Experience

SLAIT Consulting

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

• Desk Support Analyst

  • Jun 2010 - Jul 2012

  Provides Level 1 and 2 end user support via telephone, email, on-site interaction and remote software based on client specific requirements Flexibility in day-to-day task includes: Using SCCM tool for remote deployment of software to user's desktop. Support for laptop VPN configuration Creating network accounts and email accounts for new users Analysis with recommended solutions for non-critical LAN problems along with the rationale of the remediation. Ensuring the following… Show more Provides Level 1 and 2 end user support via telephone, email, on-site interaction and remote software based on client specific requirements Flexibility in day-to-day task includes: Using SCCM tool for remote deployment of software to user's desktop. Support for laptop VPN configuration Creating network accounts and email accounts for new users Analysis with recommended solutions for non-critical LAN problems along with the rationale of the remediation. Ensuring the following documentation outlined in the SOP Escalation Process are gathered and submitted via the ticketing system Show less Provides Level 1 and 2 end user support via telephone, email, on-site interaction and remote software based on client specific requirements Flexibility in day-to-day task includes: Using SCCM tool for remote deployment of software to user's desktop. Support for laptop VPN configuration Creating network accounts and email accounts for new users Analysis with recommended solutions for non-critical LAN problems along with the rationale of the remediation. Ensuring the following… Show more Provides Level 1 and 2 end user support via telephone, email, on-site interaction and remote software based on client specific requirements Flexibility in day-to-day task includes: Using SCCM tool for remote deployment of software to user's desktop. Support for laptop VPN configuration Creating network accounts and email accounts for new users Analysis with recommended solutions for non-critical LAN problems along with the rationale of the remediation. Ensuring the following documentation outlined in the SOP Escalation Process are gathered and submitted via the ticketing system Show less



Cegedim Dendrite Intl

• Help Desk

  • Nov 2008 - Mar 2010

  Provides internal technical support to District Managers and Pharmaceutical Sales Rep end users. Daily responsibilities consist of: Opening a ticket for every call and providing thorough documentation of troubleshooting performed to resolve issues Following appropriate procedures for case escalation through different departments Taking ownership of every unresolved ticket and provide follow-ups every 48 hours until the issue has been resolved Providing education and training on… Show more Provides internal technical support to District Managers and Pharmaceutical Sales Rep end users. Daily responsibilities consist of: Opening a ticket for every call and providing thorough documentation of troubleshooting performed to resolve issues Following appropriate procedures for case escalation through different departments Taking ownership of every unresolved ticket and provide follow-ups every 48 hours until the issue has been resolved Providing education and training on proprietary software and web based tools Unlocking user accounts and resetting passwords Troubleshooting hard-wire and wireless internet connections Assisting with the connection and configuring of company routers and ensuring VPN connectivity along with troubleshooting any VPN errors Troubleshooting synchronization failures and errors Tsroubleshooting third party field approved hardware to include WAN cards, blackberry’s and docking stations Accurately diagnose hardware failures and ships out new hardware as needed Remotely logs into end users laptops for the purpose of pushing software updates, driver installs, and troubleshooting/resolving any other issues that can not be walked through over the phone Show less Provides internal technical support to District Managers and Pharmaceutical Sales Rep end users. Daily responsibilities consist of: Opening a ticket for every call and providing thorough documentation of troubleshooting performed to resolve issues Following appropriate procedures for case escalation through different departments Taking ownership of every unresolved ticket and provide follow-ups every 48 hours until the issue has been resolved Providing education and training on… Show more Provides internal technical support to District Managers and Pharmaceutical Sales Rep end users. Daily responsibilities consist of: Opening a ticket for every call and providing thorough documentation of troubleshooting performed to resolve issues Following appropriate procedures for case escalation through different departments Taking ownership of every unresolved ticket and provide follow-ups every 48 hours until the issue has been resolved Providing education and training on proprietary software and web based tools Unlocking user accounts and resetting passwords Troubleshooting hard-wire and wireless internet connections Assisting with the connection and configuring of company routers and ensuring VPN connectivity along with troubleshooting any VPN errors Troubleshooting synchronization failures and errors Tsroubleshooting third party field approved hardware to include WAN cards, blackberry’s and docking stations Accurately diagnose hardware failures and ships out new hardware as needed Remotely logs into end users laptops for the purpose of pushing software updates, driver installs, and troubleshooting/resolving any other issues that can not be walked through over the phone Show less



