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Click here or scroll down to respond to this candidateCandidate's Name
IT Support AnalystEMAIL AVAILABLE PHONE NUMBER AVAILABLE New JerseySummaryTechnically sophisticated professional with extensive experience delivering high quality support to clients for troubleshooting overall hardware, software, and network connectivity issues, while maintaining maximum end-user satisfaction. Instrumental in analyzing impact, complexity, and urgency of reported issues, while conveying complex technical concepts/solutions into understandable language for non-technical clients. Highly focused and results-oriented in supporting complex, deadline-driven operations; identify goals and priorities, while resolving issues in initial stages. Exceptional communication, analytical, and organizational skills with a key focus on remaining at the forefront of rapidly evolving technology.Areas of ExpertiseIT Solutions DevelopmentReport GenerationTeam Collaborations/LeadershipRemote phone supportExceptional written and oral communication skills.Ability to absorb and retain information quickly.IT SupportSystem Implementation & RepairsCustomer Relationship ManagementExceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.Ability work independently with minimal supervision.Troubleshooting & Issue ResolutionInstallation & ConfigurationSystem AdministrationSitting for extended periods of time.General troubleshooting skills with various hardware (Laptops, iPad, Tablets, iPhone, Desktops, Printers).Career ExperienceRSC Solutions September 2022 PresentIT. Support Analyst- Amscan, NY Provide local onsite and telephone technical support for all office devices and technology including Laptops, PCs, printers, RFs or multifunctional devices, mobile devices, VoIP phones, and other computing devices Build and install PCs, printers, RFs, and other devices on the local LAN that supports the business in accordance with department standards. Responsible for working and tracking all reported issues and service request from beginning to resolution within predetermined service levels using the ticketing system. Install, configure, and provision end user devices for onboarding, as well as secure backup and removal of data during employee offboarding. Escalate issues to appropriate staff organizationally as well as with third party vendors. Maintain a neat orderly and safe work areas. Proactively inspect PC workstations to ensure that all devices are in place, operable and wired properly. Utilize existing process for documenting and tracking of end user computing equipment, accessories, installed software licenses, and maintain appropriate levels of inventory accuracy. Assist in maintaining IT procedures as technology and policies changes for end user computing. Provide additional coverage during off hours, weekends, and peak seasons. Perform other duties as assigned.RMS Computer Corporation September 2021 September 2022Tech. Support Engineer II- Valley National Bank, NJProvided technical support to identify, analyze, and resolve software and hardware errors. Performed upgrades on existing computer systems and mitigated issues via diagnosis.Examined and tested software and computer equipment prior to 'go live'.Rectified bugs or viruses by testing systems.Responsible for imaging and software installs on end user devices.Participation in staging and integration of IT hardware.Maintain accurate record of installation including, but not limited to, quantities, serial numbers and asset numbers of installed hardware.Trouble shooting and resolution of business application and system problems.Install printer hardware as part of deployment project in area banking centers.Receive equipment and racks on the dock, while completing all inbound quality checks. Escalate to lead with any issues.Demonstrates use of Quality Improvement in daily operations.KForce Inc., Location February 2021 July 2021Tech. Support Engineer II- NewsMax Media, NYTo provide support to producers, editors, broadcast, and sales departments by maintaininggreat level of technology to growing News Media Company. Provide technical assistance related to computer systems, software, and hardware. Managing inventory and software installs using Kace Mgmt. software. Responsible for providing white glove support to VIP users. Work with the onboarding process for new users. Assist/troubleshoot issues with O365 and Mobile Apps. Use Bomgar to troubleshoot remote issues. Assist users with issues with VPN using GlobalConnect. Access to create/unlock/change password in AD. Assist with Network and Local Printer