PROFESSIONAL EXPERIENCE

Confidential

Application Production Support Engineer

Responsibilities:

• Responsible for the day - to-day maintenance of the application systems in operation
• Responsible for identifying and troubleshooting application issues
• Responsible for receiving and reviewing production requests and assisting in production control
• Responsible for preparing and maintaining schedules for recurring production runs
• Responsible for producing written instructional guidelines for support personnel for production runs
• Responsible for incident management logging, prioritizing and resolving incidents and tracking them against various SLAs
• Responsible for resolving recurring incidents permanently, and implementing preventative action items
• Responsible for monitoring system availability and taking corrective actions proactively

Confidential

Support Tech

Responsibilities:

• Responsible for supporting Active Directory accounts
• Responsible for support of SharePoint
• Responsible for support of Workday
• Responsible for support of MS SCCM
• Responsible for support of MS Endpoint Manager
• Responsible for support of Avaya phone agent
• Responsible for support of Cisco VPN
• Responsible for support of Facets claims software
• Responsible for support of Advocate Desktop claims software
• Responsible for support of MS Office
• Responsible for support of MS Teams
• Responsible for support of IE, Chrome, Edge and Firefox
• Support tool MS Endpoint Configuration Manager
• Remote assistance software remote desktop and MSRA
• Responsible for support of Ultera IPD and various other software packages
• Responsible for support of Onedrive and Onenote

Confidential, Media, PA

Desktop Support/ Telecom Support Tech

Responsibilities:

• Responsible for supporting Audio/ Visual equipment
• Responsible for supporting Active Directory accounts
• Responsible for server support replacing, upgrading, patching
• Responsible for server LAN operating systems, applications and server hardware
• Responsible for using MS Intune MDM to add mobile devices to the network
• Responsible for travel to various locations in Southeastern PA and NJ
• Responsible for support of desktop and laptop computers
• Responsible for onsite connectivity issues as well as remote
• Responsible for support of all applications including MS Office Suite
• Responsible for support of canon networked printers
• Responsible for re-imaging Win 7 computers to Win 10
• Responsible for managing ticket cue and other assigned tasked with limited supervision
• Responsible for supporting voip phones

Confidential, Philadelphia, PA

Desktop Support Tech

Responsibilities:

• Responsible for supporting Audio/ Visual equipment
• Responsible for support of Win Autopilot
• Responsible for supporting hardware and software issues
• Responsible for support of desktop and laptop computers
• Responsible for support of various Insurance based applications
• Responsible for desktop support as well as remote support
• Responsible for support of MS Office Suite
• Responsible for onsite and remote support of connectivity issues

Confidential, Lakewood, NJ

Desktop Support

Responsibilities:

• Responsible for working on a Win 7 to Win10 rollout
• Responsible for backing user’s data
• Responsible for re-imaging computers from Win 7 to Win 10
• Responsible for placing backed up data onto newly imaged PC
• Responsible for configuring Outlook 365 mail account
• Responsible for adding new networked printers to user’s PC

Confidential, Philadelphia, PA

Level III Help Desk Support

Responsibilities:

• Responsible for supporting Win 10 upgrade
• Responsible for supporting migration from Win 7 to Win 10
• Responsible for support of Win 10 related question
• Responsible for phone support of network connectivity
• Responsible for support of MS office 2016/Outlook
• Responsible for support of remote access connectivity issues
• Responsible for support of various software packages
• Responsible for support of remote software installations
• Responsible for support of hardware components

Confidential, Atlantic City, NJ

Desktop Support

Responsibilities:

• Responsible for deploying laptop, desktop and thin client computers
• Responsible for installing all specific departmental software for each new PC
• Responsible for testing all installed software to make sure it works correctly
• Responsible for creating admin password and adding an administrator group
• Responsible for backing up the end user’s data via Windows easy transfer
• Responsible for restoring end users backed up data via Windows easy transfer
• Responsible for configuring end users mail client on new PC
• Responsible for level I and II support during PC refresh

Confidential, Philadelphia, PA

Windows 10 Migration Support

Responsibilities:

