CYNTHIA BRADY

** ********* ****

Edison, New Jersey 08817 Email: accn8o@r.postjobfree.com

732-***-**** (Cell) LinkedIn: http://www.linkedin.com/in/cynthiabrady

SUMMARY OF QUALIFICATIONS

Extensive years of experience in the IT field working at Fortune 500 companies. Strong technical and

team leadership skills as well as excellent communication and organizational skills. Core competencies

include:

• • •

Desktop/Server Support Project Management Staff Training

• • •

LAN/Router Support Cisco 800 Router Setup Process Improvements

• • •

Helpdesk Support Network Monitoring Web Development

IT CERTIFICATIONS

CCNP Wireless

CCNA Voice, Wireless, R&S

CompTIA A+, CompTIA Network+

EXIN ITIL V3 Foundation

NJIT Webmaster Program

EDUCATION

AAS/Computer and Information Systems, Middlesex County College, Edison, New Jersey

EMPLOYMENT HISTORY

05/2008-Present Oticon, Inc. (William Demant Holding Co.) Somerset, New Jersey

Computer Systems Analyst / Project Coordinator

05/2007-05/2008 IBM Global Services. Piscataway, New Jersey

Deskside/IMAC Support at J&J (Contracted through IBM)

12/2000-05/2007 AT&T Corporation. Berkeley Heights and Morristown, New Jersey

Sr. Tech Support Engineer (Contracted through Algomod Technologies)

Systems Administrator (Contracted through Alert Staffing)

07/1985-12/2000 United Parcel Service. Edison, New Jersey

Sr. Technical Support Representative

Sr. Administrative Assistant - Operations

Administrative Assistant - Industrial Engineering

PROFESSIONAL EXPERIENCE

TECHNICAL SUPPORT/PROJECT MANAGER – OTICON 5/2008-Present

• Provide Technical Support for several William Demant Holding companies in North America

• Project Manager and SME for Canadian Hearing Clinics

• Manages project deliverables, scope and expectations, coordinates project status meetings

• Configure and troubleshoot new Systems and Cisco 800 routers for Canadian Clinics

• Work closely with Canadian ISP’s in resolving network outages for the Hearing Clinics

• Provide Remote user support

• Utilize the Web Based version of Remedy Ticketing System

• Access MS Active Directory on Windows Server 2008 to administer accounts

• MS Exchange 2010 Administration

• Perform IMAC (Installs, Moves, Adds, Changes ) Support

• Troubleshoot hardware issues (Break/Fix) in a Lenovo based environment

• Project Manager for upgrades and rollouts

• Confirm functionality of Routers, Servers, and Business Applications each morning

• Monitor nodes in Canada and the USA with SolarWinds Network Performance Monitor

TECHNICAL SUPPORT REPRESENTATIVE - IBM 5/2007-5/2008

• IBM Contractor assigned to one of Johnson & Johnson’s Pharmaceutical divisions in Bridgewater, NJ

• Provided Deskside Support to executive staff

• Performed IMAC (Installs, Moves, Adds, Changes ) Support

• Troubleshoot hardware issues (Break/Fix)

• Tested Microsoft Windows Vista platform on the J&J network

• Utilized Citrix Presentation Server 4.0

• Utilized the Remedy Ticketing System

SENIOR TECHNICAL SUPPORT ENGINEER - AT&T 5/2004-5/2007

• Provided Level 2 technical support to AT&T WorldNet Dial/DSL/VOIP customers

supporting all Microsoft operating systems ranging from Windows 95 through Windows Vista

• Consulted with Specialists, Software Developers, Network Operations Managers and Dial

Platform/POP status groups for escalations and updates

• Software Support for AT&T WorldNet Connection Services Manager (CSM) software

• Communicated with third party vendors to resolve conflicts between their software and CSM

• Utilized Remedy Ticketing System to delegate technical escalations and to monitor workflow

• Developed and documented technical fixes for knowledgebase and wrote processes for Tier 1 agents

• Reviewed WorldNet customer feedbacks and resolved any technical related issues

SYSTEMS ADMINISTRATOR - AT&T 12/2000-12/2003

• Monitored/maintained 25+ AT&T WorldNet servers, supporting both hardware and software issues

• Managed Daily Server Backups using Arcserve and Veritas

• Proactively monitored and controlled all systems and networks to maximize systems availability

• Onsite and remote user support for hardware (Break/Fix) and software issues for PC’s and Laptops

• Prepared laptop/desktop builds from ground up and created Ghost images

• Managed and supported the systems in the AT&T WorldNet Training Room

• Project Management - for setup and rollout of Tier 2 Consumer DSL Call Center systems

• Web Development - created/maintained AT&T Intranet WebPages for customer care environment

• ID Administrator - managed accounts on MS Windows based server and Lotus Notes ID’s

• Disaster Recovery - developed, maintained, and executed disaster recovery plan

SENIOR TECHNICAL SUPPORT REPRESENTATIVE – UPS 2/1996-12/2000

• Hardware (Break/Fix) and software support for laptops/desktops for Finance and Accounting Site

• Managed all aspects of Novell and Microsoft servers and OS/2 Database servers

• Managed Daily Server Backups using Arcserve

• Managed ID’s on Novell and Microsoft servers

• Managed and supported the systems in the training room

• Subject Matter Expert (SME) - created training packets and trained end users and Tech Support Reps

• Mentored and coached junior level Technical Support Reps

• Project management - led other Technical Support team members in selected project activities

for new systems and platforms being rolled out and the Y2K project for Finance and Accounting Site

TECHNICAL SKILLS

Operating Systems: MS-Dos 2.x-6.x, Microsoft Windows 95/98/ME/NT/2000/XP/Vista/7. Apple IOS.

Platforms: Windows NT 4.0/2000/2003/2008 Server, Novell 4.11 Server, Sun Solaris 8.x, IBM AS400

Hardware: PC’s and Laptops: Dell, Compaq, Toshiba, Panasonic, HP, IBM, Lenovo, NEC,

AT&T, Macintosh. Printers: HP LaserJet/DeskJet, Epson, Toshiba, Panasonic Servers: Dell Enterprise,

HP 9000, Sun Enterprise, HP/Compaq Proliant.

Software: Microsoft Office Suite/Front Page/Visio/Project. Lotus Notes, Oracle Client, ARCserve,

Veritas Backup Exec, Connected TLM, Remedy Ticketing System, Siebel Ticketing System,

AT&T: SOTS, GIOM and USRP. Nortel/AT&T/Cisco VPN Clients, pcAnywhere, Citrix GoToAssist,

Bomgar Representative Console, CA Desktop and Server Management, Microsoft System Center

Configuration Manager 2007/2012 for system imaging and software delivery.

Networking: LAN, WAN, WLAN, VLAN, Dial Up, DSL, VOIP, VPN, Networking Protocols, RSA

SecurID Token, Safenet PKI Token, Gigabit Ethernet, Token Ring, Cat 3/Cat 5/Cat 6 wiring

Utilities: Antivirus/Anti-Spyware/Anti-Malware/Firewall applications. Network monitoring tools and

Web monitoring tools, Solarwinds NPM 10.4.1, Cisco ACS Version 5.2.0.26.5.

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