Customer Service Engineer

Experience

INTERPUBLIC GROUP OF COMPANIES Dec *007 to Dec 2009

Field Support Operating Supervisor / Media Brands

. Supervised two Level II and one Level III technicians.

. Direct Executive support to 12 Executives and their Assistants which

included the CEO and CFO

. Translate business needs into technical requirements for Senior

Management, end users and project management.

. Windows XP, Vista and Windows 7 for all users along with application

support and roll outs.

. Maintained conference room's network and audio visual equipment (6

conference rooms)

. Provided support for Executives and other employees on Crestron AV

equipment, video conferencing, audio conferencing and WebEx, sharing

files and running Power Point presentations with sound and videos.

. Used Polycom video conferencing equipment to make national and

international video conferencing calls, allowing the company's

Executives to communicate with other offices around the world and cut

cost on travel.

. Provided support and troubleshooting expertise for clients using

mobile devices such as Blackberry, Iphones, HTC phones, blackjacks,

Palm Treo and all Windows Mobiles devices.

. Support for all media devices such as DVD, VCR, Blueray, Projectors

and all audio systems

. Setup and programmed Avaya phones for clients throughout the company,

from moves which included taking phones off the network and restoring

after the move is completed.

. Worked with Management on getting the company SOX compliant and ready

for audits

IPG Senior Technology Analyst / Initiative Media / Universal Mc Cann

(subsidiary of Media Brands)

Aug 2005 to

Dec 2009

. Supported over 500 users at Initiative and 350 users at Universal Mc

Cann on various operating system including Windows XP, 2000, Vista and

Windows 7.

. Assistant to the regional manager on several roll outs including

Windows 2000 to Windows XP, Office 2003 to Office 2007, IE 6 to IE 8

and many others.

. Use Remedy for ticket updating and tracking

. Supported a wide variety of advertising applications including

Donovan, Media Tool,

. Created and deployed images for workstations using Ghost.

. Assisted in OS and mail migration, company wide upgrade from NT to

2003

. Assisted different departments with sales pitch at different locations

within and outside the NY area.

. Assisted with roll out and set up of the companies new agency (IPG

Media), participation consisted of workstation builds, IP phone setup,

user roll out with all applications, moves, Executive system setup for

the CEO, CFO, HR Director and their assistances.

. Assisted with new IP phone roll out (over 300 phones), which included

layout, and phone programming.

. Create documentation on installations and new software procedures.

. Provide direct support for the CEO, VPs and directors within 5

agencies.

. Test of all wireless access points installed within the company.

. Ensured daily backups and restores for users when needed.

. Installed Cisco switches after system crash and upgrade.

. Active Directory administration.

. Cisco VPN support for all users

TD Waterhouse Securities Dec. 2000 to Aug 2005

Senior Desktop Engineer

. Supported over 800 users in companies call center and technology

department.

. Supported a wide variety of financial application - ADP Order Entry

(Reflection), Power Partner, Routers Thompson One, either remotely or

at user's location.

. Created and deployed images for workstations using Ghost.

. Assisted System Engineering groups with anti-virus investigations and

anti-virus update deployments

. Participated in a corporate wide rollout of the Windows XP operating

system - tested compatibility with applications.

. Worked with Disaster Recovery team doing planning and testing of all

Disaster Recovery site desktops and ensuring that all application

remain functional at all times.

. Worked with Engineering and IS Security in the planning, testing, and

deployment of broadband solutions for our telecommuting associates -

ensure that the users were able to perform their job functions while

protecting corporate systems from intrusion, spy ware, and viruses.

. Worked on numerous company projects to improve the customer service of

the support group.

. Created a Desktop Support web-site to help team-members get a better

knowledge-base and assist in better application installs for faster

customer service.

LAN Administrator:

. Monitored and supported backups of company's domain.

. Participated and supervised associate/department relocations.

. Supported the Capital Markets trading. Deployed and imaged new

hardware, configured and tested trading applications

. Assisted telecom department with phone roll out which involved

programming Avaya phones and running CAT5 & CAT6 cable and connecting

RJ45 connections.

Urban Box Office (UBO) May 2000 to Nov 2000

System Support Analyst:

. Supported over 400 Windows 2000 users - supported a wide verity of

applications which included, MS Office 2000, MS Outlook 2000, and some

audio / video, graphic design, also gave support for some MAC

workstations

. Supported an e-mail migration from an outsourced provider using

Exchange Server 5.5 to an in-house Enterprise Exchange 2000 server,

imported and exported PST's and resolved e-mail problems.

. Assisted in a company re-location, entailing: workstation break-down,

rebuilds (PC and Macs) and ensuring connectivity at the new site for

the next business day.

. Administered network and exchange accounts using Active

Directory.

. Created and monitored print queues.

. Configured and rebuilt Windows 2000 workstations and laptops

from network installed images, placing them on the UBO domain.

. Rebuilt Mac workstations and installed applications.

Newport Media Oct 1999 to May 2000

PC Technician (consulting):

. Assisted Network Administrator in completing the roll out of (40) NT

4.0 Workstations.

. Integrated newly rebuilt Windows 2000 units into the corporate

network.

. Maintained a corporate inventory database comprising of: machine

name, type, serial number, all their components, and users ID.

. Trained users at 3 remote and 1 Local sites, regarding new

environment, MS Office and the Internet spanning a period of one

month.

Computer Associates Dec, 1997 To July, 1999

Technical Relationship Manager:

. Coordinated Global Technical Development Services acting as the

liaison between clients and the company's Tech Support team.

. Monitored Trouble calls and intercepted pending problems before it

escalated to the next level.

. Visited client sites if needed to resolve client issues.

System Engineer:

. Demonstrated Computer Associate's product line after a promotion Nov.

1998 in a prost -sales capacity

Helpdesk:

. Troubleshot logon, email, MS Excel, Word and Outlook problems.

. Assisted in file downloads issues,

. Installed and configured new units.

Education

IPG

Project Managment

New Horizons Computer Learning Center Aug. 1998 to 2000

Microsoft Certified System Engineer plus Internet,

Superior Career Institute

GED, Basic computer skills

Skills

Proficient in: Office 2007, 97 / 2000, Windows XP, Vista, Windows 7,

Internet Explorer and other web browsers, VNC, Cisco VPN, Remedy, Active

Directory, Windows Server 2003, Dell and HP workstations and laptops,

Symantec Ghost and a wide variety of mobile devices including Blackberry,

IPhones and HTC phones.

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