• Responsible for receiving user’s laptops and logging into the laptop with LAPS
• Responsible for backing up end user’s data with USMT migration tool
• Responsible for removing users old hard drive and replacing it with a new drive
• Responsible for accessing the bios of the laptop and changing its settings
• Responsible for clearing and preparing the TPM laptop settings
• Responsible for generating bit locker encryption password to enter into laptop
• Responsible for using DSS start as part of the hard drive encryption process
• Responsible for pre-building some of the hard drives with SCCM
• Responsible for restoring user’s data via USMT process
• Responsible for giving the users an overview of their new Wins 10 OS
• Responsible for preparing loaner laptops for users
• All task and request managed and closed via Service Now

Confidential, Philadelphia, PA

Desktop Support Analyst Level 2/3

Responsibilities:

• Responsible for supporting Audio/ Visual equipment
• Responsible receiving calls and going to the user’s desktop to resolve issues
• Responsible for troubleshooting desktop and laptop computers
• Resolved remote end user issue via Remote Desktop
• Traveled to Satellite offices for technical support
• Supported mobile devices iPhone, Android phones and iPad
• Responsible for supporting Lawyers with conference calls
• Responsible for supporting VPN connectivity issues
• Supported MS Office including MS Outlook
• Responsible laptop and desktop reimaging
• Responsible for new hire setups
• Supported Wi-Fi connectivity issues
• Responsible for unlocking accounts via Active Directory
• Supported in house applications Imanage, Worksite and other applications
• Worked with outside vendors regarding software and hardware support
• Responsible for inventory and shipping of computers and components

Confidential, Philadelphia, PA

Desktop Support Level 2/3

Responsibilities:

• Responsible for installing new critical care network printers
• Responsible for troubleshooting desktop and laptop computers
• Responsible for resolving issues using virtual desktop to remote into computers
• Responsible for using active directory to create users and disable user accounts
• Computer break fix HP/Dell hardware
• Responsible for supporting all MS Office applications including Office 365
• Responsible for installing Epic software suite
• Responsible for configuring and deploying Mac desktop and laptop computers
• Also responsible for upgrading the OS and installing software
• Responsible for some project management, going out to a location scoping it out
• Responsible for training new techs according to Jefferson’s procedures

Confidential, Wilmington DE

Desktop Engineer Level 2/3

Responsibilities:

• Responsible for installing network printers having them added to the network
• Responsible for coordinating with floor managers and installing new computers
• Coordinated, managed and installed images on computers via MS SCCM
• Coordinated, managed and installed applications via SCCM Salt
• Managed the process of end user data from old computer onto the network
• Managed end users’ data retrieval from the network
• Supported Confidential in house software Sassy (financial application)
• Coordinated, managed and installed end user’s laptop/desktop PC
• Managed, coordinated and supported MS Outlook
• Managed, end users’ over from old ING Direct domain to Confidential domain
• Supported end users Mobile Outlook account
• Managed, the tracing of end user’s data connection via the network closet
• Coordinated, managed assured end users are on the correct VLAN

Confidential, Philadelphia, PA

System Analyst

Responsibilities:

• Responsible for supporting Audio/ Visual equipment
• Responsible for server support replacing, upgrading, patching
• Responsible for server LAN operating systems, applications and server hardware
• Responsible for working with vendor IBM to keep servers up and running
• Responsible for installing new network printers
• Coordinated several projects consisting of installing Radiological equipment
• Project lead for ImageNow software/printer scanner program coordinated,
• Responsible for maintaining the integrity of the PACS System
• First level support for network issues escalated network issues
• Supported the Radiologist as well as the X-ray Techs and management
• Provided desktop support for hardware/software and network issues
• Taught a class to over 2000 Medical personal in regards to Philips Isite
• Successfully participated in several upgrades, rollouts and installs
• Documented network connectivity, Software and hardware issues
• Tested, installed and supported over 25 different applications
• Responsible for installing Epic software suite
• Responsible for inputting patient’s records into Epic
• I also created appointments in Epic per management guidelines

Confidential, Philadelphia, PA

Desktop Support Level 3

Responsibilities:

• Responsible for installing new network printers
• Responsible for installing images on computers/Ghosting
• Responsible for maintaining active directory accounts
• Responsible for maintaining inventory levels
• PC and laptop installation and support
• Hardware /Software installation, upgrades and support
• Supported all departments at Penn and some satellite sites
• Installed and supported Talk Radiology dictation software
• Tested, installed and supported Epic while at Penn
• Tested, installed and supported HP LaserJet networked printers