Ray Floyd Sr.

ad3uy1@r.postjobfree.com

** ******** ****

Willingboro New 08046

SUMMARY:

Technical Support Analyst with extensive experience providing hands-on support, analytical and troubleshooting, break-fix talents in desktop and networking support of hardware, software issues.

Strong focused on the customer’s IT support needs addressing their problems until resolution.

Skilled in application and end user support.

Windows Migration Windows 7, To Windows 10 desktop/laptop & PCs. Deployment

Lead technician experience working closely with project managers ensuring company SOP, directives, and efficiencies are maintained and met.

Support for users service request and keeping track of completed service requests with Remedy ticketing systems.

Support for users with (MacOS & iOS) laptops and desktops install MacOS 11.7.10 Big Sur troubleshooting mac issues hardware and software.

Total Years of Experience 35years

EDUCATION:

Philadelphia Wireless Institute,

Associate Degree in Electronic Engineering Technology

October-1983-October-1985

Certificate of Completion

Network Learning Institute, Nov 2017-June 2018

MCSA Server 2012 w/Cisco CCENT&CCNA

PROFESSIONAL EXAMS & TRAINING:

Microsoft Certified Professional

410: Installing and Configuring Windows Server 2012

411: Administering Windows Server 2012

A+ Certification Comp TIA

TECHNICAL SKILLS:

Microsoft Office 2013, 2010, 07, 03.

Windows 10, 8, 7, Vista, XP

Windows 2003,2K Server/Professional

Windows NT 4.0 Server/Workstation

Active Directory/Vpn/RSA-Token

Remote Desktop, Cisco connect anywhere

Customer facing experience

Windows Migration XP to Win7

Ethernet Product and Network Knowledge

Ordering and Provisioning Process

TCP/IP, IP/Printing, Inventory Management

SharePoint, Active Directory

PROFESSIONAL EXPERIENCE:

Arraya Solutions on site at Cenlar Nov-2021 to Present

370 Scotts Road Ewing New Jersey 08628

Title: End User Support Analyst II.

Job Overview:

Assisting desktop and laptop users with hardware and software related issues and remote support

Responsibilities:

Desktop support to resolve end user issues related to Hardware, remote support, Systems & Applications.

Complete troubleshooting documentation of all problems into the IT Works ticketing system & escalate issues as needed.

Specialty Cenlar - Commercial products analysis Manage IT hardware inventory, setup new workstation computers and troubleshoot as needed.

Assist remote users with network, application and system related issues on & off site.

Active Directory adding users to groups and group policy, reset passwords, sccm use for software installs and database Inventory hardware software and users.

Vpn cisco connect support assist users.

Support phones and cellular phones such as: Avaya IP Phone System, iPhone, etc.

Work with IT and QA Dept. to develop new and/or review/revise existing SOPs as needed to meet the laboratory current best practices and procedures in accordance with cGMP and cGLP.

Assisted Project management with leading team by tracking stats, response time, and triaging of multiple issues.

Reported and worked closely with lead to ensure management directives, company standards, and work assignments were completed.

NTT-Data on site Grupo Bimbo Aug 2021-Oct-2021

255 Business Center Dr. Horsham PA 19044

Title: Desktop Support Lead (Contract)

Job Overview:

Assisting desktop and laptop users with hardware and software related issues and remote support

Responsibilities:

Desktop support to resolve end user issues related to Hardware, remote support, Systems & Applications.

Complete troubleshooting documentation of all problems into the IT Works ticketing system & escalate issues as needed.

Specialty Bimbo Portfolio - Commercial products analysis Manage IT hardware inventory, setup new workstation computers and troubleshoot as needed.

Assist Sales and remote users with network, application and system related issues on & off site

Support phones and cellular phones such as: Avaya IP Phone System, iPhone, etc

Work with IT and QA Dept. to develop new and/or review/revise existing SOPs as needed to meet the laboratory current best practices and procedures in accordance with cGMP and cGLP

Lead a team of 5 technicians ensuring that calls, escalated issues, and inquiries were being met.

Ensured agents processed tickets, met standards of company, and communicated with project managers for reports and stats for technicians.

Aurobindo Pharma May 2021-Augest 2021

2400 Route 130 North Dayton, NJ, 08810

Title: Desktop Support Lead (Contract)

Job Overview:

Assisting desktop and laptop users with hardware and software related issues.

