We provide IT Staff Augmentation Services!

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QUALIFICATIONS:

  • Have installed and configured a wide variety of PC hardware.
  • Handled help desk/desktop support calls at first, second, and third level.
  • Provided quality client and customer service for several years.
  • Communicated well with clients and users of all levels
  • Technical proficiency in LAN/PC/Mac systems
  • . Experienced in Mac user support.
  • General knowledge of cash management business
  • Strong customer service skills
  • ITIL Best Practices trained
  • Strong analytical skills

EXPERIENCE:

Confidential

Supported end users troubleshooting laptops, PCs, Macs and printer issues Mapped network drives and printers to end users workstation and configured printers for secure print Configured laptops and Iphones to use the WI-FI network by installing network certificates Imaged desktops and laptops for new employees and to replace obsolete systems import users outlook mailbox to newly imaged workstation provided training to end users on how to schedule meeting with Microsoft Outlook Assisted in deploying, setup and configuring over 500 workstations for new and current employees

Confidential

  • Answered help desk questions and calls for users.
  • Was responsible for the first recovery of a stolen laptop at the institution via tracking software.
  • Trained and certified yearly in HIPAA HITECH
  • Helped doctors, administrative staff and researchers to comply with conflict of interest declaration requirements every year for compliance.
  • Maintained and managed multiple servers on two domains.
  • Managed both on site and off site backups within two domains.
  • Created user accounts and network shares on servers in two domains.
  • Migrated two domains into a central domain shared by the whole medical center.
  • Managed the migration of patient information system away from a physical server platform to a VM
  • based environment.
  • Managed the upgrade of patient information system with external vendor and coordinated with on site
  • server team.
  • Prepared conference rooms for presentations and events.
  • Researched, suggested, and approved new hardware purchases for two departments.
  • Performed repairs and upgrades to hardware and software at eleven locations in mid town Manhattan and
  • at Washington Square.
  • Made manual corrections to registry keys on exploited computers.
  • Advised both faculty and student users on hardware and software selection.
  • Helped users to resolve issues with remote access solutions.
  • Logged trouble ticket descriptions and resolutions into Front Range tracking system.
  • Resolved problems over the phone whenever possible.
  • Configured Outlook to connect to Sendmail Popmail and Exchange mail systems.
  • Installed and configured software remotely on user's systems through VNC.
  • Installed anti-theft software on company laptops.
  • Managed vendor relations for both hardware and software.
  • Evaluated new software and hardware for integration into the existing user environment.
  • Worked with vendors such as SRS to engineer enhancements
  • Performed setup and configuration of new equipment for users at various locations.
  • Set up enterprise email access on iPads, iPhones, and BlackBerry devices.
  • Investigated additional software and hardware tools to find solutions to common IT problems.
  • Reported to chairmen and administrators for both departments as well as overall IT management for the medical center
  • Promoted to departmental IT Administrator from Customer Support Services and Desktop Support after my second year.
  • Performed repairs and upgrades to hardware and software.
  • Installed and configured software to connect to Novell and Windows based network drives.
  • Troubleshot and cleaned computers infected with virus contaminations as well as other malware.
  • Installed anti-theft software on company laptops.
  • Performed setup and configuration of new equipment for users at various locations.
  • Performed UNIX based password resets.
  • Investigated additional software and hardware tools to find solutions to common IT problems.
  • Corrected and updated profiles in Kadmin system to resolve certain access issues for users.

Confidential

  • On entering helpdesk, made sure required staff was in place.
  • Monitored helpdesk analysts at different times of the day to insure quality of customer service.
  • Wrote up performance reviews of analysts based on incidents written and information gathered by monitoring.
  • Took part in meetings with external vendors and other departments to root out and resolve issues of conflict.
  • Advised PMO staff of impending issues of concern with staff morale.
  • Made sure the reroute list was printed and being worked on in a timely manner to assure schools got their data each day.
  • Monitored ACD queues to insure coverage.
  • Checked Support Magic queues to make sure incidents are cleared out in a timely manner.
  • Assisted team specialists on incidents that fall outside of their experience.
  • Make sure schedule is adhered to for attendance and lunch.
  • Changed analysts split skills in ACD as needed to maximize coverage.
  • Made sure analysts are trained correctly and trained new Help desk Analyst team members in procedures and call management.
  • Spoke to specialists and analysts as needed about attendance issues.
  • Spoke to specialists about problems concerning their analysts.
  • Monitored email for new information and escalations.
  • Updated directorial staff about lateness and absence issues.
  • Advised directorial staff of outages and problems.
  • Print and deliver copies of ACD status logs to directors and managerial staff at the beginning of each day.
  • Intervened on behalf of users with multiple departments to maximize customer service.
  • Held group trainings to bring staff up to date on current DOE standards.
  • Helped analysts to defuse conflicts with irate users.
  • Corrected Active Directory information to allow users access to required systems.
  • Helped to maintain correct security standards.
  • Was responsible for troubleshooting DOS and Windows based SNA gateways and servers.
  • Helped users with 3270 session connectivity in DOS and Windows through use of Net View.
  • Assessed internet connectivity issues through HP Openview through an SSH session on a Win95 workstation.
  • Tracked all calls through Support Magic 7.5.
  • Routed customer calls to appropriate departments and people based on information provided by users.
  • Resolved general Windows and MS Office problems over the phone.
  • Assessed networking issues on both Token Ring and Ethernet networks for both internet and mainframe connectivity.
  • Was promoted to Helpdesk Specialist after my first year, Helpdesk Supervisor in my second year, and Helpdesk QA Supervisor in my third year.
  • Routed and corrected trouble tickets to insure successful resolutions.
  • Assisted users at DLSW Data Link Switching based sites in accessing the mainframe.

Confidential

  • Supported Windows NT and Windows 2000 as part of a six member team with 1200 users.
  • Answered help desk questions and calls for users.
  • Performed repairs and upgrades to hardware and software.
  • Created and tracked trouble tickets in Remedy system.
  • Logged all trouble ticket resolutions into Remedy tracking system.
  • Assisted other techs in the resolution of problems when needed.
  • Resolved problems over the phone whenever possible.
  • Installed and configured software to connect to DB2 database and pull data into Windows NT and Windows 2000 systems.
  • Configured Outlook to connect to HP Openmail and Exchange mail systems.
  • Helped users to find and submit correct paperwork to request upgrades.
  • Installed and configured proprietary dial-up telecommuting software on company laptops.

Confidential

  • Answered customer support calls.
  • Did on site troubleshooting and upgrades on PC/Mac hardware/software.
  • Built and repaired home networks for clients.

Confidential

  • Member of a five man team supporting 300 international traders.
  • Performed desktop and phone support to the trading floor.
  • Imaged workstations and performed network patching to enable workstations.
  • Maintained Windows server backups and restores.
  • Ran the Y2k compliance inventory for all systems.

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