OBJECTIVE

To obtain a challenging technical support position in an atmosphere that utilizes my skills and experience.

QUALIFICATIONS:

Project Management / Coordination Experience, Information Technology On Site and remote support Tech Experience, Local Area Network and Wireless Area Network Experience, Windows XP, Windows 7, MS Office Suite including MS Outlook, Active Directory, DNS, Desktop Support, Remote Resolution, SAP GUI Installation and Troubleshooting, Citrix XenApp, Manage Engine Service Desk Software, Windows Server Management, MS Powershell, Linux Administration, Remedy Service Desk, Infra, Bomgar Remote Support Solution, Customer Service Experience and Administrative Assistant Experience

EXPERIENCE:

Confidetial

Desktop Support Analyst Mac Support

Provide level 2 / 3 technical support for the Mitchell College Campus providing assistance to both students and staff members, Troubleshooting Software and Hardware Issues for WIN 7 Machines and MAC OS X Maverick PC's, Troubleshooting Audio / Video equipment on Campus i.e Projectors, Audio equipment, Internet Connected television boxes. Assistant Network Admin, responsible for Active Directory entries and changes, tracking hardware inventory, and maintaining good customer relations with the Mitchell College Campus. Troubleshooting and resolving IOS and Android Phones. Provided remote desktop machine management, troubleshooting and performing Windows 7 installations. Provide initial WAN/LAN / Firewall Troubleshooting, Usage of remote support tools TeamViewer . Usage of Manage Engine software for ticket documentation. Provide in depth troubleshooting of MS Exchange Servers, and MS Outlook Client Software. Assist in the protection of network security via password resets and verification. Active Directory administration and maintenance Provide escalation notifications to the respective departments. Monitor SCOM alerts for servers and applications.

Confidential

Desktop Support / Help Desk analyst

Provide first and second line technical support to all Call Center staff and 3rd Parties in the Remote call Center office located in Centerbrook CT. Troubleshot and fixed VPN connectivity issues, Software and operating system issues and also providing end user usage assistance with the MS Office Suite, Provided remote desktop machine management, troubleshooting and performing Windows 7 installations, Avaya IP telephones hardware and software troubleshooting. Provided initial WAN/LAN / Firewall Troubleshooting, Usage of remote support tools TeamViewer . Usage of Manage Engine software for ticket documentation. Provide in depth troubleshooting of MS Exchange Servers, and MS Outlook Client Software. Assist in the protection of network security via password resets and verification. Active Directory administration and maintenance Provide escalation notifications to the respective departments. Monitor SCOM alerts for servers and applications, Monitor Linux servers, Performed initial troubleshooting and resolution of Blackberry, Windows Phone, and iOS issues.

Confidential

Desktop Support /Service Desk Analyst

Provide first and second line technical support to all Beazley staff and 3rd Parties in the local office located in Farmington CT and in remote locations. Troubleshot and fixed VPN connectivity issues, Software and operating system issues and also providing end user usage assistance with the MS Office Suite, Provided remote desktop machine management, troubleshooting and performing of Windows XP and Windows 7 installations, Cisco IP telephones hardware and software troubleshooting. Provided initial Cisco WAN/LAN / Firewall Troubleshooting, Usage of remote support tools Dameware . Usage of Infra software for ticket documentation. Provide in depth troubleshooting of MS Exchange Servers, and MS Outlook Client Software. Citrix XenApp and AppSense. Assist in the protection of network security via password resets and verification. Active Directory administration and maintenance Provide escalation notifications to the respective departments. Monitor SCOM alerts for servers and applications, Performed initial troubleshooting and resolution of blackberry, windows mobile, and iOS issues.

Confidential

Help Desk Technician Senior Assistant

Troubleshot and fixed VPN connectivity, Software and operating system issues and also providing end user usage assistance. Provided remote desktop machine management, troubleshooting and performing of Windows XP and Windows 7 installations, Cisco and Avaya IP telephones and software troubleshooting. Provided initial Cisco WAN/LAN / Firewall Troubleshooting, SAP GUI installation and troubleshooting, to the server level. Usage of remote support tools Bomgar Rep Console . Usage of Remedy software for ticket documentation. Provided initial in depth troubleshooting of MS Exchange Servers, and MS Outlook Client Software. Assist in the protection of network security via password resets and verification. Provide escalation notifications to the respective departments. Performed initial troubleshooting and resolution of blackberry, and iOS issues.

