Summary

A senior level Helpdesk Analyst with experience supporting large end user bases 1000 primarily though phone support and email problem notifications and reporting. Superior customer relations skills, both in initial requests and in following up on problem tickets. Ability to multitask successfully without sacrificing the responsibilities to my primary duties. I believe in working within a team oriented atmosphere, working together to help solve issues as fast as possible. Ability to take the lead on projects with follow through to completion. Having used various tracking applications Service Desk/ Vantive/ Magic and MS Access , am aware of the importance of documenting all issues as they come in both for statistical reasons and for more importantly, the ability to keep the clients informed on status with their issues.

Professional Experience

Confidential

Win 7 Migration/ Level 2 support

• Windows 7 Migration- ELS support system Team for day 1 Emergency Life Support
• Level 2 Service Desk
• Hardware/ Software troubleshooting
• Software installs
• Chassis Swap
• Network printer installation
• Office 2010
• Light Blackberry support
• Light FileSite/ Work Compare support/ Install
• Multi- monitor Setup and configuration
• Ultramon
• New printer set up and installation
• Deployment of new Windows 7 machines
• Bloomberg keyboard replace/ software update installs
• Avaya Telephone support

Confidential

NGD desktop project

• Next Generation Desktop Windows 7 roll out project for approximately 45,000 machines.
• Imaged Lenovo Desktops and Laptops along with HP desktop machines according to Lines of Business L.O.B.
• Ran system diagnosis on recycled machines to determine if they were qualified to be used in the project.
• If the machines were candidates to be used- removed same from Active Directory, SCCM MS System Center and MDT MS Deployment Toolkit so they could be correctly re- imaged.
• Performed initial Q.A. after image process completed to determine if the OS and software installation succeeded before transferring the machine to the software/ customization department.
• Technician training of processes

Confidential

IPAD provisioning project

• Provided support for provisioning of iPads including but not limited to configuration, installation of applications and media, backup/restore and trouble shooting of iOS devices
• Installed the latest release of Apple's iOS 5.1.1 , approved and internal applications and media as well as working with users to backup and restore personal data.

Confidential

Confidential. End user support of internal, regional and field offices and employees.

• Utilized SysAid ticket management system for accurate trouble reports and histories.
• Windows 7 rollout utilizing imaging software Beramundi.
• Lotus Notes 8.5 support
• Office 2012
• Trend Micro antivirus software
• Active Directory

Corcystems.

• Small Business IT Solutions Management Confidential Supporting all aspects of client infrastructures, ranging for server management, end user support, imaging of pcs.
• Utilized Connectwise ticket management system for accurate client trouble reports and prioritizing issues.
• Datto server backup management system monitoring.
• LabTech monitoring systems testing team
• Vipre Antivirus deployment client and management console
• Phone support with occasional field work
• PC/ Laptop imaging

Confidential

Helpdesk/ Deskside Support

• Support for a multi-national law firm with an end user base in the EU, Asia and the United States.
• Supported document comparison software such as FileSite, Work Compare and MS Office 2003
• Outlook 2003
• Citrix
• Blackberry mobile phone support
• Big Hand dictation software and hardware
• Postini email spam filtering
• Provided telephone and desk side support

Confidential

High Tech HIPA ePHI Protection Team

• Interfaced with end users identifying and stamping machines to the network.
• Installing and configuring PGP 10 encryption software, Tivoli Back Up systems.
• Moving ePHI data to secure external HDD Outbacker when required
• Provided users with Iron Key USB thumb drives if their position required the use of them and also training on how to use the devices.
• Initiated and instructed Smart Phone security policies with the users of both iPhone and Blackberry devices.
• Disk imaging utilizing DAD Dell Automated Desktop systems
• Desktop/ Laptop deployment
• Windows 7 installation

Confidential

• Retail distributor and sales of high end fine jewelry. Operating and maintaining sales locations within department stores such as Lord and Taylor, Macys, Bloomingdales and Bailey Banks Biddle.
• Account access control E-form design and implementation
• Telephone support Dell warrantee repair certification
• Active Directory Systems account management
• MS Office 2000/ 2003 Service Desk Tracking System
• Remote Access Tools Anti Spam Gateway Mail Frontier
• Windows 98/ 2000/ XP Professional

Helpdesk Analyst

• Provide support to nationwide sales locations also including corporate offices. Work with team members to diagnose and resolve hardware and software issues. Performed beyond traditional Helpdesk analyst duties in order to improve overall IT Department performance and results.
• Designed and oversaw the implementation of the Finlay Fact Form employee movement system resulting in more accurate and up to date systems account monitoring and management.
• Worked with auditors to provide documentation to ensure compliance of the Fact Form system.
• Attained Dell Warrantee Parts certification in conjunction with the shift from IBM computers in order to support our warrantee program with Dell Computers.
• Provided telephone support to nationwide local stores and corporate offices to troubleshoot hardware and software issues.
• Utilized various remote access tools PCA/ VNC and Teamviewer to improve success rate of remote troubleshooting process.
• Coordinated with the company's Postmaster in the creation/ disabling and modification of Active Directory accounts.
• Directly managed system access requests for Retek Data Warehouse, Lawson and other in house systems.
• Created MS outlook e- forms for various functions within the company resulting in simplified stock ordering and cost management.
• Working to design a web based version of the Finlay Fact Form to further streamline and simplify the process and to make more accurate.
• Made use of Service Desk 5.5 to record and maintain records of incoming technical related issues.
• Administered Anti Spam gateway add on to MS Exchange Server for the filtering and monitoring of spam resulting in the increase of bandwidth availability on the LAN
• Worked with end user issues regarding MS Outlook 2000/ 2003 ranging from connectivity problems to rebuilding corrupted profiles thus keeping lines of communication open.
• User ID/ password resets.
• Monitored software licensing.
• Novell Netware experience.

Confidential

Provided services for several contracting firms listed below as my entry into the technology field with a wide range of duties ranging from Windows 2000 migration to Helpdesk to Deskside support.