PROFESSIONAL SUMMARY

Military veteran CompTIA certified with A +, Net+ and Security+ disciplines {additional IT certifications still pending}. Dual asset with extensive administrative - office support & customer service backgrounds that included managerial assignments. Experienced & successful working within inbound/outbound call-center environments. Enabled with strong communication and organizational skills that is confirmed with an established client service satisfaction rate within high percentiles.

TECHNICAL SKILLS

Networking: Configuring & managing secured Win Server AD DS, IT assets management.VM & Virtualization, Securing intranet/internet resources. Creation or management of workstations, O/S deployment & migration services, Remote desktop assistance. Network mapping and maintenance for hardware peripherals, Wi-Fi install & adaptability, Access points & network setup & maintenance.

Software: Win XP/VISTA/7/8, Server 2008, MS Office 2007-2013, Antiviral Suites (Real-time & Residential), Firewall management, Remote Desktop Management {DameWare & PDQ Deploy}, Citrix, VMware & Oracle Virtualbox, LivePerson & LifeSize video conferencing tools, and Security Management packages.

Hardware: Desktops, Laptops, Mobile Devices, Wi-Fi-APs, Routers, and Switches, Office-support machines (various OEMs). Partition formatting EIDE, SATA, SCSI, and SSDs. Performing data maintenance, Imaging & Recovery protocols. Knowledgeable with AS400 systems.

PROFESSIONAL EXPERIENCE

Confidential - NYC, NY

Helpdesk Technician Level I - III 

• Designated Team Leader assisting IT Manager with networked mobile workstations & devices configured for conference assembly.
• Setup & established VPN connection for international energy conference.
• Arranged & connected mobile tablet workstations for conference hosts & attendees at fixed points.
• Coordinated & directed workflow efforts via 2-way radio communication system.
• Managed on-the-spot troubleshooting as needed throughout the conference.
• Disengaged hardware to be repacked & prepared for return shipping.
• Transferring & re-installing office IT systems to new company location.
• Setup office workstations with predetermined office software package installations (that included Win 7 & Mac OS direct or via migration installs, MS Office 2010 & 2012, Outlook, Adobe PDF Creation, internet browsers & HP, Toshiba, Canon & Lexmark printer packs in accordance with new office floor plan layouts.
• Setup & configured network printers, fax machines and copiers.
• Responded to, prioritized & resolved inbound helpdesk tickets initiated via phone & office emails along with managing escalations via Spiceworks ticketing system.
• Setup hardware and software packages for workstations & mobile devices support to End-Users.
• Assisted Network Team in managing end-user’s compliances regarding online/offline policies in accordance with company IT protocols via Windows Server 2008 AD DS management.
• Created new users while managing currents end user’s functionalities via Windows Server 2008 AD DS.
• Build and configured (physically or with HD backup drives) new user’s desktop and laptop workstations then executed workstation transfers to new locations.
• To conserve bandwidth reserved for AD DS-specific activities, PDQ Deploy software package utilized to perform most software deployments, roll-outs, and maintenance checks.
• Managed and maintained office-support hardware; video conferencing protocols, printers, copiers and fax machines.
• Setup, managed & performed 1-way or open office video conferencing via LifeSize Room 220 & LivePerson tools.
• Established VM-BETA environments for assigned IT project workflow via VMware and Oracle Virtualbox models.
• Researched & implemented new security full encryption software & protocols package for mobile device workstation groups.
• Assigned to corporate branch unit: Disaster Relief/Recovery Team.

Confidential - Brooklyn, NY

CEO/Tutor  

• Facilitated within study-group environments the development, enhancements, and advancements of IT study for various IT certification disciplines.
• Provided learning materials used within one-on-one & group interactions
• Assigned lab exercises to reinforce practice of learned material.
• Setup & implemented VM-BETA environments coordinating with lab exercises.

Confidential, NY

Recipient Contact Care Representative  

• Consistently resolved customer difficulties in an expedient and tactful manner.
• Possessed strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times.
• Troubleshooting client accounts as needed per parent organizational protocols.

Confidential - Brooklyn, NY

Eligibility Specialist II 

• Determined initial applicant eligibilities for individual and/or family social services assistance intake programs.
• Conducted face-to-face and/or phone interviews in accordance with social program objectives.
• Calculated applicants/client monthly financial budgets determined by program criteria.

Confidential – Brooklyn, NY

Shift Supervisor  

• Successfully managed diverse, cross-functional 30-member teams within call-center environments servicing & maintaining company clientele accounts for roadside assistance. Satisfying corporate productivity, quality and bottom-line objectives.
• Member of company Marketing Development & Implementation deployment team.
• Operated and managed 10-member teams engaging newly implemented client GPS services & roadside assistance dispatch programs.
• Highly-effective trainer-skill set working with established company training protocols that resulted in efficient workload transitions. Coupled with a high percentile of 90% of employee retention ratio after training & probation periods.
• Secured successful interactions covering all parties in concern; Company, Clients & Roadside Assistance Service Vendors {Nation-wide} to incorporate generate repeat and referral business resulting in 37% increased client base.

Confidential – Uniondale, NY

Collection Specialist  

• Designed and implemented client payment schedules for delinquent credit accounts to zero balances.
• Processed client scheduled account payments via inbound calls and wire transfers.
• Team trainer for collection protocols utilized for client collection units.