Support Service

JAY SILVERSTEIN

**** ******* ****** **** *** * Canoga Park, CA 91304 * ************@*******.*** * 818-***-****

Service Desk Technician and Systems Administrator

SUMMARY OF QUALIFICATIONS

More than 15 years IT experience in Technology, Financial, and Communications industries.

Develop strong relationships with vendors and clients based on knowledge and trust.

Excellent communication, documentation, training and customer service skills.

Proficient in Change Management and Corporate business processes.

SUMMARY OF TECHNOLOGY SKILLS

Operating Systems: Windows 10, Windows 7, Windows XP, Windows 2000, Windows NT, Windows Server 2000-2012, RedHat Linux 2.1 – 4.0 AS, WS

Software: Microsoft Active Directory, Microsoft Office 95 - 2016, Exchange 5.5 – 2012 & Outlook 2000 - 2016, SCCM, WSUS, Ghost, Sysprep utilities, Service Now, Altiris and LANDesk Inventory Management and Helpdesk Consoles, VMWare ESX, Symantec NetBackup 3.4 – 5.x, Oracle / JD Edwards Enterprise One ERP, Siebel CRM 6.0 – 7.8, IBM WebSphere, Symantec Endpoint Encryption (SEP)

Languages: Visual Basic & VB Script, SQL+, HTML

Protocols: TCP/IP (including DNS), LDAP, FTP, SSH

PROFESSIONAL EXPERIENCE

Reiss Distributing June, 2017 – Current Sylmar, CA

IT Specialist

Provided desk side and remote support for 150+ employees including all Managing Partners (Sr. Executives) using Windows 10 and Windows 7, including the migration from Win 7 to Win 10 for multiple teams.

Process all onboarding and terminations, creating and disabling all end user accounts for Active Directory, Office 365 and all common applications.

Additionally, support / resolve levels of issues for Office 365, Skype for Business, Barracuda email filtering, VoIP phone system, VPN connections printers (and print queues) and website whitelisting and blacklisting.

Install all software along with managing licensing needs.

Meggitt USA (Contract) November, 2016 – March, 2017 Simi Valley CA

Help Desk Support Analyst

100% phone support for 10,000+ employees using remote control tools as needed in a Windows 7 environment.

Process all onboarding and terminations, creating and disabling all end user accounts for Active Directory, Exchange and all common applications.

Additionally, support / resolve level 1 and 2 issues for MS Exchange, Outlook, Skype, Move IT FTP, WebEx as well as print queues and website whitelisting and blacklisting.

Install all software while ensuring licensing needs are met.

NLACRC (Contract) April, 2016 – May, 2016 Van Nuys, CA

Information Technology Specialist

Provide all aspects of end user technical support for 400+ employees via phone, remote control tools and desk side in a Citrix-based Windows 7 environment.

Additionally, supported MS Exchange, MS Lync, IBM iSeries backups and print queues, Audio/Video, VOIP, Communication, Internet technologies.

Installed/supported equipment for users, including; Wyse thin clients, desktops, laptops, printers, monitors and desk phones.

Responsible for onboarding and termination of new and departing employee accounts.

AIG / SunAmerica Financial Group August, 2010 – March, 2016

Help Desk Technician (Lead), System Administrator, and Technology Bar Specialist

Woodland Hills, CA

Provide telephone, walk-up concierge, deskside service, onsite and on call (Exec and end user) for all software (MS Outlook, MS Office, and all internally used applications) and hardware issues related to laptops, mobile phones, tablets, software issues & installations via SCCM, logging all work in Service Now ticketing.

Conduct in-person and virtual education workshops focused on applications, iPhones, new hire introductions as well as custom-tailored team/group requested training.

Provide account, hardware and application support for 10,000+ Employees across US and Offshore via telephone, utilizing LANDesk and Bomgar for remote control support.

Provide access and application/connection troubleshooting of Citrix XenApp and XenDesktop.

First point of contact for all Service Desk technical escalations and Exec Support as well as primary liaison between Service Desk and Application support teams.

Support Blackberry, iPad, iPhone mobile devices and their respective applications, IE, AirWatch, GOOD Enterprise email and mobile CRM and other Sales apps.

Complete administration/maintenance and development of HP Open View (ServiceCenter/Peregrine) Service Desk utility, including all Call, Incident and Change Management modules which are used by the enterprise IT department, Operations and Application support teams. Additionally, configured ServiceCenter to work with Identity Management for automation of On-Boarding tasks such as new hires, access changes and terminations to be handled by Help Desk and application support teams.

Consultant November, 2008 – August, 2010

Provide on call technical services for personal colleagues installing and maintaining all Dell and HP hardware for small/home-based businesses, configuring home and small networks, and providing immediate installation and support of all Microsoft 2000 -2007 OS, Office 2k – 2007, along with remote access configuration and support. Wiring and cabling for network and PBX also provided.

Spirent Communications January, 2001 - October, 2008

Senior IT Support Technician & System Administrator Calabasas, CA

As Lead Desktop Support Technician, was responsible for setting up and configuring all HP and Dell Desktop and Laptop hardware via Ghost and Altiris in addition to administration of all Active Directory, Exchange, Blackberry, VPN, Altiris Helpdesk accounts for 1500+ users.

As System and Security Administrator, responsible for configuring ERP security for Sarbanes- Oxley compliance.

Duties include installing/configuring Windows Server OS for 100+ servers, maintaining/testing of all patches, service packs, configuration and code changes while ensuring maximum availability for 1500 + local and remote users. Migrated / Supported 20+ Windows servers over to VMWare ESX sessions. Ultimately responsible for troubleshooting/repair of all HP/Compaq Server/Desktop/Laptop PC Hardware and software. Support provided on site and on call via deskside and telephone. Provided on call support for after-hours issues.

EDUCATION

Bachelor of Science - Information Technology (Health Informatics)

Kaplan University

President’s List and Dean’s List – 3.49 GPA

SPECIALIZED TRAINING

RedHat – RedHat Linux Administration

El Segundo, CA

Oracle – Oracle JD Edwards Technical / Development

Denver, CO, Dallas, TX

Veritas/Symantec – Veritas NetBackup 5.x

San Jose, CA

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