SUMMARY OF QUALIFICATIONS

• Experienced in all facets of the IT industry having progressed from help desk to senior support and junior systems administration roles involving dozens of hosts and thousands of users
• Skilled verbal and written communicator to serve internal and external customers in a proficient and professional manner

Confidential

TECHNICAL SKILLS

Win2000 WinXP Server 2008 TCP/IP Microsoft Office 2003/2007 Microsoft Web Fundamental Switches Cisco Router Crystal Report Network Infrastructure Exchange 2011 IIS Blackberry Terminal Server Track-IT Ghost Image Cast VPN Veritas Backup Dame Ware Utilities PCAnywhere Oracle DBA BrightStor ARCserve Backup SQL Server 2000 BMC Service Desk Express HP OpenView Citrix Metaframe SQL Net SQL Plus SQL Loader Oracle9i Oracle 10g SQL Server 2005 Linux

EXPERIENCE

Contract Positions

Confidential

Desktop Engineer

• Completed 99 of first tier support trouble tickets with first attempt
• Used Active directory for creation of users account, OUs and etc
• Knowledge of and experience with TCPIP, DNS,DHCP and SSH
• Supported exchange server
• Supported VMware
• Installed and configured over 275 new WIN7 desktops/Laptops systems using ghost images
• Participated in the training of users on use of network hardware and software
• Maintained and track hardware and software inventory and document all problems
• Responsible for ensuring compliance with all software licensing requirements
• Install True Crypt encryption
• Supported Windows wireless
• Supported Balckberry/iphones/network printers

Senior IT Desktop Support

Confidential

• Served in a lead role within the Swarovski SNA IT Help desk to ensure SNA customer calls are responded to in a courteous, complete and timely manner. Monitored workload and makes call or staffing adjustments as necessary, served as a resource to Help Desk associates in problem resolution, and handles escalated SNA customer calls.
• Received SNA customer calls and initiates service order for user issues and requests on an overflow basis.
• Identified SNA customer issue s such as PC/Laptop/ network printer problems. POS issues, network connectivity issues, etc. Troubleshoots the issues and works with the SNA customer to resolve the issues by assisting with downloads, providing information on transactions processed, contracting vendors for repair or replacement, and working with other SNA divisions to isolate and resolve the issues.
• Identified more complex tickets in the Help Desk ticket pool and works to resolve SNA customer issues including contacting SNA customers, clarifying the issues, troubleshooting, and contacting higher levels of support, including management as necessary for assistance in resolving.
• Managed telephone and email support as working member of global support team.
• Monitored Help Desk call volumes and Help Desk Specialist availability and makes staffing or call adjustments as required to meet Help Desk service level goals and SNA customer service level agreements.
• Responded to escalated calls from SNA customers. Served as a resource to Help Desk specialists in the resolution of more complex issues.
• Monitored Help Desk specialist service quality by listening to random calls, noting performance, and either addressing with Help Desk Specialists directly or through the manager, Technology and Operations
• Monitored Help Desk ticket pool and randomly reviews tickets to ensure they are completed accurately and completely.
• Used Active Directory and Exchange
• Used SAP to create/delete user accounts in P10 and P11
• Installed P60 CRM on user computers

Manage Service Provider

Confidential

• Responsible for performing on-site or in-house servicing, repair and/or installations on Windows XP and Windows 7
• Provided technical support in activities associated with the identification, prioritization and resolution of internal customer reported problems.
• Facilitated the day-to-day operations of the help desk, this includes responding to internal customer request for access to software, software upgrades, hardware purchases and implementation with approval
• Assisted in identifying, researched, and resolved complex technical problems
• Administered all Telecommunication requirements including network cabling, hardware and software deployment and troubleshooting of Windows XP and Windows 7
• Used Server 2008, Print management, TCP/IP, SMB Networking and Exchange server 2003/2008
• Created mailboxes, share calendars, monitors e-mail quotas and event logs in Exchange 2010
• Created user accounts and granted permissions using server 2008
• Used SQL to generate reports
• Monitored event logs using connect wise and called clients on any issue arise from the even logs. Remote into clients computer and resolved issues
• Worked remotely and responded to over fifty companies and connect to users computer using Kasya/VNC or Bomgar
• Resolved issue for clients having problem using Citrix XenApp

e-mail migration

Confidential

Installed and configured Microsoft Outlook and Web mail for clients. Migrated 300 users/ Calendars, addresses and old e-mails from Lotus Notes to Microsoft Outlook and Migrated

IT SUPPORT

Confidential

• Provided technical support and guidance to 1000 users Set up, configured, and supported the LAN in a Windows based environment. Installed software, Performed system upgrades and patches to resolve software related problems and administer user accounts
• Facilitated network access for traveling users and clients while on-site, provided local data protection including backup monitoring and rotation of back-up tapes, administration of local file and print server
• Set up audio visual computer equipment as needed for internal meetings
• Performed installations and Configurations of GroupWise and Novell Client, Cisco VPN installations and supported users with connectivity problems
• Maintained inventory control and used Track-it audit to audit equipments
• Proactively audited all equipment using Track-IT software to account for all computers, printers and surpluses in the system thus saving time, fix problems and determine what computers needed upgrade, replacement or disposal
• Installed MacAfee antivirus and schedule weekly scan of all computers hard-drive for viruses
• Used SMS application to remote into clients PC as needed
• Created and managed share folders
• Used HP Open View for ticketing System

