Summary




Computer Support professional in pursuit of learning new objectives and skills. Ability to establish priorities, work independently and as a team.


Employment

March, 2009 -  Present
Wireless Support

Performed desktop and break fix support on all desktop and laptop computers.
used and new computers for end users and required applications.
Redeploy Dell, HP and IBM workstations and configured Network printers.
Assisted in special projects like moving computer hardware equipment.

Installed and support hospital application like quadramed, GroupWise, Office 2003 professional, Doc Imaging, Snag it, Xyloc and other applications required.

Updated user s policies and profiles on all computers and laptops.

July, 2008 -  July, 2009
New York Presbyterian Hospital Migration Technician

Performed rollout and pc deployments of new Imaged desktop computers.
Installed required hospital programs and online web based applications.
Backed up and restored users data and there network public drives.
Kept an inventory of computers on Excel hardware tracking form.
Tested and patched network data drops and connectivity issues using a fluke.
Assigned private and public IP address for new and replacement machines.
Set up and configured IP addresses on network printers for end users.
Troubleshooted hardware and application issues using remote control software.
Updated user and computer account information in active directory and refreshed the policies as needed.

July, 2005 -  July, 2008
New YorkCity Dept Of Education Help Desk Lead

Answered calls from end users throughout the 5 borough school districts.
Troubleshooted Windows XP, Office 2003, Mac X Technical Support issues.
Trained new employees on new procedures and our ticketing system.
Escalated unresolved problem tickets to tier 3 support as needed.
Responsible for updating opened and unresolved tickets on a daily basis.

Supervised help desk system by monitoring the call volume assigning calls to other technicians needed.

May, 2004 -  May, 2005
Temp Force , New York City Dept Of Education Desktop Lead Specialist

Installing patches, hot fixes, anti-virus software on all computers, Backed up and restoring all users documents and their data profiles.
Performed Break-fix on users desktop and laps computers.
Provided technical support in person and updating opened tickets.
Escalated tickets to proper desktop support groups when needed.
Redeploy working workstations and configured printers to be on the network.
Primary technician for ghosting workstations in our setup room.

January, 2004 -  January, 2004
Help Desk Level 2 Phone Support Technician

Responded to 2nd level Technical calls regarding hardware and software issues.
Notified team lead members of priority issues and follow-ups.

Assisted in training of new hires and refresher training of current staff.
Resolved issues via phone support and using desktop streaming.
Setup and configured email accounts for outlook express and naps cape.
Removed viruses and pop up for Mac and windows computers.

September, 2003 -  September, 2003
Columbia University Desktop Remote Support

Performed on-site desktop and Network problems for end-users.
Troubleshooted end-users workstations and hardware and software issues.
Collaborate with the Network administrators and programmers as needed.
Participated in hardware and software installations and upgrades.

Replaced hard drives, cd rom drives and other hardware parts as needed.
Created end user accounts through active directory users and computers.

February, 2002 -  February, 2003
New York City Flushing Library Computer Support Specialist

Education

Skills


Windows NT/2000/XP workstation and server, Windows 95/98/ME/ Vista or MAC X. Extensive knowledge about Active Directory, proxy, firewalls, routers, switches. Leo Stream, Service Desk, Xyloc, Group Wise or Office Professional 2003 or 2007. Quadramed, Bedbord, web term, Doc Imaging, Thunderbird or Lotus notes email applications. Core Competencies or Skills Quick learner with ability to translate complex ideas. Good and Excellent Technical organizational skills and ability to prioritize workload. Attention to detail and precision solid concerning meeting deadlines and very reliability. Excellent communication work ethics interpersonal skills


Miscellaneous

Maintained good relations with the end users and staff in general.
Assisted with setting up and inventorying computer equipment.
Performed weekly maintenance on computer equipment.
Installed new software and hardware and upgrades.
First line support for hardware, software and network issues.
Resolved hardware and software problems and made repairs.
Assisted supervisors in training library staff and new hires.
Attended workshops and meetings related to new library applications.
Certifications A+, N+, MCP, MCSA, MCSE