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IT Manager, Project Manager, Business Analyst

Metuchen, New Jersey, 08840, United States
May 28, 2010

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Steven Shapiro

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

PHONE 732-***-**** E-MAIL


After spending years in the desktop, helpdesk and network customer technical support arena, I have garnered a thorough understanding of the technical business needs of the customer and the best way to meet those needs. As a hardware and software technical support professional, I’ve interacted directly with the MIS departments of major companies as well as the end users to provide the best possible service.


Microsoft Office 2000/2003/2007

Microsoft Windows 2003 Server

Microsoft Windows 2000/ XP/Vista

Microsoft Exchange Server 2003

Helpdesk Ticketing (Remedy, Heat, Track-it)

Citrix MetaFrame 4.0

Blackberry Enterprise Server

MacAfee, Symantec and Sophos Antivirus

Veritas Backup Exec

Active Directory 2003

Netmeeting, Remote Desktop, VNC Remote

Dameware, Bomgar Remote Access DNS, DHCP, TCP/IP Networking

Symantec Ghost

Microsoft SQL Server

Secure ID-RSA Administration

Secure Client VPN Remote Access

Cisco Routers and Switches

Cisco Firewall and Security

Avaya PBX/Voicemail Administration

Laptop Wireless Configurations 802.xx

Adobe Acrobat

Microsoft Internet Explorer

MS Outlook 2000/2003/2007


Terminal Services


Video Conferencing Equipment

Lotus Notes

Sametime 7.5, AIM


Arch Insurance Company

NOV 2009 – FEB 2010

Desktop Support Engineer

• Provided technical support to over 1000 of companies nationwide employees.

• Supplied both desktop support in Jersey City location as well as remote support to other offices around the country.

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

• Used tools and utilities such as Dameware, Sametime, and Ghost

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

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

Bessemer Trust Company

MAR 2009 - NOV 2009

Senior IT Support Analyst

• Provided helpdesk support to over 600 worldwide users, including traders, at a major wealth management agency.

• Troubleshooting and resolving problems relating to Windows XP, Microsoft Office 2003, Microsoft Outlook, network connectivity and financial specific applications.

• Responsible for technical support for financial applications such as GlobalPlus, Seibel, Bloomberg, Thompson-Reuters,Atlas, Secure Email, Document Management System and CRM.

• Responsible for evaluating, dispatching and monitoring of ticket queues using the Helpstar ticketing system, as well as analysis and escalation of priority issues.

• Provided support for company’s many remote users (RSA Secure ID, soft and hard token) and Blackberry users (BES).

• Extensive use of Active Directory (Account and Workstation Builds), Exchange Server and Remote Assistant.

Rosetta Marketing

JAN 2008 – JAN 2009

IT Support Engineer

• I was the sole provider of IT 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 desktop support, 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 and Group Policies, Account Creations, 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 and setup 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.

• Responsible for inventory and asset management, purchasing, and maintenance of all server and workstation equipment.

Fedders Corporation

JAN 2007 – NOV 2007

Desktop Support Engineer

• 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 2003 - DEC 2006

IT Support Engineer

• 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.

• 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.

• Tasks performed included configurations, installations, upgrades and repairs of PC’s and network printers.

• Deployed newly imaged PC’s.

• 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.

United Water Company

NOV 2002 - JUN 2003

Senior Desktop/Helpdesk Analyst

• Responsible for helpdesk technical support for the United Water locations across the country, and for desktop support for the staff in the home office in Harrington Park.

• Responsible for tracking, logging and updating all helpdesk calls using the Remedy Call Tracking System, as well as generating helpdesk reports.

• Provided technical support for issues related to Microsoft Windows XP, 2000, and Windows 98 operating systems, such as network configuration and drive mappings.

• Resolving issues involving Microsoft Outlook 98/2000/2002, Office 2000, Oracle, and a host of mainframe UNIX based applications and network connectivity issues.

• Provided support for remote users connecting to the NT 4.0 network using RAS, Citrix Metaframe and VPN Client.

• Performed Windows 2000, XP, NT and Exchange server administrative duties such as unlocking user accounts, resetting passwords, adjusting email folder limits, and setting group assignments.

• Performed application installation, upgrades and ghosting of new images for local desktop users along with hardware repairs on local Intel based desktops, laptops, and local and network HP printers.

Bristol Myers Squibb

JUN 2001 – NOV 2002

Help Desk Analyst

• Responsible for providing 100% telephone technical support for their 3600 field sales representatives on a large 30 member helpdesk.

• Activities include troubleshooting problems and verifying their severity, and the escalating, if necessary, problems to internal support staff to ensure prompt resolution and customer satisfaction.

• Resolved 95% of the problem calls I received without further escalation.

• Extensive use of Remedy Call Tracking System for documenting all problems and resolutions.

• Provided technical support for their hardware, Windows 2000, Microsoft Word, Excel, PowerPoint, Netscape Mail, company proprietary programs as well as all their connectivity issues.

• Added problem resolutions to the in house Lotus Notes Knowledge Base and supported their web based plateau training applications.


• Brooklyn College, BS Computer Science

• A+ Certification, Net + Certification

• Microsoft Products Certified Professional Windows 2000, Windows XP

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

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