Lead Enterprise Technical Support Specialist Resume Example Fresenius Medical Care, NA

LEAD ENTERPRISE TECHNICAL SUPPORT SPECIALIST

Summary

Results Systems Support Analyst, with indebt knowledge of Fresenius environment, supporting application software and infrastructure. I earned the role of Team Lead, through my years of gaining the knowledge of all depts. in the corporate organization. Proven ability to work in a team-oriented environment and deliver results working with end-users. Direct hands-on experience in maintaining, installing, and managing servers, workstations, desktops and laptops. In depth knowledge of wireless network technologies, protocols, computer architecture, and operating systems in Windows 7, Windows 8.1, Server 2008 R2, Server 2012 R2, and Active Directory. Strong communication skills and ability to multi-task in an active and changing office environment. Significantly increased end-user satisfaction.

Highlights

Hardware Skills Computers: IBM/ Lenovo Thinkpadlaptops; Dell Certified: Dell Latitude laptops, Dell desktops. Printers: HP LaserJet printers, Lexmark printers, Ricoh printers. Hardware Mobile Communications: support handheld devices such as Blackberries, iPhones, Samsung Droid. Experience troubleshooting Cisco Wireless Switches and Routers. Remote Access: Citrix Metaframe, Cisco VPN; Bomgar.

Software Skills OS: Windows 7 Enterprise, Windows 8.1, Enterprise, Windows Server 2008 R2 Enterprise, to administer corporate print server, Windows Server 2012 R2; Exchange 5.5/2000; Active Directory. Proficient with Dos; Experimented with Linux Red Hat and Caldera 2.4 Microsoft SMS Installer 2.0; Microsoft Office O365 suite, and Lotus Notes 9, Oracle products (Oracle ADI, Oracle 9, 10, 11i) Internet Explorer 11; Mozilla Firefox 37.Recovery and backup: Winternals 5.0; Ontrack Data Advisor; Veritas and Iron Mountain. Imaging Software: Norton Ghost 5.0, PQDI 4.0, Image Cast.

Accomplishments

Awarded Employee of the Month in "Recognition of Outstanding Achievement" November 2004

Maintained and administer Corporate Print Server Corpprnpd01

Experience

Lead Enterprise Technical Support Specialist 11/2011 to Current Fresenius Medical Care, NA Waltham, MA

Main role is to ensure the stable operation, maintaining, supporting, and optimizing PC, Networks and communication links for FMCNA Corporate Desktop Support Team.

Monitor all technicians and ensure efficient operation, maintenance procedures, and ensure the technicians are updating Remedy System, to ensure the Service Level Agreement is satisfied. As Team Lead, I try to encourage the team does the same.
As Lead Tech, I strive to be the team mentor, and help the Desktop Supervisor, maintain the best judgment and resources available to me. I try to make the best judgment in assisting the supervisor.
Assist ITG Manager with coordination and implementation of needed hardware, software, and communications.
Conduct equipment and product research and make purchase recommendations as needed.
Assist with research projects relating to current and anticipated
Analyze third party software for compatibility, compliance, and usefulness and make recommendations to the Sr. IT Manager.
Provide technical support on PC Network. Follow up to resolve hardware and software problems.
Maintain feedback to Management, and documentation for the Team as needed.

Systems Engineer 09/2003 to 12/2007 Fallon-Clinic, Inc Worcester, MA

Involved with migrating 2000 users from Windows 95 to Windows 2000, 2003-2004.
Primary responsibilities include developing, supporting, and managing Windows 2000 and Windows XP Professional on 2,000 personal computers company wide.
Work closely with Network Infrastructure Support Group, in troubleshooting Cisco Wireless Hubs, Switches and Routers, to resolve LAN and WLAN issues.
Support 700 wireless computers installed in clinical exam rooms throughout sites.
Awarded Employee of the Month in "Recognition of Outstanding Achievement" November 2004
Update and close help desk tickets in a timely manner to satisfy Service Level Agreement.
Assist other technicians in the timely and effective repair of Fallon PC's.
Maintain and repair laser printers and office equipment.
Support Olympus 2300dictation devices for physicians.
Support PDA's and Treo phones. Installed & configured Palm Pilot's and Compaq Ipacs
Work with outside vendors to ensure timely and accurate call resolutions.
Prepare documentation for technical and support team members on new devices and PDA's.
Support Olympus dictation devices for physicians.
Prepare documentation and provide the highest support to junior staff, interacting with various technical and support team members on networking server, security, and user support requirements.
Use Ghost Server to Image Fallon Clinic IBM & Dell desktops, and IBM & Dell laptops.
Install Oracle products (Oracle ADI, Oracle 9, 10, 11i) for developer team.
Setup Presentations for Executives and user community.
Assist Lead Tech in maintaining a qualified and efficient Tech Support Group.

