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Manager Desktop Support

Location:
High Bridge, New Jersey, 08829, United States
Posted:
March 29, 2019

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Resume:

RHYSHENE M MATHEWS

** ********* ***. **** ****** N.J. 08829

Cell: 908-***-****

Email: ac8x0c@r.postjobfree.com

OBJECTIVE:

To obtain a challenging and rewarding Preferably full time position within a progressive company Which Will allow me to add value to my employer by Utilizing my 20+ years of diverse experience, extensive product knowledge of various business technologies as well as to effectively utilize my exposure to information services, and product implementation with practices in Leadership, teamwork, training and project coordination, To add to my Skills and Expertise With new Technologies while also Sharing my diverse product knowledge and years of service to fortune 500 companies Allowing both my employer and I to grow together.

EDUCATION:

Sapphire Leadership Training Parsippany, NJ July 2007 - July 2007

Six Sigma Green Belt (Certification)

Cittone Institute of Technology Edison, NJ March 1992 - Sept. 1993

Computer and Electronic Engineering (Bachelors)

Essex County Vocational High School Irvington, NJ Sept. 1985 - June 1989

Automotive Mechanics and Computer Engineering (Diploma)

PROFESSIONAL EXPERIENCE:

Olympus, (Consultant) Center Valley, P.A. January 2018 - May 2018

Windows 10 Deployment Engineer

Responsibilities include; primarily providing support for Windows 10 upgrade project, imaging new equipment, Transferring data, installing applications and recording work in tickets in Service Now. Some coordination, follow ups and communications with users was required; frequent use of Excel and ticketing system to handle organization and tracking of work. Other Responsibilities include; Deployment using SCCM PowerShell, Software Center, VBScript, Group Policy, Active Directory, Configuration Manager, machines are loaded and configured with Office 365 suite, Microsoft cloud services ADK, MDT, (BIOS/UEFI, Driver Management) Also move the boxes of laptops to and from shipping departments. and deploying to end users.

Evonik, (Sirius Technical Services) Consultant Parsippany, NJ Dec 2016 – Oct 2017

Deployment Project, Technical Support Analyst

Responsibilities included; providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. In service to Evonik employees Fielding Technical related calls and emails, resolving first and second level technical issues. Also was Responsible for; assisting new Product Deployments including Laptops and Desktops UAT testing. Configured with Deployment using Admin Studio SCCM PowerShell, VBScript, Workforce DNA Group Policy, Configuration Manager, user training support provided to migrated employees from newly acquired companies as well as new employees in general as well as, Citrix support, opening closing and resolving tickets using It Service portal, IGrafx and HP Service Manager.

Covanta, (kforce) Consultant Morristown, NJ. Sept 2016 – Dec 2016

Deployment Project Manager

Responsibilities include; participating in the lead capacity of coordinating, scheduling, recording, publishing, and implementing the Deployment of 700 Windows10 User desktops and Laptops. Using SCCM, PowerShell, VBScript, Jira, Group Policy, Configuration Manager, One Drive, MS Teams and Office 2016 Office 365 suite, Microsoft cloud services. The three stage process included scheduling of the interview process for software and data validation and deployment, inventory of existing machines, Building the new machine Imaging and configuration of new equipment through SCCM. The deployment and configuration of new computers in addition to data migration as part of the deployment process. The Recovery of old machines. Reporting project progress to leadership management and stakeholders, using Microsoft Project and addition to Training Team members on the deployment process.

Becton Dickenson, (HCL) Franklin Lakes, NJ. April, 2016 – Sept 2016

Consultant - Global Asset Manager

Responsibilities Include; Procurement, Team management, Desktop support extensive knowledge, Contract management, customer relationship, Management, Vendor relationship management, Billing & Budgeting, P & L, Project management, ITIL certified / extensive knowledge. Additional responsibilities include; Eracent for hardware and software tracking. Ordering, Meta data management, Process standardization and improvement. Steady state operation and stock allocation reporting.