Cox Communications

• United States
• Telecommunications
• 700 & Above Employee

• HelpDesk Support

  • Oct 2007 - May 2009

  Provides troubleshooting and overall resolution to customer with wireless home networks by ensuring simultaneous Internet connection and enabling file & printer sharing. Ensures wireless security through WEP with unique keys, MAC level authentication and disabling SSID broadcast Troubleshoots and resolves modem issues by resetting and provisioning or diagnosing as hardware failure Resolves TCP/IP issues through troubleshooting and repairing WINSOCK, detecting ghost entries, pinging… Show more Provides troubleshooting and overall resolution to customer with wireless home networks by ensuring simultaneous Internet connection and enabling file & printer sharing. Ensures wireless security through WEP with unique keys, MAC level authentication and disabling SSID broadcast Troubleshoots and resolves modem issues by resetting and provisioning or diagnosing as hardware failure Resolves TCP/IP issues through troubleshooting and repairing WINSOCK, detecting ghost entries, pinging DHCP servers, checking DHCP lease information and disabling server services when applicable, checking NIC for speed issues caused by incorrect duplexes, running ping IP Block, NSlookup and trace route information to track down problems Show less Provides troubleshooting and overall resolution to customer with wireless home networks by ensuring simultaneous Internet connection and enabling file & printer sharing. Ensures wireless security through WEP with unique keys, MAC level authentication and disabling SSID broadcast Troubleshoots and resolves modem issues by resetting and provisioning or diagnosing as hardware failure Resolves TCP/IP issues through troubleshooting and repairing WINSOCK, detecting ghost entries, pinging… Show more Provides troubleshooting and overall resolution to customer with wireless home networks by ensuring simultaneous Internet connection and enabling file & printer sharing. Ensures wireless security through WEP with unique keys, MAC level authentication and disabling SSID broadcast Troubleshoots and resolves modem issues by resetting and provisioning or diagnosing as hardware failure Resolves TCP/IP issues through troubleshooting and repairing WINSOCK, detecting ghost entries, pinging DHCP servers, checking DHCP lease information and disabling server services when applicable, checking NIC for speed issues caused by incorrect duplexes, running ping IP Block, NSlookup and trace route information to track down problems Show less



KIS Computers

• Network Technician

  • Aug 2006 - Sep 2007

  Ran Category 5 cable with multiple drops. Connected cables to patch panel and multi-port switches. Builds and installs customized rack and tower servers to support both small and medium size businesses, utilizing both SCSI controllers and SCSI enclosures along with RAID technology and configurations. Configured and troubleshot routers and firewall hardware Installed and configured Site-to-Site VPNs and Remote Access VPNs for the purpose of securing data by implementing encryption and… Show more Ran Category 5 cable with multiple drops. Connected cables to patch panel and multi-port switches. Builds and installs customized rack and tower servers to support both small and medium size businesses, utilizing both SCSI controllers and SCSI enclosures along with RAID technology and configurations. Configured and troubleshot routers and firewall hardware Installed and configured Site-to-Site VPNs and Remote Access VPNs for the purpose of securing data by implementing encryption and IPSEC. Experience installing and configuring Exchange Server 2003 and Veritas Backup software. Provided network planning, testing and analysis of e-mail system and spam prevention for network users. Managed security policies to track events occurring on the network. Organized local and network access to resources on the servers. Performed upgrades and maintenance of clients, servers, and network equipment. Completed daily backups for the purpose of recovering from system failure. Set up print servers to monitor, configure, and control access to printers on the network. Works independently and in collaboration troubleshooting network services, protocols and connectivity. Show less Ran Category 5 cable with multiple drops. Connected cables to patch panel and multi-port switches. Builds and installs customized rack and tower servers to support both small and medium size businesses, utilizing both SCSI controllers and SCSI enclosures along with RAID technology and configurations. Configured and troubleshot routers and firewall hardware Installed and configured Site-to-Site VPNs and Remote Access VPNs for the purpose of securing data by implementing encryption and… Show more Ran Category 5 cable with multiple drops. Connected cables to patch panel and multi-port switches. Builds and installs customized rack and tower servers to support both small and medium size businesses, utilizing both SCSI controllers and SCSI enclosures along with RAID technology and configurations. Configured and troubleshot routers and firewall hardware Installed and configured Site-to-Site VPNs and Remote Access VPNs for the purpose of securing data by implementing encryption and IPSEC. Experience installing and configuring Exchange Server 2003 and Veritas Backup software. Provided network planning, testing and analysis of e-mail system and spam prevention for network users. Managed security policies to track events occurring on the network. Organized local and network access to resources on the servers. Performed upgrades and maintenance of clients, servers, and network equipment. Completed daily backups for the purpose of recovering from system failure. Set up print servers to monitor, configure, and control access to printers on the network. Works independently and in collaboration troubleshooting network services, protocols and connectivity. Show less



Collins Consulting, Inc.

