Conducted periodic performance evaluations and annual personnel reviews for staff members.
Participate in weekly change management calls for hospital wide upgrades / changes to system applications.
Coordinated with staff, end users, and department managers to determine requirements for new or modified hardware and planned and executed a department laptop replacement.
Assisted in the implementation asset tracking procedures using Microsoft Office Suite.
Mount Sinai HospitalNew York, NYHelp Desk Analyst05/2012 to 09/2013
Troubleshoot various issues with VPN and Citrix environment.
Used Remedy tracking systems to log, track and manage Incidents and Service Requests.
Setup 500+ plus users with AirWatch on IOS, Android and Windows devices.
Communicated and escalated network, academic support software, and audio visual service issues to site technicians and management.
Created user accounts for WebCommons, Confluence (Wiki), and BOX.
Provided technical support for users to include setting up computers, passwords, rights and responsibilities using Active Directory.
Created tickets in Opas Remedy ticketing system and followed up on tickets to provide resolutions for end users.
Performed all adds, moves, and terminations for all user Active Directory and Exchange Accounts, including Password changes, rights and access permissions, and user set-up and deletion.
Volunteered to create and implement tutorials to simplify problem solving tasks for help desk technicians.
Provided students, faculty, and staff with second level support of various Windows and Macintosh software and hardware.
Benefit and Pension FundsNew York, NYHelp Desk09/2007 to 12/2011
Responded to telephone calls from customer support lines, generating troubled tickets, and collaborating with campus-based and central IT staff to coordinate second and third level technical support.
Experience troubleshooting LAN connectivity issues.
Knowledge of TCP and IP networking concepts
Connected computers to the network.
Answered more than 20+ calls and 30+ e-mails to support client's software and hardware issues.
Performed administrative duties, including answering phones, filing, copying and faxing documents.
Sorted and alphabetized paperwork for Administrative Assistant of the IT department.
Kept logs and documents of replaced hardware to new and old clients within the company.
Provided support for everyday requests by phone, email, and on site issue.
Identified issues and worked towards resolution and provided client support.
PC roll out of over 500+ users Switched out old computers and installed software and hardware set up and installation.
Setup wireless configurations.
Installed, configured, troubleshoot and physically moved PCs and peripherals.
Created, reset, enabled and disabled old and new hire accounts in Active Directory and Oracle Identity Management (OIM).
Installation and support of desktop, laptop, monitor and network printer.
Configured email accounts, including blocking emails, customizing calendars, junk folders.
Prepared document instructions for computers and incorporated software procedures from computer policies to access network remotely.
Removed viruses and malware, and rootkits from workstations as needed using Malwarebytes and Symantec.
Kept track of call data tickets in IT Service Management ITSM.
Installed, configured, and updated remote connections and VPN
Installed, repaired, and performed preventive maintenance on PC's, printers, and related IT equipment.
Support provided via desk-side and remote access through utilizing Microsoft Remote Desktop and Dame Ware remote access software.
Bachelor of Science:Business Administration Computer Information SystemsDecember 2011Thomas Edison State University, Trenton, NJBusiness Administration Computer Information Systems
Completed 60 Credits towards A.A.S.: Computer Information Systems State University of New York at De:Computer Information SystemsDecember 2005State University of New York at Delhi, New York, NYComputer Information Systems
Bachelor of Science : Business Administration Computer Information Systems December 2011 Completed 60 Credits towards A.A.S.: Computer Information Systems State University of New York at De : Computer Information Systems December 2005
Create a job alert for [job role title] at [location].