Technical Support Specialist
Resume:
Ralph Juergensen
Flemington, NJ 08822 ********@*****.***
PROFILE
IT Specialist/Analyst with a well-rounded set of technical skills. Very customer-focused with strong interpersonal and communication skills. Specialize in Windows operating system, network support and desktop security.
EXPERIENCE
MSG Global Solutions Inc. Apr.2011- Present
Support the MSG Internal and External Client with all of their IT needs (New Employee onboarding, Laptops, Cell Phones etc.)
Manage the day to day IT support tickets
Do yearly Budgeting for IT
Manage Contract and Bills for the MSG group (Cell Phone Vendors Verizon,T-Mobile, ISP, Land Lines)
Troubleshooting day to day, IT issues and assist Germany, Singapore and the Philippines helpdesk to resolve matters in a timely manner.
Speak to Germany almost daily in German on topics that need resolution
Lenox Corp. Bristol Pa. Jan. 2008- Apr.2011
Server Support Analyst, dealing with everyday network and email troubleshooting.
Server builds Terminal Server configurations.
Working with Active Directory and Group Policy and MS Exchange 2003.
Presently working on Domain Consolidation project of 2 domains. Nagios Network Monitoring tool installation.
Presently setting up a new infrastructure from a physical server environment to a virtual environment using VMWare, Netapp, and Symantec Evault also Kronos Workforce Timekeeper.
Lenox China, a Division of Department 56, Lawrenceville, NJ July 2005-Jan.2008
Desktop Support Manager
Manage support organization (staff of six) for 1,200-user environment distributed of five
Multi-state sites.
Responsible for establishing, implementing and keeping current policies for the desktop environment, including timing of security updates, engineering of desktop images, virus
Protection and general patching processes.
Managed project for hardware (desktop, printer and fax) standardization and
Consolidation and desktop standardization (Windows 2003 and Office 2003).
Work with acquiring IT organization to move Department 56 to Lenox POS environment, includes pricing and inventory systems. Worked on Datavantage image to streamline the Lenox image process.
Assisting on retail implementation project to put Department 56 stores to the Lenox registers, pricing, and inventory structure via Store 21 application from Datavantage.
Senior Support Analyst January 2000-July 2005
Lead technician for Level 2 technical problems
Managed support tickets received and organized support personnel to address emergency (i.e. network and/or system down time). Assigned technicians and monitored overall team performance and customer focus. Ensured documentation of resolution in
Help Desk support tool.
Hired, trained and mentored new first level helpdesk associates on the company standards/practices for first level support of server and LAN problems.
Responsible for the evaluation, testing and final selection of desktop security and protections (e.g. Trend Micro virus scanner) for the organization. Responsible for
Coordinating design and implementation of tools with other IT organizations.
Prototyped new software and hardware configurations.
Strong knowledge of change control and IT hardware and software procurement process.
Managed IT projects including desktop refresh, desktop security, software deployment and desktop integration testing.
Implemented two modules of software management package, ECM by Configuresoft, to
Aid in the company’s overall security.
Performed the rollout of new PCs to the call center, including testing the new web-based call center software for compatibility with the standard Windows 2000 configuration, all
Existing hardware and the standard suite of software in use at the company.
Lead the project to migrate all users to Windows 2000. Target deployment date
was met.
Managed other non-desktop IT projects critical to the organization
Implemented Kronos time clocks on the corporate network, including hardware and software. Kronos clocks allow hourly employees to track the time spent on various tasks.
WeConnectU, Flemington, NJ December 2002-2012
Principal
WeConnectU services the small business and consumer in home computing environment
Provide customers analysis of their existing computing environment.
Recommend and implement upgrades to hardware or software as needed.
Provide personalized training.
Design and install wireless networks with required associated hardware, software and
Security.
Design backup strategies to insure data protection
Recent Small Business Clients:
DeltaSoft, Inc.
Developed and implemented a network-based DLT backup scheme for the firm’s development and production systems. Designed and installed network cable, DSL and phone connections throughout the office.
SouthJersey Surgical Center
Designed and installed local network and wireless network, including servers, workstations and printers. Installed Biometric (fingerprint) scanner for security purposes.
AWARDS
Lenox – Employee of the Month (March 2002). Given in recognition of the superior support given to all customers.
Lenox – Outstanding Achievement Award. Given in recognition of “above and beyond” support -- providing the only technical IS support during a weekend of management meetings.
EDUCATION
University of Phoenix 1 Year
Enrolled in Bachelor of Business Management Program
Chubb Institute 1997-1999
Course material included Windows 95 and 98, Microsoft Office, Windows NT 4.0, Administration and Novell Netware Administration.
Devry Technical 1984
Electronic Technician Program
COMPUTER SKILLS
Software:
Windows 7,10 Windows 95, 98, NT, ME, 2000, Server 2003, XP; Microsoft Office; Norton Ghost; Outlook; Microsoft Exchange; Lotus Notes 4.6; Norton Antivirus; Trend Micro/PC-Cillin antivirus software; ECM; Crystal Reports; Citrix ICA; Windows Active Directory; TCP/IP, VMWARE, Symantec Vault, IBM Director, Terminal Services, Lenox Proprietary program; The Edge.
Hardware:
Knowledge of all desktop hardware components including the purchase, installation and troubleshooting of memory, hard drives, CD drives, printers, network cards and other peripherals. Experienced in configuration and installation of Linksys and Netgear wireless routers.
OTHER SKILLS
Fluent in German
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