Technical Support It

PAUL REALE

********@*****.*** 908-***-**** Holmdel, NJ

www.linkedin.com/in/paulreale27

Accomplished desktop and technical support professional with accumulated skill and a proven ability to navigate process and proprietary requirements to serve as a trusted solutions-oriented partner, delivering results with accuracy, integrity and reliability.

Lyons VA Medical Center IT Support Specialist Lyons, NJ May 2021 – Present

Prepare and image devices for deployment to new hires and existing hospital staff

Triage hardware, software and application troubleshooting in an environment that supports various devices

Provide VPN and remote support for telehealth users

Employ Active Directory to assign and remove users and computers, reset passwords, trust domain issues and advanced applications

IP Networking; Cisco Routers, Switches and Network Patches, assisting with server maintenance, cabling and racking procedures Tier 2 support. Audio/Visual conferencing setups (Polycom, Tandberg)

Coordinate moves for personnel reassignments on campus and provide setup and support for printers and scanners

Document client issues, troubleshooting status updates, and resolution summaries

Excellent prioritization, responsiveness and client communication, use of SCCM client and auto pilot extensively.

Prepare Laptops for provisioning through Auto Pilot & also use of MDM mobile management setups.

RWJ Barnabas Hospital Project Coordinator Somerset, NJ March 2020 – April 2021

Provide planning, support, and schedule coordination of a large-scale Win 10 migration/deployment/upgrade project consisting of hundreds of endpoints in a fast-paced multi-faceted environment

Verify information and logistics with end users for minimal disruption

Dispatch tech teams, monitor status and goals, and prepare reports for leadership

Collect, analyze and proofread data from tech teams and cross reference with Ivanti Asset Management tool

Conduct bi-weekly meetings with other site coordinators to review common issues and triage in a timely manner

Novartis Pharmaceuticals Technical Consultant East Hanover, NJ October 2018 – December 2019

Advanced Desktop Support in a large enterprise environment with Win7/Win10 troubleshooting

Provided desktop, remote, first-level application, and white glove IT Support as a member of VIP team

Provided support autonomously with documentation and organization, Exchange/Skype for Business/VPN, PC desktop, laptop configuration and mobile device management

VPN and modem management understanding and capabilities

Assisted users migrated from Windows 7 to Windows 10 for seamless integration

Acadia Pharmaceuticals Technical Consultant Princeton, NJ May 2018 – Sept 2018

Project-based temporary assignment

Provisioned onsite and remote end-users to ensure data backup, migration & post-configuration of assigned assets met the needs of the business and respective workgroups/individual contributors

Developed, tested, managed, and deployed images, including software and OS installs and configurations

Broad experience with Windows 7&10 (thru 1803) on a wide-range of workstation models

The Vitamin Shoppe Technical Consultant Secaucus, NJ June 2017 – May 2018

Reason for leaving: Organizational downsizing

Provisioned scheduled and ad-hoc workstation builds, rebuilds, deployments & relocations

SmartDeploy workstation build process coupled with IBM BigFix endpoint management system

Provided PowerShell script management to streamline workstation provisioning

Assisted EUC Desktop Engineering with refinement of the standard workstation provisioning process(es)

Worked closely with 3rd party hardware vendors (Dell, Lenovo) to facilitate warranty & out-of-band repairs and with managed printer services provider (LDI) to facilitate scheduled & ad-hoc consumables requests

Daily troubleshooting of OS, MS Office suite(s) v. 2007 thru 2016/O365, & 3rd party applications and web-based systems, according to the needs of various business workgroups

Zoom desktop video communications (workstation & “Zoom Room”)

Project-based Contractor Technical Consultant April 2017- June 2017

Temporary assignments at IT Cosmetics (Jersey City, NJ) and Plainsboro Hospital (Plainsboro NJ)

Compassion-First Pet Hospitals Technical Consultant Red Bank, NJ January 2017 – April 2017

Reason for leaving: Organizational downsizing

Provided deskside support for administrative, hospital and visiting staff with technology needs, VPN and wireless issues

Managed accounts for new hires in Active Directory and managed the distribution of employee security badges

Orchestrated technical aspects of internal client moves, remapping of printer requirements

Monitored ticket service desk through client’s proprietary tracking system

Zoetis Technical Consultant Parsippany, NJ July 2016 – November 2016

Reason for leaving: Position outsourced to existing third party vendor

Administered iPad distribution to field force, managing requests via Service Now ticketing system

Configured and installed required applications to all field assets and maintained inventory of incoming/outgoing assets

Worked closely with third-party vendor (Tangoe) to transition and communicate user information via a mobility portal

