Objective

My objective is to work within a structured IT organization with clear goals. As I help reach those targets, I hope to be given the chance to recommend and implement improvements such as in training, documentation, and software automation, all things I have experience in.

Experience

Confidential

IT Technician

• Worked with: Microsoft Lite-Touch OS Deployment, Windows 7 MS Office 2007/2013, HP Laptops Desktops, Visual Basic, BMC Remedy ITSM
• Worked in the IT Hardware Depot, which was responsible for ordering and setting up computers for all new hires and consultants.

Projects

• Integrated Lab Display System - Interconnected displays in each room of the computer lab, showing realtime status of user requests and PC builds. More Info
• PC Deployment Automation Client - Software that automates the post-build part of a computer deployment. More Info

Confidential

Warehouse Technology / IT Technician, Level II

Worked with: Dell Lenovo PCs, Windows XP, 7, 8, Windows Server 2003, 2008, MS Office 2003, 2010, Avaya Telecom equipment, Xibo Digital Signage Solutions, Visual Basic, Javascript, PHP, HTML5, Citrix Xenapp

• Responsible for maintenance and repair of all warehouse IT technology including but not limited to: office PCs and laptops XP Windows 7 , handheld computers, hand scanners, Windows 8 tablets, semi-truck and forklift computers, desktop and barcode printers, telecom system, etc.
• Administered local file print servers WS 2003

Projects

• Implemented a custom web-based digital signage solution for two warehouses, complete with fine-grained permissions and video powerpoint support. This allows the use of information kiosks and informational displays in warehouses.
• Wrote a custom program for tracking equipment, checking equipment in out, and recording needed repair orders. It was completely barcode driven and designed to allow the user to create a records or request in 5 seconds. The information is stored on a custom website I created to allow them to run reports against the data.

Confidential

Senior Developer Web Application Development April 2012-February 2013

Worked With: Windows Server 2003, 2008, 2012, Linux, phpMyAdmin, PHP, HTML, Javascript, Ruby, Python, Visual Basic, Amazon Web Services AWS , Google Apps, Office 365

Responsible for one-year project of building all internal systems and frameworks for EV IT Solutions tech support and IT solutions and EVWebs website design and management , including but not limited to: acquiring, setting up, and managing windows servers, writing programs for backend deployment and also client-side functions, building web portals for both internal company use and customer use.

Confidential

Team Lead, Level II Desktop Support

• Segments of the environment I worked with: 2000 On-site users, additional 1000 users via remote support, Windows XP Professional, Windows Server 2003-2008, Windows 7, Mac OS X 10.6 Snow Leopard , Lotus Notes Domino 8-8.5, MS Office 2003-2010, MS Outlook 2010, Microsoft SharePoint Server 2007, Nintex Workflows 2007 SharePoint , Cisco VPN, ITSM Remedy , LogMeIn, TeamViewer, SMS, SCCM 2007, Active Directory, SAP, Iron Mountain, X-Image, Perigrine Service Center, Visual Basic, Adobe Actionscript, Camtasia Studio 7.0
• Continued to provide first-level support for Apple laptops and desktops in the audio visual group running Mac OS X 10.6 , esp. network troubleshooting, printing issues, domain membership, etc.

Projects

• Developed, implemented and maintained following solutions:
• Build Depot: Innovative method of streamlining the setup and delivery of new computers to users, reducing technician workload by up to 70 , shipping costs, human errors, and even allowing all computers in organization to be set up by small team of technicians in remote location, without shipping anything
• Sharepoint-Based Global Asset-Management system, designed to read data from connected databases e.g. new hires, terminations, and user PC upgrades to provide real-time data on the status of all IT assets, as well as the history of each asset and more.
• System of organizing, tracking, and automating computer upgrades for users in the company, even automating communications and responses
• Automated Fixes: Created method of quickly automating a solution to common issues, for repeated, quick use by technicians in the future
• Self-service How-to portal for the user community, with automated fixes and information. Also created separate portal for executives in the company.
• Global IT knowledge-base, issues fix and process repository for all technicians in the company
• Played large role in development, implementation maintenance of following solutions:
• Desktop Support Depot: Room where users could bring their computers for service. Setup like a store-front. Included touch-screen kiosks for customer use, informational displays, and large display that showed weather information, live news, and real-time status of customer cases
• Led a team of 5 technicians to upgrade 2000 computers to Windows 7 manually within 12 months, without any additional cost to the company or any other work going undone.

