Description :

1. Created and developed new user SOP, departure SOP, and new user requests forms for onsite, along with four remote locations for anite.
2. Set up new user accounts in Active Directory; creation of new mailbox accounts via Exchange Management Console 2010, obtain hardware for the user, set up cisco jabber, Cisco Unified IP phone, set up voicemails with phone extensions, set up new user on site also remote users via remote.
3. Departing users procedure: removing the user's account via Active Directory, redirecting the user's emails to the manager, discharging the user's hardware, creating a backup image of the machine, refreshing the image of the machine for a new user setup, and updating the inventory spreadsheet.
4. Verify machines to be added via WSUS to receive patches, added TrendMicro server, and also to check weekly security logs for any viruses/malware infected machines, also checking and sending emails to remote users with self-service password reset tool; Netwrix to avoid password expirations on a weekly basis.
5. Configuring/troubleshooting users' machines onsite and also remote offices based on their IT architecture setup, requests from users to upgrade their machines' hardware/software.
6. Troubleshooting user enabling access to remote machines.
7. Troubleshooting onsite and also remote network printers, saving monthly print logs for our records, sending the job count to the printer manufacturer on a monthly basis for the expense reports.

Experience

2-5 Years

Level

Junior

Education

B.S. IT

Description :

1. Supported hardware/software evaluation, both physical and virtual technologies, and capacity planning.
2. Interfaced with multiple levels of users, management, and technical staff.
3. Provided a high level of customer service support for office automation applications, PCs and laptops, and printers, including after-hours support.
4. Served as a user liaison covering computer system end-user operations, including but not limited to system sign-on, use of the menu and help systems, Microsoft Office programs, telecommunications, use and troubleshooting of computers and printers.
5. Troubleshoot desktop errors and provide support and maintenance for the end-user desktop experience, including hardware and software.
6. Coordinated and managed the end-user computer environment.
7. Maintained accurate reports of system malfunctions and referred issues to more senior subject matter experts when problems occurred that were beyond my proficiency.

Experience

2-5 Years

Level

Junior

Education

B.S. IT

Description :

1. Built, configured, and troubleshooted IBM / Dell compatible computers.
2. Provided 24/7 support, diagnosing and repairing network servers, HP, Compaq, and IBM systems.
3. Conferred with computer users about how to solve existing system problems.
4. Managed all phases of PC hardware and software implementation to include identification of requirements, scheduling, budgeting, project management, selection, and reporting to successfully deliver PC system solutions based on customer specifications and timelines.
5. Diagnosed hardware and software problems, replacing defective components when applicable.
6. Maintained and administered computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
7. Recommended changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.

Experience

10+ Years

Level

Senior

Education

B.S. IT

Description :

1. Assist the Systems Administrator and IT Manager with infrastructure improvements and test reliability.
2. Reduced the IT department from 4 to 3 by taking on additional responsibilities, yet still maintaining the high availability network (99.999%) and efficient user support needed.
3. Assisted in the consolidation of physical servers to virtual servers, resulting in substantial cost savings in equipment and power.
4. Responsible for Desktop Support and procurement of Servers, Desktop PCs, hardware, software, and peripherals, including HP printers and supplies.
5. Implemented a customized Desktop Support program to improve support to users and track results.
6. Customized the Desktop Support tool to use in the Engineering department, allowing management to track open problem requests.
7. Project Lead to design IT infrastructure and procure hardware for connecting to a new remote site in Bad Homburg, Germany.

Experience

2-5 Years

Level

Junior

Education

B.S. IT

Description :

1. Worked with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients, including associated validated systems, application servers, and administrative systems.
2. Performed on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, including off-site repair for remote users as needed.
3. Worked with the procurement staff to purchase hardware and software.
4. Performed upgrades, installation, repairs, configuration, and ongoing usability of desktop computers, laptops, peripheral equipment, desktop applications and systems to ensure longevity within established standards and guidelines.
5. Maintained accurate information and data regarding end-users within the Service Wise tracking system, spreadsheets and according to policies and standards.
6. Assisted in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
7. Maintained software and hardware inventory.

Experience

7-10 Years

Level

Management

Education

B.S. IT

Description :

1. Monitored Windows Server production environments utilizing SCOM to troubleshoot any critical issues for external and internal users.
2. Supported users with Windows 7 and 8/Mac OSX/Mobile Devices (iPhone/BlackBerry/Android/iPad).
3. Served as a technical liaison between IT and upper management in implementing procedural changes, software/hardware standards and standard operating procedures.
4. Created and managed users accounts using Active Directory.
5. Exceeded client expectations by using EAGLE product, technical and client expertise to effectively provide application support.
6. Provided on-call support for after hours support and also coordinated off-shore team located in India to handle any routine non business impacting incidents during overnight hours to ensure 24/7 availability.
7. Assisted IT Management in building knowledge of the ServiceNow ticketing system managing incidents and service requests through task submission, prioritization, and completion.