Network Administrator 01/2001 to 01/2003 Partners HealthCare System, INC Boston, MA

Implemented project to Upgrade systems from Win 9x to Win 2000 Professional, hospital wide. Support end users with Outlook Exchange connectivity/resolution issues.
Create & support Print Queues for respective departments.
Package & Test applications with SMS Installer to be certified for deployment on Windows 9x, and Windows 2000 desktops. This includes re-imaging devices with Windows 9x and Windows 2k in a test environment.

Network Administrator 01/2000 to 01/2001 OPEN MARKET, INC Burlington, MA

Provided global technical support for leading edge Internet Commerce / Content Management Software company.
Supported end users for the company's worldwide locations in the U.K., Australia, Canada, France, Germany, Italy, Japan, the Netherlands, and Singapore.
Built Windows NT4.0 and Windows 2000 tri-boot systems on laptops for Sales Engineers. Used PQDI imaging software to backup returned systems and for creating images to mass-produce multiple builds with no business down time.
Provided support for the Marketing department at the Spring Internet World 2001 Exhibition in Los Angeles, CA. This involved setting a router for the company.
Provided local and remote Windows NT 4.0 administration.
Installed wireless Cisco Aeronet 340 NIC

Network Analyst, MIS Desktop Services 01/1997 to 01/2000 MELLON TRUST Everett, MA

Coordinated move of 1,800 person office from Medford to Everett between February and May of '99. Move included implementing Y2K fixes and upgrades and switching LAN topologies from Token-Ring to Ethernet.
Provided Service and Support for entire company with Windows 3.1, Windows 95, and Windows NT4.0 operating systems.
Configured and built Windows NT4.0 workstations for new and existing employees on desktops and laptops.
Provided network administration in Novell NetWare 4.X and Windows NT4.0 platforms.
Built and supported servers on the Mellon Trust Client Access Ring (with $1 trillion dollars in assets under custodial management), which included 10 NetWare for SAA 2.0 Gateways (5 IPX and 5 TCP/IP), 2 SNA type DDCS/2(OS/2) Gateways, Windows NT4.0 RAS Server for Remote NETBIOS dial-up clients, and a Windows NT4.0 FTP Pension & Disbursements Server.
Configured and built Windows NT4.0 RAS server with NetBEUI protocol for dial-up clients containing 8 ports connected via Digi Board.
Backed-up Novell SAA 2.0 Gateway servers with Cheyenne Arcserve Agent weekly.
Set up user accounts and passwords for clients on SAA Gateway through SYSCON utility. Also, set up dedicated LU's for RMT's through CSCON utility.
Provided assistance to clients connecting via IP dial-up or Frame Relay. This included interacting along the Mellon Telecommunications Network Department for Frame Relay circuit troubleshooting.
Interacted with Development Department for Centura SQL Windows Client Server Applications.

Education

Bachelor of Science: Business Administration 1986 Suffolk University Boston, MA, USA

Master Certificate in Service & Support, A+ Certification June, 1996

B.S.: Business Administration Suffolk University, School of Management Boston, MA, US Suffolk University, School of Management, Boston, MA B.S. Business Administration, June, 1986

Certificate: Novell Boston University Cambridge, MA, US Boston University, Corporate Education Center. Cambridge, MA Master Certificate in Novell, October, 1996

Certifications

Master Certificate in Novell Master Certificate in Service & Support, A+ Certification Computers: Dell Certified: Dell Latitude laptops, Dell Optiplex desktops

Presentations

Setup Presentations for Executives, during conferences

Skills

Windows 7 Enterprise, Windows 8.1, Enterprise, Windows Server 2008 R2 Enterprise, to administer corporate print server, Windows Server 2012 R2; Exchange 5.5/2000; Active Directory. Proficient with Dos; Experimented with Linux Red Hat and Caldera 2.4 Microsoft SMS Installer 2.0; Microsoft Office O365 suite, and Lotus Notes 9, Oracle products (Oracle ADI, Oracle 9, 10, 11i) Internet Explorer 11; Mozilla Firefox 37.Recovery and backup: Winternals 5.0; Ontrack Data Advisor; Veritas and Iron Mountain. Imaging Software: Norton Ghost 5.0, PQDI 4.0, Image Cast.

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Lead Enterprise Technical Support Specialist Resume Example

Resume Score: 90%