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Yyyyyy x. yyyyyy

- 53 New England Dr. Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Senior Desktop Support Network Administration


Qualifications Profile


    Highly self-motivated and results-driven management professional with more than years providing high-performance customer service and technical support mostly in the healthcare industry.

    Detail-oriented without losing sight of the big picture, analytical and methodical with critical thinking to strategize solutions in addressing work issues even under stressful work conditions.

    Well-organized with multitasking skills that optimize resources to achieve outstanding results.

    Decisive leadership, strong people management, and exceptional interpersonal communication skills that inspire confidence while forging teamwork with colleagues across diverse ethnicities.


Key Expertise

IT Systems Administration

    IT Planning Support

    Technical Service Support Administration

    Process/Workflow Improvement

    Continuous Quality Improvement

    Relationship Management (Customers, Stakeholders, Public, Government & Suppliers)

    Inter-Office Coordination

    Policies & Regulatory Compliance (i.e. OSHA, etc.)

    Staff Supervision & Training

    Records & Document Management

    Disaster Recovery Administration

    Data & Network Center Management

Project Management

    Concurrent Project Management

    Systems/Business Needs Analysis

    Agile /Scrum Methodologies

    PERT/CPM Charting

    Project Documentation

    Project Budget Management

    Systems Development & Prototyping

    Systems Install & Divestment

    Systems Configuration, Conversion, Migration & Integration)

    Stress & User Acceptance Testing

    Post Implementation Support

    Project Performance Review


    Citrix Computing environments

    OS & Platform: AS400, Windows XP-10 and all Mac OS versions, Windows Server 2003 2012 R2

    Workgroup Computing: MS Exchange, Blackberry

    Active Directory

    ERP: SAP/R3

    Programming: PowerShell scripting

    Cloud Computing: Adobe Creative Cloud

    Virtualization: VMWare technologies

    Hardware: Desktop & Mobile PC, Printers, Scanners, Cisco switches & routers

    Systems Security: Firewalls and VPNS, Spam filtering systems

    Network Technologies: DMZ, Avaya VoIP, Cisco (Design & structure, Network customization, performance tuning & monitoring), DNS, WAN/LAN, TCP/IP & Subnet masks

    Productivity Tools: MS Office 2003-2016 & 365 (Word, Excel, PowerPoint, Access, & Outlook)

    Internet: Email/Webmail, Web Research, Social Networking, & Online Collaborative Computing


Professional Experience


Thermo Fisher Scientific | Bridgewater and Fair Lawn Ÿ XXXXXX

Dell - Senior DSS Field Client Support Jun 2015 - Present

Thermo Fisher Scientific | Bridgewater and Fair Lawn Ÿ XXXXXX

Centurylink - Senior Desktop Support Mar Jun 2015

    Re-badged and hired by Dell at upper management due to reputation of providing excellent customer service and ticket completion.

    Assigned in IT Projects, providing a major role in the Office 365 migration project.

    Provide assistance in enabling remote access through Dell Sonic Wall and Citrix XenDesktop.

    Provide server administration, optimizing performance, resolving software and hardware issues, and recommending action plans to precluded future similar cases.


    Successfully resolved 88% of all tickets submitted to the Service Now / Desktop Support queue

    Managed and re-designed the Bridgewater warehouse access point system and successfully implemented changes, saving the company $75,000 in new access point purchases with no connectivity and sever interruption to users working on mobile devices.

    Created new SOP s for managers and supervisors to ensure proper compliance of IT policies and procedures.





Yyyyyy x. yyyyyy

- 53 New England Dr. Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Marcolin Eyewear Ÿ Somerville, XXXXXX

Lead Desktop Support Engineer Nov 2010 Jan 2015

    Performed Tier III desktop and laptop support to over 1000 employees on site and remotely, serving corporate headquarters and satellite locations throughout US and Europe.

    Planned and managed the upgrade of 1000 plus workstations to Windows 7 and MS Office 2010.

Systems & Network Administration:

    Managed Windows Server, LAN/WANs, AS400 account management and daily backups.

    Created, maintained and managed user accounts and permissions for the following: Active Directory, Exchange, Airwatch, Mobile Iron and Hyperion, VPN profiles along with TeamViewer and Adobe Creative Cloud for Enterprise.

    Diagnosed and resolved user problems in Win 7 OS, VPN related issues, MS Office and other company approved applications and network installations.

    Monitored AS400 job Queues and print writers.

    Administered and performed data and network disaster recovery.

IT Project Management Support:

    Worked closely with auditors to ensure all systems were aligned with company security requirements.

    Managed and followed-through time-bound deliverables associated with all Desktop support projects.

    Liaised with IT departments and vendors to ensure successful completion of IT projects.

    Evaluated and recommended hardware and software products for purchase.

    Assisted project managers in all migration projects on planning, launching and time-keeping while adhering to approved project budgets and resource allocation.

Staff Development:

    Planned, developed, and led interactive skill-building software training sessions for Sales Force team.

    Provided major contribution in ensuring a proficient workforce and significantly reducing system downtime.


Sanofi Ÿ Bridgewater, XXXXXX

PDS Consulting - Tier I MIS Service Desk Jun 2009 Oct 2010

    Achieved highest levels of productivity in first call resolution, addressing and resolving over 1,000 calls per week, processing more than 200 calls per day.

    Provided timely resolutions to support mission-critical application users.


Education & Credentials


    B.S. in Computer Science, COUNTY COLLEGE OF MORRIS



Awards & Recognition

    Recognized at Dell in Field Client Support role for high quality customer service

    Recognized at SANOFI, earning a solid reputation for resolving complex issues and providing exceptional customer service



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