Career Summary

An analytical IT professional with 10 years experience in delivering superior remote hardware/software troubleshooting. Efficiently installs upgrades, configures and maintains computer hardware and peripherals. Constantly strives to support the company mission while effectively serving clients. Proven success working in collaborative environments and exhibiting leadership tendencies by conceptualizing and executing effective marketing strategies.

Quickly master emerging technologies

Manage multiple complex projects

Demonstrate creative & innovative thinking

Experience

Reckitt-Benckiser – Parsippany, NJ

Desktop Support/Service Desk Analyst (contractor)

Perform level-one support of networking software and protocols such as VPN, TCP/IP, DNS, DHCP, Exchange, and Active Directory
Perform level-two support of network appliances including servers, switches, backup systems, and wireless access points
Travel weekly between sites to provide desktop support to satellite offices. Diagnosed hardware/software issues for PC and Mac users; averaged 35 calls per day accounting for 25% of help desk total call volume
Perform computer hardware upgrades, including complete transfer of all user data
Install and configure software applications (MS Office 2007/2010, Acrobat)
Train new Help Desk Technicians
Create and implement a successful SOP for installing and configuring a department-wide data
sampling application

Eze Castle Integration – New York, NY

Global Support Desk Supervisor

Lead the Weekend Team Providing remote and desktop support for over 300 executive financial services clients in New York, London, Singapore and Hong Kong markets
Provide weekly client infrastructure reports to management and support desk analysts
Research new technologies to forecast possible types of issues the support desk would be
troubleshooting
Served as a point of horizontal technical escalation for junior analysts Managed the incoming case load via phone and e-mail
Troubleshoot PC, Mac, and mobile device issues; average 230 calls per week accounting for 20% of the total call volume
Perform level one and two support of networking software and protocols such as VPN (IPSec), TCP/IP, DNS, DHCP, SMNP, Microsoft ActiveSync, Microsoft Exchange, and Active Directory
Install and configure software applications

External IT/OS33 – Iselin, NJ

RMM Engineer/Service Coordinator

Maintain and manage RMM tool performance, identifying opportunities for improvement
Manage day to day operations of clients IT infrastructure and security
Assist the RMM Manager with client vendor management issues and requests
Assist in the development of innovative ideas that increase levels of customer service
Create and maintain health reports for clients
Develop and maintain customer SLA’s
Escalate tickets to the next level support group in a timely fashion within pre-defined service levels for the Support Center
Deal professionally and appropriately with dissatisfied customers as per defined procedures
Work closely with the management team to achieve overall Support Center performance goals as well as increase individual productivity
Stay up to date on supported software and hardware trends and changes Complete special
projects as assigned

Boy Scouts of America, Patriots’ Path Council – Cedar Knolls, NJ

Systems Administrator

Provide desk side support for approximately 50 employees and dozens of volunteers throughout Sussex, Morris, Union, Somerset, & Middlesex counties
Maintain the local Windows domain and Active Directory environment
Established a ticket and incident management system for visitors and staff to submit technology requests
Implemented special outdoor access points to improve wi-fi connectivity and create a network bridge at Winnebago Scout Reservation

KIPP:New Jersey – Newark, NJ

Technology Specialist

Provide constant support to administrative, academic, and operations team members for daily tasks and issues
Install and maintain software and hardware packages
Maintain accurate asset management for student and staff technology at multiple schools
Perform problem management on software and operating system incidents reported by staff
Document technical processes regarding faculty and staff device deployment configurations
Assist with network switch port configurations and troubleshooting

Education

Rutgers University – New Brunswick, NJ

B.A., Political Science – Livingston College

Western Governors University – Salt Lake City, UT

B.S., Network Operations and Security – College of Information Technology

Technical Skills

Routing	OSPF, BGP, EIGRP, IS-IS, RIP v1, RIP v2, HSRP, VRRP, GLBP
Topologies	Ethernet, T1, Wireless, MPLS, Frame Relay, ATM
Communication Protocols	IP, TCP, UDP, DHCP, DNS, ICMP, SNMP, ARP, PPP, FTP, TFTP
Operating Systems	Windows, Linux, MacOS
Network Management	Wireshark, SNMP, SolarWinds, WhatsUpGold, Net flow, Syslog, Nmap
Switching	VLANs, VTP, STP, Inter VLAN Routing, Ether Channels, CEF, Port Security, VSS, LACP, PAGP
Security	Cisco ASA, Fortinet, Checkpoint, IPSec/SSL VPN, DLP, IDS/IPS, Bradford NAC, LDAP
Network Peripherals	Cisco Switches (2900 Series, 3560, 3750, 3850, 4500, 6500), Nexus 7k/5k/2k, Cisco Routers (2600, 2800, 3640, 3700, 7200 series), Meraki Firewalls (MX 64W), Meraki Switches(MS-250), AP’s (MR 74, MR 33), Cisco Aironet AP’s (1500, 1200, 1100 Series), Cradle point Routers ( IBR 1150, IBR 650, IBR 350)
Mobile Platforms	Android, iOS