EXPERIENCE SUMMARY:

Over 20 years of experience in excellent management skills, customer service, and organizational skills, PC deployment, hardware, software, inventory control, and technical training, in addition to many other skills, computer support operations to include formal classroom and deskside instructions, curriculum development, course design and material creation as well as the evaluation of training material desktop and helpdesk support in troubleshooting of various applications and configuration of hardware and software applications: Windows 7, Microsoft Vista, Windows XP, Windows 2000 Professional, Windows NT Workstation, MacOS 9 and/or MacOS X, Microsoft Office 2003, and Microsoft Office 2007. In addition, skilled in the areas of, Voice/Data Integration, VOIP installation and maintenance, A great understanding of Local/Wide Area Networks, Implement Integrated Services Digital Network ISDN technology and Telecommunications.

PROFESSIONAL EXPERIENCE:

Confidential

• Healthcare experienced includes working with Clinical, Lab and Pharmaceutical departments
• PC Deployments
• 100 Travel
• Server and Security Administration Setting up usernames, user groups and passwords
• Printer set up server-side and printer groups
• Installation of Desktop software
• Terminal emulation experience hooking up to the mainframe through terminal emulation package
• Active Directory and Netware experience
• Work with multiple vendors to configure hardware and client application
• Provided physical distribution of hardware throughout hospital facility
• Provided management of all infrastructure implementation tasks considered
• Resource management

Confidential

Provide status reports to Project Manager.

• Supervise 5 Technicians of the upgrade and migration of user data for over 1000 Desktops and laptops system to new HP units and Windows 7 OS.
• Manage the inventory of laptops and desktop coming in and out.
• Maintained and accurate account of Verizon's User Database.
• Configure and image desktop and laptop computers.
• Coordinate with HP vendor for the repair of Desktop/Laptop equipment.

Confidential

• Assist in the migration of desktop support and knowledge transfer from current seat management vendor.
• Assist in the testing vendor supplied procedures and standards for desktop support and participate in the revision/development of new documentation as appropriate for use by support staff.
• Provide desktop support to staff via remote desktop utilities LANDESK and in person for Microsoft operating systems in a mixed Netware and Microsoft environment.
• Provide support for local/networked printers.
• Provide support for productivity software MS Office, Adobe, etc.
• Provide support for e-mail MS Exchange .
• Provide support for Active Directory users.
• Provide support for PDA's and Blackberry's users.
• Create and deploy images, patches and software updates.
• Provide consulting on cost-effective implementations of microcomputer hardware and software using defined standards and specifications.
• Transfer knowledge and transition desktop support activities to state support staff.
• Provide status reports to IT Manager.
• Conduct projects as assigned by management.
• Test and deploy Windows 7 and Linux operating system platforms.

Confidential

• Responsible for imaging over 800 laptop and desktops, and providing 2nd level computer support, including hardware and software assistance on issues escalated from the Help Desk.
• Provided hardware and software related support for internal and external clients.
• Responsible for the installation and trouble shooting of Windows XP systems, proprietary software and VPN, wireless configuration.
• Utilized Clarify for ticket tracking and problem evaluations.
• Assigned company wide rollouts and upgrades. Schedules time with user to collect old equipment, re-configure and replace with new equipment.

Confidential

• Responsible for imaging over 1200 laptop and desktops, for the Federal Judiciary Office and
• Provided technical computer support on hardware and software to include Linux Operating Systems
• Responsible for the installation and trouble shooting of Windows Vista, 2000, and XP Operating
• Installed new VOIP Phone system provided maintenance upkeep.
• Installed standard software on firm laptops, desktops and Blackberry handheld units. Installs hardware devices including ergonomic or wireless keyboards, monitors and printers.
• Support and trouble shoot MAC OS problems.
• Images new computers for users from the network imaging server and installs post-imaging software specific to the user's needs.
• Resolved troubleshooting in the repair of network connectivity issues, hard drive and display failures, and printer problems.
• Overseer of electronic loaner equipment.
• Completed assigned firm-wide rollouts and upgrades. Schedules time with employee to collect old equipment, re-configure and replace with new equipment.
• Maintains inventory of hardware devices.
• Utilized Remedy for ticket tracking and problem evaluations.
• Trained staff on the use of VPN, remote access, Blackberries, and other hardware/software related to employee electronic programs.
• Exports mail files to archives for employees in accordance with firm mail quota.
• Monitors Remedy assignment tickets queue documents problem resolution, and works to ensure appropriate knowledge transfer to other technicians. Answers user phone calls/emails and creates Remedy tickets to document work activity.
• Provided after hours support, usually by phone, during on-call rotation. Travels back to office during late or weekend hours as needed.
• Performed regular meeting setups in accordance with firm standards to include the setup of LCD projectors, loaner laptops, and network connections for firm presentations. Removes equipment when presentations/seminars are complete.
• Rotated backup tapes and restores files as needed.

