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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Lafayette St. Apt. CBristol, PA Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLELINKEDIN LINK AVAILABLEPROFESSIONAL SUMMARY:ITIL Foundation v3 Certified, Tier II Support Analyst with a strong background in ITSM, NetIQ DRA, Active Directory Administration end user password resets, creation and deletion of computers in OUsDeployment and troubleshooting of workstations, networking,Windows 10, 8.1,7, XP, MS-Office 20XX, Office 365Creating Windows 10 images in Windows 2012 R2 WDS server PXE boot,Basic knowledge with Power Shell Scripting, Linux CentOS command line administration, CMDTicketing Systems: ServiceNOW, HEAT, BMC Remedy Action Request System, HP Service Center,Dataprise, Track-ITMobile Device Management support, Remote Support, Android, Blackberry and Apple iOS mobile devicesPossess exceptional customer service skills successfully interfacing with a broad range of customers up to and including CEOsEXPERIENCE:Conference Room Audio Visual Support Technician/Desktop SupportService Global Inc for Amtrak Hornig Rd. Philadelphia, PA 06/2022 PresentConference Room Support for Microsoft 85 inch Surface HubMicrosoft Teams configuration for audio/video conferencingSupport for 13 Monitors Anywhere Legacy and MAWi Zero ClientsConfigured 13 Samsung MagicInfo Digital Signage monitors and network configuration to serverUpgraded - reimaged SSD Hard Drive InFocus INF5720 Mondopad Multi-touch 57"Codec from Windows 7 to Windows 10 for Amtrak Contact Center lobby Digital SignageInstallation of Windows 10 on Lenovo M900 desktops and HP Elitebook 840 G8/G9 LaptopsSoftware installs for Contact Center Agents support for Managers and SupervisorsTroubleshoot Avaya one-X Agent softphone using Poly DA 75 headset adaptersInstall RailRes, Aspect CMS Supervisor, Workforce Management 8 exporting/importing Microsoft Terminal Service registry TS LicensesImaging PCs and Laptops using CloneZilla, Data backups and migrationIT Support SpecialistHGS EBOS, LLC Cranbury, NJ 08/2021 05/2022Remote support for remote medical billing agents resolving issues with network drives, Cisco Anyconnect, password resets, Remote session using GoToAssist, on boarding of new hire; exchange, telecom, software requests, deploying desktops onsiteDesktop Support SpecialistUS Tech Solutions, Inc for Aurobindo Pharma USA South Brunswick, NJ 05/2021 - 07/2021Installation of Windows 10 on office PC's and laboratory PCsSoftware installs; Nichelon5, Caliber Client, LIMS, O365PC refresh, install move, add, change, network printer installsComply with cGMP standards and personal protective equipment to meet IT Support needs in R&D, IPQA, QC, Dispensing, Facilities - Engineering departments in pharmaceutical environment.Desktop Support SpecialistSoftpath Inc. for Dept. of Health Communicable Diseases Service Trenton, NJ 12/2020 - 05/2021Image Dell AIO Desktop PCs and image Dell laptop assets and upgrades for remote work environmentUse of Microsoft Teams and Quick Assist to provide remote support for COVID-19 Response TeamTroubleshoot warranty and expired assets, schedule Dell ProSupport for asset Break/Fix repair and or Dell Depot shippingDaily onsite support for DOH essential staffDesktop Support TechnicianYoh Services LLC for Serv Behavioural Health Ewing, NJ 11/2019 - 03/2020Create Windows 10 images using DISM, WinPE and capturing ISOs for deployment using USB Flash drivesCreating Windows 10 images for deployment using WDS server PXE BootProvide Remote support using TeamViewer, RDP remote control, troubleshooting Comcast Business, Verizon network connectivity, FortiNet firewall switchesDeploy and support connectivity; Polycom VoIP desk phones and Panasonic cordless VoIP phonesDesktop Support TechnicianYoh Services LLC for University Services, Princeton University 04/2019 - 09/2019Image Dell laptop, desktops using flash drive 1903 Win10 isoCampus wide PC deployments installations and hardware retrievalsConfigure PC install software according to Dept i.e., Dining, Housing, Print-Mail Servicesschedule and arrange deployment with end-usersUse of Service-Now, Bomgar, CMDB, Network Management, KB articlesDesktop Support TechnicianArtech Inc. for Church & Dwight Co., Inc