Qualification Summary:

Results-driven IT Professional with extensive experience in the support of information systems. A confidant decision maker and an effective problem solver with excellent relationship building skills, and ability to work independently or as an integral part of a team

Technical Expertise:

Hardware: Routers/Switches, Firewalls, desktops laptops: IBM, Dell, HP and Compaq, HP Printers Scanners, Modem Installation Troubleshooting, Ethernet Adapters, CD-ROM, Zip Drives, etc.

HD and Operation Apps: Active Directory AD , Exchange Management Console EMC , Library Maintenance OpenText eDocs DM , BlackBerry Administration Service for access to the BlackBerry Enterprise Service BES , Citrix Management Console CMC , Postini, Mimecast, TouchPaper, Heat, Track-It, Global Call Tracking, Supportworks, MaaS360 and MobileIron for BYOD

DMS: OpenText eDocs DM, Autonomy iManage, Interwoven FileSite, Worldox

Software: MS Word 2010 Excel 2010, PowerPoint 2010, Outlook 2010, Publisher 2010, Visio 2010, Project 2003, PayneGroup Forms Assistant Numbering Assistant, SoftWise Innova, DocsCorp pdfDocs compareDocs, WorkShare DeltaView Professional, Adobe Acrobat Professional Acrobat Standard, IBM Lotus Notes 8.5.2, FrameMaker 5.5, FileMaker Pro 4.1, QuickBooks Pro 4.0, MYOB 7.0, Timeslips 2007, Lacerte Tax 2007, WordPerfect 6.0

Operating System: Windows NT Workstation 4.0 , Windows NT Server 4.0, Windows 2000, Windows XP, Windows Server 2003, Windows 98, Windows '98 SE, Windows ME, Novell Netware 4, Windows 3.1, MAC OS, Windows Vista, Windows 7, Windows 8

Experience:

Confidential

Helpdesk Analyst

• Provide high quality, responsive, 1st level customer support to business groups within the firm ensure customers are kept informed of problem status
• Troubleshoot hardware, operating system, network connectivity including remote access, SIG's mobile messaging platform as well as virtual and video conferencing , and MS Office and SIG application issues escalate issues to appropriate technology teams
• Utilize ticketing system to create tickets and track issues that arise liaise with other technology teams to redirect tickets where applicable
• Assist team members with after-hours support of off-production issues and issues that are escalated from regional and international offices
• Maintain knowledge by learning new office automation products and technologies to an advanced user level
• Actively engage in the accomplishment of departmental and/or SIG quality initiatives, including user community education
• Support Remote Desktop Citrix Receiver along with office 2007 , 2010.

Confidential

Lead Technical Analyst

• Cover the helpdesk taking/handling calls
• Support Windows XP client and server
• Troubleshoot problems that arise with the usage of Department hardware and software on our network.
• Assist customers with Lotus Notes version 6.X with questions/problems.
• Assist customers with any of the department supported PC software
• Support remote access with VPN and encryption
• Assist customers with Microsoft Office 2003 with questions and problems Word, Excel, PowerPoint Access
• Enter call tracking information into Help Desk Tracking System
• Prepare and manage images for various models of PCs
• Install a variety of off-the-shelf software on PC'S
• Clone PCS for Department distribution
• Translate the needs of the Department staff customer into technical solutions as needed
• Assist in the distribution of PCs, peripherals, software to Department employees and any transferring of data/configurations from old to new equipment/ software
• Apply software updates to PCs as requested for both new functionality and information security
• Use good customer service and communication techniques when dealing with Department staff

Confidential

Helpdesk Analyst/Desktop Support

• Responsible for providing phone and email support for the following technology issues: Desktop Hardware, Software, application issues, Remote access, Account administration and printing
• Phone support to two thousand user's for a day time shift site - inquiries regarding computer software and hardware operation to resolve problems on a CITRIX environment locally and remotely.
• Manage Customer Expectations by acknowledging their issues, providing ETA and working through resolution.
• Supported Operating System Windows 7 Office 2010 Word, Excel, Access PowerPoint , IMANAGE Desksite Mailsite

Confidential

Helpdesk Analyst/Desktop Support

• Phone support to three thousand user's for a 24 7 site - inquiries regarding computer software and hardware operation to resolve problems on a CITRIX environment locally and remotely.
• Apply troubleshooting and system analysis techniques and procedures to determine hardware, software and systems functional problems for support to user in DeskSite, Outlook, IMANAGE MailSite, MS office 2007, Internet Explorer, Blackberry,
• Partake in office automation feasibility studies, including workflow analysis
• Confer with users, peers and management to establish requirements for new systems or modifications
• Read technical manuals, confer with users and conduct computer diagnostics to investigate and resolve problems and provide technical assistance and support
• Hardware image testing and Software image testing , enter commands and observe system functioning to verify correct operations and detect errors
• Prepare evaluations of software or hardware and recommend improvements or upgrades
• Set up equipment for employee use, performing or ensuring proper physical installation, configuration and operating systems and appropriate software
• Install and perform minor repairs to hardware, software and peripheral equipment, following design or installation specifications
• Maintain record of daily data communication transactions, problem and remedial action taken, and installation activities in the call tracking system TOUCHPAPER
• Engage in support related projects disaster recovery, virus, spy-ware or other, hardware and software rollouts, patching locations, etc
• Provide conference room support

