SUMMARY OF QUALIFICATIONS

Master’s-level IT professional with over five years of technical support as well as web and graphics development experience. Technically astute, with hands-on exposure in all aspects of network administration and security, for local and remote user communities. Proven abilities to facilitate development projects with diverse technical and non-technical stakeholders and achieve desired outcomes.

TECHNICAL COMPETENCIES

Software:

Proficient in Adobe Creative Suite 6 & CC (Photoshop, Dreamweaver, and Illustrator).

Proficient in Microsoft Office, Adobe Acrobat, Google Doc, and Open Office.

Hardware:

Desktops, Laptops, Tablets, Smartphones, Printers, Projectors, Switches

Break/Fix

Basic Networking:

TCP/IP, VPN

Programming Languages:

HTML, CSS, JavaScript, JQuery

Operating Environments:

Windows (XP, Vista, 7, 8, 10), Linux, Mac OS, iOS, Android, Active Directory

Tools & Utilities:

Active Directory, SCCM Imaging, Symantec Ghost, Wireshark, McAfee, Malwarebytes. Microsoft Deployment Toolkit, IBM Security Network Protection. Track-It

WORK EXPERIENCE

1199 SEIU – Access Staffing - Helpdesk Analyst 05/16 – 06/16

Monitored systems and responded to down equipment via ticketing system. Answered and assisted 500+ users in 5 locations across the country

Assisted with installation, troubleshooting, and repair of Audio-visual equipment such as projectors, sound systems, and computer stands

Assisted users giving access to network drives and shared folders

Imaged Microsoft Windows computers using Symantec Ghost

Responsible for connectivity issue resolution of organization’s networked computers

Columbia University – WinterWyman Technology - IT Support Specialist 07/15 - 08/15

Corresponded with client to determine needs for personal academic website

Monitored systems and responded to down equipment via ticketing system. This role consisted of about 5000+ users composed of faculty, staff, and students

In charge of installing, troubleshooting, and maintaining school’s network printers, scanners, and Window computers. In addition to, I was responsible for replacing printers, computers, printers toners, and maintenance kits (HP Enterprise), and peripherals

Assisted with e-room installation, troubleshooting, and repair. These included Audio-visual equipment such as projectors, sound systems, and computer stand

Assisted users register to the school’s printing system

Imaged Microsoft Windows computers using Symantec Ghost

Responsible for connectivity issue resolution of the school’s networked computers

Lehman College, CUNY - IT Support Specialist – College Assistant 02/12 - 07/15

Report to the Technical Coordinator; support approximately 3000+ users composed of faculty, staff and students. Direct installations, updates, and maintenance of the university’s networks; desktops, laptops and tablets; projectors, printers, other peripherals, and IT software

Managed the maintenance and troubleshooting of the network infrastructure in a Windows, Mac, VPN (CUNY portal access) environment with multiple LANS for all routers, wireless routers, switches, workstations, and networked printers

Mac troubleshooting and maintenance: NVRAM resets, power cycling, removing apps, break/fix, disk permissions, software updates, force-quit apps, disk repair utilities, TCP/IP settings, file sharing, safe mode booting, recovery system, activity monitor, Onyx tools

iOS troubleshooting and maintenance: Battery drain optimization, App Refresh settings, optimizing app usage by enabling/deleting apps, connectivity issues such as Bluetooth and Wi-Fi, Syncing app data to phone contacts, mail, calendars

Configure and troubleshoot Android smartphones, ipads, and tablets

Responded to user inquiries in the helpdesk with the use of the school’s ticketing system

Conducted network administration with Active Directory; provided network security and intrusion protection continually monitored traffic and immediately addressing anomalies with an appropriate anti-virus or intrusion remedy

Proactively developed a technical support manual with a knowledge base addressing application software, browsers, connectivity, printer drivers, and other areas greatly improving productivity of the technical staff support team

Personally created a series of databases for tracing inventory, issue histories, and programmed an algorithm for tracking facility equipment logging sessions

Developed curriculums and facilitated staff training on software applications and network security

EDUCATION

DeVry University’s Keller Graduate School of Management

Master of Information Systems Management, May 2015

Related Courses completed: Database Concepts, Project Management Systems, System Analysis, Network Security, Managerial Accounting, Disaster Recovery/Forensic & Security

City College, CUNY

Bachelor of Fine Arts - Electronic Design & Multimedia, May 2010

Related Courses completed: Web/Graphic Design, Programming, and Video Editing.

REFERENCES

Available upon request.

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