OBJECTIVE:

• To obtain a challenging and rewarding Preferably full time position within a progressive company Which Will allow me to add value to my employer by Utilizing my 20+ years of diverse experience, extensive product knowledge of various business technologies as well as to effectively utilize my exposure to information services, and product implementation with practices in teamwork, and project coordination, To add to my Skills and Expertise With new Technologies while also Sharing my diverse product knowledge and years of service to fortune 500 companies Allowing both my employer and I to grow together.

PROFESSIONAL EXPERIENCE:

Confidential, Franklin Lakes, NJ

Global Asset Manager

Responsibilities:

• Team management, Desktop support extensive knowledge, Contract management, customer relationship, Management, Vendor relationship management, Billing & Budgeting, P & L, Project management, ITIL certified / extensive knowledge. Additional responsibilities include; Order Tracking, Process standardization and improvement. Steady state operation and stock allocation reporting.

Confidential, Princeton, NJ

Desktop Support Asset Management (Track - IT) Project

Responsibilities:

• Responsibilities included; printer management, vendor management Administration and Support of The Track-IT Platform which is a IT Help Desk / Facilities Management / HR Management, Asset Management, and Change Management Platform. My Daily duties included collecting Asset serial numbers and adding them to the system, in addition to Using PDQ Deploy and manufacture to run the asset management application on user machines, and Troubleshooting the Deploy and manufacturing failures for connection or compatibility related issues. Was also responsible for applying Bar coded Asset Tags to hardware Locally. Was also required to apply the process to Remote users by Liaising with Employee and consultants to make arrangements to connect to them using Logmein or Microsoft Link and have the application installed through bridges tunnels and Cisco VPN connections or by way of network connections or on mobile hotspot connections, then Mailing The asset tags and instructions on where to place the tags on the hardware for compliance. Was also responsible for generating database exports as excel .csv files and using them to report status of the project and Submitting Daily and weekly End Of Day Progress Reports to Team Leaders, Department Managers and Stakeholders.

Confidential, Bridgewater, NJ

Application Support Specialist

Responsibilities:

• It is connected to Sanofi's back end SAP system via TIBCO integration. The position was to support the North American user community.
• Was Responsible for; Providing capacity planning, monitoring, and maintenance of designated system(s), Identifying trends or problems, Understanding, in depth, the business processes supported by the system, maintained production environments relating to online services. This included development, stage and production systems. Also ensured that applications were maintained in a manner that supports delivery of services to multiple platforms, resilience, and performance and ensured continuity of the business processes supported by one or many applications / services
• Other Responsibilities include; Change data implementation of catalog, user and customer information using Microsoft excel. csv files. Ensuring continuity and quality by owning the resolution of issues across platforms. Tracking progress and escalating as appropriate unless resolution reached, To ensure standards and guidelines are applied and maintained across applications for administration, Deploy and manufacturing and monitoring over a range of platforms that largely comprises industry standard components. This included applications, web server components and databases such as (Java, ASP, ASP.NET). To ensure application and service processes and outputs are error free and complete. Identifying faults and issues and recommending appropriate paths to resolution, and fixing as appropriate, Ensuring appropriate contingency procedures are in place for applications and that they are regularly tested. Managing change control implications for designated systems, contributing to process development and best practice. Looking at new ways to improve resilience, performance levels and supportability. To ensure that applications and related services are documented and kept current. Reviewing and ensuring complete and appropriate handover of documentation prior to operational acceptance of new or changed applications To keep abreast of technical developments of operational importance to the company and to participate in developing or setting standards as directed. Also established and maintained effective working relationships with all stakeholders.

