SUMMARY

• I am a Computer support specialist with a proven track record of providing technical assistance to business professionals. I possess a great ability to integrate my computer skills and education with outstanding interpersonal relations, to deliver the highest of quality end user support.

PROFESSIONAL EXPERIENCE

Confidential

Network Administrator

Responsibilities:

• C - Level support and new CEO Executive on boarding.
• Desktop support, application support, Office 2016, peripherals and mobile device support
• Orchestrate the move from Blackbaud’s Financial Edge 7 to (cloud based) Financial Edge-NXT and Donor Perfect.
• Recommendation and implementation of Zoom video conferencing technologies.
• Active Directory OU, GP and File provisioning. Exchange 2010 email administration.
• VoIP configuration, remote support for 12 national offices, Cisco VPN etc. etc.
• Printer maintenance- ordering of toner, Ink and supplies.

Confidential

Network Admin / Voip Admin

Responsibilities:

• Full help desk support for all computer issues in both HQ and satellite offices.
• Logmein 123, Windows RDP, VNC viewer, POE support for internal VOIP Polycom phone system. Office 365 licensing, administration and support for Windows and MAC.
• Printer and print server support and maintenance - Drivers, ink and toner. Order supplies.
• File server support and permissions from groups and OU’s. Review files are backed up and permissioned to Egnyte servers for users off network access.
• Asset management and inventory as new hardware is delivered, provisioned to new and existing users. Document and tag assets and as needed.
• AD domain and user administration, new user and machine adds. Password resets. Home drive provisioning. VPN support. IPhone set up and support for international plans (Verizon web portal)
• Symantec Endpoint administration, Virus removal - preparation for the WannaCry attack.
• Many other duties to vast to list here

Confidential

Responsibilities:

• Run daily reports and analyze all vulnerabilities and possible remediation on Servers and applications.
• Daily / Weekly collaboration with stakeholders and division heads to facilitate completion of Tickets ( Patching ) within the appropriate SLAs.
• Produce custom detailed reports and large format PIVOTs for forecasts of planning and scheduling of patching applications when servers (Solaris / Unix / Linux / Windows 12 08 03 / etc.) are spun down for OS patching to facilitate patching time efficiency.
• Consistent updates and maintenance to documentation as needed • Update Sharepoint Data repository and ticketing system as needed.

Confidential

Helpdesk support, asset management AD administration

Responsibilities:

• Assist all users local and remote with all and any computer issues.
• Assist in POS server maintenance and backup.
• AD user and machine adds - OU and group policies and provisioning.
• Office 365 administration - Licensing and user delegation and support.
• VPN support - MFP maintenance and supply orders, Wifi and personal device support
• Machine Builds - asset management - Software updates. C-Level support. Video Conferencing.
• AS400, Beanstore, O356 Administration ( One Drive, Skpye for Business) - Win 7, MacOSx, Sever 2012, Cisco / Polycom etc.

Confidential

Team Lead

Responsibilities:

• PXE image new HP laptops and install core software as per individual department specs.
• Meet with each individual user to get a full working list of all software and peripherals
• Remove any licensed software not being used to reduce budget.
• Capture user profiles - then build the machines and deploy at users schedule. This task was 100% hands on white glove service from un-boxing to disposal of the old XP machines.
• Assetcore - Footprints, AD, McAfee enterprise, CS6, Mac OSx support, O365, wireless configuration, C-Level support, Apple / Android, etc.etc.

Confidential

Team lead

Responsibilities:

• Tracking of new assets, pre and post migration, assign team members daily and weekly scheduling goals and objectives as planned by Confidential .
• Desk side/Remote/Phone support for VIP/C level divisions and all users both local and international
• Remote tools as LogMeIn, Dameware, Window RDC
• AD and Exchange support via Windows Remote Administration Tools - Machine and user adds
• Application support - Connectivity-performance issues - Win XP to 7 migration support
• Full support of all issues through Level 3
• Data recovery and migration - IPhone Blackberry Android support
• Bloomberg / Thompson support and troubleshooting

Confidential

Team lead

Responsibilities:

• Installed and helped users (1200+ users ) with any questions after the migration to Win 7
• Install and migrate user’s data for Lotus notes - contacts, calendars, workspace, databases, etc.
• Provide white glove support for corporate brass / VIP support for GenRe World HQ.
• Set up and collect loaner machines for international guest users
• Encrypt and decrypt user hard drives for security and recovery of data via McAfee endpoint encryption
• Technical writer for best practices simplifying many issues that presented themselves so as the off shore help desk can resolve these lesser issues, thereby relieving the workload on the international desk side teams post migration.
• Managerial training sessions / presentations in person, Polycom and via WebEx
• Worked in Remedy to track, notate, update and close user issues.
• Too many other duties to list here ….

Confidential

Remote Phone Support

Responsibilities:

• Assisted all users and all field agents with any technical support for all Windows issues versions 98through Windows 7and Mac OSx
• Managed client E-mail migration from pop3 to exchange.
• MS Office 2010 support, Adobe products, Virus and spyware removal, printer and smart phone set up, disk and data backup and encryption.
• Supported New York Life’s own custom proprietary software Field Technology Illustration System
• Documentation of all incoming issues and follow up for unresolved general help desk issues by way of the Remedy ticketing system.
• Migration from user local data storage into a SharePoint based architecture.

Confidential

Help Desk / Desk Side / Remote Support

Responsibilities:

• Configured and troubleshot 2000 / XP / Vista / Windows 7, Mac OSx.
• Senior help desk team member responsible for supporting domestic division and global end users (1000+).
• Deployed and upgraded software, including Outlook, Office 2010/07 Suite, MS Visio, Project and Acrobat, Worksite / I Manage, etc.
• VM Ware support for end users with legacy application use and needs.
• Deploy Windows 7 images department wide (laptops and desktops).
• Trained end-users in a class room setting on best practices for maintaining Windows 7
• Troubleshooting hardware and software problems such as DHCP and Static addressing /sub-netting, network issues, Exchange email, PST migration and repair, user setup, hardware / software policy conflicts, system performance and data recovery issues.
• Addressed hardware and software issues with MFC-Networked Printers, High Speed Scanners and Faxes- toner - drums- rollers - fusers.
• Performed detailed logging of trouble tickets in Atlas / Remedy and added to knowledge base as necessary.
• Complete knowledge of security issues, including antivirus, malware, virus, trojan and worm removal- firewall configuration - full data / user profile recovery - .PST files - Undelete, Boot CD’s etc. Computer performance issues / pagefile, Vram, etc.

Confidential

Lead Technician

Responsibilities:

• Wiped, re-imaged, installed OS and verified network connectivity and functionality of all branch assets, MFC static-IP printers, Panini Check verification hardware, Magtek pin pads /card readers, cash dispensers and functionality of proprietary Teller Express software.
• Time critical high-pressure conversion project, extensive written job documentation.