Experience

5-7 Years

Level

Executive

Education

B.S. IT

Description :

1. Assists in the configuration, installation, maintenance, and operation of local area network products and services.
2. Performs administrative functions for servers, including but not limited to: Access/permissions to applications, databases, and system resources; Creates and maintains directory structures and print queues.
3. Provides end-user systems support: Provides 24 x 7 on-call PC and server site support.
4. Prepares and maintains technical documentation and specifications, drawings, and systems documentation.
5. Assists in managing servers, operating systems, and network-based software that resides on the servers.
6. Assists in the backup and restore of all systems, including the planning of disaster recovery for specified systems.
7. Assists operating units in the design and implementation of new or modified systems, and makes recommendations to improve service.

Experience

2-5 Years

Level

Junior

Education

B.S. IT

Description :

1. Assigned as one of the key points of contact for EMC2catalyst group and EMC2 University in the setup and configuration of their computer systems.
2. Worked for WCA at UMASS Memorial Hospital and EMC2 trouble troubleshooting, installing, and maintaining computer systems.
3. Responded to customer requests for help through Heat and Target ticketing systems.
4. Configured, imaged, and repaired Dell, IBM, and Laptop systems to component level.
5. Created Images using Ghost software for the UMass Memorial individual departments.
6. Connected network jacks in customer offices and cubes in the network closet/router closet. Was responsible for all warranty repairs for UMass and EMC2 computer systems leased through Whalley Computer Associates and kept track of all asset information.
7. Performed Windows 2000 migration support at UMass Memorial Hospital and EMC2.

Experience

5-7 Years

Level

Executive

Education

B.S. IT

Description :

1. Install, configure, and maintain new hardware, systems, devices and software for our networks.
2. Provide proactive maintenance of systems by working on the client servers remotely.
3. Manage system back-up and recovery solutions, such as Shadow Protect and Backup Exec.
4. Perform troubleshooting analysis of servers, workstations and associated systems.
5. Monitor system performance and implements performance tuning as needed.
6. Participates in developing and maintaining technical documentation associated with our systems.
7. Follow department procedures for successful incident management Proactively monitor the overall health of network and server infrastructure.

Experience

5-7 Years

Level

Executive

Education

B.S. IT

Description :

1. Responding to associate service calls to troubleshoot the nature of reported problems and taking the necessary steps to resolve those problems.
2. Imaging and migration of existing PCs from Windows XP to Windows 7 or 8 and upgrades.
3. Creating and managing user accounts, including password reset.
4. Remotely troubleshooting to resolve computing issues and provide support for line of business applications.
5. Installing and supporting all types of Microsoft Office Products, troubleshooting Outlook, and installing various applications for users.
6. Worked closely and effectively with vendors to replace/repair defective hardware and software.
7. Install hardware and peripheral components like disk drives, printers, scanners, keyboards, and monitors.

Experience

7-10 Years

Level

Management

Education

B.S. IT

Description :

1. Respond to Remedy incident and change tasks, customer phone calls, emails and requests for all IT services.
2. Implemented security breach corrective actions.
3. Provided technical expertise and consultation in the development and maintenance of computer systems and applications.
4. Repaired and/or replaced computer hardware.
5. Instructed users with step by step instructions as well as provide desk-side coaching.
6. Executed PC application installations and new hire equipment deployments.
7. Create and update call logs documenting customer interactions and troubleshooting efforts for problem resolution using Remedy.

Experience

7-10 Years

Level

Management

Education

B.S. IT

Description :

1. Improved workstation performance and application throughput by 50% through aligning disk partitions and re-designing deployment processes for both new and replacement workstations.
2. Created documentation to assist the desktop support team in the installation, configuration, and operation of new software and support tools.
3. Managed configuration, training and support processes for the Digital Imaging group.
4. Performed after-hours and on-call rotation duties.
5. Standardized workstation infrastructure, provided upgrades for old machines, assisted in moving infrastructure from leased to company-owned equipment.
6. Established new solutions for existing system issues, provided one-on-one training to staff on updated procedures.
7. Provided support for mobile device infrastructure.

Experience

7-10 Years

Level

Consultant

Education

B.S. IT