Paul G. Brol

**Williamsburg Rd, Pittsford, NY ***34 acz24g@r.postjobfree.com 585-***-****

https://www.linkedin.com/in/paulbrol

SUMMARY

Experienced IT Professional specializing in client support with 25+ years of experience in systems administration, networking support & management, end-user support, H/W & S/W testing. Proven skills include analytical, evaluation, problem resolution, troubleshooting, multitasking, help desk support, product testing, relationship building, and windows operating systems. Known for superior customer service, in-depth understanding of customer needs and requirements or end-user desktop support. I am seeking a fulltime position as an IT support, network support or product testing professional.

PROFESSIONAL ACCOMPLISHMENTS

Provided computer support and service for large number of users

Allowed increased productivity

Installed/tested hardware, firmware, software for wireless routers and PC cards working with IBM, HP, Lenovo, Dell PCs and Macs on multiple operating systems

Increased quality of new products being sold to the public

Increased Company profitability

Provided network connectivity and software testing for multiple software OSs/ hardware configurations for Xerox printers / scanners

Reported software bugs allowing developers to make improvements prior to product release

Developed test procedures, set up and operated test equipment for PCs,wireless routers and wireless cards, performed testing of the products

Allowed development & improvement in products being sold

PROFESSIONAL EXPERIENCE

Specialist – Deskside Support, Sutherland Global Services, Rochester, NY 6/2016–Present

Enable the workforce: Support and maintain technological and security infrastructures. Create documentation

Help others: Relate to customers to remedy their frustration or confusion in resolving issues using Altiris ticketing system

Be customer-oriented: Manage communications and issues

Support the team: Remove obstacles that may be hindering individual and group progress

Keep management updated: Relay important information in the form of timely and accurate reports

Be proactive: Develop trust and professional rapport with employees and team members; work as a team-player

Support corporate technology infrastructure

Be creative and resourceful in finding effective solutions to problems and situations

Service Desk Tech, IberdrolaUSA through Entre Computer Services (contract), Rochester, NY 7/2015–4/2016

Provide level 1 and level 2 phone support for all RG&E, NYSGE and Maine Power employees

Use Remote Desktop, troubleshooting skills, existing documentation and internet searches to resolve user issues

Use Active Directory to change passwords/unlock accounts/ look up user information/group memberships, etc.

Change passwords, unlock accounts, resolve issues for other company used applications

Performed Remote Deskside duties spending more time and skills fixing user’s more complex issues

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PROFESSIONAL EXPERIENCE (cont.)

Windows 7 Refresh Technician Ortho Clinical Diagnostics /Xerox XBS/CoreTech (contract), Greece, NY 3/2015–7/2015

Project: Image, configure, and deploy Windows 7 Lenovo PCs. Install various 3rd party applications. Move user data.

Remove, label and store hard drives from old PCs. Dispose of PC if necessary.

Perform inventory of all existing equipment in multiple sites.

Performed Hypercare Technician duties - Provided some desktop/user support after installation, answering user questions, resolving issues, provided training on Windows7 usage.

IT Operations Specialist, Sutherland Global Services/Randstad Technology (contract), Rochester, NY 12/2014 – 3/2015

Provided Tier 2 onsite desktop support for Dell PCs, Thin Clients, Applications, Printers & Work-at-Home Users

Managing service requests to decrease number of outstanding tickets, improving customer experience & satisfaction

Perform project requests as needed while ensuring the highest levels of service and support for customers

PC Support Technician, Keshequa/York School/Entre Computer (part-time contract), Nunda/York, NY 7/2014 – 12/2014

Managed ticket queue, assisting with trouble tickets by providing desktop support for Dell PCs, MS Office & general business applications improving customer experience & satisfaction

Performed PC (Dell, HP, Apple) & Printer hardware trouble shooting & repair

Project to removed PCs from classrooms, Upgrade hardware and installed Windows 7, Install Chrome Books

Windows 7 Deployment Technician, Xerox Corporation/Comforce (contract), Webster, NY 2/2014 – 4/2014

Project to image/configure/deploy new Windows 7 PCs for all of manufacturing area at Xerox location to bring department up to Microsoft standard support. Collected and disposed of the old PCs saving company money.

Set up printers and perform other configuration options allowing user to perform job functions

Ran script fixes, perform disk cleanups, change IE settings, install software fixes on PCs to increase user productivity

QC Tester/Technician, Xerox Corporation/Randstad Technology (contract), Rochester, NY 12/2013 – 1/2014

Provided feature testing for Mid-Volume All-in-One Printers allowing customer satisfaction of product

Monitored/provided technical guidance to junior technician increasing to productivity

Reviewed and commented on product documentation, wrote procedure documents, updated exiting docs improving overall product documentation and work procedures

Maintained lab servers. Assisted in network server migration project increasing support abilities

Field Service Engineer, Exelis/Synergy Global Solutions (contract), Rochester, NY 4/2013–7/2013, 9/2013–11/2013

Project to install 300+ Engineering Dell workstations project, installing HW & SW increasing engineers productivity

Provided complete Tier 2 onsite desktop support of 3,500+ end users and 500+ infrastructure nodes in geographically separated locations ensuring highest levels of service & support for customers (new computer installs & upgrades, break/fix, virus removal, re-imaging & software installs, hardware replacement, Windows 7 deployment, etc.).

