QUALIFICATIONS

• Solutions-oriented analytical candidate with extensive understanding of IT operations with 13 years of experience in helpdesk, desktop, and service desk support
• Expert level troubleshooting skills of hardware and software platforms including Microsoft operating systems and server products and services Experience with Mac OS, Mac applications and many 3rd party applications
• Provide hands-on technical training to technical and non-technical customers, employees and management team 10 years providing remote end user support
• Exceptional customer service skills/excellent verbal and written communication, able to contribute to team-based resolutions
• Poised, articulate leader with strong business supervisory and team building skills with exceptional work ethic
• Well-organized and detail-oriented, demonstrating effective time and project management Consistent first-time ticket resolution within ITIL guidelines
• Experienced technical writer, producing clear and concise documentation for company-wide knowledgebase
• High aptitude for attaining new skills/learning new technologies Proven ability to work calmly and effectively under pressure and tight deadlines
• Great understanding of priorities and having foresight to prevent future problems and challenges.

TECHNICAL SKILLS

• Applications: Microsoft Active Directory server and client management, Exchange Management Console, Adobe Acrobat and Reader, Adobe Photoshop and Illustrator, Microsoft Office 97-2010 and Office 365, Microsoft Outlook and Microsoft Entourage, Group Policy Console, Citrix Xen Desktop, Microsoft Project Server, Snagit, Internet Explorer, Mozilla Firefox, Dropbox, iTunes, Salesforce, Oracle, PeopleSoft Finance/HR, Java, QuickBooks Pro, Camtasia
• Communications/Telecom: VOIP and digital telephony, Cisco, BCM, Switchvox, Asterisk, BlackBerry, iPhone, Windows Mobile, Android 4.0, BlackBerry Enterprise Server, Good Mobile Messaging Server, Exchange Active Sync, GFI Fax Server, Microsoft Lync IM, Spark IM, Polycom bridge hardware, Skype
• Databases: Microsoft SQL Server, Microsoft Access, other proprietary database systems
• End User Support: WebEx, Citrix GoToMeeting, Remote Desktop Protocol, DameWare, LogMeIn, NetMeeting, Cisco VPN, Nortel VPN, Windows Deployment Services WDS , Symantec Ghost
• Networking/Cloud Solutions: Cisco ASA and Concentrators, TCP/IP, DHCP, WINS, and DNS, Amazon Web Services, Rackspace, VLAN configuration, Wired and wireless routers/switches, SiteScope
• Operating Systems: Windows 98 Windows 8.1, Mac OS X, Red Hat Linux, Google Chrome, Android 4.0, AS/400, Novell Netware
• Security: Symantec EndPoint Protection, McAfee Personal and Enterprise, SmartFilter, RSA Secure ID, RADIUS 2-factor authentication, SharePoint 2007-2013, Microsoft ISA Firewall, CheckPoint Full Disk and Media Encryption, BitLocker, MalwareBytes, BigFix, Kaspersky, WLAN security and encryption security policies, Cisco ASA appliances
• Servers: Microsoft Server 2000 2012, Citrix VDI, Microsoft Exchange 2000-2012, Microsoft Print Server supporting various printer manufacturers, VMWare, NetApp Filers, RADIUS
• Ticketing Systems: Cerberus, Confluence and Jira, Heat, Remedy, Service Desk Plus, Service Now

