SUMMARY

• Adaptable, well - organized, and efficient team player, able to work with minimal supervision, is seeking employment in an advanced networking or supervisor role.

PROFESSIONAL EXPERIENCE

Confidential

End User Support

Responsibilities:

• Provide phone support for multiple clients
• Escalate Connectwise trouble tickets to other levels/depts. for further troubleshooting
• Reset/unlock accounts in AD
• Grant access to shared files/folders
• Reset/unlock RSA key fob
• Assist users configuring company email on mobile devices
• Blacklist/whitelist email, IP, and domain addresses
• Troubleshoot issues with Citrix/VPN

Confidential

End User Support

Responsibilities:

• Configure MAAS360 in person on mobile devices
• Remove Airwatch
• Remove Outlook settings from mobile devices
• Configure email settings within MAAS360 app

Confidential

Helpdesk Support

Responsibilities:

• Answer main Helpdesk phone line
• Troubleshoot and assist associates with general Help Desk issues
• Initialize reports in AS400 environment when necessary
• Query AS400 system for data when necessary
• Responsible for following procedures for processing of batch files
• Create, maintain, and delete user profiles in AS400 environment
• Grant internal/external users special access within AS400 environment

Confidential

Migration User Support - Level 2 (contract role)

Responsibilities:

• Provide phone support and remote support for 3000+ users during O365 migration
• Assist Level 1 with open tickets
• Unlock accounts, reset passwords, query AD for user settings
• Assist users with RSA SecureID tokens/fob resets through RSA Security Console
• Log all calls into ServiceNow ticketing system
• Install MS Office patches on remote computers

Confidential

System Administrator /User Support Specialist

Responsibilities:

• Support end-users
• Answer main helpdesk phone line
• Respond to reported issues in-person, via phone, via email or remotely for 1000+ users
• Log helpdesk issues into ticket tracking system (TrackIT and Spiceworks) on average 100 tickets a week
• Diagnose and resolve issues with:
• OS (Windows XP, 7, 8.0, MAC OSX Snow Leopard)
• PC applications, spyware and malware
• Network connectivity, including Wi-Fi
• Mobile devices and associated apps (laptop PCs, iPads, Blackberries, iPhones)
• Grant users access to VPN and create bookmarks to shared folders within Sonicwall NetExtender
• RDP to remote PC to troubleshoot issues (Dameware, Teamviewer, RDP, join.me, logmein)
• Network printers (Xerox, Konica, HP)
• Perform routine actions in Active Directory 2008
• User and group administration
• PC administration
• GPO design, modification, implementation
• Organizational unit design and implementation
• Design and implement PowerShell scripts to import users into AD
• Create and populate security groups
• Perform routine actions in MS Exchange 2010
• Create mailbox, public folder, e-mail distribution list
• Reconnect disconnected mailboxes
• Troubleshoot issues related to mailboxes, public folders and distribution lists
• Routinely disable/ archive mailboxes no longer in use
• Share public calendars/ folders
• Serve as backup operator (Symantec 2010 R2)
• Verify completion of scheduled jobs
• Restore/recover files and folders
• Perform tape rotation (Power Vault TL2000)
• Troubleshoot immediate issues and escalate when necessary
• Perform Administrator duties as follows:
• Work within DHCP to create reservations for network resources when necessary and scopes
• Administer and support Symantec Enterprise Protection v10
• Manage file server by creating/sharing/denying access to files and folders
• Manage print server by configuring/sharing/maintaining printer server shares/drivers
• Patch network devices
• Create/maintain PC images for deployment
• Manage MDM (MobileIron):
• Unlock mobile devices
• Provision mobile devices
• Deploy apps
• Wipe mobile devices
• Manage Cisco VoIP telephones (7945/7965/7915/7937 ) through CUCM (CallManager) & CUCA (Unity)
• creating/deleting/configuring user accounts
• creating/deleting/configuring phone extensions
• creating/deleting/configuring voice mailboxes
• creating/deleting/configuring hunt groups
• creating/deleting/configuring expansion modules
• Manage AV system as follows:
• Assist users with all meeting setups which included establishing conference calls, establishing communication between Cisco SX20 TelePresence and Cisco Tandberg C-40, securing presentation equipment (Sennheiser and Shure microphones, laptops, Sennheiser translation equipment, etc.)
• Prepare training manuals and train users how to use Crestron touch panels
• Manage A/V calendar
• Perform maintenance on AV system (test equipment, service projectors and service wireless microphones)
• Troubleshoot system issues and escalate major issues to vendor
• Research and recommend solutions/improvements/additions
• Work with Cisco VCS-e to troubleshoot communication issues and add equipment
• Lend in-person support to/help organize all special events, political meetings, executive-level meetings, and town hall meetings
• Assist with DNS:
• Use OpenDNS to blacklist or whitelist email, IP, and domain addresses
• Assist with spam filter:
• Use Mimecast to release/block spam

Confidential

IT Support Associate

Responsibilities:

• Answer main helpdesk line
• Render support to 800+ end-users in-person/ via telephone/ remotely/ via email as part of a (4) person team.
• Support all issues related to Windows Operating systems (Windows 95 - Windows 7), Windows Server 2008, MAC OS X(Leopard) running on Compaq, HP, Dell, and MAC systems
• Manage images using Norton Ghost.
• Record/update end-user problem, status and resolution in ticket tracking system (BridgeTrak/ HelpDesk Authority)
• Provide support for off-site users running VPN 5/Citrix 9.0 via GotoAssist and RDP.
• Perform routine activities in Active Directory 2003
• Maintain servers by installing updates and upgrading/replacing internal parts
• Perform daily backup tape rotation on Dell Overland 2000/4000 tape libraries and AS/400
• Recover deleted files from server and backup tapes
• Manage backup jobs running on Veritas Backup Exec 9.1 and Symantec Backup Exec 12
• Record meetings in Helpdesk calendar
• Set up and recover laptop and projector equipment used in meetings