About
Solutions focused and well-versed in a variety of common operating systems, applications, and hardware with a proven ability to master new solutions and technologies quickly
Platforms – Microsoft Windows (10, 7, XP, 2000/Pro, 98, 95) Apple IOS (Sierra, Snow Leopard, El Capitan) Microsof Windows Server R2 2007/2008/2012R2, IOS 12.2-15.1, Virtual Server 2005 and Wireless 802.11a/b/g
Hardware – Deploying, making, installing, testing, and troubleshooting CAT3 & CAT5 cables. Expert in IBM, MAC OS, portable devices (Palm, BlackBerry), servers, network CD/DVD servers, network printers, scanners, storage devices, imaging devices / hard drive cloning, hardware POS systems, and display hardware units. Able to use all bounded/unbounded networking devices, network hubs, Cisco routers (2911 Routers, 2800 series, 2900 series, 2600 series), bridges, switches (2950 Switches, 3560 series, 960 series)
Applications – Firewalls/antivirus suites (Norton, McAfee, Cisco PIX), remote administration and management (VPN, Cisco PC-Anywhere, Remote Desktop RDP, Citrix Workshop, Application Packaging with Admin Studio/SCCM, all network management software/management suites, setup/deployment of E-mail servers (Exchange Server), VMwar vSphere / Hyper-V environment / Azure, Linux, PowerShell script. Win10 imaging of new PCs using SCCM, Active Directory, configure Group Policies (GPO), and implement IPv4 and IPv6. IP Telephony/VOIP, Mimecast, iManage, Datto backup, Veeam Azure, DNS, DHCP
Experience
Well Known MSP (2021-Present)
SPG Support Specialist Overnight
- Third shift and weekend support for over 60 legal corporate clients globally, representing 5,000 individual users to troubleshoot desktop hardware, software, network (DNS and DHCP), and peripheral devices; utilizing the ConnectWise ticketing system and ScreenConnect client remote platform
- Support multiple Level 3 infrastructures from on-premise physical servers, Azure, VCenter, and HyperV platforms; to firewall configurations, switches, and access points
- Support tickets and service requests in a timely and efficient manner, providing effective solutions; working with other internal KraftKennedy IT teams to resolve escalated situations
MSP (2019-2021)
Senior Desktop Support Engineer
- New York Power Authority (NYPA)
- Assist in designing, testing, implementing, document and providing Level 3 support of established end-user applications, and user hardware and software functions (including document transfer and e-mail and desktop/printer lifecycle) at desktop computing levels
- Support 2,500 active users in multiple layered departments with mobile devices (Laptops, Mac IOS, Cell Phones, iPad) configuration, equipment delivery, end user training, and support
- Utilize Active Directory, Microsoft 365, DUO Mobile, and CMBD asset management tool for onboarding new employees into the NYPA network
- Staffing Solutions USA (Contract) 1/18 – 3/2019
- Desktop Support Engineer/ Helpdesk Technician
- Alcoholics Anonymous World Wide (AAWS) / Regeneron Pharmaceuticals Inc.
