IT Systems & Support Specialist with 25+ Years

NELSON MARQUES

Union, NJ ***** 973-***-**** **********@*****.***

IT Operations Professional End-to-End IT System Support & Optimization Highly reliable and results-driven professional with 25+ years of experience in IT System Administration & Support. Expertise in providing advanced technical support, troubleshooting, and system optimization, with a proven track record of resolving complex issues across a variety of platforms. Proven ability to perform hardware repairs, optimize network security, and ensure the smooth functioning of all systems within a fast-paced IT environment. Able to streamline processes, improve operational efficiency, and maintain a customer- centric approach to ensure consistent service delivery and resolution of technical issues. CORE SKILLS & COMPETENCIES

• Training & Mentoring

• Inventory Management

• Time & Task Management

• Change Management

• Oral & Written Communication

• Troubleshooting & Problem-Solving

• Analytical & Critical Thinking

• Technical Support & Documentation

• Digital Solutions

• Team Collaboration

• Interpersonal Skills

• Adaptability & Flexibility

PROFESSIONAL EXPERIENCE

Help Desk Administrator Spiral Binding LLC May 2023 – Jan. 2025 Provided user support for Microsoft Dynamics CRM, serving a team of 200+ employees both in-office and remote. Facilitated the transition from an older version to the latest iteration of the software, ensuring seamless integration and addressing technical issues to improve user experience. Managed and resolved user inquiries, driving adoption and ensuring minimal downtime for both office and remote users. Key Responsibilities:

Technical Support & Deployment: Handled user issues through a ticketing system for prompt and effective support. Prepared and deployed new laptops, shipping them to users, and verifying proper functionality, installing additional software or VPNs as required. Managed browser-based applications and tested VPNs for seamless connectivity.

Ticketing & Collaboration: Maintained records in the Ninja 1 ticketing system while providing additional details on specific issues when needed. Communicated with team members through Microsoft Teams and utilized shared cloud files for easy access to information while working with one team member and manager for smooth operations.

User Support Management: Supported users with laptops, software updates, installations, and troubleshooting while resetting passwords for email, user accounts, Windows, and various platforms. Moreover, managed and maintained control of user accounts to ensure secure and seamless access.

Hardware Support: Performed hardware repairs on printers and computers while resolving issues with Teams, licensing, and email systems across different versions. Escalated complex problems to senior management to maintain operational efficiency and implement company-wide solutions.

System Administration: Oversaw system administration tasks, including resetting passwords and granting user permissions for specific sites or applications for secure access and smooth functionality across systems.

Microsoft 365 Support: Provided help desk support for Microsoft 365 Online, addressing user requirements and resolving issues. Delivered local network office support and managed responsibilities independently while addressing any emerging concerns. Assistant Project Manager Ronetco Supermarkets Ledgewood, NJ Oct. 2021 – Feb. 2023 Provided technical team support and was responsible for the deployment of VOIP phone systems for the organization. Aided and supported team’s system usage during deployment. Front-end and back-end support both in-office and on-site for full-scope upkeep. Managed network configuration of Avaya CU360 and resolved system issues. Key Responsibilities:

Project Management: Coordinated with the Project Manager to develop project planning, including scope, key milestones, and schedules. Implemented change management initiatives to ensure successful project completion.

Training & Mentorship: Supported team on-site, providing direct, hands-on support to ensure each team members understand the system and their individual accountabilities. Developed and distributed training documentation and joined meetings with the project team to ensure alignment on tasks and responsibilities. NELSON MARQUES 973-***-**** **********@*****.*** PROFESSIONAL EXPERIENCE (CONTINUED)

Field Service Technician BIS Digital Fort Lauderdale, FL Aug. 2020 – Aug. 2021 Provided in-office and in-field technical support for commercial and government clients. Learned new systems, software, and processes after company acquisition, including court recording systems and other technical tools and software. IT System Administrator Office Business Systems Fairfield, NJ Oct. 1996 – Aug. 2020 Worked in-office and in-field for system installations, shifting from Windows 2000 server to Windows 2003 server for various internal and commercial and government clients, including law offices and hospitals. Key Projects:

Implementation of office Network Infrastructure

Upgraded the NT4 Domain to 2000 Active Directory, which eventually led to 2003 Active Directory.

Integrated the Symantec Velociraptor 1100 VPN/Firewall Appliance installation.

Configured site-to-site VPN Tunnel setup.

9 storage hard drives – MSA 2000 maintenance and replacement.

Symantec Client/Server Antivirus solution deployment.

VM Ware Servers and Xen Server implementation.

Proper server set-up procedures training.

Microsoft Exchange 2000 email infrastructure to Microsoft Exchange 2003 migration.

Organizational email infrastructure consisting of Microsoft Exchange with 40+ users. Key Responsibilities:

Network Administration & Optimization: Oversaw and performed network administration processes, including setting up user accounts, access, and privileges, ensuring the network is optimized for usability throughout technological advancements.

Testing & Validation: Conducted testing of systems and network equipment to ensure continuous operations and efficiency, streamlining productivity and mitigating delays due to malfunctioning systems.

Troubleshooting & Maintenance: Took a leadership role to implement key system upgrades and projects, aiming to enhance and elevate the efficiency of use to promote speedy production of deliverables.

Customer Service: Maintained exceptional customer service skills, building relationships with diverse clientele to ensure quick and efficient service and continuous customer satisfaction. EDUCATION & CERTIFICATIONS

Certificate Electrical Engineering Rets Institute Nutley, NJ 1996 - 1998 Citrix CCA Certificate 2000

CompTIA Security+, AWS Certification and CertNexus Artificial Intelligence (AI) In progress TECHNICAL ACUMEN

Operating Systems

Microsoft Windows NT/2000/2003/2008/2012/2016/2019 Server Windows XP Windows 7 Windows Vista Windows 8/8.1 Windows 10 Windows 11 VMware Server Xen Server Xen Desktop HP MSA 2000

Messaging & Internet

Microsoft Exchange Server 2000/2003 Microsoft IIS Microsoft DNS Bind Symantec Antivirus Client/Server

Networking & Security

Network Security: Firewall, VPN configuration and filtering (Symantec Firewall/VPN) Routing Concepts

& Protocols

Database Technologies Microsoft SQL 7.0 2000; 2005; 2008; 2012; 2014; 2016; 2019 Database Servers Applications

Microsoft Office Team Viewer LogMeIn Anydesk Terminal Services ICA Client Citrix N-able Vonage Microsoft 365 Environment Ninja 1 ticketing system Microsoft Dynamics CRM

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