Experience

Billtrust

• United States
• Financial Services
• 500 - 600 Employee

• Desktop Support Specialist

  • May 2021 - Present

  Desktop Support Specialist at Billtrust Desktop Support Specialist at Billtrust



Jack Morton Exhibits\​Constituency Management Group

• Robbinsville, NJ

• Senior Technical Analyst

  • Mar 2014 - May 2021

  Sole onsite technician responsible for supporting 80 local users in mixed Windows 7\X​P and Mac 10.8 and 10.9 environment. Handled all office moves, installations, configurations and imaging of computers. Assisted IT teams in remote offices using LANDesk tools and tracked local and remote user issues in Remedy, working on and closing approximately 5-10 tickets a day. Imaged new mobile and desktop computers using Microsoft Deployment Toolkit. Configured, deployed and supported all mobile devices including iPhone\​iPad\​Android. Resolved networking issue in office where users were not getting online, by creating new larger IP scopes and separating server & equipment reservations from general scope pool addresses. Planned and completed analog to Avaya IP phone system upgrade project throughout office. Successfully upgraded several Windows 2003 servers to Windows Server 2008 R2 per corporate hardware & operating system standards. Worked with Active Directory (AD) for both user & computer account management & tracking. Heavy use of Avaya site administration tool to configure and maintain voicemail systems. Monitored daily network backups using CommCell Console testing restores quarterly. Completed quarterly audit controls for Sox requirements including network account access, anti-virus status, BitLocker encryption of all laptops, network backup reports and PC & Mac software update status. Show less



IPG DXTRA

• United States
• Public Relations and Communications Services
• 100 - 200 Employee

• Senior Technical Analyst at IPG DXTRA

  • Mar 2014 - May 2021



ZAIS Group, LLC

• Red Bank, NJ

• IT Infrastructure-Desktop Support\Backup Administrator\Junior System Admin

  • Jun 2009 - Jan 2014

  Completed daily, company-wide network backups including Data\Exchange\SQL servers and disaster recovery operations using Symantec NetBackup & Backup Exec on domestic & international servers. Manage backup and recovery planning technical documentation for all Windows servers, documenting the company disaster recovery procedures. Created NetBackup policies as needed for Windows & SQL Servers with separate SQL Database Backup policies as needed as databases were created or updated\renamed. Performed weekly SQL Database restores to test functionality and validate database backups. Performed Exchange Administration\Active Directory account management including add\remove\change user\security groups in multiple domain environment. Created self-help user documentation and processes which resulted in the reduction of service calls to the corporate help desk and improved customer service. Responsible for setup and configuration of Cisco IP Phone system using Cisco Unified Communications Manager. Responsible for the provision and maintenance of all server system hardware and software and related infrastructure while ensuring that system hardware, operating systems, software systems and related procedures adhere to organizational standards. Coordinated troubleshooting and monitoring to isolate and diagnose common system problems, documented events to ensure continuous functionality. Recommended course of action and implemented as approved. Successfully completed team project rolling out Cisco VPN Client and RSA SecurID Hard & Soft tokens to all corporate users to implement a more secure remote access policy. Monitor and act on configured performance monitor alerts on all network computer systems using OpManager & Spiceworks monitoring software. Successfully planned and executed upgrade of all PC’s from Windows XP to Windows 7 platform. Built and configured VMWare Server environment hosting 35 production servers saving company $30K in server hardware. Show less



Ciber Global

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Operations Analyst-Service Level Manager

  • Sep 2008 - May 2009

  Delegated and prioritized Remedy & Computer Associates Unicenter Service Desk ticketing system issues accurately and with comprehensive detail. Troubleshot and tracked technical issues and requests via ticketing system. Wrote technical documentation for helpdesk and resolver teams for all resolved issues and problems. Monitored and acted on automated alerts creating & escalating tickets to appropriate resolver group. Successfully took on responsibility for one of our biggest clients to create and track tickets for them assuring all incidents were handled within allotted timeframe under SLA agreement. Made client follow-up calls to monitor quality of satisfaction and incident resolution before tickets were marked as resolved. Owned production operational issues for products by issuing initial response, data gathering, tracking, and resolution where possible as well as determining escalation protocol based on the nature of the issue and the client involved. Provided detailed insights on the daily operations of client offices and how they impact Technology Operations. Show less



