Steven Shapiro

*** ****** ******, ******** *.J. *8840

Phone – 732-***-****, Email – adxjnm@r.postjobfree.com

PROFESSIONAL SUMMARY:

After spending years in the helpdesk and technical support arena, I have garnered a thorough understanding of the technical and business needs of the customer, and the best way to meet those needs. As a hardware and software technical support professional I have a proven track record of superior customer service and the ability to prioritize tasks and issues. All my experience has given me the ability to apply my customer service, troubleshooting and analytical skills in any technical environment

PROFESSIONAL EXPERIENCE:

Investors Bank/Citizens Bank JUL 2013 to May 2023

Senior Helpdesk Support Analyst

Provided support of incoming tickets and service requests to the service desk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end-user issues.

Supported the needs over 1500 of the bank’s branch and back office employees with an exceptional user experience. I was able to meet and exceed all customer service levels.

Resolved all hardware, software and network issues using troubleshooting expertise and research. Issues resolved included multiple bank applications (Connected Teller, Aperio, Nautilus, GFX, Foreign Currency Exchange, Remittance) as well as standard Windows software and Lenovo desktop/laptop problems. Escalated calls to appropriate subject experts when necessary.

Using my extensive experience I was able to handle the most incoming calls (averaged over 40 per day, 90 % First Call Resolution), and utilizing Service Now ticket management system, created the most resolution tickets.

Responsible for continual support of the bank’s many remote users. I made sure their remote VPN access was always operational (RSA Secure ID, Citrix). I also setup and maintained their mobile email and application access (iPhone and Android).

Worked a flexible schedule, including evenings and weekends in order to meet the needs of the bank’s remote users.

Using Active Directory I setup, changed and terminated user access to systems and applications.

Created and maintained process documentation that was used by my colleagues for technical support and as a knowledgebase.

Participated in all onboarding IT setups, configurations and training for all new hires

RCM Technologies OCT 2010 to JUN 2013

Helpdesk/Desktop Support Analyst

•Comprehensive IT support for the company’s over 400 employees and executives throughout the country.

• Troubleshooting and resolving onsite service issues as well as handling all helpdesk calls (Using TrackIt 10) from remote sites.

• Extensive use of Active Directory and Microsoft Exchange Server Administration in creating and maintaining network and email accounts.

• Configured, setup and maintained company’s Windows based desktops and laptops. Performed Windows 7 upgrade to all computers that were utilizing older operating systems.

• Responsible for company’s computer asset management and IT ordering recommendations and order processing. Performed End of Lease refreshes and data migration.

• Provided full support, including setup and maintenance, for users’ smartphones (iPhones and Droids), Blackberries and tablet devices. Managed Wireless phone and data services.

• Configured CISCO VOIP phone system using Call Manager application.

Arch Insurance Company NOV 2009 – SEP 2010

Helpdesk/Desktop Support Analyst

•Provided telephone helpdesk support to over 1000 of company’s nationwide employees with a call volume of greater than 30 calls per day. Used remote access software such a Dameware to perform troubleshooting and resolve problems.

•Supplied desktop support in Jersey City location as well as remote support (Citrix Environment) to other offices around the country.

•Troubleshot and resolved all issues, relating to networking, hardware, software, security, printing, telecom (VOIP), remote access and network connectivity issues.

•Supported user’s Lenovo Desktops, Laptops, Blackberries, IPhones, and other wireless devices.

•Responsible for support to users of Microsoft Office 2007 applications and Windows XP and Windows 7 environment.

Rosetta Marketing JAN 2008 – MAR 2009

Senior IT Support Engineer

I was the sole provider of desktop and helpdesk support for over 100 Windows and Mac users at company's New York City office. (Including the company’s, CEO, CFO, and managing partners)

Troubleshot and resolved all technical issues, by phone and onsite, relating to networking, hardware, telecom (VOIP), software, applications and security, including all LAN/WAN, server, remote access

and network connectivity issues.

Extensive use of Active Directory (creating user accounts) and Group Policies, MS Exchange Server 2003, Secure Client VPN, Blackberry Enterprise Server and RSA-Secure ID Administration, in support of the users.

