Worcester, Massachusetts, United States
• Fifteen years’ experience in IT technical support, including local and remote support of hardware, software, peripherals and smart phones; diagnosis and repair of hardware problems; setup and support of iPhone and Blackberry smart phones; setup and support of peripherals like printers and scanners; support of engineers using Bentley Microstation and Projectwise, use of SCCM for remote support and reports generation. • Backup administrator using Netbackup, utilizing proper tape management practices and procedures, including installation of software and setup of a Spectralogic tape library. • Symantec training on Netbackup installation and management. • Cisco training on Cisco Call Manager • Train users on company systems, including creating training documents. • Training, supervision, evaluation and support of new technicians and interns. • Upheld consistent focus on reliability, productivity and cost-effective operations while challenged by multiple merger and acquisition activities over the years. • Maintained inventory of laptops, workstations and other hardware allowing rapid replacement of faulty equipment. • Strong written and verbal communication skills. • Consistently seek better ways to accomplish tasks and solve problems.
• Assist clients in MS Office 2010 support by resolving issues within the applications, training-related requests, hardware and infrastructure. • Provide technical support with issues pertaining to a high level network environment such as network printing, drive mapping, Active Directory permissions and account creation, Exchange 2010 mailbox creation, Citrix access, file transfers and network connectivity for desktops, laptops and LAN networks, RSA usage for remote access. • Administer backup system consisting of Netbackup software and a Spectralogic robotic tape library, installing software and hardware, adhering to company backup policy and working with vendors as needed to maintain operation of system. • Prioritize, log and track calls in the HEAT ticket tracking system: update throughout the day from initial contact to incident resolution; escalate to appropriate team as needed. • Install, configure and maintain desktop/laptop systems and printers. • Analyze, report, recommend and act on service desk demand to better service users.
Contract employee with Orion Power • Technical support for Orion Power’s employees, supporting MS Office, Outlook, Windows, and Internet Explorer, dial-up and LAN access to a Windows network, network access rights and passwords. • Administered backup system using Backup Exec and a Spectralogic robotic tape library • Installed software, directly and remotely. • Troubleshot software, hardware and network access problems.
Contract employee with NEC BNS, Inc • Technical support for NEC’s employees, supporting MS Office and Outlook, Windows 95, MS Internet Explorer, PeopleSoft and Vantive applications, dial-up and LAN access to an NT network, network access rights and passwords. • Installed software, directly and remotely using pcAnywhere. • Troubleshot software, hardware and network access problems.
Contract employee with Carrier Corp. • First level technical support for Carrier employees, suppliers and distributors. • Supported MS Office and Outlook, Windows 95/98/NT, Novell Networking, Lotus CCMail, Netscape Navigator, Adobe Acrobat Reader, remote LAN access and dial-up network access. • Assisted system users in report retrieval and print queue functions on VAX, UNIX, BaaN and mainframe servers.
Honorable Discharge, Coast Guard Achievement Medal, 2 Good Conduct Awards, Employee of the Quarter • Overhauled and revised a data gathering system for marine hazards and incidences in New York Harbor. • Assisted in maintaining an accurate database of vessels in New York Harbor. • Monitored and Assisted in troubleshooting a UNIX-based LAN of radar, radio and video equipment in and around New York Harbor. • Supervised, trained, evaluated and counseled subordinates in all facets of their responsibilities. • Maintained inventory and did purchasing for the navigation division of a Coast Guard cutter. • Upgraded and refined watch stander qualification packages for multiple watch positions. • Prepared and presented navigation briefings and trip plans to the Captain and officer compliment of a Coast Guard cutter.