Skills: Windows XP,Vista,7,8 Mac HTML VMWare Active Directory NI Multisim Networking Web Design Ghosting Imaging Remote Support IT Printers Mobile Devices HP Service Management HPSM Quartus Microsoft Office 2003, 2007, 2010, 2011 Desktop Central Cisco Android Ipad Iphones Dell

Experience: Confidential

Help Desk Analyst

• Applied: Windows 7 XP, Desktop Central, Microsoft Office 2007, 2010, Powerpoint, Excel, Word, Access, Outlook , Cisco VPN, Java, Active Directory, LAN/WLAN configuration, HP Printers, Desktops, Laptops, Monitors , Powershell, Command Prompt, micro-management, leadership role
• Description: Apart of the Windows 7 upgrade project for all of Connecticare. Currently the lead technician for the position, over the course of the year I've trained and micro-managed 2 other employees. Job requires us to recognize programs that do not work with Windows 7 and to report them, also to help figure out ways to remediate the programs with the developers. Also a part of the desktop support team to fix desktop support related issues.
• Accomplishments: This project has been worked on for over a year now, and within the first month of my employment I recorded the highest number of computers completed within a month. Also I'm constantly making suggestions to improve the process. Initially I was hired to be a basic low-tier tech but I have been promoted to lead and have trained and micro-managed a couple other employees. Before I was employed an average week was deploying 6 computers, I increased this number to 15, and my largest week has been 40.

Confidential

Desktop Support/XP Elimination Project

• Applied: Windows 7 XP, Remedy, Microsoft Office 2007, 2010, Powerpoint, Excel, Word, Access, Outlook , Avaya IP Agent, Avaya CMS Supervisor, Cisco Anyconnect, Cisco VPN, Java, Active Directory, LAN/WLAN configuration, Dell Printers, Desktops, Laptops, Monitors , Avaya Hardphones, micro-management, leadership role
• Description: In charge of the migration from XP to Windows 7 for a contract project. I always travel to the local office that needs these upgrades or they are sent in. In charge of planning out the project procedure. When not working on upgrades I am the 3rd contact for Desktop Support in the Otis office in Farmington, CT. In charge of replacing equipment and in-person computer repairs and troubleshooting.
• Accomplishments: Learned CSC's system of upgrading computers within 1 day and was in charge of a major project the following day with 0 supervision all co-workers were out sick for a week . The project was scheduled to take 3 days, CSC expected it to take 8 days, I finished the project in 4 days. Already playing a major role in planning out the migration process, speaking with all of the project leads of how this should be accomplished. Before I left the company I had 3 assistants who I trained and micro-managed.

Confidential

Help Desk Analyst

• Applied: Windows 7 XP, Virtual Machines MIIM, Citrix , HP Printers, Microsoft Office 97, 2003, 2007, 2010, 2011, Powerpoint, Excel, Word, Access, Outlook , Citrix MyApps, Remote , VCC Desktop, Softphone, Telephones Cisco IP Series, Polycom , Oracle, Java, Outlook 2003, 2007, 2010 , Microsoft Exchange Server, Remote Support, Mobile Devices Droid, iPhone, Blackberry, Tablets , Active Directory, VPN Cisco Any Connect, Cisco VPN Client , LAN/WLAN configuration, Odyssey Access Client OAC , 100 phone support, HPSM, Bomgar, Telecommuter Support, Cisco Unified Personal Communicator CUPC
• Description: Help Desk Analyst with the United Support Center department. In charge of troubleshooting thousands of computers in a fast paced corporate environment. Worked on Virtual Machines, Printers, Microsoft Office, Windows XP 7, and various health care related programs.
• Accomplishments: -Resolved 70 of issues 50 was considered excellent -10:00 call handle time over 6 months 12:00 is average Suggested several ideas the company utilized to increase proficiency

Confidential

• Applied: Hands-on repairs, LAN/WLAN configuration, SimMan repair, 100 work-at-home, 100 Travel, Windows Vista, XP, 7 , Mechanical Repairs
• Description: Installed, repaired, and upgraded various laerdal products including SimMans and other Sim products. Required specialized training to repair the manikins also needed the ability to improvise on various repairs. Required networking skills to setup Manikins to a corporate or school environment. Was required to constantly travel the country every week in order to repair manikins 100 travel job .
• Accomplishments: -ALWAYS finished work ahead of schedule Improvised schedule to improve efficiency and reduce company cost Traveled in all weather including Hurricane Sandy Improvised new ways to repair SimMan and setup according to client needs

Confidential

Help Desk Support

• Applied: Windows 7 XP, Virtual Machines, HP Printers, Microsoft Office 97, 2003, 2007, 2010, 2011, Powerpoint, Excel, Word, Access, Outlook , Citrix MyApps, Remote , Oracle, Java, Outlook 2003-2010, Microsoft Exchange Server, Remote Support, Mobile Devices Droid, iPhone, Blackberry, Tablets , Active Directory, VPN Cisco Any Connect, Cisco VPN Client , VMWare, Password Resets, 100 phone support, Microsoft Lync, Telecommuter Support, Softphone
• Description: A member of SPOC IT services within AETNA. Handled level 1 IT support which ranges from everything between VPN, Networking, Software troubleshooting to password protection. As a member I have already comfortably acquired the knowledge to be able to handle any situation. A process that tends to take around 3 months of training I learned within 3 weeks.
• Accomplishments: -Was working at above average level within 3 weeks Resolved 85 of issues 50 was considered excellent Was considered level 2 support within 3 months When leaving I was called One of the few guys that really knows what he's doing by management

Confidential

Technological Assistant

• Applied: Windows 7 XP, Virus Protection, Home Theater setup, Security setup, WLAN/LAN configuration
• Description: Installed media and security systems in residential and commercial properties according to customer specifications. Excellent knowledge of Windows 7 and XP to set-up and network computers.
• Accomplishments: -In charge of 80 of PC related repairs Setup a 20ft. TV Projector and in-house movie theater Setup remote controls to control everything in the house lights, tvs, devices, security, and kitchen items

Confidential

Lead Desktop Support

• Applied: Windows 7, XP Vista, Mac OS, Virus Protection, WLAN/LAN configuration, Hands-on repair, HP Dell Printers, Desk-side support, Windows/Mac ghosting imaging, In-charge of Inventory, Assistant Manager over employees, Active Directory, HPSM
• Description: Troubleshoot and maintain the computers, printers and other electrical equipment within the computer labs of the school. Worked in an environment supporting over 500 faculty members and 12,000 students. Promoted to team lead after 1 year, worked as a team lead for 2 years. In charge of monitoring at least 8 employees at all times, resolved issues if they were not capable, and reported to manager behavior, and attendance issues. Knowledge of virus protection, ability to download software, and set up computers and operating systems to networks. Also knowledge in hardware and software break and fix. Manage technological inventory for entire campus. Perform customized installations. In charge of migrating faculty members and labs to Windows 7.
• Accomplishments: -Implemented many new efficient Outlook Exchange setups Became a favorite among faculty members for repairs Gained IT leadership skills from being a Desktop Support Team Lead