SUMMARY:

To obtain a position that will enable me to use my strong organizational skills, educational background, and ability to work well with people. I look forward to my next role to become asset to your company and grow with the company in my next role.

EXPERTISE AREA:

• Citrix, Novell Client, Xen Agent, GroupWise, SMS, Cerner,
• Terminal service application servers: Citrix meta - frame PS 4.0, Xen App / workstation
• Symantec Ghost, Xen APP 6.5, Remedy, Track IT 7.0 Workbench, OAS Gold, Nextgen, Sorian, All scripts, Active Directory, MaK, Sunrise Clinical Manager (SCM), Magic/Service Desk
• Nortel Client, PCAnywhere, Macromedia Dreamweaver, Microsoft Office
• Implementation of McAfee Antivirus/ Sophos/ Symantec AV/FortiClient 7.0/Any-Connect
• Cisco VOIP, Microsoft Lyncs, Cisco Jabber 11.0/ Cisco unity & Cisco unified communications manager, Service Desk, Remedy ticket system
• HP printers, Ricoh printers, Zebra printers / label printing, HP laptops/desktops, Dell laptops/desktops, iPhone’s, Android, iPad’s
• Gathering information, analyzing and defining business and functional requirements; creating global metrics, trend charts and other decision-making tools; leading data-modeling and process-mapping initiatives, workflows and technology solutions for healthcare systems and networks.
• Manage monitor and optimize client desktops via Windows 2000/XP Group Policies
• Windows 7 Refreshes and Server within Citrix/ Server 2008/Exchange
• Manage large-scale enterprise migration projects, systems conversions and performance tuning and monitoring of applications/systems. Help set long-range technical direction and capacity plans
• Experience working on upgrades from XP to 7, 8
• Imaging roll out projects with windows 8 / 10 / Microsoft office 365 /One Drive
• Utilized roll out with Microsoft Lync’s /Skype Business for communication

TECHNICAL SKILLS:

• Windows NT, XP, Windows7/8/ Windows 10
• Windows Server 2003, 2008 R2, LAN/WAN Technology
• MS Office 2003/2007/2010/2013 , Active Directory and Exchange 2003/2007/2010/2012
• IPhone, Blackberry, IOS, One Drive, Android, Microsoft Office 2010-201 2

PROFESSIONAL EXPERIENCE:

Confidential

IT Support Assistant

Responsibilities:

• Enforce IT policies and procedures; document work appropriately
• Monitor service desk ticketing system and completes tickets in an efficient manner
• Assist customer resolve problems with computer hardware and software either at the desk-side or remote control software
• Acquire, configure and deploy laptop, desktop and mobile devices and software systems
• Maintain or repair PC, Macintosh and infrastructure equipment
• Troubleshoot a variety of computer issues, wireless connectivity, ticketing system, AV systems
• Remove malware and install security software to protector various systems
• Install and troubleshoot wiring and switching equipment
• Monitor hardware and software on LAN/WAN systems

Confidential, Philadelphia, PA

System Support Engineer

Responsibilities:

• Heavy desk-side and remote end-user technical support and maintenance (hardware and software) on desktop, laptops, printers, and other peripheral devices, in a corporate environment
• Blended PC/Mac support including systems build/image, backup & repair
• Strong knowledge of Outlook / Exchange / Active Directory
• Helpdesk ticketing software: Footprint’s, Track-It
• Mobile devices (iPhones, Androids)
• Detail oriented professional demeanor and attitude required
• Windows 7, Windows 8, Office 365, including system troubleshooting, configuration, and data migration
• Server 2008 & 2012
• Citrix XenApp, GoToAssist, GoToMeeting, & GoToWebinar
• VMWare, RDP, Terminal Server
• Enterprise antivirus software: Sophos Cisco Jabber CommVault

Confidential, Fort Lauderdale FL

IT Systems Analyst

Responsibilities:

