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Help Desk Specialist Resume

White Plains N, Y

Technical Skills

  • BES Administration for MS Exchange v4.1 & 5.0, MS Outlook 2010/2007/2003 , Lotus Notes v6.5/4.1,Citrix, Interwoven File Site / Mail site v8.1, Computer Associates Arc Serve, VERITAS Backup Exec; Microsoft Office 2010/2007/2003 , Microsoft O365,
  • DWG Viewer, MS O365, MS Lync, Norton Utilities and Anti-Virus, Ghost, VPN,
  • Active Directory, Terminal Server, Dame Ware, Microsoft Remote Access, Remote Desktop, Net Meeting, Bloomberg, Remedy, BMC, Cisco Unity Call Manager Administrator v5.1. Sales Logix CRM, SMS/SCCM 2007, iNews
  • Hardware: HP SFF, Dell Optiplex PCs; IBM Lenovo & Dell Laptops and tablets, RSA Secure ID Tokens, Cisco 7961 VOIP telephones, handheld scanners
  • Wireless Devices: RIM Blackberry devices, Droids, iPads, iPhones, and Air Cards
  • Operating Systems: Microsoft Windows 7, XP Pro & 2000.
  • Knowledge of using EMS and EMC
  • Knowledge programming in Microsoft SQL Studio
  • Knowledge of VMWare
  • Lotus Notes 8.5

Professional Experience

Confidential Mobile Support Analyst Montvale, NJ 4/14- Present

  • Maintain Inventory of hotspots and air card devices.
  • Distribute hotspot Devices – for over 40 offices within the United States.
  • Support over 9000 Mobile hotspots and air cards
  • Respond to helpdesk tickets within SLA requirements.
  • Liaison between vendors and KPMG
  • Troubleshoot all technical and hardware issues with hotspots

Confidential Universal - Englewood Cliffs N.J

Desktop Support Analyst – Contract

  • Resolved PC issues remotely using LogMeIn
  • Imaged PCs for Windows7 Pro
  • Resolved MS Office 2010 issues
  • Created Exchange Mailboxes and Active directory accounts
  • Resolved Citrix access problems – resolved users citrix issues while connecting at home
  • Added PCs and Laptops in Active Directory to CNBC’s domain
  • Experience installing and troubleshooting iNews includes Production toolbox, decko and frost add-ins

Micro Data Systems / Confidential - Tarrytown, NY

Desktop Support - Contract

  • Desktop Support Analyst working at their Client Site American List Council troubleshooting desktop support issues for American List Council employees
  • Maintained Backup tapes and restore
  • Managed Active directory
  • Experience with O365 –Experience with access problems
  • Configured ipads and iphones for company email access
  • Experienced troubleshooting MS Lync issues
  • Knowledge using EMS –Created Shared Mailboxes

Confidential - Valley Cottage, N.Y

Integration Project - Contract

  • Main Contact with Union Bank based in California to assist with IT migration of check processing company into Union Banks IT environment –
  • Successful completion of responsibilities required thorough understanding of network topology
  • Responsible for time management reports of all hardware and software used within Klik environment.
  • Troubleshooting PC issues for Klik employees
  • Resolving FTPS sites within Klik to communicate with outside FTP sites
  • Troubleshooting Klik web applications with Union Bank that are being integrated into Union Banks Domain - Successful completion of tasks required professional communication with Union Banks IT department
  • Analyzed ACL rights to group folders and survey Active Directory groups

Confidential – White Plains, N.Y

Desktop Support Level III - Contract

  • Rebuilt Dell PCs – Replaced system boards & power supplies. Imaged PCs
  • Resolved Windows 7 pro and XP issues
  • Resolved issues in MS Office 2003 &2007
  • Resolved citrix access problems – resolved users citrix issues while connecting at home
  • Resolved users application problems remotely using Dame Ware utility
  • Assisted supporting over 1000 users –successful support required in depth understanding of users issues and being able to explain problem and resolution to users
  • Effectively resolved wireless connectivity issues with “COWs / WOWs” accessing patient care applications.
  • Freedom Cash – Allowed employees to purchase food in cafeteria with credit card. Successfull troubleshooting required understanding of communication between cash register and network
  • Calibrated Wired and Wireless handheld scanners

Confidential – White Plains, N.Y

Service Desk Analyst- Contract

  • Worked on the helpdesk supporting approximately 1600 users for the NY Power Authority in Windows 7 and XP environment
  • Increased users Personal network drive space using storage control utility
  • Added users to Active directory Groups
  • Created Exchange distribution groups
  • Resolved Citrix connectivity problems and configured remote fob key
  • In-depth experience with Resolving PC hardware and software problems
  • using remote access software
  • In depth knowledge of troubleshooting MS Office 2003 applications
  • Scheduled Web meetings using ATT Web Meeting web site.
  • Excellent customer relations and communication skills
  • Installed MS Apps using SCCM

Confidential - Ridgefield Park, N.J

Health Care Provider

Desktop Support Administrator

  • Supported over thirty remote offices in Windows XP environment
  • In-depth experience with troubleshooting and resolving PC and software application problems using remote software.
  • Created Exchange Mailboxes and Active directory accounts
  • Introduced initiatives within IT department that improved companies hardware performance
  • Initiated the use of PC/Laptop imaging in the IT department for Dell Laptops/Desktop configurations
  • Configured and thoroughly tested Windows 7 in company’s environment. Purpose was to test compatibility with existing applications

Confidential - Elmwood Park, N.J

Engineering Firm

Help Desk Specialist Level II

  • Unlocked network accounts via Active Directory.
  • In-depth experience with troubleshooting and resolving PC and software application problems using remote software
  • Ability to troubleshoot and resolved remote access via wireless routers & VPN
  • Advanced Blackberry troubleshooting
  • (Email Support – Outlook)
  • In depth experience supporting MS Office 03/07 Installed DWG Viewer for AutoCAD engineering diagrams on PCs’

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