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Technical Support Manager

Quincy, Massachusetts, United States
May 19, 2017

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** * ******* ******, ******, MA 02170

(617) ***-****


A career minded IT Senior Technical Support Professional with over 16 years of experience including installation/configuration, operation, maintenance of systems, hardware and software relate issues. Performed extensive system admin functions including configuring, upgrading and managing servers. Highly proficient in Windows and macOS software applications. Led projects to upgrade software, hardware and resolved issues while closely working with the CIO and IT Directors and Vendors. Strengths include outstanding customer service, complex problem solving, analytical thinking, troubleshooting, excellent communication and request fulfillment.


Microsoft Windows 2003/2008/2012 Server

Cisco Unity/Call Manager 5.5/Cisco IP Phones

Microsoft Windows 10/8/7/VISTA/XP/macOS, iOS

Exchange 5.5/2000. Active Directory

WebEx/Cisco Jabber, GoToMeeting Web Conferencing

iPhone/Android/RIM Blackberry support

RSA SecurID, VPN (Anyconnect), Team Viewer 10

Kaspersky Security Center 10, Symantec Anti-Virus

Microsoft Office 2013/2010/2007

Hubs, Switches, Routers, Firewalls, Network Printers

Pages, Keynotes, Numbers

Manage Engine Service Desk, Symantec Ghost





Desktop Support Specialist / System Administrator

Assessed infrastructure technology requirements and determined feasibility and usefulness of specific Hardware and software configurations and developed a plan to upgrade the IT infrastructure including laptops/desktops from Windows XP to Windows 7.

Provided user and server level technical support to all Windows OS users and macOS users.

Administered Active Directory Management including managing and creating user accounts / groups, configuring user properties, adding roles, granting special permissions to both domestic and worldwide users.

Performed on boarding and off boarding user accounts according to IT Standard SOP and SLA.

Created Corporate Email, Groups (using BetterCloud), and Google apps (using Admin Console).

Implemented VOIP phone configuration in Call Manager server and maintained phone system.

Performed file server management such as drive permission, supported disaster recovery plans, back up data (Symantec Backup Exec), sent backup tapes to off-site, created log and monitor back up performance.

Actively planned, deployed and managed Kaspersky Endpoint-10 server including creating standalone installation packages based on country location, policies, encryption and tasks. Monitored user computers to ensure proper antiviral protection and up to date.

Created standard images by laptop model using Symantec Ghost Imaging System and re-imaged computers.

Provided technical support for Microsoft Office Suite products, Serenic Navigator, and Jet Reports including, troubleshooting, installations, configuration and archived emails based on established policies.

Assisted with the daily operation of the LAN through monitoring and troubleshooting current infrastructure including Wi-Fi and data services.

Supported mobile devices with email, Wi-Fi, cisco jabber, VPN and resolved mobile connection problem.

Provided technical service support for 2500+ users and ensure proper maintenance of workstations, printers, and peripherals.

Responded to user service requests and expediently resolve trouble tickets by followed SLA and SOP assuring the completion of all tickets with service quality using Manage Engine Helpdesk System.

Actively responded to user service requests and expediently resolve trouble tickets by followed SLA and SOP assuring the completion of all tickets with service quality using Manage Engine Helpdesk System. Documented the solutions.

Supported disaster recovery plans, performing regular backups and creating Ghost images of workstations prior to upgrades.

Integrated Windows 7 on laptops/desktop actively worked to resolve the bugs and managed the upgrades to ensure successful operation.

Assisted Manager with creating standard operating procedures and policies by which the team operates, ensuring conformance with project goals and utilizing the IT unit’s system to meet specific client goals.

Created, modified and maintained all IT document, problem resolution and user manual up to date.

Provided Network Infrastructure Installation and Maintenance such as Cabling, TCP/IP client configuration and printing. Resolved user’s connectivity issues such as VPN, Meraki Wi-Fi, Cisco Jabber, remote access.

Maintained IT asset management and kept inventory system up-to-date.

Anticipated and performed migration from MS outlook email to Google email, Google apps, and Google drive.

Configured and monitored employee data synchronization using Good Sync program and Google drive synchronization. Trained users how to synchronize data using synchronization process.

