TECHNOLOGIES: TECHNOLOGIES / TOOLS / HARDWARE AUTOCAD AUTOCAD LT TO VERSION 2013 MICROSOFT OFFICE AND OFFICE PRODUCTS TO 2013 INCLUDING OUTLOOK, PROJECT AND VISIO WINDOWS 7 LOTUS NOTES TO VERSION 7 APPLE PRODUCTS SOFTWARE LINUX UNIX ACTIVE DIRECTORY NOVEL NETWORKING SAS EG and PCSAS VNC QUALITY CENTER PEREGRINE SERVICE CENTER LAN/WAN/WIRELESS NETWORKING PRINTER REPAIR JAVA JDK, SDK AND JRE MCAFEE NORTON KASPERSKY POINTSEC SECURECHECK TRUECRYPT HP IBM DIAGNOSTIC SOFTWARE WINTEL SOFTWARE DELIVERY BLACKBERRY SUPPORT SERVICE NOW HP OVCM/HPCA DESKTOP AND LAPTOP REPAIR DAMEWARE HEAT REMEDY VPN SUPPORT CISCO AND JUNIPER VPN CENTRALIZED MANAGED PRINTER

SUPPORT EXPERIENCE: Confidential Desktop Support Tier 3 Role: Transitioned to HP Desktop Support roll at Citi Financial in 2012 Employed HP approved methodologies and to resolve trouble tickets in a timely fashion Provided Hardware and Software support for a large and diverse user base while maintaining a greater than 94 percent SLA for past year of contract and a greater than 90 percent the previous 3 years Supported the transition from Windows XP to Windows 7 Hardware support for Laptops and Desktop from IBM Dell and HP, Blackberry Devices, Avaya voic-eover IP phones and AV equipment. Transitioned from PBX phone System to Avaya Voice Over IP phones Directly handling over 1700 tickets with my time at Hp while handling over 300 request tickets for hardware removals and installs Consistently Handled a higher average ticket count than my Peers User Support provided by phone instruction and interaction remote Support with tools like VNC, MS Communicator, MS-RDC as well as Direct desk visits and customer contact. Ticketing system improvements implemented with subsequent training to other techs to the ServiceNow ticketing system and an Improved ResolveIt system Maintained communication with customer to ensure proper level of information to user on progress towards resolution of their issues Prioritized calls so as to ensure effective time management and productivity while keeping proper time and work documentation in Service Now. Responsible for Inventory Management to handle on the fly hardware replacement Worked on small project development and Implementation Using the ITIL Methodologies Documented routine break fix issues and solutions for dissemination to new technicians and technically inclined users Integrated with various other support teams to ensure successful project/task outcome Responsible for Pointsec Administration allowing access to user machines where Users Pointsec Password had been lost or the account locked out. Network Maintenance from PC to Wall and From intermediate Network Distribution Frame to Router, ensuring network connectivity for users by maintaining strict inventory of port usage, Keeping management appraised of needed Network improvement. Worked on Active directory maintenance and management to ensure user flexible data access while minimizing security risks to the company Maintained data security standards as outlined in CitiFi Policies and those outlined by appropriate guidelines while following CitiFi and HP Data retention Policies. Responsible for software license management by way of HP Radia and the in house developed front end for HP's OVCM software utility Confidential Desktop Support technician tier Provided Hardware and Software support for over 2000 user base while maintaining a greater than 90 percent SLA the previous 3 years. Hardware support and repair for Laptops and Desktop from IBM Dell and HP, Blackberry Devices, and Audio visual equipment Network Maintenance from PC to Wall and From intermediate Network Distribution Frame to Router, ensuring network connectivity for users by maintaining strict inventory of port usage, Keeping management appraised of needed Network improvement. Supported the transition from windows 2000 to Windows XP. Directly handled over 2000 user generated tickets over my tenure with Dell,while handling over 300 Request tickets Consistently handled ticket counts significantly higher than my peers. Supported transition to Service Now Ticketing system from Peregrine Service Center and ResolveIt User Support provided by phone instruction and interaction as well as remote Support with tools like VNC, NetMeeting, Dameware, MS Communicator, MS-RDC, as well as Direct desk visits and customer contact. Maintained communication with customer to ensure proper level of information to user on progress towards resolution of their issues Prioritized calls so as to ensure effective time management and productivity while keeping proper time and work documentation in the Peregrine Service Center Trouble ticketing system. Instrumental part in deployment of the new Pointsec security suite later received additional duties as a Pointsec administrator Mid Contract underwent training in transition to ServiceNow ticketing system then provided training to other technicians and staff Responsible for Inventory Management to handle on the fly hardware replacement Underwent ITIL training at the behest of Dell to improve small project development and implementation Documented and trained on routine break fix issues for dissemination to new technicians and technically inclined users Integrated with various other support teams to ensure successful project/task outcome Active directory maintenance and management to ensure user flexible data access while minimizing security risks to the company Maintained data security standards as outlined in CitiFi Policies and those outlined by appropriate guidelines while following CitiFi and Dell Data retention Policies Part of the team that transitioned to software license management by way of HP Radia Underwent training to learn how to use the several incarnations of the various front ends implemented Confidential Desktop Technician / Printer Repair Role: Provided Break/Fix and Desktop support service for all tickets assigned to meet company SLAs SLA Met 92 percent of Time exceeding Contract requirements Support provided most often by direct user contact Worked PC and Printer repair / maintenance in a massively multi user environment Responsible for deployment of PCs for New Users and Replacement PCs due to age, malfunction and Warranty replacement. User Data Backups in preparation for new PC deployment and to ensure continuity after equipment or OS failure Maintained Data integrity To HIPAA Standards Printer Repair For HP Lexmark Printers On location. Responsible software installation at user request and on ticketed request Developed appropriate systems for small project development Responsible for client / user training on new software and procedures Scheduled user appointments so as to maximize daily work-flow Established and maintain lines of communication to apprise users of delays or scheduling conflicts or other schedule changes Part Order authority for all parts pertinent for ticketed problems. Established an in stock inventory of frequently used items to ensure rapid repair of common problems Maintained ITAM Information Technology Asset Management records To ensure compliance with all software license agreements