PROFESSIONAL SUMMARY

An A Certified Information Technology professional with a proven work history of proactive and break fix support spanning a19 year career as a Help Desk and Desktop Support Engineer.

AREAS OF EXPERTISE

• Respond to desktop support issues using internal ticketing and call tracking systems.
• Troubleshoot and repair PC, printer, peripheral, network and telecom issues.
• Manage Active Directory and scripts to maintain user profiles and workstations.
• Configure Group Policy and deployment applications to distribute software and updates.
• Develop databases and reporting mechanisms for life cycle maintenance and systems information.
• Maintain backup and restore tapes and schedules.
• POS, cabling and fiber optic

TECHNICAL SKILLS

OS: Windows 95/98/NT/2000/XP/Vista/7, MS-DOS, Linux

Software: NT shell script, Perl, Javascript, MS Office Suite, Powershell, WMI

Hardware: Build, maintain and support PCs and systems

PROFESSIONAL EXPERIENCE

CONSULTING HISTORY

Confidential

Team Lead

• Manage a team of 12 EUC technicians.
• Assist with hiring and interview of new employees.
• Set roles and responsibilities for team members.
• Schedule regular meetings with team members.
• Resolve issues and get status updates on projects.
• Update SOP and manage workflow.
• Review the number and types of service tickets.
• Create reports from Service Now ticketing system.
• Review and respond to SLA performance reports.
• Facilitate knowledge transfer.
• Set up training seminars.
• Verify that team members have access to tools, documentation and services.
• Meet daily with managers and key personnel to report on progress.

Confidential

Level II Network and System Support Specialist

• Provide support and mentor guidance to Level 1 Helpdesk Support Staff.
• Troubleshoot Windows 7 software and hardware including MS Office 2012, Adobe Acrobat, printers and network connectivity.
• Utilize Meraki, LANDesk, PRTG and OCS Management Systems to resolve technical issues.
• Support and resolve Level 2 issues as assigned from Kayako ticket system.
• Modify Active Directory, Group Policies and scripts to resolve issues using ADManager.
• Image new machines using Acronis. Migrate Windows XP profile to Windows 7 using in-house tools. Disconnect old and reconnect new machines.

Confidential

Desktop Support/Imaging Specialist

• Image 150 new Lenovo laptops to Windows 7 using Numera Footprints.
• Disconnect old PCs, move to storage and reconnect docking stations and related hardware.
• Support and resolve user desktop issues as assigned from Numera ticket system.

Confidential

PC De-installation Technician

• Decommission 500 Windows 7 PCs and workstations.
• Utilize DoD sanitation software to wipe drives.

Confidential

Windows 7 Migration Technician

• Upgrade 50 PCs to Windows 7 using MS System Center Configuration Manager SCCM .
• Project included all Target stores in Buffalo and Western, NY.

Confidential

Lead Deployment Technician

• Migrate user profiles to new PCs and laptops using MS User State Migration Tool USMT .
• Re-image 700 new PCs and laptops to Windows 7 profile using in-house tools and PXE.
• Install new machines, configure printers, install specialized software and verify shared drives are mapped. Ensure user has positive migration experience.
• Supervise team and co-ordinate processes with Project Manager and Technical Consultant.

Confidential

Desktop Support Engineer

• Utilize Spiceworks and Sharepoint ticketing system to identify and resolve technical issues.
• Create PC images using Acronis. Upgrade Engineer workstations to Windows 7.
• Fully own Windows 7 computer desktop environments as it relates to company supported hardware, software and network connectivity.
• Develop computer deployment and management system using Powershell scripts and WMI.
• Evaluate, implement and follow up on user request for service of those devices.

Confidential

Desktop Analyst

• Evaluating user requests and coordinate workflow using BMC Remedy ticketing system.
• Manages the evaluation of hardware and software requests that support IT requirements
• Managing client escalations

Confidential

HP Printer Deployment Specialist Barrister Global Technologies

• Deploy 55 new 4345x MFP devices to its branches throughout Confidential
• De-installation of old device
• Installation/configuration/testing/training of new device
• Removal/disposal of old device.