Managed ticket queue & backlog of helpdesk tickets at customer site, increasing user satisfaction and productivity

Created continuity book documentation, detailing step-by-step instructions for installation and troubleshooting to assist other team members

Assisted in equipment deployment, reallocation, ordering and relocation.

Technician, HSBC Bank/Synergy Global Solutions (contract), Depew, NY 8/2013 – 8/2013

As part of a team, assisted in equipment tear down of 100+ PCs, new location staging, equipment re-connection, inventorying and disposal of old equipment allowing the company relocation effort to succeed

PC Deployment Specialist, City of Rochester/Technisource (contract), Rochester, NY 11/2012 – 3/2013

Project: As part of team performed large scale Windows7 HP PC project preparing & deploying/reclaiming H/W of 500+ PCs using SCCM imaging, application installation & configuration and user data transfer bringing departments up to code and allowing increased productivity

Documented procedures to assist other team members in installation and made process improvement suggestions

Decommissioned and documented hardware according to policy, ensuring security of data.

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PROFESSIONAL EXPERIENCE (cont.)

Product Implementation Technician, Highland Hospital/Adecco (contract), Rochester, NY 10/2012 - 10/2012

Project: Perform verification tests on 270 medical devices, upgraded software bringing hospital up to current standards

Help Desk, Constellation Brands/Adecco (contract), Canandaigua, NY 8/2012- 8/2012

Project to assist users with issues after Office 365 conversion, using Remedy Ticketing system

IT Support Specialist, Eagle Productivity Solutions/Burns Personnel (contract), Rochester, NY 3/2012- 7/2012

Responded to computer issues from internal clients ensuring highest level of service and support for customers, resolved issues allowing clients to perform job functions improving customer experience and satisfaction

Signed in/out computer equipment. Performed inventory management

Performed PC installs and moves Software upgrades and software installs. Account management

Resolved hardware issues, configured Blackberries and WebEx video PCs. Tested WebEx sessions

Technical Support Representative, Frontier Communications/Technisource (contract), Rochester, NY 1/2012 – 3/2012

Responded to incoming calls and chats from internal customers across the U.S. and Canada, resolved or escalated issues, generated tickets, allowing new clients to acclimate into environment & all to perform needs

Help Desk Technician – JD Edwards Software, Constellation Brands/Adecco (contract), Victor, NY 9/2011 – 10/2011

Project: Respond to incoming calls and emails, generated tickets in Remedy for customers across the U.S. and Canada

Resolved basic issues with JD Edwards, Insight, Image, Process Management SW, Active Directory issues

Performed JDE/Insight/IPM/Active Directory services allowing all user to benefit and perform daily functions

Managed Service Technician, consilium1, Rochester, NY 8/2010 – 7/2011

Developed and ran Help Desk, provided customer technical support responding to incoming calls and emails; generated Remedy tickets, resolved or escalated i386 PC issues. Generated monthly/quarterly customer reports

Call Center Associate, SunGard Higher Education/Triad Personnel, (contract) Rochester, NY 7/2009 – 10/2009

Project: Provide support/triage for higher education clients across the U.S. Allowing student/facility/staff to use apps

Handled multitude of customer calls per day, resolved 95% without escalation

Network Quality Assurance Associate, Belkin International/Adecco, (contract) Henrietta, NY 6/2006 – 12/2008

Performed manual & automated Quality Assurance, Unit, Integration, Performance & AdHoc testing with system, regression, integration, functional, web, and stress testing for wireless routers (Belkin, Cisco, Netgear, Linksys)

Identified, reported, recorded and interpreted issues and results on multiple OS’s and hardware platforms using DevTrack software following specific test plan procedures & utilized Deployment Center SW for imaging computers

Designed, implemented & updated Test Plans & Procedures

COMPUTER/TECHNICAL COMPETENCIES

Hardware: Cisco switches & routers, wireless routers, GB/100BaseT/10BaseT networks, hubs, cabling, wireless cards, Sun, PC, Mac, FLUKE, Sniffer, Dell, HP, Lenovo PCs and laptops

Operating Systems: UNIX, Windows OS’s including Windows XP, Win 7, Win 10, Server 2000/2003/2008, and MacOS

Applications: Adobe, Active Directory, McAfee, Symantec, AVG, Microsoft Office, Malwarebytes, various browsers, Remote Desktop, Cisco VPN, PCAnywhere, Carbon Copy, Dameware, Wireshark, EtherPeek, FullShot, Deployment Center, Ticket Systems: (DevTrack, HDO5/HDO6, AutoTask, Heat, Remedy, SpiceWorks, Altiris, others), ITSMAP, Microsoft Instant Messenger, Skype, Windows Messenger, ATT Connect, WebCenter, Windows Deployment, SCCM, Altiris

Other: NIS, DNS, DHCP, FTP, TCP/IP, Email, LAN/WAN, CISSP & CCNA Training, Wireless, Network & QA Testing, Test Plan writing,, Network troubleshooting. PC troubleshooting, solving & escalation

EDUCATION/TRAINING

BS in Computer Science, Rochester Institute of Technology, Rochester, NY

Have taken online and in class computer courses while at work and out of work to improve/enhance knowledge

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