Customer Service Sales Representative

Erik A. Gaines

Email ******@*******.***

Home 973-***-****

Cell 973-***-****

Career Summary: 10+ years IT experience with over 2 years of expertise in

complex networking environments.

Technical Skills

Networking Upgrade, install networking in Windows NT/XP/2000/2003 environment,

Firewall and TCP/IP Configuration, Active Directory Services, FTP, DNS,

VPN, DHCP, Print, RAS Terminal Servers, Manage Network Users/Groups,

Password/Permission Policies. Configuring Cisco 1700 series routers and

Cisco switches; routing protocols RIP, IGRP, EIGRP and OSPF; configuring

VLAN, PPP and Frame Relay, diagnosing and troubleshooting network

problems; network data backup; Ethernet hubs and routers; installing and

configuring Ethernet, network cabling Installing and crimping,

Configuring SQL Server. VOIP: Installation and configuration of VOIP

(3CX Phone System for Windows) application, Create 3CX Phone System

extensions, Configure software and/or hardware SIP phones, configure

phone lines.

Software Configure/Install Spybot (Search & Destroy, Recovery, Immunize Features,

Recovery, What's Up Gold (SNMP Smart Scan, IP Ranges Scan, Network

Neighborhood, Host File Imports, Performance Monitors WMI/SNMP, Enable

Polling Engine), Resolved problems on client W/S with LogMeIn &

dynamically negotiated firewall boundaries, PC Anywhere (performed

routine maintenance, deployed/installed s/w patches & upgrades,

synchronized content & resolved issues with client computers. Windows

NT/XP/2000 environment, Auto CAD 2000, UUNET cable management software,

Visio, OS2, MS Office Suites, firewall configuration, Outlook, Paradox,

DOS ARS Remedy, SAP, Datacom, Magic Solutions, Adobe Acrobat.

Hardware/ IBM Thinkpads, IBM AS/400 NextGen 3.x /4.0 Server, Switches, T1

Other interface, Repeater, Fiber Optics, Remote workstations, Dell Laptops,

Pentium Chips, Hard Drives, External Tape Backups. SCSI Cards, Video

Cards, CAT5 (category 5E Data cabling), CAT 3(category 3 Voice cabling)

and Omni Scanner. UNIX, DHCP, SMS,TEARS, ePO, Altiris, ICE NT TCP/IP,

Internet Browsers, Novell 6.x, SNMP, Telnet, DNS, X-Window Systems,

Special Platform data migration from Windows 2000 to XP, designed cable

Projects infrastructure plans using AutoCAD/Visio/Planet for Engineering

Construction Firm. Acted as liaison between Systems Engineering

Operations staff and clients to install and configure Dell workstations.

Performed all duties of Helpdesk Coordinator.

Answered/analyzed/resolved tickets utilizing Heat Ticketing Application.

Routed items to appropriate resolution groups. Migrated servers to new

platform with a team of outside vendor and downloaded DHCP, SMS, TEARS,

ePO, Altiris, ICENT, TCP/IP.

Contracting Experience

Desktop Support, Peak Solution/CITI GROUP, Roseland/Jersey City, New Jersey

6/2012-12/2012

. Completed a relocation of 250+ clients while supporting dual locations.

. Migrated clients information using in house software provisioning via

automated allocation system.

. Provided desktop client support and hardware installation,

administrative rights, specialized applications to clients.

. Diagnosed issues with network printers, software installs for Windows

XP, Vista, and Windows 7 Professional

. Created user logins, Performed backup & restoration of user settings.

. Maintained Documentation for asset inventory and distribution

. Provided support mainly for executives of various department, setting

up newly migrated win 7 PC's and resolved technical issues

PC Migration Tech TATA Global Beverages/ Charter Global Inc., Montvale, NJ

1/2012-4/2012

. Infrastructure Support Engineer for new dell HW & WIN 7 roll-out.

. Migrated clients information (My Document, Favorite, .pst outlook

files) using in house application and external storage devices.

. Provided administrative rights and specialized applications to selected

clients.

. Diagnosed issues with network printers, software installs, user logins,

backup & restoration of user settings

. Documentation & coordination with TCS Offshore/onsite team

PC Migration Tech, Siemens/Hoffmann La Roche, Clifton, NJ 4/2011-

10/2011

. One of the lead Migration technicians in the rollout of 2,500 Windows

7 desktop/labtops installed with Office 2010 and other business

applications( Altirus, Juniper Network, etc)

. Ghost custom Windows 7 images onto 2,500 machines.

. Diagnosed issues with network printers, software installs, user logins,

backup & restoration of user settings.