Confidential, Morris Plains, NJ

Technical Support Analyst

Responsibilities:

• Responsibilities Include; 100% Phone based Global support. Taking 40-60 calls a day Fielding those calls with 80% first call resolution as a goal while using Team Viewer as a remote computer management platform, active directory to manage user accounts, and SSO for Simplified Sign On. Callers include supporting the Weichert Administrative support teams, Sales Force and Client Base. Calls Pertain to a variety of issues ranging From Security related, and Wired and Wireless Connectivity issues to access and File management problems, Including but not limited to more than a dozen Web Based Proprietary applications, and VOIP systems.
• Should no resolution be found escalating to the appropriate team for resolution using Heat as the call tracking system. Hardware and Operating systems supported included MS Based Desktops all in one Machines as well as laptops. Operating systems supported include Windows System Administration and Active Directory including Windows Server, Windows 7 and Windows8, Windows 10 (Java, ASP, ASP.NET) and iOs for macs as well as iPad and droid based tablets and phones.

Confidential, Madison, NJ

Technical Support Specialist

Responsibilities:

• Responsibilities Include; 100% Phone based Global support. Taking 40-60 calls a day Fielding those calls with 80% first call resolution as a goal while using Team Viewer as a remote computer management platform, active directory to manage user accounts, and SSO for Simplified Sign On, Supported and troubleshooting installed technologies such as switched Ethernet/Fast Ethernet/Gigabit Ethernet and various routing. Callers include supporting the Confidential Administrative support teams, Sales Force and Client Base. Calls Pertain to a variety of issues ranging From Security related, and Wired and Wireless
• Connectivity issues to access and File management problems, Including but not limited to more than a dozen Web Based Proprietary applications, and VOIP systems. Should no resolution be found escalating to the appropriate team for resolution using Heat as the call tracking system. Hardware and Operating systems supported included MS Based Desktops all in one Machines as well as laptops. printer management, vendor management Operating systems supported include Windows Server, Windows 7 and Windows8, Windows 10, Microsoft Office suit and (Java, ASP, ASP.NET) iOs for macs as well as iPad and droid based tablets and phones.

Confidential, Somerset, NJ

Lead Deploy and manufacturing Project Coordinator

Responsibilities:

• Responsibilities include; in the capacity Project Manager did Liaison between the inventory supply manager as well as network administrators in order to coordinate the ordering of new equipment through Coupa or salvage or old machines, imaging using SCCM, configuration, and Deploy and manufacturing of room computers, as Phase one of a project Deploy and manufacturing for Support of a Project Launch for Astra Zeneca. Support of MS Exchange and Active directory on windows server 2003 and 2008, Performing tasks such as Creating accounts, Resetting passwords unlocking accounts creating shares and restoring data from Backups, printer management, vendor management.
• Additional Responsibilities included; executive level Local and Mobility support of laptops Ipads and Blackberries as well as maintaining inventory, loading, and configuring New computers for use of specific users with windows 7 Windows 10, Office2010, Sharepoint, Windows Server, and Microsoft360, PolyCom, LiveLink mobile sales suit, Creating tracking updating and Reporting on Tickets in Clarity, Supporting Comm vault Backup software and Rightfax as well as testing and installation of the units in the office. for Phase two of the Deploy and manufacturing Project. As well as providing Daily status reports to Management regarding the progress of the project.

Confidential, Basking Ridge, NJ

Sr Technical Support Analyst

Responsibilities:

• Responsibilities included: Assist users with all Information Technology problems in areas such as word processing, spreadsheets, e-mail, shared files, printing, searching for information on the Internet, etc.
• Answered telephone calls, responded to email, web, and personnel requests for technical support From Remote VPN users regarding Windows System Administration and Active Directory issues, SQL server, SCCM, Support of MS Exchange and Active directory Performing tasks such as Resetting passwords unlocking accounts creating shares. Documents, tracked, and monitored the problem to ensure a timely resolution. Also Identified, researched, and resolved technical problems with minimal escalation Additional Responsibilities included Resolving problems for individuals and groups in an efficient manner, recognizing the proper course of action to take. Installed new applications and upgrades as needed. printer management, CRM support, and vendor management. When necessary provided one-on-one as needed for any IT resources; maintain knowledge of developments in relevant technologies and their use in the industry, making recommendations when appropriate.

