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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLEManalapan, NJ Street Address
EMAIL AVAILABLEPROFILE Help Desk & Desktop SupportSoftware Use & Trouble shootDOS, all MS Windows + 10, Microsoft Office 03-07-10-office 365, Outlook, Active DirectoryVPN (Access Manager/Nortel/Cisco/Odyssey), Remedy, HP OpenView, Peregrine Service Center, Track-IT, Net-Meeting, VNC Desktop Remote, SMS, MS Remote Desktop, DameWare, Goto Assist, Citrix CIA Client, Citrix / XenApps, Norton Ghost., ProSystem Engagement, GoFileroom, GoSystem, Symantec Antivirus, McAfee SafeBoot, Kaseya, TeamViewer, Dell KaceKnowledge of HardwareDell, HP, Apple, HP Compaq Desktops & Laptops, Custom built Desktops, Hardware Upgrades, Blackberry, IPhone, Cisco IP Phone Setup, RSA Security Tokens,ServersEMPLOYMENTTris Pharma Monmouth Junction, NJ 6/2022 - PresentIT Support Tech I* 1st Shift* New User account creation ( AD \ O365 ) also Termination* O365 User Administration,* AD Support ( Password reset and unlocks )* Mobile Support (iPhone & iPad Configuration - Airwatch \ Intune )* Hardware Inventory ( Printer Toners \ PC's & Mobile devices )* Office Setup, Laptops Desktop and IP Phones ( HP, Dell, Vonage IP )* Meeting Support* TrackIT ticketing System* Customer Service* Pharmaceutical Office EnvironmentNuWare Edison, NJ 11/2018 - PresentHelp Desk Analyst2nd Shift & Weekends - Part Time* Help Desk Consultant for CareCentrix* Write communications focused on resolving technical issues.* Assist computer users in understanding problem resolution.* Clean up computers memory, logs and unused archiving.* Instruct how to install computer peripherals for users.* Track & document malfunctions that continue to occur (part of the monthly/quarterly review)* Reset AD Password for user* Remote in to user PC thru RDP and Dameware* Troubleshoot issues with DUO mobile Authentication* VPN Troubleshoot for remote users* SolarWinds WHD Ticketing System* Data Entry - Sales Lead onto Soho CRM* Office Environment \ RemoteLTI - Larsen & Toubro Infotech Ltd Edison, NJ 10/2017 - 11/2020Specialist - Cloud & Infra Services'1st Shift* Help Desk Consultant for TEREX - World Wide* Reset AD Password also created New User Accounts* Support for MFA ( Multi Factor Authentication ) configuration.* Created Share Mailboxes and Distribution lists* Use of Multiple Remote Tools such as, TeamViewer and RDP, Skype, and MS TEAMS* Supported Remote Field users, with Hot-Spot \ Wifi and Laptop.* Supported and went thru Migration from MS office 2010 \ 2013 \ O365.* 100% Phone Customer Service* Use of ServiceNow Ticketing System* Office Environment \ RemoteITS, LLC Manalapan, NJ Jan 2018 - July 2018Help Desk ConsultantPart-Time - 3rd Shift* Help Desk Consultant for Multiple Clients ( about 5 Client), -* Triage tickets / Swivel Chair (moving info from one ticketing system to another)Create a ticket for each query and log all queries into the Help Desk ticket tracking system (internaland customer as required)* Reset AD Password* Remote user support and Mobile support* Support for Office 2010 / 2013* Support for Windows 7, and Windows 10 desktops.* Strong aptitude in O.S. Repairs, spyware removal, virus removal, hardware, troubleshooting, andsoftware upgrades.* Monitor and respond quickly, effectively, and courteously to requests.* Resolve level 1 and 2 tickets (e.g. generalized/ scripted, Knowledge Base related resolution steps),* 100% Phone Customer Service* Use Ticket system Autotask and\ ServiceNow* MSP \ Office EnvironmentKumon North America Teaneck, NJ 06/2017 - 11/2017Lead Help Desk Analyst & Desktop support* Support of Windows Desktop: XP, OS 7, OS 8, Win 10* Support of Microsoft Office 2013, 2016, + Office 365* Use Dell Kace remote administrator password control* User of remote tools, TeamViewer* Microsoft System Center for installing and uninstalling programs* Using the SCCM Infrastructure Portal for inventory and software installation from our server* Imaging and customizing desktops and laptops* Unlocking user accounts using ADS or LUCA* Assisting users trying to get on the secure network remotely through VPN using Pulse* Assistance with Word, Excel and Outlook* Data transfer from old PC to new PC.