Objective
Network/ Systems Administrator


Summary

IT Professional with extensive experience in Desktop and Phone support for the Health Care and Financial industries. Current responsibilities entail Network and email account administration, operations support for HP UNIX Server, PC Support Site Management and Service Request Management for North General Hospital. More responsibilities are being acquired in order to facilitate the Hospitals needs and operational performance.
Operating Systems : Windows Server 2003 XP, 2000 NT 4 98 95 ; HP Unix ; Netware 4/5
Administrative Utilities : Microsoft Active Directory, Exchanger Server 2003 Exchange System Manager, Microsoft User Manager, Server Manager, Netware Administrator
Software Applications : Remedy Action Request System 6.03 5.00 Microsoft Office, Corel WordPerfect, Internet Explorer, Netscape, Symantec and McAfee Antivirus, Citrix ICA Client, Lotus Notes 5.1/4.6
Medical Applications : HBOC Star, Eagle, Cerner, Clinical Care System, PRISM, IDX
Email : MS Outlook, Lotus CCMail/ Openmail, GroupWise 6.5/5.5 MS Exchange 5.5
Market Data Applications : ADP Power Partner, Bloomberg, News Edge, SNL Data Source, ON ! Contact, Lexis Nexus and BIA research
Network Devices : 3com Etherlink cards, Intel Pro 10/100 cards and laptop Ethernet cards
Wireless Devices : Palm Pilot Pro, III and V, Blackberry Organizers
PC Desktops : Intel Pentium 4 ; vendors include Hewlett Packard, Compaq and Dell
Laptops : IBM ThinkPad laptops, Sharp Actius and Toshiba
Printer Support : Hewlett Packard LaserJet and Inkjet Printers, Lexmark, Xerox, QMS, Intermec 3400 barcode, Okidata Dot Matrix printers

PROFESSIONAL EXPERIENCE


Employment

2005 -  Present
Helpdesk Coordinator

Duties include : Creating, Assigning, Monitoring, Fixing and Closing trouble tickets and service requests
Creation of Network and email accounts using Windows Server 2003 Active Directory
Unlocking and resetting account passwords
Providing backups to HP UNIX Server
Network monitoring using Whats Up Gold
Generating Root Cause Analysis Reports detailing the stages of Outage occurrence and resolution
Involved in the Project Tracking System process for all Hospital IT-related projects ; responsibilities include project tracking, detail, analysis, updates and report generation involved in Remedy report generation for billing purposes and ticket analysis
Applications utilized :

2005 -  2005
Helpdesk Coordinator and Service Request Manager

Responsibilities included : Novell Network accounts and GroupWise email accounts
Service Request tickets created for user access to the Windows 2000 network, Novell Netware environment, Star and Eagle mainframe, Outlook email and PRISM
User Account creations, updates and deletions performed in the IBM mainframe for the following access : Eagle 2000 mainframe, Netview for OS390 TSO/E for OS390 Control D access
Creation of Telecommunication request tickets for phones, fax machines, call systems, voice, data, wireless communications and remote access
Service requests included application updates and modifications, access reports and detailing for the Eagle and IDX mainframes and the Control D utility

Other duties included Novell Netware, Windows 2000 Outlook and GroupWise email and Eagle mainframe account unlocks and resets

2003 -  2005
Helpdesk Consultant

24/7 Call Center providing first level support to Continuum Health Partners, North General Hospital, Thomsen, Phoenix Childrens Hospital and Cap Gemini
Provided customer support to 5000+ end users
Call volume averaged at 75 to 100 calls/ day
Cisco Systems ACD IP 7940 series phones and NEC Dterm Series E were used
Trouble tickets were created using Remedy Action Request System 5.00 and Remedy for Windows XP.
First level support required creation of ticket, first level fixing or assignment to second level support, follow up with customer and closing fixed tickets
Monitored trouble tickets for LAN, WAN, Server, Mainframe, Computer and telephone issues.
First level fixes included : Password resets for Novell, Eagle and CCS mainframe, TRAC server, Oracle and Cerner and Star mainframe.
Trouble shooting PC-related issues, Windows XP/2000/ NT, MS Office 2000/97 Outlook 98 2000 2003 GroupWise 6.5/ 5.5 Eagle, CCS and Star mainframes

Escalated trouble tickets to the highest level of Outage status.

