OBJECTIVE: Career-driven individual seeking an opportunity as IT Support that will provide me with a chance to further my knowledge, while allowing me to contribute toward the advancement of an organization's goals.

KEY SKILLS:

• Technical Troubleshooting
• Problem Diagnosis
• Detailed Documentation
• Rapid Ticket Response Times

TECHNICAL PROFICIENCIES:

Applications: Microsoft Office: Word, Excel, PowerPoint, Outlook. Active Directory, Service Now, FootPrints and CA Ticket applications. Dell Automated Deployment tool, OS Migration via SCCM. JAMF. Remote Assistance Software: TeamViewer Bomgar. Citrix Desktop Director, Infoblox. Norton Symantec Endpoint Protection, Symantec PGP Encryption/McAfee Endpoint Encryption, Retrospect Backup, Trend Micro Office Scan, Norton / Symantec Ghost. Avaya Digital Phone Software.

• OS/Platforms: Windows XP/7/8 Server 2003, 2008 R2, Mac OS X 10.6 10.9.
• Hardware: Dell, Lenovo, and HP Desktops, Notebooks and Printers, iMac, MacBook Pro/Air
• Cannon/Brother and Scanners. Apple, Android and Blackberry mobile devices and tablets.
• Network: TCP/IP, DNS, LAN, WAN, WPAN.

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk IT Analyst

• Provide Desktop Support at Cornell Medical College for 3000 end users.
• Image and deploy Windows 7, Mac workstations and laptops to the environment for brand new Research facility.
• Responsible for troubleshooting issues and supporting users in Belfer Research Building.
• Responsible for migrating users to Belfer Research Building, switching to new VLAN, connecting devices such as new PC's, laptops, phones and other peripheral hardware.
• Using Citrix Desktop Director to assign VDI sessions to users open/kiosk utilizing Active Directory to list them under the proper OU groups.
• Determine need to escalate issue to Tier 3 or Tier 4 support based on understanding of the issue or request.
• Conduct customer software and hardware needs analysis and makes recommendations for purchases and service strategies.
• Responsible for customer satisfaction in relation to response times, resolution time, and quality of communication.
• Assist users with mobile device connectivity and setup, including iPhones, iPads, and Android devices.
• Connect all non-standard devices such as Apple TVs, Motorola Radio Repeaters, AV equipment, lab equipment to the network.
• Troubleshoot and resolve hardware, software and connectivity problems, including user access and component configuration, general support of complex systems.
• Install, configure and upgrade printers.
• Support of Windows and MAC OS application services.
• Administer Windows servers for distributing software, deployments and system configurations.
• Provide Windows training to faculty, staff and/or students in a formal classroom environment and develops training material and curriculum.
• Assist with continued development of Virtual Desktop Infrastructure.
• Develop and maintain current documentation and online help files ensuring compliance with College and department policies and procedures regarding network/computing acquisition in the ITS Knowledge Base and ServiceNow.

Confidential

Desktop Support Specialist

• Responds to issues in a timely and effective manner.
• Setup video Teleconferences for trainings using Polycomm equipment.
• Configure, install and Troubleshoot MS Outlook 2003/2007, including creating personal storage folders, archives and creating calendars.
• Prepared workstation for new hires using Norton Ghost to reimage drives and performing quality insurance checks on computers before assigning to end-users.
• Assists users with various technical devices such as software, videoconferencing, printers, phones, projectors and other tech-related equipment.
• Properly document support tasks and ticket resolution efforts in the call tracking system upon completion.
• Participate and contribute in special and team projects as required, such as office relocations, technical refreshes, space build-outs and other IT-related rollouts.

Confidential

Helpdesk IT Analyst

• Act as initial point of contact for end-users seeking support/assistance from the Helpdesk.
• Monitor ticket progress to ensure all end-user requests are completed in a timely fashion.
• Assign Helpdesk tickets to technicians based on the type and urgency of the problem.
• Performed password resets on Microsoft Outlook emails for Weight Watcher clients.
• Performed security password resets for in house and remote accounts using Active Directory.
• Analyzed reports using functional knowledge and query tool expertise to determine source of issue and provide corrective solutions.

Confidential

Geek Squad Computer Technician

• Recommended various solutions to customers based on their needs, including: desktops, laptops, printers, Geek Squad computing services, and product service plans.
• Perform basic testing to determine product needs and service solutions.
• Upgraded and repaired software and hardware on customer's PCs and laptops.
• Can install / troubleshoot all computer-related devices video, sound, modem, printer, scanner, camera, memory modules, and CPU .
• Developed problem-solving and trouble-shooting skills in repairing a large volume of computers with problems ranging from bad motherboards to severe viral infections.