Confidential

Desktop Support

• Providing full desktop management from rollout to post implementation support
• Monitoring and supporting the desktop, server, and network environments
• Providing hands-on, face-to-face technical support
• Managing relationships with users
• Understanding, analyzing and researching technical solutions to users' requirements and problems using existing and emerging technologies

Confidential

Level 3 Helpdesk Analyst

• Provided support for several hundred users in a predominately MS Windows environment troubleshot Windows 2000/XP operating systems and applications knowledge of remote access applications netmeeting, pc anywhere .
• Applications supported included: Outlook, Office XP2003, and hand-held devices Blackberry, Treo, and PDA .
• Administrated Active Directory, including GPO, as well as set up AD
• Troubleshot Printers both network and stand alones - HP/Cannon .
• Solved network connectivity problems, TCP/IP protocols, and handled higher levels of support and specific technical issues in detail.
• Created ghost images from scratch and deployed new machines with images.

Confidential

Help Desk Analyst

• Provided help desk support telephone, desk side, on various applications, including MS Office Suite, Outlook Express, Lotus Notes, Windows, DOCS Open, Elite, Internet, intranet, and proprietary applications.
• Maintained required record keeping via REMEDY , included logging calls into the help desk database, reporting time, and anything else as directed
• Escalated problems to the appropriate Analyst, Programmer, Supervisor, or Manager when necessary. Assisted with information gathering, communication, or as requested in the resolution of escalated problems.
• Coordinated application training and conduct classroom training sessions. Developed and maintained training materials, updated curriculum/materials as necessary due to changes in firm needs/procedures and/or software upgrades.
• Maintained laptop distribution pool and provided support to primary laptop users, which included preparing laptops for distribution, updated activity log, and working with vendors to maintain/fix laptop equipment.
• Re-set user passwords and grace logins, and grant document access with appropriate approval.

Confidential

LEVEL THREE HELPDESK

• Catered services to all Commercial and Residential Road Runner clients in all 5 boroughs including America Online, New York Connect, and Earthlink.
• Operating system included Windows 98 SE, NT, ME, 2000, XP and MAC OS 8-10
• Technical service via telephone to clients incorporates: self install kit procedures, browser reconfiguration, USB and NIC card drivers' installation, cable modem firmware upgrades and intermittent connectivity issues.
• Executed email issues relatives to forwarding, attachments, password, capacity, SMTP and POP servers issues
• Used ICMP commands to find and fix problems on pc, modem, and network devices.
• Reported high volume of calls involving matters of similar natures to supervisors
• Troubleshot hardcode IP, TCP/IP protocol stack and DHCP services on windows 2000 and XP.
• Bypassed third party software and hardware to comply with company policy.
• Reconfigured wireless utility: determined encryption levels, firewall, channel, infrastructure, DHCP and NAT.
• Proficient with programming/scripting languages and techniques VBScript, HTML, SQL, Working with Visual Studio 6, SQL Server 2000 .

Confidential

Help Desk Analyst

• Supported TCP/IP, Networking, Email MS Outlook, POP3 and Telnet, High Speed Online Ambit 3100, PCMCIA, Install Wireless USB PC Client .
• Strong knowledge and a good understanding of Enterprise networking infrastructure LAN, WAN, VPN
• Provided Level 3 support for Windows NT4 2000 daily server support
• Troubleshot and upgraded medium to large Citrix projects 500-1000 seats 50-100 servers
• Experienced with Citrix Meta Frame design and implementations for enterprise environments 500 servers and 20,000 users
• Integrated, packaged and supported custom/commercial applications for Citrix environments.
• Strong customer focus with highly developed client-relationship skills in supporting a Proprietary Software Micromedstar.
• Provided technical support to 5,000 Bio-med Technicians, Site Managers, and Account Managers ranging from the Tri-State area and West Coast Region. .

Confidential

Technical Help Desk Specialist Consulting

• Performed 100 telephone support for a large helpdesk with high call volume and high first call resolution
• Supported Outlook 97/98/2000, MS Office 97/2000 intermediate level, Windows 95/98/NT/2000, and troubleshot basic networking and connectivity issues.
• Troubleshot hardware issues related to Dell Latitude CP and Cpi, Toshiba 400,420 and 430 and its peripherals including HP DeskJet Printers, HP scanners, and zip drives.

Confidential

Help Desk Analyst

• Acted as a subject matter expert to co-workers on support related issues. Included were Word 00, Excel 00, Power Point 00, Access 00, Outlook 5.0, Lotus Notes 5.0, Proprietary Software Prism TM, and Internet based CompuServe 5.0, Word Perfect, Netscape Navigator and Microsoft Internet.
• Provided 100 telephone technical support to 4,000 pharmaceutical sales representatives with Office products and proprietary software.
• Troubleshot hardware issues related to Dell Latitude CP and CPI, Toshiba 400,420 and 430 and its peripherals including HP DeskJet Printers, HP scanners, and zip drives.
• Network Administration included creating new user accounts, resetting passwords and unlocking user accounts which also included firewall and Edge maintenance Education: New York City Technical College September 1996 - May 2002 Microcomputer Business Systems, BA