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Click here or scroll down to respond to this candidateCandidate's Name
Street Address STRAWBERRY PATCH CTFREEHOLD, NJ Street Address
CELL PHONE NUMBER AVAILABLEEMAIL AVAILABLEHTTPS://LINKEDIN LINK AVAILABLEPROFESSIONAL SUMMARY20+ years of broad IT experience spanning helpdesk, desktop, systems administration, and systems engineering in enterprise environments. Passionate about technical support, root-cause analysis, design, implementation and providing super customer service.TECHNICAL SKILLSWindows 10 / 8 / 7 / 2000 / XP, Windows Server 2012 / 2016, Office 365, Mac OS, MSFT Teams, VMware, Windows Server 2008, 2012, Remote Desktop Services, DFS, XenApp, XenDesktop, NetScaler, VDI, MS Azure, Active Directory / Azure Active Directory, etc.EXPERIENCEDow Jones, Inc./NewsCorp Nov. 2021 PresentService Desk Analyst (Full Time)Responsibilities:Record and where possible, resolve customer queries using various diagnostic tools and interpersonal skillsRecord, and where possible, fulfill service requestsOwn and progress incidents and requests with other Technology teams, on the customer's behalfManage high impact incidents affecting the technology systems and environmentsProvide the highest levels of customer support and satisfaction in-line with the NewsCorp policy and proceduresResponsible for answering telephone calls in a polite and timely manner whilst achieving agreed call wait levelsTo ensure all calls are logged accurately and categorized correctly with all relevant information being recordedEnsure that all emails are logged correctly and in a timely manner and that all information is accurately collated to enable the Service Desk or other teams to easily assess the requirements and respond to customers and the business within the agreed service level targetsTo ensure that Operational Level Agreement and Service Level Agreement levels are adhered to at all timesTo prioritize workload, and escalate high priority calls to Service Desk Management as necessaryTo work using own initiative and work within a team environmentTo understand and undertake the roles and responsibilities outlined in the Incident management process to the highest standardTo strive to deliver continual service improvement, proactively suggesting improvements to the incident management process to the Incident manager or other process areas as identifiedTo manage and handoff incidents and service requests to offshore locations and coordinate with these teams as necessaryTo maintain a comprehensive understanding of the Service Desk knowledge base systems to deliver an unparalleled customer service experienceTo strive to attain the highest possible first time service resolution rate for customersTo actively promote the Service Desk team to adhere to good practice and ITIL process wherever necessaryTo liaise with other members of the Service Desk in relation to Incidents and Service Requests and to maintain strong general communication linesTo maintain an up-to-date level of knowledge with regards technology, in particular security policies and company standardsThe role holder would be expected to develop a comprehensive knowledge of the company's business plans and organization, including key users of technology and their needsThe role holder will receive an incentive payment for attaining the highest level of customer satisfaction and meeting all related Service Desk targetsWork as part of a global operation, providing on-call support and onsite support as requiredMust be willing to work unsociable hours on occasion and be prepared to travel between locations as neededBoehringer-Ingelheim (through American IT Solutions, Inc.) May 2019 July 2021Onsite Site Support L3 (Consultant) (contract complete)Level 2-3 desktop support in a 250+ employee environmentWindows 10 support and configurationOffice 365 supportWorked with support, deployed, and troubleshoot Lenovo ThinkPad, Think station and ThinkCentre devicesTested and deployed Windows 10 images as well as packaging using SCCM via scripting using PowerShell and batch files specifically for making network drives.Install desktops and repairs to desktopsVOIP support & PolyCom configuration as well as supporting Skype for business video and voice conferencingVideo conferencing support using Creston for conferencing & streaming audio/videoMS Teams support and configurationBasic installing of hardware and softwareFormat and reinstall WindowsInstall network printers & troubleshootSet-up IP addresses and create and reset passwordsSetup and implemented storefront images, IP networks, VOIP & VPN connection back to corporate networkSupport R&D lab computer issues and deployed data recovery initiative using Iperius backup.Cisco switch patching and troubleshootingWAP troubleshooting, updating, and configuringVideo surveillance system troubleshooting and supportVM support, troubleshooting and updatingHackensack Meridian Health (through Insight Global) Jan 2018 May 2019L1 PC Technician (contract complete)Responsible for Level I software and hardware support.Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities.Assists in the resolution of application, hardware, and software problems.Assists the team with analyzing data points from monitoring tools and reporting systems to determine the root cause of a problem and perform the necessary functions to resolve the problem.Enters call data into a tracking system. Opens, tracks and maintains ownership of calls until final resolution is achieved.Escalates problems to higher level technical support areas when necessary.Provides assistance in the areas of site support and project specific assignments.Maintains a thorough working knowledge of the day-to-day operating environment, available tools, and applications. Maintains a working knowledge of Help Desk and IT Operations procedures.Provides training as needed to more junior staff and end-users.Contribute technical solutions to knowledge base.Bioclinica, Princeton, NJ Feb 2018 - July 2018Citrix Administrator (FTE / left due to poor work-life balance: 80+ hour weeks)Lead all VDI and application virtualization projects and serve as the subject matter expert and lead technical support for assigned business applications to meet these needs. The primary platform at Bioclinica for desktop and application virtualization is Citrix XenDesktop 7.8 7.15 LSR.Primary Responsibilities:Serves as IT technical expert for new business application initiatives by:Participating in the evaluation, planning, design, and implementation of new application initiativesServing as the expert in implementations and migrations of the latest Citrix and application virtualization technologies; recommending solutions to support and enhance our existing systemsAssisting in the creation of the system design and functional specifications for internal development projectsIdentifying opportunities and implementing solutions to improve business processes and ProductivityServes as systems administrator for enterprise applications by:Providing on-going support of installed application systems including resolution of application systems incidents, root cause analysis of problems, impact analysis and planning of proposed system upgrades and patchesAnalysis and development of enhancements to meet changing user requirementsExecution of change control procedures to ensure all enhancements, upgrades and patches are thoroughly tested and planned before implementation in the production environmentMaintaining all related technical documentation; where applicable, developing and communicating company policies and proceduresMaintaining corporate Citrix environmentMaintaining corporate VMware environment with regards to Citrix VMsManaging system requirements within budgetWorking with business units and internal teams to strengthen existing capabilitiesAlso design and implement Citrix VDI/MS Azure initiativeMaintains Quality Service and Departmental Standards by:Reading, understanding, and adhering to organizational Standard Operating Procedures (SOP)Assisting in establishing and enforcing departmental standardsEnsuring the application of Enterprise IT policies, principles, and practices in the delivery of all servicesParticipating in the modification of related company SOPsSecondary ResponsibilitiesContributes to team effort by:Working with internal staff to resolve issuesExploring new opportunities to add value to the organization and departmental processesHelping others to achieve resultsPerforming other duties as assignedMaintains Technical and Industry Knowledge by:Attending and participating in applicable company-sponsored trainingContinuing education in network and/or application engineeringNJSDA (New Jersey Schools Development Authority) (through Adelco Technology), Trenton NJ July 2017 Jan 2018Helpdesk Analyst (contract complete)Provides onsite and remote computer support; ensures proper corrective actions are taken to resolve reported problems allowing computer users to do their work in an effective and efficient manner.Residency in New Jersey is a requirement for consideration for this position in accordance with the New Jersey First Act. Roles & Responsibilities:Serves as the central point of contact for all Information Systems service support requests and technical issues.Responsible to oversee and manage desktop systems security including the installation of desktop software and software patches.Responds to support requests assigned, or support requests received via telephone and/or e-mail.Identifies, researches, and resolves technical problems for a variety of hardware platforms and software applications, as well as basic networking and connectivity issues.Provides continual follow up on all assigned support requests through resolution to provide end users with the highest level of service and satisfaction as measured by SDAs surveys and management.Records accurately all support requests including problem descriptions, troubleshooting activity used to resolve support request and resolutions using the Support Center Help Desk software.Research technical problems, system/software updates/upgrades to determine the impact to SDA systems or environment. Document and implement resolutions for technical problems and system/software updates/upgrades.Applies specific technical knowledge and troubleshooting skills to simulate reported problem(s) and resolve problem(s) in a timely manner.Escalates unresolved support requests to the next appropriate level(s) either within the Information Systems Department or through external support providers.WWRD (Waterford, Wedgewood Royal Doulton, Royal Albert), Wall, NJ March 2014 July 2017IT Infrastructure AnalystLevel 2 - 3 desktop support in a 1,000+ employee environmentWorked with Dell Latitudes and Optiplex models and support, deployed, and troubleshoot Lenovo ThinkPad, Thinkstation and ThinCentre devicesTested and deployed Windows 10 images as well as packaging using SCCM via scripting using PowerShell and batch files specifically for making network drives.Install desktops and repairs to desktopsVOIP support & PolyCom configurationVideo conferencing support using Creston for conferencing & streaming audio/videoBasic installing of hardware and softwareFormat and reinstall WindowsDeploying of images using SCCM, Acronis 11.5 & SyprepInstall network printers & troubleshootSet-up IP addresses and create and reset passwordsSetup and implemented storefront images, IP networks, VOIP & VPN connection back to corporate networkTrace out any minor network issuesProvide Gmail support & migration to Office365Troubleshoot issues with SonicWall firewallVMware administration and Citrix support for Citrix Farms both in US & UKStorefront