Customer Service Technical Support
Resume:
Summary
A motivated IT Executive support professional with an extensive +10 years of business development experience in the Information Systems area for various types of industries. Recognized for team leading and project driving excellence focused on quality service delivery. Diversified in different proactive and security technologies such as Mozy, McAfee, and Sophos. Ability to meet and exceed challenges, and master new technologies combined with people management and customer service skills.
Key Qualifications
Active Directory
Backup and Recovery
Cisco-Telepresence
Executive Support
2003-12 Server Management
MS Exchange 2010
Minor in Project Management
Network Security Administrator
Office 2010 - 365 Proficient
VMWare experience
Mobile Device Management
BA in Information Systems
Professional Experience
Junior Engineer: Soundshore Technology Group, Greenwich Connecticut November 2015 - Present
Consulting and managing STG’s financial and hedge fund clients’ technologies.
Providing 24/7 technical support to business executives in their business and home office.
Maintaining, upgrading, implementing, providing, and supporting network infrastructure (Palo Alto, VPN, DUO, Lumension, LogMeIn, server 2008/12, Active directory GPO and VMWare).
Mobility support and device management for Blackberry, Android, iPhone, and Ipad with BES, MobileIron, and Good for Enterprise.
Documentation, auditing, and updating with most current account and third party support warrantee information.
Technical writing for existing and new setups and procedures.
Backup monitoring with Veritas Backup Exec 2014.
Support for Windows server 2008-2012, VMWare 5.5 and above, Office 365, and Exchange 2010.
Technical Support Engineer: GE Capital and Corporate, Stamford Connecticut January 2012 - October 2015
Ensuring proper security policies are present in workstations with Digital Guardian, McAfee EPO and CA.
Asset management, updating records in APM, tracking workstations using asset tags and proprietary naming convention, and activating assets by assigning to users via AD and LCAM.
Creating\managing user accounts and PC’s workstations. Setup security policies using Active Directory.
Server administrator. Overseen upgrade projects that included SAN switches, HP servers and KVM’s installs.
Managing server VERITAS NetBackup and restore. Monthly install of patches to ensure compliance with Opsware in Windows Server 2000, 2003, 2008, and 2012 32\64bit systems.
Conducting projects that ensured full setup and testing of IT equipment to new locations of over 750 employees throughout GE campus.
Managing and supporting telecommunications including audio\video Crestron equipment, Polycom Systems, Avaya phones, and Cisco TelePresense.
Communicating with leaders and team members about events, policy, and change management procedures to ensure excellent service delivery to the end user.
Distributing of ServiceNow incidents\request tickets throughout the team and ensure resolution of these within SLA time or better. Documenting resolution and communicating with the end user of progress and resolution.
Mobility leader. Managing mobile devices including Blackberry, iPhone, iPad, and Androids. Creating\managing mail accounts through IDM and BES. GOOD for Enterprise, MobileIron with AirWatch mobile security.
Conducting file server, print server, EARL software tracking, and data audits in a monthly bases.
Responsible for ensuring team maintains a zero tolerance defect risk by generating routine compliance checks with respective teams for Digital Guardian, ITAM and McAfee.
On call remote support via WebEx or Juniper and F5 virtual private network.
Mozy Administrator. Responsible for installing and managing Mozy backup on end user’s workstations.
VIP dedicated support for E band Executives with a “white glove” support mentality and attitude.
Hands on Team Lead responsible for supervising a team of 5 to support all infrastructure technology for GE Retail Finance and in new Capital Treasury assignment.
Maintain terminals, install and assist users with Bloomberg Anywhere programs and products.
Participate and conduct weekly and monthly meetings to plan changes, upgrades, audits, reporting, and policy changes or and updates with team, senior leadership, and other IT groups.
IT Project Lead: (Contract) St. Vincent’s Hospital, Bridgeport Connecticut, October 2011 - January 2012
Imaging PC’s using Dell image process through a server.
Properly named computer using asset tags and proprietary name convention.
Moved PC’s to a workgroup and set up security policies using AD.
Installed and configured medical software programs and database web access applications.
Moved and set up PC’s to their new locations, tested and confirmed connectivity, and cable management.
Desktop Support Level 2: Yale University, New Haven Connecticut, Febuary2011 - September 2011
Imaging PC’s using Dell Automated Deployment process (DAD)
Performed Swap process by replacing PC’s and migrating user data.
Encrypt Dell desktops, Dell laptops, Mac desktops and Mac laptops with PGP. (HIPAA Project)
Email migration from Thunder Bird, Apple Mail, Eudora, and other email clients to Office Outlook 2010.
Set up and configured VMWare and Cisco anyconnect on PC’s and Mac systems.
Responded to help desk and deskside support calls, resolved and updated tickets using HPSM.
Proactive Support Specialist: Yale New Haven Health, New Haven CT, November 2010 - January 2011
Responded to help desk calls resolved and updated tickets using remedy system.
Performed imaging with SCM and other programs for healthcare computers.
Troubleshoot wireless internet and server connectivity issues for PC’s and C.O.W. systems.
Experience managing Active Directory.
Responded and promptly solved real time reported issues by end users on the spot.
Field Technician: Geeks-On-Site, (Based out of Miami Florida) June 2010 - January 2012
Analyze and troubleshoot various PC issues for residential customers.
Perform, upgrade and maintain hardware/software installations.
Build and Set up wired and wireless SOHO networks.
Configure networks router and PC system security.
Install peripherals including printers, fax machines, scanners, and smartphones.
Provide customers with education, options and recommendations for their technology needs.
Independent IT Contractor: Self Employed, Bridgeport Connecticut, 2003 - June 2010
Custom build PC’s for gaming, picture, and video editing.
Work on call, answer, troubleshoot and fix customer issues with their devices.
Set up, configure, upgrade and troubleshoot windows 95, 2000, XP, Vista, Windows 7, and Linux.
Build PAN, LAN and WAN in home or business.
Configured networks with devices like Blackberry, IPhone, and HTC droid phones.
Troubleshoot and Manage HP, Brother, Ricoh, and Cannon printers, fax machines, and scanners.
Monitor and removal of system malware and viruses with Symantec and Microsoft Security Essentials.
Troubleshoot and managed systems with MAC OS X, and Linux OS computers.
Use of maintenance software like Spybot, CCleaner, Adaware, Malwarebites, PGP encryption and more.
Install, configure and maintenance of Microsoft Office suite 2003, 2007, 2010, and 365 (2011 for Mac).
Backup systems data with Tivoli Storage Manager on Managed workstations.
Additional Experience
Account Executive: Net piqué LLC, (Based out of Palm Coast, FL) 2007-2009
Networked and conducted calls that lead to new customers.
One of the top field representatives that continuously exceeded quota by an average of 120%.
Independent Contractor: SZ Enterprises LLC, Orange, CT, 2004-2007
Provided door to door sales and customer service.
Demonstrated and built value of products leading them to a sale close.
Managed and administered office and staff daily activities.
Managed and configured Windows XP PC’s, Brother Laser jet printers, and Microsoft Office 2003 suite.
Education
Goodwin Institute College, Milford, CT
A+, Network +, and Project + CompTIA Courses and Certification
Ashford University, Clinton, IA
Bachelor of Arts in Business Information Systems and a Minor on Project Management
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