Tracked licenses through SharePoint to identify new users to the database and cross-referenced data to identify duplicate entries in the iTouch point application

Managed and executed new software UAT testing through the Zoetis portal

Compassionate Care Hospice Technical Consultant Parsippany, NJ February 2016 – May 2016

Reason for leaving: Position not aligned with skillset, did not provide training

Partnered effectively with users to identify and resolve mobile device issues on Android platforms

Tested, configured, and implemented various mobile solutions, through B2B Verizon Manager console

Utilized IBM, MAAS 360 Software, Control Panel and ADP inventory tracking software

Created new user accounts through active sync to enable OWA user access

Menasha Packaging Technical Consultant Edison, NJ July 2014 - September 2015

Reason for leaving: Organizational downsizing

Established user permissions in Active Directory and used SCCM Client to push applications to user desktops

Administered new accounts for Microsoft Navision and with extensive use of Citrix Client

Utilized SQL server to administer accounts for warehouse RF scanner guns used for inventory shipments

Provided printer support including HP, Sharp, Ricoh and Xerox, Windows 7&8 and also Mac email setup support for iPads & Android through Active Sync Bitlocker and VMware experience

Cushman & Wakefield Technical Consultant Rutherford, NJ January 2012 - July 2014

Reason for leaving: Vendor contract downgraded, impacting rate and hours

Executed a site-wide operating system migration from Microsoft XP to Windows 7 & 8 with Mac support

Provided C-level executive support

Managed technical direction, maintenance and inventory of 100+ user network at three client locations

Defined opportunities for improving operational effectiveness and productivity in an effort to optimize performance

Performed Avaya phone technology programming, configuration, trouble shooting, and support, A/V conferencing setups

Established user permissions on Active Directory and use SCCM Client to push applications to user desktops. Level 2 support

Hanes Brands Technical Consultant New York, NY August 2009 - November 2011

Reason for leaving: Vendor contract expired

Supervised equipment rollout and peripheral upgrades site-wide including a total refresh of PC`s for the site

Liaised with Lectra software for network systems and cultivated strong working relationships with representatives

Employed SCCM client to push client applications to the desktop/Active Directory/Exchange W/7, Office 2007/ 2010

Orchestrated technical aspects of internal client moves, remapping technical requirements as needed

Facilitated audio/visual needs for internal and client meetings

Supervised Ikon/docsend printer calibration support, in collaboration with team at corporate headquarters

Johnson & Johnson Technical Consultant New Brunswick, NJ March 2009 - June 2009

Velocity Program Project Lead project-based temporary assignment

Orchestrated rendering of IT equipment for project upgrade, tracked inventory of new and used machines

Supported a client base of on-site personnel and remote users nationwide

Managed IT service team, ensuring supply and support for all project related initiatives

Barclays Capital Senior Technical Associate Whippany and NYC August 2007 - October 2008

Reason for leaving: Terminated as a result of 2008 financial crisis and company merger

Provided trading floor support in a high-intensity, fast-paced environment

Facilitated installation and support of Bloomberg hardware, software and peripheral units

Completed site-wide XP migration, while simultaneously running memory upgrade project

Utilized HP Openview ticket management system

Contributed strategic vision and critical planning suggestions during weekly IT team meetings

Maintained Barclays Disaster Recovery Site; a 200-user network, regularly profiling, replacing and reimaging equipment

Compucom Bristol Myers Squibb Senior Technician New Brunswick, NJ April 1999 - August 2007

Reason for leaving: Seeking professional growth opportunity

Implemented and successfully executed regular PC refresh projects at multiple client locations

Provided effective planning, acquisition, maintenance, integration and performance monitoring for LAN and WAN

Achieved operating efficiency by analyzing call volume and monitoring Remedy tracking system

Installed and configured enterprise networking equipment and related peripherals

Configured VPN and installed wireless software

Installed PDA’s and external hardware devices

Assisted server team on hardware break-fix and server rack assembly

Active Directory

Active Sync Mobile Administration

Android

Antivirus

Avaya

BARCO “ClickShare”

BitLocker

Auto Pilot

Bloomberg

Cisco

Citrix Client

External Hardware Devices

HEAT

HP Openview

IBM Big Fix

IBM MAAS 360

Mobile Device Maangement

IOS

Microsoft

Mobile Device Management

MS Office v. 2007 thru 2016/O365

PowerShell

Remedy

Remote Desktop

SCCM

SharePoint

SmartDeploy

Skype

SQL

Symantec

VPN

Windows 7, 8, 10, XP

WebEx / Zoom

Certifications: A+ Dell HP/COMPAQ IBM

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