SUMMARY

• Project Manager For Domain and Email Migrations.
• Desktop Support/Helpdesk Analyst with over 10 years of support experience.
• Ten Years of level one, two, and three desktop support experience.
• Ten years of level one, and two helpdesk support using various remote desktop tools over Lan and Wan networks.
• Ten years of providing professional support that includes monitoring network activity, imaging, moving desktops, laptops, printers, faxes and all computer related devices, Blackberry support, Iphone and droid handheld devices support.

Skills

• Software Desktop : MS Office 2003/2007/2010, Gotoassit, Changegear, LogMein Remote Desktop Adobe Acrobat, Avast , Avg, Ad-Aware, Malware Bytes, Super Anti Virus Mozilla Firefox, and Internet Explorer versions 5, 6, 7, 8, and 9, Trackit ticketing system ver. 3.0, OTRS open ticketing system, Sophos Anti Virus ver. 10.0,Trendmicro, Dameware, remote desktop Vnc Windows Remote Assist Cisco VPN Client, VPN connectivity issues.
• Software Enterprise : Microsoft Exchange Server 2003 R2 Edition, Microsoft Exchange Server 2007 and 2010 Symantec Anti-virus Corporate Edition, Trendmicro Corporate Edition.
• Hardware: DELL, Hewlett Packard, IBM, Cisco, desktops and Laptops, Blackberry's, Iphones, Android phones, Fax, Printers, Copiers, Scanners, Mice, HDDs, Poe Switches, external mini switches, Audio Visual
• Operating Systems: Windows 9x/ NT/ XP/Vista, Windows 7 Mac OS X 10 snow leopard
• Networking: DHCP, DNS, Tcp/Ip, Ping, LAN/WAN
• Cisco network Vpn
• Blackberry support, Iphone support, droid handheld devices support, remote access.

Technology Experience:

Helpdesk Support Analyst

Confidential

Helpdesk Support Analyst

Support over 3500 users on windows XP, Windows 7, Install, setup, inspect clean and test and update desktops, laptops, programs and hardware, domain migration converting users from two different domains to one main domain, email migrations.

• Project Manager email migration of two separate domains.
• Handle 20 user assistance request/per day for via inbound calls and LogMein remote sessions for printer, network, application issues, hardware etc.
• Draft Service desk SOP's, set up and configure pc's for up to 3 possible domains, for tech refreshes and project rollouts.
• Configure network printers with Static IP addresses, troubleshoot connectivity issues.
• Add blackberry users to BES with activation, Droid Iphone exchange email setup.
• Administrate unix and terminal server sessions, troubleshoot VPN, Network, and web-based application issues.
• Hardware repair and troubleshooting for desktops and laptops, Ghost imaging and data transfers for tech refresh rollouts.

Desktop Support Administrator

Support over 100 US users on Windows XP, Windows Vista, and Windows 7. Install, setup, inspect, clean, test, and update programs, and hardware, migration of users from Windows xp to Windows Vista, and Windows 7

• Troubleshoot all desktop within corporate offices, which includes Laptops, Xerox, Canon, Toshiba multi-function copiers, and network connection issues.
• Provide support for Blackberry devices as well as iphones and droid phones.
• Troubleshoot various issues with Microsoft office such as email connectivity, backing up and creating PST files
• Set up and maintain workstations, Laptops
• Create user accounts in Active Directory, reset passwords unlock accounts setup permissions, create email accounts using Microsoft Exchange server 2010.
• Setup email accounts on handheld devices, Iphones Blackberry's, and Android Phones.
• Map users to various shared network drives on multiple servers.
• Provide support for VPN Cisco system.
• Provide Remote Access support.

Desktop Support

Provide IT support via deskside or remotely for over 200 users, maintain computer-based systems. Resolve and track related issues using OTRS ticketing system.

• Support Windows XP, vista, and windows 7 platforms.
• Dell pcs and notebooks supported on a daily basis.
• Perform Remote Access assistance to Users via pcAnywhere, remote desktop, dameware, vnc, windows remote assistant to resolve issues.
• Setup and configure software on clients PCs using DameWare, remote desktop, vnc, and Pcanywhere.
• Provide support for all e-mail issues in Outlook 2003, 2007, 2010 and Exchange.
• Provide support for Blackberry devices as well as iphones and droid Handheld devices.
• Support LAN and WAN.

Sr Computer Technician

Provide help desk support for over 200 users in a medical environment. Resolve and track issues Trackit version 3.0 including software. Service and perform upgrades of desktops, laptops, printers, and other computer related hardware when needed.

• Install and configure Windows 2000, XP, and vista, and other desktop applications.
• Troubleshoot hardware, software, issues, in person or using VPN / LANDesk.
• Replace internal hardware components i.e., fans, heat sinks, memory, and optical drives.
• Establish and modify Active Directory user accounts in a Windows 2003 server environment.

Computer Operator

Performed nightly backups of an Ibm mainframe 4381 dos/vse environment run nightly reports which produced printouts of weekly numbers for total of patients that where admitted to hospital including and not limited to all other daily operations of hospital, provide helpdesk support for doctors, nurses and hospital administration.

• Perform nightly backups using 8mm tape drive, maintain and resolve issues with desktops and other computer related hardware.
• Perform Ipl of mainframe when needed.