issues. Develop user training procedures for end users. Install, modify, Dell Latitude Laptops 5410, 7410 & iMac Desktops hardware and software. Application support with Citrix, Group policy and Microsoft Office. Assist Network Admin in installing domain controllers and switches. Move/Add/Changes for user moves. Patch/troubleshoot network connections.Zolon Tech Inc., Location August 2020 October 2020Field Service Technician II- BAE Systems, Wayne NJSupported end users in issues related to hardware, software, computer applications, LAN components, and peripherals. Provided general desktop support for troubleshooting, break fix, SCCM, and PC deployment via MDT. Created and managed user and computer accounts in AD. Set up, implemented, and maintained end-user computers. Supervised and responded to phone and e-mail request for technical support.Deployed, tested, maintained, checked, and diagnosed end user workstations, laptops, and interrelated hardware/software for seamless functionality.Leveraged ServiceNow Client ticketing system to resolve task and incidents in timely manner.Zolon Tech Inc., Location April 2019 May 2020Field Service Technician- BAE Systems, Wayne NJImaged and configured new computer via PXE server, while coordinating workstation upgrade/replacement process. Led deployment of new replacement machines.Troubleshot issues with individual or multiple computer systems to enhance functionality.Drove diagnostic analysis and generated error reports as requested by customers to uncover and remediate problems.Phoenix Technology Partners, LLC ASI Systems Integration COMPUCOM, INC, NJ Oct 2012 Jan 2019Senior Deskside Support analyst (White Glove Service) Par PharmaceuticalsLeveraged MDT for providing general desktop support, troubleshooting issues, performing break fix, managing SCCM, and deploying PC. Provided support to end users on hardware and software, computer applications, LAN components, and peripherals. Installed, tested, maintained, and diagnosed end user workstations, laptops, and interrelated hardware/software. Managed Blackberry devices and Blackberry users on BES. Created and managed user and computer accounts in AD. Set up and maintained optimal functionality of end-user computers. Responded to phone and e-mail request for technical support. Suggested and implemented suitable solutions, including on-site repair for local and remote users. Support VP, Associate directors, Executive assistant and the CEO.Set up, configured and managed users VOIP phones and CISCO VOIP phones on ShoreTel company system and cisco unity connection administration respectively.Monitored CLEARVISION and Cherwell Browser Client ticketing system to ensure timely resolution of all work orders.Insight Global, Parsippany, NJ Nov 2011 Oct 2012Desktop Support IT Refresh ProjectOversaw upgrades and data migration on existing computer systems (BASF). Delivered continuous technical support to mitigate software and hardware problems. Resolved complex technical issues by troubleshooting and assisting with diagnosis.Inspected systems to uncover and rectify bugs or viruses.Tested software and computer equipment prior to 'go live'.Robert Half Technology, New York, NY May 2011 Nov 2011Computer Technician IT / Help Desk Level 1Installed and programmed IBM Point of Sales Systems (POS) as well as upgraded existing computer systems. Identified and resolved software and hardware problems by troubleshooting.Examined systems to ensure elimination of bugs and viruses.Tested software and computer equipment prior to 'go live'.MPL Systems Inc, Clifton, NJ Nov 2010 May 2011Computer Technician ITProvided technical support to identify, analyze, and resolve software and hardware errors. Performed upgrades on existing computer systems and mitigated issues via diagnosis.Examined and tested software and computer equipment prior to 'go live'.Rectified bugs or viruses by testing systems.Perform moves of users computers and VOIP phones requested by the costumer.EducationDiploma in Computer Networking & SecurityThe Chubb Institute, Parsippany New Jersey, 2008-2011CertificationsCompTIA APHONE NUMBER AVAILABLEHewlett-Packard Accredited Platform SpecialistTechnical ProficienciesWindows 10, Windows 7 and XP, Office 2003, 2007, 2010, Internet proficient, Cisco routers, switches and wireless network, TCP/IP/DNS/DHCP/LAN/WAN; Active Directory Design and deployment, Network security & infrastructure services, computer forensics, A+ Hardware/Software, Windows 2003, 2008 enterprise server administration, exchange server, Linux client & server administration, HP Desktops, Workstations and Notebooks (2010), |
