Customer Service Software

Joseph Tulick ***--***-**** ******.******@*****.***

Desk Side Support Analyst / System Administrator

Technical Troubleshooting / Project Team Member / Training / Customer

Service

. Certified IT professional offering years of hand-on experience resolving

wide variety of hardware and software issues including upgrades,

technical troubleshooting, and virus removal.

. Experience providing PC support in an Enterprise (1000+ users) with

Windows XP in Ethernet environment, MS Office, Outlook/GroupWise email

using Remedy and Peregrine Service Center ticket software.

. Earned solid reputation for root cause analysis, resolving complex

issues, ensuring continuity of services, and delivering exceptional

customer service.

. Praised for technical expertise and ability to work effectively in a team

environment ensuring all projects run smoothly and efficiently to meet or

exceed specifications.

. Enthusiastic contributor with a collaborative spirit and a passion for

seeing a quality job through to fruition.

. Demonstrated ability to coach, train and mentor co-workers, and end-users

on technical problem resolution.

. Personal strengths include excellent work ethic, broad-based knowledge,

persistence, and organization.

TECHNICAL SKILLS

Certifications: MCSE, MCSA, MCP, CompTIA Network+

Software/Utilities: MS OS 9x, 2K, XP, Vista; Outlook; Office Suite; IE 3-7;

HP UNIX 9-11; Lotus Notes 5/6 e-mail; Remedy & Peregrine Service Center

ticket software; various VPN Clients; various Security Token technologies

Hardware: HP H70/K260/K570 mainframes; various brand servers, desktops,

laptops, printers, scanners

PROFESSIONAL EXPERIENCE

Quail Hill Professional Park Galloway, NJ

7/09 - Present Independent Consultant

- Providing exceptional level of IT support and customer service

(desktop, laptop, server & office network).

Nfrastructure Technologies (IBM Global/NYS ) Clifton Park, NY

8/08- 4/09

Strategic IT service provider to manage and operate information technology

systems

Desk Side Support Analyst

- Consultant on private DOT network project to multiple field

construction sites and 1600 users.

- Plan, implement and support technical projects related to system

infrastructure, security, management, maintenance, and day-to-day

operations and administration.

- Sustain positive rapport with diverse user base by performing technical

troubleshooting and supporting all Microsoft products & related

software as well as other various types of software.

Pomeroy Staffing Solutions (IBM Global/AT&T) Paramus, NJ

3/08-5/08

Strategic IT outsource service provider to manage and operate information

technology systems

Desk Side Support

- Highly regarded for providing desk side team support for 1800 call

center, engineers & administrative staff (local & remote).

- Plan, implement and support technical projects related to system

infrastructure, security, management, maintenance, and day-to-day

operations and administration.

- Sustain positive rapport with diverse user base by performing technical

troubleshooting and supporting all Microsoft products & related

software as well as other various types of software

Joseph Tulick - Page 2

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CDI Corporation IT Solutions (IBM Global/Johnson & Johnson Pharm)

Raritan, NJ 1/06-2/08

Leader in monoclonal antibody technology and acute vascular care and

immunology products

Desk Side Support

- Highly regarded for single-handedly providing desk side support for 125

pharmaceutical scientists and administrative staff.

- Plan, implement and support technical projects related to system

infrastructure, security, management, maintenance, and day-to-day

operations and administration.

- Sustain positive rapport with diverse user base by performing technical

troubleshooting and supporting all Microsoft products and related

software.

RCM Technologies (C3i) Parsippany, NJ

9/05-11/05

Service provider for Customer Management integration and ongoing support

solutions

Helpdesk Analyst

- Demonstrated ability to assist, analyze, and resolve hardware,

software, and data management issues for field service reps to ensure

maximum productivity.

- Excellent training and communications skills. Able to take

intimidating, highly technical, and complex information and translate

it into easily understood instructions that empower users.

- Goal-oriented, systematic planner with a big-picture perspective.

Non-IT Positions NY-NJ

10/04-9/05

Customer Service

- Customer Service Representative in a Non-IT environment.

CDI Corporation IT Solutions (CSC) ( Rensselaer, NY

6/04-9/04

Global provider of front-end consulting, planning, systems integration, and

outsourcing

Desktop Engineer

- Troubleshoot operations, processes, software compliance, asset

tracking, and technical issues for over 1,000 users working on major

Medicaid and Medicare Part D project.

- Known as analytical thinker with exceptional problem-solving skills.

Eastern Heating and Cooling (Division of Comfort Systems) ( Albany, NY

6/03-6/04

Provides HVAC design, installation, and maintenance service throughout

Upstate New York, Western Massachusetts, and Southern Vermont

Security Consultant

- Overhauled security software on 100 regional office desktops/laptops by

upgrading to corporate edition of Symantec AV 8, upgraded server to AV

8, performed software maintenance.

- Provided exceptional levels of customer service by performing

desktop/laptop triage and support.

Cap Gemini ( Freehold, NJ

6/98-12/02

Global provider of consulting, technology, and outsourcing services

Systems Administrator

- Honored for intercepting the Melissa (ILOVEYOU) virus before it gained

entry into the corporate financial office and raising the alarm to

both local and U.S. offices saving thousands of dollars, and untold

labor hours

- Praised for spending several Christmas days at the office to oversee

repair of air environment system in server room preventing several

hundred thousand dollars in damage to major data servers

EDUCATION

Internetwork Engineering Diploma Program

PC AGE Career Institute, Edison ? Newark, NJ

BS, Western Carolina University ? Cullowhee, NC

Contact this candidate