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SCCM , Windows Easy Transfer, USMT, and MDT
ConnectWise Manage & Automate

ticketing system/Helpdesk, Remote management software to monitor a client’s servers, workstations, applications through the use of a collection of information tech tools loaded on servers and workstations

Network tools
Cmds (ie ping, nbtstat) Corporate Antivirus, Cisco/ Checkpoint VPN, wireless routers, PC network adapters, DNS, DHCP, IP addressing, subnets
Computer Hardware
Configuration / install / support
Lotus Notes-install and Troubleshooting
Active Directory
Windows 7 to 10 Migration
Windows 2008, 2003, 2000  server
Windows 10, 7, XP
Toshiba/ Xerox Multi Function Device Config and Support
Remote user support
Problem Solving
PC / Server Imaging using Altiris & Ghost
MS Office 365, 2016, 2010, 2007
VBS Scripting
outlook 2013, 2010, 2007, 2003, 2000 support
desktop support and network
Customer Support
• Computer Diagnostics and Repair


I am seeking new job opportunities, long and short term.


MacIntosh OSX, VMware, Citrix


Zorik Amusin

Mgr. of Branch Office Support at AIG                          [email protected]

Diana Frankel

Mgr . of IT Service Delivery CompuCom IT Services at Draper Labs                    [email protected] 

Walter Endyke

Mgr. of Deskside Svcs and Operations at Blue Cross-Blue Shield                         [email protected]




Work History

July 2018Dec 2018

Field Support Technician

BCS CallProcessing Inc.
  • Provided onsite IT support relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7 and higher) and MAC (OS X), and peripherals. Responsible for technical break/fix support for all IT systems currently deployed in production . PC imaging, software install,
  • Provided service and customer support onsite Executed restoration in the event of a service interruption, proactively responded to potential problems whether pc, network, printer hardware or software
  • Office 365- Create and manage users/ groups, Manage Exchange user and shared mailboxes, troubleshoot common account and permission issues, installation on user’s computers, MS licenses
  • ConnectWise Manage-ticketing system/Helpdesk
  • ConnectWise Automate(Labtech)- Remote management software to monitor a client’s servers, workstations, applications through the use of a collection of information tech tools loaded on servers and workstations
May 2017July 2018

Field Service Technician

eXcell division of CompuCom
  • Maintains, analyzes, troubleshoots, and repairs PC  / server computer systems, hardware and computer peripherals.
  • Documents, maintains, upgrades or replaces hardware and software systems at stores such as Target, Home Depot, Lowes, and Key Bank re: repair of Xerox, Lexmark printers and POS registers/card readers- windows 7/10 desktop OS-
  • Supports and maintains user account information including rights, security and systems groups-Active Directory
  • Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed.
  • Supported users apps such as Office 2013/16 and users office printers
  • Relies on instructions and pre-established guidelines to perform the functions of the job
Oct 2016Feb 2017

Computer Technician

Cayuga County (contractor w/Entre Computer Services) 
  • Provided customer support to both local and remote users in an enterprise environment
  • Resolved 1st / 2nd level Service Desk incident calls and tickets, both locally (walk up) and remotely.
  • Using MDT imaged desktops/ laptops in support of win 10 migration. This included installation of company’s required  full hard drive encryption software—Active Directory-Office 2016 
  • Provided hardware / software diagnostics
May 2016Aug 2016

Desktop Support

Draper Labs (Contractor w/ Compucom)
  • Performed large scale Windows 7 PC builds / deployments on Dell Laptops and desktops for new users
  • Provided customer support to local and remote users in an enterprise environment re: office 2013, etc.
  • Maintained user accounts in Active Directory/Configured windows apps and McAfee encryption on Dell Laptops
  • Mentored and trained other techs / On new resolutions to new issues, reported and notified other techs
Nov 2014Present

Level 2 Desktop Support

BlueCross-Blue Shield (sub -contractor w/ KForce)
  • Performed large scale Windows 7 PC builds and XP to 7 migrations using SCCM.
  • Supported both local and remote users in an enterprise environment using Lync remote software.
  • Using MDT/ USMT, imaged hundreds of desktops/ laptops in support of XP to win 7 migration.
  • Using SCCM queries, PC explorer, and direct user interface, determined user's applications and subsequent pc installs

Provided remote and local desktop support on all of BCBS’s hundreds of applications including MS Office 2013 (Word, Excel, Access, Powerpoint, Outlook), Avaya Soft-Phone, One-X Communicator)

Sep 2014Nov 2014

Independent Consultant

Dec 2013Sep 1914

Level 2 Desktop Support

Sandvik Corp (sub -contractor w/ IBM)

As part of the Sandvik  IT GSS – North America Field Support team, provided 2nd level local and field computer support for thousands of internal customers supporting Windows XP/7 ,Active Directory, Lotus Notes, and many applications . CA Service Desk was the ticketing system used.