Trac Intermodal (Innovative Tech) Princeton, NJ July 2015 – April 2016

Consultant - Desktop Support Asset Management (Track-IT) Project

Responsibilities included; printer management, vendor management Administration and Support of The Track-IT Platform which is a IT Help Desk / Facilities Management / HR Management, Asset Management, and Change Management Platform. My Daily duties included collecting Asset serial numbers and adding them to the system, in addition to Using PDQ Deploy and manufacture to run the asset management application on user machines, and Troubleshooting the Deploy and manufacturing failures for connection or compatibility related issues. Was also responsible for using Eracent Bar coded Asset Tags to hardware Locally. Was also required to apply the process to Remote users by Liaising with Employee and consultants to make arrangements to connect to them using Logmein or Microsoft Link and have the application installed through bridges tunnels and Cisco VPN connections or by way of network connections or on mobile hotspot connections, supporting and troubleshooting NETGEAR Routers then Mailing The asset tags and instructions on where to place the tags on the hardware for compliance. Was also responsible for generating database exports as excel .csv files and using them to report status of the project and Submitting progress reports and weekly End Of Day Progress Reports to Team Leaders, Department Managers and Stakeholders.

Sanofi, (Saviance) Bridgewater, NJ Sept. 2014 - June 2015

Infrastructure, Applications Support Specialist Level 3 (Ebuy) - Consultant

eBuy is a eProcurement SaaS solution based on COUPA software.

It is connected to Sanofi's back end SAP system via TIBCO integration. The position was to support the North American user community.

Was Responsible for; Providing capacity planning, monitoring, and maintenance of designated system(s), Identifying trends or problems, Understanding, in depth, the business processes supported by the system, maintained production environments relating to online services. This included development, stage and production systems. Also ensured that applications were maintained in a manner that supports delivery of services to multiple platforms, resilience, Security Administration, and performance and ensured continuity of the business processes supported by one or many applications / services Weblogic, WebSphere, Cloud (AWS) based platforms.

Other Responsibilities include; Change management data implementation of catalog, user and customer information using Microsoft excel. csv files. Ensuring continuity and quality by owning the resolution of issues across platforms. Tracking progress and escalating as appropriate unless resolution reached, To ensure standards and guidelines are applied and maintained across applications for administration, Deploy and manufacturing and monitoring over a range of platforms that largely comprises industry standard components. This included applications, web server components and databases such as (Java, ASP, ASP.NET). To ensure application and service processes and outputs are error free and complete. Identifying faults and issues and recommending appropriate paths to resolution, and fixing as appropriate, Ensuring appropriate contingency procedures are in place for applications and that they are regularly tested. Managing change management control implications for designated systems, contributing to process development and best practice. Looking at new ways to improve resilience, performance levels and supportability. To ensure that applications and related services are documented and kept current. Reviewing and ensuring complete and appropriate handover of documentation prior to operational acceptance of new or changed applications To keep abreast of technical developments of operational importance to the company and to participate in developing or setting standards as directed. Also established and maintained effective working relationships with all stakeholders.

To undertake advanced administration tasks as required e.g. to support problem resolution. To support the development teams and the 24/7 group in Deploy and manufacturing applications and solving problems. To participate in the on-call support to the 24/7 team.

Weichert Realty Morris Plains, NJ July 2014 – August 2014

Infrastructure, Applications Support

Responsibilities Included; 100% Phone based Global support. Taking 40-60 calls a day Fielding those calls with 80% first call resolution as a goal while using Team Viewer as a remote computer management platform, active directory to manage user accounts, and SSO for Simplified Sign On, Security Administraion. Callers include supporting the Weichert Administrative support teams, Sales Force and Client Base. Calls Pertain to a variety of issues ranging From Network Security related, FTP and TLS file transfers and Wired and Wireless Connectivity issues to access and File management problems, Including but not limited to more than a dozen Web Based Proprietary applications, and VOIP systems including SIP Protocol and SIP Server support. Should no resolution be found escalating to the appropriate team for resolution using Heat as the call tracking system. Hardware and Operating systems supported included MS Based Desktops all in one Machines as well as laptops. Operating systems supported include Windows System Administration and Active Directory including Windows Server, Windows 7 and Windows8, Windows 10 (Java, ASP, ASP.NET) and iOs for macs as well as iPad and droid based tablets and phones.

