SUMMARY

CompTIA A +, Network + Certified. Five years of solid desk side and phone support in a corporate setting. Motivated, personable and professional. Able to maintain poise under pressure. Highly competent with demonstrated problem - solving abilities. Excellent verbal and written communication skills. Able to communicate complex technical information into simple terms users can understand. Courteous to all clients and staff while always maintaining professionalism. A willingness to go beyond the responsibilities of the job. Valid and clean NYS driver’s license and reliable vehicle. Very eager to learn new things

TECHNICAL SKILLS:

• Hardware/Software installations, troubleshooting and configuration Operating Systems: 2000, Win XP, Vista, Windows 7, Windows 8, Windows 10 and some MAC OS support/personal printers
• PC/Laptop, iOS, Andriod, BlackBerry and Window mobile maintenance
• Administer system restorations, backups; perform data wiping, disk fragment and disk cleanup, Password removal
• Proficient in MS Word, Excel, and PowerPoint and MS Office 2003/2007/2010/2013/ Office365
• Partition and format SATA, PATA, HDD and SSD hard drives using Partition Magic Pro, etc.
• Network, Projection corporate meeting room setups and configurations
• Skype, Lync, Blue Jeans, WebEx, Vidyo and Lifesize video conference setups
• Installation of office/home wired and wireless networks

EXPERIENCE:

Confidential, NY

Client Services Analyst

Responsibilities:

• Supported Firm’s Headquarters of 120+ Executives and administrative staff including CEO
• Managed tickets using ServiceNow ticketing system and projects in a timely efficient manner
• Supported all issues related to Mobile Device Management (Android, iOS, Windows and BlackBerry)
• Supported all RRA’s Client meetings related to Audio and Video setups, Teleconference setups
• Configured Desktops and laptops for use on the Russell Reynolds Network, terminal server and VPN, and Citrix.
• Managed all of RRA’s technical issues, meeting setups, Audio and Video setups, Teleconference setups
• Ran cables/Patched ports in data room and server closets, supported level 3 engineers with office related issues
• Initiated and managed new user accounts and mailboxes from Active Directory, and Exchange
• Assisted RRA employees with Hummingbird related issues including: application/server integration, inability to access server documents due Document Management add-in errors
• Updated Operating System, install/reimage OS, wipe desktop/laptops
• Setup network printers, help setup copiers
• Cisco IP Phone setups and configuration on server
• Office contact for vendor technical support (Align, GlowPoint, Lenovo, Cisco)
• Checked wireless network connectivity and proxy settings
• Used Active Directory and Exchange server to resolve office issues when needed.

Confidential, NY

Help Desk Analyst

Responsibilities:

• Supervised Overnight technician staff for Europe support via New York office
• One of the leading first level support Analyst closing tickets per month using HelpStar ticketing system
• Assisted all levels of users globally via phone, e-mail and IM communications with hardware installation, software configuration and network connection issues.
• Managed tickets and projects in a timely efficient manner
• Assisted RRA employees with Hummingbird related issues including: application/server integration, inability to access server documents due Document Management add-in errors
• Configured RSA secure ID account and tokens for I-phone, Android, Blackberry, PC and MAC
• Managed Inventory and allocated equipment to users for tracking purposes
• Initiated and managed new user accounts and mailboxes from Active Directory, and Exchange
• Configured Desktops and laptops for use on the Russell Reynolds Network, terminal server and VPN, and Citrix.

Confidential, NY

Technician

Responsibilities:

• Provide wireless network and local area network setup
• Upgrade system specifications (RAM, Optical drives, PATA/SATA drives, OS, Graphic cards, etc.)
• Optimized laptops and PCs for performance
• Build and configure laptops and PCs from parts
• Create administrative and user accounts
• Answering Customer inquires

Confidential, NY

Lead Technician

Responsibilities:

• Supervised technician staff/ created a findings Report
• Optimized Laptops for better functionality
• Removed BIOS, Admin, and User passwords
• Updated Operating System and/or re-install OS
• C-Drive clean-up, cookies deletion, and disk defragment
• Scanned/deleted malware, virus if found and installed proper hardware drivers
• Checked wireless network connectivity and proxy settings
• Upgraded and or install of Office 2003 or Office 2007 and other software requested by D.O.E

Confidential, NY

Technician

Responsibilities:

• Optimization of Laptops and PCs for better functionality
• Updated Operating System and/or re-install OS/ Office 2003 to Office 2007
• C-Drive clean-up, cookies deletion, and disk defragment
• Scanned/deleted malware, virus if found and installed proper hardware drivers
• Checked network connectivity and proxy setup/ created a findings Report
• Replaced monitors, keyboards, mice, optical drivers and network RJ-45 cables
• Provided wireless network setup for river Bank state Park Senior Technology Event
• Optimized laptops for performance with Google Voice/Video
• Set system resolution for seniors. Limited user administrative rights
• Checked Bandwidth for performance

Confidential, Bronx, N.Y

Instructor and Technician

Responsibilities:

• Instructed parents and child on basic computer usage
• Lectured on the importance of safety and maintenance of the PC
• Instructed parents and children on Disk Defragment, Anti-Virus Software setup
• Provided Network setup for Digital Families class (computer concepts)