CAREER OBJECTIVE

To obtain a position that will allow me to develop further and utilize my diverse skills and knowledge as a team player, which will help boost the image of your company.

WORK EXPERIENCE:

Confidential

Systems Analyst

• Setup workstations and servers at various bank branches.
• Respond to requests for technical assistance in person, via phone, or electronically.
• Troubleshoot VPN and CITRIX connectivity issues
• Provide support and escalation for users.
• Troubleshoot issues such as business applications, printers, Blackberry phones, and hardware errors.
• Complete projects assigned by the Senior Network Administrator and Director.
• Responsible for purchasing new hardware and software.
• Manage hardware leases including scheduling returns, replacing hardware, and rolling out new hardware.
• Manage user administration in a Windows server domain.
• Assist in maintaining at least 7 Windows servers and other Cisco infrastructure devices.
• Vendor relations where assigned.

Confidential

Technical Analyst

• Develop technical reports and documentation
• Troubleshooting support calls relating to Windows 7 and XP system problems.
• Configuration and support of blackberry/android phones, and iPads for users, GOOD for Enterprise, Mobile Device Manager
• Managing Windows server 2003/ 2008, installing and updating security patches, managing users and accounts.
• Upgrading routers with VWIC cards voice/WAN interface cards on 3700 series Cisco routers.
• Use remote assistance and LANDesk to troubleshoot user issues.
• Used Vmware to manage and monitor issues like health of servers and application provision and deployment.
• Record maintenance of hardware in asset database.
• Managing the Exchange 2007 server to create user profiles.
• Building and imaging of machines for users.
• Assist users with Citrix and VPN connectivity issues.

Confidential

Computer System Security Engineer/System Administrator

• Planning and controlling the use of computing resources.
• Coordinating, maintaining, and upgrading hardware and software which includes workstations, LAN, using software development tools and packages.
• Identify and solve technical issues during all phases.
• Develop technical reports and documentation.
• Diagnose and resolve network connectivity issues regarding IP address conflicts.
• Audio-visual establishments with Polycom phones for teleconferencing and bridge connections.
• Use of VMware and Hyper-V to update software packages and patches and monitor network issues.
• Managing the Exchange 2007 server to create user profiles.
• Setting up WEBEX conferences and Audio/Visual meetings.
• Maintaining the security of computer systems, ensuring security controls are implemented throughout the system's life cycle.
• Developing, implementing, monitoring and ensuring compliance to IT security regulations.
• Periodic scans of systems for upgrades and troubleshooting of Windows 7 and XP platforms using Dell's Kace tool.
• Troubleshooting issues with VPN and CITRIX users.
• Management and configuration of profiles within NetIQ and AD.

Confidential

Sr. Helpdesk Support Technician

• Imaging, update installation and patching of desktops and laptops.
• Installing, configuring and maintaining local area networks.
• Managing user accounts and issues within an Active Directory environment AD 2003 .
• Assisting users experiencing issues with Citrix connectivity issues.
• Coordination of new hardware project rollouts.
• Managing and maintaining hardware and software inventory.
• Using DAMEWARE to support users remotely.
• Managing Windows server 2003/ 2008, installing and updating security patches, managing users and accounts.
• Configuring, managing and maintaining software applications through DESKTOP AUTHORITY.
• Maintaining asset tracking and logs of hardware inventory.
• Use of REMEDY and HP OPENVIEW ticketing systems to retrieve and input trouble issues.
• WEBEX and Net Meeting setup for audio/visual conferences.
• Repair and /or coordinate repair of hardware devices with vendors.
• Setup, diagnose and troubleshoot Blackberry issues through the BES.
• Coordinate troubleshooting techniques with fellow team members.
• Troubleshooting support calls relating to Windows 7 and XP system problems.

Confidential

Systems Support Technician

• Troubleshooting user hardware and software issues.
• Troubleshooting Lotus Notes mail issues.
• Diagnosing and troubleshooting network and local printing cases.
• PC and laptop configurations and imaging such as Symantec/Norton Ghost imaging.
• Managing Domino Mail Servers.
• Managing users through Active Directory 2003.
• Server tape backups using Veritas backupexec.
• Performing upgrades and system updates to anti-virus patches, and mobile devices.
• Use of HP Openview for ticket management and resolution.
• Applying security patches and upgrades/updates to servers and client systems through System Center Configuration Manager SCCM 2007 SP1.
• Configuration and support of blackberry phones for users through BES.
• Managing, configuring and updating software through ZENWORKS and VMware systems.
• Using LAN Desk to resolve issues remotely

