IT Support

Objective

To secure a position as a Senior Technology Support Analyst. Possess an in-depth understanding of providing level 1, 2, 3 support and resolving complex technical IT issues. Hold an excellent customer service rapport, great organizational skills, and ability to work well in a team environment. Have extensive analytical skills and ability to contribute to the development of the best practice, policy and procedures within a company.

Skills Summary

Project Management

Technical Trainer

Staff Development

Policy Development / SOP

IT Operations Management

Meeting Facilitation

Excellent communication skills both written and oral.

Help Desk / LAN/ Hardware /Software support

VM Ware / VSphere

Excellent documentation skills

Inventory Mangement / Documentation

Team / Staff Motivation

Develop and enforce technology standards policy

LAN hardware/software administration, design, installation and configuration

ITSM & ITIL Knowledge

Mac OS 10.5 to El Capitan

Diagnosis Hardware & Software Faults

Self motivated and driven to keep my skills sharp and to keep on top of the latest changes and modifications of the most frequently used industry software.

VPN based mobile/remote computing solutions

Cisco programs

Citrix XenApp

Experience

McClatchy Company – Miami Herald

Information Technology Support Analyst Mar 2014 – Present

Level 3 Support technician

Provided support for iGel & Citrix connected clients

Implemented training procedures for local technicians

Lead migration of site from Windows XP to Windows 7

Assisted in migration of from legacy servers to new Windows Servers

Active Directory Management, User onboarding and termination

Assisted in migration of single Cisco VPN to dual authentication VPN via Symantec VIP

Configuration and roll out of thin clients to warehouse environment

Managed and supported the entire Mac environment

Provided 24/7 on call support

Project lead for publishing and special publications

Wrote and maintained multiple tech sheets for local knowledge base

Recommended and implemented purchased assets

Supported and provided data recovery to end users

Supported and configured VOIP equipment

Configured and distributed smart phones to end users

Maintained and distributed loaner equipment

Implemented new support system reducing ticket system by 65%

Developed SLA guidelines for previously undocumented timeframes

Helen Bentley Family Health Center inc.

IT Manager Aug 2008 – Feb 2014

Responsible for day to day IT operation of the company

Pulled daily reports to track and assess trending regarding support issues

Develop, implement and maintain policies, and procedures for network resource administration, appropriate use, and disaster recovery

Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information

Recommend, schedule, and perform network improvements, upgrades, and repairs

Developed training curriculum, policies and procedures

Citrix provisioning

Maintain the availability of the WAN and LAN resources

Researched, evaluated and recommended networking and application solutions within the organization

Recommended, evaluated and purchased IT assets

Maintained all servers, PC’s, Mac’s, workstations and printers

Imaged and prepared pc’s and laptops for distribution to the end-users

Supported and administered mobile computing environment and VPN services

Help Desk / End-user support for hardware, software and Windows XP/7 & Mac OS X

Developed system/network documentation (KB’s) to train and assist colleagues in creating better practice and procedure for local support

Trained all new hires / consultants / interns

Managed backup and reporting systems ensuring the data for our network could be easily recovered

Implement procedures and tracking to ensure quality service with strong emphasis on customer satisfaction

Provided input to CEO on yearly capital needs and maintenance items

Health Choice Network

IT System Analyst Sept. 2006 – Aug. 2008

Provide Server, Network, PC/Workstation administration

Maintain the availability of the WAN and LAN resources in a multi-domain environment

Researched, evaluated and recommended networking and application solutions within the organization

Recommended, evaluated and purchased IT assets

Maintained all servers, PC’s, workstations and printers

Designed and Scheduled weekly backups of network drives and workstations

Imaged and prepared pc’s and laptops for distribution to the end-users

Maintain and create user accounts and policies within Active Directory

Configure/maintain Internet filtering, group policy and security permissions on company workstations and laptops

Supported and administered mobile computing environment and VPN services

Developed system/network documentation, SOP’s and IT policies

Maintained network security policy, addressed server security issues and applied appropriate security patches and upgrades on servers and pc’s

Improved command station uptime 20% by implementing a PC reserve

Implemented guidelines established in HCN MIS consistency policy, support policies & procedures and user code of ethics.

Developed extensive knowledge base to maintain updated documentation on best practices and procedures

Lead monthly MIS committee meetings

Run black book report on a monthly basis for all health centers using medial manager software

Managed “Health Connect in our Schools” project, configured and maintained hardware and databases

Anti-Defamation league

Help Desk Administrator May. 1999 – July. 2006

Designed training program for newly hired technicians

Provide 1st and 2nd level of support to over 800 users and 2 overseas office

Provided training for end users

First level support for all Mac Hardware and Software

Onsite and remote troubleshooting hardware and software

Researched networking and application solutions for deployment within the organization

Provided Tier II support for end users

Install and configure servers in a mixed environment

Track trouble tickets and developed monthly reporting to upper management

Implemented new policy and procedures based on monthly reporting reducing ticket times and repeat tickets by 45%

Configured and maintained Citrix farm

Project management and development of network

Tracked and maintained expenses associated to all IT projects

Implemented asset tracking management

Coordinate Audio Sound Systems, Video & Lighting for large events both locally and nationally

Audio, video & Lighting tech support

Imaged and prepared PC’s and laptops for end-users and for intranet access

Maintained BES and provided Blackberry support to end users

Education

ST. JOHN’S UNIVERSITY

QUEENS, NEW YORK

B.S. Computer Information Systems

References

Available upon request

Contact this candidate