Ed Dexter Email & Phone Number

Ipswich, MA

Brighton, MA

• Performed scheduled systems checks to ensure automated processes run without interruption.
• Provided end user support via phone, email and Service Desk Manager ticketing system. Documented and escalated issues to appropriate support groups as needed.
• Proactively monitored business critical AS400 Robot backup jobs. Prepared tapes for off-site archiving.

Greater Boston Area

• Utilized Symantec Ghost and Deploy Studio to image Windows-based desktops, laptops and iOS systems to meet client requirements.
• Performed quality checks on all desktops, laptops, printers and monitors to ensure functionality.
• Travel to client event sites to assist with equipment setup and breakdown.

Brighton, MA

• Performed scheduled systems checks to ensure automated processes run without interruption.
• Provided end user support via phone, email and Service Desk Manager ticketing system. Documented and escalated issues to appropriate support groups as needed.
• Proactively monitored business critical AS400 Robot backup jobs. Prepared tapes for off-site archiving.

Boston, MA

• Worked as member of pilot help desk team; supported over 90 offices across the country utilizing phone, e-mail, and Service Now ticketing software
• Performed user account maintenance and password resets using Active Directory for Users and Computers and Exchange Management Console
• Coordinated with second-level support and vendors to resolve complex desktop issues in a timely manner
• Provided first-level support for remote office webpages via TeamSite platform; ensured prospective clients researching local offices would have most up-to-date information
• Participated in weekly conference calls with help desk management and remote technicians to identify common user issues; developed and documented solutions to those issues for publication to company intranet knowledge.

Lexington, MA

• Supported users experiencing login and account permission issues across multiple applications including SAP, Lotus Notes, Windows network, and various internal clinical applications
• Processed application access requests daily; verified required approvals were documented to meet HIPAA and SOX compliance standards
• Met with external auditors annually to review request logs and identify areas in need of improvement to reduce potential future violations
• Participated in rotating on-call schedule to provide vendors with after hours remote access to resolve critical application issues with minimal business impact
• Assisted in training new team members on common user issues, allowing senior team members to focus on more complex issues
• Worked closely with application support groups during rollouts to document anticipated issues to prepare team for handling new issues

Boston, MA

• Triaged internal and external customer issues according to established guidelines using Internet-based ticketing system
• Generated and distributed daily help desk statistics report to management

Greater Boston Area

• Worked in various temporary assignments requiring strong attention to detail, a professional phone manner, general PC skills, and data entry.

Boston, MA

• Utilized Tivoli monitoring software and proactive system checks to maintain operations of high-visibility, multi-million-dollar-generating data center; escalated critical issues to appropriate support teams to minimize.
• Executed daily operations of critical data backups tape media; coordinated with offsite storage for tape pickups and recalls to comply with disaster recovery standards
• Coordinated with floor technicians to arrange desktop repair appointments for customers

Network Systems Specialist

Diploma, General Studies