Experience

SwiftTech Solutions, Inc.

• United States
• Information Technology & Services
• 1 - 100 Employee

• Network Support Technician

  • Nov 2011 - Present

  Ensure the operation and availability of the customer’s networked computers and all related peripheral devices. Repairs, troubleshoots,installs, and maintains customer networked PCs, software and peripherals while providing superior customer service to the customer departments and end-user base. -Troubleshoot, repair, install and maintain PC related hardware on customer network. • Organizes and prioritizes requests for service and on an as-needed basis works with vendor to resolve hardware and software problems. • Visits departments throughout the Customer to trouble-shoot, repair, and maintain data equipment problems, including workstations, portable/laptop computers, scanners, monitors, printers, telephones, faxes, modems, and other peripherals. • Determines the need to contract out repair work. • Tracks inventory by staff member and workstation and ensures this information is updated and accurate in the customer’s call tracking system. • Assists in developing specifications and recommends computer related purchases to management. • Coordinates work orders for the installation of new equipment and recycles old equipment. Ensures all necessary software and data is migrated and network connectivity is established. • Plans, schedules and coordinates new operating systems releases, engineering changes, and preventative maintenance changes. • Ensures the accurate and complete logging of required information into the MIS call tracking system. • Adheres to customer and MIS policies and procedures. • Provides software support on customer approved applications and operating systems. • Assists with special projects as needed. • When necessary, escalates problems to management or the appropriate secondarylevel of support resource for resolution.



Ansafone Contact Centers

• United States
• Telecommunications
• 100 - 200 Employee

• Sr., Help Desk/ Network Admin

  • Jul 2008 - Nov 2011

  •Managed projects to ensure deployments were met within a given budget and timeline •Administered and maintained complex routed LAN and WAN networks spanning four sites .across three states. •Designed and maintained Windows Active Directory networking environments, WINS, DNS, DHCP, SMTP, HTTPS, IIS, and more •Responsible for overall secure enterprise design of the internal infrastructure serving more than 500 nodes and 450+ employees including 100+ remote users •Directly responsible for mentoring and assisting 6 help desk analysts across multiple sites •Supervised contracted personnel to ensure projects were being met within company guidelines •Maintained a 99% uptime in a 24/7/365 call center utilizing multiple redundant systems put in place as well as on call rotation and 24/7/365 availability to the other members of the IT staff •Responsible for all T-I Data and Voice monitoring for all sites •Developed user manuals and documentation to ensure all IT staff were appropriately cross trained to ensure speedy and accurate support of our users/systems •Managed vendor (ISPs, telcos, software and hardware vendors) relationships •Administered Microsoft Exchange Server for over 300+ mailboxes •Managed BlackBerry Enterprise server for mobile phone users •Provided basic and updated user training on Microsoft Windows, MS Office, Internet Explorer, and Email software to new and existing employees •Interacted with and supported all level employees including the Executive team and Owner/CEO



Quick Bucks Direct

• PC/ Network Technician

  • Apr 2006 - Jul 2008

  •Provide support for all IT needs by monitoring and maintaining the company’s network systems. •Identify, document, and implement solutions to problems; perform network back-ups and measure performance •Provide support for all IT needs by monitoring and maintaining the company’s network systems. •Identify, document, and implement solutions to problems; perform network back-ups and measure performance



KS Solutions

• Customer Service Represenative

  • Oct 2004 - Nov 2005

  •Responsible for providing technical support for notebook and desktop computer customers. •Diagnosed, troubleshot, repaired, set-up and installed Windows 98, 2000, XP operating systems. •Installed PC hardware components: hard drives, power supplies, processors, motherboards, memory, displays, modems, printers, docking stations, USB devices, Ethernet and wireless network cards. •Troubleshot hardware/software, including DVD and CD-ROM drives; MS Office, McAfee and Norton anti-virus, and other bundled software. •Provided support for fault isolated desktop/laptop hardware issues; dispatched replacement parts for on-site repair; maintained inventory of company assets and purchased hardware as needed.