American Standard Brands

• Manufacturing
• 700 & Above Employee

• Team Leader Desktop Services\Sr Desktop Technical Analyst

  • Dec 2001 - Aug 2008

  Managed daily Active Directory administration including adding, deleting, modifying user accounts & Exchange mailboxes to accommodate new hires, departing employees, and changes to user domain accounts within a 1000+ local & remote user environment. Provided 3rd level technical assistance and supervised a desktop staff of 3 analysts including delegating and prioritizing Remedy ticket system issues accurately with comprehensive detail. Wrote technical documentation for helpdesk and resolver teams for all resolved issues and problems. Procured and tracked, and managed all incoming PC equipment including damage inspection, complete hardware reformatting and troubleshooting, reconditioning, and hardware/software installation and upgrades. Successfully completed a remote access upgrade of iPass, Cisco VPN and SecurID Token software, and a new AD domain transition and network configuration for local & remote users. Researched, tested and implemented new imaging software transition from Symantec Ghost to ScriptLogic Desktop Authority Image Center, saving the company $10K in licensing fees. Spearheaded a lease renewal project for 300 local and remote PC’s including data and program transfers. Performed client-side hardware replacement, application installations and product testing and evaluations. Configured and maintained several Mac systems to work on the company network. Remote troubleshooting, software repairs & Spyware\Virus cleanup using Microsoft NetMeeting. Developed a testing lab and testing procedures for the IT team. Made client follow-up calls to monitor quality of desktop experience. Show less



Disney General Entertainment Content

• United States
• Entertainment Providers
• 700 & Above Employee

• Senior Executive Desktop Support Analyst - Junior NT Administrator

  • Jun 1999 - Jun 2001

  Provided 3rd level quality desktop support to 275 network executives. Built laptops and desktops using custom built images with Symantec Ghost. Installed and maintained hardware and software for end users of company supplied computers and peripherals. Trained end-users on new and upgraded equipment and software. Installed and tested new hardware products for evaluation. Accountable for backup\restore of user data during move\add\change of PC’s. Administered an NT network including user account setup, configuration, access privileges and group assignments. Executed a Windows 2000 and Office 2000 Rollout to 500+ Desktops and Laptops. Documented installation and troubleshooting procedures and provided them to users and IT Team. Tested and rolled out Palm Pilot; used Compaq iPaq to access exchange corporate network via cell network. Installed and configured Windows NT 4.0 Servers and Workstations using various domain models and Microsoft Exchange 5.5 Servers. Assisted supervisor with special projects including user-equipment surveys, software rollouts and new product testing and evaluations. Show less



CBS News

• United States
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Senior Desktop Analyst - Y2K Team-Contract

  • Mar 1999 - Jun 1999

  Implemented new Windows NT machines with CBS image and proprietary software. Troubleshot Windows NT laptops & Windows 95 desktops for 500+ users. Completed Y2K desktop remediation including BIOS, Windows and software upgrades for Y2K compliance. Resolved Y2K related hardware problems with older desktop and laptop machines. Implemented new Windows NT machines with CBS image and proprietary software. Troubleshot Windows NT laptops & Windows 95 desktops for 500+ users. Completed Y2K desktop remediation including BIOS, Windows and software upgrades for Y2K compliance. Resolved Y2K related hardware problems with older desktop and laptop machines.



Viacom

• United States
• Entertainment
• 700 & Above Employee

• Senior Desktop Support Analyst - NT4 Rollout Team-Contract

  • Mar 1998 - Mar 1999

  Spearheaded the installation of new NT 4.0 Workstations and Windows 95 clients. Specified hardware and software to ensure compatibility and interoperability. Installed and configured hubs, network interface cards, and related hardware. Configured network for multiple protocol support. Developed detailed End User & IT Team technical documentation. Oversaw the migration of various software applications & hardware upgrades. Performed routine Windows NT administration including creating new users, accounts, and groups implementing NTFS security. Troubleshot problems and maintained trouble-free network operations. Lotus cc:Mail to Microsoft Outlook upgrade for 4000 users. Set up and supported printing in an NT and Novell network using File and Print Services for NetWare. Successfully migrated MS Mail to MS Outlook; installed and configured users for MS Exchange. Show less



Network Machines Inc.

• Desktop Support Analyst - Hardware Technician

  • Jan 1997 - Mar 1998

  Built PCBs for use in PCs and set top boxes for this electronics manufacturer. Developed, configured and repaired network servers and workstations using NT 4.0 and Windows 95 platforms. Effectively managed parts inventory. Utilized highly developed logic and analytical abilities to resolve problems and restore optimal operating parameters. Built PCBs for use in PCs and set top boxes for this electronics manufacturer. Developed, configured and repaired network servers and workstations using NT 4.0 and Windows 95 platforms. Effectively managed parts inventory. Utilized highly developed logic and analytical abilities to resolve problems and restore optimal operating parameters.