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Support Customer Service

New York, New York, United States
January 23, 2017

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Pedro Susana

* ****** ***** - *********, ** ***** - (H) 201-***-****, (C) 917-***-**** SKILLS

• Certifications: CCNA [ID: CSCO12742091], CompTIA Network+ [ID: COMP001020562230], ACMT (Apple Certified Macintosh Technician) [ID: USART212]

• Server Operating Systems: Windows NT/2000/2003/2008 R2/2012, Mac server OS X

• Server Applications: Exchange 5.5/2003/2007/2013 server, Active Directory, Blackberry Enterprise server, ARCserve IT/2000, Veritas Backup Exec 8.6/9, Cisco Unified CM console, Cisco Unity Connection Administration, Norton Antivirus Enterprise, Symantec Endpoint Protection

• Desktop Operating Systems: Windows 95/98, NT Workstation, Windows 2000, Windows Vista, Windows 7, Windows 8/8.1, Mac OS X

• Smart Devices: iPad, iPod, Android Tablets, Windows Surface, Palm, iPhone, Android phones, Blackberry, Windows phones

• Applications: Microsoft Office suite (windows and Mac), Adobe Creative Suites and Creative Cloud, Norton Ghost, PC anywhere, Norton Antivirus

• Networking: Cabling cat 5/5e/6, patch panels, routers, switches, installing and configuring software based firewalls, TCP/IP, DHCP, DNS, WINS, VPN, FTP, HTTP, 802.3, 802.11a-n, VOIP, IP Routing, VLANs, VTP WORK EXPERIENCE

IS Manager

Columbia University Medical Center, Department of Urology - New York, NY - December 2014 to Present

• Oversee installations of software and hardware

• Purchase hardware and software

• Contribute to organizational policy regarding quality standards and strategic planning

• Evaluate user needs and system functionality and ensuring these needs are met

• Obtaining competitive prices from suppliers, to ensure cost effectiveness

• Scheduling upgrades and security backups of hardware and software systems

• Guaranteeing the smooth running of all IT systems

• Offering users appropriate support and advice

• Managing crisis situations, which may involve complex technical hardware or software problems

• Keeping up to date with the latest technologies

Senior Desktop Systems Analyst

frog design, inc. - New York, NY - November 2011 to December 2014

• Responsible for all IT support needs in New York studio.

• Provide support for all C level personnel, Executive management and Creative Directors based in NY studio.

• Provide network, server, telephone, audio/visual, video conferencing and desktop support to 100+local users.

• Remote support for users using Apple RDC and TeamViewer.

• Supporting six distinct group of users in a mix Mac and Windows environment with varying degrees of experience, knowledge and technical needs.

• Administer Windows 2008/2012 servers running file & print services.

• Work closely with Server, Network and Application support groups to resolve problems for our users and clients.

• Manage network user accounts, groups and resources using Windows Active Directory.

• Create and manage Exchange mailboxes for new and existing users.

• Manage Cisco Unity Connection web client to create/manage VOIP accounts and voicemail boxes.

• Configure and deploy Cisco 8945 VOIP desk phone sets.

• Work with IT Procurement to purchase equipment, software, peripherals, etc. using purchase requests.

• Worked with IT procurement manager to establish hardware standards for the company.

• Setup and manage conference room equipment such as Polycom phone units, ceiling mounted LCD projectors, LED projection screens, AV equipment and LifeSize video conferencing system.

• Develop and maintain comprehensive documentation, including: operations guidelines and procedures, inventory checklists and spreadsheets, deployment guides, orientations guides for new hires, training guides and support material.

• Facilitate equipment, services and software purchases and implementation; and manage inventory and licensing reconciliations. Conduct research and make recommendations on hardware and software products, services, protocols, and standards.

• Responsible for cabling and patching at network switch.

• Maintain computer equipment and software licensing inventories.

• Plan and manage testing and deployment projects for all new software packages including most recently: Windows 8/8.1, Adobe Creative Cloud/Creative Cloud 2014, MS Office 2013.

• Support of Cisco VPN client on Windows and Mac OS.

• Support for email clients: Outlook, Entourage, Mail and Outlook Web Access.