·         Assisted with Checkpoint VPN, computer imaging, rollovers, software pushes / installs using SCCM and RAP  

·         Provided install and support of all office applications including Sophos, Office 2010 / 2013, Notes, Sametime, along with hundreds of other Sandvik applications.

·         Provided remote support of clients using TeamViewer Remote Access

·         Resolved many hardware / software customer issues such as Offline file synchronization, Intranet website access, Notes and application errors, Notes replication,   VPN errors, virus infections etc…

Sep 2012Sep 2013

Level 1 / 2 Desktop Support

First Energy Corp, consult. at C&G Consulting Services, Inc

As part of the IT Regional Field Ops team, provided 1st / 2nd level local and field computer support for thousands of internal customers using Altiris and AD. Supported Vista and Windows 7 systems. All basic end user questions on software, hardware, smartphones, internet access, and web applications were answered.

·Responded to and resolved 2nd level Service Desk incident calls and tickets, both locally(walk up) and remotely.

·Provided normal and off-hour Help Desk phone support.(50% of time), creating tickets on HP Service Mgr resolving 1st level user issues.

·Maintained computer inventory.

·Assisted with computer rollovers, ticket creation/ resolution, video-conference assistance, software pushes / installs, emergency support during storms, and support of Panasonic Toughbook software issues in field trucks.

·Provided install and support of all office applications including Office 2003 / 2010 / 2013, Cisco VPN, Notes, Blackberry/Iphone, HP Service Manager, Sametime, along with hundreds of other First Energy applications.

Aug 2012Sep 2012

Advanced Desktop Support

S&P Dow Jones Indices, consult. w. Judge Group

As part of the CME-McGraw Hill joint venture, supported email (MS Outlook) consolidation, migration, and desktop support for the 135 users using Outlook 2003, 2007, 2010 on Windows 7 computers. Created VBS scripts which were used to efficiently do the job of breaking up and moving the many outlook email files in use by the client.

Jan 2012Jun 2012

Advanced Desktop Support

ADP, consult. w. Insight Global

BACKGROUND: This assignment provided additional experience in an enterprise network environment (thousands of users) where standard MDT migration techniques were used to move user's data and profiles to new Windows 7 desktops and laptops. Great amounts of coordination and organization skills were used in order to schedule future migrations, research/catalog each user’s required software, install the software, and then finally contact the user and complete the Sophos hard drive encryption. Supported local and field customers.• As part of L2/L3 LAN support group, hardware & software trouble tickets were supported, monitored, tested and resolved on IBM, Dell & HP laptops/desktops• Supported virtual servers and provided end user support for all LAN-based applications while configuring and installing workstations. • Performed large scale Windows 7 Imaging and XP to 7 migrations using SCCM Windows Easy Transfer, and USMT.

• Supported both local and remote users in an enterprise environment using Bomgar remote software.

Using MDT/ USMT, imaged hundreds of desktops/ laptops in support of XP to win 7 migration. This included installation of company’s required Sophos full hard drive encryption software

• Wiped old computer hard drives prior to shipment to depot• Using SCCM queries, PC explorer, and direct user interface, determined user's applications and subsequent pc installs

• Coordinated and organized hundreds of user schedules for pc / data migration• Provided remote and local desktop support on all of ADP’s hundreds of applications including MS Office 2003 / 2007 (Word, Excel, Access, Powerpoint, Outlook).

