, configured and tested Windows 2008 web server
• Maintain and troubleshooting Citrix Metaframe environment
• Performed data backups and disaster recovery operations
• Managed and coordinated users, security groups, and email groups using MS Exchange Server
• Supported and maintained company telephone systems
• Performed system security updates using McAfee and other tools
• Designed and created company graphics using Adobe Photoshop, Adobe Illustrator and Flash
• Configured and maintained scripts for automation of network printers and network security installations

Confidential

Help Desk Support

• Extremely fast paced call center environment that required quick and easy to implement solutions constantly maintained the Exceed level for metrics measure in this position.
• Customer service and support for testing and troubleshooting Credit and Debit Card Terminal software
• Managed various merchant accounts for the Credit Card Merchant Services systems, auditing customer statements and resolving technical and financial issues.
• Tested for functionality with troubleshooting of hardware, phone lines, networks, and satellite systems
• Trained new employees in the Help Desk Support Area

Confidential

Technical Product Tester

• Scheduled and conducted product test by use of a test plan, providing feedback and suggestions to be used to update the test plans
• Documented results of various test procedures, presenting findings to managers for the testing program

Confidential

Developer

• Worked in a team environment to test, document, develop and resolve form issues in JavaScript and XML, responsible for designing form interface and flow of user input
• Wrote template forms in XML
• Developed reference guide and procedures for client use, wrote help desk manual and procedures for numerous technical support issues