* Installation of new software specific to the lab or business applications* Installing printer drivers, updating drivers and basic printer maintenance* Setting up synchronization between the laptop or desktop and server* Prioritizing and distributing help desk orders in a timely fashion* Creating Excel spreadsheets to keep track of inventory, billing and users* Corporate \ Education Office EnvironmentOcean Computer Group Manalapan, NJ 03/2016 2/2017Help Desk II & Accounts Administrator1st Shift* Help Desk Support for multiple Account (MSP Clients) Primary Contact.* Maintained Run-Book and Clients Information up to date* Server \ Data Center Monitoring with Kaseya Service Monitoring* Account Administrator add/remove users ( AD and Office 365, Exchange )* Support for MS Windows Operating System (XP to Windows 10)* Monitor Windows Server 2008, 2012, Configuration and troubleshooting also VMWare* Desktop / Laptop / Servers configuration and trouble shooting 1st level* Support for Cisco VOIP Configuration add/remove user (Cisco Manager and Unity )* Support for MS Office (2007 to 2016, Office 365)* MS Outlook integration with MS Exchange including mobile devices* Support for Antivirus protection of servers and workstations* Remote Tools use RDP, Kaseya, TeamViewer,* Ticketing system use of ConnectWise and Kaseya Service Monitoring* Answering Phone and Technician dispatch and Time keeping* Customer Service Phone and in-Office* MSP / Office EnvironmentMainTech (Volt) Cranford, NJ 10/05/2016 - 4/2017Help Desk I and Account Administration3rd Shift* Triage tickets / Swivel Chair (moving info from one ticketing system to another)* Passive AD resets* Office 365 troubleshooting / Outlook Support* PMC Support - Creating Work Orders and Field Tech Dispatching,* Server \ Data Center Monitoring* Windows XP, Windows 7, 8, and Windows 10 desktops.* Windows Server 2012 R2 and client versions.* Create a ticket for each query and log all queries into the Help Desk ticket tracking system (internaland/or customer as required)* Monitor and respond quickly, effectively, and courteously to requests.* Resolve level 1 and 2 tickets (e.g. generalized/ scripted, Knowledge Base related resolution steps),* Customer Service.* MSP / Office EnvironmentAmmann & Whitney New York, NY 10/2015 03/2016Help Desk & Desktop Specialist, Level 1* Primary support for company's headquarters and all Ammann Whitney remote Sites* Customer Service* AD account lock\unlock - Password Resets* General Networking experience with knowledge of TCP/IP, Firewalls, and LAN/WAN topology.* Back-up Tape ( Back-up Exec 2010 )* Cisco VOIP Configuration add\remove user (Cisco Manager and Unity )* Application Support and Installation - AutoCAD - ProjectWise - MS Lync* Remote user Support ( VPN ) RDP & SMS* PC imaging & Trouble-shooting ( Windows 7 \ Win 8 & Apple Mac Support )* Alloy Ticket tracking system* Mobile Support ( IPhone \ Android \ Apple Mac )* Engineering \ Architect Office EnvironmentOch-Ziff Capital Management New York, NY 2/2015 - 10/2015Desktop Support for Trading / Hedge Fund, Level 2* Installing workstations / docking station / laptops* Installation of VDI small factor form PC* Mobile Device Support for corporate Email (AirWatch, IPhone / Android / Blackberry )* Loading/installing all necessary software approved by client* Providing network/wireless access and connectivity to the staff* Installing, maintaining, resetting passwords according to client policies* Advising staff about any security breach such as change in password* Ensuring share drive access is provided* Troubleshooting all issues in a timely manner* Maintaining a list of