May 2008Dec 2011

Advanced Desktop Support

AIG, consult. w. Elite Technical

BACKGROUND: Prior to this, I had great experience on small networks. I needed to gain experience on large enterprise networks. This was a very interesting job where I worked on many different project ranging from large MultiFunction printers to large scale pc migrations to blade PC support. I also studied VB scripting on my own and applied it on the job._____________________

Application Packaging and Deployment (Software) / Desktop Engineering Analyst (Hardware).  Provided local and field customer support of  PC Blades and engineering desktop solutions (local and remote) for AIG’s worldwide Windows XP desktops (~2000 users) .  Served as a level 2 support for PC blade issues that could not be resolved by the Help Desk.

  • Setup and supported new Windows XP  PC Blades / desktops for AIG customers. Maintained accurate user information database using Active Directory. Created tools and application deployment packages (ie VBS scripts & Winbatch) to facilitate the maintenance process.  Installed applications and  resolve user blade problems using remote software such as Dameware and Bomgar
  • All of AIG’s hundreds of desktop applications including MS Office 2003 / 2007 (Word, Excel, Access, Powerpoint, Outlook) were supported
  • Centrally managed the setup, configuration, and support of all US Toshiba and Xerox MFD’s.
  •  Managed the administration and organization of user data migration from their desktops to their home drives for later migration to servers in Livingston prior to Citrix setup.
  • Saved AIG $20000, serving as remote coordinator using Altirus Transplant and AIG scripts to upgrade / migrate user profiles to new desktops at Alpharetta, Georgia  AIG customer site. Many other sites were similarly migrated.
  • Managed applications and security patch deployment on PC Blades Developed Software Delivery on Demand ( AIGT clients.)
  • Supported PC Blade image and imaging process with Altiris Deployment server and Ghost.  Developed and managed image on HP thin clients.
  • Resolved hardware related issues that could not be addressed remotely.  Managed PC Blade inventory and worked with the vendor (HP) on warranty service. Used ticketing software such as Remedy and AIG’s Service Now to track user problems.
Mar 2006Mar 2008

Field Services Technician

Positron Public Safety Systems

BACKGROUND: The experience I gained working with various NJ police depts. while I was with Raritan helped me gain this position with Positron, a leading Public Safety Software Company out of Montreal, Quebec. I served as one of the field engineers. I gained valuable experience working with the NJ state police , usually under stressful conditions.___________

Provided onsite technical support for NJ State Police and other centers with installation and support of Positron Emergency 911 call handling systems and improved Computer Aided Dispatch systems. This included such components as GIS mapping, logging recorders, information management and downstream records management systems. Support PPSS Emergency 911 call handling systems; Installed and supported CAD (Computer Aided Dispatch) systems on Windows 2003 server and Windows XP clients. Provide remote / on-site customer support and problem resolution services documenting using HelpDesk Remedy Mgnt Software

  • In a high pressure,  time intensive customer environment, installed, configured, and supported computer software  / hardware  and network components using Windows XP and 2000/ 2003 Server (HP and Dell DL servers, HP Desktops)
  • Resolved voice and software problems using hand and software tools. Configured individual CAD and Map software components for users and Map GIS layer implementation; Using VPN’s, performed remote and on-site application installations, configurations, and upgrades. ; Worked with Project Managers in ensuring installations are delivered on time and meet customer satisfaction expectations; Produced progress reports to ensure the project team is kept current of installation status and issues;
  • Used Ghost and Drive Image to rapidly roll out desktop computers. Worked with engineering staff on special projects and problem resolution; Identified and documented product performance issues; Worked with Verizon troubleshooting voice line issues involving 1A2 telephone systems. 
Jul 2005Jan 2006

Network Support Engineer

Figtree Consulting, Inc.

BACKGROUND: This was a short term assignment with another small network support company, giving me valuable experience with Ghosting and Exchange migration.__________________

Provided high level of onsite and remote technical customer support for network / computer systems value added reseller specializing in Windows 2003 / 2000 Servers, 2000 / 2003 Small Business Servers, MS SQL, IBM / Compaq / HP /  Windows XP workstations / laptops, firewalls, AD, and Cisco routers .  All basic Microsoft Office (2000 /2003) applications were installed, configured, and supported. This also included Cisco VPN and firewall support. Designed, installed, configured and supported Microsoft solutions and tools in private small business networks and intranets for 100+ client base. Identified customer resources, technical needs, operational protocols, strategic mechanisms for customized solution implementation. Interfaced with multi-level personnel & effectively resolved pc/network/hardware problems by hardware / software rebuild or replacement.

