SUMMARY:

• Information Technology Specialist
• Tech - savvy, process-driven IT support professional experienced in providing support, troubleshooting and installation of complex, multi-platform IT systems.
• Extensive history of giving expert and creative solutions to customer problems to ensure customer satisfaction and prompt resolution of issues. Proficient at rapidly identifying simple issues and resolving root cause of complex technical issues due to outstanding analytical, organizational, and problem-solving skills. Record of success performing configuration, repair and deployment of computer workstations, laptops, tablets, phones, thin client terminals, printer and other peripherals.
• Skilled at designing, constructing, and supporting LAN / WAN network systems. Familiar with standard telephony admin, setup and troubleshooting.

AREAS OF EXPERTISE:

• Help Desk
• NOC
• Warranty Support
• Break / Fix
• Escalated / Tier 3 Support
• Remote Desktop Support
• Network Account Setup
• Security / Disaster Recovery
• On site / Field Support
• Trouble Ticket Systems
• PC Imaging
• Vendor Installations

TECHNICAL SKILLS:

Hardware: Install, support, and upgrade multi-platform systems, including Windows / Mac / UNIX / Linux OS, wired / wireless network components, (LAN / WAN), peripherals, routers, switches, firewalls, channel service units / data service units (CSU / DSU), printers, telephony and network appliance servers.

Software & Utilities: Excel at employing diverse software and tools to monitor, analyze, and enhance networks, including anti-virus / malware software, disk utilities, data backup systems, and firewall tools, as well as diverse enterprise desktop, web-based software and proprietary applications. Moves, adds and changes (MAC). Acronis, Adobe, Avaya, AutoTask, Azure, Cisco, Citrix, Kaspersky, LANDesk, LogMeIn, McAfee, N-central, Norton, O365, Remedy, SCCM, Shoretel, Telepacific, TrackIt, VMware, WebRoot.

Protocols & Services: Expertise spans use and configuration of BGP, DHCP, DNS, FTP, HTTP/HTTPS, IRC, NNTP, OSPF, POPD, RIP, SMTP, TCP/IP (ICMP, UDP), and Telnet protocols and services.

PROFESSIONAL EXPERIENCE:

Confidential, Bay Area, CA

Responsibilities:

• Sole site technician responsible to schedule and perform daily PM of 342 business enterprise Kyocera printers, faxes and copiers. Prioritize and work call tickets to troubleshoot, repair and maintain 100% uptime in a Healthcare clinic environment.
• Monitor devices using a network application to reduce need of ticket creation. Evaluate need and use of devices in areas as requested.
• Work in conjunction with site IT department to install and configure devices on network as needed.
• Documentation of work performed for ticketing system and warranty repair submission. Report weekly and monthly toner and parts inventory status to client and corporate office. Vendormate registered and credentialed.
• Disassembly and reassembly of 100+ laptops for the purpose of replacing motherboards as part of a recall by the manufacturer.
• Inventory and documentation of onsite equipment. Installation of server agent software on physical and virtual servers for remote monitoring and providing technical support as needed.
• Provide NOC managed services for clients per established SOP given by each. Live monitoring, maintenance, troubleshooting and support of their and our servers, networks, phone and badging systems via web based tools and ticketing systems. Work with vendors as needed to accomplish goals. Onboarding and offboarding of employees, including the setup and rescinding of server, email, VOIP telephone, mobile devices and internally / externally hosted application services accounts.
• Consolidation of recently merged companies. Relocate workstations from old buildings to new. Confirm new environment connections to domains, servers, printers and map drives as needed per user.

Confidential, New York, NY

Computer Technology Specialist

Responsibilities:

• Deliver customer account / equipment maintenance and pro-active technical services to clients throughout NYC area, including individuals, home offices, and small businesses.
• Perform installation, configuration, and troubleshooting of hardware, wired / wireless network systems, printers, copiers, mobile network / communication devices and other peripherals.
• Executed and supported data backup and recovery plans. Liaise with clients on-site and remotely to provide 24/7 support in systems usage and troubleshooting. Installed, configured and maintained virtual private networks (VPN) enabling executives and their staff to interface virtually from home offices for clients with Smith Barney. Keep detailed, accurate recordsf all clients, projects, and technical data.

Confidential, San Jose, CA

Dedicated Access Support Technician

Responsibilities:

• Functioned as Tier 2 call center technical support technician, providing world-class technical support to business-class customers.
• Researched and resolved complex issues pertaining to flow of Internet traffic and related internet tools.
• Conducted debugging of various circuits and network devices to streamline performance and mitigate future problems.
• Supported customers in setting up and configuring complex internal LAN systems.
• Skillfully performed thorough analysis of connectivity and networking issues, such as packet loss and routing / authentication problems, quickly identifying and resolving source to avert future problems.
• Prior work experience includes roles as Program Manager with Continental Viking Labs, Production Scheduler with Atmel, and Mechanical Technician with Magnetic Pulse, Inc.