Bottom line and detail oriented professional seeking a challenging position, utilizing strong customer service and IT skills. Innovative thinker adept in handling tense situations. Successful in innovating new processes and transforming old processes to reduce overhead. Creative problem solver with strong business knowledge, excellent project management, communication and analytical abilities to optimize results.

PROFESSIONAL EXPERIENCE

Confidential

IT Lead

• Worked in coordination with C3i for shipping and returns
• Provided documentation with each device
• Scheduled Deployment of AT T iPads to Puerto Rico Sales Reps and retrieval of existing Verizon iPads
• Ensured all devices were enrolled with MDM Airwatch
• Extensive contact with Verizon for account activation and management
• Created process documentation with screenshots
• Provided end user training
• Backed-up and/or transferred data from existing iPad into iTunes
• Scheduled deployment of Verizon iPad 4G to NALT members and retrieval of existing iPads
• Provided an audit of existing iPad loaner/assignment inventory pool
• Assisted in formulating a more secure process work flow in loaner/assignment of iPads
• Provided support with various SW and HW related issues to various IT groups

Level II Deskside Support Analyst

• Assisting clients with iPhone/iPad configuration and technical support
• Providing Executive Support
• Troubleshooting issues with Lenovo ThinkPad laptops and desktops
• Supporting approximately 2,000 clients with various SW and HW related issues
• Providing clients with technical and systems support with external and internal in-house created apps and web portals applications
• Assisting clients with new hire setups, hardware installations, hardware retrieval, move/transfer of clients from other J J sites
• Performing account maintenance in DRA AD reset passwords, created/unlocked accounts, granting access to groups, login script modifications, etc.
• Best Effort support provided for home/offsite users with issues regarding remote access
• Providing assistance with network, internet, printer, and wireless connectivity
• Effectively utilizing Remedy queue management, call logging, escalation, and documentation of incident related activities

Confidential

Mobile Application Support

• Supported 200 Customers with Windows Mobile, Android, and IOS devices
• Provided technical and systems support for Windows Mobile 5.x-6.x hardware and software application
• Configured and setup new/refurbished and repaired Motorola MC55, 65, 70, 75, ES400 devices
• Assisted customers with IOS and Android device configuration
• Provided technical and systems support for MobileTek Classic/RS and MobileTek Web applications
• Effectively utilized incident management software in queue management, call logging, escalation, and documentation of incident related activities
• Utilized Soti to remotely manage Windows Mobile devices
• Provided customers with simple reports on current device information through Soti
• Assisted in beta testing new versions of MobileTek and MobileTek Web applications
• Ensured high quality and timeliness in incident response, troubleshooting, and resolution
• Extensive contact with Motorola Symbol Support

Confidential

Support Specialist

• Provided structure needed for assistance in handling any and all issues during and after hours
• Fostered healthy communication between IT and various groups on site
• Created and Maintained documentation
• Provided technical and systems support for all Intermec HW RF handhelds/truck mounts, label printers
• Utilized Radmin to remotely manage PCs and Soti to remotely manage certain mobile devices
• Assisted users with network internet connectivity issues
• Worked with vendors in various capacities
• Maintain inventory/stock of IT equipment and peripherals on site
• Provided technical and systems support for WYSE terminals
• Maintained CISCO Unity Call Manager and Voicemail systems
• Provided technical and systems support for AS400 depending on issue
• Worked with Corporate IT in replacing CISCO switches
• Replaced, Configured and Maintained two data servers on site
• Supported approximately 300 users on site with various SW and HW related issues
• Performed IT Operations/Support Manager duties for distribution center
• Assisted users with iPhone and Android email configuration

Confidential

IT Support Analyst II

• Supported 300 clients at the Luxury Products Division distribution site along with three remote Warehouses
• Provided Executive Support
• Effectively utilized Remedy queue management, call logging, escalation, and documentation of incident related activities
• Provided users with technical and systems support with external and internal in-house created apps and web portals applications accessing, entering in data, printing from apps, viewing data, etc.
• Resolved technical issues for all Dell based systems laptops or desktops
• Provided assistance with network connectivity, internet connectivity, printer connectivity
• Resolved network printing issues granting access to certain printers, installing fonts, changing toners, performing maintenance, removing paper jams, switching network cards, etc.
• Resolved Zebra printing issues for labels network connectivity, hardware, SAP, preventative maintenance, etc
• Performed account maintenance in Active Directory reset passwords, created/unlocked accounts, created temporary secure ids, granting access to groups, login script modifications, etc.
• Assisted users with BlackBerries unable send/receive messages, synchronization issues, password issues, enterprise activations, etc.
• Assisted IT Operations with sever configurations, server installs, changing backup tapes, removing decommissioned servers, etc.
• Provided assistance in troubleshooting problems with Warehouse related apps and systems
• Best Effort support provided for home users with issues regarding wireless connectivity
• Assisted home users with issues regarding remote access Cisco Secure VPN, hard tokens, etc.
• Provided technical and systems support for Symantec AV reinstalling, updating definitions, etc.
• Utilized Dameware to remotely manage PCs and Soti remotely manage certain mobile devices
• Utilized existing Security procedures protocols in securing all PCs in the Warehouse for use
• Provided technical and systems support for all Teklogix RF handheld and truck mount units
• Provided management with test subjects before rolling out new versions of applications company wide
• Created and maintained documentation for everything
• Assisted clients with SAP related issues password reset, printing, reinstallation, logons, etc.

Confidential

Wireless Support Analyst

• Supported Service Techs in the Confidential PocketPC devices
• Rotated supervisory role with other analysts on a weekly basis
• Provided technical and systems support for PocketPC hardware and software application
• Rotated project manager duties in rolling out software upgrades, new PocketPC hardware, etc.
• Assisted 9,000 users with cell phones general info, account changes, acquiring new hardware, etc
• Maintained inventory/stock of equipment, peripherals, and accessories
• Worked with vendors in various capacities
• Effectively utilized incident management software in queue management, call logging, escalation, and documentation of incident related activities
• Provided technical, systems, and server support to 200 Blackberries for upper management users
• Tested new mobile devices PPC-6700, Palm Treo 700 with custom applications for bugs, connectivity, etc.
• Ensured high quality and timeliness in incident response, troubleshooting, and resolution
• Provided technical and systems support for SAP depending on issue
• Utilized Timbuktu and Soti to remotely manage PCs and PocketPCs
• Extensive contact with major telecoms Verizon, Cingular, T-Mobile, Sprint Nextel, and Telus for voice, data/application support, and account management
• Provided technical and systems support for m-cards Verizon Wireless PC 5740 card and Secure VPN

Confidential

Support Analyst

Application Support

Confidential

Tier 2 Support

Confidential

Database Analyst/Tech Support

OTHER EXPERIENCE

Confidential

Lead Technician

Confidential

HelpDesk Administrator