SUMMARY:

• System Support Specialist with extensive experience administering PC's in server and workstation configurations including expertise with a wide variety of networking technologies and products.
• Possesses excellent analytical and diagnostic aptitude, proficient at finding resources to ensure minimal end - user downtime.
• Detail oriented, self-motivated, team player with exceptional communication and interpersonal skills able of interacting with all levels of users from Senior Executives to remote end users.

SKILLS / TOOLS:

Software: Office Professional (Word, Excel, PowerPoint, Outlook, OneNote, Publisher, Access) Norton Antivirus Corporate Edition, Lotus Notes, Microsoft Internet Explorer, Chrome, Mozilla Firefox, Adobe Acrobat, Photoshop, Dreamweaver, Malwarebytes.

Operating Systems: Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10, Windows Server 2008/2012/2012 R2

Hardware: Desktops, Laptops, Printers, Fax Machines, IPhone, Android, BlackBerry, Routers, Switches, Hubs

PROFESSIONAL EXPERIENCE:

Desktop Support 

• Provide Desktop Support for local and remote offices.
• Provide Remote Support for remote users in the US and UK using Bomgar Remote Desktop.
• Tracking and classifying incoming incidents or service requests using Salesforce.
• Administration of Active Directory which included creating new user accounts, new workstations and permissions.
• Administration and installation Kaspersky Antivirus.
• Administration, Installation and Troubleshooting of RingCentral VoIP telephone system, RingCentral Glip for interoffice communication and RingCentral Meetings for videoconferencing.
• Administration of Dell KACE K2000 including setting up new images and setting up Software in the Post Installation.
• Image Dell Laptops using KACE k2000
• Administration of Office 365 including setting up new users, creating Distribution Lists and assigning licenses.
• Installation and configuration of Cisco AnyConnect Secure Mobility Client for VPN
• Installation and configuration of Cisco NAC Network Admission Control
• Using Chocolatey scripts to automate software installs
• Provide computer / software training for new employees.
• Setup Audio / Visual Equipment for conference and training rooms.

Desktop Support 

• Receive calls for end users create Incident tickets or Service Request tickets, logging all pertinent Information.
• Tracking and classifying incoming incidents or service requests using PDSM.
• Attempting initial solutions by using Knowledge Base Articles and by troubleshooting using Remote Desktop (VDI).
• Provide initial assessment of categorization and prioritization for reported Incidents and Service Requests
• Supported Kronos Time Tracking software from the desktop side including installing and configuring Java / Internet Explorer.
• Supported GRID (Citrix XenApp) which included resetting sessions and resetting GRID profiles.
• Supported Microsoft Office 2010 and 2016 including setting up Outlook to connect to either Exchange or IMAP depending on the users account.
• Provides initial support, targeting a higher level of first contact resolution
• Ensure Incidents and Service Requests are properly escalated and assigned to appropriate support groups.
• Perform hierarchical escalation to Service Desk Management and Incident Management

Field Tech  PC Repair Residential / Small Business

• PC Repair
• Virus and Spyware Removal
• Wireless Routers and Networking
• Custom Built Workstations and Servers
• Voice and Data Cabling
• Network Repair and Troubleshooting
• VPN, Firewall, Routers, Switches, Corporate Virus Protection
• Dial-up, DSL, and Cable Installations for Home and Office
• Upgrades
• New System Setup and Data Transfer
• Data Recovery
• Backup
• Remote Support
• Server Administration - Active Directory, Exchange, POP3, File Sharing,
• PC Maintenance

Active Directory Migration 

• Image PC’s using Norton Ghost with Corporate Image
• Run Migration Scripts on Test PC’s for AD Migration
• Monitor Email Boxes for AD Migration

Sales Support 

• Setup and configure Kodak PACS/RIS Demo PC’s for sales department.
• Installation of Totoku Diagnostic monitors for Kodak PACS systems.
• Responsible for inventory of all Kodak Demo PC’s and Servers.
• Provide phone support to Sales and Field Engineers on PACS workstations.
• Responsible for setting up all PC’s and Servers for Radiology Trade Shows.

Desktop Support

• Provide on-site repair to MCI and Ericsson.
• Image PC’s using Symantec Live State (CCM)
• Installation and setup of network printers.
• Replaced Dell Warranty parts on Desktops and Laptops.
• Replace hardware as needed to keep PC’s up to standards.
• Perform repairs of PC’s and laptops at the component level.

Desktop Support Specialist / Network Engineer

• Provide on-site and off-site repair and upgrade services to small businesses.
• Provide customer support via telephone, e-mail, or by personal visitation.
• Data recovery.
• Troubleshooting and resolution of software problems.
• Provide maintenance and administration of servers.
• Responsible for changing out Backup Tapes using Veritas Backup Exec Software.
• Maintain user account information including rights, security and systems groups.
• Install PC's including operating systems installation and hardware.
• Configure VPN Access for various Clients.
• Setup new users in Active Directory and Exchange.
• Configured Outlook XP / 2003.

Electronics Technician 

• Facilitate problem solving of Remote Detection Systems and other NAVY equipment.
• Petty Officer over 5 subordinate Technicians while working on board a Navy ship.
• The day to day activities included assisting employees in the job duties and handling employee issues.
• During this time period I learned how to motivate people to do the job assigned to them by either showing them that I had done the job before or that I was willing to do the job with them.
• I also learned about employee discipline by praising in public and disciplining in private to motivate employees to do their very best at whatever they do.