TECHNICAL QUALIFICATIONS

Operating Systems support includes: Windows 95, 98, 2000, XP, Vista, 7, 8 MAC OS X Snow Leopard, Lion, Mountain Lion, iOS 7, Windows Phone 7, 8

Software Applications:

Microsoft Office Word, Excel, Power Point, Outlook , Adobe Professional, Macromedia Flash, Siebel CRM Systems

Databases:

SAP, Oracle, Active Directory, Microsoft Access, SharePoint, IBM Lotus Notes

Networks and Protocols:

LAN/WAN, TCP/IP, Cisco Systems VPN Client, PPPoE Networking for DSL, Ethernet, HTML, FTP, Firewalls, Proxy Manger, SMS, VOIP

Hardware:

Avaya Business Phone Systems, Windows tablets, iPad, HP laptop, HP docking stations, Monitors, Projectors, Windows Phone, iPhone, Blackberry, Cisco switches hubs and routers. Desktop assembly and repairs

Confidential

IT Service Help Desk Analyst

• Provide a combination of telephone, remote and e-mail support for millions of clients on the Regional Service Desk for the Munich Re companies in the Americas
• Provide multiple OS support in a heterogeneous environment including Mac OS, Android OS, Windows XP, Windows Vista and Windows 7
• Provide WiFi support and Email Exchange server support for remote Field Insurance Inspectors for Both Nuclear and Industrial facilities
• Assist with support and functionality of HSB's VPN connectivity and configuration, utilizing Cisco VPN AnyConnect Juniper Networks NetConnect
• Manage multiple user accounts' unique identities via Active Directory as well as Proprietary company Identity management applications
• Perform triage and tracking of reporting problems, and resolve 1st and 2nd tier incidents
• Perform PC software deployments accurately for Munich Re companies within the Americas
• Provide Outlook, Mac Mail E-Mail and IBM Lotus Notes Database Administration and Windows Live Meeting conferencing management
• Train and develop new and existing employees in specialized area of Email processing and management as a Subject Matter Expert

Confidential

Level 2 Technical Analyst

• Provided a combination of telephone and remote support for millions of clients
• Provided multiple OS support in a heterogeneous environment including Mac OS, Windows XP, Windows Vista and Windows 7 as a level 2 technical analyst
• Provided WiFi support and Email Exchange server support
• Assisted with support and functionality of Cablevision's internet connectivity and router configuration, this resulted in efficient network problem solving and increased end user productivity
• Helped manage multiple user and Business class accounts' unique identities for managing VoIP features and call detail records
• Managed Business class static IP address assignment and DNS resolutions
• Help Desk Ticket Management using Remedy
• Manage multiple user accounts' unique identities for access to intranet sites
• Provided Network Administration for routers and switches
• Outlook, Windows Live Mail, Mac Mail E-Mail Account Administration

Confidential

IT Helpdesk Analyst

• Provide a combination of telephone and remote support as part of a team for 3000 BI sales force external clients working remotely in the field
• Provided multiple OS support for Windows XP and Windows Vista
• Provided WiFi support and Email Exchange server support
• Hardware Support including laptop repairs and HDD replacement
• Utilized Cisco VPN for remote access
• Maintain functionality of VPN client connectivity and proxy configuration
• Manage multiple user accounts' unique identities for access to intranet sites
• Help Desk Ticket Management using Magic
• Train and develop new and existing employees in more efficient network problem solving
• Support field and office based regional managers' VPN, intranet and internet connectivity
• Network Administration
• Support resource applications and company based assets for training and development modules
• Support proprietary programs to allow clients to track pharmaceutical disbursement data
• Published Technical Documentation for use in Boehringer-Ingelheim KNOVA database
• Outlook 2007 E-Mail Account Administration
• Microsoft Office 2007 application support Word, Excel, Power Point, Outlook

Confidential

IT Helpdesk Analyst

• Software Support
• Hardware Support
• Provide day to day level one Support as part of a team for 22000 Subway Franchise owners including overseas locations
• Support the Doctor's Associates company strategy on the following platforms: Windows XP, 2000, 95
• Test functionality of company's move to online ordering during its creation and implementation
• System rollouts including Discount Marketing promotions
• New PC Installations and troubleshooting for onsite locations
• Support Netifice satellite broadband internet and VPN intranet connectivity
• POS software Upgrade Team 22000 Installations
• Installed and configured POS software created by Subway for franchise
• Troubleshoot network and Satellite network access problems
• MICROS Systems printer installations, troubleshooting and support
• Responsible for testing and software installation for all end-user desktop POS systems including Windows 95, 98, 2000 and XP
• Network Administration
• Help Desk Ticket Management
• Configured remote dial-up software for network and Home Office connectivity

SUMMARY OF QUALIFICATIONS

• Exceptional academic record Achieved 3.75 GPA and Dean's List for 3 semesters
• Outstanding experience includes over 11 years as an IT Service Desk Analyst
• Proficient in numerous software applications, operating systems, networks and protocols and databases
• Adept at analyzing and resolving malfunctions, utilizing outstanding communication and technical skills to ensure optimal systems performance and minimization of downtime