Experience

Five Rivers IT Inc.

• United States
• Computer Networking Products
• 1 - 100 Employee

• Service Desk Manager

  • Jun 2020 - Present

  New Jersey, United States • Oversee Service Desk day to day operations • Ensure staffing and skill levels are maintained • Develop new and improve existing processes to drive efficiency and quality of service • Development of IT procedures and KB articles to serve the Service Desk technicians and users • Advise Service Desk on handling situations and questions around processes or procedures • Provide additional support for the Service Desk if needed • Establish working relationships with customers… Show more • Oversee Service Desk day to day operations • Ensure staffing and skill levels are maintained • Develop new and improve existing processes to drive efficiency and quality of service • Development of IT procedures and KB articles to serve the Service Desk technicians and users • Advise Service Desk on handling situations and questions around processes or procedures • Provide additional support for the Service Desk if needed • Establish working relationships with customers, other managers, and senior management • Reviewing and reporting on KPIs • Driving service culture and focus on customer satisfaction • Providing Service Desk related reports to management and customers • Escalation point for technical and non-technical issues within Service Desk

• System Engineer

  • Jan 2019 - Jun 2020

  Rochelle Park, New Jersey • Provided remote troubleshooting for approximately 85 clients in small to mid-sized businesses • Assist in the remediation of end user issues being: - Connectivity issues - Applications - Telephony - Email - Server issues - Data recovery - Malware removal - Troubleshoot and fixed hardware related issues - Diagnosed technical errors and determined proper solutions - Installed new applications… Show more • Provided remote troubleshooting for approximately 85 clients in small to mid-sized businesses • Assist in the remediation of end user issues being: - Connectivity issues - Applications - Telephony - Email - Server issues - Data recovery - Malware removal - Troubleshoot and fixed hardware related issues - Diagnosed technical errors and determined proper solutions - Installed new applications and upgrades as needed - Unpacked, installed and configured new computers • Assisted project management in various tasks • Knowledge of networking standards, protocols, security, troubleshooting and performance tuning • Knowledge of Windows Servers and Active Directory • Lead and trained team members on trouble shooting techniques and ticket resolutions • Primary escalation tech for support issues • Remotely monitor client environments to proactively address issues via email and ticket alerts • Was on-call rotation, addressing alerts and escalated issues remotely and on-site after hours • Triaged and responded to all help desk tickets submitted by User’s and staff • Maintained the network infrastructure, including cabling, hardware • Maintained the server infrastructure, including hardware, Active Directory, and Exchange email system • Respond to help desk cases, determining extent of the problem and recommending any further action



Xclusive PC & IT

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Lead Helpdesk Technician

  • Feb 2017 - Dec 2018

  Totowa, New Jersey • Provided remote troubleshooting for approximately 50 clients in small to mid-sized businesses. • Assist in the remediation of end user issues being: - Connectivity issues - Applications - Telephony - Email - Server issues - Data recovery - Malware removal - Troubleshoot and fixed hardware related issues - Diagnosed technical errors and determined proper solutions - Installed new… Show more • Provided remote troubleshooting for approximately 50 clients in small to mid-sized businesses. • Assist in the remediation of end user issues being: - Connectivity issues - Applications - Telephony - Email - Server issues - Data recovery - Malware removal - Troubleshoot and fixed hardware related issues - Diagnosed technical errors and determined proper solutions - Installed new applications and upgrades as needed - Unpacked, installed and configured new computers • Assisted project management in various tasks • Knowledge of networking standards, protocols, security, troubleshooting and performance tuning • Knowledge of Windows Servers and Active Directory • Lead and trained team members on trouble shooting techniques and ticket resolutions • Primary escalation tech for support issues Show less



Vitaquest International LLC

• United States
• Manufacturing
• 100 - 200 Employee

• Compression Technician

  • Aug 2016 - Jan 2017

  Caldwell, New Jersey, United States • Operated and maintained heavy machinery • Took the powder form of a vitamin and compressed it into a tablet • Kept records of tablets’ specifications • Maintained a clean work environment that met FDA standards



Passaic County Clerks Office

• United States
• Government Administration
• 1 - 100 Employee

• Park Attendant

  • May 2015 - Aug 2016

  Passaic County, New Jersey, United States • Enforced safety rules and regulations • Performed maintenance, repair, and sanitation work • Patrolled the park • Provided courteous, high quality service to members of the public



Staples

• United States
• Retail Office Equipment
• 700 & Above Employee

• Easy Tech

  • May 2013 - May 2015

  Totowa, New Jersey • Delivered Sales and Service • Provided peer coaching and training on selling skills and new technologies • Ensured an inviting environment for the customers by maintaining a neat and clean department • Ensured profitable sales and achievement of goals • Adhered to all company policies procedures & safety standards • Performed computer repairs and maintenance tuning • Performed other related duties as assigned