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Help desk, tier 1-2, desktop support, data center mgmt

Philadelphia, Pennsylvania, United States
45,, -60
June 17, 2019

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**** ***** ***, ************, ** 19111



Self-Motivated individual with 15 years of Extensive and Diverse IT Technical Support and Administration Experience in multiple levels of IT that include Help Desk, Desktop Support, System Administration & Networking. Professional Technical Problem Solver and Multitasker with excellent ability to adapt in fast paced environments. Experienced & Skilled in Multitasking, Prioritizing and completing tasks in a timely manner. Commended multiple times for my enthusiasm in giving Friendly, Top Quality Customer Service. Ability to work and thrive Independently or in a Team Oriented Work Environment. Provide dedication, vision and leadership in day to day IT operations.


IS Implementation & Support Tech

Children's Hospital of Philadelphia - Philadelphia, PA - February 2017 to Present

●Planned and implemented the relocation of departments within CHIOP's organization

●Responsible for having all departments computers/Laptops and all related equipment relocated and setup

● Running and activating/deactivating network ports

●Diagnosing and determining equipment to be decommissioned and repairing PC's/Laptops & Devices to reuse

●Backups of Users Profiles & Data, Imaging of PC's and Laptops

●Windows, Mac OS, Linux

●EPIC Medical Systems Support

Freelancer / PC & Electronics Refurbish Sales 1/1/16 to Current

●Home and Small Office computer equipment setup and repair

●IT Support Freelancer through online sites…., Thumbtack, Craigslist & Referral Business

●PC’s, Laptops, printers, POS Equipment, Home and Small Office Network Setup and Support

●Purchase Wholesale Computer Equipment Lots auctioned from retailers and Government (Best Buy, Wallmart, GovDeals, etc). I then refurbish the equipnment.and resell through online auctions & classifieds such as Ebay and Craigslist.

● Fixed PC’s / Laptops and other related peripherals at local Computer Repair Shop (GSI Tech) when owner needed extra help

Archdiocese of Philadelphia (Kelly Services Contractor) – Philadelphia, PA

Technical Support Specialist 6/04/14 to 12/31/15

●Headed Help Desk phone support for Main Center City Building and 100+ Off Site Locations

●Supported and Maintained day to day PC/Laptop Software, hardware and Connectivity Issues over the phone or Remote Desktop Connection

●Determined issues that would need a onsite tech to be needed and assigned to have go out to remote site

●Made aware of any network outages, handled communication between users to Network Tech, monitored solutions and reported all info into Ticketing system

●Determined Computer, Laptop and Printer replacement and created the replacement request

●Supported Windows XP, 7 Pro & 10 OS. Mobile OS Android and iOS for Tablets and Phones

●Active Directory, Exchange, MS Server 2003, 2012

●TrackIt Ticket Managing Software, SOPHOS Endpoint Antivirus

PepBoys (InSightGlobal), Linux System Upgrades Feb 2014 – April 2014

●Upload and Install Upgrades to Linux OS via Putty for Nation Wide Rollout of PepBoys Chain Stores.

●Migrate New VMWARE ESXi VMA (Application) & VMB (Database) Servers.

●Migrate and install Patches to approximately 6 stores on a daily basis while stores are closed

●Run series of test of completed upgraded Store Servers via Pep Boy’s GUI software

●Document and Log all updates and tests.

TBS Industries, Technical Associate Jan 2012 – Nov 2013

●Imported IT equipment from corporations to be refurbished and/or recycled

●Supported/Installed Windows 7/XP

●Refurbished equipment to be sold online

●Type of equipment that I refurbished were PC’s, laptops, printers, plotters, switches, routers, projectors, video surveillance, servers, Phones and Conference systems, wireless access points and routers, tape drives (LTO & DLT)

●Tested variety of components for resale

●Memory, CPU’s, Cisco Interface Cards, Fiber Channel, SCSI Raid, Graphics and Audio, wireless, JetDirect, Ethernet, PCI, PCIe, Power Supplies

●Worked on many vendors such as HP/Compaq, IBM/Lenovo, Gateway, Apple, Panasonic, Dell, Cisco, Foundry, Quantum, Nortel, Adtran, Sonicwall, Storagetek, Polycom, Avaya, Blackberry, etc

Technology Services LLC, Technical Support Tech – Contractor 2008-2009

●On Site Hardware diagnosis, repair and/or replacement

●Called to sites to diagnosis and repair problems

●Hard Drives, RAM, CPU, Video Card, Audio, CAT 5 Cable, Replace MotherBoards, Fans, Power Supplies, Laptop Components

NCO, Help Desk Specialist (Contract Position) Apr 08 - June 08

●Call Center Support for all IT support related issues

●Handled 30 -50 Help Desk calls daily

●Support of local offices and all supported companies (Sprint, T-Mobile, SST, OSI, etc)

●Handled the escalation and follow ups of problems to the proper support depts.

●Support multiple Windows Platforms, Linux, Citrix, VPN, RA, etc

●Worked with both TrackIT and REMEDY ticketing software

ALFRED ANGELO, Tier 2 IT Support Feb 08 – April 08

●Local and Remote offices Help Desk Support

●Tech support for all Alfred Angelo stores

●Supported all Tech related problems, Network Connectivity, AS400, Supported Technicians for new store setups

●Assisted Tech with ISP (Cyberia) network setup and support for all Alfred Angelo stores

●BlackBerry Support

●Installs included Neowares, PC’s, printers, routers, hubs, timeclocks, etc

●Magic Ticketing System

SDI, Systems Administrator Feb 07 - Jan 08

●Supported, Maintained, and troubleshot Windows 9/2000/XP/NT4.0/2003 Server/ Active Directory/Exchange, etc

●Executive Support

●Provided user and network support, Remote support via Remote Connection, NetMeeting and WebEx

●Diagnosed and fixed hardware and software issues for Desktops, Laptops, Servers, Printers and Copiers

●Disaster Recovery

●Setup and configured PC’s and Laptops….including updates, network, VPN, security, etc

●Created/Installed Images, Interactive and Manual Backups, Disaster Recovery

●Provided Customer Services and educated users on use of equipment and software

●Worked with multiple 3rd party vendors to setup, maintain and upgrade their software and hardware on our networks

●BlackBerry and PDA setup and support. In charge of all outgoing and incoming phones and activity

●MAGIC Ticket Management System

CAPMARK FINANCIAL, Systems Analyst June 01 – Oct 06

●Supported and Maintained McCracken Financial Software on a AS400 Platform

●Tier 2 Help Desk Support

●Help Desk Call Center Support

●Company Wide Software Rollouts and BETA Testing such as Windows XP, Strategy CS, etc

●PC imaging via Ghost

●AS400 Disaster Recovery

●Implemented and Maintained AS400/GUI software

●Data reports and spreadsheets using AS400 query and SQL

●Supported and maintained daily Data Integrations from AS400 to SQL via DATAMIRROR

●MicroStrategy Reporting System

●IncidentMonitor Ticket Management System


Cardinal Doughtery HS Diploma, 1994-1998

Bloomsberg & Community College of Phila, 1999-2001




Windows XP thru 10,Windows NT – 2012, MAC OS, LINUX, AS400, DOS, Android, iOS, Blackberry, MS Office 98 – 2013, MS Windows Admin Tools & Programs, Active Directory, Exchange, Sharepoint, Remote Support, Virus & Malware Software, Backup and Disaster Management, Departmental Vender Software, VMWare & Virtualization, Project Management, PC/Laptop Imaging & Deployment, TCP/IP, Hardware & Software Support, System Wide Rollouts & Upgrade

Contact this candidate