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Yyyyyy x. yyyyyy

- 49 Wall St Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Technical Support ▪ Desktop Support ▪ Cisco Network Support

Qualifications Profile


    Self-assured, dynamic, and results-driven professional with more than 18 years providing high-performance IT service support and customer/user service mostly in the academe, banking, and technology solutions industries.

-    Proven passion for delivering outstanding IT services that reduce work interruptions and ensure cost-effective use of computing resources.

-    Detail-oriented, analytical and methodical with critical thinking to resolve technical issues even under stress.

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

    Strong people management and interpersonal communication skills that inspire confidence across diverse ethnicities.


Key Expertise

Business Operations Support

    IT Maintenance Planning

    Customer Service Management

    Technical Service Support

    Relationship Management (Customers, & Suppliers)

    Technical Project Support

    Help Desk Operations


    Client/Server Computing

    Admin: DHCP, & Active Directory

    Apps: Magic, Track It, & Web Jet.

    OS: UNIX/Linux (Redhat), Solaris 8, Solaris, Sun SPARC, HP-AIX, IBM, Mac 7, & MS Windows

    Productivity Tools: MS Office


    Networking: TCP/IP, CCNA, EIGRP, RIPv2, OSPF, CISCO, VPN, VLAN, WebEx , Oracle

    Network Hardware: CISCO Routes & Switches


Professional Experience


PFI Tech Deskside Support Nov 2014 Present

    Implemented Juniper SRX100 devices, educating end-users on preventing and minimizing cyber security attacks.

    Diagnosed and repaired network L2, L3 issues, providing technical support on all computing desk resources (hardware and peripherals), including administrative support in managing user accounts and resolving password issues.


Sullivan & Cogliano Woodbridge, XXXXXX System Analyst Nov 2013 Jul 2014

    Provided 2nd level support for Windows 7 and all network applications, using Track It to manage trouble tickets, and Active Directory to provide user account administration, configuring the manager console and windows remote assistance to remotely support clients.

    Migrated end-users from Win XP to Win 7, installing and configuring approved end-users apps with SCCM.

    Provided technical support for network apps such as Oracle DCMS, CISCOVPN, CISCO, SAP, ESPS, and WEBPDM minimal Mac support in a network environment.


Modis Jacksonville, FL Tech Support Nov 2011 May 2013

    Provided technical and administrative support in migrating to Windows 7, maintaining support to users of older desktop OS up to Windows XP, and configuring network printers using TCP/IP protocol DHCP & SMNP.

    Maintained user account in Active Directory, monitoring performance of network printers using Web Jet.


Pitney Bowes New York City, NY Printer Technician Mar 2007 Nov 2010

    Provided 1st level technical support and timely resolutions for various mission-critical print devices and network connectivity issues in the Windows environments, achieving the highest levels of productivity, handling over 100 user calls per a week, earning a solid reputation for resolving complex issues and providing exceptional customer service.

    Assisted users in configuring, diagnosing, and repairing newly set up printer systems involving HP 4000, 4100MFP, 4200, 4250, 8000, 8150, 9000, 9000MFP, HP Color 9500/5500 series, and Okidata color printers.

    Escalated issues as needed and maintained communication with the customer and Technical teams.


New York Institute of Technology New York City, NY Computer Support Sep 2003 Feb 2005

    Provided technical support to teachers and student involving Dell workstations and audiovisual equipment for onsite and distance learning classes.


JP Morgan New York City, NY Computer Support Mar 1998 Oct 2001


Education & Credentials


    M.S. in Information Security Operations, CHAMPLAIN COLLEGE Burlington, VT (On-going)

    B.S. in Microcomputer Programing. GLOBE INSTITUTE OF TECHNOLOGY New York City, NY

Professional Training & Certifications

    Certified: A+, VMware, CCNA, Red Hat Linux, Cisco, Avtech Technical Institute


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