Support Data
Resume:
Glenn Frazer
*****@*******.***
Objective:
To obtain a position in Tech Support, PC Refresh deployments, software migration and data transfers.
SYSTEMS
Operating Systems:
Extensive knowledge and experience with Microsoft based operating systems XP, Windows 7 and 8 as well as UNIX and LINUX.
Software Application:
SCCM,TEM, Microsoft Office Suites 2003, 2007, 2010, 2013, 365, CITRIX, VMware, Norton Ghost, remote assist applications, anti-viruses / anti-spyware solutions.
Hardware:
DELL Optiplex, Precision, Lattitude, HP Elite Desk, Elite Book, Lenovo ThinkCentre, Thinkpad PC/laptops, POS, printers, maintenance and upgrades, break/fix, data migration, data recovery, HP & XEROX Multi-function printers/copiers.
Networking:
Knowledge of LAN, WAN, wireless networks as well as VOIP telephony environment.
EDUCATION
Bachelor of Engineering in Electrical Engineering
City College of New York
PROFESSIONAL EXPERIENCE
Free Lance Tech Support 04/2015 – Present
Tech Support
PC Refresh project for SSA, CHASE branches, Hilton Hotel (server / client)
Deskside support for Mundo TV
Disconnect / Reconnect project at NY Life
IMAC services for Union Bank new hires
Break / Fix dispatch for various enterprise companies (AIG, FOX networks, NYS Insurance Fund)
Deployed various VoIP phones (Polycom, Avaya, CISCO) on desk, updated firmware and configured.
HP Printers installs at Brooklyn Public Library and DHL.
Installation of various POSs and peripherals (pin pads, scanner, cash draws, card reader) at various retail outlets; Mrs. Fields, Jo Malone, Target, FOSSIL, Jo Malone, the Company Store, Kate Spade, Lucky Brand and boutique shops
Amerigroup / Wellpoint NY,NY 8/2015 – 9/2015
Migration Tech
Migrated end users’ desktops / laptops in evening and provided day1 desktop support
Reconfigured LYNC with latest data for operation.
Ensured end users logged in properly, mapped printers, mapped drives, data migration
Ensured Outlook operation and reviewed Outlook delegation and signatures.
Compucom @ RECALL Brooklyn NY 02/2015 – 03/2015
Level II Tech Support
•Unboxed laptops and activated WINDOWS 7 and WORD (Outlook 2010).
•Staged PCs with local software and updated drivers for laptop docking station and dual monitor configuration. .
•Mapped printers and network drives.
•Resolved CITRIX problems; end user log in, saving and printing documents.
•Built patch cables as well as terminated Ethernet cables on patch panel.
•Updated firmware and configured CISCO IP Phone 7961.
Configured end user’s iPHONE to receive corporate email
FOX Network / YES Networks NY, NY 12/2014 – 1/2015
Deskside Support Tech
Unboxed PC and imaged via SCCM.
Staged PC with FOX applications software and replaced end users PCs.
Data migration using backup and restore script
Verified end users mapped drives, printers, LYNCs IM and Outlook.
Reviewed Outlook signatures and delegations
Reported completed work in Service Now ticketing system
Morgan Stanley - New York, NY 10/2013 - 3/2014
Migration Technician
Reviewed Pivot Table spreadsheets for data integrity and validity
Utilized proprietary software to package and assign applications for end users transferred from one domain to another as well as XP to WIN7 migration.
Utilized Windows PowerShell to validate end user’s application assignments.
Reviewed printer’s trouble ticket closures and designated classifications for post ops reviewed.
Utilized SCCM for application packaging and assignment.
J.P. Morgan Chase - New York, NY 11/2012 - 9/2013
Break Fix Technician
Provided desktop support (remote and in person) to end users reducing trouble ticket queue
Configured / reconfigured Blackberrys, iPHONEs and iPADs
Imaged desktops / laptops for WIN7 OS thru FLASH drives and/or network build
Applied software patches and encryption software : Bitlocker, Symantec Endpoint Protection
Utilized Active Directory to create users, assign passwords and grant permissions.
Troubleshoot and diagnosed desktops and laptops failures
Installed DEVON and CISCO thin clients on hotel desktop cubicles
Deployed desktops / laptops for new users as well as decommissioned desktops / laptops after employee departure
Followed chain of custody procedures for Hard Drives that required legal holds
Installed CISCO Tandberg and associated A/V equipment for desktop video conferencing.
Healthplus / Amerigroup - Brooklyn, NY 05/2012 – 07/2012
Desktop Support
Installed and configured CITRIX client as well as 3rd software applications associated with health insurance
review and approval. Installed and configured Symantec Norton Antivirus, MS Office 2007/2010, Malwarebytes, Ad-Aware and CCleaner.
Removal of Trojan Horses, Worms, Rootkits, Spyware and malicious Adware.
Provided technical assistance and email migration for members using Office 2007 / 2010 and Outlook 2007 / 2010.
Installed and troubleshoot Network Printers, video cameras, microphones and all other peripheral devices.
Troubleshoot and change all hardware components including; hard drives, RAM, video cards, sounds cards etc.
Recorded progress on a daily basis via trouble ticket system.
In Source - New York, NY 03/2012 – 5/2012
Technical Lead
Unboxed, staged, imaged PC desktops for Tellers and Platforms.
Consulted with teleconference bridge progress as well as site specific incidents.
Advised local management process and requested local resources to validated newly installed PCs.
Provided next day support to resolve any problems for prior day activities.
Brooksource - New York, NY 04/2011 – 03/2012
Technical Lead
Unboxed, staged and imaged HP, Lenovo and DELL desktops and laptops utilizing flash stick and network.
Unboxed, staged and installed DEVON thin clients on users desks.
Updated Sharepoint (real time) on deployment progress.
Provided next day client technical support for Network and Internet Access.
Advantage Resource, NY, NY 11/2009– 4/2012
Tech Support
•Unboxed, staged and installed PCs, peripherals and printers for NY and NJ Senate Offices.
•Installed and configured HP printers for Pfizer, SunGard, QLIMG, Novartis, PWC.
•Provided PC Refresh for Knights of Columbus agents at home including data migration,
Lotus Notes replications and WiFi Configurations.
•Installed and configure POS for Mrs. Fields store front within Atlantic Terminal.
•DELL PC refresh for Wilson Elser utilizing DELL data migration script.
•Provided Xerox Data Collection for numerous entreprise clients.
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