Realogy Madison, NJ Nov 2013 – June 2014

Technical Support Specialist

Responsibilities Include; 100% Phone based Global support. Taking 40-60 calls a day Fielding those calls with 80% first call resolution as a goal while using Team Viewer as a remote computer management platform, active directory to manage user accounts, and SSO for Simplified Sign On, Supported and troubleshooting installed technologies such as switched Ethernet/Fast Ethernet/Gigabit Ethernet and various routing. Callers include supporting the Realogy Administrative support teams, Sales Force and Client Base. Calls Pertain to a variety of issues ranging From Security Administration related, and Wired and Wireless Connectivity issues to access and File management problems, Including but not limited to more than a dozen Web Based Proprietary applications, and VOIP systems, SIP Protocol, and SIP Server Support. Should no resolution be found escalating to the appropriate team for resolution using Heat as the call tracking system. Hardware and Operating systems supported included MS Based Desktops all in one Machines as well as laptops. printer management, vendor management Operating systems supported include Windows Server, Windows 7 and Windows8, Windows 10, Microsoft Office suit and (Java, ASP, ASP.NET) iOs for macs as well as iPad and droid based tablets and phones.

Inventiv Health Somerset, NJ April 2013 – Nov 2013

Consultant - Lead Deploy and manufacturing Project Coordinator

Responsibilities include; in the capacity Project Manager did Liaison between the inventory supply manager as well as network administrators in order to coordinate the ordering of new equipment through Coupa or salvage or old machines, imaging using SCCM, configuration, and Deploy and manufacturing of training room computers, as Phase one of a project Deploy and manufacturing for Support of a Project Launch for Astra Zeneca. Support of MS Exchange and Active directory on windows server 2003 and 2008, Performing tasks such as Creating accounts, Security Administration including, Resetting passwords unlocking accounts creating shares and restoring data from Backups, printer management, vendor management.

Additional Responsibilities included; executive level Local and Mobility support of laptops Ipads and Blackberries as well as maintaining inventory, loading, and configuring New computers for use of specific users with windows 7 Windows 10, Office2010, Sharepoint, Windows Server, and Microsoft360, PolyCom, LiveLink mobile sales suit, Creating tracking updating and Reporting on Tickets in Clarity, Supporting Comm vault Backup software and Rightfax as well as testing and installation of the units in the office. for Phase two of the Deploy and manufacturing Project. As well as providing Daily status reports to Management regarding the progress of the project.

Celgene (Insys Group) Basking Ridge, NJ Nov 2012 – April 2013

Consultant - Sr Technical Support Analyst

Responsibilities included: Assist users with all Information Technology problems in areas such as word processing, spreadsheets, e-mail, shared files, printing, searching for information on the Internet, etc.

Answered telephone calls, responded to email, web, FTP, TLS and personnel requests for technical support From Remote VPN users regarding Windows System Administration and Active Directory issues, SQL server, SCCM, Support of MS Exchange and Active directory Performing tasks such as Resetting passwords unlocking accounts creating shares. Documents, tracked, and monitored the problem to ensure a timely resolution. Also Identified, researched, and resolved technical problems with minimal escalation Additional Responsibilities included Resolving problems for individuals and groups in an efficient manner, recognizing the proper course of action to take. Also supported and troubleshooting NETGEAR Routers Installed new applications and upgrades as needed. printer management, Security Administration, CRM support, and vendor management. When necessary provided one-on-one training as needed for any IT resources; maintain knowledge of developments in relevant technologies and their use in the industry, making recommendations when appropriate.

Bank of America Cranford, NJ June 2007 – Nov 2012

Email Migration Consultant, Employee - Technical Support Specialist

Responsibilities included: Serving as an Lotus Notes to MS Outlook email Migrations Specialist upon completion of the project did serve as a 1stand 2nd level Phone based support of bank of America and Merrill lynch users Call tracking systems have varied and have included Remedy, Clarity, and Service Center. Responsible for fielding roughly 30 or so calls a day while maintaining an 90% first time call resolution percentage. Subject matter of calls that range from VPN related problems, supporting and troubleshooting NETGEAR Routers as well as secure id support, to Active Directory support including Account and user group access, Recovering data from backups, FTP, TLS Updating and Supporting (Java, ASP, ASP.NET) related issues. Managing Sharepoint Shares, Password reset and account unlocking issues, Drive mapping problems, and any of a number of Windows System Administration and Active Directory issues including Microsoft Office applications including Microsoft Exchange and Outlook. Also supporting any number of financial related proprietary software suites including PeopleSoft. Other hardware supported; Ipads, Iphones and Blackberries, voip phones, Using SIP Protocol such as Nortel and Ciscso I.P., Also providing Support for HP and Xerox Printer issues. Other Responsibilities included: Remote management of user machines using VMWare and Cisco Secure Services Client by way of Netmeeting, Dameware, Microsoft Remote Desktop Connection as well as Support Center. When possible Calling Back BP’s (Business Partners) and troubleshooting the issues they have, and either resolving and closing the issue or escalating to the appropriate department.

