IT SUPPORT ANALYST
Resume:
Richard Kolnhofer
Franklin Park, NJ 08823
*******.*********@*****.***
IT SUPPORT ANALYST
SKILL SET Excellent Customer Service, Phone Support, Troubleshooting, Conflict Diagnostics, HEAT LANrev, SysAid, Remedy Salesforce, Absolute Manage and Absolute MDM, Mobile Iron MDM, MS Office 2010 to 2016 and 365/SharePoint, Skype, LogMeIn, RSA, Windows (XP, 7, 8, 10), Windows Server, Dell, Apple, Lenovo, Mac, Chromebook, Tablet devices, IOS and Android mobile phones.
Email Migration, System Imaging, Ghost, Acronis, Smartphone and ShoreTel VoIP Phone Support and Management, Virus and Malware Remediation, Hardware and Software Support, RDP, Cisco VPN, Absolute Manage, Active Directory, Group Policy, Documentation, Help Desk Ticketing System, Vendor Interaction, RPO's, Quotes, Purchasing, Inventory, Decryption, Encryption, Preservation, Follow Through, Special Projects.
Audio/Visual Support to include:
Crestron, BlueJeans, Zoom, WebEx, GoToMeeting, AirMedia, Vaddio, Polycom, and Projectors, Presentations, Town Halls, Lunch and Learns, Webcast’s, Recording, Production and Camera Control.
EXPERIENCE
March 2017 - Helpdesk/Videoconferencing Administrator Contractor, Amicus Therapeutics, Cranbury, NJ
March 2018
Responsible to provide support to the daily operation of the IT Help Desk with a specialization and focus in the administration, support, and end user training for the Amicus suite of videoconferencing and communication services on premises and remotely.
Manages all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of the help desk and videoconferencing functions.
March 2016 - IT Support Analyst Contractor, Opthotech, Princeton, NJ
January 2017
Responsible to provide Level 2/3 support, maintain multiple high-tech A/V conference rooms,
all hardware/software deployment and support to include: desktops, laptops, mac books, tablets, mobile phones, Shoretel VoIP phones, networked printers, scanners, and peripherals.
Other duties are as follows; account and device management through AD, GP, Absolute Manage and MDM, Office 365, HEAT LANrev, LogMeIn, building system images, patch ports on the network switch for network and phone connectivity, vendor interaction, and new hire IT overview orientation.
September 2015 - eDiscovery Analyst Contractor, Merck, Rahway, NJ
March 2016
Responsible for the collection, preservation, inventory, encryption, and decryption of data from various sources of electronic data to include: hard drives, system images, database images, usb drives, emails, and voicemails for the legal department.
November 2012 - Desktop Support/Tech Support Specialist Contractor, Self, Central New Jersey
September 2015
Break/Fix support, virus and malware remediation, imaging and deployment services for small businesses and individual clients.
April 2004 - System Administrator/Desktop Support, Rutgers, State University of NJ, Piscataway, NJ
November 2012
Responsible to provide user support services via the helpdesk ticketing system, and for the day to day maintenance, application installation, conflict diagnostics, network configuration, and policy settings for between 100 to 150 desktop and laptop workstations in an application development environment, by phone, in person, or remotely through Cisco VPN.
The position includes similar duties on all peripherals including both network and locally attached printers, scanners and task specific devices. Other responsibilities include maintaining Group Policy in Active Directory as it applies to workstations and printers, insuring that operating systems and user applications are at current patch levels, virus and malware remediation, system imaging, documenting hardware and software inventories, dealing with vendors, obtaining quotes and RPOs for new hardware/software. Additionally, responsible for the use and maintenance of the ID Compass access card system, that acts as the secure entry mechanism for all areas of the computing installation.
February 1995- Data Control Coordinator, Rutgers, State University of NJ, Piscataway, NJ
April 2004
Responsible for daily JCL setup and manipulation of all production applications in accordance with documentation, production scheduling, building and maintaining applications, analysis, diagnosis and resolution of production batch problems in the mainframe environment. Maintain essential files and records as well as problem reporting on a daily basis. Trained Operations personnel to perform Data Control functions; prepare departmental spreadsheets, monthly reports and procedures. Responsible for the quality control and distribution of hardcopy mainframe output printed on high speed Xerox printers. I played a key role in the rollout of a new OS on over 100 workstations as a precursor to moving into a new position. I have been noted for efficiently and effectively completing specially assigned projects due to my knowledge of personal computers even while working with the mainframe team.
EDUCATION
Introduction to Networking, Metropolitan Institute of Network Technologies, Jersey City, NJ
Pharmacy Technician Training, Pharmacy Technician Group, Inc., Brookdale Community
College, Lincroft, NJ
Networking Fundamentals, Global Knowledge, New York, NY
Dell Certified
Configuring, Managing and Maintaining Windows Server 2008, Global Knowledge, New York, NY
Introduction to Computer Forensics, Rutgers University
Safeboot Training, Rutgers University
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