necessary maintenance and repairs* Making recommendations about the purchase of resources* Identifying and preparing hardware for safe disposal* Activating Corporate email accounts on users' Blackberries devices* Assisting users in submitting tickets to Service Desk* Windows 7 / Windows 8 & Apple Mac Support* Trading / Hedge Fund EnvironmentGerdau Ameristeel, Sayreville,NJ 6/2014 2/2015IT Field Technician* Desktop Support ( Windows XP &Windows 7 )* Citrix Zen-Apps (Install & Support)* Desktop Support Engineer independently resolve tickets within SLA* Multiple Acc Passwords Resets Active Directory Lock & Unlocks- Add or Remove* Win 7 Support / MS Office Support of ( MS Outlook 2007- 2010 2013 )* Imaging and Application Installation, Conference Setup and Support also PC Inventory Support* Remote Desktop Support Via SMS & RDP* IBM Service Desk ticket system* Industrial / Manufacturing EnvironmentMarcum LLP New York,NY 5/2011 - 5/2014Senior Helpdesk & Desktop Support II* Primary (Senior) Help Desk Support for Mid-Size Accounting Firm* Managed all help desk tickets* Desktop Support Engineer independently resolve tickets within SLA* Multiple Acc Passwords Resets Active Directory Lock & Unlocks- Add or Remove* General Networking experience with knowledge of TCP/IP, Firewalls, and LAN/WAN topology.* P.C Troubleshooting / MS Office Trouble Shooting - Support of MS Outlook 2007-2010 Win7* PC Imaging ( Ghosting) also PC Inventory Support* Citrix Zen-Apps (Install & Support)* Cisco VOIP Configuration add\remove user (Cisco Manager and Unity )* Desktop Support (Office/Building moves and Company Mergers)* Blackberry Setup, & IPhone Support.* Basic Networking ( TCP/IP Config for P.C and Network Printer Setup ) Cisco Switches \ Routers* Remote Desktop Support Via DameWare & GoTo Assist* Support of Financials Applications, ( ProSystem Engagement \ GoFileroom \ GoSystem ).* Desktop Support for the 2 NJ office (Roseland,NJ & Neptune, NJ )* Use / Setup Cisco IP Phone, and Conference Rooms A/V Setup* Track-IT, Ticketing System ( Managing the Queue's)* Accounting / Professional EnvironmentG.E Aviation - (CompuCom ) Whippany, NJ 10/06 05/11Lead Desktop Analyst & Service Desk level II* Lead Desktop Support & Customer Service (300 Clients on site)* Multiple Acc Passwords Resets Active Directory Lock & Unlocks- Add or Remove* MS Office Trouble Support PC Imaging ( Norton Ghost )* Remote Desktop Support Via VNC & Microsoft Remote Desktop Connection* Remedy Ticketing System & HP OpenView Service Desk (HPSD)* Use / Installation of Citrix CIA Client, Support on Citrix Server Via Terminal Service Manager.* Use / Setup Cisco IP Phone, For clients and Conference Rooms.* Citrix Client (Install & Support)* VPN Setup Software ( Nortel / Access Manager / Cisco VPN Client)* Manufacturing Aviation / Professional EnvironmentPfizer Pharmaceutical Parsippany, NJ 7/06 5/07Help Desk Analyst level 1* Front Line 40-50 calls per day* Customer Service* Multiple Acc Passwords Resets Active Directory Un-Locks* P.C Troubleshooting / MS Office Trouble Shooting - Support of MS Outlook 2003* Remote Desktop Log-on through Net-Meeting & SMS* Peregrine Service Center Ticketing System ( Routed Tickets to Second Level Support)* Support of RSA Security Token for VPN ( Synch token & Temp Pin Numbers)* Call Center / Professional EnvironmentEDUCATIONUnlimited Access Institute Linden, NJ8/2001 02/2002Attended Classes for A+ and Network + Certification. .* CompTIA A+ Certified.Linden High School Linden, NJ 2001* Graduated Linden High School.* Placed 6th in the New Jersey Skills USA Championship for ComputerApplication. (ex. Microsoft Office 2000)* Certificate from CSAA for Central Station Operator Level 1 ( Dispatcher )* Certificate of Amag Training Course for Card Accesses. ( Card Access Technician )* HP Certificate for Accredited Platform Specialist, HP Commercial Desktop, Workstation, and Notebooks.Bilingual : Spanish ( Read & Write ) |
