Provide Desktop/ Deskside support to end usersProvide Network support and device maintenance and installation Create accounts using Courion for Active directoryManaged Active Directory by resetting passwords, adding OUs, removing decommissioned assets, -adding and deleting user accounts, granting group permissions and unlocking accountsDeployed new desktops and laptops according to need regarding Windows 7 requirementsProvide remote support using RDP, Log Me in and… Show more Provide Desktop/ Deskside support to end usersProvide Network support and device maintenance and installation Create accounts using Courion for Active directoryManaged Active Directory by resetting passwords, adding OUs, removing decommissioned assets, -adding and deleting user accounts, granting group permissions and unlocking accountsDeployed new desktops and laptops according to need regarding Windows 7 requirementsProvide remote support using RDP, Log Me in and Lync Managed Terminal Server and Client / Support and Administration by adding limited licensed -applications and verifying hardware performance threshold Single point of contact for all IT related issues including onboarding and off-boarding usersProvided patch management support for devices that were not up to date with latest hotfixesWorked with End users both face to face and remotely to effectively solve issuesProvided support with Microsoft Office 365 creating accounts and configuring workstations and mobile -devices to receive and send mail Manage Avaya IP Office/ VOIP solution creating extensions, installing phones, adding voicemail -and forwardingProvide mobile device support including Tablets for intranet configuration Created asset management plan for equipment tracking logging serials and tagging assets Provide Printer and Print Server Maintenance including setupCreated and managed tickets using Remedy and Zendesk for tracking incidents and end user -encounters Installed network equipment such as routers, switches and access points and ran cabling for proper -placementCreated Standard Operating Procedure documentation for to minimize incidentsAssured devices were up to date with latest virus definitions and specialized in virus removal Show less

Provided Level 3 Server support to Pfizer regarding decommissioning, migrating and managing down -timeMigrated servers to virtual and physical formats using Platespin,VMware and Hyper-V Implemented change management for serversEvaluated servers for upgrading and decommissioning purposesAccessed servers using RDP to evaluate storage, performance and system stability Maintained current server software applications and patching before migration to ensure a high … Show more Provided Level 3 Server support to Pfizer regarding decommissioning, migrating and managing down -timeMigrated servers to virtual and physical formats using Platespin,VMware and Hyper-V Implemented change management for serversEvaluated servers for upgrading and decommissioning purposesAccessed servers using RDP to evaluate storage, performance and system stability Maintained current server software applications and patching before migration to ensure a high -success rateManaged and control the Configuration Management Database (CMDB) to ensure it meets customer -and ITIL standards and operational requirements Provided Citrix supportDiagnosed issues with Lan\Wan regarding hardware or software for utilization purposesManaged tickets using Remedy Ticketing System logging incidents Show less

Migrated users from Windows XP to Windows 7 Backed up users data and migrate to new workstationWorked with Corporate Level users to resolve issue in the most efficient manner to meet SLA’s as well -as customer satisfactory Reimaged workstations using Norton Ghost, Acronis and Windows Deployment toolDeployed and installed new workstations to end usersTroubleshot Exchange issue with connecting new users to the network as well as existing users mail -retrieval and… Show more Migrated users from Windows XP to Windows 7 Backed up users data and migrate to new workstationWorked with Corporate Level users to resolve issue in the most efficient manner to meet SLA’s as well -as customer satisfactory Reimaged workstations using Norton Ghost, Acronis and Windows Deployment toolDeployed and installed new workstations to end usersTroubleshot Exchange issue with connecting new users to the network as well as existing users mail -retrieval and calendar syncingTroubleshot issues regarding SCCM (Run Advertised Programs) and the deployment of software -patches and advertised softwareProvided Application support for Terminal Server and RDP connections for end users Managed Active Directory by removing old assets, adding group level access and password resetsManaged ticketing system using Remedy creating logs of incidents and end user encountersWorked with Barracuda Firewall and issues regarding browsingSupported Dell, Toshiba, Ricoh, Panasonic and Matrox productsProvided support for Microsoft Office 2003, 2007 and 2010 Provided virus removal and anti-virus support by keeping definitions up to date Show less

Installed new computer hardware and softwareMigrated data from source systems to destination unitsInstalled printers and configure IP and name based printingJoined workstations to the domain, Active DirectorySet up DHCP and Remote Desktop on workstationsConfigured email set up and verified PST file merge (Outlook)Performed troubleshooting on all network, hardware, and software issuesSenate office installs with business professional environmentTime sensitive… Show more Installed new computer hardware and softwareMigrated data from source systems to destination unitsInstalled printers and configure IP and name based printingJoined workstations to the domain, Active DirectorySet up DHCP and Remote Desktop on workstationsConfigured email set up and verified PST file merge (Outlook)Performed troubleshooting on all network, hardware, and software issuesSenate office installs with business professional environmentTime sensitive installs Show less

Integrated Watchguard firewalls into existing networks to provide an added layer of securityConfigured Watchguard firewall policies to restrict and allow traffic on the LANProvided remote support to clients using the VNC remote toolMonitored crimeware, malware and virus activity on POS systems and file serversManaged firewalls remotely using Remote Desktop ClientAssisted technicians in the installation of firewalls and POS systemsFlashed firmware updates onto… Show more Integrated Watchguard firewalls into existing networks to provide an added layer of securityConfigured Watchguard firewall policies to restrict and allow traffic on the LANProvided remote support to clients using the VNC remote toolMonitored crimeware, malware and virus activity on POS systems and file serversManaged firewalls remotely using Remote Desktop ClientAssisted technicians in the installation of firewalls and POS systemsFlashed firmware updates onto firewallsContacted clients to schedule installation times and to gather information on network topology Show less

Answered incoming phone calls on behalf of clientProvided remote hardware and software support through VNC toolTroubleshoot networking and active directory issuesProvided VPN support for Desktop and laptop applicationPerformed troubleshooting on Nortel clients connecting to VPN Managed ticketing system using RemedyMaintained a Public Trust ClearanceCreated knowledgebase and ISO documents for standardized methodology

Assisted customers with maintenance of their wireless accountsProvided Blackberry and PDA handheld device supportProvided Firmware and software upgrades to handheld devicesProvided customer service by making payment arrangements and handling payment transactions over --the phoneManaged tickets using RemedyProvided support to end user in regards to activating devices such as air cards and handheld devices