Confidential

IT/Telephony Specialist Third Shift

• Troubleshoot and support Sentinel and Avaya applications.
• Tracking faulty hardware systems such as CIM cards and phones
• Retrieving 911 emergency calls from server for cases.
• Working with setting up of Polycom phones and other devices.
• Resolving issues through HEAT ticketing system.
• Ensuring that workstations are set up for 911/311 applications.
• Ensuring that all phones are functional and the applications.
• Resolving issues remotely using LANDesk.
• Configuring and resolving workstations through TCP/IP and protocol settings, hub and switch connections.
• Handling Computer-Aided Dispatch CAD and Pictometry applications.
• Training of employees on various areas of application procedures and methods.
• Updating antivirus and security patches and purging of infected machines that may compromise security..
• Backup and retrieval of stored calls on the servers.

Confidential

Computer Systems Analyst

• Used and support the MS Office suite and Windows desktop operating systems
• Maintain the security policies of assets among users
• Developing, implementing, monitoring and ensuring compliance to IT security regulations.
• Used and support Active Directory to create and manage user accounts.
• Installed, configured and maintained server hardware and software.
• Used MS NOS in an Active Directory environment.
• Immediate response to users having issues via e-mail, phone, walk in or

REMEDY ticket.

• Assisted users with 3COM-based VOIP phone issues and Polycom devices for teleconferencing.
• Configuration and support of blackberry phones for users patches through the System Management Server SMS 2003.
• Diagnosed and troubleshot hardware and software based issues
• Interacted with users at all levels to respond to requests for technical expertise
• Used remote assistance and LANDesk to troubleshoot user issues.

• Tested of the integrity of new applications and software before distribution.
• Purging of infected workstations that may compromise network security.
• Assisted users with Citrix and VPN connectivity issues.

Confidential

Junior Systems Administrator

• Diagnosing and troubleshooting laptops, desktops, printers and scanner issues.
• Managing and setting up user accounts using Active Directory 2003.
• Troubleshoot network connectivity issues.
• Applying appropriate permissions to files and folders on the server.
• Troubleshooting and maintaining Windows XP Pro and 2000 Pro platforms.
• Keep track of server run rates to determine efficiency.
• Provide support for department-related software like for E-MED database.
• Standard troubleshooting of MS Office Suite 2000, 2003 and XP.
• Mediator between vendors and IT unit.
• Used LANDesk to rapidly respond user requests for help.
• Used HEAT Paragrin ticketing applications as call tracking system.
• Daily checking and clearing of logs on the server such as application, security and system logs.
• Building and imaging of machines for users.
• PC configuration using Sysprep, Symantec Ghost, Zenworks.
• Assist users remotely using Carbon Copy.
• Train new users on basic network essentials and computing policies and procedures.
• Assisting users over the phone and remotely, domestically and those on foreign assignments.
• Tape backup management using Veritas.

Confidential

Desktop Support Specialist

• Respond to customer requests for support via e-mail, telephone, walkups, call-tracking software.
• Provide support to Dell and IBM laptops and desktops by replacing faulty peripherals, such as hard drives, power supplies, memory sticks, keypads, monitors and BIOS batteries.
• Troubleshoot network connectivity issues.
• Track issues and trouble tickets using HEAT5.5 until resolved.
• Resolve remote user issues such as VPN Dial-up and Citrix
• Basic troubleshooting of Desksite DMS.
• Setting up of audiovisual conferencing using Cisco phones.
• Daily changing of backup tapes.
• Record maintenance of hardware in asset database.
• Participate in team projects that enhance the quality of service.
• Support of Windows XP Professional and Win2Kpro operating systems.
• Basic troubleshooting of MS Office 2003 and XP as Outlook, Word and Powerpoint.
• Escalate problems to proper team/unit.
• Resolving issues within a timely, standardized manner.
• Creating user accounts and management through Console One.

Confidential

Desktop Support / User Services Specialist

• Troubleshooting hardware and software issues.
• Upgrading firm-related software and hardware.
• Maintaining inventory of equipments -blackberries, laptops, desktops, projectors and pc peripherals.
• Remotely accessing user machines using ALTIRIS.
• Imaging / ghosting of new machines for the firm using Symantec.
• Administering daily server backups.
• Using Active Directory to manage user accounts.
• Troubleshooting HP and Epson Color printer issues such as changing rollers, replacing fusers and taking care of paper jams, cleaning toner areas and changing toners.
• Managing the Exchange 2000 server to create user profiles.
• Setting up of Video and teleconferences using Room Tracker.
• Serve as a contact point to vendors for the firm.
• Immediate response to ticket requests using IQ tracker.
• Managing documents using iManage DMS.
• Setting up workstations for new users.

