Current working for Accredo Specialty Pharmacy under contact from Alorica

● RSA specialist for BMW, Rolls Royce, Mini, and Motorrad.● Support for customers with any breakdowns, software issues, product operation and functionality.● Assisted customers with any information about the vehicle and troubleshooted issues.● Verification for coverage on customers' accounts and warranty information.● Worked closely with multiple teams throughout North America/Central America to keep customers mobile.● Constantly studied internal knowledge base and testing for information on new hardware and features.● Provided A+ customer service even when customers were irate or upset.

● Systems support for all hardware and software throughout the company.● Supported client’s Apple and IOS devices.● Ensured that system backups ran properly on schedule.● Provided remote support when I was not on-site.● Setup wireless hardware and configured wireless services on user devices.● Provided support for users in the field for their laptop and remote devices.● Maintained local area network and firewall.● Installed Office 365 and Microsoft products on Apple systems.● Worked on cleaning users systems and ensuring no malware was on users systems/devices.

● Worked with clients to assess their current technological infrastructure and designed a custom plan tomaintain, upgrade or replace that infrastructure based on the needs and wants of the business owner.● Provided systems and desktop support to clients and their customers.● Secured current systems, servers and firewalls for clients.● User account and group management over Active Directory and exchange and other hosting solutions.● Managed device installations and software configurations for those devices.● Imaged desktops and laptops and ensured that all images were kept up to date.● Assessed and designed a monthly schedule with clients to apply updates to software and firmware to upholda secure and bug free work environment.● Monitored daily backups of clients for any errors or issues. Worked with clients to correct those issues andran custom backups if any daily jobs would fail.● Designed and setup security systems for clients.● Worked with other team members to ensure a strong social media presence for clients as well as SEO forthose clients.● Ensured that clients had secure remote access across multiple platforms and devices to their internalnetworks.

• Responsible for various environments for multiple clients in different industries.• Installation, configuration and management of Windows server/AD environment.• Management of MS Exchange, and clients connecting through Exchange.• Administration of MS virtual servers and VM Ware servers.• Management of firewalls, routers, and switches.• Daily monitoring of backups for clients, and maintenance on backup problems.• Managed work flow for IT help desk and monitored performance via Karisoft ticketing system.• Support on local and SaaS based applications for users.• Installations and maintenance for server, desktop, laptop, and tablet hardware.• Support for Android, Blackberry, and IOS based devices.• User account creation and group policy assignment and maintenance.• Remote access management and maintenance.• Remote support via RRAS, Log Me In, and Radmin.• Installation and maintenance of VoIP systems.• Maintained detailed logs of daily activity using Karisoft system and monthly reports.• Hardware and software procurement services for clients.

• Level 2-3 support for multiple clients (hardware and software).• Supported client’s handheld devices and their associated mobile applications (Blackberry, HTC, and Windows Mobile).• Performed regular back ups on clients systems/handhelds and re-imaged the systems when needed.• On-site and off-site level 2-3 technical support on hardware and network issues.• Assisted customers with technical aspects of their wireless handsets and service. • Assisted clients with troubleshooting laptops and software in the field.• Helped establish and maintain (LAN) network for clients.• Provided support for wide variety of operating systems for clients (Windows XP/Vista/7, Linux).• Network administration of various users/permissions and group policies over Active Directory.

• Installation, configuration and maintenance of Windows 2003 server.• Maintenance and configuration of MS virtual servers and VM Ware servers.• BES maintenance and management.• User account, license and policy management of Blackberry Enterprise.• Assisting users with connectivity issues to BES server.• Supporting users with Blackberry desktop manager.• Installation and configuration of IIS.• Site and custom application management and monitoring for clients.• User account creation and group policy assignment and maintenance.• User and group policy management for network shares over Active Directory.• Remote access management and maintenance on RRAS.• Management and maintenance of local PBX and voicemail system.• System, server and network level troubleshooting internally and for clients.• Maintained 24/7 general infrastructure and datacenter support and maintenance.• Responsible for company and client backup of all data and SQL databases.• Provided on-site support for user and network issues for remote clients.• Remotely managed Active Directory and Exchange for multiple clients.

• Weekly monitoring and maintenance of 12 process and virtual servers.• Worked with Infrastructure group on monthly maintenance of all production servers.• User account creation and group policy assignment and maintenance.• Maintained, administered, and assigned all aspects of Blackberry Enterprise Server. • User account maintenance for all employees including software and data backup. • Daily monitoring of custom applications across several servers to which clients connect to for document processing.• Maintenance for user lines and groups of local PBX and hardware line maintenance of local PBX.• Provided software/hardware help desk support to all internal users (150+) on site as well as satellite offices.• Worked with developers and ASPEN team for client incident response and resolution. • Imaging and re-imaging of new desktops and laptops for new user with custom build of Windows XP.• Managed all company wireless accounts through AT&T and Nextel.• Tracked usage of all wireless accounts to ensure cost efficiency.• Assessed inactive lines and transferred the numbers to standby. • Completed line and number labeling project for all mobile and blackberry phones.• Completed project, reassigning network printers & servers new naming conventions across our five locations.• Utilized BMC Magic Service Desk for all ticket resolution and asset tracking.• Monitored user and group policy management for network shares over Active Directory.• Remote access management and maintenance over Cisco VPN.

• Administrator for Summation SSE and Summation CT/Enterprise, a SQL based document management used for litigation support. • User account management through Novell Netware.• Aided users in login and account profile issues in Novell Netware.• Summation user account creation and maintenance.• Summation and AD user account management and maintenance.• Case and department user and group rights assignment. • Creation of new cases, management of current cases.• Case migration from Summation SSE to Summation CT/Enterprise.• User troubleshooting and issue analysis. • Summation Web access troubleshooting for co-counsel.• Supporting users to load case data through iPro.• Modification and tweaking of dii files with regards to token errors in dii files that were converted from other versions of Summation and other litigation support software.• Tweaking of image info tables.• Provide software and hardware help desk support to all internal users (150+) on site as well as satellite offices in NY, PA and GA.• Configured, maintained and installed servers, switches, routers, desktops, laptops, LaserJet printers, multifunction machines, Blackberry’s, cell phones, landline phones.• Administered, maintained and installed updates for Family Soft.• Configured and performed continuous maintenance on GroupWise, Spam Filter, Norton Anti-Virus Server Edition, Web Sense and Blackberry Enterprise Server. • Account operator for company’s wireless accounts through Verizon and Cingular. • Performed number ports and assumptions of liability for the company. • Assessed calling plans to ensure that company was on the most cost efficient plan. • Responsible for the procurement of all IT equipment.• Worked as project leader on many team assignments.• Network packet monitoring.• User and group rights management for network shares over Netware.• Weekly maintenance of Netware servers.• Remote access management and maintenance.