Systems Support Specialist. End-user services and lab systems support. Managed helpdesk ticketing system (RemedyForce and Samanage). Management and administration of MDT image deployment system. Management and administration of Dell Kace automated application deployment system. Management and administration of Symantec EndPoint Protection server. Management and administration of Dell Data Protection server and clients. 3rd level escalation point for helpdesk. Mobile Device Management for iPhone and Android. Support and administration for Empower 3 Chromatography. Provide support for various computerized lab systems, including but not limited to, UV-Vis, Lab-X, Density Meter, Morphologi, Viscometer, Kinexus. Extensive GMP, GLP, GDP knowledge and experience.

I support computer systems for lab instruments. This includes troubleshooting hardware and software issues, deploying new hardware and software based on GMP requirements, validating GMP computer systems, completing IQ documents as needed for validation and assisting system owners with planned upgrades and installation of new systems. Perform periodic reviews of GMP systems. Maintain detailed inventory of lab systems. Perform migration from Windows XP to Windows 7. Maintain a HP Managed Print Services (MPS) system at the site. Deploy and maintain computers and WYSE thin clients in a clean room environment. Developed, deployed and maintain a group of managed WYSE thin clients.

Provide support and analysis for customer call center of 70+. Maintain the call center applications, make changes to the environment as business needs dictate and make performance improvements as needed. Coordinate upgrades and software updates as needed. Cross-trained in other areas of the systems operations group to provide full coverage at all times.

Provided second tier support services for 300+ employee base. Coordinated the purchase and installation of new computers and laptops as needed. Led projects for department moves, hardware refreshes and technology upgrades. Worked closely with telecom and networking teams to provide prompt support and deliver best service.

Worked with corporate IT department to deploy new technologies. Deployed new desktops and laptops and led mass roll-outs for local office. Provide first and second level desktop support for user base of 100+, including field sales force. Troubleshoot hardware and software issues. Maintain card reader and security systems. Administer PBX and Voicemail systems. Process new hire requests to obtain IDs and computer equipment. Provide audio and visual needs for off-site meetings. PC hardware repair and upgrades. Some Finance Analyst and Category Management experience.