Confidential

Lead Technican for Refresh Project

• Install and configure new PCs and image PCs as needed for each department
• Re-purpose old machines as upgrade to older models

Confidential

Lead Technician for Dual Monitor Project

• Install and configure dual monitors
• Collaborate with staff to assure customer satisfaction

Confidential

FIRST PHONE Lead Installer at multiple locations

• Install new phone racks in designated locations
• Provision MC75 and MPOS mobile phone units

Confidential

On-call Field Technican

• Service customer's PCs in home as needed
• Install, replace and configure hardware and network components
• Remove viruses, adware and spyware

Confidential

Vista Deployment Lead Technician

• Lead technician on upgrade of XP workstations to Vista.
• Performed Light Touch and Zero Touch installs with Vista Gold Migration Tool .
• Adapted process to minimize workflow interruption utilizing a single work area.

Confidential

PC Field Technician for Verizon

Repair PCs in offices and homes as needed to assure connectivity to Verizon DSL service

Confidential

MS Access/Excel/VBA Developer for Invitrogen/Life Technologies

• Design, program, test, implement, document and maintain applications.
• Gathers and evaluate end user requirements.
• Write and compile code, and construct Access database objects based on documented design.
• Identify and resolve programming and/or application architecture problems.

Confidential

Desktop Support Technician for Invitrogen/Life Technologies

• Provide day-to-day technical support to users for network, telecom and desktop.
• Troubleshoot desktop and workstations issues using BMC Remedy ticketing system.

Confidential

Field Installation Technician for AMTRAK

• Install updated hardware on client POS systems.
• Confer with IBM base engineers in support of new installation.

Confidential

Lead Deployment Technician for Social Security Administration

• Contract work to install 156 new workstations at SSA offices.
• Supervise operations and co-ordinate work flow.

Confidential

Technical Support Engineer

• Provide technical support to dial up customers.
• Field customer technical support requests for online services.
• Setup, configure and support user workstations for both hardware and software use.

Confidential

Internal Field Support Engineer

• Support field technicians in the installation and configuration of client systems.
• Serve as corporate liaison to client.

EMPLOYMENT HISTORY full time

Confidential

Head Computer Techie and Owner

Build and upgrade PC systems. Package and sell computer systems and service.

Respond to customer service requests for PC repair and maintenance.

Confidential

Micro Computer Decision Support Specialist

• Write Perl scripts to parse data files for import into data warehouse.
• Design, develop, and maintain extraction, transformation, and load ETL procedures using Sagent Design Studio
• Design, develop, and maintain multidimensional data analysis cubes and reports using Cognos Impromptu and PowerPlay Transformer.
• Construct and distribute daily production reports.

Confidential

IT Manager

• Support over 70 workstations for desk top, network, printer and telecom services.
• Create Crystal Reports, SQL, Perl and shell scripts as needed.
• Manage all IT projects including application integration, development and upgrades.
• Install and configure satellite LANs and integrate with remote data source.
• Maintain operations, systems and knowledge base documentation into a central repository.
• Recommend and purchase hardware and software.
• Manage company internet and intranet web sites for content, style and function.
• Create survey maps using MapInfo GIS software and Clarita and Confidential Census databases.

Confidential

Database Administrator

• Analyze, optimize, tune and administer Informix and MySQL RDMS on NT and Linux.
• Design databases using Erwin and Visio.
• Create database queries and web pages in JavaScript and PHP.
• Implement database backup, recovery procedures and optimization strategies.
• Provide technical support to customers using web services.

Confidential

Database Administrator

• Configure and administer databases Informix, MS SQL servers for 7,000 world-wide users.
• Co-operate with programmers to develop, test and install applications and enhancements.
• Implement and maintain replication services and High-Availability Data Replication HDR .
• Designed and implemented Informix user audit routine.
• Installed and configured Informix System Administrator ISA/OnWeb .
• Utilized MS SQL Trace and Performance Monitor to troubleshoot processes.

Confidential

Informix Level III Engineer

• Provided world class, technical support for a customer base of Fortune 500 companies.
• Supported all Informix products for all OS platforms including Windows, HP-UX and Solaris
• Products include: Online Dynamic Server 7.X and 6.X, Online 5.X and CLI, ISQL, ESQL/C, Informix Connect/Net and Informix Star.

Quality Administrator

• Manage, train and evaluate 15 Technical Support Specialists supporting Corel Word Perfect.
• Maintain call metrics and reports. Monitored agent calls. Evaluate and set service goals
• Build and maintain knowledge base.

Technical Support Specialist

• Provided technical support for Corel/Word Perfect, Disney, Compton's and IBM software.
• Resolved customer's technical problems within campaign talk times.
• Researched software problems and submitted solutions for knowledgebase.