Diagnosed network port issues and resolved the issues actively and installed base of AV equipment in boardroom and conference rooms. Planed and managed installation in public auditoriums and conference rooms including smartboards, projectors, webEx, Cisco Unified Communication. PA Systems, video cameras, audio recorders. Maintained conference room equipment functionality and video conferencing systems. Trained and supported user’s meetings using Cisco video conferencing systems and WebEx online meeting.

As an assistant project manage, actively worked with project manager and system admins for IT projects to design, implement, maintain networks and microcomputer systems.

Provided Orientation and training to employees for IT systems, network drives, software such as Microsoft Office 2010/2013, email, scheduling, VPN, Cisco Jabber, WebEx, printing, scanning, and videoconferencing,

Provided coordination of the procurement process for IT hardware, software, and equipment. Verified receipt of purchased items, recording new equipment in to inventory database. Disposed of old IT equipment.

ABT ASSOCIATES, INC., Cambridge, MA 2004 – 2009

Telecommunication/Technical Support Specialist

Provided technical support to employees and telecommuter on various hardware/software issues, installed, configured, and troubleshooting to desktops, laptops, printers, scanners, peripherals, network and software.

Conducted technical troubleshooting/testing to identify roof cause of problem.

Efficiently managing and monitoring remote sites by using Cisco-VPN Clients and Microsoft Desktop.

Built new computer systems for staff, using Norton Ghost image and Altiris processes.

Participated in IT Service Management (ITSM) teams. Defined, formalized, and improved IT request fulfillment procedures. Created a consolidated new organization IT service desk.

Managed Remedy Service desk system to organize and complete nearly 100 tickets a month.

Served as key contributor to implementation and roll-out of Cisco VOIP phone system. Managed, set up, and maintained phone inventory, maintained toll-free numbers for projects, set up teleconferencing, and maintained calling cards. Improved communications infrastructure for users globally.

Performed as Administrator for PBX, VOIP, Cisco Unified Call Manager and Unity; including phones, voicemail, conference calling, e-faxing, and paging systems within assigned domestic sites.

Provided necessary and efficient support to on-site personnel, including installations, configurations, troubleshooting, analyzing and repairs of all computer systems.

Managed inventory control and tracking of hardware and software components; ordering installations, configurations, troubleshooting, analyzing and repaired of all computer systems.

Proactively identified defects with Windows 7 and Windows XP desktops/ laptops and implemented successful resolution.

Developed and executed procedures in order to recover lost data that occurred due to hard drive failures.

Maintained and technical support for Conference A/V and Tandberg videoconferencing systems for domestic conference rooms. Facilitated and increased customer satisfaction.

Installed, configured and troubleshoot end users Mail Clients using Microsoft Outlook 2007.

Communicated with Clients to identify their individual needs; recommended appropriate hardware and/or software to meet user requirements.


IT Services Support & Exchange Server Support

Designed, configured, and supported Windows NT, Windows 2000, and Windows 2003 in a network system.

Installed and configured a new server to enhance company productivity.

Installed, configured, and supported Microsoft Exchange Server. Added and removed mailboxes. Resolved email issues and other problems in a timely manner, minimizing user downtime.

BOSTON UNIVERSITY (Corporate Education Center), Braintree, MA 2001 – 2002

Computer System Specialist

Provided Technical support to staff, professors and students at the Corporate Education Center

Configured and installed course-specific software according to setup guides.

Performed Imaging of student systems using Symantec Ghost server.

Repaired and upgraded hardware/software to ensure the training operation continued smoothly.

Maintained regular security audits, analysis, and reconfiguration of systems.

Administered Maintenance of networks, servers, and computer labs to ensure connectivity.


New Horizons Training Center

Certificate: Installing and Configuring Windows 7 (70-680)

Global Knowledge Training Center

Certificate: Interconnecting Cisco Network Devices 1&2

Global Knowledge Training Center

Certificate: MS Windows2003 MCSE Upgrade

Global Knowledge Training Center

Certificate: CMBA Call Manager Basic Administration v 4.1

Pink Elephant, IT Management Training

Training: ITIL v.3 Foundation

Boston University, Computer Programs

Certificate: MCSE Administration and PC Service Support

Wentworth Institute of Technology

Certificate, Computer Programming

Rangoon Science and Art University, Yangon, Myanmar

Bachelor of Science (B.Sc.), Chemistry

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