Advogent, Cardinal Healthcare Piscataway, NJ March 2005 - June 2007

Consultant - Helpdesk Support Manager

Responsibilities included; Coordinating 3 techs fielding calls from local and remote users using Clarify as the resident call tracking system. Performing configuration changes to remote users Utilizing programs such as Netmeeting and Dameware and visiting the desks of 300 in-house users to field a multitude of software and hardware related problems on Laptops an desktops Running various versions of MS office, VPN (virtual Private networking) as well as our proprietary front-end software packages designed to track travel and hospitality arrangements for Cardinal’s Client base. Closing 80% of the assigned tickets with first call resolution. Other responsibilities included; Ordering and purchasing Hardware for Deploy and manufacturings of new users locally and in the field using various brands of notebooks and desktops also assisting clients that call in on all the before mentioned programs. Also responsible for asset tracking Operating in the capacity of Project Manager overseeing rollouts of new software packages and standardization of PC images in addition to creating Documentation for the instruction of the installation of the Images and specific departmental setups which vary in complexity ranging from Administrative assistance to programmers and Field reps. Additional responsibilities included Network Administration, including but not limited to Account creation, Network share creation, Password resets, Drive Mappings, Server data backups and Data restorations and recoveries in addition to SQL queries, also support of Nortel and Avaya phone systems, PolyCom, PBX data punch down management in the server room, configuring and installing technologies such as switched Ethernet/Fast Ethernet/Gigabit Ethernet and various routing related technologies.

Expedite Tinton Falls, NJ July 2004 - March 2005

Consultant - Remote Support Tech

Responsibilities included; being one of 25 techs fielding and recording roughly to 20-40 calls a day out of the desks total incoming volume of 300-1100 per day into Remedy. Closing 80% with first call resolution from an international client base using Various versions of MS Exchange and Outlook among other e-mail platforms as well as our proprietary front end software packages Like SMS (Short Messaging Service) Which was used to send short text messages by way of cell phones to cell phones or from pc to cell phones, Message Reach; which was designed to allow Xpedite clients to solicit their potential customers with mass broadcast of websites which would otherwise be too vast a number to send in regular e-mail Commonly consisting of HTML code, also assisted users in the use of Data Center, MS Excel, MS access, to create .CSV files representing the target recipient lists. Fax2Mail and Fax Reach, for large pc to fax broadcasts, as well as Voice Reach, for voicemail and text to speech broadcast on behalf of schools for outages or billing transmissions by phone. Also Xweb designed as interfaces to transmit by phone as fax or e-mail in the form of web pages to multiple recipients through Unix and Novell based servers. Other responsibilities included; Error queue Maintenance and inbound e-mail profile change management requests from customers, as well as job resends and over the phone tutorials to clients that call in on all the before mentioned programs. When phone or high speed vendors needed to be contacted we also had to escalate the error ticket and communicate with the provider and follow up with all related personnel and see the issue through to completion.

Choice Computers Multiple NJ Locations Feb.2001 - July 2004

Owner operator, Freelance Computer Consulting, Project Coordinator

Contractual Project based roll out, Windows 2000 advanced server network and Windows XP desktop administration for multiple clients 4 printers and ten users. Ezra Sutton law in Woodbridge, NJ. Other clients included C&L Auto Body and Towing in East Hanover, NJ, Where I networked 8 machines for peer to peer use with Microsoft networking. Using a DSL internet connection for file and print sharing, and a proprietary system known as Towstore, designed to manage records for the daily operation of the company. Also; Mount Semerna Baptist Church Newark, NJ. Also configured and supported and trouble shot troubleshooting NETGEAR Routers Where I set up VPN Dialing and file and print sharing so the board of trustees could work from home. Also several others with home owned networks including wireless and file and print sharing users. Also was contracted on more then one occasion to install several DSL and Cable Home users with Wired and wireless routers such as D-link, Netgear and Linksys as well as Installing and training users on Blackberry Tungsten and Windows CE based pocket PCs. Also supported FTP, TLS file trasfers.

