PROFESSIONAL SUMMARY

Motivated IT Support Manager with 15+ years of Information Systems business development experience in various industries. Diversified in different proactive and security technologies such as Avira and Gdata. Ability to meet and exceed challenges and master new technologies combined with people management and customer service skills. Recognized for team leading and project driving excellence focused on quality service delivery.

TECHNICAL SKILLS

• Active Directory
• Executive Support
• TSM Back up Administrator
• File and Print Server Management
• Management and Supervisory Skill
• Microsoft Office
• Building Security Administrator
• Citrix Administration
• Mobile Device Management
• Junior Network Administration

PROFESSIONAL EXPERIENCE

Confidential, Middletown, CT

Help Desk Supervisor

• Manage a team of support personnel who troubleshot IT issues.
• Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Ensure maximum issue resolution in minimum time.
• Evaluate new information systems, products or services and suggest changes to existing products or services to better aid the end user.

Confidential, New Canaan, CT

Technical Support Engineer

• Ensure proper security policies are present in workstations with Avira and Gdata.
• Update records in APM, track workstations using asset tags and proprietary naming convention, activate assets by assigning users via Absolute Management.
• Create user accounts and PC workstations; setup security policies using Active Directory.
• Server administrator. Oversee upgrade projects that include HP servers and KVM’s installs.
• Managing server TSM Backup and restore. Monthly install of patches to ensure compliance.
• Conducting projects that ensured full setup and testing of IT equipment to new locations of over 1300 employees throughout Confidential .
• Manage and support telecom devices including audio\video, mobile phones and tablets.
• Communicating with leaders and team members about events, policy, and change management procedures to ensure excellent service delivery to the end user.
• Distributing of Lotus Notes home grown incidents\request tickets throughout the team and ensure resolution of these within SLA time or better. Documenting resolution and communicating with the end user of progress and resolution.
• Mobility leader. Managing mobile devices including Blackberry, iPhone, iPad, and Androids. Creating\managing mail accounts through BES. GOOD for Enterprise and MobileIron.
• Responsible for ensuring team maintains a zero tolerance defect risk by generating routine compliance checks with respective teams for Avira and Gdata.
• On call remote support via TeamViewer and a virtual private network.
• VIP dedicated support for Executive Management Group with a “white glove” support.
• Install and assist terminal users with new inventory management system (RTIMS for IFS).
• Participate and conduct weekly and monthly meetings to plan upgrades, audits, reporting, and policy changes and updates with team, senior leadership, and other IT groups.
• Imaging PCs using Dell image process through a server.
• Properly named computer using asset tags and proprietary name convention.
• Moved PCs to a workgroup and set up security policies using AD.
• Moved and set up PCs to new locations, tested/confirmed connectivity and cables.

Confidential

PC/Server Maintenance and Back - Up

• Supervisory and lead role in installing approved hardware and software.
• Perform daily backups for 55 servers and 100 PCs.
• Research, recommend and implement Acronis as backup software for PCs.
• Maintain inventory of servers and PCs at corporate headquarters.
• Perform and maintain tape rotation.
• Performed updates and upgrades to OS.
• Supported Server Administrator in day-to-day activities.

Confidential

Help Desk Supervisor

• Manage a team of support personnel who troubleshot IT issues.
• Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Ensure maximum issue resolution in minimum time.
• Evaluate new information systems, products or services and suggest changes to existing products or services to better aid the end user.

Confidential

Citrix Junior Administrator 

• Manage Citrix environment and server infrastructure for more than 500 users.
• Troubleshot servers for policy applications and hardware issues.
• Manage server updates, maintenance, connectivity and application issues.

Confidential

Desktop Support Level 1 & 2

• Performed swap process by replacing PCs and migrating user data.
• Responded to help desk and support calls, resolved and updated tickets using Outlook.
• Responded to help desk calls resolved and updated tickets using home grown system.
• Troubleshot wireless internet and server connectivity issues for PC’s.
• Experience managing Active Directory.
• Responded and promptly solved real time reported issues by end users on the spot.
• Analyzed and troubleshot various PC issues for residential customers.
• Performed, upgraded and maintained hardware/software installations.
• Configured PC system security.
• Installed peripherals including printers, fax machines, scanners, and smartphones.
• Provided customers with education, options and recommendations for technology needs.
• Set up, configured, upgraded and troubleshot windows 95, 2000, XP, Vista, Windows 7, Windows 8 and Windows 10.
• Configured networks with devices like Blackberry, IPhone, and HTC droid phones.
• Troubleshot and managed HP, Brother, Ricoh, and Cannon printers and fax machines.
• Removed system malware and viruses with Combofix and Microsoft Security Essentials.
• Use of maintenance software like Spybot, CCleaner, Adaware, Malwarebites, and more.
• Knowledge of Microsoft Office suite 2003, 2007, 2010 and Office 365.
• Backed up systems data with Tivoli Storage Manager on Managed workstations