PROFILE:

• Over ten years in the field of Help desk, Desktop Technical support, and customer service.
• Employed by Federal government, NYC Hospitals, colleges and private sector.
• Experienced in system upgrades, configurations and migration / rollouts.
• Configured, installed and maintained HP, Lexmark, Brother, Dell, Minolta and IBM printers and peripheral devices.
• Network Management Operations Center NOC Technician. back-up /
• Ticketing software Support Magic, Remedy, Track it, Impact and Connect Wise.
• Lab Tech net work monitoring and remote access.
• Remote access via Microsoft shared application.
• Software: Windows NT, XP, Vista, Win 7 and propriety software
• E-mail applications - Outlook, Outlook express, Eudora.
• Ability to grasp propriety software, operating systems, new concepts quickly.
• Working long and short terms contracts with the aim of obtaining a full time permanent position. All contracts have been completed successfully.

PROFESSIONAL EXPERIENCE

Confidential

Independent Contractor

• Working as a free lance contractor in association with Barrister Global Technical and Modis responding to technical support.
• Projects include hardware, software, printer, configuration and analysis issues.
• Clients include private individuals as well as businesses and corporate contracts as held by service providers whom utilize my skills.
• These skills are, but not limited to helpdesk, desktop support, installations, roll outs, and migration.
• Installed home networks and troubleshoot customer's hardware and software issues.
• Printer and peripheral device troubleshooting and break / fix

Confidential

• Proactively monitor client network and equipment and take immediate action or escalate alerts as required. Track, follow-up and communicate ongoing issues.
• Spot alerts that allow for proactive action to be taken avoiding costly repairs
• Provide first and second level support to clients to identify, diagnose and resolve issues accordingly
• Assist Sub Contractors and onsite technicians with equipment swaps, troubleshooting, repair and maintenance of Media kiosk and related computers.
• Responsible for the configuration, resolution, sound, down load content and connectivity of Media walls and monitors.
• Asset tracking, maintaining data changes on equipment and location within internal systems.

Confidential

Technical Support / Migration Project

• Technical support windows 7 migration
• Windows 7 upgrades and refresh for new employees and existing employee
• Configuration and training for Win 7 and Microsoft 2007, 365 office suite.
• installing applications unique to each client and user division utilizing DMT tools.
• Preserving desktop and personal data, network connectivity and Outlook mail services.
• VPN mobile pass configuration, testing and support.
• Reconnect to DHCP server and network connectivity.

Confidential

Migration /Computer Rollout project

• Providing desktop technical support to end users who had been transitioned.
• Technical support for virtual Windows XP bundled with Thomas's and proprietary financial software.
• Supported Win 7, XP Vista and Microsoft office 2007, 2010.
• Set user account profiles, password reset, admin rights, systems groups and users.
• Computers and peripherals relocated, reinstalled and configured.
• Team member for Windows 7 migration and support.
• Mapping of printers, trouble shooting Lexmark printers stand alone and network printers.
• Installed, configure and maintained operational functionality on stand alone and network printers
• Outlook e-mail support.

Confidential

Help Desk / QA support

• Helpdesk
• Phone support for administration and end users.
• Opened, closed tickets and follow up courtesy call to ensure satisfactory resolution.
• QA - modifying and ensuring integrity of helpdesk tickets in support of transitional help desk move from United States to Europe.
• Impact ticketing system.
• Generated comparison reports for research and development team.

Confidential

Desktop support / Helpdesk

• Technical support team member to address any end user questions on software and resolve any problems customers encountered.
• Opened, closed tickets and follow up courtesy call to ensure satisfactory resolution.
• Removed and replaced computers, printers and peripheral equipment throughout New York and New Jersey.
• Set up user permissions, rights and resolved corrupt profile sand connectivity issues obtaining IP address with DHCP.
• Placed end users in user and groups in active directory.
• Win 7 and Microsoft office suite 2007

Confidential

Desktop support

• CONFIDENTIALCare Group - - CONFIDENTIAL Group, supported the following hospitals
• CONFIDENTIAL- help desk support via telephone, e-mail and instant messaging.
• Emergency supplemental desktop operations in times of high volume turn over.
• CONFIDENTIALHospital - desktop support.
• Beth Israel Ambulatory Medical Center on call as needed desktop technical support and helpdesk.
• Break / fix support technician.
• Deployed COWS computers on wheels allowing nursing staff to access a patient's medical history bedside and provide proper medications.
• Training in use of software via phone, e-mail and nursing station support.
• Responsible for the set up configuration scheduled and unscheduled repair upgrade and printer maintenance across all the hospitals in this group.
• Supported blackberry, VPN mobile connectivity to the staff and administration.

Confidential

Desktop Support / Computer specialist

• Upgraded and replaced computers with Microsoft XP and Vista, Windows 7.
• Responded to hardware and software failures, replaced bad components, and added memory, increases system performance.
• Set up duel OS Mac / Windows, began phase in of Mac systems
• Configured user accounts, setting permission levels, password reset and unlocking accounts.
• Customized configured user specific departmental OS requirements.
• Virus removal from registry and installed anti-virus, spy ware and ad ware software.
• Responded to help desk tickets resolving professors, administration and student issues.
• Closed tickets and follow up courtesy call to ensure satisfactory resolution.
• Set priority and resolution time frame in accordance with University policy.
• Knowledge data base compiled for other help desk personnel and technicians information sharing
• Microsoft office 2003, 2007 suite.
• Installed and tested replacement and new computers and printers and peripheral devices.
• Back- up, restore and recover user data.
• Migrated e-mail accounts to Outlook exchange server.

Confidential

Technical Support

• Break / fix environment, responsible for installation of hardware PC's and printers and software.
• Created incoming professors and student end user profiles.
• Re-set passwords and user access permissions levels.
• Spy ware, viruses and ad ware removal, system optimization.
• Contributed to on line knowledge base through Track-it ticketing system
• Desktop support visits which required immediate critical hands on response.
• Assisted professors, staff and students with technical and academic issues concerning proprietary software for administrative services and Blackboard system for classes online.
• Trouble shooting all E-mail issues.
• Set up Outlook user accounts and web mail based accounts.
• Migrated and converted e-mail applications to conform to college requirement for uniformed e-mail.