ABS Systems & Solutions inc. Rockland, NY Nov. 2000 - Jan. 2001

Field Service Installation Support Tech.

Responsibilities included; Traveling Locally in and a round the Rockland County Area, troubleshooting and servicing the ABS customer Base. Various software supported excluding before mentioned packages were; Goldmine, Microsoft Exchange Server, and NT 6.0 Server. Other responsibilities included; maintaining logs of daily activities on the company intranet sight. Keeping track of Inventory and communication with the home office for assignments.

Spherion Dendrite, Pfizer, Nabisco Morristown, NJ Aug. 2000 - Oct. 2000

Field Service Lead & VPN Installation Support Tech.

Responsibilities included; traveling nationally to various Sales Meetings and installing Communications Manager (An email and database synchronization program), Internet Explorer, and AT&T Global dialer. Other responsibilities included; configuring the dialer to operate with Secure ID cards. And standing by during training to assist with any technical issues. Responsibilities also included; contacting 150 Field sales personnel for the purpose of verifying compatibility, sending them the CD and assisting them with installing VPN (Virtual Private Networking) As well as SMS (Microsoft Short Message Service) on their Machines over the phone.

Ingersoll-Rand Annandale, NJ Oct. 1999 - May 2000

Senior Helpdesk Support Management Consultant

Responsibilities included the implementation of helpdesk call-tracking procedures, allocating responsibility of helpdesk issues to other consultants fielding calls and providing first level support for users on Windows95 desktop PC's, on a network utilizing Novell as well as NT Client Software. Other responsibilities included opening task logs and allocating them to the desktop support and network personnel. Other software supported is MSoffice97 pro, Lotus Notes 5 and Internet Explorer 5.0 and AT&T Global Dialer.

First Property Investments Union, NJ July 1999 - Sep. 1999

Desktop Support Manager

Responsibilities include the installation, configuration, troubleshooting and repair of firm standard software systems for desktop users. Using Windows98 adobe pdf creator, Microsoft Office Pro. Data Center and MS Access as their primary database tracking system. Other responsibilities included; the installation service and repair of shared peripherals Such as Printers, Copiers and Fax machines.

Inter-Com Inc. Cedar Knolls, NJ Feb. 1999 - July 1999

Software Support and Training Manager

Responsibilities include the Installation of Time Matters, a Time management program used primarily by law firms. Time slips a Finance management program and HotDocs a document template creation program on customer owned networks and desktop PCs. Other responsibilities include Creating and implementing training schedules for customers on the before-mentioned software systems as well as fielding helpdesk calls from users after the training is completed on a contract basis..

Seton Hall University South Orange, NJ Aug. 1998 - Jan. 1999

Helpdesk Project Management Coordinator, and Training Supervisor.

Responsibilities included; Supervising the Programming of Lotus Notes and Training student workers on fielding calls and providing first level support for Student users on Windows95 Laptop and desktop PC's, On a network utilizing Novell Internetware Client Software. Overseeing the opening of task logs and allocating them to the desktop support and laptop repair personnel or network personnel in whichever building/department the trouble exists. Other software supported is MSoffice97 sr-1, 4.6 and Netscape Communicator 4.05. and Internet Explorer Other Responsibilities included; implementing standards of operational procedures and product standardization for student Laptop support program.

Warner Lambert Morris Plains, NJ July 1998 - Aug. 1998

Helpdesk Support Technician.

Responsibilities include Using Windows95 Plus! On a network utilizing TCP/IP network protocol, the support of about 150 off sight users with laptops. Assisting users in accessing the Novell NetWare network using PPP Dialer. Other responsibilities include phone support of shared peripherals Such as Printers, Copiers and Fax machines also generally proficient in the use, maintenance, of Microsoft Exchange and Outlook, PowerPoint, Access, and Excel as well as data center. Going to the desk of end users for hands on repairs.