Confidential

• Occasionally travel to other offices as needed for special projects, coordinating S T services for newly acquired or opened offices, or providing coverage when another office is short staffed.
• Set up videoconferences and net-meetings for the local office.
• Assist in system related maintenance as requested, and providing assistance in testing new or upgraded applications.
• Maintain laptop distribution pool and provide support to primary laptop users, which includes preparing laptops for distribution, keeping an updated activity log, and working with vendors to maintain/fix laptop equipment.
• Maintain working knowledge of all Firm deployed applications.
• Report unusual, alarming, or recurring problems to the appropriate Analyst, Programmer, Supervisor, or Manager when necessary.
• Maintain required recordkeeping, including logging issues into the help desk database, reporting time, and anything else as directed.
• Conducted Formal class room training on Hummingbird, and Interwoven Imanage, Deltaview and proprietary software also conducts New Hire training.
• Provide walkabout training as needed and/or time permits.
• Escalate problems to the appropriate Analyst, Programmer, Supervisor, or Manager when necessary. Assist with information gathering, communication, or as requested in the resolution of escalated problems.
• Provide second level support on issues escalated from the Help Desk.
• Provide desk side and classroom training on various applications, including MS Office Suite, Windows, DOCS Open, Elite, Internet, intranet, telephone, voicemail/Unified Messaging, Blackberry, email, and proprietary applications.
• Back up local servers using Veritas Backup Exec for Windows servers version 9.1.
• Configure and image desktop and laptop computers.
• Supported 2 MAC OS systems for publication work located in the word processing center.
• Create user accounts in active directory AD , as well as configure email account in Exchange.
• Supervised development of training material for equipment implementation.
• Responsible for overall installation and processes to PBX Telephone system.
• Run basic SQL queries.
• Provided assistance in hardware/software solutions for vendors, internal and external clients.
• Responsible for the development, instruction, and evaluation of training of on-site employees.
• Provided technical support, training and develop documentation in a variety of applications to enhance business opportunities for client.

Confidential

• Train and provide administrator support on IManage document management application Adobe Acrobat 5.0-6.0-7.0, Microsoft Office products, DeltaView, BlackBerry, RightFax, Network Scanning software and MS Outlook 2000/XP/2003.
• Conducted New Hire Training and classroom training on DOCS OPEN, DeltaView, Interwoven Imanage software, HummingBird and Microsoft Office applications.
• Rebuilt and back-up user profiles and e-mail.
• Troubleshoot for calendar issues and configuration of delegate access.
• Administrative support in Office 2000/XP/2003 applications such as MS Word, PowerPoint, Excel, , Citrix, Lotus Notes, and Altiris.
• Provided corrective action to optimizing pc to include Virus protection, defragmentation of hard drive and system registry.
• Monitored and maintained the windows event log for possible infections to system stability and clients lost of productivity.
• Installer for all new employee computer or laptops and profile request for system access rights.
• Responsible for creating Remedy tickets to document work activity and inventory.
• Coordinate corporate policy efforts with the Legal Department as Document Retention Coordinator to classify and retain all data, electronic and/or hard copy and to document disposal.
• Conduct adds moves and changed in PBX switch Meridian System 75.
• Maintain equipment and budgeted allowance for electronic devices and software to include updates

Confidential

• Supervisor for day to day operations and planning of task for 5 Technicians.
• Responsible for imaging and user data transfer for over 5000 desktops.
• Performed data/media recoverability by implementing a schedule of system backups and database archive operations.
• Configured database/library of all supporting documentation.
• Developed and promoted standard operating procedures.
• Evaluated and implemented workstation/server data integrity.
• Ensured media management through internal methods and procedures or through off-site storage and retrieval services.
• Supported business requirements with installation, configuration, and maintenance of operation systems to include performance of software installation and upgrades.
• Monitored operating systems and layered software packages in accordance with established IT policies and procedures for optimum performance levels.
• Installed peripherals and hardware as needed including the loading of operating systems and software using Windows 2000/2000 server and Windows XP for PC's and laptops.
• Conducted routine hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines.