WORK EXPERIENCE:

Confidential

TITLE: Service Desk Support Specialist

DUTIES: The Office of Attorney General OAG maintains a network which spans 20 locations across the State of New York network consists of more than 150 Windows and Unix providing services to 2,000 staff as well as the citizens of New York State the organization has over 2,000 networked workstations statewide. This position is assigned to the Call Center team of Client Services section provide technical support for network users.

Confidential

TITLE: Window 7 Deployment Technician Contract Position

• DUTIES: I migrated 200 workstations from Window XP Pro to Windows 7 Enterprise. I modified Windows 7 builds and added them to the SCCM collections. I created builds for the workstations in CT Builds and deployed the image to the workstation via SCCM automation or manually from USB drive.
• I backed up users data to the network and restored it to their local User account once the migration was complete. I reinstalled software from the Software Catalog of packaged applications and from other media. I reinstalled the network and local printers, configured Outlook and MS Lync. I observed as user tested all applications, desktop shortcuts and IE8 favorites and responded to any questions or issues.

Confidential

TITLE: Deskside Support Windows 7 Deployment Technician Contract Position

• DUTIES: Receive and respond to issues via Control Central ticketing system, phone and user shoulder taps. Provide support to troubleshoot and resolve the majority of issues with the user over the phone and by remotely connecting to the user's workstation using Desktop Sharing feature in MS Communicator OCR . Provide deskside support for more advanced hardware and software break/fix issues.
• Used SCCM to imaged and deploy up to 2500 workstations as part of an enterprise wide Windows XP to Windows 7 OS platform migration and hardware refresh project. Migrated end user data to new workstation and tested all applications and accesses. Mapped network drives, installed printer drivers and profile specific software and configurations. Migrated users to the Sabic.com domain and verified. Provide end-user training on Windows 7 OS and MS Office 2010 navigation and functionality and responded to any compatibility issues. Provide daily deployment and issue reports and updates. Used LCAM to manage and track all inventory through the refresh project.

Confidential

TITLE: IT Specialist

• DUTIES: Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers' needs.
• Desk Side Break fix. Provide support of a Citrix environment, including troubleshooting profile issues. Able to configure Wyse Terminals and profiles. Software Microsoft Suite, Familiarity in working in and supporting an industrial production environment. Ability to provide smart hands support to the network, security and server teams. Intermediate understanding of network hardware, such as servers, routers, switches, Confidential equipment and wireless devices.

Confidential

TITLE: Field Technician Senior Contract Position

DUTIES: Provided Level II managed desktop break/fix, IMAC and computer refresh support for St. Mary's Hospital and 14 Seton Health offsite facilities. Managed desktop security patching and software updates. Created and managed Windows XP and Windows 7 OS platform computer images. Configured and installed network printers. Managed incident and change request tickets in USD. Created and maintained several technical and knowledge-base documents. Provided administrative support for the following systems: Active Directory, Meditech, Kronos, NetAccess, and Cisco VPN List is not exhaustive .

Confidential

TITLE: NPI Crosswalk Analyst Contract Position

DUTIES: Provide implementation and utilization support of the National Provider Information NPI Crosswalk utility to Sage Software customers using legacy EDI software, to ensure compliance with federal NPI regulations for EDI health care billing.

Confidential

TITLE: Senior Service Desk Analyst

DUTIES: The Help Desk Coordinator position was renamed to Senior Service Desk Lead Analyst when the Help Desk adapted the ITIL Service Desk model. The primary duties were all inclusive in the new position, but grew to include Coordinate efforts with IT unit managers and assist with the development and implementation of the Incident management, Change Control, Problem and Asset Management program modules in Remedy and produce transitional training documentation and operating procedures for the Service Desk transition. Provide baseline technical and process training to transition the Help Desk staff.

TITLE: Help Desk Coordinator

DUTIES: Daily supervision of the Service Desk staff. I managed the Remedy ticketing system and Symposium phone queues and monitored them for Help Desk SLA's and service quality standards. I produced technical, knowledge base and training documentation. I updated training material and provided end-user and Help Desk staff with technical, process and information systems training. I produced scheduled and ad-hoc performance, trending and analytical reports. I continually reviewed, automated and revised Help Desk processes to increase productivity and efficiency. Help Desk project lead several on IT projects and initiatives.

TITLE: Help Desk Analyst

• SKILLS DUTIES: Lists are not exhaustive
• Break-Fix and IMAC support of the following software and hardware:
• Software: Windows OS 98, 2000, XP Pro Vista MS Office 2000-2003 Citrix MetaFrame Facets MeDecision Macess Symposium Thick Client Cisco Nortel VPN Client VNC Remedy Visual Cactus MS Outlook Ghost Client Lawson Crystal Analysis Adobe Acrobat Distiller PCAnywhere Novell Client McAfee Total Create and install Ghost desktop images Ghost server Troubleshoot network, Internet, Citrix, PCAnywhere, VPN, Dialup and wireless connectivity issues Security patch management.
• Hardware: Desktop PC Laptop Port Replicator PDA Smart Phones Laserjet, inkjet barcode printers Wireless devices Network Modem cards, PDA, routers, peripherals

Account Administration for the following systems:

• Novell Netware ConsoleOne Windows NT UserManager Windows AD Active Directory MS Exchange 2000 - 2007 Citrix MetaFrame Facets/Sybase MeDecision Macess Imax Entrendex Symposium Cisco VPN Dialup.
• Call Center Phone Support and Customer Service:
• Used ACD phone system to provide phone support and customer service for all systems, software and hardware devises listed above to all MVP employees, participating providers, members and business partners. Supervised ACD Symposium phone call center and phone queue.
• AWARDS: Computer Sciences Corporation CSC Recognizing Excellence Award: March 2010 Which recognizes significant employee achievements and contributions to CSC's business success.
• US Navy Green C Communications Excellence Award: Reflecting outstanding work in the electronic radio communications field while aboard the USS Ranger CV-61 during the 83/84 deployment to the west-pacific.