Ewing, NJ 03/2019 - 04/2019Image HP laptops, desktops using flash drive Win10 isoManually migrate data from old PC to new PCConfigure SiteKiosk HP All in one PC with touchscreen for Lakewood, NJ Guard shackTech Bar / Desktop SupportVerisVisalign for Spark Therapeutics Inc. Phila, PA 11/2018 - 01/2019Create user accounts in AD, assign to groups, Unlock / reset passwordsOffice356 Admin to allow users Office365 rightsMaaS 360 MDM Admin to enroll BYOD iOS, Android smartphones for access to company emailWin10 imaging, HP elitebooks, Lenovo ThinkPads, GeTac laptops, tabletsConfigure Forticlient VPN softwareInstallation of software: SoftMax Pro 7, GraphPad Prism 8, Unicorn 7.3, Quant Studio v 1.2, Compass for Simple WesternInstall and configure lab environment computers for use with: GE kta Pilot, ThermoFisher, EppendorfGoToMyPC Remote AccessCreate tickets using ServiceNowConfigure MiTel 9460 VoIP Hot Desk phonesSupport Polycom + HP SRS, Trio video conferencing rooms through Skype for Business meetingsHelp Desk/Desktop SupportAlois Staffing for The State of New Jersey Dept. of Treasury Trenton, NJ 09/2017 - 09/2018Completed Windows 10 Rollout, Deployment and Training of HP Tablet Project for Taxation Field Investigators, OCI Field Investigators in NJ field officesRemote Control to support tablets in field offices and provided phone support for Cisco AnyConnect VPN connectivity during field investigationsEncrypt tablets with Symantec Endpoint Encryption or Microsoft BitlockerSupported devices: hp elite x2 1013 G2, hp elitebook x360 1030, hp usb-c docking stations, hp officejet 250 mobile all-in-one printers, Dell Optiplex 7050 Desktop PCs, Dell LCD monitors - P2217HWork with Mobile Device Team provided IMEI and SIM on each device for activationInstall and configure Legacy Platform Mainframe Terminal Sessions:IBM FileNet, TN3270Plus, Attachmate Extra!Use of SCCM Administration for device and end-user service support and domain administrationAudio Visual TechnicianKBRwyle., for Environmental Protection Agency, Philadelphia, PA 11/2016 - 03/2017Transported, connected, and tested connectivity of portable video teleconferencing (VTC) Units (Cisco MX300, Tandberg) throughout EPA conference roomsSupported and configured Windows 10 for Network Connectivity for Audio Visual SupportDeployed/Recovered cleaned and supported Avaya 9500 Series VoIP DeskphonesConfigured Amplivox, Paso Wireless Sound System installations according to meeting and conference roomsInstallation of Clear One, Polycom teleconferencing unitsWorked in team environment utilizing Cisco TMS Telepresence Management Suite and in Outlook Calendar to schedule VTC Unit and teleconferencing appointmentsProducts used: TOA -Telemics, Revolabs Fusion Wireless Mics, Mackie Thump 15Loudspeakers, Anchor Amplified Podium, Crestron Touchpad Video Conference System,VTCs Cisco MX300, Tandberg FS-S5201C, Edge95, Projectors -Sony, Epson, SanyoSound systems- Paso Soundcaster, Amplivox-SW800Deployment TechnicianBrooksource Inc., for Thomas Jefferson University Hospital, Philadelphia, PA 09/2016Windows 7 OS, applications and PC deployments in preparation for client hospital wide EPIC EMR rolloutSupported the 1300 ambulatory devices and 1000 inpatient/outpatient network computer devicesImaging and data transfer, post-install support and troubleshooting EPIC hardware inventory preparation project for Epic system requirements during go-liveTechnician responsible for taking inventory of all PCs, printers, Dell WYSE Terminals, monitors and peripherals located in all clinical areasSupported MS Office 2013 and Office 365HEAT ticketing system, Symantec Management Console / Altiris Console and SCCM used to push softwareAssetReg to add/retire devices to and from networkMaaS360 and VMware MDM tool used to wipe and activate/deactivate mobile devicesDesktop Support SpecialistRobert Half Technology, for The Lawrenceville School, Lawrenceville, NJ 06/2016 - 09/2016Provided Desktop Support to students and staff members, troubleshoot and resolve hardware, software, and network connectivity issues in both Windows and Mac OS X 10.11 El Capitan in various Lab environmentsWindows 10 rollout with Deployment of Lenovo M800 workstations with user data migrationAdditional responsibilities was to maintain and monitor