SUMMARY:

• 10+ year Customer Service
• 10+ years TeleMagic CRM application maintenance and support
• 7+ years Hardware and OS support
• 10+ years Windows & Novell systems
• 7+ years Development and maintenance of many custom application using Visual Fox Pro (VPF)
• 3+ yeas Designed and developed back - end web application using Active Server Pages & JavaScript
• 4+ years development and maintenance of custom application using Visual Basic

TECHNICAL SKILLS:

Administration: Microsoft Active Directory, Exchange Server

Office Software: MS Word, MS Excel, MS Outlook (OWA), TeleMagic, WordPerfect

Office Suites: Anti-Virus Suite, Anti-SPAM, MS ExchangeOS: Window 7, MS Vista, MS XP, Windows 2003, Windows 2000, Win98, Win95, MS Dos

Application Development: ASP, JavaScript, VB6, VFP, Html, Excel, MS Access

Database: Visual Fox Pro (VFP 5 & 6), Dbase 3 & 4

Misc.: Mass Emails, Customer Service, Staff

Network: Routing, TCP/IP, Hubs, Switches, Firewall, Network Connections, Wireless

PROFESSIONAL EXPERIENCE:

Confidential

HelpDesk / Deskside Support

Responsibilities:

• New Hires workstation setups
• Re-Image /Reload of Laptops & Desktops (SCCM)
• Leavers /Terminations workstation retrieval & hard drive wipes
• Performed end user Outlook re-configuration to Office365
• Documentation (KB) of Level II & Level III issues and resolution for the IT HelpDesk
• End User Deskside Support (desktop, laptop, tape, peripherals, memory, printers, Avaya phones)
• Various User equipment Adds, Moves and Changes
• Prioritized, documented, and resolved ticket work orders (Service-Now)
• (Active Directory / rDir) maintained user account rights, passwords and security of end users
• Installed, upgraded, trained new users on computer and general software
• Implementing new technologies organizationally
• Troubleshooting MS Windows 7

Confidential

MS Outlook Specialist

Responsibilities:

• Performed end user Outlook re-configuration to accept Exchange Mail Server emails legal retention policy
• Outlook PST (personal folders) migration of several hundred desktop & laptop with Window 7, XP, Mac OS, VMware
• Support said task and ensure end-users’ satisfaction of their outlook functions and ps

Confidential

Deskside Support

Responsibilities:

• Hardware setup & installation (desktop, laptop, tape, peripherals, memory, printers)
• Software installation and configuration (Outlook/ Exchange, MS Office, IBM HOD, Lotus, Acrobat PDF & various other)
• MS Outlook configuration, PST management, PST/OST maintenance, PST archiving & retention
• Diagnosed, troubleshot, and resolved end user software installation
• Daily reload of user’s computer data & settings to working order
• (Active Directory) maintained user account rights, passwords and security of desktop users
• Assisted in re-stack of company’s scheduled users’ workstations (several hundred)
• Prioritized, documented, and resolved ticket work orders (BMC Remedy & PeopleSoft).
• Installed, upgraded, trained new users on computer and general software
• Monitored the ticket system queue and addressing end user issues
• Documentation (KB) of Level I, Level II & Level III issues and resolution
• Assisted in company’s re-fresh project old equipment to new equipment (several hundred)
• Daily moves of scheduled users’ workstation
• Conference Room and Work Lab computer setup and network connections
• Cisco Phone assignment and tracking of Mac. addresses and extensions, level1 phone troubleshooting & installation

Confidential

Software Engineer

Responsibilities:

• Client Custom Service and Support
• Integrate the company Ira Confidential & Co. into the new parent company Confidential , Inc.
• The migration of company data from latency CRM to new CRM
• Design and implemented a clients' online daily/monthly statements retrieval and viewing system (using VFP, ASP & JavaScript)
• Install/Upgrade/Train staff on MS Outlook, MS Word

Confidential

Desktop Support Technician / Application Support Specialist

Responsibilities:

• Universal support role focused on application, deskside, and server support activities
• Deskside support included handling multiple tickets per day for traders and other brokerage staff
• Responsible for building an average of 6 servers per year as well as the day to day maintenance of the in-house data center
• Diagnosed, troubleshot, and resolved clients’ software installation
• Tracked and documented customer call inquiries and emails
• Trained clients on office visits
• Setup and configured company’s new desktops & servers
• Active Directory user account setup, modification/configure & removals
• Windows NT/ 2000/2003/2008 administration and troubleshooting
• Website and Windows IIS Installations and Disaster Recovery
• Troubleshot, maintained, and resolved staff desktop hardware and software issues
• Troubleshot staff’s MS Exchange, MS Internet Explorer, FireFox and other browsers
• Developed and maintained custom WebPages using ASP & JScript for company’s website
• Local area network (LAN) setups TCP/IP, switches, hubs

Confidential

Customer Support

Responsibilities:

• Answered customer calls and emailed then resolving problems in a timely fashion
• Logged incoming tickets, incidents and inquires
• Documentation of Level II and III issues and resolution
• TeleMagic CRM support
• Hardware setup & installation (NIC, tape drives, peripherals, memory, printers)
• Company workstation’s software inventory audits
• Computer OS installations, upgrades and backups
• Local area network (LAN) setups TCP/IP, Wireless setups