. Extracted about 50 machines a day and transported them to specific

locations on a campus for deployment

. Reported to immediate manager with reports on reschedules, machine

issues or clients that didn't want to be migrated

PC Migration Tech, Alcatel Lucent, Murray Hill NJ 1/2011-4/2011

. Pre Imaged Laptops(IBM Think Pads/T60/X60) using Oscar- in house

application in Win XP environment.

. Migrated clients information (My Document, Favorite, .pst outlook

files) using Pronto- in house application.

. Provided administrative rights and specialized applications to selected

clients.

. Create, update, and resolve reported customer issues using Hewlett

Packard's customized ticketing(OVSD)

. Assisted team lead by training other technicians in the process to

ensure optimal performance by the dept

Windows Administrator, HIGH TECH GLOBAL SOLUTIONS, Iselin NJ 7/2008-2/2010

. Installed/configured Windows Server 2003, Exchange Server, Active

Directory, RAS/Terminal Servers and Spybot.

. Created and managed 20 users and set up group policies to ensure proper

rights were assigned and data remained secure.

. Resolved escalation issues on priority basis and installed/configured

VOIP applications on server.

Desktop/Migration Support Analyst, CITI GROUP, New York, NY 7/2007-

11/2007

. Coordinated/scheduled migration process between System Administrator

and clients.

. Created all client profiles for migration process and successfully

migrated H/W and S/W for 3 sites (300+ clients) from Windows 2000 to

Windows XP. Results: Completed project 2 months early with assistance

of 4 other support analysts.

. Managed printer groups/queues and DFS links and added desktop clients

to Domain. Followed up with users to ensure accuracy of work.

Help Desk Coordinator, BMS(Bristol-Myers Squibb), Skillman, NJ 3/2007-

6/2007

. Created accurate and timely technical documentation to keep knowledge

base portal up-to-date with pertinent information on critical tasks and

to speed resolution of trouble tickets.

. Answered up to 27 calls per day and provided technical support to

customers.

. Assigned problem tickets with accurate and complete information and

followed up on status of open tickets to maintain user productivity and

computer up time.

Support Analyst, WACHOVIA, Various sites in NJ, NY and CT 8/2005-

12/2006

. Acted as liaison between Systems Engineering Operations staff and

clients; installed, configured and troubleshot computer

hardware/networking system issues.

. Provided phone/desktop support for client end-users in helpdesk

position (Windows 2000/XP/Pegesis).

. Installed Dell/HP printers, CAT5 data cabling from COMM closet to

workstation outlet.

. Created Norton Ghost images for desktop computers in order to keep them

working on the same platforms and save installation time for analysts.

Technical Analyst, CITI GROUP, New York, NY 1/2005-8/2005

. Conducted phone support/customer service for customers of various MS

suites, downloaded/ran verification and logon scripts and reset user

passwords.

. Performed Windows XP S/W and H/W upgrade projects with 30-analyst team

consisting of vendors, branch personnel, development team and software

distribution group members.

. Configured/installed server system components (DHCP, SMS, TEARS, ePO,

Altiris, ICE NT).

. Installed horizontal station cabling from COMM closet to workstation

outlet using fiber optic cables, CAT5E data cables/CAT3 voice cabling

and certified cables using the Omni scanner.

Computer Consultant, UNISYS/PORT AUTHORITY, New York, NY 1/1999-6/2002

. Enhanced company's productivity by 60% by installing Novell, Windows

XP and NT.

. Provided phone support/customer service of MS suites.

. Implemented firewall security/programmed codes to improve operations.

. Key member of team that performed roll out operations of 400+ Windows

XP workstations.

Permanent Employee Experience

IT technician /Sales Representative, Allserve Systems Corp, North

Brunswick, NJ 8/2002-12/2004

. Programmed Window NT servers at various locations while cross-

referencing with technical support in India to ensure optimal

performance.

. Coordinated all technology purchases for local office with the Office

Administrator and IT Controller.

. Trained 5 new employees on proper use of telemarketing scripts and

shipping procedures.

Architect/Engineering Technician, New York School Construction Authority,

Queens, NY 1/1990-12/1998

. Edited AutoCAD designs, assigned user rights to directories/

transferred files, increased productivity.

. Provided user support for CAD and Windows NT Network.

. Assisted architect with various projects/drawings increasing Workflow

by 70%.

. Provided maintenance for PCs/automated office equipment.

Education/Special Training

B.S. in Electronic Engineering, NEW JERSEY INSTITUTE OF TECHNOLOGY (NJIT),

1995

A.S. in Electronic Engineering, ESSEX COUNTY COLLEGE, 1993

Diploma in Network Engineering, PC AGE IT Institute, Edison, NJ, 2008

. Courses in Comptia A+, Network+, Windows XP, Server 2003, ISA 2004,

Cisco, and Fedora.

Certificate in Networking/Troubleshooting, CALDWELL COLLEGE, 1999

A+ Certification

N+ Certification

Security+

MCTS

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