INFORMATION SECURITY

Confidential

• Ensured appropriate access for clients Mainframe, LAN/WAN
• Provided support for the Information recovery division during disaster recovery testing
• Utilized an in-house application and the control-SA Enterprise Security Station Console System to update and maintain profile, Obtained required approvals and implemented changes to profiles
• Performed access verification before granting access to requestors
• Created, deployed, and supported Role-base profiles, provided 2nd level security support to clients, helpdesk partners and security point of contacts.
• Used ICA sessions to connect to Active Directory in order to create users' accounts/Organization Units and share folders

DESKTOP SUPPORT

Confidential

• Troubleshooting users and network problems Installed new software and security updates, checked on servers and daily backups, set up new Blackberry, and trained new employees on using company's systems i.e.: Outlook e-mail, file storage, remote access, and voicemail
• Researched new hardware and software for IT team and worked closely with vendors such as outsourced network administrator, ISP, and phone equipment provider.
• Experienced in rapid deployment of Windows 2000 Professional and Windows XP at the desktops/Laptops level using ghost imaging and unattended setup files.
• Used Windows 2000 Active Directory for account creations.
• Used VNC Viewer to connect to users' desktops/Laptops as needed.
• Detailed working knowledge of Microsoft Office, Microsoft Outlook, Web e-mail all versions , Microsoft Exchange 2003 and Symantec Norton products.

LEAD TECHNICAL SUPPORT III

Confidential

• Provided support for computer servers, Windows 2000 and Windows XP desktops, laptops, and software applications
• Managed and maintained computer hardware and software assets
• Setup and synchronized Blackberry
• Provided support for Microsoft Office 2003
• Created users' accounts in Active Directory 2003

JUNIOR NETWORK ADMINISTRATOR F/T

Confidential

• Maintained and performed trouble shooting for Corporate Local Area Network, consisting of 100 node local network, including Windows, Alchemy Database, networked printers and scanners
• At remote site in Chelmsford and Upstate Confidentialmanaged 50 node networks
• Performed LAN Administration including: adding and deleting users' accounts, set e-mail quotas in Exchange Server 2003, performed regular backups using BrightStor ARCserve Backup, occasional restorations from NAS backup media, and maintaining LAN security in Active Directory environment
• Maintained and managed corporate Exchange 2003 server
• Performed phone support for all remote sites and traveling corporate personnel
• Determined computer-related needs for entire Corporation and upgraded PCs from Windows 2000 to Windows XP using ghost images
• Assisted with upgrade from Nortel firewall to sonic wall and also maintained the sonic wall
• Granted VPN and Internet access to users through sonic walls policies
• Created and managed the VLAN on the switches and VPN on sonic wall
• Implemented of name resolution using WINS DNS in TCP/IP environment
• Protected Network data, monitoring network performance management and optimization
• Used Presentation server console to installed, published, and administered applications
• Configured ICA sessions and managed Citrix Policies

Confidential

PC TECHNICIAN F/T

Confidential

• Maintained and updated server applications, hardware and firmware for entire Enterprise including all remote centers created and maintained network user accounts in Active Directory 2003, email accounts and various application specific accounts
• Documented and enforced Group policies and procedures for email usage, network usage, data storage, IT requests, software licensing, and disaster recovery
• Tracked software purchases, warranty support agreements, and licensing to include quarterly audits
• Resolved any Windows 2000 desktop and laptop computer hardware or software problems
• Troubleshoot network problems, TCP/IP, DNS, cabling, and installation of network equipment
• Deployed and configured new Windows 2000 computers, network printers or any other computer peripheral equipment and performed daily backups

PC TECHNICIAN / DESKTOP SUPPORT

Confidential

LAN ADMINISTRATOR / TECHNICAL SUPPORT F/T

Confidential

• Maintained and performed trouble shooting for 650 nodes, 38 servers Corporate Windows 2000 Local Area Network, including Citrix MetaFrame, Active Directory and Terminal servers
• Setup, install, upgrade and implementation of servers at the corporate site in Westborough, MA and remote sites
• Performed LAN Administration including verification of backups, using Veritas Backup planning, selection and implementation of new server equipment, and installation and upgrade of networked applications
• Duties also included the assignment and monitoring of projects, high-level trouble shooting, and project coordination with other departments
• Managed and implemented planning for disaster recovery and testing the disaster recovery plan
• Researched and developed methodology and procedures for a company-wide IT standardization project areas of concentration included, standardization of Windows 2000 workstation hardware requirement
• Used Track-It for ticketing/ auditing and also used Crystal Report to generate report of equipments in the systems.
• Used PC Anywhere but latter upgraded to Dame Ware Utilities for remote access
• Installed IIS for Intranet creation
• Deployed Windows 2000 on Desktops/Laptops using Image Cast

TECHNICAL SUPPORT SPECIALIST

Confidential

Deployed Windows 2000 on Laptops using ghost images, Setup network printers and software installations.

TECHNICAL SUPPORT SPECIALIST F/T

Confidential

• Performed technical support for end users, documented solutions and tracked recurring problems.