End User Support Specialist

• Feb 2020 - Present

Network Engineer

• Apr 2018 - Feb 2020

IT Support Specialist

• May 2017 - Oct 2017

Technical Support Specialist

• Jan 2015 - Apr 2017

Telecommunications Coordinator

• May 2011 - Sep 2014

Telecommunications Coordinator Jewish Home Lifecare, New York, NY May 2010-Present • Primarily responsible of the company’s phone and voicemail system which consists of a NEC 2400 PBX system and a NEAX voicemail system at 3 main sites (Manhattan 1,159 digital/analog lines, Bronx 1,416 digital/analog lines and Westchester 486 digital/analog lines) • Handled Moves, Adds and Changes of phone lines and computers to new offices or current offices • Worked with outside vendors to run new voice and data cables in new office locations/additions to current offices • Supported 250+ Blackberry, iPhone, iPad, Android devices and mobile aircards/personal hotspots • Helped transition and port over the company’s mobile devices from Sprint to Verizon for better coverage • Backup for the Helpdesk coordinator covering the helpdesk when needed • Assisted in the implementation of touch screen devices that nurses and CNA’s would use to input patient information • Was part of an on-call rotation during weekdays and weekends for 24 hrs. • Setup videoconferences between our sites for staff and provided training sessions on how to use the equipment Show less

IBM Desktop Support Specialist

• Oct 2008 - Oct 2009

• IBM Desktop Support Specialist, Tier II support on Windows XP environment • Desktop support specialist / Main IT support for AT&T Mobility group consisting of 350+ users in different offices based out of New York City, Long Island and New Jersey • Setup brand new laptops using AT&T images, re-imaged machines using Norton Ghost, Backed up users profile, documents, PST files and transferred to new machines after their current laptop was replaced with new laptops • Reset users passwords on Active Directory and added new machines onto different domains as it was required for each group • Handled user moves of 60+ users within different New York City sites and setup their equipment at their new locations, mapping network printers from new locations onto each user, working with the Network support group making sure LAN ports where active and setup at new offices • Replaced/upgraded laptop hard drives, installed Wireless 3G cards and any other hardware required for each user • Handled tickets remotely and on-site depending on the user’s needs Show less

Migration Project

• Sep 2008 - Sep 2008

Lotus Notes migration into MS Outlook for 60 onsite users Created how-to guides and manual to facilitate the user experience when migrating from Lotus Notes into MS Outlook Assisted the users when they came in the following Monday with their questions on how to use Outlook, showing them how to setup their signature for the emails, creating archived folders locally for old emails, clearing up their mailbox Lotus Notes migration into MS Outlook for 60 onsite users Created how-to guides and manual to facilitate the user experience when migrating from Lotus Notes into MS Outlook Assisted the users when they came in the following Monday with their questions on how to use Outlook, showing them how to setup their signature for the emails, creating archived folders locally for old emails, clearing up their mailbox

Help Desk Support Specialist

• Aug 2007 - May 2008

Helpdesk/ Desktop Support for 120 users Windows XP environment Converted stationeries from Lotus Notes into MS Outlook format Converted address books from Lotus Notes to MS Outlook Blackberry (BES 4.1) setup and support for end users Created how-to guides and manual to facilitate the user experience when migrating from Lotus Notes into MS Outlook Unlocked/Reset/Setup accounts in Active Directory Handled special requests from traders regarding equipment/hardware/software Helpdesk/ Desktop Support for 120 users Windows XP environment Converted stationeries from Lotus Notes into MS Outlook format Converted address books from Lotus Notes to MS Outlook Blackberry (BES 4.1) setup and support for end users Created how-to guides and manual to facilitate the user experience when migrating from Lotus Notes into MS Outlook Unlocked/Reset/Setup accounts in Active Directory Handled special requests from traders regarding equipment/hardware/software

Help Desk Support

• Jun 2007 - Jul 2007

Desktop/ Helpdesk Support for 50 users on site and 100 users out site on a Windows XP Migrated users from Blackberry Enterprise Server 4.0 to 4.1 Laptop support (setup new laptops for new employees or cleaned used laptop replacing the hard drive with new one for new user) Printer support (replaced tonners and worn out printer parts that cause printers to malfunction), Hardware/Software support for end users over the phone and in site. Used Remedy ticketing system and Lotus Notes e-mail Show less

Desktop Support

• Apr 2007 - Jun 2007

Desktop support for 1000 Plus users in Windows XP environment Installed, setup and troubleshot Blackberries (AT&T and Verizon) IMAC installs (Monitors, Ram, Video cards, hard drives, port duplicators, laptop docking stations) Hardware/Software support (troubleshot company software, Windows XP, Windows Vista, MS Office '03, MS Office XP, and; third party apps) Installed/troubleshot local/network printers Installed multiple monitors, installed new workstations and laptops Installed replacement or updated workstations and laptop(making sure the user had all their personal folders and their mapped drives, printers, MS Outlook PST files, and settings moved over from old PC to new PC/Laptop Used Remedy ticketing system. Show less

Desktop support

• Jan 2007 - Jun 2007

Installed Desktop Computers for 30 users a week Desktop Installs/Upgrades Blackberry/Accessories Setups IMAC installs (Monitors, Ram, Video cards, hard drives, Port duplicators, laptop docking stations) Installed Desktop Computers for 30 users a week Desktop Installs/Upgrades Blackberry/Accessories Setups IMAC installs (Monitors, Ram, Video cards, hard drives, Port duplicators, laptop docking stations)

Advance Network Service Representative

• Feb 2006 - Oct 2006

Customer Support for Data DevicesTroubleshot Blackberries, Windows Mobile Phones (PDA Phones/Smart Phones), Air cards (Wireless PC Cards), Palm Treo Phones, Nokia E-62, Guided techs/users thru setupActivation or restoration (reload operating system/handheld software) of their device. Sync issues, Active Sync.

Advance Network Services Tech

• 2006 - 2006

Customer Service Representative

• Oct 2005 - Dec 2005

Handled calls in English and in Spanish for over 1000 usersWorked in the Activations department activating radios and selling new subscriptions for new and returning customersWorked in the OEM department activating new radios for car dealersHandled over 50 calls in a regular day, 60+ on a busy day.

Sales/Customer Service Representative

• Oct 2005 - Dec 2005

Tech Support/Installer

• Jan 2000 - Jan 2005

Hardware/Software installationMS Windows 98, Windows 2000, Windows XP ProMS Office 2000, MS Office 2003, Third Party DOS applicationsHardware support was mainly on computers built by me: IBM clones, upgrades: processor, ram, hard drives, CD/DVD-ROMs drives, video cards, modems, LAN cards) and maintenance for the computersBuilt Computers for the companyInstalled Home Theatres for clients (Audio/Video), DLP, LCD, D-ILA Projector installations, 7.1Amplifiers, 5.1 Amplifiers, Pre-amplifiers, Speakers setup/installs. Show less

Desktop Support

• Jan 2000 - Jan 2005