Team Training Documentation Role

• Involved in interviewing all new team members, then cross-training them upon hire.
• Led team in documentation initiative, during which all processes and methods specific to our team were recorded, digitized, and placed in a repository.
• Had multiple training sessions and live demonstrations with team members both locally and nationwide via video conf. call regarding solutions I implement and or designed, including all those mentioned above in Projects section
• Created sharepoint based IT Knowledge-Base, and personally wrote 50 help articles that were made available to all IT-Sites globally
• Chaired weekly and later, daily team meetings for my level 2 team conf. call local attendance , at which I checked team service targets, addressed trending issues in the environment, and training technicians on any new systems implemented.
• Was responsible for maintaining list of support tickets that were mishandled by 3rd-party Level 1 support provider newly outsourced , then communicate with the Level 1 team lead and his in-house liaison weekly via conf. call regarding what his team did wrong, and how that situation should be handled in future. It was then added to their knowledge-base, and their team was trained accordingly.
• Chaired weekly US-Wide IT Level 2 Support Team meeting conf. call, 15-35 attendance , at which I would cover an agenda of new IT systems and their usage, and current issues and their resolution. Then representatives from each IT Site would have a chance to raise issues questions, and I made sure they were all answered and resolved satisfactorily.

User Community Training Documentation Role

Designed, developed and implemented web portal where users could go for answered to their questions and automated fixes to their issues. This was designed to reduce workload for Level 1 support.

Confidential

Level II Desktop Support Analyst

• Segments of the environment I worked with: 2000 On-site users, additional 1000 users via remote support, Windows XP Professional, Windows Server 2003-2008, Windows 7, Mac OS X 10.6 Snow Leopard , Lotus Notes Domino 8-8.5, MS Office 2003-2010, MS Outlook 2010, Microsoft SharePoint Server 2007, Nintex Workflows 2007 SharePoint , Cisco VPN, ITSM Remedy , LogMeIn, TeamViewer, SMS, SCCM 2007, Active Directory, SAP, Iron Mountain, X-Image, Perigrine Service Center, Visual Basic, Adobe Actionscript, Camtasia Studio 7.0
• Involved in day-to-day operations, primarily in working through increased call volume caused by outsourcing of Level I support
• Focused on escalations from Level 1 helpdesk, including hardware support of Dell environment
• Provided first-level support for Apple laptops and desktops in the audio visual group running Mac OS X 10.6 , esp. network troubleshooting, printing issues, domain membership, etc.

Projects

• Played major role in aggressive rollout of Windows 7, upgrading several hundred users a month alone, while continuing to handle normal duties
• Developed and coded many utilities to streamline daily work tasks and automate issue fixes
• User Community Training Documentation Role
• Created a Sharepoint-based video tutorial for the transition to Windows 7, segmented into several portions for easy navigation. Also create Desktop Gadget - or widget - for Windows 7, so that that tutorial and any other helpful information would be easily available upon the user's upgrade. These were made available globally

Confidential

IT Support Analyst, Level II

Environment: 1000 On-site users, additional 400 users via remote support, Windows 2000 Professional, Windows XP Professional, Windows 7, Windows Server 2003, Lotus Notes 6.x-8.x, MS Office 2000-2007, ITSM Service Management, Cisco VPN, GWI, Norton GHOST, SCCM, RDP, TrackerProducts eDiscovery Solutions, Altiris, SMS, Active Directory, SAP, Citrix, Real VNC, BES 2.2/4.x

• Responsible for hardware and software support for Levels 1-3
• Responsible for all new hire onboarding, incl. account creation, workstation setup and deployment, and user training
• Junior Lotus Notes administration
• Phone support for 1,400 users, both on-site and remote
• Printer copier support
• Blackberry Device Setup troubleshooting
• Responsible for all employee terminations from IT-perspective, as well as the eDiscovery procedure, and the storage and maintenance of over 1,000 retained hard drives
• Basic network support
• Was the Legal dept's IT contact for Litigation support

Projects

• Took the lead in several major company-wide projects, ranging from eDiscovery process implementation, to mass software migrations, to hardware refreshes
• Team Training Documentation Role
• Primary trainer of new team-members. I personally trained over 20 technicians, both Level 1 and 2.
• Tasked with documenting many of the Service Desk core processes, including e-discovery
• User Community Training Documentation Role
• Chaired weekly meetings organized by HR with all new hires and consultants, taking them through everything from caring for their laptop, to the e-policy governing their use and distribution of data within the company. I developed the material and presentation.

Confidential

Home Server Builds Junior Crestron Technician

Environment: Windows XP Professional, RDP

• Developed custom small form-factor computers to act as servers in high-scale homes
• Setup servers to act as Internet gateway for Heating Cooling Home Automation systems
• Customized computers to run 24 7 in high heat dust environments
• Was responsible for all maintenance repair