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Candidate's Name  Lawnside, NJ 08045 EMAIL AVAILABLE PHONE NUMBER AVAILABLEObjective Experienced IT Professional with a robust background in customer support and management. Adept at troubleshooting and resolving technical problems. Seeking a position to leverage management skills and extensive knowledge of software, hardware, networking, and operating systems to exceed service level agreements and enhance customer satisfaction.EducationCamden County College, Cherry Hill, NJNetwork Learning Institute, Marlton, NJSkillsCertifications: A+, NET+, CCNA, Security+Assoicates Degree: Cyber SecurityTechnologies: Windows 2007/2008/2010, MS Office Suite 2007/2010/2013/2016, Windows Server 2008/2010/2012, Microsoft TeamsActive Directory, Network Protocols (LAN/WAN, TCP/IP, DHCP, VPN)Professional ExperienceService Desk Manager PHMC Public Health Management Corporation, Philadelphia, PA July 2017 - April.2023Spearheaded the establishment of new IT Systems Support based on ITIL Foundation principles, utilizing metrics from the ticket system to inform decisions.Upheld and enhanced Change Management policies and procedures in alignment with the CIO's directives.Managed a team of 15 Service Desk Technicians and 2 Support Specialists, optimizing daily workflows and conducting monthly one-on-ones.Oversaw the configuration and management of the Manage Engine Service Desk ticketing system for IT staff.Administered a fleet of 3000 mobile devices, handling account setups and resolving mobile phone issues.Executed hardware and software deployment projects, ensuring alignment with IT mission, vision, and values.Proficient in managing large-scale IT projects and teams.Committed to continuous learning and staying abreast of the latest industry trends and technologies.Service Desk Technician 2 Pacific Architect Engineer, PAE - Marlton, NJ July 2015 - July 2017Provided daily desk-side or remote assistance, managing ticket queues for user requests.Supported onsite contract employees with technical issues and queries.Professional ExperienceManaged Active Directory objects, including creating accounts, distribution groups, custom mailbox objects, adding users to directories, resetting passwords, and maintaining account security.Created and modified network folders, set permissions, and assisted users with file management.Assisted users with mapping network drives and printers.Handled imaging and deployment of company computing resources, workstations, and peripherals.Assembled, imaged, and repaired desktops and laptops.Installed, configured, and upgraded software applications.Desk Side Support Engineer National Disease Research Interchange - Philadelphia, PA October 2014 - June 2015Provided desktop support for end users and created accounts through Active Directory.Supported server maintenance, including software installations and upgrades.Managed Windows 7 deployments and desktop/laptop migrations for remote and on-site users.Offered printer support, virus removal, and managed user expectations regarding resolution timeframes and status.Took ownership and accountability for the case resolution process.Desktop Support Engineer Decisive Business Systems - Pennsauken, NJ April 2014 - September 2014Provided end-user desktop support, account creation through Active Directory, and server support including software installations and upgrades.Managed Windows 7 deployments and migrations for desktops/laptops for both remote and on-site users.Offered printer support, virus removal, and computer re-imaging, ensuring customer satisfaction with resolution timeframes and status updates.Acted as a technical liaison with Security and Development teams to evaluate and report bugs, and wrote, edited, and maintained knowledgebase entries.Functioned as a second line of support post Tier 1, and participated in knowledge transfer exercises to enhance Tier 1's problem-solving capabilities.Desktop Support Technician Temple University Hospital - Philadelphia, PA June 2013 - March 2014Led the Windows migration project from XP to Windows 7, ensuring a smooth transition for end users.Provided comprehensive end-user support, resolving software and hardware issues for desktops and laptops.Performed system reimages and upgrades, and removed viruses and spyware as needed.Managed PC rollouts across the hospital, improving system efficiency and user experience.Handled account management tasks in Active Directory, including unlocking and resetting user accounts.Utilized the incident system to create and manage user tickets, streamlining the support process.Professional ExperienceDesktop Support Technician Level McElroy, Deutsch, Mulvaney & Carpenter, LLP - Philadelphia, PA October 2012 - May 2013Delivered comprehensive end-user support, troubleshooting software and hardware issues for desktops and laptops.Performed system reimages and upgrades, ensuring all virus protection software was current and effective.Trained secretaries and attorneys on computer hardware and software, enhancing firm productivity.Managed software installation, network printer configuration, and remote access understanding.Facilitated the setup of computers and telephones for new hires, streamlining the onboarding process.Reported directly to the IT director, monitoring server, network, and system logs for discrepancies.Supported site disaster recovery processes, maintaining operational readiness.Monitored and supported Cisco hardware/IOS, including switches, routers, VPN, and firewall, ensuring robust connectivity for local and remote offices.Maintained a healthy network and server room environment, ensuring optimal performance.Desk Side Technician CompuCom - Philadelphia, PA July 2010 - September 2012Served as a Software/Hardware Break Fix technician, handling IMAC (installs, moves, adds, changes).Supported a range of hardware including IBM, Dell, Compaq PC desktops, laptops, and Macs.Managed Networking Interfaces Protocols and Network Printing.Implemented Desktop Operating Systems, device Drivers, and supported email systems like Microsoft Office 2003/2007.Had a working knowledge of Exchange Server and implemented asset Management services and tools.Coordinated hardware and software installations and upgrades, ensuring compliance with company policy.Recommended resolutions to complex matters of significance and coordinated the implementation of approved actions.Support for Microsoft Office Suite 2003, 2007, and 2010Provided support for various versions of Microsoft Office Suite, ensuring seamless user experience across different platforms.