IT SUPPORT SPECIALIST Provided desktop support including assisting users with desktop computer systems and peripherals, connectivity, and applications for 5 regional offices. Analyzed and resolved hardware and application problems for computer systems and network resources. Monitored computer systems, servers, networks, and applications for response time, problem prevention, performance, and resource utilization. Recommended and implemented upgraded PC hardware and software as well as upgraded all Windows XP/Vista workstations/laptops to Windows 7 using Microsoft Center Manager (SCCM) image deployment. Assisted video conference calls using Lifesize Unit and A/V support when requested. Performed monthly maintenance on servers, software patches to address security and performance issues, and backups using Arcserve software. Awarded Technician of The Month in July 2010. Oversaw and managed the implementation of Windows Vista to SFO Airport Team to maximize the use of memory resources.

 Provided a single point of contact for end users to receive support and maintenance including installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal performance. Developed preventive maintenance procedures to avoid system failures. Set user access rights and permissions in Active Directory. Supported ProSystem FX Engagement/Tax/Time Entry Accounting type applications and the configuration of PDA/TREO devices. Trained and mentored users on related hardware and software systems. Designed and implemented procedures to track inventory of software and hardware components. Maintained documentation for system installations, configurations, and upgrade activities.

 Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responded to queries, ran diagnostic programs, isolated problem, and implemented solutions. Maintained and updated computer hardware and storage, and performed backups using NovaBackup and Veritas Backup Exec. Provided Blackberry support and trained users on how to synchronize device with MS Outlook. Created and reset user accounts in Active Directory and Certegy/Wizard/Patron Casino type Applications. Designed and established a new process for hardware inventory. Documented server network topology for resources.

 Provided desktop support to more than 500 users related to WinXP/2000/NT/9x. Proactively resolved issues for both on-site and remote users. Oversaw and managed the roll-out of more than 500 workstations and laptops to various locations using Norton Ghost Images as well as the migration from WinNT to Win2000 and/or WinXP. Performed regular backups using ArcServe 2000 software and LAN configurations.