Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 516-459-1738 abc@xyz.com

Onsite & Remote Support Team Leadership Project Management

Client Satisfaction Troubleshooting & Diagnostics Deskside Support

         Offer 20 years experience in information technology spanning technical support/help desk operations, upgrades, refreshes, migrations, roll-outs, and server/system/network administration.

         Advanced capabilities in troubleshooting, diagnosing, and rectifying challenging technical issues.

         Ensure high levels of customer satisfaction through seamless communication and cooperation.

         Respected for resourcefulness, integrity, and ability to deliver genuine results.

         Considerable strengths in imaging, back-ups, Active Directory, repairing PCs, installing peripherals, removing viruses, and installing programs to safeguard users from cyber threats and malware.

         Highly skilled at computer and network analysis, performance tuning, and efficiently responding to user requests and issues.

         Able to straightforwardly explain or convey technical information to non-technical personnel.

IBM Corporation, Jericho, New York, 2008 to Present

System Services Representative / Help Desk / Deskside Support Specialist

         Served as team lead in Windows migration and deployment projects for clients spanning Morgan Stanley, Merrill Lynch, Heineken, Hilton Hotels, Fireman's Fund, Alliance Insurance, ACE Insurance, WAMU, American Express, and Amtrak.

         Shepherded team in more than 60 refresh projects for Gap, Inc. (Gap, Old Navy, and Banana Republic).

         Effectively led team in technology roll-outs and refreshes at Morgan Stanley including installation and configuration of 2,000+ desktops, laptops, and printers.

         Mobilized and directed support staff in executing BestBuy and Hilton Hotels POS refresh and upgrade projects across 100+ locations in Tri-state area.

         Performed hardware upgrades and repair tasks encompassing IBM data servers, UPS and network switches, mobile devices, and software at client sites consisting of major banks, hotels, and retail stores.

         Guided countless major projects such as installation of 36 HP-DL580R07 Wintel servers for ESX clusters, 25+ Avocent PDUs, eight NAS storage devices (Net App FAS3170A/3140A), 12 ACE 4710 load balancers, and 18 Cisco LAN switches for NYC Department of Information Technology and Telecommunications.

         Played an integral role in deploying, configuring, and verifying 5,000+ Cisco IP Phones for Department of Health and Mental Hygiene.

         Helmed hardware upgrades, refreshes, and repairs to POS systems at client sites; demonstrated proficiency in servicing cash register machine memory, displays, scanners, printers, peripherals, hard drives, and servers.

         Championed Tivoli Endpoint asset management project to track and record assets, update Square One, and re-install Tivoli Endpoint to streamline and optimize future remote asset management.

         Provided break-fix remote and deskside support for issues related to software, reimaging, Windows O/S (i.e. user local profile and access), antivirus/malware, and hardware such as wireless LAN, Blackberry, and iPhone support.

         Methodically installed, upgraded, and repaired Cisco Telepresence systems (Cisco 3000, TX1310, 1100, MX300, 3200 Series, 3010, EX60 and 1000) to achieve an immersive collaboration experience.

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Pomeroy / IBM Corporation / Alliance Insurance, New York, New York, 2010

IBM Network and Desktop Support

         Provided timely 24-hour tier I and II support, both onsite and remotely for client (Alliance Insurance).

         Independently oversaw full-scope troubleshooting functions for company s top executives, consistently meeting or surpassing performance goals.

         Delivered comprehensive deskside support for end users and provided software recommendations to enhance client productivity and generate revenues for IBM Corporation.

Credit Suisse First Boston, New York, New York, 1998

Assistant, IT Coordinator to VP of IT

         Spearheaded reliable and efficient technical support for staff workstations running Microsoft Windows operating systems including 98, ME and NT, performed various hardware and software upgrades, and held critical accountability for 70% of troubleshooting operations company-wide.

         Consistently met or exceeded project goals and handpicked as team lead for several initiatives based on outstanding talents in resolving challenging technical issues and maintaining SLA compliance.

Additional experience includes roles in sales, hospitality, and banking with companies such as: Nextel Wireless, Encore Lighting, ADT Security Systems, John Lack Associates, North Fork Bank, PS SOS (Toshiba), Whale s Tale, and Napper Tandy s Irish Pub.

Bachelor of Science in Organizational Management

St. Joseph s College, Patchogue, New York, 2014

IBM Certified

FEMA:

Radiological Emergency Management

Introduction to Hazardous Materials

Animals in Disaster: Awareness and Preparedness

Diversity Awareness

Civil Rights and FEMA Disaster Assistance

Workplace Violence Awareness Training

Emergency Planning

Leadership and Influence

Decision Making, Problem Solving, Effective Communication

Protecting Your Home or Small Business from Disaster

Introduction to Debris Operations

Workplace Security Awareness

Protecting Critical Infrastructure Against Insider Threats

Critical Infrastructure Security: Theft and Diversion What You Can Do

National Disaster Recovery Framework

Windows O/S, LAN/WAN, Cisco routers, photocopiers (Canon, Ricoh, Xerox), printers (Canon, Brother, Dell, Epson, HP, Lexmark, Panasonic, Samsung, Sharp, Toshiba), Blackberries, iPhones, Active Directory, Tivoli Endpoint Asset Management, Lotus Notes, Microsoft Office (Access, Excel, Word, Outlook), SQL Advantage, VPN, Cisco Telepresence Systems (3000, TX1310, 1100, MX300, 3200 Series, 3010, EX60 and 1000), POS systems