Confidential

Information Technology Help Desk / Desktop Support Technician

Help Desk Technician doing various tasks such as documentation of various application fixes, applying those fixes, troubleshooting and correcting VPN connectivity, Software Installation and Usage, Remote Desktop Machine Management, Open systems Windows server backup monitoring and control operations. PC imaging Symantec Ghost Solution Suite and deployment, Mobile Platform iOS, Windows, Android troubleshooting and resolution, Cisco and Avaya IP Telephones and Software, Remote Control / Remote Connection Tools, and VMware restarts, shutdowns and builds.

Confidential

Information Technology Technician

Information Technology Technician doing various jobs such as printer refreshes, Asset inventory, Software and Hardware Break-fix work. Including system upgrades and server decommissions. Also Move Add Change IMAC work for various Enterprises including Bristol-Myers Squibb and Subway International HQ, Performed LAN/WAN Maintenance, File and Data Recovery, Symantec Ghost Solution Suite, Cisco Firewall Troubleshooting and Maintenance

Confidential

Information Technology / Help Desk Support Technician Answered inbound calls from customer and troubleshot network connectivity and MS operating systems and Macintosh Operating systems

Confidential

Information Technology Technician

Responsible for going to various Car Dealerships and installing software on to computers for ADP, Providing Break-fix work and maintaining all paperwork for keeping track of jobsites that are open needing to be done and closed or completed

Confidential

Various positions as follows:

• Responsible for receiving and routing incoming communications, to the appropriate departments. Responsible for correspondence, office supplies, also supervised mail room activities and was responsible for monitoring incoming and outgoing Fed Ex Packages.
• Break-fix / IMAC technician for Subway International working with HP, Dell and IBM products. Front Desk receptionist for a busy chiropractic office seeing 150 to 200 clients per day. Welcomed clients and visitors and helped create a caring atmosphere at a local community center. Assistant Brand Manager for Urban Marketing at Subway International, and advertising copy.

Confidential

Office Manager / Project Manager

• Part Time Information Technology Technician Break-fix . Doing everything from replacing LCD Screens on Laptops to replacing motherboards on IBM's, Dell, HP and Compaq machines also an AS 400 tape technician, and Performing Move Add Change work for Bank of America
• Managed an office of 5 people during the Fleet-Boston / Bank of America change over for NetTech consultants including handling travel claims for technicians throughout the northeast region.
• Responsible for dispatching computer repair calls to 50 technicians from Maine to Virginia.
• Coordinated special Projects for computer repairs and changes project for the entire northeast region between Hewlett-Packard and Bank of America.
• I Kept track of calls that are open or closed, and also kept track of projected and needed completion dates, and budget concerns. Tracked technicians work hours for pay, billing and budget purposes.
• Customer service call center manager for NetTech's Bank of America computer project handling approximately 300 telephone calls daily and approximately 75 escalations daily.

Confidential

• Base-wide Information Technology Technician for Support Center New York doing break-fix work, LAN upkeep, refresh work and backups for base wide databases. Provided customer service by receiving, entering, routing, and tracking Public Works requests, including all electronic hardware and software for the United States Coast Guard Academy.
• Quality Assurance Inspections for 43 maintenance shops at the US Coast Guard Academy.
• Responsible for coordinating relocation actions for military members from duty station to locations throughout the United States
• Responsible for correspondence, office supplies, supervised mail room activities and was responsible for monitoring incoming and outgoing Fed Ex Packages
• Handled 450 personnel records, Payroll and Benefits Counseling for 450 military personnel
• Handled a 30-line switchboard for a Coast Guard unit in New York City, New York that handled both routine calls and emergency search and rescue calls for 18 months.

.

OTHER EXPERIENCES:

Confidential

• Volunteer On-air Personality / Mix show Disc Jockey / IT Assistant
• Volunteer on air personality and mix show disc jockey at 94.3 / 1340 WYBC-FM / AM. Assistant to the IT engineer assisting with local Desktop / network support issues and transmitter support both remotely and on site at the transmitter tower building.

Confidential

Program Director / Assistant Manager

The Program Director/ On-Site Manager for two different entertainment companies, responsible for overseeing 25 disc jockeys in 15 different venues. Handled all PC's owned and or maintained by the company including upgrades to hardware and software, which included replacing video cards, sound cards, motherboards, and internal and external peripherals