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

Liquid Church – Parsippany, NJ

IT Systems Administrator