configuration, design, and supportPublished desktops with the applications to thin clients via Citrix web interfaceProvided customized desktops, profiles & applications through XenDesktop to the end usersDesign configured and deployed Meraki MX610 wireless routes with VPN tunnel for WWRD retail location throughout USA. Configured and deployed register computers, receipt printer, network printers and VOIP phone systems using Cerator.MetSchools, Inc. (through Alpha Solutions), New York, NJ Nov 2013 Jan 2014Windows Administrator (Consultant) (contract complete)Level 2 - 3 desktop person of 7 schools between Manhattan and BrooklynInstall desktops and normal repairs to desktops that are already in placeBasic installing of hardware and softwareFormat and reinstall WindowsInstall printersSet-up IP addresses and create and reset passwordsTroubleshoot any desktop or printer issuesTrace out any minor network issuesSetup Exchange mailboxes/provided supportTroubleshoot issues with SonicWall firewallTroubleshoot issues with Mac computersWaterford USA (through Randstad Technologies), Wall, NJ Jan 2013 April 2013System Engineer/Citrix SME (Consultant) (contract complete)Managed Active Directory Domain Controllers and user accountsManaged Microsoft Group PoliciesProvided Tier 3 desktop support and managed support ticketsProvided support, installation and upgrades as requiredProvided desktop imaging of laptops and workstationsProvided Level 3 support, handling 15-20 tickets using an access database ticketing systemMigration of Windows XP OS to Windows 7 Ultimate.Merck & Co., Inc. (through RCI Technologies), Whitehouse Station, NJ May 2005 Nov 2012Citrix Administrator (Consultant) (multiple contracts completed / some breaks in employment (90 days) due to contract tenure limits)Tested the application on virtual machines in the lab environment.UEM / UPM for Citrix enterprise environments.Migration of Windows XP OS to Windows 7 Enterprise.Provided desktop support via Remedy Change and Trouble ticket management.Production environment consisted of both Windows Server 2000 and 2003 OSAdministered 10 Disaster Recovery servers within the farm for load balancing the Production servers and to improve the reliability of the applicationsActively involved in tier3 on-call pager rotation once in a month along with the team membersHandled an average of 5-6 ticket per day using Remedy ticketing system in the round robin fashionProvided customized desktops, profiles & applications through XenDesktop to the end usersMaintained documentation of all the installations, troubleshooting tickets, updates, and upgrades for the serversAdministered AD (Active Directory) for Windows 2003 including IIS 6.0, GPO deployments, DNS, DHCP configurations & web services in .NET framework (platform)Performed VB scripting to push GPOs to client desktopsPerformed backup using Veritas and Norton Ghost; Deployed Citrix clients and maintained patch management using SMS and Citrix Hotfix.Monitored the Citrix servers installed on VMware ESX 3.5/4.0 serversPublished desktops with the applications to thin clients via Citrix web interfaceCreated and managed roaming user profiles for the Citrix clients.Implemented GPOs to enforce user restrictionsDesigned and deployed VMware ESX 3.0 hosts in 35 IBM X series serversImplemented the migration of the existing Windows 2000/2003 servers to virtual hosts using P2V processDeployed Virtual Center 2.5 for better central management of the new virtual infrastructureAdministered the ESX 2.5.0 hosts using VC 1.3.1 consolePerformed Hot migrations (VMotion) and cold migrations for high availability & unprecedented flexibilityCreated and managed VM templates and snapshots within the datacenterDeployed Group Policies & managed user accounts, permissions, and rights in Active DirectoryImplemented documentation for policies & procedures for the existing environment according to a SOX based production environmentUsed Altiris software to deploy Citrix server images to blade servers; Designed 24/7 automatic event notifications to support users using Implemented the server build process of Windows 2003 servers in a clustered environmentAdministered Window server 2003 builds & configured AD, GPOs, DNS, DHCP & IISImplemented a test environment for Windows operating systems using Microsoft Virtual PCAssisted security administrator to redesign AD structure, standardized naming conventions & group roles for the Citrix applications and network file share accessesPerformed remote control, patch management, operating system deployments, software distribution, software & hardware inventory using SMS tool for the Citrix infrastructure.Paradigm Technology Consulting, LLC., Hamilton Square, NJ 1999 2002Systems EngineerSelected to provide network support for an information technology consulting firm specializing in installations and support for various ERP applications. Utilize extensive knowledge of network troubleshooting techniques to ensure successful backups, perform data recovery and standardize software on all network PCs. Successfully interacted with internal and external users to restore functionality in a timely manner. Provided specialized instruction to users in equipment, hardware use and simple issues resolution.Facilitated company expansion effort through assisting cabling, equipment setup and testing that ensured operability on completion of the expansion.Developed various hardware configuration plans for network systems.Developed and maintained disaster recovery procedures for the network and network resources.CERTIFICATIONSCitrix Certified Enterprise Administrator Metaframe XP/1.8/XenApp 6.5 (CCEA)Citrix Certified Administrator Metaframe 1.8/XenApp 6.5 (CCA)Microsoft Certified Systems Engineer Windows 2000/2003 (MCSE)Microsoft Certified Systems Administrator Windows 2000/2003 (MCSA)Network+ certificationA+ certification |
