Career Summary

An analytical IT professional with 10 years experience in delivering superior remote hardware/software troubleshooting. Efficiently installs upgrades, configures and maintains computer hardware and peripherals. Constantly strives to support the company mission while effectively serving clients. Proven success working in collaborative environments and exhibiting leadership tendencies by conceptualizing and executing effective marketing strategies.

Experience

Reckitt-Benckiser - Parsippany, NJ

Desktop Support/Service Desk Analyst (contractor)

  • Perform level-one support of networking software and protocols such as VPN, TCP/IP, DNS, DHCP, Exchange, and Active Directory
  • Perform level-two support of network appliances including servers, switches, backup systems, and wireless access points
  • Travel weekly between sites to provide desktop support to satellite offices. Diagnosed hardware/software issues for PC and Mac users; averaged 35 calls per day accounting for 25% of help desk total call volume
  • Perform computer hardware upgrades, including complete transfer of all user data
  • Install and configure software applications (MS Office 2007/2010, Acrobat)
  • Train new Help Desk Technicians
  • Create and implement a successful SOP for installing and configuring a department-wide data
    sampling application

Eze Castle Integration - New York, NY

Global Support Desk Supervisor

  • Lead the Weekend Team Providing remote and desktop support for over 300 executive financial services clients in New York, London, Singapore and Hong Kong markets
  • Provide weekly client infrastructure reports to management and support desk analysts
  • Research new technologies to forecast possible types of issues the support desk would be
    troubleshooting
  • Served as a point of horizontal technical escalation for junior analysts Managed the incoming case load via phone and e-mail
  • Troubleshoot PC, Mac, and mobile device issues; average 230 calls per week accounting for 20% of the total call volume
  • Perform level one and two support of networking software and protocols such as VPN (IPSec), TCP/IP, DNS, DHCP, SMNP, Microsoft ActiveSync, Microsoft Exchange, and Active Directory
  • Install and configure software applications

External IT/OS33 - Iselin, NJ

RMM Engineer/Service Coordinator

  • Maintain and manage RMM tool performance, identifying opportunities for improvement
  • Manage day to day operations of clients IT infrastructure and security
  • Assist the RMM Manager with client vendor management issues and requests
  • Assist in the development of innovative ideas that increase levels of customer service
  • Create and maintain health reports for clients
  • Develop and maintain customer SLA’s
  • Escalate tickets to the next level support group in a timely fashion within pre-defined service levels for the Support Center
  • Deal professionally and appropriately with dissatisfied customers as per defined procedures
  • Work closely with the management team to achieve overall Support Center performance goals as well as increase individual productivity
  • Stay up to date on supported software and hardware trends and changes Complete special
    projects as assigned

Boy Scouts of America, Patriots' Path Council - Cedar Knolls, NJ

Systems Administrator

  • Provide desk side support for approximately 50 employees and dozens of volunteers throughout Sussex, Morris, Union, Somerset, & Middlesex counties
  • Maintain the local Windows domain and Active Directory environment
  • Established a ticket and incident management system for visitors and staff to submit technology requests
  • Implemented special outdoor access points to improve wi-fi connectivity and create a network bridge at Winnebago Scout Reservation

KIPP:New Jersey - Newark, NJ

Technology Specialist

  • Provide constant support to administrative, academic, and operations team members for daily tasks and issues
  • Install and maintain software and hardware packages
  • Maintain accurate asset management for student and staff technology at multiple schools
  • Perform problem management on software and operating system incidents reported by staff
  • Document technical processes regarding faculty and staff device deployment configurations
  • Assist with network switch port configurations and troubleshooting

Education

Competencies

  • Help Desk
  • Multi-Tasking
  • Programming
  • Critical Thinking
  • Leadership Skills
  • Organization Skills
  • Quality Assurance
  • Time Management
  • Project Management
  • Security Compliance
  • System Administration
  • Security Authorization
  • Computer Networking
  • Team Player Mentality
  • Communication Skills
  • IT Strategy & Execution
  • Budget & Cost Control
  • Customer Service Skills
  • Cross-training Specialist
  • Testing & Troubleshooting
  • Data Backup & Recovery
  • Hardware & Software Repair
  • Analytical and Diagnostic Skills

Credentials

Technical Skills

OSPF, BGP, EIGRP, IS-IS, RIP v1, RIP v2, HSRP, VRRP, GLBP

Ethernet, T1, Wireless, MPLS, Frame Relay, ATM

IP, TCP, UDP, DHCP, DNS, ICMP, SNMP, ARP, PPP, FTP, TFTP

Windows, Linux, MacOS

Wireshark, SNMP, SolarWinds, WhatsUpGold, Net flow, Syslog, Nmap

VLANs, VTP, STP, Inter VLAN Routing, Ether Channels, CEF, Port Security, VSS, LACP, PAGP

Cisco ASA, IPSec/SSL VPN, DLP, IDS/IPS, LDAP

Cisco Switches (2900 Series, 3560, 3750, 3850, 4500, 6500), Cisco Routers (2600, 2800, 3640, 3700, 7200 series), Meraki Firewalls (MX 64W), Meraki Switches(MS-250), AP’s (MR 74, MR 33), Cisco Aironet AP’s (1500, 1200, 1100 Series)

Android, iOS