the IT Asset List and assist in various projects as neededPC Support Technicianfor CSC ETS Princeton, NJ 02/2016Refreshed and deployed assets upgraded from Win7 to Win8.1 along with user data migrationsProvided basic troubleshooting assistance and ticket resolution for end users in Windows EnvironmentSupported end users with installation of basic hardware/software and networking components to meet personal computer needsDiagnosed and troubleshot basic problems with individuals multiple computer systems in order to maintain proper function; resolved issues included contacting and assisting vendorsConnected network drives and peripherals including monitors, printers and scanners that didnt mapTier 2 Technical Support Engineer/Storefront Support Lead 11/2013 02/2016AAC, Inc. for U.S. General Services Administration, Philadelphia, PACreated and generated ServiceNOW Service Desk tickets via phone calls and emailMaintained SLA's utilizing ServiceNOW and rectify issues remotely and desk side as neededDHS Public Trust Security Clearance until August 2020Worked independently as an IT end user support staff while coordinating with network, telecom, mobile device and database consultantsRefresh of GSA assets upgraded XP to Win7 and user data migrationsDeployed provisioned software for end users through SCCM ServerUse of NetIQ Directory Resource Administration in Active Directory, password resets, created computers added users to groups in Organizational UnitsRemote Support using (MMC) Microsoft Management Console, Bomgar, CA Remote ViewerMobile Device Configuration, utilizing MaaS360 MDM, Android, iOS devicesConfigured, installed and deployed Cisco IP Desk Phones and softphones, utilized CUCMSymantec Endpoint Encryption, (SEE Access), Symantec Endpoint Protection (SEP)Provided VPN support for users using VDI, Citrix Receiver, MyView, through phone, email, remote and on-site visitsPrioritized tickets in ServiceNOW, BMC Remedy Action Request SystemUsed ServiceNOW ITSM ticketing system and asset management, research, tracking and inventoryProvided frontline triage support for storefront; supported mobile devices, Wi-Fi connectivity of inaccessible web appsPC Support Technician IIIThe Computer Merchant, for Educational Testing Service (ETS) Princeton, NJ 05/2013 - 06/2013Provided Technical Support for ETS APRS project in Kansas City, MO Convention CenterPerformed daily checks on equipment, overnight charging and sign out sheet of WOW carts, POS hardware/software and networking components on workstation on wheels Symbol scan guns equipment to meet Advanced Placement grading deadlineDesktop Support AnalystInsight Global for Independent Blue Cross, Philadelphia, PA 02/2013 - 04/2013Imaged Laptops and Desktops via PXE WDS Server, applied correct image according to PC architectureDeployed software through SCCM Server, Install, Move, Add and Changes for PC deployments and retrievalsInstallation of electronic medical record applications, rollout and upgrades to Microsoft Office 2010Full-Time Student 03/2011 -04/2013Network Engineering Technology Certificate of ProficiencyMercer County Community College, West Windsor, NJDeskside Support/IMAC Technician 06/2006 - 03/2011Spherion for Janssen Pharmaceuticals Inc., Titusville, NJPerformed on-site troubleshooting, and repair of computer systemsBuilt computers from client supplied-images.Deployed provisioned software for end users through SCCM ServerUsed NetIQ Directory Resource Administration in Active Directory, password resets, created computers on in Active DirectoryPerformed remote deskside software installations, performed general warranty and non-warranty hardware break/fixInstall, Move, Add and Changes for PC deployments and retrievalsUsed BMC Remedy AR System to track, update and resolve casesEducation:Mercer County Community College, West Windsor, NJCertificate of Proficiency: Network Engineering TechnologyThe Chubb Institute, Springfield, PADiploma: Network Engineering TechnologyHarry S. Truman High School, Levittown, Pa H.S. DiplomaCertifications:ITIL Foundation Certificate in IT Service Management PHONE NUMBER AVAILABLEAwards:Federal Executive Board Certificate of AchievementOutstanding Public Service Bronze MedalistContingency Support at G.S.A., for 2015 Phila, PA Papal Visit |