• Provide remote support and on-site technical training for clients
• Responsible for troubleshooting and diagnosing hardware and software faults across systems
• Demonstrate strong interpersonal skills, including the ability to liaise effectively with fellow team members to Anticipate technical limitations and glitches and effect smooth system deployments
• Provide written reports and give product presentations to users to explain system solutions

Confidential, Philadelphia, PA

Clinical Manager

Responsibilities:

• Control of 4 clinics for stakeholders with all aspects on the IT side as there point of contact for all IT problems and solutions on daily basis
• Patient Information supported SCM Clinical, RMS Clinical, Remedy Tickets
• Refresh images Windows 7/Cisco IP phone’s/ Made Major Clinical Move with 4 clinics
• Active Directory environment, Installing and configuring Windows server 2003, 2008 and 2008 R2
• In-depth knowledge in dealing with windows registry and file systems
• Exposure in SQL Server, Microsoft Office SharePoint
• Installation of Citrix presentation server 5.0/XenApp6.0 & Citrix Client tools
• Configuration of Citrix server policies, load management and printers in the farm

Confidential, West Palm Beach, FL

Desktop Support Tier 2 Support

Responsibilities:

• The Desk-side Services Representative is responsible for performing a full workload of technical services for Confidential customers with responsibility of customer satisfaction for the services provided. Services include the following
• On-site problem determination and remedy of MS WIN operating systems errors.
• Initial and re-loads of common PC applications and base images.
• Desktop and laptop configuration in client/server environment.
• Services may be directed by a service call management process or be performed as part of a team.
• Submit accurate and timely updates of work performed - ticket updates, time cards, Lotus Notes etc.

Confidential, Philadelphia, PA (Contract)

Help Desk Technician

Responsibilities:

• Develop and administer internal policies and procedures for email and network access.
• Provide technology support to staff and franchise partners.
• Facilitate use of technology-based tools and methodologies to review, design and/or implement products and services.
• Plan and monitor engagements to ensure deliverables meet work plan specifications and deadlines.
• Provide both desk side and telephone based hardware and software technical support and training for IT Help Desk.
• Interface with vendors to arrange service calls, follow-up on open issues, gather information.

Confidential, Horsham, PA

Technical Support Representative

Responsibilities:

• Daily Routine is Customer Support for Business Accounts with Confidential .
• Routers, Pinging IP, Gateways, Wireless, DNS, Internet Connectivity, Cycle Routers...etc.
• Gathering Information from the Customer
• Supported TTS (Remedy Ticketing), Grand slam, Workbench, Contract, Watchtower, ACSR (Billing).
• Billing Inquires, Upgrading and Downgrading Business Class Customers

Confidential, Philadelphia, PA

Desktop Support/Help Desk/Operations/Laboratory Data Analyst

Responsibilities:

• AS400, SMS, Last Word (patient Information), Outside view (tapes), Cerner, Kronos, Siemens, SAN, Amelior, Blood Bank (patient information), ED Tracker, Bed Tracking, Transport Tracker
• Supported Windows 2000, 2003, XP, Vista, MS Exchange, Office 2003, 2007, Adobe, Group Wise, MS Active Directory
• Applications were Sophos anti- virus, Symantec Security, Blackberry, End Note, CA Service Desk Tracking Tickets
• Web Base Applications troubleshooting for end users supporting and monitoring interfaces of application daily
• Operating System Windows XP Pro, Windows NT, Novell Client / Zen-Works, HP Desktops/Laptops
• Install and Repair all HP Laptops and Desktop Monitors also HP Thin Clients/ Scanners /Re Imaging Ghosting Station and Med-Carts. Worked with HP Printers and HP Hand Held Devices
• Remote Access, VPN, LAN, WAN, Cisco Routers, Wireless, Domain names, Group policy
• Monitor Interfaces, Pull Tickets, Fix/Repair, Run daily backups with installs along updated