Technical Hardware Skills:

• IBM Lenovo, HP Dell desktops laptops
• Apple/Mac iPads, iPhones iPods
• Apple/Mac iMac, Macbook Macbook Pro
• Windows Android based phones tablets
• Blackberry support
• Routers, servers switches
• Coaxial, Cat5, 5e 6 cables
• Installation of printer network cards
• Telecoms video conferencing
• VoIP phones Cisco, Avaya, Nortel
• Installation of drives, CPUs video cards
• Reading basic electronic schematics
• Soldering wires components to PC board
• Assembly of small microphones amplifiers
• Making cable tester boxes
• Setup cabling of A/V systems
• Setup of audio recording equipment
• Troubleshooting of set top boxes
• Troubleshooting HDTV issues

Technical Software Skills:

• Windows XP/Vista/7/8
• Mac OS 10.6/7/8/9 Mac iOS
• DOS
• MS Office 2003/2007/2010/2013
• MS Outlook and Exchange Mail
• Internet Explorer
• Adobe Acrobat
• Citrix support
• Remote Desktop Bomgar, VNC Viewer
• Active Directory Quest One Active Roles
• TCP/IP, WAN LAN management
• VPN configuration
• DHCP DNS
• Data migration, backup and restore
• PC remiaging and refreshes
• WiFi configuration encryption
• Antivirus, anti-spyware firewall application
• POS systems Micros Aloha
• Mac and PC hosted DAW software Protools, Cubase, Music Studio, Garage Band, Reason
• Social Media Linkedin, Facebook, Instagram, Twitter, YouTube Pinterest

Other Important Skills:

• Typing 60 WPM
• Inbound/Outbound call center experience
• Medical call center experience
• Retail sales experience
• Valid NYS driver's license
• Multitasking skills
• Problem analysis problem solving skills
• Organizational skills
• Adaptability

WORK EXPERIENCE:

PC Technician, Confidential

• Short computer refresh move project with Security Exchange Commission in NYC.
• Worked with a team of 9 technicians to move corporate computers, printers and peripherals in 350 rooms in 6 days in preparation for a same-building move.
• Performing quality assurance on rooms and taking inventory of items being disconnected for future reconnection
• Post-move Help Desk and technical support.

Help Desk Analyst, Confidential

• Worked with team of 5 IT help desk analysts, supporting 2500 users in all LLS chapters throughout the US and Canada.
• Responded to technical assistance requests, including the triage and escalation of tickets and calls to the proper departments.
• Utilized Web Help Desk ticketing system to track all user interactions and record summary of issue resolution.
• Conducted research through manuals, documentation files and other resources to resolve issues.
• Maintained inventory of IT assets including history of hardware failure, repair, installation and removal.
• Used Remote Desktop Connection, and Bomgar Representative Console Lenovo-Windows 7 computers and VNC Viewer Wyse Thin Client-Windows XP computers programs to provide remote support to end users.
• Managed, created and terminated user accounts, onboarding new users and modified passwords using Active Directory software, Quest One Active Roles.
• Troubleshooting issues in Citrix, including installation of Citrix receiver, and Citrix-based applications such as ADP, Insight, Society Central and Job Aid and Alterian Web Content Manager.
• Communicated with LLS employees and other IT staff using Cisco Jabber
• Assisted work from home end users, troubleshooting issues with VPN, security, Citrix Access Gateway and connectivity issues.
• Monitored network activity using Solar Winds Orion/Netmon website and Nagios XI NOC Page Operations Center website.
• Remote to chapter servers, running internal and external speed tests to troubleshoot web connectivity.

WORK EXPERIENCE Continued :

Field Installation Technician, Confidential

• Represented ASI as a contractor for their clients, the Department of Education and ITS International.
• Traveled to various NYC DOE schools to install Mac and PC systems including Lenovo and iMacs.
• Installation and configuration of Lexmark and HP printers, as well as activating Wi-Fi and Windows 7/XP.
• Worked alone, as well as in groups of 2-15 team members, installing 1-150 computers and printers in a day.
• Worked at ASI's warehouse in New Hyde Park, NY, configuring BIOS, packaging systems and doing inventory.