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

• LAN Administrator

  • Jan 2006 - Aug 2006

  Provides daily Network administrative services in a large scale enterprise environment for contractors, Navy and Marine Corps users on the NMCI network to include the following tasks: Using remote services Tivoli and Net Meeting for troubleshooting Using Active Directory to reset passwords, unlock, unhide and activate accounts Also uses Active Directory to monitor software associated with different machines for the purpose of pushing software remotely. Troubleshoot and configure… Show more Provides daily Network administrative services in a large scale enterprise environment for contractors, Navy and Marine Corps users on the NMCI network to include the following tasks: Using remote services Tivoli and Net Meeting for troubleshooting Using Active Directory to reset passwords, unlock, unhide and activate accounts Also uses Active Directory to monitor software associated with different machines for the purpose of pushing software remotely. Troubleshoot and configure various legacy applications Setup profiles and mailboxes for Legacy, Outlook 2000 and 2003 users Assists customers with daily Import and Exportation of Personal Folders, Offline Storage, Personal Address Books, Rules, Toolbars and Menus, Favorites, AutoSignatures, and Templates files for the purpose of backing up Configuration of LDAP service Master Key Plus for Outlook clients. Troubleshoot File, Print and Exchange server connectivity issues Map users to network printers and shared drives Troubleshoot network share permission issues Installation of PKI Certificates for users ensuring the access to secure websites, email encryption and email digital signatures Show less Provides daily Network administrative services in a large scale enterprise environment for contractors, Navy and Marine Corps users on the NMCI network to include the following tasks: Using remote services Tivoli and Net Meeting for troubleshooting Using Active Directory to reset passwords, unlock, unhide and activate accounts Also uses Active Directory to monitor software associated with different machines for the purpose of pushing software remotely. Troubleshoot and configure… Show more Provides daily Network administrative services in a large scale enterprise environment for contractors, Navy and Marine Corps users on the NMCI network to include the following tasks: Using remote services Tivoli and Net Meeting for troubleshooting Using Active Directory to reset passwords, unlock, unhide and activate accounts Also uses Active Directory to monitor software associated with different machines for the purpose of pushing software remotely. Troubleshoot and configure various legacy applications Setup profiles and mailboxes for Legacy, Outlook 2000 and 2003 users Assists customers with daily Import and Exportation of Personal Folders, Offline Storage, Personal Address Books, Rules, Toolbars and Menus, Favorites, AutoSignatures, and Templates files for the purpose of backing up Configuration of LDAP service Master Key Plus for Outlook clients. Troubleshoot File, Print and Exchange server connectivity issues Map users to network printers and shared drives Troubleshoot network share permission issues Installation of PKI Certificates for users ensuring the access to secure websites, email encryption and email digital signatures Show less



ICT Group, Dell Contractor

• Help Desk Technician

  • Apr 2005 - Nov 2005

  Provided technical support and troubleshooting for all Windows Operating Systems and the following issues: Performed OS reinstalls, upgrades, repairs on the system utilizing both the Operating System CD in addition to the Recovery Console, and parallel installations to help back up information when the GUI was not available. Helped customers with the successful removal of Viruses, Trojans, Worms and Spyware. Provided technical support and troubleshooting for all Windows Operating Systems and the following issues: Performed OS reinstalls, upgrades, repairs on the system utilizing both the Operating System CD in addition to the Recovery Console, and parallel installations to help back up information when the GUI was not available. Helped customers with the successful removal of Viruses, Trojans, Worms and Spyware.



Andrulis / DRC Corporation

• Project Analyst

  • Sep 2002 - Sep 2004

  Planed and conducted successful Citizenship and Immigration Services (CIS) Quality Assurance Reviews nationwide (Travel 50%). Responsible for corporate laptop, credit card, and paying all expenses in a timely manner. Coordinated travel plans including: airfare, hotel, rental car and meetings with team members. Read previous Quality Review Reports and gather additional information as needed to complete Quality Assurance Reviews. Reviewed and documented all findings, errors, or… Show more Planed and conducted successful Citizenship and Immigration Services (CIS) Quality Assurance Reviews nationwide (Travel 50%). Responsible for corporate laptop, credit card, and paying all expenses in a timely manner. Coordinated travel plans including: airfare, hotel, rental car and meetings with team members. Read previous Quality Review Reports and gather additional information as needed to complete Quality Assurance Reviews. Reviewed and documented all findings, errors, or concerns relating to the various sections of the CIS Program listed in the Standard Operation Procedures or Regulations. Analyzed/evaluated the quality and compliance with standards that governs the application process of U.S. Citizenship and Immigration Services as stipulated by federal guidelines. Conducted entrance/exit briefing with CIS District Director or Site Supervisor. Responsible for writing and submitting Official Government Reports to Washington, D.C. HQ for review. Show less Planed and conducted successful Citizenship and Immigration Services (CIS) Quality Assurance Reviews nationwide (Travel 50%). Responsible for corporate laptop, credit card, and paying all expenses in a timely manner. Coordinated travel plans including: airfare, hotel, rental car and meetings with team members. Read previous Quality Review Reports and gather additional information as needed to complete Quality Assurance Reviews. Reviewed and documented all findings, errors, or… Show more Planed and conducted successful Citizenship and Immigration Services (CIS) Quality Assurance Reviews nationwide (Travel 50%). Responsible for corporate laptop, credit card, and paying all expenses in a timely manner. Coordinated travel plans including: airfare, hotel, rental car and meetings with team members. Read previous Quality Review Reports and gather additional information as needed to complete Quality Assurance Reviews. Reviewed and documented all findings, errors, or concerns relating to the various sections of the CIS Program listed in the Standard Operation Procedures or Regulations. Analyzed/evaluated the quality and compliance with standards that governs the application process of U.S. Citizenship and Immigration Services as stipulated by federal guidelines. Conducted entrance/exit briefing with CIS District Director or Site Supervisor. Responsible for writing and submitting Official Government Reports to Washington, D.C. HQ for review. Show less