- Serve as the first point of contact (Level 1 to 3) for 90 and 7,000 users seeking technical assistance, in person, over the phone, or through email; utilized the Bomgar remote application
- Perform hands-on fixes at the desktop level, including installing and upgrading software (Microsoft Office Suite 365, Azure Protect, MS SQL, MS SharePoint, MS OneNote), installing hardware, and configuring systems (Win10 Imaging of new PCs using SCCM and Powershell) and applications
- Interface with MSP and other IT vendors both verbally and via email, as required; adhering to all IT security policies and assist in enforcing and monitoring IT security policies
Staffing Company (2017-2017)
Desktop Analyst – Consultant
- Interface with H+H Corporate Information Services for network, for all At Home employees. Provided technical support and responded to requests for technical assistance to the Home Care Help Desk. Resolve incidents reported through the corporate ticketing system (Remedy) to remediate issues promptly
- Coordinated and administered all functions (user profiles, log-on access, and security permissions) for all At Home employees; utilizing SCCM for imaging and Mobile Iron for Outlook on iPhones
- Configure, installed, and kept inventory on all Mobile Devices, PCs, printers (network and desktop), scanners, and ancillary equipment for At Home offices
MSP (2017-2017)
Technical Support Engineer (Level 2-3)
- Responsible for answering incoming phone calls and e-mails from customers and addressing their questions and concerns regarding software products and services, as well as troubleshooting 15+ plus technical tickets request daily; documenting all resolutions through ConnectWise
- Onsite installation, repair, and deployed workstations (Windows 7/10 and MAC Sierra/Snow Leopard/ El Capitan), network CISCO routers, servers (2008 R2/2012 R2), managed switches, WatchGuard/SonicWALL firewalls, SQL
- Databases, Datto backup
- Extensive Active Directory management for onboarding new employees and granting requested permissions to approved Clients. Staying up-to-date with corporate security policies and procedures as well as current practices and software applications appropriate for utilization in the management of the agency’s information systems
MSP different than above (2016-2017)
IT Support Technician/NOC
- Support a nine-branch facility with over 100 users (Managerial/Accounting/Customer Service) and over 200 workstations (PC and MAC), mobile devices (iPhone/Samsung/Blackberry IOS), network printers
- (HP/Kyocera/Toshiba/ OKI dot matrix), POS devices, DVR security cameras, ADP biometric hand scanners and TIMS purchase order platform; Powershell scripting on server for prompt specialized user permissions
- On-boarding and off-boarding employees in Active Directory and Exchange Server within the 2008R2/2012R2
- Onsite installation, repair, and maintenance of workstations, peripheral support devices, and IDF closet network cable management; complete client onboarding installation initiatives and support
- Monitor results of the technology activities through the Zendesk/ConnectWise tracking system; worked with
- Broadview to monitor and implement appropriate measures to resolve network connectivity issues, imaged and deployed new workstations as needed, updated software applications; while providing guidance and training to the users
MSP different than above (2016-2016)
IT Support Technician – Consultant Position
- Identify, diagnose, and resolve Level One problems for users of mainframe, Electronic Healthcare Records software and medical hardware, local network, Active Directory, email (Outlook 2010/Office 365), and new computer technology in a call center environment supporting over 300 clients; closing over 12 tickets daily and documenting all interactions in ConnectWise
- Support and maintain user account information including setting up user rights, security, and system groups through LabTech and ScreenConnect internal applications
- Provide support to third-party EMR technicians from SRS, CareCloud, IO Practiceware, NextTech, and Allscripts to resolve script and maintenance repairs on host servers and or workstations
Staffing Agency (2014-2015)
Onsite IT/Office Support
- Desktop support and installation for workstations, printers, telephone (VOIP), mobile device management (iPhone, Android, Blackberry – ActiveSync) and server management
- Provide effective office support assistance to computer users by answering questions, resolving hands-on technical problems, maintaining a company’s network, software, A/V setup for outside events, and networked office equipment
- Support Windows XP to Windows 7 rollout to 20+ workstations. Proficient in Microsoft System Center Configuration Manager configuration (SCCM)
- Successful in the migration from QuickBooks to WinTac accounting application
- Improve the accounting system in QuickBooks and WinTac by updating disjointed accounting procedures, organizing all open invoices in Accounts Payable and establishing a chart of accounts; maintaining bookkeeping policies and procedures adhering to all GAAP requirements
- Re-image, configure, personalize, test, and deploy hardware (computer/printer) equipment to all employees
- Monitor the network to ensure security, closed unused port interfaces, and documented network system requirements; worked with ISP/NOC vendors to maintain LAN and WAN Connectivity
- Work with multiple third-party support networks, communication, and software vendors to reduce ISP/VOIP/Cable costs by an average of $12,000 yearly
IT Company (2008-2014)
Business Manager / Technical Application Support
- Work with Co-founders to develop and manage a healthcare software startup with office locations in Queens, New York, and Ann Arbor Michigan (Ann Arbor SPARK facility) and IT development consultants; Managed a staff of ten
- Oversaw all aspects of office management for locations in New York and Michigan; deployed and supported all end-user equipment and software (Windows 7 / Active Directory Environment; Application Packaging in Admin Studio
Education:
- Bachelor of Arts Degree (B.A), Major: Business Management (Emphasis on Corporate Finance, Accounting and Business Development)