A.M.BEST Oldwick, NJ July 1997 - July 1998

Senior Desktop Support Technician, Migration Project Manager

Responsibilities include the installation, configuration, troubleshooting and repair of firm standard software systems for desktop users. Using Windows95 Plus! On a network supporting Novell 4.x utilizing network protocols such as TCP/IP, Configured in Token Ring Topology. Other responsibilities include the installation service and repair of shared peripherals Such as Printers, Copiers and Fax machines. Was also responsible for the, support, maintenance, and training of Microsoft Exchange and Outlook, PowerPoint, Access and Excel.

Teksystems, Compucom Parsippany, NJ April 1997 - July 1997

Helpdesk Support Technician Consultant

Responsible for fielding calls over the phone, going to the desk of end users for hands on repairs. Other responsibilities include installation, configuration, and repair of software systems, the support of about 40 off sight users with laptops. Assisting users in accessing the Novell Netware network using PPP Dialer. Software supported was Windows95 and Win3.1, Ccmail, Netscape Navigator, PowerPoint, Lotus Notes and MSOffice Pro.

Deloitte & Touche LLP New York, NY Jan. 1997 - April 1997

Senior Desktop Support Technician. Consultant

Responsible for the installation, configuration, and repair of firm standard software systems. Including Windows95 Plus! on a network supporting Novell 3. And 4.x utilizing network protocols such as TCP/IP, IPXODI and NETBIOS. Other responsibilities include the support of about 300 in/out of house users with 70% of the users being off sight users with laptops. Accessing the network using PC-Anywhere. The remainders of the persons supported are administration personnel using software such as MSoffice 7.0, Fox Pro (As the in house personnel tracking system.), and As the Data Base system needed to support the legal information used by the many CPA's on and off sight Lotus Notes is used. Other software supported is Ccmail, PowerPoint, Access and Excel. The firm standard Accounting System software is AS2. ATS Automated Time and Expense tracking system track time and expenses.

Knight Ridder Financial New York, NY Nov. 1993 - Dec.1996

Field Service Team Lead, Training Coordinator

Was responsible for the installation and integration of proprietary Unix based servers as well as writing documentation and training materials for standards of process for the installation repair, maintenance of Knight Ridder Market Data equipment. Keeping accurate inventory, maintaining personal logs off site visits and works performed. Responsibilities included: Integrating, and repairing Knight Ridder Proprietary Data receivers into various customer owned LANs and WANs, such as Novell Netware, Windows NT, Windows for Workgroups, and Windows 95. Utilizing Protocols such as NetBIOS, Netbeui, IPX, IPXODI, and TCP/IP. Familiarization and hands-on experience with various types of remote virtual networking programs (or VNP's) used for remote diagnostics purposes such as PC-Anywhere As well as various Network hardware like LAN Cards, printers, Zip drives, modems, and various cables such as 10BASE-T, and BNC connectors, as well as running cables. Other responsibilities included: communicating with customers by phone concerning troubles with the KR. Equipment, The training of 4 new techs., on the installation, troubleshooting, and the repair of KR systems.

LCS Direct Marketing Clifton, NJ May 1993 - Nov. 1993

Network Administrative Assistant and Help Desk Operations Manager.

Was responsible for the installation, support, and upgrading and the of computer networks, and all related peripherals. Also was responsible for the repair and maintenance of PC's, the management of helpdesk operations serving 200 or so users on an IPXODI LAN Used for order processing, and inventory tracking of products sold by phone, by LCS. Other Responsibilities included; Assistant LAN Administrator of an IPX WAN with 150 users, which I installed including cables, LAN cards, software, and user rights as well as 10 call-in users using laptops.

PROFESSIONAL REFERENCES:

Covanta

NAME TITLE PHONE

Geovanni Johnson Project Manager 1-973-***-****

Becton Dickenson

NAME TITLE PHONE

Eric Joyner Team Leader 1-484-***-****

Nitin Gupta Technical director 1-617-***-****

Sanofi

NAME TITLE PHONE#

Marcus Fill. It director. 732-***-****

Jayesh Patel. Manager. 732-***-****

Weichert Realtors

NAME TITLE PHONE#

Mellissa Semel Helpdesk Manager 1-973-***-****



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