Summary of Qualifications

• Solutions-focused professional with 10 years experience providing rapid and client-focused resolutions to 200 users. Demonstrates a capacity to identify root causes of issues for lasting resolutions. Adept at articulating complex technical concepts to customers of varying technical understanding. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly.
• Proficient with Microsoft Word, Excel, Powerpoint in addition to various other Microsoft applications.

Professional Experience

Confidential

Problem/Incident Manager

Key Contributions:

• Review daily incident and change RFCs report identify any major and / or re-occurring incidents / problems.
• Analyze cases to identify new or existing problems
• Track and follow up on problems as needed
• Conduct weekly meetings with the Technical Review Board TRB and tower managers/leads to review and discuss the contents of the problem management database
• Review open incidents throughout the work day
• Drive RCA delivery process to completion
• Obtain RCA from RCA owner and submit to appropriate TRB member for approval
• Proofread RCAs prior to submitting to Client Delivery Manager CDM
• Ensure timely delivery of RCA to the designated Client Delivery Manager
• Detect and manage problem trend analysis
• Work in concert with the TSC tower managers/leads and the TRB to deliver problem management solutions
• Provide management oversight for the Technical Report Writer, the Sev1 process, and the Problem Management Process

Confidential

IT Support Specialist

Key Contributions:

• Desktop engineer supporting PPG's 9 health centers and corporate administrative offices, including the CEO, throughout NJ utilizing Windows XP and Windows 7 32 and 64
• Supported EMR database used in the health centers by updating pricing, researching problems and installing updates
• Traveled to all health centers to perform updates, training and general support
• Diagnosed and troubleshot all LAN/WAN connectivity Issues
• Supported all Microsoft Office 2007 and 2010 related issues
• Utilized Sherpa to document all tasks and projects

Confidential

PC/LAN Analyst

Key Contributions:

• Increased departmental efficiency by automating monthly reporting tasks
• Performed on-site analysis, diagnosis, and resolution of desktop and server problems for end-users, recommend and implemented corrective solutions, and support for remote clients.
• Provided all telecommunications support via Cisco unity express
• Constructed, installed, and tested customized configurations based on various platforms and operating systems
• Aided in support of business continuity and disaster recovery plans
• Worked with third-party support to resolve issues
• Installed, configure, test, maintain and troubleshoot Windows related hardware and software
• Administered and maintained customer accounts, permissions, and access rights
• Performed system backups and recovery via San with Veritas
• Maintained and supported wireless devices
• Assisted with the development of IT budgets

Confidential

Senior Desk side Support

Key Contributions:

• Furnished network administration including password resets, group memberships and domain trusts
• Packaged all past jobs past tense deployment utilizing SMS now SCCM
• Senior Support for all desk side issues
• Provide desktop support to 450 Windows XP laptops and workstations
• Troubleshoot VPN issues utilizing Cisco and Secure IT
• Deployment of all devices to new users or replacement equipment to current users
• Document all work through Clarify ticketing system

Confidential

Senior Executive Support

Key Contributions:

• Excelled within a fast-paced environment, continually taking on increased levels of responsibility
• Primary Support for Morris Plains J J executives VP's and Directors and assistants
• Troubleshoot VPN issues utilizing Nortel VPN and certificates via token
• Senior Support for all desk side issues
• Provide deskside support to 1800 Windows 2000 and Windows XP laptops and workstations
• Troubleshoot VPN issues utilizing Cisco and Secure IT
• Document all work through Remedy and ITSM ticketing systems

Confidential

IT Site Administrator

Key Contributions:

• Implemented WSUS deployment server with group policies in Active Directory
• Administrator of enterprise manager for Blackberry and main support for all company Blackberry's
• IT Support/server hardware support/Companywide upgrades
• Maintained all servers/backups/critical patches/Citrix farm in Wharton
• Diagnose and troubleshoot all LAN/WAN connectivity issues
• Desktop engineer support supporting Tilcon's users throughout NJ's 14 different offices
• Create all user accounts, shares, print queues, and memberships in Active Directory and servers
• Acquired specialized training in configuring and maintaining Cisco Switches

Confidential

PC Support Site Supervisor

Key Contributions:

• Manage 24/7 site based staffing of 4 members
• Manage 24/7 response to critical issues and emergencies to ensure availability of mission critical systems
• Increased staff efficiency to meet and exceed 25 hour and same day SLA's
• Participate in bi-monthly meetings with St. Management to review performance and ensure efficiency of daily operations are being met
• Responsible for all site-specific personnel issues including bi-yearly reviews and staff schedules
• Effectively address desktop and network performance issues through close coordination with senior technical staff
• Responsible for user administration, print environment in Microsoft NT/2000 Active Directory and Novell NDS/Edirectory for user community of approximately 480
• Maximize existing hardware and software by implementing scheduled maintenance of all critical computer systems in include cleaning and adherence to corporate software standards
• Manage all project and system implementations including equipment installations

Confidential

PC Support Level III

Key Contributions:

• Backup Lead Pcsupport technician
• Responsible for creating user accounts, shared drives and print queues in Microsoft NT and Novell
• Diagnose and troubleshoot all LAN/WAN connectivity issues
• Provide deskside support to 2200 Windows 2000 and Windows 95 workstations
• Responsible for companywide computer purchasing and RMA issues
• Acquired specialized training in configuring and maintaining Cisco switches