• Support of mainstream application packages including: MS Office, Adobe Creative Suite and Creative Cloud, OmniGraffle, MS Project and CAD Applications (Rhino, Vray, Wildfire ProE, Keyshot)

• Work with Altiris Helpdesk for trouble ticket management.

• Support SAP, FileMaker Pro, SharePoint, Confluence, and WebDav applications.

• Install, create, and manage VMWare virtual machines.

• Manage Mac OS server for imaging, and as software update server.

• Managing provisioning portals for Arkadin Teleconferencing and WebEx Web conferencing services. Systems Analyst

Columbia University Medical Center, Center for Interventional Vascular Therapy - New York, NY - February 2005 to November 2011

• Provided desktop support for The Center for Interventional Vascular Therapy servicing around 200 users.

• Troubleshooting and addressing all email, network connectivity, hardware, software, and printing issues on Windows and Macintosh computers.

• Support for Exchange clients on Outlook Professional and Outlook Web Access.

• Installing and configuring computers, printers and various hardware devices.

• Utilization of Symantec Ghost from a dedicated server and DVDs for imaging computers locally; using multicast for imaging various machines simultaneously.

• Support of various handheld devices including iPhones, Blackberry’s, and Windows phones.

• Acquiring IP address for various devices (PCs, Macs, laptops, printers) for TCP/IP network connectivity.

• Data transfers, data recovery from deleted documents, formatted hard drives or virus affected documents.

• Supporting workstations in a Windows 2003/2008 Active Directory.

• Installing and configuring operating systems (Windows 2000/XP/7, Mac OS 9.X/10.x), applications, email programs, corporate calendars, anti-virus, VPN, host intrusion detection software, ad-aware and spy-ware combatant software.

• Troubleshoot network connectivity issues, determine source of problem & take proper steps to correct it.

• Remote and physical support for users at two offsite locations.

• Maintain computer equipment and software licensing inventories.

• In charge of purchasing equipment, software, peripherals, etc.

• I was lead on two projects involving the creation of two off site locations. Systems Administrator

SunAmerica Asset Management Company - Jersey City, NJ - October 2000 to February 2005

• Responsible for support of about 400 users.

• Users supported included Executives, Trade desk, new accounts reps, and customer service reps.

• Responsible for maintenance and administration of Exchange 5.5 server.

• Blackberry Enterprise Server management.

• Manage backup of servers using ArcServe IT attached to external Dell Powervault 110T DLT.

• Maintained data and recovery documentation as well as procedure.

• Acted as mentor and senior to two desktop technicians who moved into the position from other departments.

• Responsible for maintenance and administration of servers running Windows NT/2000/2003 server software.

• Install and configuration of operating systems (Windows NT/XP/2000/Vista), applications, email programs, anti- virus, VPN, ad-ware and spy-ware software.

• Administration and maintenance of Sybase SQL database.

• Utilization of Symantec Ghost for imaging of machines.

• Support of RIM (Blackberry) devices.

• Support of remote users via telephone assistance. Systems Analyst

Royal Alliance Associates a Sun America Company - New York, NY - August 1998 to October 2000

• Responsible for support of about 200 users.

• Provide support for all C level personnel including Executive management.

• Responsible for maintenance and administration of a Kodak Imaging System.

• Made edits on imaging server for new accounts forms recognition fields.

• Responsible for maintenance of Bell & Howell 3338/6338 Scanners used in conjunction with imaging system.

• Helped manage and administer file servers running Novell Netware 3.x/4.x and Windows NT 4.

• Responsible for daily backup of Imaging System and Windows NT server.

• Support of workstations using Windows 95 and NT operating systems.

• Installed and configured application software on desktop and portable PCs.

• Contacting outside vendors for supplies and services. EDUCATION

BS in Information Technology

University of Phoenix - Englewood, NJ

Major in Computer Science

NYACK College - New York, NY


Apple ACMT Certified # USART212

CompTIA Network+ Certified # COMP001020562230

CCNA - Cisco Certified Network Associate # CSC012742091 ADDITIONAL INFORMATION

Languages: Spanish and English.

Extra-curricular activities: Deep interest in the Deaf Culture, as well as Children’s Developmental Issues, Advocate for the March of Dimes, and the Juvenile Diabetes Fund. Mixed Community/charity work.

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