Comprehensive support of Microsoft Office 2003 and Office 2007, specializing in Word, PowerPoint, Adobe Creative Suite 3, Outlook, Entourage and Web applications and design.

Maintained and performed setup, installation and monitoring of Windows 2003 and Linux servers. Configured setup and serviced all Windows XP and Mac OS workstations. Maintained and configured

Cisco routers and switches.

Worked with IT staff in resolving company wide issues, participated in technology projects and rollouts, and responsible for creating and delivering documentation of problem resolutions

Performed image creation, configuration, and deployment of all new laptops, desktops, peripherals, Blackberries, PDA’s, and video conferencing equipment.

Provided end user training and new hire orientation on standard and company specific applications.

Fedders Corporation, DEC 2006 – JAN 2008

Helpdesk/Desktop Support Analyst

Desktop, laptop, telecom, and application support service at the company’s corporate headquarters, supporting 75 local users, including corporate executives.

Installed and supported over 100 remote users using remote administration software.

Troubleshooting of companies LAN/WAN networking system.

Installed and implemented Global Helpdesk System using Track-it 7.0.

Administered their Avaya PBX Phone and Voicemail System

Using Track-it implemented and maintained company wide IT asset management system.

Setup and installation of all Blackberry devices for corporate officers.

Managed everyday use and maintenance of company’s e-mail system using Microsoft Exchange Server 2003.

Administered and resolved issues with associated end-user workstation networking software products.

Used Ghost software to create images for desktops, laptops and servers.

Determined and documented standard software and hardware configurations as well as performed full pc inventory and software license audits.

Coordinated company wide upgrade of Microsoft operating systems to Windows XP with extended use of Windows Installer.

Setup and maintained tape backup system, using VERITAS Backup Exec 10, and deployment of tapes to offsite secure location.

Pulte Homes AUG 2001 - DEC 2006

IT Support Administrator

Managed IT team that was responsible for all aspects of desktop, network, LAN/WAN and application support services for the New Jersey and New York

region of this Fortune 500 Company, supporting 250 users.

IT team performed installation, maintenance, diagnostics and monitoring of multiple Windows 2003 Dell servers (including a SQL Server). This also included

setting up and maintaining a reliable data and disaster recovery system using VERITAS Backup Exec.

Managed and troubleshot Windows server environment using Active Directory.

1st, 2nd and 3rd level desktop and laptop support in a Windows 2000/XP environment using Remote Desktop software.

Directed team to perform tasks including configurations, installations, upgrades and repairs of PC’s and network printers.

Set up and configured broadband (DSL and Cable) and T1 service to field locations working exclusively with Cisco routers and switches.

Configured wireless remote users with VPN access.

Performed asset management duties (including purchasing of new equipment), hardware and software technology upgrades (Windows 2000 to XP migration), building

and maintaining Ghost images, and monitor trouble tickets and resolved them within the specified SLA.

Configured and installed SMS server for software deployment and patch management.

Installation and support for Microsoft Office 2000/2003 applications including Outlook.

TECHNICAL EXPERIENCE:

Microsoft Office 365 Windows 10/11

Salesforce Mobile Outlook (iPhone and Android)

Helpdesk Ticketing (Service Now, Remedy, Heat, Track-it) Cisco Unity/Voicemail

Active Directory Remote Desktop, Cisco Any Connect

DNS, DHCP, TCP/IP Networking Protocols Adobe Acrobat

Cisco VPN Remote Access, RSA Secure ID MS Teams, Cisco Jabber, Webex, Zoom

Citrix Workspace, Pulse Secure GoToAssist, Remote Control Viewer

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EDUCATION – CERTIFICATIONS - AWARDS:

Brooklyn College

A+ Certification

Microsoft Products Certified Professional

Hardware Certifications: IBM Desktops, Laptops and Tablet PC’s, Hewlett Packard LaserJet Series Printers, Dell Desktop, Servers and Laptops

Client Experience Award – 2017/2018

Internal Survey Excellence Award - 2016

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