Confidential, Cranford, NJ

Email Migration Consultant, Technical Support Specialist

Responsibilities:

• Responsibilities included: Serving as an Lotus Notes to MS Outlook email Migrations Specialist upon completion of the project did serve as a 1stand 2nd level Phone based support of Confidential and Merrill lynch users Call tracking systems have varied and have included Remedy, Clarity, and Service Center. Responsible for fielding roughly 30 or so calls a day while maintaining an 90% first time call resolution percentage. Subject matter of calls that range from VPN related problems as well as secure id support, to Active Directory support including Account and user group access, Recovering data from backups, Updating and Supporting (Java, ASP, ASP.NET) related issues. Managing Sharepoint Shares, Password reset and account unlocking issues, Drive mapping problems, and any of a number of Windows System Administration and Active Directory issues including Microsoft Office applications including Microsoft
• Exchange and Outlook. Also supporting any number of financial related proprietary software suites including PeopleSoft. Other hardware supported; Ipads, Iphones and Blackberries, voip phones such as Nortel and Ciscso I.P., Also providing Support for HP and Xerox Printer issues. Other Responsibilities included: Remote management of user machines using VMWare and Cisco Secure Services Client by way of Netmeeting, Dameware, Microsoft Remote Desktop Connection as well as Support Center. When possible Calling Back BP’s (Business Partners) and troubleshooting the issues they have, and either resolving and closing the issue or escalating to the appropriate department.

Confidential, Piscataway, NJ

Helpdesk Support Manager

Responsibilities:

• Responsibilities included; Coordinating 3 techs fielding calls from local and remote users using Clarify as the resident call tracking system. Performing configuration changes to remote users Utilizing programs such as Netmeeting and Dameware and visiting the desks of 300 in-house users to field a multitude of software and hardware related problems on Laptops an desktops Running various versions of MS office, VPN (virtual Private networking) as well as our proprietary front-end software packages designed to track travel and hospitality arrangements for Cardinal’s Client base. Closing 80% of the assigned tickets with first call resolution.
• Other responsibilities included; Ordering and purchasing Hardware for Deploy and manufacturings of new users locally and in the field using various brands of notebooks and desktops also assisting clients that call in on all the before mentioned programs. Also responsible Operating in the capacity of Project Manager overseeing rollouts of new software packages and standardization of PC images in addition to creating Documentation for the instruction of the installation of the Images and specific departmental setups which vary in complexity ranging from Administrative assistance to programmers and Field reps. Additional responsibilities included Network Administration, including but not limited to Account creation, Network share creation, Password resets, Drive Mappings, Server data backups and Data restorations and recoveries in addition to SQL queries, also support of Nortel and Avaya phone systems, PolyCom, PBX data punch down management in the server room, configuring and installing technologies such as switched Ethernet/Fast Ethernet/Gigabit Ethernet and various routing related technologies.

Confidential, Tinton Falls, NJ

Remote Support Tech

Responsibilities:

• Responsibilities included; being one of 25 techs fielding and recording roughly to 20-40 calls a day out of the desks total incoming volume of per day into Remedy. Closing 80% with first call resolution from an international client base using Various versions of MS Exchange and Outlook among other e-mail platforms as well as our proprietary front end software packages Like SMS (Short Messaging Service) Which was used to send short text messages by way of cell phones to cell phones or from pc to cell phones, Message Reach; which was designed to allow Xpedite clients to solicit their potential customers with mass broadcast of websites which would otherwise be too vast a number to send in regular e-mail Commonly consisting of HTML code, also assisted users in the use of MS Excel to create .CSV files representing the target recipient lists. Fax2Mail and Fax Reach, for large pc to fax broadcasts, as well as
• Voice Reach, for voicemail and text to speech broadcast on behalf of schools for outages or billing transmissions by phone. Also Xweb designed as interfaces to transmit by phone as fax or e-mail in the form of web pages to multiple recipients through Unix and Novell based servers. Other responsibilities included; Error queue Maintenance and inbound e-mail profile change requests from customers, as well as job resends and over the phone tutorials to clients that call in on all the before mentioned programs. When phone or high speed vendors needed to be contacted we also had to escalate the error ticket and communicate with the provider and follow up with all related personnel and see the issue through to completion.