·Served as system administrator for networks of 15-20 small business customers (Server / Network / Desktop / Application installation, configuration, support, and maintenance; Onsite and remote customer service.

·In-office network Support; Ghostcast / Ghost PC / server imaging; Windows NT to 2003 network / domain migration; Exchange 5.5 to 2003 Mail migration; Customized data backup and restoration ; Customized laptop security software.

Jan 2005Jun 2005

Customer Support Engineer


BACKGROUND: The experience I gained on security IP cameras while I was with Raritan helped me gain this position with Indigovision, a leading CCTV company out of Scotland. They were opening an office in the US. Unfortunately, they closed the office after only 6 months. Since I enjoy learning new things, it was a good experience.______

Company Description: IndigoVision is a leading manufacturer of end-to-end IP video security solutions for airports, ports,

rail, traffic, cities, retail, banking, mining, education, casinos, police, prisons and government. These enterprise-class

systems improve organizations' operational efficiency, enhance public safety and enable timely emergency response.

·Provided customer pre and post sales support via help desk and phone support / troubleshooting on IP-based hardware transmitters / receivers and network video recording systems for all of North America; Upgraded office LAN & Internet access hardware to Cisco switch & 831 router.  Supported / re-configured IP phones; Provided office support for network / pc issues;

·Worked with Engineering to test hardware / software and reproduce / verify solutions to customer problems (Platforms: Win2003, Win2K; Tools: Ethereal ); Derived checklists and reference guides for use in product problem resolution; Logged all queries, problems, and requests in the SalesForce online database; Provided weekly customer activity reports to all sales and direct managers; Provided phone support to sales and Partners

Apr 1998Nov 2004

Network Support Engineer

Raritan Computer Systems / Computer Systems & Methods

BACKGROUND: After a few years at Cylink, I knew I needed more training, especially in Networking. There was a major change in upper management there and consequently, a major change in emphasis in their products. They wanted a more highly skilled person at my position. I was let go. I used this time to go to Chubb Institute full time for NT and Novell Network engineering and got CNA and CNE certified. My first job after this was as a network field engineer at Raritan Computer Systems. We handled all aspects of a small business/ municipality's network--wiring to pc install / support to server install / support to application install /support to network install / support.  By the end of 2003, several key sales and tech people had left leaving Raritan Computer Systems in a bad way. The mother company Raritan decided to shut down the fledgeling company. However, by the end of December 2003, they had found a buyer for the company just down the road which did the same type of work—Computer Systems and Methods. The two of us left moved over to them. The same projects were taken over.


·Networks:  Provided network Pre and Post Sales Support for business office and customer municipalities such as City of Summit , Hoboken PD, and Boro of Carteret. Worked with vendors, office personnel and the customer to ensure proper delivery and communications; Built,  installed , configured,  tested, & maintained Gateway & Compaq Windows 2003 / 2000 / NT / Novell (6.5, 5.x, 4.11, 3.12) servers and Windows XP, 98, 2000, & NT4 desktop pc’s using hard drive / video cards / tape backup (DAT, Travan) drives / SCSI, hardware RAID,  memory hardware components.; Configured & maintained domain controllers on network;

·Active Directory and Exchange:            Setup /maintained Active Directory (MS) and NDS (Novell) & DNS. Installed & configured Exchange 5.5 / 2000 / 2003,  MS SQL7 / 2000 / 2003, MS SNA,  and IIS (with Java based apps)Installed , configured & tested servers, desktop / laptop pc’s, switches, Raritan KVM switches, and all physical network hardware / CAT5 wiring on client sites;

·Firewalls:  Installed, configured, & tested Esoft Instagate, Cisco Pix, Symantec Raptor, and Watchguard firewalls for customers such as Carteret PD and Hamilton Boro.

·Cisco Routers: Designed, installed , and configured LAN / WAN Infrastructures using Cisco routers for the borough of Carteret, NJ, (amongst others) municipality using Cisco 2610 & 1602 routers & 56K/T1 frame relay links for the Police, Boro Hall, Fire Dept, and 2 other Departments.

·Application support: Installed & maintained customer applications such as MS Office 2000/2003, Outlook 2000 / 2003, DOS applications, AutoCAD, Munipol, etc…); Documented the customer’s network using MS Visio; When appropriate, new or reinstalled servers and desktop pc’s were installed using Symantec Ghost. 