Responsibilities:

Desktop support to resolve end user issues related to Hardware, Systems & Applications.

Complete troubleshooting documentation of all problems into the Spiceworks ticketing system & escalate issues as needed.

Specialty Pharma Portfolio - Commercial products analysis Manage IT hardware inventory, setup new workstation computers and troubleshoot as needed.

Assist Sales and remote users with network, application and system related issues on & off site

Support phones and cellular phones such as: Avaya IP Phone System, iPhone, etc

Work with IT and QA Dept. to develop new and/or review/revise existing SOPs as needed to meet the laboratory current best practices and procedures in accordance with cGMP and cGLP.

Lead team of 6 agents monitoring their tickets, performance, and workflow was being met while assisting with escalated requests.

Spearheaded projects as team lead for migrations, software, and hardware delegations are met while meeting with project management team to track progression and success.

Qualifications - Skills & Requirements:

Operating systems: Windows 7/ Windows 10/ Windows 2008/2012 Server. Strong documentation skills. Strong understanding of network topology, Active Directory and vMware is a plus Industry certifications such as: A+, Network+, MCSE/MCP, CCNA is a plus

Nazareth Hospital, Philadelphia PA Jan 2019-April 2021

Technical Support Analysts - Tier II

Windows Migration Windows 7, To Windows 10 desktop/laptop & PCs. Deployment.

Used Active directory to create, add, change, assign users rights to accounts in group policy.

Assisted staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment, and software, Zenworks V2, Meditech, 365Office, inpervita, pacs viewer, backup & restore users’ data to network share drive, map users network printers.

Worked with vendor support contacts to resolve technical problems with desktop computing Equipment and software.

Ensured desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

Worked with procurement staff to purchase hardware and software.

Other duties as required Troubleshooting basic network, software, printing problems.

Comp-U-com Paulsboro NJ July 2018-Dec 2018

CONFIGURATION Technical Analysts (Contract)

Provided configuration for comp-u-com Ameriprise account, This consisted of but not limited too; configuration and installation on dells, Lenovo, surface pros, installed Image Builds for Windows 10, setup user profiles.

Added users to various groups in active directory verify RSA token has been created for new hires, logon into Windows as user to verify user account and all application are functional, such as MS-Lync, Outlook, Online Archive folder is present, import and install RSA token from RSA console, configure and test cisco any connect VPN client to assure it was working correctly.

Freedom Mortgage Corporation - Mount Laurel, NJ Sept 2015 – Aug 2017

Technical Support Analysts - Tier I

Provided functional and technical support, troubleshooting, and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems.

Provide first tier technical support and incident management for Freedom Mortgage Corporation and employees; handle escalated technical problems from help desk support.

New Hires for freedom mortgage, configure and setup desktops and laptops computers. This consisted of but not limited too; Moved computers into the correct Organizational Units, add users to various groups in active directory verify RSA token has been created for new hires, logon to windows as user to verify user account and all application are functional, such as SharePoint, MS-Lync, Outlook, Online Archive folder is present, import and install RSA token from RSA console, configure and test cisco any connect VPN client, link all equipment to CI’s to employee management tickets and assign asset to CMDB.

Image laptops and desktops for IT onsite stock.

BMC Client Management used to push various applications remotely down to associates’ laptops, desktops, such as I3 Clients, adobe acrobat reader, MS-office 2013 etc.

Inventory asset management.

Inventory and asset tag all desktops, laptops, printers, docking stations, and monitors. Purchase by freedom mortgage, and enter into footprints cmdb.(Configuration Management Database)

Provide the business knowledge and technical skills to support Windows and Apple Clients; act as a technical liaison with the Security and Development teams to evaluate and Report bugs.

Towers Watson, Mt Laurel NJ May 2014 to Sept 2015 IT Support Specialist

Image Builds Windows 7 Enterprise, for desktops\laptops PCs.

Remote Image Builds via Vpro\ Remote Desktop Manager\VNC Viewer Plus

Assist staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment, and software. Lotus Notes, MS Office 2013, Asset Management Database Entry, Projects.

Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

Works with procurement staff to purchase hardware and software.

Other duties as required Troubleshooting basic network, software, printing problems, hardware Installs Customer Support.

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