SUMMARY:

• A productive, reliable and highly professional Information Technology (IT) Specialist with over 15 years of practice in complex IT environments, possessing extensive hands - on experience in building and support secure network systems, servers and desktops and with innovative solutions based on sound business decisions. An optimistic team builder that consistently provides excellent customer support for complex production systems with continuous services improvement to meet the business objectives.
• Extensive hands-on experience deploying and troubleshooting Windows desktop and server platforms.
• Part of 24/7 on-call technical support team responsible for meeting network Service Level Agreement.
• Team player with strong analytical and problem-solving skills.
• Ability to communicate effectively and adapt quickly to complex business environments.

TECHNICAL SKILLS:

Hardware:

Experience in configuring and troubleshooting:

• Cisco routers, switches, hubs, bridges
• Wireless Routers, Wireless AP, 802.11 A,B,G & N
• Desktop, Laptop & Tablets PC
• Windows Mobile, Apple Smart Phones, Android Smart Phone, IPad, Android Tablets and Blackberry devices

Software:

• Desktop OS: DOS, Windows 98/NT/XP,Vista,Windows 7,Windows 8.1, Windows 10 and Mac OS 10.9
• Server OS: Windows 2008, 2012 Server
• Security software: Symantec Anti-virus suite, Symantec Ghost, Dell Kace1000 & Mcafee
• VPN software: Cisco, Lync 2013, TeamViewer and Citrix
• Other Software: Microsoft Office 365, 2013, 2010, SharePoint, Project and Visio;
• Network protocols: TCP/IP, IPX/SPX, 802.11a, b, g, n IPv4 & IPv6
• HP OPENVIEW-database that allows LAN support to track the status of trouble tickets
• Lotus Notes, Microsoft Outlook, Exchange and Active Directory
• End-user migrations from Windows 7 to Windows 10

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Specialist

Responsibilities:

• Provide mid-level support and resolutions for internal customers, working both remotely and on-site.
• Deploy, maintain, and troubleshoot desktop, laptop, printers, scanners, and other IT related equipment
• Perform day-to-day duties and responsibilities with high-level of customer service.
• Maintain conference room equipment (Projectors, Monitors, and ModoPads).
• Maintain the ITSM ticketing system by resolving tickets based on SLA’s and according to ITSC policies and procedures.
• Migrate users from Windows 7 to Windows 10 with Office 365.
• Support and maintain voice IP Phone.
• Troubleshooting Mac OS and system hardware.
• Create and administrator users and service accounts, AD group membership and Exchange mailboxes.
• Configures and maintains wireless mobile devices, including but not limited to Androids and iPhones.
• Instructs customers and support staff in use of equipment, software, and manuals.
• Apply diagnostic and troubleshooting techniques to identify problems, investigate cause and perform corrective measures.

Desktop Support Analyst

Responsibilities:

• Manage the functionality and efficiency of group of computers running on one or more operating system.
• Create and Administrator user and service accounts, AD group membership and Exchange mailboxes.
• Support Video Teleconferencing in all designated conference rooms.
• Inform users of the status of their tickets by phone call, email or instant messenger.
• Participates in special projects as required.
• Request/review quotes from vendors and coordinates purchase with authorized personnel.
• Perform/monitor daily backup of critical data.
• Troubleshooting Windows and Mac operating system and system hardware.
• Maintain and configure printers, maintain Ghost images, repair/replace hardware and software as required.
• Installing, configuring, patching, upgrading & maintaining Window 7/10/Mac OS on workstation/laptop
• Ensure all systems are running antivirus clients with most recent AV signatures.
• Track software licensing.
• Create and maintain Mitel VoIP system.
• Migrate and maintain Microsoft Office 365

Help Desk Support Technician

Responsibilities:

• Configures, installs, and supports desktop, laptop computers, handheld devices, printers, scanners and monitors
• Assist with image desktop, laptop computers and deploys to end users.
• Create and modify Active Directory accounts and computers
• Create and modify online email groups
• Perform Mitel phone system management, including deploying phones, adding/changing voice mailboxes & Extensions.
• Assist with troubleshooting and completion of Help Desk ticket issues.
• Execute various wireless smartphone related task, including provisioning, configuring and troubleshooting.
• Experience with dealing directly with users both locally & remotely, their day to day support issues.
• Maintaining remote offices sometimes require travel.
• Plan and implement deployment schedules for applications, patches and service packs at the Desktop level.
• Inventory and track all hardware and software received and deployed
• Assist in Department projects.
• Migrate and maintain Office 365, 2013 and 2010
• Installing, configuring, patching, upgrading & maintaining Window 7/10/Mac OS on workstation/laptop.
• Setup audio/video/teleconferencing equipment for meetings if required .

Help Desk Support Specialist

Responsibilities:

• Configures, installs, and supports desktop computers, laptop computers, handheld devices, printers, monitors.
• Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Installing, configuring, patching, upgrading & maintaining Window XP/7/Mac OS on workstation/laptop
• Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
• Re-images desktops and laptops, as needed, and deploys new equipment to end users.
• Supports NIH proprietary software.
• Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates.
• Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and printers.
• Provides technical support to the customer for meeting management by responding to meeting requests and providing audio/visual support during meetings, broadcasting, robotic camera operation, bridge lines, projectors, etc.
• Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory

IT Support Specialist\Technician

Responsibilities:

• Troubleshoot computer hardware, software and Network systems
• Utilized remote assistance tools such as PC Anywhere & Microsoft SMS to troubleshoot PC/LAN problems.
• Managed creation and removal of network domain user accounts
• Configured and managed remote-user network access utilizing Cisco VPN Client or TeamViewer
• Ensure network protection from malicious attacks, viruses, adware/spyware by installing various network monitoring tools and anti-virus and anti-spyware software.
• Troubleshoot, modify and repair various computer hardware including monitors, keyboard and printers
• Install and configure new software on user’s computers.
• Image and deploy new desktop and Laptop hardware devices.

Technical Support Specialist

Responsibilities:

• Helped migrate all workstations from Windows 98/2000 platform to Windows XP platform
• Utilized remote assistance tools such as PC Anywhere & Microsoft SMS to troubleshoot PC/LAN problems.
• Managed creation and removal of network domain user accounts
• Configured and managed remote-user network access utilizing Cisco & Nortel VPN Client software
• Ensured network protection from viruses, adware/spyware attacks by installing anti-virus & Anti-spyware software.
• Created and managed trouble-tickets using Remedy and HP Openview systems.

Network Technician/NOC Liaison

Responsibilities:

• Implemented network protocols on customer network including ADSL, frame relay & ATM
• Created and managed trouble-tickets using Remedy and HP Openview systems.
• Revised and maintained documentation for configuring CPE equipment (including Cisco Routers and switches).
• Perform troubleshooting on DSL lines related to slow throughput, packet loss and bandwidth utilization
• Coordinated post-installation testing with DPOP technicians prior to circuit turn-up.

Internet Support Specialist

Responsibilities:

• Provided Tier-I support for customer problems including creation & escalation of trouble tickets
• Coordinated high-speed Internet access HSIA problem resolution with NOC personnel
• Compiled dispatch procedures to perform DSL circuit install and disconnects.
• Processed new voice & data orders through CSG provisioning system

Customer Service Representative

Responsibilities:

• Support telephony and wireless products/services to residential and business customers
• Performed data analytics of sales figures and generated monthly reports
• Responsible for mentoring, coaching and supervision of entry-level staff