- Westborough, MA
- [email protected]
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
I am seeking new job opportunities, long and short term.
MacIntosh OSX, VMware, Citrix
Mgr. of Branch Office Support at AIG [email protected]
Mgr . of IT Service Delivery CompuCom IT Services at Draper Labs [email protected]
Mgr. of Deskside Svcs and Operations at Blue Cross-Blue Shield [email protected]
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)
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…
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.
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.
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).
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.
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
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.
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
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.
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
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.
This was a full time 6 month class where I learned Network Engineering, Novell and Windows NT.