Richard Perez

**** ********** ***, *****, ** ****8

917-***-**** / abggox@r.postjobfree.com

OBJECTIVE: Career-driven individual seeking an opportunity as IT Support

that will provide me with a chance to further my knowledge, while allowing

me to contribute toward the advancement of an organization's goals.

KEY SKILLS:

. Technical Troubleshooting

. Problem Diagnosis

. Detailed Documentation

. Rapid Ticket Response Times

TECHNICAL PROFICIENCIES:

Applications: Microsoft Office: Word, Excel, PowerPoint, Outlook.

Active Directory, Service Now, FootPrints and CA Ticket

applications. Dell Automated Deployment tool, OS Migration

via SCCM. JAMF. Remote Assistance Software: TeamViewer &

Bomgar. Citrix Desktop Director, Infoblox. Norton Symantec

Endpoint Protection, Symantec PGP Encryption/McAfee Endpoint

Encryption, Retrospect Backup, Trend Micro Office Scan,

Norton / Symantec Ghost. Avaya Digital Phone Software.

OS/Platforms: Windows XP/7/8 Server 2003, 2008 R2, Mac OS X 10.6 -

10.9.

Hardware: Dell, Lenovo, and HP Desktops, Notebooks and

Printers, iMac, MacBook Pro/Air

Cannon/Brother and Scanners. Apple, Android and Blackberry

mobile devices and tablets.

Network: TCP/IP, DNS, LAN, WAN, WPAN.

PROFESSIONAL EXPERIENCE:

Weill Cornell Medical College - New York, NY

ITS Desktop Support Technician

January 2014 - August 2014

. Provide Desktop Support at Cornell Medical College for 3000+ end

users.

. Image and deploy Windows 7, Mac workstations and laptops to the

environment for brand new Research facility.

. Responsible for troubleshooting issues and supporting users in Belfer

Research Building.

. Responsible for migrating users to Belfer Research Building, switching

to new VLAN, connecting devices such as new PC's, laptops, phones and

other peripheral hardware.

. Using Citrix Desktop Director to assign VDI sessions to users

(open/kiosk) & utilizing Active Directory to list them under the

proper OU groups.

. Determine need to escalate issue to Tier 3 or Tier 4 support based on

understanding of the issue or request.

. Conduct customer software and hardware needs analysis and makes

recommendations for purchases and service strategies.

. Responsible for customer satisfaction in relation to response times,

resolution time, and quality of communication.

. Assist users with mobile device connectivity and setup, including

iPhones, iPads, and Android devices.

. Connect all non-standard devices such as Apple TVs, Motorola Radio

Repeaters, AV equipment, lab equipment to the network.

. Troubleshoot and resolve hardware, software and connectivity problems,

including user access and component configuration, general support of

complex systems.

. Install, configure and upgrade printers.

. Support of Windows and MAC OS application services.

. Administer Windows servers for distributing software, deployments and

system configurations.

. Provide Windows training to faculty, staff and/or students in a formal

classroom environment and develops training material and curriculum.

. Assist with continued development of Virtual Desktop Infrastructure.

. Develop and maintain current documentation and online help files

ensuring compliance with College and department policies and

procedures regarding network/computing acquisition in the ITS

Knowledge Base and ServiceNow.

The Legal Aid Society - New York, NY September

2013 - December 2013

Desktop Support Specialist

. Responds to issues in a timely and effective manner.

. Setup video Teleconferences for trainings using Polycomm equipment.

. Configure, install and Troubleshoot MS Outlook 2003/2007, including

creating personal storage folders, archives and creating calendars.

. Prepared workstation for new hires using Norton Ghost to reimage

drives and

performing quality insurance checks on computers before assigning to

end-users.

. Assists users with various technical devices such as software,

videoconferencing, printers, phones, projectors and other tech-related

equipment.

. Properly document support tasks and ticket resolution efforts in the

call tracking system upon completion.

. Participate and contribute in special and team projects as required,

such as office relocations, technical refreshes, space build-outs and

other IT-related rollouts.

Weight Watchers International - New York, NY

July 2012 - January 2013

Helpdesk IT Analyst

. Act as initial point of contact for end-users seeking

support/assistance from the Helpdesk.

. Monitor ticket progress to ensure all end-user requests are completed

in a timely fashion.

. Assign Helpdesk tickets to technicians based on the type and urgency

of the problem.

. Performed password resets on Microsoft Outlook emails for Weight

Watcher clients.

. Performed security password resets for in house and remote accounts

using Active Directory.

. Analyzed reports using functional knowledge and query tool expertise

to determine source of issue and provide corrective solutions.

Best Buy - New York, NY November

2009 - May 2012

Geek Squad Computer Technician

. Recommended various solutions to customers based on their needs,

including: desktops, laptops, printers, Geek Squad computing services,

and product service plans.

. Perform basic testing to determine product needs and service

solutions.

. Upgraded and repaired software and hardware on customer's PCs and

laptops.

. Can install / troubleshoot all computer-related devices (video, sound,

modem, printer, scanner, camera, memory modules, and CPU).

. Developed problem-solving and trouble-shooting skills in repairing a

large volume of computers with problems ranging from bad motherboards

to severe viral infections.

Education:

Monroe College: Information Technology 2011 - 2013

. Phone & Online Support

. Software Installs

. Hardware Configurations

. Offshore Team Collaboration

Contact this candidate