Technical Support Specialist

Professional Summary

Technical Support Specialist leveraging more than 20 years of experience in field service, network administration, system installation, and software and hardware troubleshooting to convey high-quality IT assistance to both internal and external users. Energetic problem solver utilizing interpersonal, listening, and communication skills to understand issues, answer questions, and explain solutions. Adaptable team player with a proven track record of learning new software, systems, and roles. Detail-oriented professional applying time management and organizational abilities to complete projects within deadlines in fast-paced and high-pressure environments.

Areas of Expertise

Technical Support

Customer Service

Facilities Management

Network Administration

Technical Troubleshooting

Active Directory

System Installation

Disaster Recovery

Project Management

Professional Experience & Accomplishments

Lynker-NOAA- Gloucester Ma Contract position 04/2024 – 11/2024

IT Helpdesk

Onboarding new NOAA employees

Laptop imaging and software configuration of new systems

Supporting internal and external employees IT issues

Troubleshooting NOAA proprietary software and supporting fisherman

Rousselot – Peabody, MA 03/2015 – 11/2023

IT Specialist & Network Administrator

Oversaw IT functions and facilities management for the Peabody plant as well as technical support for two other sites, handling ShoreTel IP phone management, monitoring computer and user accounts in Active Directory, and conveying laptop, desktop, and printing assistance for over 100 on-site users.

Managed wireless devices across all three sites, effectively directing vendor oversight with Sprint, T-Mobile, AT&T, and US Cellular to sustain effective services.

Headed systems maintenance for software and hardware spanning controlled entry, NVR video, time and attendance, quality, collaboration, financial, asset tracking, inventory, CRM, video conferencing, VoIP, paging, remote access, support, backup and recovery, antivirus, Citrix, and others as needed.

Spearheaded various facilities upgrades and increased IT support capabilities including implementing a Matrix Badge Security system and installing 20 IP security cameras to bolster security.

Monitored VMware servers and performed backups with Veeam, safeguarding disaster recovery.

Initiated analysis of network needs and contributed to the design of network architecture, integration, and installation; installed and maintained local area network (LAN) hardware and software including servers, peripherals, network nodes, terminals, and wiring.

Assisted in providing senior management with process verification and data analysis services with the Wonderware Historian System.

Deployed and managed Arista Thin Client Microbox via ThinManager

Alchamey company mandated GMP training monthly

Custom Computer Specialist – Hauppauge, NY 07/2013 – 06/2014

Network Engineer – New England

Performed a variety of IT and technical support tasks including setting up and configuring new Windows 7 laptops and desktops, resolving hardware and software system issues both on-site and remote, and conducting network administration.

Monitored client switches, routers, servers, and UPS devices using Kaseya Network Monitor across all of New England.

Escalated communications and troubleshooting to engineers for further support and assistance.

Professional Experience & Accomplishments Continued

The MENTOR Network – Boston, MA 07/2012 – 07/2013

Systems Engineer & Level III Support

Provided virtual system support for clients using VMWare vSphere and Citrix Delivery services, effectively managing virtual machines in both production and development environments; delivered 3rd level escalation support for helpdesk for both laptops and desktops.

Maintained and updated laptop and workstation Windows 7 systems with Symantec Ghost.

Managed remote software installations and asset control of over 6K systems throughout the United States using the Altiris Symantec Management console.

Conducted WebEx training sessions for users on installing and using Citrix MyDesk virtual desktops.

Supervised the active directory group of user accounts using ADManager Plus and csv files.

CGI Information Systems – Andover, MA 09/1997 – 11/2011

Information Technology Field Service Engineer

Delivered on-site and remote hardware, software, and network support for more than 5K users across the United States, administered networks for local and remote user accounts, and facilitated technical support spanning LAN connectivity, network printing, and issues related to PBX and VoIP.

Oversaw a project to enable remote work by configuring 250 new Windows 7 laptops, performing voice-over IP configuration and disk encryption, and creating remote-access Citrix accounts and security procedures; generated significant cost savings through footprint reduction.

Conducted market analysis, identifying current industry guidelines and recommending appropriate process improvements to update standard operating procedures (SOPs) and protocols.

Acted as a team leader, training new IT staff in best practices and corporate policies.

Ghosted, configured, and deployed new laptops, printers, cell phones, and other wireless devices.

Led a comprehensive hardware inventory project across the US, using Trackit for inventory control.

Previous Experience

Kurzweil Applied Intelligence – Systems Integration Specialist

Inmagic Software Corp – Senior Product Support Technician

Personics Corporation – Product Support Specialist

Education

Bachelor of Science (BS), Economics: Salem State College

Certificate, Computer Science: Computer Learning Center

Certifications

Certified Novell Engineer (CNE) – Expired

Microsoft Certified Systems Engineering (MCSE) – Expired

Dell Certified Technician – Expired

Training

Querying & Administering MS SQL Server 2012 – New Horizons Computer Learning Center

VMWare vSphere Install, Configure, Manage v5.5 – New Horizons Computer Learning Center

Proficiencies

Operating Systems: Windows 11, 10, 7, XP, Vista, 2000 Windows Server 2008, 2003, 2000

Productivity: Microsoft Office (Excel, PowerPoint, Word) SharePoint Lotus Notes

Software: Symantec Citrix Kaseya TeamViewer Active Directory Microsoft Exchange

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