System Support Analyst
Resume:
Joseph S. Finis
*********@*****.***
High Bridge, NJ 08829
Home 908-***-****
Cell 908-***-****
Summary
Extensive experience as technician, team lead, project manager and department manager. Experience supporting, installing, configuring and troubleshooting various computer hardware and software, providing technical support and training to end users and other technicians; proven track record in identifying problems and developing solutions; team player; strong leadership and communications and customer relations skills.
Technical Skills
Operating Systems: Windows 10, 8, 7, Vista, XP, 2000, 98, 95, NT, DOS
Networking: TCP/IP, Windows Server, Internet, Ethernet, Cabling, VPN, etc.
Applications: Microsoft Active Directory, Exchange, Office 365, Outlook, Word, Excel, Access, PowerPoint, SAP, Drive Encryption, Lotus Notes, Adobe Acrobat, SharePoint, MobileIron, AirWatch, Anti-Virus software, Backup Solutions, Cisco phones and voicemail, Service Desk, Remedy
Other: Android, iPhones, iPads, Wireless Networking; Server, Tablets, Desktop, Laptop, peripherals (printers, scanners, fax machines) maintenance, troubleshooting and repairs. VOIP and voicemail configuration and support. Videoconference system training, setup and support (Cisco and Polycom). WebEx and Intercall configuration and support.
Employment Experience
Impax Laboratories/Amneal Pharmaceuticals Bridgewater NJ 2015 - Present
Systems Support Analyst IV
Provide premier “white glove” support for VIP Executives including CEO, CFO, and Executive Assistants.
Provide Tier 2 and 3 technical support to staff in office and field sales representatives.
Provide new hire orientation training for incoming employees, develop and update materials.
Provide technical support and guidance for company meetings, charity drives, etc. including videoconferencing, audio conferencing, projectors, presentations, audio/visual equipment etc.
Set up laptops, workstations, printers, peripherals, Active Directory accounts, Exchange accounts, voicemail, telephones and equipment for new hires and contractors.
Generate customer facing documents and provided training and support to team members.
Process onboarding and off-boarding processes in Active Directory, Exchange, etc.
Create and maintain accounts in Active Directory, process access requests and permissions changes.
Assist with opening new headquarters location in Bridgewater after Impax acquired Corepharma.
Assist in network troubleshooting, setup, maintenance, upgrades, etc.
Configure and maintain remotes devices such as iPhones, iPads, Tablets etc. in MobileIron.
Maintain inventory and oversee coordination of purchasing, updates, porting and maintenance of mobile phones and devices such as iPads and Tablets with telecom vendors including Verizon, AT&T, T-Mobile.
Process changes and corrections and maintain documentation on internal Sharepoint sites
Configure and maintain VOIP phones and voicemail accounts.
Create and maintain queues on print servers.
Create and maintain Email accounts on Office365 server.
Maintain office equipment and supplies inventories.
Support numerous business unit applications as required.
Monitor and enforce adherence to ITIL best practices and SOX procedures and requirements.
Biovail/Valeant Pharmaceutical/J&J (ACS-Xerox), Bridgewater NJ and New Brunswick NJ 2003 - 2015
Senior Deskside Support Specalist
Team lead technician for Help Desk and Tier 2 desktop support technicians.
Provided Tier 2 and 3 technical support services to 1000+ internal and remote staff, including Executives.
Assisted in planning, testing, and deployment of a remote emergency backup IT headquarters location.
Assisted with implementation of US and Canadian Field Sales Force laptop and mobile device rollouts.
Setup, maintain, and repair server hardware, fiber optic cables, switches, security appliances, etc
Monitored backups of data and applications to offsite storage, providing user data restores as required.
Provided hardware and software support for Dell and Lenovo laptops and desktops, numerous printers and peripherals including Blackberries, iPhones, iPads, scanners, MFP units, etc.
Provided software support for Windows 7, Vista, XP and 2000, Outlook, Word, Excel, PowerPoint, Access and various business software (electronic submissions interface, accounting software, etc.)
Set up laptops, workstations, printers, peripherals, Active Directory accounts, Exchange accounts, voicemail, telephones and equipment for new hires and contractors.
Provided telephone (Meridian Option 11) and voicemail (Cisco Unity) system setup, installation, repair, maintenance, and training as well as support and troubleshooting for VOIP phone system.
Provided new hire orientation training for incoming employees, develop and update materials.
Managed project to upgrade telephone system from PBX to VOIP, including switch upgrades, cabling, DIDs, analog lines, etc.
Managed project to reseat 200+ personnel in 120,000 square foot building including opening new wing.
Managed project to move servers and racks from previous headquarters in Toronto to New Jersey.
Managed project to move company headquarters to new building and provide support as needed.
Assisted in setup, upgrade, maintenance and support of videoconference systems.
Atlantic Mutual Insurance Company, Madison NJ
1998 – 2003
Senior Information Center Analyst
Provided Tier 2 and 3 technical support services to 500+ end users and internal Help Desk staff, and to staff based in Administrative headquarters, field offices; and remote workers (including International).
Performed set-up, maintenance, and support of laptops, desktops and peripherals.
Coordinated and participated in the rollout of over 500 new computer systems to users throughout the East Coast, using both manual and automated tools, including On Command technology, to standardize, streamline and automate the process of setting up new systems.
Provided lead technical support for the design, purchase, and installation and implementation of high speed video conference systems, in addition to conducting user training seminars.
Provided lead technical support for the consolidation of 2 offices in New York City into one new location.
Assisted in the coordination and rollout of Disaster Recovery Implementation for displaced New York City employees in the months following the 09/11 crisis of 2001.
Assisted in the upgrade, data transfer, and troubleshooting of replacing Novell servers with Windows servers.
Monitored and maintained backup tape routines on servers, providing user data restores when needed.
Provided high level technical support for Lotus Notes system end user and server based problems of all kinds.
Increased efficiency due to upgrades, support software and tools and increased expertise of support personnel resulted in reduction of technical support staff from 7 full time and outsourced technicians to 4 full time staff.
Education
Union County College – Associate in Arts Degree in Business Management/Accounting
New Jersey Institute of Technology – courses in Mechanical Engineering
Summit High School – college prep
Commercial Trades Institute (Automotive Mechanics)
Specialized Training
Dell Certified Technician
A+ certification
Attended seminars in Management, Dale Carnegie Training, Windows Administration, Security, and others.
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