2003 -  2004

24/7 support team providing phone and onsite support to New York Methodist Hospital
All calls were logged into an in-house ticketing software package
Provided support for the Cerner Millennium medical application suite
Involved in a 1200 device rollout of PC Desktops running Windows 2000 over Novell Netware Client
Provided PC Desktop hardware and software support for HP and Compaq PCs
Software applications included Cerner Millennium, Cerner Classic, Eagle Mainframe, Citrix ICA client, MS Office 2000 Netscape email, Symantec Antivirus, Netscape and Internet Explorer
Provided Support for Lexmark and HP printers and Zebra Barcode Label Printers

2002 -  2002

Rollout of Dell computers running Windows 2000 Windows 98/95 operating systems
Applications included MS Office 2000 and 97 Corel WordPerfect Suite 8 Outlook 2000 McAfee Anti virus, Patient1 medical application, Unity and Rumba databases, MS Internet Explorer and Netscape
Supported Network Interface Cards and PC Hardware
Provided Support for HP LaserJet printers, Okidata dot matrix and Eltron Label printers
Quality Assurance testing on computers at nurses and doctors stations
Provided backup and restoration of client data to and from server

2000 -  2000

Provided desktop, phone and network support for just under 200 users, Partners, Managing Directors, Associates and Analysts
Provided Network support utilizing User Manger for Domains, Server Manager, WINS, DHCP server, Citrix Metaframe and McAfees Anti virus Management Console
Supported MS Windows 2000 NT 4 and Windows 98 operating systems
Hardware support included Intel Pentium desktops and laptops, Palm and Blackberry devices
Printer support included local and network printers
Application support included MS Office 97/2000 Outlook 98/ 2000 Internet Explorer, Bloomberg terminal application, On ! Contact and Lexis Nexus applications

1999 -  2000
Level 2 Desktop Support Engineer

Provided support for 5000+ users in the Investment Banking Division and Capital Market
Support included onsite and phone support, rollouts and Y2K upgrades
Users consisted of Managing Directors, Directors, Vice Presidents, Associates and Analysts
Supported MS Windows NT 4 and 3.51 operating systems
Application support included MS Exchange 5.0 MS Outlook 98/ 2000 MS Schedule, MS Office 97 Lotus Notes, Lotus Organizer, Internet Explorer and Netscape Communicator
Market Data support included ADP Power Partner, News Edge, SNL Data Source and Bloomberg
Hardware support included Compaq and Hewlett Packard desktops and IBM laptops
Provided local and network printer support to HP, Lexmark, Xerox and QMS printers
Utilized Remedys GPMS ticketing software for logging calls
Client Administration tools included User Manager for Domains, Server Manager, Systems Management Server 1.2 Net Backup, Remote Access Service

1999 -  1999

Operating systems supported included NT Workstation 4 Windows 95/3.1 and 3.11
Applications supported included Rumba Mainframe on NT4 and terminals, MS Office 97
Novells GroupWise 4.1 used for collaboration between Helpdesk and on-site crew
Logged and escalated tickets using Computer Associates Call and Problem Management 3.5 application

1998 -  1998
Y2K Rollout Engineer

Logins and context changes were done through Novell Intranet Ware client 4.1
Over the network and CD-ROM installations of Y2K-compliant email applications
Email included Y2k compliant Lotus CC Mail and MS Outlook 97 and 98
Supported Intel desktops and laptops running Windows NT 4/3.51 under Novell Intra NetWare Client

1998 -  1998
Level 3 Client/ Server Support Engineer

Administration of HP-UX servers running 9.06 and 10.20 operating systems
Participated in the setup of new HP 9000 series Class D dual processor Unix server
Managed user and group accounts and provided backups
Provided cabling to Cisco Systems Catalyst switches, ADC routers, terminal servers and hubs
Gained some knowledge of Linux
Desktop Support
Installed and configured HP LaserJet local and network printers
Provided Desktop, phone support and training to 2000+ users at Bellevue Hospital
Operating systems supported included Windows 98/ 95 3.1/ 3.11 workstations
Hardware supported included Intel 386 to Pentium II PCs and laptops and Digital terminals
Applications supported were Corel WordPerfect Suite, Outlook 97 and Netscape Navigator email

Education