Confidential, NJ

Owner operator, Freelance Computer Consulting, Project Coordinator

Responsibilities:

• Contractual Project based roll out, Windows 2000 advanced server network and Windows XP desktop administration for multiple clients 4 printers and ten users. Ezra Sutton law in Woodbridge, NJ. Other clients included C&L Auto Body and Towing in East Hanover, NJ, Where I networked 8 machines for peer to peer use with Microsoft networking. Using a DSL internet connection for file and print sharing, and a proprietary system known as Towstore, designed to manage records for the daily operation of the company. Also; Confidential . Where I set up VPN Dialing and file and print sharing so the board of trustees could work from home. Also several others with home owned networks including wireless and file and print sharing users. Also was contracted on more then one occasion to install several DSL and Cable Home users with Wired and wireless routers such as D-link, Netgear and Linksys as well as Installing and users on Blackberry Tungsten and Windows CE based pocket PCs.

Confidential, Rockland, NY

Field Service Installation Support Tech

Responsibilities:

• Microsoft Exchange Server, and NT 6.0 Server. Other responsibilities included; maintaining logs of daily activities on the company intranet sight. Keeping track of Inventory and communication with the home office for assignments.

Confidential, Morristown, NJ

Field Service Lead & VPN Installation Support Tech

Responsibilities:

• Responsibilities included; traveling nationally to various Sales Meetings and installing Communications Manager (An email and database synchronization program), Internet Explorer, and AT&T Global dialer. Other responsibilities included; configuring the dialer to operate with Secure ID cards. And standing by during to assist with any technical issues. Responsibilities also included; contacting 150 Field sales personnel for the purpose of verifying compatibility, sending them the CD and assisting them with installing VPN (Virtual Private Networking) As well as SMS (Microsoft Short Message Service) on their Machines over the phone.

Confidential, Annandale, NJ

Senior Helpdesk Support Management Consultant

Responsibilities:

• Responsibilities included the implementation of helpdesk call-tracking procedures, allocating responsibility of helpdesk issues to other consultants fielding calls and providing first level support for users on Windows95 desktop PC's, on a network utilizing Novell as well as NT Client Software. Other responsibilities included opening task logs and allocating them to the desktop support and network personnel. Other software supported is MSoffice97 pro, Lotus Notes 5 and Internet Explorer 5.0 and AT&T Global Dialer.

Confidential, Union, NJ

Desktop Support Manager

Responsibilities:

• Responsibilities include the installation, configuration, troubleshooting and repair of firm standard software systems for desktop users. Using Windows98 adobe pdf creator, Microsoft Office Pro. and MS Access as their primary database tracking system. Other responsibilities included; the installation service and repair of shared peripherals Such as Printers, Copiers and Fax machines.

Confidential, Cedar Knolls, NJ

Software Support and Manager

Responsibilities:

• Responsibilities include the Installation of Time Matters, a Time management program used primarily by law firms. Time slips a Finance management program and HotDocs a document template creation program on customer owned networks and desktop PCs. Other responsibilities include Creating and implementing schedules for customers on the before-mentioned software systems as well as fielding helpdesk calls from users after the is completed on a contract basis..

Confidential, South Orange, NJ

Helpdesk Project Management Coordinator, and Supervisor

Responsibilities:

• Responsibilities included; Supervising the Programming of Lotus Notes and student workers on fielding calls and providing first level support for Student users on Windows95 Laptop and desktop PC's, On a network utilizing Novell Internetware Client Software. Overseeing the opening of task logs and allocating them to the desktop support and laptop repair personnel or network personnel in whichever building/department the trouble exists. Other software supported is MSoffice97 sr-1, 4.6 and Netscape Communicator 4.05. and Internet Explorer Other Responsibilities included; implementing standards of operational procedures and product standardization for student Laptop support program.

