Senior Technical support specialist

LAWRENCE HO

**-** ***** ******, ********, NY ****8 929-***-**** H: 718-***-****

**********@*****.***

OBJECTIVE

To gain a role as a manager with an institution in order to add my years of experience and strong educational / technical background to a team that provides support, communication, and assistance to individuals with high personal needs.

PROFESSIONAL EXPERIENCE

Albert Einstein College of Medicine of Yeshiva University, Bronx, NY 1996-2017

Senior IT Technical Support Specialist

Provided Tier 1 technical support by troubleshooting National Board Medical Exams (NBME) and ExamSoft Exam user issues and interfaced with software vendors addressing outstanding issues. Provided Tier 2 technical support for Canvas online course materials management system.

Responsible for installing, maintaining and supporting the BLine simulation system for capturing audio/video training sessions for the University’s Clinical Skills center.

Resolved issues reported for using Smart classrooms, Crestron Digital Media, Crestron Air Media and Extron control systems. Worked with vendors upgrading/repairing multimedia systems and signal/control flow troubleshooting.

Held orientation classes on OS X for new users. Installed, upgraded, configured, and maintained server and workstation operating systems in support of client requirements. Monitored systems to achieve optimum performance levels.

Maintained and managed print management systems (OCS and Pharoh), both servers and clients’ support.

Ensured that all onsite audio visual equipment was fully functional and operating in the most efficient manner for classrooms and auditoriums.

Provided advice, guidance and education regarding equipment capabilities, limitations and requirements to Conference Services teammates and event contacts.

Setup and supported Video conference (PolyCOM) equipment in conference rooms. Supported AdobeConnect to both mobile and in-house users.

Provided assistance to faculty members in both the Medical and School of Psychology with IT issues including but not limited to Desktop/Laptop Operating Systems (XP, 7), Microsoft Office applications, VPN issues, SharePoint Intranet portal, IT Dept Wireless Network Issues, Internet connectivity, Viruses, Outlook, Third-Party Applications, Printers, Active Directory (Add/Modify Users) and Backups.

Managed and Coached Junior Technicians in all aspects.

Ensuring all technical and support issues are addressed within the established SLA’s.

Performed hands-on fixes at the desktop level, including installing and upgrading software, hardware, implemented file backups, and configured systems and application, imaging.

Prioritized and scheduled tasks to achieve deliverables within set schedules.

Prepared the yearly IT purchase budget forecast for all related software and hardware and created bill of materials for various projects.

Bear Stearns, New York, NY 1995-1996

IT Systems Administrator

Monitored and maintained Netware 4.x servers.

Setup user on networked printers/copiers.

Keep records of assets and hardware both deployed and in stored inventory.

Administered Novell GroupWise 6x/5x, including conducting patches, upgrades and diagnostics.

Proposed and implemented ideas to better structure help desk workflow.

MANAGEMENT SKILLS

Experienced hands-on IT supervisor (1997-2007).

Managerial skills of capital and operating budgets, staff management, vendor management for product purchasing, software and hardware warranty, and technical support contracts.

Excellent communication skills with all levels of staff.

Problem solving skills in lateral thinking and logical reasoning.

COMPUTER SKILLS

Experience with management systems (BMC Remedy and Track-it)

BLine Clinical Skill and SimCapture(LMS), CardioSim systems, Examsoft, NBME exam ware, Panopto lecture capture system, Mediasite clients and server systems, Smart Meeting pro and Brigit.

Experience in the following hardware and operating systems:

Windows Dell/ HP Servers (Windows 2003 to 2008) and desktops (OS 95 to Windows 10 ), Apple Mac Servers and desktops (OS 7 to X)

Experience with Server/Network Programs

Novell Groupwise, Microsoft Exchange, Apache Tomcat, Symantec Backup Exec, Symantec AntiVirus, Citrix XenApp, Netscreen Firewall, Blue Coat Internet Content and Anti-virus Filtering, Anti-Spam, Novell DNS/DHCP, IIS, Novell Console One, Kronos, Citrix, Microsoft Active Directory and Group Policy.

EDUCATION

Electrical Engineering

City College Of New York 1989-1993

Certified Novell Engineer

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