Technical Support Manager

Joseph S. Arambulo

*** ******* ******, ****** ****, New Jersey 07307

phone: 917-***-**** email: ******@*****.***

IT PROFESSIONAL

QUALIFICATIONS

Sixteen years of experience as an IT professional.

Productive self-starter with a strong work ethic; consistently achieves goals.

Proven experience in network/hardware/operating system troubleshooting, PC assembly, system integration and

technical support.

Expert in leading and contributing to projects designed to enhance system functionality and end-user

productivity.

TECHNICAL SKILLS

System Management

MS Word Cisco Switches SAP Software Solutions

Server Administrator

MS Excel Cisco Routers MS Outlook Web Access Pathfinder

MS Access Cisco IOS Service Channel AJB Software

MS Outlook Web Access Cisco UCS B-Series PTS Advanced DOS 6.2 Utilities

Firewall ISDN Dayforce HCM DOS 6.X

NetMeeting and Remote

WAN LAN Micros Systems

Desktop Connection

Magic Solutions

TCP/IP Networking

Windows 7 Goodlink 4.0

Protocol Total Service Desk

Windows 2000

Ethernet McAfee Help Desk 3.5 Citrix Server

Advanced Server

Microsoft Exchange Server

Cabling Lotus SmartSuite Novell NetWare 5.19

Administrator 2013

Active Directory Users and

T-1 Lotus Notes Administration LAN/USER Management

Computers 5.2

Apple VLAN Motorola Access Points Virtual Private Network

DNS Norton Ghost AS400

PROFESSIONAL EXPERIENCE

J.CREW INC. January 2005 to present

New York, NY

POS (Point of Sale) IT Support Team Leader

Responsible in supporting various hardware, software, and networking issues in over 400 stores in US, Canada,

UK and Asia.

Supported Wireless Networking Cisco Access Points and Controllers.

Provided Windows 2000 Server administration support, which involves User Management, Group Management,

Folder Share and NTFS Permission management, Print Server Management and Event Monitoring.

Created and managed user accounts, distribution groups and account policies in Active Directory.

Generated and administered user accounts in Microsoft Exchange 2010.

Provided end-user technical support for complex hardware and software issues, in addition to determining

network related issues during troubleshooting.

Created and presented detailed documentation and training to in-house support staff and internal customers,

which resulted in more ticket closures, reduced ticket transfers and vendor dispatch.

Performed desktop imaging, installed patches and/or fixes and software upgrades.

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Installed, maintained and set-up network printers.

Configured iPads through Airwatch and troubleshot Wi-Fi and/or printer connectivity.

Assisted with rollout of new software releases, which included testing.

Worked on special projects such as new store openings and hardware upgrades.

Coordinated set up of POS equipment for new stores.

Dispatched and followed-up on service technicians for store issue resolution.

Performed on-site and Remote Administration using Terminal Services, VNC, and PCAnywhere.

Involved in PCI upgrade for J.Crew stores; worked in coordination with the Network team and technicians on

site, including testing and installation of new Verifone Pin Pads.

Provided Blackberry/Treo 600/650/700 support, creation and deletion of accounts, performing software

maintenance updates with GoodLink technology.

LIZ CLAIBORNE INC. May 2002 to January 2005

North Bergen, NJ

Senior Technical Support Analyst (Team Leader)

Headed a staff of IS Professionals; provided support on various hardware, software, and networking issues to

employees and stores in US and international offices in Asia and UK.

Responsible in administration of Windows Active Directory Services.

Reduced referral of calls to PC technicians; ranked first in cases logged and cases closed.

Managed network accounts and security administration, including creating user accounts in different Systems

(Microsoft Active Directory, Novell 5x, Windows NT 4.0, Microsoft Exchange Server, SMS and AS/400

Systems).

Assisted in company-wide conversion from Windows 95/98 to Windows XP environment along with the

migration of Lotus cc:Mail 8.04 to MS Exchange Server.

Provided technical support, systems configuration, LAN connectivity protocols, including Citrix, Remote

Access Server, and Microsoft Exchange Server through Local Area Network.

Coordinated special projects with the manager, team leaders and staff.

Constructed employee procedural and training manuals.

Worked with users via Remote Desktop Connection or NetMeeting to see the actual problem, diagnose the

cause, and instruct the customer regarding the resolution.

Reported generation and analysis on productivity metrics for all technicians for previous days activities to be

provided to the IT Manager each morning for review.

LIZ CLAIBORNE INC. June 2000 to May 2002

North Bergen, NJ

Technical Support Analyst

Provided user administration and phone support for corporate, warehouse and remote employees (domestic and

international), as well as retail and outlet stores nationwide.

Set up user passwords and user rights in Novell Netware and NT Domain.

Logged-in calls into McAfee Help Desk database system and ensured timely action.

Configured and managed e-mail, Internet services, Dial up, AT&T WorldNet and VPN remote networking

access for corporate and in-store employees.

Dispatched hardware repair technicians and followed-up on dispatched calls.

Performed troubleshooting and configuration of network and local printers, along with minor Desktop support

at retail and outlet stores.

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Installed and/or Reinstalled software packages on PC and peripherals.

Composed disaster recoveries on systems that are down.

STRATEGIC MICROSYSTEMS March 2000 to April 2001

New York, NY

Website Administrator Intern

Provided designs for the Company's Web Site.

Maintained policies and provide support for the team responsible for developing content for the site.

Performed web content migration from the staging to the production environment.

LIZ CLAIBORNE INC. August 1997 to June 2000

North Bergen, NJ

Retail Support Analyst

Provided user administration and support for Liz Claiborne retail and outlet stores.

Coordinated store openings with outside vendors for proper in-store network equipment installation.

Delivered sales audit department with polling report on NT based machine for all stores’ missing sales data.

Performed troubleshooting, configuring and maintaining POS and PC equipment for retail and outlet stores on

daily basis.

Diagnosed and resolved issues related to checkmate scanners and cables.

Set up users on company Internet site via LizLink.

Ensured continuous communication of customer call status and IBM Service for dispatched calls.

LIZ CLAIBORNE INC. October 1994 to August 1997

North Bergen, NJ

Merchandising Assistant

Served as a liaison between IS and Outlet staff by troubleshooting and resolving IS issues.

Provided training on interface applications.

Maintained data integrity between multiple AS/400 and Lotus sessions.

Provide strategic information between corporate distribution centers and chain.

Provided vital sales information for efficient operation distribution management.

Played key role in training new employees.

EDUCATION

Diploma in Technical Support 1997

THE CHUBB INSTITUTE

Jersey City, NJ

Bachelor of Science in Business Administration 1993

Major in Marketing

NEW JERSEY CITY UNIVERSITY

Jersey City, NJ

PROFESSIONAL DEVELOPMENT / CONTINUING EDUCATION

CCENT Certification 2012

GLOBAL KNOWLEDGE

New York, NY

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