IT Support Technician
Resume:
STEPHEN RAWSON
Staten Island, NY
**********@*****.***
Professional Profile
* Experienced professional with extensive work history in diverse
careers.
* Nine years of high-level IT support for major corporate clients.
* Excellent communication, interpersonal and client service skills in a
corporate environment.
* Proven record of hard work and acquiring new skills quickly.
* Military veteran.
Technical Skills
* Extensive experience in technical support for major corporate
clients, with remote and onsite support.
* Experience managing helpdesk ticketing system and asset/inventory
database for large client base.
* Familiar with network protocols-TCP/IP, DHCP, DNS.
* Tested for network connectivity, changed network port speeds and
mapped network drives and printers.
* Large-scale Windows 7 migrations and PC deployments, with application
loading, user data transfer and post-migration support.
* Experience with SCCM, Altiris, Symantec Ghost and remote migration
software.
* Microsoft Exchange/Outlook email support.
* Proficient with Windows XP and Windows 7 operating systems, and all
system diagnostic tools.
* Mobile device synchronization with servers and client email accounts-
iPhone, Android and BlackBerry.
* Hardware support-changed video display cards, swapped hard drives,
added RAM.
* Microsoft Office (Word, Excel, Outlook).
Professional Experience
IT Support Technician: 2010-2015
*AIG - multinational insurance corporation; Windows 7 migration and
laptop PC refresh project under Microsoft supervision. Project involves
imaging, encrypting and deploying thousands of PC's, with post-deployment
issue resolution.
* Michael Kors- global apparel company; Lotus Notes to Microsoft Outlook
2013 migration for over 4,600 users in a PC and Mac environment,
including resolution of all post-migration issues through phone, email,
remote and deskside support. Mobile device synchronization- iPhone,
Android, BlackBerry. Enabled users in Exchange server and Blackberry
Enterprise Server. Worked in LANDesk ticketing system. Support involved
all U.S. and international offices.
* Aon Hewitt- Windows 7 migration and laptop PC refresh project under
Microsoft supervision.
* Morgan Stanley Smith Barney- member of Wealth Management Technology
group, participating in company-wide Windows 7 migration project
involving OS migration for PC's in all U.S. branches using iBuild remote
migration software. Post-migration support includes remotely resolving
any issues reported by users. Manage incident tickets in SeviceNow
ticketing system. Work performed in Citrix XenDesktop environment. Some
command line scripting. Extensive pre-migration testing and post-
migration reports.
* Yahoo- laptop refresh project, deploying new Lenovo and Apple laptops
to clients, with imaging, user data migration and asset management
tracking. Project included extensive travel.
* CIT- large-scale Windows 7 migration project, transferring the client's
OS from Windows XP to Windows 7, installing Office 2010, loading
financial business unit and custom user applications with Altiris
deployment software, testing for application compatibility, backing up
and restoring all user data, copying all hard drive information with
Symantec Ghost, and upgrading RAM and hard drives. Assisted in
maintaining project database. Helped install and de-install migration
servers at client sites. Project involved substantial travel.
* Union Bank of Switzerland- major PC deployment, involving imaging, user
data migration, application loading and data erasure of legacy hard
drives. Project involved installing over 14,000 PC's and laptops in all
UBS offices throughout the US. Machines were in a variety of platforms,
images and peripherals, requiring specialized installation and support.
Installation included testing for network connectivity, client file
transfer, application integrity and correction of any migration errors.
Contributed to detailed database on machine status, process and
completion. Migrated OS from Windows XP to Windows 7 using SCCM, with
user data transfer, application loading and compatibility testing.
* Barclays Capital- assigned to the international investment bank as a
Help Desk/desktop support technician, providing problem management and
resolution for incoming incident tickets at their New York headquarters,
including multiple trading floors. Tracked and closed tickets in Request
ticket tracking system. Maintained asset management database. Provided
technical assistance to clients through phone, email and onsite support.
Installed new PC's and peripheral devices and provided internal hardware
upgrade and repair. Provided mobile device support. Performed PC upgrades
and reimaging at multi-floor Business Continuity/Disaster Recovery sites.
* The Blackstone Group- private equity firm; relocating all their
executive floors in their New York headquarters without any interruption
in business activity.
* Financial Industry Regulatory Authority (FINRA), a branch of the New
York Stock Exchange; providing desktop support, equipment deployment and
configuration, PC imaging, application deployment and mobile device
support. Assisted in company-wide deployment of laptops after hard drive
encryption and application loading.
* BNP Paribas-global banking firm; configured and deployed IP phones.
* Citigroup- imaged, loaded business applications, set internal
configurations and prepared for shipping new PC's for all branches in
U.S.
* Extensive experience in major PC deployments and OS migration projects
for corporate clients, including application loading, user data migration
to new PC and imaging workstations.
* Hardware support in Data Center environment, including racking servers
and running network cables.
Supervisor-New York Building Industry: 1995-2010
* Extensive experience supervising major building projects throughout New
York. Excellent work reputation for completing projects within time and
budget projections.
* Demonstrated ability to work and excel in a fast-paced, deadline-driven
environment under challenging conditions. Consistently met and exceeded
work goals set by my employers.
IT Support Technician: 1991-1995
* Employed by MPL Systems, an IT solutions company. Provided desktop and
network support for J.P. Morgan, Goldman Sachs, Salomon Brothers, Merrill
Lynch, Union Bank of Switzerland and other high-level corporate clients.
Carpenter and Mason Assistant-New York Building Industry: 1983-
1991
* Employed by Olympia & York, an international property development firm.
Worked on major building projects in New York, including the World
Financial Center. Consistently recognized for superior work ethic,
dedication and productivity.
Electronic Communications-U.S. Military: 1980-1983
* Responsible for the installation, configuration, maintenance and repair
of all electronic communications equipment for my company, including
receiver/transmitters, vehicle intercoms, teletypes and security
encryption devices.
* Had complete responsibility for the technical and administrative
operation of the communications department at my last duty post.
Supervised junior personnel as to the successful completion of their
duties.
* Received commendations for the performance of both my technical and
military duties. Advanced in rank quickly. Awarded the Army Service
Ribbon and Overseas Service Ribbon. Held high security clearance.
Education
Independent Technical Coursework
2010-Present
Data Communications
DeVry Technical Institute-1991
Dean's List
Electronic Communications
Military Technical School-1980
Graduated with honors
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