Confidential

Desktop Support Specialist

• Assisting users with immediate desk side needs.
• Resolving Win2KPro and other OS issues
• Diagnosing and troubleshooting hardware/ firm-software related issues.
• Providing support through e-mail, phone and walk-ins.
• Serving as a mediator between vendors and firm
• Providing valuable input as to the improvement of service and other issues.
• Providing support of blackberries, PDA's, laptops, desktops, and projectors.
• Setting up of AV conferences with the use of projectors and Cisco phones.
• Troubleshooting basic MS applications as Outlook, Word, Powerpoint.
• Prompt response to resolving issues using HEAT 5.5 ticketing system.
• Daily changing of backup tapes.
• Troubleshooting VPN dial-ups and Citrix issues.
• Maintaining regular inventory of firm equipments.
• Managing user's accounts, group policies and logins within AD.
• Resolving connectivity issues.
• Setup for new employees.

Confidential

Hardware / Software Support Analyst

• Imaging and installing personal computers, printers and other computer peripherals.
• Assisted users to resolve computer related problems such as inoperative hardware or software, including network connections.
• Assist with work projects such as converting to new hardware or software.
• Installed and tested new software packages and upgrade of Win2KPro OS .
• Made and tested network connections from Hub unit to computers ensuring each workstation was configured with accurate user information.
• Analysis and troubleshooting of common computer problems and learning new systems on the job.
• Made modular repairs and maintenance of computer equipment on a timely basis, thus minimizing user downtime.
• Assisted in maintaining inventory and tracking of computer equipment, supplies and accessories such as Dell, IBM, Toshiba, and HP printers, desktops and laptops.
• Made recommendations for improvements in computer system.
• Created user accounts and connected them to the network.
• Setting up of new systems for new employees.
• Used VNC to remotely render assistance to clients.

Confidential

Deployment / User Support Specialist

• Installation , upgrading and supporting Windows 2K Pro
• Diagnosis and troubleshooting of hardware and software issues
• Creating and managing new user profiles
• Imaging/ installation of new systems with applications to specification
• Troubleshooting of LAN connectivity issues
• Troubleshooting of MS applications such as Outlook , Outlook Express , Explorer
• Knowledge of DNS /DHCP/TCP

Confidential

Deployment / User Support specialist

• System building and imaging of computers
• Orientation of clients to new software , usernames , and navigation techniques
• Troubleshooting of hardware and software like MS Outlook Express and network connections.
• Creating new user profiles and passwords within AD
• Upgrading and supporting systems such as Windows NT /95 98 to Windows 2k Pro and Windows 2000
• Migration and Support of applications such as PST files , .PAB files, MS Exchange 2000
• Configuring and troubleshooting desktop settings
• Immediate deployment of Dell computers to clients on base

Confidential

Technical Support Specialist P/T

• Installation of computers , hardware and software
• Diagnosing and troubleshooting of PCs in a Windows environment
• Accurate response to trouble calls and effectively providing solutions
• Diagnosis and troubleshooting of MS Office suite
• Migration , configuration and troubleshooting of desktop settings
• General hardware maintenance
• LAN support

Confidential

User Support / PC Technician

• Diagnosing and troubleshooting of desktops such as Dell Optiplex GX1 , Compaq , IBM PCs
• General upgrade of systems to current OS either manually or using RIS
• Installation of hardware and software in PCs
• Diagnose and troubleshoot network connectivity issues
• Assist in creating and managing users in Windows NT environment
• Problem resolution of clients in certain applications like MS Word , Excel, PC Anywhere and PC Docs
• Preventive maintenance duties on PCs
• Litigation support using Dataflight's Concordance, Summation, Casemap, JFS litigator notebook and Westlaw
• FISMA Compliance training, UNIX Administration, Dell Certified Systems Expert DCSE , HP Certification, PC repairs , Windows 95/98, Windows 2000 Professional, XP/ XP Professional, System migration and staging , Exchange 5.5, Laptop imaging, configuration of printers, working with fax machines, Hitachi DDP92 printers, Fujitsu M4020 scanners, Sony, Dell and IBM laptops. Active Directory 2003 management, Applying permissions to folders on the server, monitoring run rate of servers, troubleshoot access to folders and files on server. Run back up daily on servers.