PROFESSIONAL SUMMARY:

• Dedicated Technical Support representative adapt at resolving complex network issues.
• Critical thinker who addresses customer support issues quickly and is experienced in handling many projects and deadlines simultaneously.
• Exceptional Leadership and Management skills.
• Windows Professional & iOS
• Microsoft Office, Microsoft Excel, SharePoint
• VoIP networks
• Siebel CRM System
• Citrix, Land/Wan, Client Server

KEY KNOWLEDGE & SKILL AREAS:

• Software/Hardware configuration
• Testing & Troubleshooting
• Network Administration
• LAN Operations
• Cross - Functional Team Leadership
• System Documentation
• System Upgrades & Optimization
• Solid knowledge of creating Test Plan, Test Script, Test Design, Test Coverage & Functional Testing
• End User Training
• Defect tracking
• Active Directory Proficient

TECHNICAL SKILLS:

Hardware: iPads (IOS), iMacs (Mac OS), tablets (Android/iOS), desktops, laptops, printers, scanners, projectors

Software: MS Office (Word, Excel, Outlook, PowerPoint, Access)

Browsers: Chrome; Safari; Firefox

PROFESSIONAL EXPERIENCE:

Confidential

Infrastructure Project Manager

Responsibilities:

• Managed the installation network equipment and carrier orders into Data Center
• Tracked ad managed additional applications requiring manual installation steps (Oracle, Java etc)
• Migrated user data using USMT (User State Migration Tool), SCCM (Microsoft System Center Configuration Manager) from Windows 7 to Windows 10 (3 - 4 users a day)
• Scheduled data migration appointments with local and remote users while using RDC (Remote Desktop Connection) to perform data verification after migration
• Involved in all equipment migration related to company policy. Made sure all work was completed and all equipment were tested before vendor handoff. Created MOPs for all night work.
• Followed up with users 24-48 hours after migration to verify new PC configuration
• Performed basic trouble shooting on new machines and re-imaged new deployed machines without losing user data if needed
• Supported common Windows applications and their configurations including MS Office and Outlook
• Deployed and installed new hardware to end-users (Dell- Dock WD-15), mouse, keyboard to user post migration
• Diagnosed software and hardware errors and compatibility issues to provide post deployment support when needed.
• Managed technical team involved in setting up user account on McAfee encryption pre new windows 10 machine deployment to ensure security
• Provided a very high level of customer service while meeting agreed to weekly build and deployment targets while working in a dynamic, complex environment.
• Documented upgrade requests thoroughly in Service Now (Ticketing Tool), associated asset assignment, and inventory management.

Confidential, NYC

Project Manager

Responsibilities:

• Develop project outlines, project timelines, cost / budget estimates and justifications, necessary for project execution.
• Interact with various business and technology users and experts to understand the business rules and risk scenarios to be developed and implemented by the technology team.
• Developed various Risk scenarios including Recovery and Resolution scenarios across Citibank.
• Organized various joint discussions between users to identify requirements and to get a better understanding of the projects and the industry under Agile methodology
• Prepared business case and process flow chart in MS Visio for presentations.
• Research detailed Mutual Fund update requirements for the new regulations on FUND Serv standards
• Prepare Software Requirements Solutions (SRSs) and follow up on post implementation of the requirements.

Confidential, Parsippany, NJ

New Deployment Project Manager

Responsibilities:

• Manage the end-to-end Business Services Voice product lifecycle process for strategic technology and service deployments.
• Lead and collaborate with all product and project stakeholders, e.g., engineering, network operations, sales, marketing, service assurance, service delivery, and training, to develop and maintain a program plan.
• Managing Data Center server upgrades. Working with vendors to manager cable routing.
• Verifying cable runs with the team. Providing work tickets for NOC to test equipment and very ORT (Operation Readiness Testing)
• Oversee the detailed activities associated with the design, development, and deployment required to release projects to market on time and within budget.
• Establish and implement policies and procedures needed to achieve goals by gathering and analyzing competitive intelligence data from product lines.
• Develop, mentor, and train specialists to ensure department work performance and project objectives are met.
• Worked with different clients regarding the resolution of product hardware, software and operating system issues.
• Actively managed Third party vendors, Subcontractors working on network projects.
• Analyzed client issues to determine resolutions, worked with different departments to manage process.
• Documented and communicated process for Corporate Development.
• Maintained appropriate records of client contact through the CRM system.
• Managed trouble reports and recorded service request tickets using ticketing system- Siebel
• Managed the Siebel CRM system
• Tracked inbound CRM Support requests from Field Personnel
• Managed CRM Issues, Resolve or Initiate Help Desk Tickets for appropriate routing and follow through to resolution
• Managed projects with other groups in the company. Handled issues and obstacles by bringing in specialized vendors to troubleshoot particular platform or application (Citrix, Land/Wan, Client Server, etc.)
• Provides complex technical expertise for industry standard database applications, i.e. MS Access, Oracle, MySQL, MAC.

Confidential, Edison, NJ

Quality Analyst Tester/Help Desk Support

Responsibilities:

• Handled technical troubleshooting within the environment, including system crashes, slow-downs and data recoveries
• Involved in Requirements meeting, created Test Cases, Test Plan document and have them reviewed with Leads.
• Performed Functional Testing of application by executing Test Steps from Test Cases.
• Recorded, Maintained & Tracked Defects, assigned type & severity levels.
• Verified the data stored in the database with the help of SQL queries.
• Ensured Quality through technical competency and provided technical support to the team.
• Proven ability to diagnose, troubleshoot, and resolve technical problems.
• Provide Daily Technical Support for e-mail, network, connectivity, telecommunications and system maintenance.
• Collected and recorded tickets using Siebel Ticketing system
• Ability to perform in a team environment effectively
• Accountable for long-term and day-to-day maintenance and technical support of site including suggestion solutions and analyzing requirements to meet user needs.

Confidential

Desktop Engineer

Responsibilities:

• Managed 8 Techs, supporting over 3,000 employees
• Managed and developed the Specialist staff, daily incidents, service requests and managed operations to SLA.
• Managed team performance, training and development, goal setting
• Resolved all open tickets within 24 hours or 5 Business days depending on Ticket (hours, days), resulting in a 90.2% customer satisfaction rating.
• Acted as central point of contact for the Service Desk.
• Improved department SLAs through identifying and acting upon daily call drivers trends
• Primary point of contact for all technical issues/concerns for 3,000 Walgreen stores in the US and Canada.
• Ensured all assets were properly tagged and tracked
• Created numerous support documents and streamlined various processes for Blockbuster and CompuCom personnel to demonstrate how to achieve contract obligations
• Provided project implementation and leadership for numerous projects within the United States
• Reduced application outages through prompt detailed escalations to support teams.
• Reduced overtime by managing staffing schedules to optimize staff coverage
• Responsible for SOX compliance.
• Installed, replaced, and repaired computers, servers, and related peripherals
• Provide proactive recommendations for improvements to desk side.
• Support standards-based network hardware, systems management software
• Support all Operating System issues and application support for VP and Upper Management as well as CEO support
• Create all desktop/laptop images (Windows 7 / XP)

Confidential

Help Desk Technician

Responsibilities:

• Provide Desktop Support and perform mainframe and account-maintenance tasks.
• Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty.
• Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.
• Closed 95% of trouble tickets on the first call on phone without escalation.
• Analyze end user needs for 100% satisfaction
• Ensured that High Levels of User Satisfaction was achieved
• Excellent interpersonal, communication and relationship-building skills
• Provided One on One-installation services to professors for specific classrooms (PC’s, Laptops. Projectors, Smart Boards, Speakers)
• Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, virus infections and more.