·Data Backup and Storage Systems: Installed, configured, and supported software and hardware backups on many private and municipal networks using hardware such as DLT and DAT tape drives and software such as Veritas and Arcserve. Other data storage systems such as CD jukeboxes, DVD-ROM, and RAID units were designed and implemented to support document imaging and video surveillance applications.  Disaster recovery was planned and implemented.

·Desktop and Wireless Systems:  Installed, configured & supported up to 100 PC’s in each of 20-30 different networks regarding day to day hardware & software problems.

·Maintenance / Customer Support:  Provided phone and onsite support to customers for all software and hardware on network (i.e. Servers, Desktops, switches, firewalls, routers etc…) Applications ranged from MS Office to Auto-CAD. For more difficult problems, Internet and /or vendors were contacted (i.e. Cisco, Ingram-Micro); Installed, configured, & maintained Laserfiche document imaging systems on Windows / Novell servers and Windows Desktops.

Feb 1994May 1997

Customer Desktop Support Engineer

Cylink Corporation

BACKGROUND: I would have preferred to stay at GE. Unfortunately, in the early 1990s, GE lost a few major contracts and they started layoffs. My Aero group started out with about 16 people. After surviving 5-6 layoffs, and immense stress,I was on the edge of 8 people remaining. I made a major career decision and changed to the IT industry. Over the years at GE, I had developed an interest and knowledge of both Honeywell mainframe and the newly available desktop pc's. I had written both basic and Fortran programs in support of the job I had. I took a job elimination package and an opportunity came up with Cylink Corp, a maker of software data encryption.-----------------------------------------------------------------------------------------

Supported Fortune 500 customers troubleshooting and installing hardware / software encryptors and secure dialup access systems for international data security company with $40,000,000 in annual sales. Provided office support for PCs, email installation / support, hardware / software upgrades, troubleshooting, rebuilds and installation of device drivers, modems and peripheral devices. Provided leading-edge on-site customer telephone service and troubleshooting, conducted QA, performance and latency tests for enhanced customer on Windows 3.1 and Windows 95 systems.

·Provided on-site and telephone customer service and troubleshooting on software and hardware encryption devices. Helped troubleshoot and install new hardware / software encryptors and secure dialup access systems; Provided office support of PC's: hardware, software upgrade, installation, troubleshooting, rebuilds, device drivers, modems, NT  network and Internet access, and email install / support; Conducted quality assurance, performance and latency tests

Aug 1979Mar 1994

AeroDynamic Engineer

General Electric

BACKGROUND: From a very young age, I have always loved the space program. I followed every NASA launch since Apollo 8. My Dad was the same way. That led me to General Electric Co in Lynn, Ma. , which designed and manufactured small aircraft engines.-----------------------------------------------------------------------------------------Aerodynamically designed inlet particle separators, inlets, & exhaust systems using analytical techniques & past experience.• Determined component performance characteristics via component engine tests. Patent 4928480-Multiple Scavenge Inlet Particle Separator • Supported mechanical design engine line problems with analysis, solution recommendations & tests. • Maintained a solid record of contributions as a team player interfacing with customers, vendors, and engineers. Executed stages of product development cycle. • Wrote C/Basic/Fortran programs and scripts on UNIX workstations, IBM PC's and VAX/Honeywell mainframes in support of afterburner, separator, and combustor analysis. • Prepared and supporting winning engine proposals and component technology programs. • Generated improved software analysis for engine nozzle thrust and area optimization.


Mar 2006Mar 2006

Certificate of Completion

Sep 1997Feb 1998

Network Engineering

Chubb Institute

This was a full time 6 month class where I learned Network Engineering, Novell and Windows NT. 

Sep 1979Jun 1983


Northeastern University
Sep 1975Jun 1979


University of Mass


Jul 2001Present


Feb 2006Present


Jan 1998Present


May 2002Present

MCP-Installing, Configuring and administering MS Windows 2000 Professional

Jan 1998Present


Apr 1999Present

MCP-Implementing and Supporting NT Server 4.0

Apr 2000Present


Nov 2001Present

MCP, Installing, Configuring and Administering MS Windows 2000 Server

May 2002May 2004