Field Service Support
Resume:
IRA S. PERRY, MCP
Long Beach, NY 11561
********@*******.***
Field Service Support: Multi-certified technology professional with experience and knowledge in fielding incoming service requests from end users, to resolve problems related to software/hardware. More than 10 years of experience in providing technical assistance to computer system users.
Demonstrated ability to work in a team environment with strong interpersonal skills, both written and oral, and a positive attitude toward sharing expertise and assisting others and recommend or implement correct solutions. My excellent interpersonal and problem-solving capabilities are some of the major features, which should assist me in utilizing my potential and perform my duties, as per the expectations of your organization.
PROFESSIONAL EXPERIENCE
Soroc Technology
TD Bank Melville, NY: IT Field Services/Support 2019 – Present IT Operations Analyst / Senior Technician on the NY team
Provide PC/LAN support for 62 TD Bank stores and 125 back-office users in Long Island, NY
Use specified systems and diagnostic tools to troubleshoot desktops, laptops, and peripherals, applications, operating systems, and related network problems for individual users.
Monitor ServiceNow ticket queue and respond to BAU and IMAC tickets.
Perform preventive maintenance (PM) on desktops, laptops, and related peripherals.
Work closely with the Server and the Network teams to provide Smart hands and feet support to Install, monitor and maintain and upgrade Servers and Network equipment, switches, routers…etc.
Install and maintain APC battery backups, and network and temperature monitoring cards.
Prioritize, dispatch, and resolve issues without supervision, using the ServiceNow ticketing system, and make sure all tickets are updated and closed within the set SLA.
Work and troubleshoot with users remotely to resolve PC and software problems by phone, email, via Microsoft Teams or in person.
Image and deploy workstations as needed.
Perform Inventory and Maintain stock level of all IT equipment.
Always display outstanding technical and professional skills.
Assist with new hardware installations for new locations.
Relocated server equipment within the store. Reorganized and maintain data racks.
Train new hires/techs
World Wide Technology Services IBM 2016-2019
TD Bank Melville, NY: IT Field Services/Support
PC/Lan Support Technician II
Provide field service support for 44 TD Bank stores and 150 back office corporate end users in Long Island, NY
Handle 4Hrs/Same day/Next business day tickets
Perform Install/Move/Add or Change (IMAC) activities.
Image and deploy workstations as needed.
Perform all assigned desk-side support activities.
Monitor the status and progress toward resolution of all open incidents.
Perform Inventory and Maintain stock level of all IT equipment.
Keeping IT Director informed of progress in solving problems when appropriate.
Always display outstanding technical and professional services skills.
Provide Smart hands and feet support for Cisco Routers/Switches/UPS
Assist in complex troubleshooting and repair activities using state-of-the-art test instruments and equipment.
Order and maintain an inventory of spare parts, all desktop hardware equipment, and other items.
TD Bank Melville, NY: IT Field Services/Support 2012-2016
PC/Lan Support Technician II
Provided white glove support for approximately 40 stores and 150 back office corporate end users in Long Island, NY
Provided effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; my MTTR is always less than one day while SLA is three days.
Effectively handle incident management for outages; communicate to clients during service outages and ensure that they are resolved efficiently. Created/contributed to Knowledgebase after resolving incident where applicable.
Worked effectively within team/independently in resolving service issues (I.E. what COM port to use for Penny coin counter and settings). Team members would often contact me to resolve issue before reaching out to manager for incident escalations.
Identify, isolate and repair/replace computer equipment (I.E. Laptops, Desktops, screens, peripherals, check scanners, failed/failing Server or Data UPS) showing wear and tear as well as during preventative maintenance routines; I improved the overall SLO via preventative maintenance.
Deployed base infrastructure components, such as servers (I.E. HP ProLiant DL350 G6), switches (Cisco Catalyst 3750/2950), and routers (Cisco 2911), and operating systems (Win7 via imaging).
Image, configure, diagnose, deploy, upgrade and maintain MS Windows 7 workstations, Windows servers, networks and printers; I completed PC refreshes ahead of schedule to meet project objective.
Utilize SolarWinds and VitalSuite to investigate network latency.
Monitor email alerts generated from SCOM and HPSIM. This notifies when RAID HDD is failing or UPS battery is failing/failed/high input voltage. We utilize a custom in house app to monitor status of branch equipment as well
Utilize SCCM to re-image workstations, gather information (I.E. What stations user has logged onto/serial#, how many machines are online in store), or have software pushed.
EDUCATION
Suffolk Community College, Brentwood, NY
Concentration: Health IT Training Program (Technical/Software Support Professional – Role #5, as per ONC guidelines) – Certificate
Computer Career Center, Hempstead, NY
Concentration: LAN Specialist - Diploma (720 hrs. intensive, hands on experience)
Additional Courses:
Supporting Microsoft Windows 95
Administering Microsoft NT 4.0
Supporting Microsoft Windows NT 4.0 Core Technologies
CERTIFICATIONS
A+ Certification Servicing Compaq Products
Networking Essentials Compaq Server Diagnostics
Implementing and Supporting Microsoft Windows 95 Portables – Latitude X1, D410, 110L, D810, D531
Implementing and supporting NT 4.0 Workstation Portables – Precision M70 Product
Implementing and supporting NT Server 4.0 Portables – XPS M1330
Customer Handling Skills Certification Portables – Inspiron 2200, 1720/1721, 1520/1521, 1420, 1200
DSP – Customer Experience V.2.5 Foundation 2005 Latitude/2005 Inspiron/2005 Desktops
DSP Displays – 4200 Plasma TV Foundation 2007 Portables/Desktops
DSP – Mini-Tower V.3 Chassis Foundation 2008 Portables/Desktops
DSP Client – On Site Troubleshooting w/Power Tester Foundation 2009 Portables/Desktops
DSP – Slim-Tower Chassis Foundation 2009 Diagnostics
Desktops – Vostro 220/220S – Certification Trusted Advisor for Field Service
IBM Lenovo Portables/Desktops
Contact this candidate