Support

HIGHLIGHTS OF QUALIFICATIONS

q Over * years of experience working in a help desk and call centre environment

q Known for approachability, diplomacy and calm demeanor

q Demonstrated ability to quickly diffuse heated customer situations

q Provided a leadership role in a team environment

q Supported other team members and facilitated in creating a stress reduced atmosphere

q Maintained intranet and Internet for Company Websites utilizing Dream weaver, HTML, and PhotoShop.

q Trained others in the use of applications and in technical support methods

q Excellent troubleshooting and logical problem solving skills

q High level of written and oral communication skills

q Excellent working knowledge of operating systems for trouble shooting in MS Win 3x, 9x, Win NT, ME, and Win 2000, MS Access, MS Office 2003/2007, and MS Outlook

q Building of images using Symantec Norton Ghost

PROFESSIONAL EXPERIENCE

Independent Consulting

Desktop Support/PC Technician

(Law Cash, Warner Music Group, Plainfield Asset Management) July 2007- August 2009

(24/7 Real Media & Cornell Medical Center, DMAD Consulting)

q 100+ user environments, which required software upgrades, downgrade of software (Vista to XP), installations of hardware and software, patching of software with service packs, virus and spyware removal, bios upgrades, configuration and troubleshooting of various software products, and VPN Setups on a PC Platform

q Create remote desktop images using XP Sysprep and deploy images both locally and over the network using Symantec Ghost 8.0

q Modifying of registry for XP and Vista

q Supervised and supported 100 in the absence of CIO

q Install of Cisco IP Phone 7960 telephone and training users on phone usage

q Provided training to all new employees, which helped to increase their productive from the first day of employment and beyond.

q Trouble-shooter of TCP/IP, DNS Wins, with such tools ipconfig, nslookup, netstat, and nbstat.

q Deployed updates, service packs and hot fixes using WSUS, Windows Update, Automatic Updates, and Group policy

q Built Images that cut company’s downtime by 80% and the checklist made it easier to move user data to new computers

q Provided second level support to internal Help Desk to resolve user concerns with specific applications, including Logmein, XP, Vista, Microsoft Office 2003/2007, Blackberry Device (8830, 8330, 8320), Webmail (Yahoo. Gmail, Hotmail) and McAfee etc

Fashion Institute of Technology, Consulting, New York

Lead Technician November 2000 - July 2007

q Training and help desk for over 300+ people.

q Creating of user accounts, reset accounts, disable accounts, set permission on shares,

q Coordinated, supervised, and implemented installation, adds, moves, and changes of user computers.

q Support and troubleshoot of PC and Mac with connectivity problems to the network along with Network Interface cards, Sound Cards, CD-ROM drive, Printers, Iomega zip drives, scanners and plotters for both environments.

q Ghosted of new machines and setup of additional labs with servers and workstations

q Diagnose of hardware and software issues for students, staff and faculty on a day-to-day basis on PC and Mac platform

q Installed, upgraded, and troubleshooting of PC's and Mac’s which included break fix, wiping down drives before reuse of systems, installation of hardware and software PC and MAC deployment of equipment for the setup of new labs,

q Creating/revising macros and spreadsheets in Excel

q Maintained intranet and Internet for School Websites utilizing Dream weaver, HTML, and PhotoShop.

q Comprehensive technical knowledge of HTML and CSS programming.

q Maintain a secure network and implement network topologies like Ethernet.

q Advanced knowledge in DNS, Active Directory, DHCP, and WINS

q Inventory track done using Track It

q Developed a specials workshop for first semester students called Tech Talk, which allowed students to work with devices on PC and Mac platform

q Reinforced and coached team of five technical support through the use of intensive training on how to provide better technical support to end user

q Provided second level support to internal Help Desk to resolve user concerns with specific applications, including XP, Vista, Office XP, 2000/2003, McAfee and Norton Antivirus, Webmail (Yahoo. Gmail, Hotmail), virus and spyware removal, Adobe Products, AutoCAD, Final Cut Pro, Microsoft Office, and numerous industry specific applications

Independent Consulting

Network Administrator January 2000 - November 2000

(Alight.com)

q Performed update of user rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need

q 100+ users received day-to-day support of laptops and desktops environment, which consists of; installation of software and upgrading of hardware, troubleshot hardware and purchasing equipment for company

q Answered technical questions regarding software products and their requirements within related industries

q Investigated issues reported by customers and dealers in a timely and efficient manner

q Comprehensive technical knowledge of HTML and CSS programming.

q Responsible for quality assurance of finished websites including the validation of web forms and links

q Maintained intranet and Internet for Company Websites utilizing Dream weaver, HTML, and PhotoShop.

q # Performed validation of completed sites including the debugging and testing of code.

q Maintain a secure network and implement network topologies like Ethernet

q Advanced experience with DNS, Domain Controllers, DHCP, and WINS.

q Conducted training classes for internal employees consisting of 1-10 employees on computer skills (the internet and MS Office)

q Provided second level support to internal Help Desk to resolve user concerns with specific applications, including NT Servers/Workstation 4.0, Exchange 5.5, Office 97, virus and spyware removal, Adobe Products

SKILLS

Software: Software Installation. Active Directory. Virus Prevention. System Installations and Configurations. Software Configuration. S/F Conversion. Windows 95/98/2000/2003/ NT4/XP/Vista Installation/Upgrading. Software Diagnostics. Statistical Reporting. System Upgrades. FTP/HTTP. Backup and Restoring Data. Internet Explorer 5/6/7. Netscape Navigator. Outlook 98/2000/XP. Mozilla, thunderbird, Opera. Photoshop and Illustrator and MS Office Suite

Hardware: Repairs, services, and restored parts, boards, and equipment for Dell, Compaq, Hewlett Packard, Toshiba, Packard Bell, and Xerox. Arranging workstations and Switches. Constructing and Testing. Computer Configuration, Assembly. PC H/W Designs and Arrangement. Desktop Maintain. Maintenance & Repair. H/W Installation & Configuration. Scanners, Printers, Webcams, Optical tools and Modems (DSL & Dial-up) configuration. DVD/CD/RW Memory Chips, SCSI/IDE/EIDE Hard Drives, SCSI Manager Cards, Tape Backups Drives software-hardware configuration. Blackberry, Wi-Fi, Wireless Routers, and Access-point setup and configuration.

Macintosh: Apple OS (10.4, 10.5), MS Office (2004, X.v), Adobe Creative Suite (CS, CS2), Entourage, Parallel 3.0, VMware Fusion, Suitcase, HTML/CSS, Javascript, ASP.Net 3.5

EDUCATION/CERTIFICATION

Bachelor of Arts Pace University of New York, (Mathematics)

Web Academy (Web Development Course)

Microsoft Certified Professional

MCSE NT 4.0

CCNA is pending

A+ Certification (A+)

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