Experience

Harvard University

• United States
• Higher Education
• 700 & Above Employee

• Technical Support Engineer

  • Apr 2015 - Present

  • Deployed Windows and Mac computers daily for new users and refreshes.• Set up new iPhones, printers and other networked devices.• Maintained tickets with detailed descriptions in Service Now. • Troubleshoot technical issues around campus and remotely. • Recommend equipment and application purchases for customer base. • Explored, tested, and implemented new IT solutions and services as required, with the goal of standardization. • Created technical documentation for projects and knowledgebase. • Collaborate with faculty, researchers, and staff to streamline business process using technology solutions. • Provided assistance and support for security administration, mail, file servers, and assisting users with back up and recovery.• Participated in project work as required, including no-business hour deployments and moves. (e.g. nights and weekends)• Performs other duties as required.



Focus Technology

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

• IT Helpdesk

  • Mar 2014 - Mar 2015

  -- Provide mid-level knowledge of IT/IS technology in a production environment. -- Serve as the first point of contact for all technical support issues. -- Monitor ticketing system and making sure tickets are addressed in a timely fashion. -- Perform preventative maintenance for clients including server updates, checking backups, anti-virus and application maintenance. -- Provide remote support to clients over the phone using remote assist tools. -- Document all hours on a daily basis, separating billable hours from non-billable hours, using as much detail as possible and submitting timesheets on time. -- Balance a variety of issues and meet various deadlines at the same time.



Vertex Pharmaceuticals

• United States
• Biotechnology Research
• 700 & Above Employee

• Desktop Support Analyst

  • Jun 2013 - Jan 2014

  • PC and Mac Imaging and configuration.• Data backups and data recovery. • Deploy laptops and setup desktops for new hires. • Collect systems for terminations. • vShip2-submit shipping request for equipment for offsite users• Troubleshoot issues with WIN7, XP, and Mac OS X• Troubleshoot issues with Microsoft Office• Installation of application software.• PC fixed asset management.• Blackberry and iPhone setup and support.• LANdesk Management



Benchmark Senior Living

• Service Desk Analyst

  • Jan 2013 - Apr 2013

  • AD management and account creation.• Assisted with rolling out new software on company devices. • Configured new desktops and laptops. • SysAid ticketing system. • Supported phone lines for software and hardware issues.• Iphone,Blackberry, and Android setup and support. • Win7 upgrades • VPN client installations & troubleshooting• Virus and malware removal. • Support audio,visual,computer technology setups for local and remote meetings and conferences.• Installed and configured peripherals, components and drivers.



US Navy

• United States
• Armed Forces
• 700 & Above Employee

• Information Systems Technician

  • Aug 2011 - Mar 2013

  • Troubleshooting hardware and software issues with information systems.• Installing and maintaining operating systems.• Setting up and managing user accounts.• Maintaining networks LAN/WAN.• TS/SCI Security Clearance



Partners HealthCare

• Help Desk Analyst

  • Sep 2012 - Jan 2013

  • Provided technical support to end-users through the department's telephone support line, including software setup, configuration and troubleshooting. • Schedule Audio and Video Support for meetings throughout hospital.• Support hospital tracking and patient applications.• Citrix Management Counsel.• Managed user accounts in Active Directory.