SUMMARY:

• Easily understand and solve technical problems. Proficient in using technology to enhance data and information management. In - depth knowledge of emerging
• Technologies and their commercial applications. Ability to multitask, prioritize, perate proactively, and work well as a team member as well as independently.
• Skills: Installation and support of Windows 7, Windows 8, and Windows 10 Operating platforms.
• Use of various deployment tools to include Ghost, SCCM and SMS. Support of McAfee, and Symantec Encryption. Use of various remote tools VPN, Proxy, Remote Desktop, and
• SCCM Remote. Support Citrix and Citrix published Applications to include Desktop clients profiles and connectivity. Configuration and support of Mobile Device Management for all mobile devices, phones, and I-Pads. Support Exchange, Microsoft Office 2016 and 365 to include Outlook. Good working knowledge of Server /Client relation, Active
• Directory, TCP IP, DHCP, DNS, and WINS. Excellent troubleshooting skills.

PROFESSIONAL EXPERIENCE:

Confidential, Bronx, NY

Desktop Support Specialist

Responsibilities:

• Responsible for IT Break Fix Support for Remote Sites
• Provide daily support of assigned incidents and request in Service Manager
• Update and resolve all assigned incidents and request and escalate when necessary
• Provide hardware and software support of all corporate devices and reimage when necessary
• Support of remote access to allow Corporate VPN access
• Support of corporate Phones and I - Pads to include installation of MDM software
• Assisted other IT Support groups with projects and upgrades
• Troubleshooting network connectivity issues from data jacks to patch panel and switches in IDF closet

Confidential, Bronx, NY

Implementation Technician

Responsibilities:

• Part of DSR team, responsible for processing Request and Change orders
• Responsible for the setup of new equipment to include workstationsnetwork printers, laptops and any other equipment requiring network connectivity
• Assisted sites, coordinating and scheduling data jack repairs and new data jacks with
• Work with Networking Team to activate network ports
• Install and configure all software and updates thru SCCM.
• Perform Move and Add and Changes
• Work with vendors to install and deploy vendor equipment.

Confidential

STCI Consulting

Responsibilities:

• Part of team of technicians responsible for migrating Desktops from Windows XP to Windows
• 7 and Office 2010 with Outlook, for multiple sites via SCCM.
• Responsible for user data backups and restores by use of USMT Tool verifying file sizes and
• Integrity of data before and after migration.
• Push Software and updates to workstations through SCCM Software Center.
• Responsible for the migration of Executives, and large profile users.
• Install Citrix Client on desktops, laptops, and wireless devices.
• Install and troubleshooting with vendor for vendor installed software.
• Responsible for troubleshooting and resolving any issues related to the migration process.

Confidential, NYC

Questa Technology Consultant

Responsibilities:

• Provided Desktop support for 2000 local users as well remote sites via SCCMremote desktop and desktop visit.
• Troubleshooting desktop\ network connectivity issues, perform software installation and support, and resolve all hardware problems\request
• Install Clinical and Vendor Applications.
• Responsible for tracking, and resolving helpdesk incidents in Remedy.
• Installation and support of peripherals to include network printers, scanners, and all USB devices.
• Active Directory Administration to include assigning Logon scripts, management and
• Support of user accounts and share permissions
• Manage and coordinated projects with other IT Support groups as well outside
• Vendors.
• Responsible for escalating issues to other IT groups for resolution.

Confidential

Questa Technology Consultant

Responsibilities:

• Part of team of sixteen technicians responsible for migrating 32,000 Desktop from Windows XP to Windows 7 and MS 2010 with Mcafee Encryption via SCCM .
• Duties include imaging workstations via SCCM
• Scheduled meeting with departments to perform pre- migrations and scheduling of migration.
• Implemented and maintained corporate naming convention,
• Responsible for remediation and user follow-up after migration to includeresolving all user issues related to migration.

Confidential, Purchase, NY

Lead Helpdesk Analyst

Responsibilities:

• Created and maintained Helpdesk SOP to include Application
• Support and step by step documentation for installation\support for all Helpdesk
• Associates.
• Responsible for daily operation of Helpdesk during the absence of the Helpdesk
• Manager.
• Provided support for local users as well remote sites users to include support of ff-site routers, switches, and servers.
• Support of Blackberry Smart phones to include managing devices and users on
• BES Server to include wireless activations and troubleshooting Blackberry issues with Service providers.
• Responsible Active Directory Administration to include creating Logon ID’s in Active Directory and assigning Permissions.
• Responsible for installation of desktop Citrix Client, user access to Citrix published applications and troubleshooting Citrix connectivity problems.
• Responsible for creating Exchange accounts, User mailboxes, Resource mailboxesDistribution list and assisting users creating Personal Folders, Email Archivingand troubleshooting Outlook E-mail, and Calendar issues.
• Responsible for creating, tracking, and resolving helpdesk incidents in Remedy
• Service Desk application.
• Responsible for escalating issues to other IT groups for resolution.

Confidential, New York, NY

Helpdesk Level II System Analyst

Responsibilities:

• Provide helpdesk level II support for all branches by use of remote access tools(Altiris), and phone support.
• Perform daily and weekly server backups by use of Arc serve Backup.
• Troubleshoot and resolve network issues, and responsible for tracking and resolving global helpdesk tickets.
• Setup new users and extensive troubleshooting of logon issue in Active Directory and SQL.

Confidential, New York, NY

System Analyst Level III

Responsibilities:

• Project leader for multiple projects using full project life cycle methodology as required by various Business needs.
• Evaluation of both hardware and software to ensure a consistent technical direction by use of user acceptance testing and implementation.
• Establish and maintain procedures and tracking such that desktop/LAN support systems operate efficiently.
• Provide desktop support by phone, desktop/site visits, and use of remote access tool, (Tivoli).