Support Customer Service

Charles Rozier

** ******* **

Irvington, NJ *****

Phone: 973-***-****

E-Mail: **************@*****.***

Summary

SUMMARY Nineteen years as a computer professional; including 18 years as an IT professional. Productive self- starter with a strong work ethic consistently achieve goals. Proven experience in network/hardware/operation system troubleshooting, PC assembly, system integration, technical support, scanners, and customer service.

Highlights

Windows server 2003, WinNT 4.0 Server, Novell 3.

Experience

Ashland/ ISP Corp Wayne, NJ

Present -2012 Global Desktop/Helpdesk support for US, Canada, and Europe, Asia.

User support base was about 5600 end users Remote and corporate.

Lotus Notes 8.5 and Outlook 2007 support currently migrated to Notes 8.5.

IT Service Management Tools magic Ticketing and Remedy 7.6 Migrated in September.

Active Directory support, Server Management, Password reset, User Rights, Policy, and Permissions.

Cisco VPN Remote Support, Citrix App Portal, VPN support configuration and installs.

Imaging Tools for all Hardware Builds were ImageX, WinPe and Altiris Rdeploy..

Supported SAP and JBA, Congnos, PowerPlay, Iportal, Config and install.

Supported Lenovo IBM T420, Dell E6400, 620D, Dell 745, Dell Optiplex, Dell 960 desktops.

Install, Setup and supported Outlook Email, BlackBerry, and OWA Duties was to support the Executive and their Administrators for morning shift Supported and setup all internal and external remote WIFI users.

Moving of personal computer equipment to facilitate internal office desk mo.

October 11/2011 to 4/2012

Ralph Lauren Corporation Lyndhurst, NJ

DESKTOP/NETWORK SUPPORT

Provide Global Desktop/Helpdesk support for US, Canada, which included 3000 end users Provided platform support for Windows XP, Window 7, Server 2003, and Server 2008 Active Directory, Server Management , User Rights, Group Policy, and Permissions Install/support MSOffice 2007/2010 Suite end user support Implement setup and configured hardware and software for all Retail equipment including Krono's Time management Repair and support of time clocks and biometric finger readers Worked with IT Service Management Tools Remedy 7.6 and Magic Ticketing Citrix VPN support for remote sales force, Citrix App IPortal.

Imaging tools were ImageX, WinPe, SMCC ,Altiris Rdeploy Build image and configure all HP Proliant Ml350 G5, G6 Servers 2003/2008 Platforms Supported HP 5700rp, 5800rp ,Dell 745, and Optiplex desktops Supported HP Tablet, and iPad builds/application support for Ralph Lauren high end stores Configure all Hypercom L5300, L4150 Debit Terminals, HP receipt Printers, Barcode Scanners.

March 2011

IT SUPPORT MANAGER

Supported 17 sites and central Headquarters.

Active directory, server management ,user rights, Group Policy, Permissions Platform support on all Windows XP, Vista, Window 7, Upgrades, rebuilds, data transfers, Setup and installs.

Duties included a wide support of Dell Notebook, Workstations, HP Vector's, Toshiba Notebooks, and IBM Leveno Setup and install all DSL Routers wireless networks, Motorola RF 7000 Modems troubleshoot hardware problems.

Configuration of all HP Network printers, Scanners, Cannon High Speed copiers Manage all windows 2003 and 2008 Servers, Dell Power edge 2950, Dell MD 3000 SANS, Dell Power Vault Tape Backup, Cisco 100 Series Switches Microsoft Outlook 2007 and Office 07 Clients BlackBerry support on Storms, Curve.

Outlook email install and setup.

Support LAP -R child database systems, Genesis Child database, E- Copy, All network scanners, hp printers.

Irvington Early Childhood, Irvington NJ Providing support for the Office of Irvington Early Childhoo.

Dec 2001 to Jan 2002

Cit Group Inc Livingston, NJ

SYSTEMS ANALYST/DESKTOP SUPPORT

Responsible for support of 7,500 end users on WIN95, 98, Windows XP, WIN2000, Mac support platform Job was to support all international offices who resided on the Cit domain and Regional offices Remedy was the support tool for logging & tracking case problems, Individuals required to mange own mail queue Responsibility was to manage Outlook email request for NT/Email accounts, Shared access and other application Wireless support on MAC Books, PowerBooks G4, hardware up grades, installation.

NT/Exchange 5.5 Admin duties was to create new account setup, Share Permissions, Mailbox access, Create D-list on request Citrix users supports troubleshoot end user connection, If not resolve call transferred to Citrix support group for finial support.

Selected for a windows XP pilot to migrate 50 laptop users from win98 to windows xp Cisco VPN support on all remote users and remote offices, Monitor VPN users and connection and troubleshoot software problems installation and upgrade Internet connection support.

July 2000 to July 2001

Aventis Pharmaceutical Parsippany, NJ

HELPDESK SUPPORT ANALYST

Responsible for support of 4,500 remote sales reps on Windows 98/XP platform Remedy support for logging calls tickets and tracking problems and field support Support a wide range of custom IBM apps, Sap, TPX support and there Tim System for handheld computers Senior lead contact for remote support network printers and in the regional offices in the U.S.

Duties included rebuild, transfers, Drive imagine, from territory to territory, Build all new hires suites Hardware support on Compaq 7400, IBM 600s, PDAs, Payment terminals support for remote sites, Sharp Compact Handheld units Support of all Field reps Outlook email and Clients Microsoft Office and regional offices throughout the USA.

Active directory support user account, change passwords, Unlock accounts and mainframe sap applications Windows XP support on clients home computers that connected to the Aventis network using Shiva Dialup Responsible for initiating the decisions to issue new equipment after diagnostic Internet connectivity su.

June 1999 to June 2000

Coty Inc Morris Plains, NJ

NETWORK SERVER ENGINEER

Global Rollout of Lotus Notes R5 Client Laptops and Desktop computers for 1,000 end user Full Knowledge of Lotus Notes administrative and Notes clients for desktop Infrastructure and Implementation for and Cisco switches, IBM server and Compaq servers throughout company locations Creating logical mapping, Hot swap and drive mirroring, disk array, configuration raid cards Implementation and distributing of WinNT serves and Lotus Domino Server Setup DHCP, TCP/IP and STATIC IP addressing for notes Domino Servers Network cabling for server relocation for fiber optic line and cat5 cabling throughout the building.

Feb 1998 to May 1999

Aventis Pharmaceutical Bridgewater, NJ

Senior Lead Desktop Support Analyst

Responsible for Campus support of 1000 on Windows 98/XP platform Remedy support for logging calls tickets and tracking problems and field support Senior lead contact for remote support network printers and in the regional offices in the U.S.

Duties included rebuild, Drive imagine, Build all new hires suites Hardware support Hardware Toshiba Satellite, Toshiba Treca, Dell Latitudes xps Supported Remote campus Users Outlook email and Clients Microsoft Office and regional offices throughout the USA.

Computer management support user account, Change passwords, Unlock accounts Support NT 40 Server Support computers that connected to the Aventis network using Shiva Dialup Responsible for initiating the decisions to issue new equipment after diagnostic Internet connectivity support clients and proxy server addressing and configuration.

Responsible for Documentation and procedures creation for support.

Education

1996 Novell Training Center Paramus, NJ

Certificate Workstation & Server 4.0, Microsoft Windows NT, Leesburg, VA, 1997

CNA Certified

1995 Micro Tech Training Center East Orange, NJ

NT Workstation & Server 3.51 Certified, Microsoft Certified/MCSE Atlanta, GA, 1995

Certified PC LAN Specialist

Alabama State University ,

Marketing

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