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Software Customer Service

Oyster Bay, NY
September 14, 2018

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SUMMARY Dedicated IT Administrator combining 10 years of related experience. Possess a solid background in daily systems operations, technical support and troubleshooting. Have excellent interpersonal skills, effectively communicating technical information to all levels of staff and management. Thrive in high-pressure situations requiring focused decision-making. Strong knowledge of PC operating systems including Windows XP, 7, 10 and MAC OS X systems. Solid knowledge in networking technology including PC hardware, servers, network maintenance, troubleshooting and upgrades.


OS: Windows 98/NT/XP/7, Microsoft server 2003, 2008, 2012, Linux, Mac OS X, DOS, Mobile OS.

Hardware: PC upgrades, hard drives, memory, mother boards, sound cards, Dell SonicWall Firewall, Dell PowerConnect Switches.

Software: PC upgrades, MS Office 2003, 2007, 2010, 2013, 2016, Office 365, Microsoft Exchange Server 2013, McAfee ePo Anti- virus software, remote support tools, Symantec Ghost, Barracuda Spam Firewall.

Networking: Cisco routers, switches and Cisco IOS, OSI Model, LAN/WAN, WWAN, 802.11a/b/g/n and Bluetooth, TCP/IP, RDP, Wi-Fi, Dell Global SonicWALL VPN, Safe Boot, VMware, Active Directory, IBM MaaS360, Cisco Call Manager, Cisco UCCX, Cisco Unity, Cisco Jabber, Cisco IP Communicator, Cisco Agent Desktop and Cisco Supervisor Desktop.

Server: Server 2003, 2008, 2012 r2, 2016. VMware ESXI 4, 5. VSphere Management Assistant.


Pace Analytical Services, Melville, NY 09/17-1/18

Systems Administrator

Setup up new employees in Novell iManager and GroupWise.

Installed and configured Cisco Meraki WAP’s.

Responded to Helpdesk requests.

Managed data backup system and Tapes.

Monitored network traffic using Cisco ASDM.

Newtek Business Solutions Corp., Lake success, N.Y. 09/15-08/17

IT Administrator

Created new users using Active Directory, password resets and unlocked users accounts.

Created email accounts using Exchange 2013 and setup email distribution groups.

Responded to inquiries and requests for assistance with the organization’s desktop and laptop computers.

Identified issues and coordinating with other departments to resolve problems.

Used advanced knowledge to quickly resolve desktop, laptop and server software and hardware problems for all employees and company applications.

Set up hardware for employees and maintaining network and telecommunications systems.

Set up and configuring new desktops, laptops, printers, servers and installation of networking equipment.

Managed McAfee ePo Server running windows Server 2008.

After hours on-call, on-site support for any hardware, software, or network issues.

Maintain software license compliancy, auditing systems to ensure all installed software is licensed and updated.

Respond to tickets that were submitted to the IT helpdesk which included in house and remote employees.

Manage BYOD Policy using IBM MaaS360 software for corporate email on employee’s personal devices.

Maintain local servers and switches while building and maintaining severs.

Utilize Cisco Systems Call Manager, Cisco Unity, and Cisco UCCX for Voice and call recording throughout the entire company.

Monitored company’s entire IT Infrastructure using SolarWinds on a daily basis.

Maintained company’s server room which included UPS, PDU’s, Dell Switch Stack, Servers and Telecommunications Equipment.

Client: National Grid-SigmaSystems, Hicksville, N.Y.

Desktop Support Technician II 06/15-09/15

Provided complex troubleshooting assistance and ticket resolution for computer users.

Performed and guided customers through the installation of hardware/software and networking components on their personal computer to meet computer needs.

Diagnosed and troubleshot problems with individual or multiple computer systems in order to maintain proper functioning.

Resolved issues of complexity including contacting and assisting vendors.

Performed computer studies and projects relative to area of assignments.

Implemented change in policies and procedures as approved.

Assisted in the design and development of standardized operational management reports in order to identify issues or monitor computers.

Marchon Eyeware-CompuCom, Melville, N.Y.

Desktop Support Technician/Level 2 08/14-10/14

Provided 2nd level IT support to end users.

Installed desktops, Laptops, Cisco VPN Client and mobile telecom applications.

Used Dameware to remote into end users computers to trouble shoot and install software.

Applications tool used were IBM Tivoli and Mobile Iron for mobile devices.