Confidential, Morris Plains, NJ

Helpdesk Support Technician

Responsibilities:

• Responsibilities include Using Windows95 Plus On a network utilizing TCP/IP network protocol, the support of about 150 off sight users with laptops. Assisting users in accessing the Novell NetWare network using PPP Dialer. Other responsibilities include phone support of shared peripherals Such as Printers, Copiers and Fax machines also generally proficient in the use, maintenance, of Microsoft Exchange and Outlook, PowerPoint, and Excel. Going to the desk of end users for hands on repairs.

Confidential, Oldwick, NJ

Senior Desktop Support Technician, Migration Project Manager

Responsibilities:

• Responsibilities include the installation, configuration, troubleshooting and repair of firm standard software systems for desktop users. Using Windows95 Plus On a network supporting Novell 4.x utilizing network protocols such as TCP/IP, Configured in Token Ring Topology. Other responsibilities include the installation service and repair of shared peripherals Such as Printers, Copiers and Fax machines. Was also responsible for the, support, maintenance, and of Microsoft Exchange and Outlook, PowerPoint, and Excel.

Confidential, Parsippany, NJ

Helpdesk Support Technician Consultant

Responsibilities:

• Responsible for fielding calls over the phone, going to the desk of end users for hands on repairs. Other responsibilities include installation, configuration, and repair of software systems, the support of about 40 off sight users with laptops. Assisting users in accessing the Novell Netware network using PPP Dialer. Software supported was Windows95 and Win3.1, Ccmail, Netscape Navigator, PowerPoint, Lotus Notes and MSOffice Pro.

Confidential, New York, NY

Senior Desktop Support Technician. Consultant

Responsibilities:

• Responsible for the installation, configuration, and repair of firm standard software systems. Including Windows95 Plus on a network supporting Novell 3. And 4.x utilizing network protocols such as TCP/IP, IPXODI and NETBIOS. Other responsibilities include the support of about 300 in/out of house users with 70% of the users being off sight users with laptops. Accessing the network using PC-Anywhere. The remainders of the persons supported are administration personnel using software such as MSoffice 7.0, Fox Pro (As the in house personnel tracking system.), and As the Data Base system needed to support the legal information used by the many CPA's on and off sight Lotus Notes is used. Other software supported is Ccmail, PowerPoint, and Excel. The firm standard Accounting System software is AS2. ATS Automated Time and Expense tracking system track time and expenses.

Confidential, New York, NY

Field Service Team Lead, Coordinator

Responsibilities:

• Was responsible for the installation and integration of proprietary Unix based servers as well as writing documentation and materials for standards of process for the installation repair, maintenance of Knight Ridder Market Data equipment. Keeping accurate inventory, maintaining personal logs off site visits and works performed.
• Responsibilities included: Integrating, and repairing Knight Ridder Proprietary Data receivers into various customer owned LANs and WANs, such as Novell Netware, Windows NT, Windows for Workgroups, and Windows 95. Utilizing Protocols such as NetBIOS, Netbeui, IPX, IPXODI, and TCP/IP. Familiarization and hands-on experience with various types of remote virtual networking programs (or VNP's) used for remote diagnostics purposes such as PC-Anywhere As well as various Network hardware like LAN Cards, printers, Zip drives, modems, and various cables such as 10BASE-T, and BNC connectors, as well as running cables. Other responsibilities included: communicating with customers by phone concerning troubles with the KR. Equipment, The of 4 new techs., on the installation, troubleshooting, and the repair of KR systems.

Confidential, Clifton, NJ

Network Administrative Assistant and Help Desk Operations Manager

Responsibilities:

• Responsibilities included; Assistant LAN Administrator of an IPX WAN with 150 users, which I installed including cables, LAN cards, software, and user rights as well as 10 call-in users using laptops.