Talented IT professional specializing in leading high-performing and multi-disciplinary teams from product development through successful product launches. Accustomed to managing multiple projects and priorities in fast-paced environments. Strong Background in PC and Network Support Extensive experience working in stand-alone and networked PC environments. Comprehensive technical knowledge of PC hardware components and peripherals including printers, scanners and networks. Strong troubleshooting skills involving operating systems, network connectivity and application bug discovery. Excellent communication and customer service skills; ability to work with users of varied technical skill. Familiar with Network and PC systems Able to Identify and Resolve Issues Extensive IT education and training Able to Multitask, very detailed Oriented, Organized
Business process improvement
Mitigation plan development
US Region IT Manager, 04/2014 to Current Experis/Sandvick – Fairlawn, NJ
Managed Ticket Queue for delegation Weekly report timesheet manager IT calendar employee management QlikView IT weekly/Monthly reports IT weekly/Monthly meeting coordinator New process and procedure implementation IT Staffing rotation IT procedure doc writing new hire Ordered all site computer related equipment and maintained asset tracking Developed Business Unit New Hire process and training Effective new streamline processes Conducted new hire IT personnel Interview Local IT Workflow delegation Conducted Quarter Employee evaluation review's Raised Business SLA from 61% to 91% Managed Operating System upgraded from XP to Win7 project IT lead for Hardware upgrade project for all Expired warranty Pc's.
JR Windows Admin/Desktop Support Representative, 10/2010 to 10/2013 Hoffman-La Roche/Proponent Federal Credit Union – Nutley, NJ
Hoffman-La Roche/Proponent Federal Credit Union Active Directory users Password Reset Lock/Unlock Active Directory Users account New hire account Creation Group creation Hardware and Software Desktop support Connect wise Ticket Call Management System Set up and maintain user accounts in Microsoft Active Directory and various application systems.
Respond and resolve user questions effectively by using phone, email, remote desktop software, or in person desk side support.
Log all questions clearly and precisely using Help Desk software, as well as determine when to escalate the issue to the appropriate IT staff.
Isolate, resolve and/or follow-up tasks with end users to ensure all system related problems are addressed in a timely manner.
Document and monitor Help Desk logs, working closely with IT management on problems analysis.
Led bi-weekly Scrum planning meetings to develop team strategies and define project goals.
Translated technical specifications into detailed product requirements.
Desktop Support Analyst, 12/2005 to 08/2010 Siemens IT Solutions and Services, Inc – Clifton, NJ
Manage user accounts on AD system Troubleshoot VPN connectivity for remote user access Service Desk Ticket application to manage user calls Troubleshoot wireless connectivity for internal and external users Reimage machines using Ghost application.
Desktop/Helpdesk Support, 05/2005 to 12/2005 Mercedes Benz – Montvale, NJ
Administered users accounts in Active Directory Local/Wan Network Connectivity troubleshooting Laptop/Desktop hardware Support Printer support Remedy 6.3 ticket management Lotus Notes R6.5 support/setup and training Remote access via VNC and SMS application MS Outlook Support.
Helpdesk/Desktop Support Representative, 03/2004 to 05/2005 Panasonic – Secaucus, New Jersey
Provided in house support Resolved network connectivity issues using LAN Managed daily cases using Connect Care tracking application Setup and trained all new hires to Panasonic HW/SW Support Provided Phone and Desktop Support for all Remote/in house devices.
Desktop Support Representative, 01/2004 to 02/2004 Robert Half Technologies – Paramus, New Jersey
Upgraded all 14 workstations to windows 2000 operating systems Installed SNAP server onto local centralized Network Created individual user accounts on SNAP server Remapped all workstations to printers and plotters on the local LAN via IP Mapped each workstation to appropriate user folders on SNAP Demonstrated the procedures on how to successfully back data up to SNAP on a nightly basis.
Technical Support, Jr. Level LAN Administrator E. Field Technician, 10/1999 to 07/2003 PR Newswire – Jersey City, New Jersey
Provided LAN/ WAN global phone and Desktop Support consisting for over 8 thousand users Maintained all aspects of Microsoft Windows operating Systems Provided hardware and software training for all PR Newswire new hires Provided Office XP assistance with formatting, word filling, label printing, and general questions Setup workstations with Static & Dynamic IP's with DNS entries Monitored and tracked incoming request using C-Support Lotus Notes database Conducted weekly maintenance on all workstations and provided software upgrades and installations Provided IT support on all PRN license applications including MS XP suite, NFS maestro, Exceed, Visio 2k, Adobe products Accessed PCs remotely with VNC and PC Anywhere software's for support Installed and configured Lotus R511 mail accounts for new hires Configured all user laptops with accessible TCIP/SPX dial up capabilities Performed beta version testing of Windows XP for PRN global rollout to production Provided written report updates on a weekly basis Installed and Configured ISDN, Cable and DSL Modems for remote users Setup wireless 4 port Switch/Routers for Users Managed user dial-up accounts Shiva remote servers Created and maintained new hire accounts using Novell Domain Server Overlooked accounts using VPN Watch guard box Punched down connection on specified segments on the switch within the LAN C.
Field Tech, 04/1999 to 01/2000 IBM – White Plains, New York
Upgraded 386,486, and Pentium systems for a optimal performance.
Managed multiple network workstation rollouts of LAN environments on the field.
Provided hardware troubleshooting on modems, CD ROMs, video cards, sound cards, and basic data retrieval.
Provided software troubleshooting on MS DOS 6.22, Windows 3.x, 95, 98, window NT, office suite 97.
High School Diploma: 11 2012 New York Business Institute MCITP-SA - Manhattan, NY
3 1999 Computer Learning Center - Paramus, New Jersey
Served as Project Manager for the launch of Windows 7 software deployment .
Planned and spearheaded Hardware upgrades for the US region business unit
Corrected and Increased SLA percentage from 61% to 91%
Active Directory, Adobe products, streamline, AD, assembly, basic, C, Cable, CD ROMs, Hardware, Credit, database, Dell, DNS, DSL, email, Fluent in English, filling, Ghost, hardware troubleshooting, hardware Support, Help Desk, IP, ISDN, IT management, LAN, laptops, Lotus, Lotus Notes, maestro, employee management, access, mail, office suite, MS Office Suite, 97, Office XP, MS Outlook, Win, Microsoft Windows, Win7, windows 2000, Windows 3.x, 98, window NT, Windows XP, word, Modems, MS DOS 6.22, Network, Networking, NFS, Novell, Operating Systems, Operating System, Pc's, PC Anywhere, Pentium, personnel, plotters, PR, Printer, printers, processes, Routers, servers, SLA, SMS, software troubleshooting, software training, sound cards, Spanish, SPX, Staffing, Switch, TCP/IP, Desktop Support, Phone, Troubleshoot, troubleshooting, upgrades, upgrade, video cards, Visio 2, VPN, WAN, wise, Workflow, written, 386, 486