Traveling Onsite PC Technician, Confidential

Worked as a contractor for three of The Experts IT's clients Proctor Gamble, Akzo-Nobel and Pfizer representing HP tech support.

Proctor Gamble, Confidential

• Worked as Level Two Tech Support at Proctor Gamble's Beauty Center and satellite offices.
• Help desk consisted of two IT technicians supporting over 200 users in the building.
• Responded to tickets from the company's third party companies British Telecom BT and Frederic Fekkai Hair Salons.
• Resolved desktop and software failures.
• Management of user accounts via remote desktop on ABSolution file server and DameWare's active directory based account management software.
• Data Migration, PC refreshes and the installation, localization, move and change of supported equipment.
• Performed backup of user and system files essential to daily operations and disaster recovery.
• Conducted end user training on personal computer applications and network systems.
• Installation of the company's Windows XP based Standard Enterprise Workstation Platform SEWP on a regular basis.
• Performed installation activities required by a work request or ticket using HP Service Manager.
• Participated in network upgrades.
• Maintenance of Novell backup server and cable management via helpdesk tickets.
• Troubleshooting and configuration of network printers, mapping shared drives.

Akzo-Nobel, Confidential

• Large system rollout projects with Akzo-Nobel at Chicago and Puerto Rico sites.
• Worked at Chicago site with group of 4-5 team members to meet 5 week deadline in Chicago, deploying over 400 machines.
• Worked at Puerto Rico site with group of 3 team members to deploy 95 machines in 3 weeks.
• Documented and executed physical rollout activities and case management using HP's Service Center Deployment Manager SCDM .
• Tracked users and support needed using HP's Microsoft Excel based Application Matrix, and Refresh Plan.
• Data migration, refreshes, reimages, deployment and PC corporate builds.
• Complete Breakdown setup and configuration of systems to be deployed to the end user.
• Diagnosed, troubleshooted and repaired technical issues on desktops and laptops.
• Interacted effectively and professionally with clients and end users.

Pfizer, Confidential

• System rollout project at Pfizer's Learning Center in Rye Brook, New York and assisted with move at the NYC site.
• Worked with IT coordinator to deploy 20 machines in one week.
• Data migration, PC builds, refreshes reimages and deployment.
• Complete breakdown, setup and configuration of systems to be deployed to the end user.
• Diagnosed, troubleshooted, and repaired technical issues on desktops and laptops.
• Interacted effectively and professionally with clients and end users.
• Worked with lead IT tech and one other contractor to help with building move at Pfizer's NYC site.
• Complete setup and configuration of machines and troubleshooted technical issues.
• Setup of CISCO IP phones and conference stations.
• Installing local printers and mapping network printers using Pfizer's website, and using IP addresses.

PC Technician, Confidential

• Serviced computers through hardware replacements and upgrades of ram, hard drives and modems.
• Performed quality control measures on hard drives to ensure present and future stable performance.
• Installed the center's standard software Windows XP and various educational programs.
• Refurbished computers for resale and donations.

TRANSFERABLE WORK EXPERIENCE NOT RECENT :

Advanced Services Representative, Confidential

• Worked in call center, set up phone, cable and Internet services, troubleshooting technical issues.
• Handled billing inquiries, took payments, settled accounts and invoices, restored services as needed.
• Communicated with all departments including tech support, dispatch and retention

Billing/Product Service Specialist, Confidential

• Worked in call center, set up phone, cable and Internet services, troubleshooting technical issues.
• Handled billing inquiries, took payments, settled accounts and invoices, restored services as needed.
• Communicated with all departments including tech support, dispatch and retention.

Overnight Medical Operator, Confidential

• Call center environment, relayed vital information between clients and patients.
• Operated and maintained accounts in Infinity and Ibex systems to provide proper assistance.
• High call volume 200 calls a day .

Reservation Agent, Confidential

• Booked hotels for clients who are attending conventions using data entry skills at call center.
• Handled heavy volume of incoming faxes and e-mails.
• Answered up to 250 incoming calls per day.

Phone Order ClerkConfidential

• Coordinated customer food orders via telephone and entered information into computer databases.
• Answered 200 calls a day at the call center, attended to customer inquiries and resolved problems.
• Maintained catering accounts using Seamless Web internet system.