WORK EXPERIENCE

Confidential

Sr. Systems Engineer

• Provided technical support to company employees. Handled high level and escalated requests in addition to standard requests. Performed IT audits to comply with Sarbanes-Oxley requirements. Back-up to Desktop Support Manager and mentor to all team members. Was approver for access requests and responsible for verifying team members followed Change Management processes.
• Consistently exceeded expectations on annual performance reviews for exceptional customer service and first time resolution on service desk tickets
• Made decisions by analyzing factors relevant to the company's key result areas in costs, resources, and stakeholder requirements
• Successfully performed cost/benefit analysis for senior management teams
• Integral member of ITIL management process team responsible for creation of company SLAs and procedures
• Created policies and procedures to comply with Sarbanes-Oxley SOX requirements Ensured companywide adoption of said policies and procedures through departmental training
• Conducted and completed internal Sarbanes-Oxley audits to ensure company compliance and security of intellectual property
• Often led department in closed tickets every month ensuring first time resolutions and following up to ensure customer satisfaction
• Assisted and trained team members on a daily basis
• Monitored all helpdesk traffic, ticket age, and user interaction to ensure proper communication and timely customer service within established SLAs
• Regularly involved in technology procurement processes including keeping a close relationship with venders, entering requisitions, tracking orders, ensuring approvals and following up on order completion and accuracy
• Completed infrastructure projects including upgrading software applications, VOIP phone system cutover and configuration, server migration
• Configured Service Now service desk application and transitioned company from old ticketing system application Created end user documentation for smooth transition in obtaining support
• Built knowledgebase documentation within Service Now for company wide use
• Installation and support of local and networked printers, and other peripheral devices including company print server setup and maintenance
• Well versed in virus and malware/spyware removal and maintenance
• Experience supporting iPad and Android tablets and all handheld devices
• Installation, configuration and troubleshooting of Microsoft Outlook in POP3/cloud-based and Exchange environments experience with Microsoft Entourage and Outlook for Mac
• Troubleshot on the client and server side of systems/perform hardware and software upgrades to personal and server equipment
• Performed SQL database and system backups utilizing tapes, cloud, CD media and Ghost server
• Completed company security awareness training for data safety
• Managed Internet proxy server and firewall devices to ensure security policies were in place and being followed and that end users could perform their required job duties

Confidential

IT Quality Assurance Manager

• Assured quality of work performed for 70 local and international IT groups, using detailed monitoring skills through Remedy ticketing application and Crystal Reports software. Was the main liaison between the business and IT
• Created technical and non-technical documentation and obtained solutions for the use of new and current company-wide technology
• Used statistical reporting tool Crystal Reports and Microsoft Excel for the purpose of continuous improvement recommendations for current processes and procedures
• Trained employees and clients on company technology to ensure high levels of productivity worked closely with other IT managers throughout the development and execution of business plans and company operations
• Managed IT projects with the use of Microsoft Project software to assure on-time completion and within established budget
• Verified that solutions/resolutions on technical tickets were effective and that customers were happy with work performed
• Provided solutions to technicians who had aging and open tickets due to high level of difficulty
• Ensured that SLAs were being met and identified opportunities for improved working efficiency and customer service

Desktop Support Analyst

• Installed and configured desktop and PC equipment, printers and All-in-Ones, and BlackBerrys and monitors for 4000 clients/users. Performed backup of user profiles for computer re-imaging and new equipment setup.
• Received network administration training from senior technicians including network monitoring and security, software migration and upgrades, user account management, and telecom support
• Worked with procurement manager to gather requirements for new PC builds and company equipment and software purchases

Confidential

Manager on Duty

• Assisted Operations and General Manager with the day-to-day operations of the store, including employee safety and time management, district service agreements and general store operation. Was a trusted store key holder and inventory manager.
• Created motivational environments for employees and management by accentuating each individual's skill set through the use of well thought out coaching techniques
• Ensured till limits were handled promptly and accurately
• Followed all operational procedures as required led employees by example throughout all daily tasks including shipment receipts, inventory management, safety procedures, customer services and employee relations

Lead Technician

• Directly supervised employees throughout PC assembly, demonstrating proper installation procedures and guidelines.
• Performed internal system upgrades, including the installation of memory, hard drives, motherboards, and video cards
• Set-up new systems as sold installed and set-up software/hardware
• Taught customers how to use, install and/or set-up all items sold in our electronics department including digital cameras, fax machines, multifunction units, PCs and PC networking equipment
• Configured wired and wireless networks for customers and for store location
• Troubleshot and resolved network printer, company computer, and other network connectivity issues

Electronics' Department Supervisor Office Equipment Machines

• Managed, trained, and evaluated sales associates on a daily basis.
• Assisted customers in purchasing various types of software and peripheral devices Provided at home instructions for setup when requested
• Trained employees in electronics department to install and repair all electronics equipment
• Monitored the trainees and gave additional instruction where necessary
• Created trouble tickets with computer manufacturers
• Maintained excellent customer service and high moral in the store

Confidential

Technical Specialist/Network Administrator/Entrepreneur

• Provided personal and business customer consultations
• Taught customers and their business staff how to use various types of hardware and software
• Built and setup custom PCs
• Provided basic moderate network configurations for personal and business use
• Resolved hardware and software requests including virus removal, application, graphics and sound issues, peripheral device errors, and various hardware and software installations