Installed and configured operating systems using SCCM for Lenovo’s T440p laptops for end users.

Documented ticket resolutions in problem management ticketing system.

Utilized excellent communication and customer service skills with end user clients.

Met pre-defined SLAs using Service Now Incident ticketing tracking system.

SAP and its installation.

Creston video conferencing and setup.

Computer Engineering Consulting Inc., Bayville, N.Y. 09/09-08/14

Computer Engineer

Built computer systems to customer specification for private clients, as Field Technician and as Computer Consultant.

Provided PC support to users locally and virtually using Windows XP, 7 and OS X systems

Installed, troubleshot and upgraded PC hardware software and networks

Repaired any software or hardware problems with customers PCs

Performed imaging of desktops and laptops

Removed any spyware, adware or viruses for SOHO

Disk cleanup and install new operating systems on customers computers

Fixed and installed wireless and wired home networks

Client: TD Bank-Procom Services, Melville, N.Y.

IT Analyst Level 3/Administrator 10/13-11/13

Assisted in analyzing and evaluating system malfunctions and takes appropriate action as directed.

Involved in the installation and rollout of new software packages and upgrades.

Installed and configure desktops, laptops, software, and peripheral devices.

Participated in the testing and evaluation of new desktop hardware and software.

Responded to issues escalated by Tier 1 support via a ticket tracking system.

Kept all information in ticket tracking system up to date.

Documented solutions to problems.

Knowledge of Lenovo computer system’s including Lenovo T440p Laptops and M90 Desktops.

Client: Motorola Mobile Computing Division (MCD), Holtsville, N.Y. 11/12-12/12

Test Technician/IT Tech-End

Responsible for product testing on Windows mobile devices using in house software.

Specialized in WWAN and WLAN technologies for product testing.

Tested BETA devices to report product issues to be fixed in later releases.

Suggested software and hardware enhancements on pre-production products.

Specialized in WWAN testing on certain products to determine if they operate within design specifications.

Tested and validated prototype products which include the MC40NO and RS507 Bluetooth scanner.

Document all testing of prototype devices into a bug tracking database to be handled to product leader.

New Horizon’s Computer Learning Center, Melville, N.Y. 10/08-06/09


Studied for Cisco Certified Network Associate (CCNA) certification

Helped other students with questions regarding their studies for their tests

Developed a virtual machine for Cisco students to help them prepare for their certification

Client: Motorola - Enterprise Mobility Business formerly Symbol Technologies, Holtsville, NY 03/08-09/08

Test and Validation Technician

Handled product testing on Windows mobile devices using in-house software.

Specialized in WWAN and WLAN technologies for product testing.

Tested BETA devices to report product issues to be fixed in later releases.

Suggested software and hardware enhancements on pre-production products.

Specialized in WWAN testing on certain products to determine if they operate within design specifications.

Test and Validation of prototype products.

Telular Corporation, Hauppauge, NY 05/05-05/07

Product Support Engineer

Designed test cases and perform regression testing on complete line of cellular based security and communication devices.

Worked with R&D to create technical specifications for new products.

Provided assistance to programmers by creating and performing tests on special builds of code to ensure compliance with specification prior to initial test release.

Created and implemented regression tests on existing products for new software revisions.

Liaison for secondary testing facilities in India and Canada.

Operated Agilent GSM and CDMA base station simulator to test cellular network connectivity on network enabled products with network protocol test applications for CPE Devices.

Used oscilloscopes, DMM and other technician equipment to test devices to see if they perform within design specs.

Solectron Global Services, Somerset, NJ 05/03-07/04

Lead Customer Service Technician

Helped customers troubleshoot their wireless device problems

Transferred multiple software upgrades on customer mobile devices

Installed of electronic equipment into automobiles

Repaired and adjusted telecommunication devices

Enabled data to be transferred between technical equipment

Utilized updated computer software to record troubleshooting occurrences

Corresponded effectively with colleagues and customer clientele

Radio Shack Corporation, Hauppauge, NY 10/97-07/02

Assistant Manager/Senior Sales Representative

Provided ongoing service training to staff in all technical/customer services

Problem solving in technical support

Determined scheduling of staff

Responsibility in Financial Obligations/ Payroll

Interacted with customers by providing them information about products


Nassau Community College

A.A.S Electrical Engineering Technology

Certification: Cisco Certified Network Associate (CCNA)

License: FCC Amateur Technician

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