Customer Service Help Desk

SUMMARY

Hands-on knowledge of software and hardware; more than 15 years experience in the field.

Infectious enthusiasm for systems; gifted and inspiring PC mentor.

Exceptional ability to quickly master new software and apply its full range of capabilities.

MS Office expert

Windows MCSE, MCP ID # 2517933

EXPERIENCE

ADTECH US, Inc., New York, NY

Sales Engineer Oct 2007 – Aug 2008

Managed and acted as client advocate for over 40 million impressions per month

Developed and grew pre-sales guidance to sales force with product knowledge and enhanced presentations

Actively migrated multiple new clients from competitors’ products with a personalized design of network

JM Huber Corporation, Edison, NJ

Email Migration Consultant Jun 2005 – Aug 2007

Strategized and performed all end-user expectation setting and instruction

Architected resource planning from GroupWise 6.5 to MS Exchange and Outlook

Built multiple levels of support for the enterprise for new mail and directory systems

Utilized Quest migration tool in direct involvement of over 1000 domestic mailboxes

Young & Rubicam Brands, New York, NY

Technical Trainer Feb 2004 – Jun 2005

Acted as third-level support for nationwide user technical services organization

Facilitated rollout of new corporate portal and directory services

Coordinated deployment of enterprise-wide time billing and travel & entertainment expense reporting systems to over 1600 users

Independent Contractor Dec 2002 – Mar 2004

Performed deployments and systems conversions at varying levels for several firms, including:

Morgan Stanley (New York and Purchase, NY) Migrated over 1000 desktops from Windows NT to Windows XP

United Commercial Bank (San Francisco, CA) Support for recently acquired branch in Brooklyn, NY; rollout of Windows XP desktops

Kreisler Industrial Corporation (Elmwood Park, NJ) Network design, cabling, server builds, workstation maintenance, anti-virus deployment and management.

Weber Shandwick Worldwide, Campbell, CA and New York, NY

Vice President, IT Training and Support Feb 1998 – Dec 2002

Originally hired as Help Desk Manager and a staff of two, my final position encompassed server-side support for 11 profit centers and six direct reports.

The design of standardized desktop and mobile computer software images was subject to my final approval and the daily stimulation of the technical aspects of maintaining a WAN for the various sites was quite welcome. Additionally, my participation in strategizing global operations was a worthwhile challenge.

Some of the other functions and accomplishments include:

Architected Microsoft domains, including Exchange Server

Managed deployment and conversion of directory and mail systems during multiple mergers and acquisitions

Provided second and third level support in a Workstation and Windows Server environment

Developed best practices in LANDesk, Citrix MetaFrame, RSA and MS Exchange systems administration

Implemented automated Help Desk (HEAT) on MS SQL Server for international operations

Acted as System Administrator for flagship product of MediaMap; managed international deployment

Developed and managed procedures for large pools of loaner equipment

Alliance Funding Company, Montvale, NJ

Custom Course Developer and Systems Training Analyst Sep 1995 – Nov 1997

In addition to classroom and individual instruction, other responsibilities included:

Leading the pilot project in migrating cc:Mail users to Lotus Notes 4.5

Implemented Web publishing procedures and administration for high-level users

Training and implementation of a Help Desk

Migrating over 500 employees from a mainframe environment

Marchette Micro Systems, Inc., West Caldwell, NJ

Corporate Training Specialist Dec 1987 – Sep 1995

Conducted computer application platform training. Ongoing per diem assignments for Fortune 500 clients.

All popular PC based applications supported.

Hardware and software installation and troubleshooting, as necessary.

Included on-site classroom training at the Dime Savings Bank of New York and the American Institute of Banking, Greater New York.

OTHER EXPERIENCE

Fitness Background:

Kaplen JCC, Tenafly, NJ

Fitness Trainer Jun 2009 – Present

Performed general fitness, weight loss, flexibility and strength training, quickly developed new clients and averaged 25-30 sessions per month

New York Mercantile Exchange, New York, NY

Personal Trainer Jun 2010 – Jan 2012

Formulated fitness assessment program for all new members

Modeled with military precision new opening, closing and midday shift procedures

Implemented these best practices for floor trainers

Private Practice

Fitness Trainer Feb 2006 – Present

Provided group, individual and ad hoc fitness and strength training. Quickly grew business from six clients to more than a dozen in under a month.

EDUCATION

The University of Texas, Austin, TX

Majors: Biology, Chemistry, Zoology.

GPA: 3.30

Ramapo College of New Jersey, Mahwah, NJ

Majors: Biology, Mathematics.

GPA: 3.60

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