IT Tech Support Professional / Bulldog
o Supported virtual servers and provided end user support for all LAN-based applications while installing workstations. o Performed large scale Windows 7 PC builds and XP to 7 migrations using SCCM Windows Easy Transfer, and USMT. o Supported both local and remote users in an enterprise environment using Bomgar remote software. o 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 o Wiped old computer hard drives prior to shipment to depot o Using SCCM queries, PC explorer, and direct user interface, determined user's applications and subsequent pc installs o Coordinated and organized hundreds of user schedules for pc / data migration o Provided remote and local desktop support on all of ADP’s hundreds of applications including MS Office 2003 / 2007 (Word, Excel, Access, Powerpoint,
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. o 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 Bomga.
o All of AIG’s hundreds of desktop applications including MS Office 2003 / 2007 (Word, Excel, Access, Powerpoint, Outlook) were supported.
o Centrally managed the setup, configuration, and support of all US Toshiba and Xerox MFD’s. o 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. o 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. o Managed applications and security patch deployment on PC Blades Developed Software Delivery on Demand( AIGT clients.) o Supported PC Blade image and imaging process (PC Builds) with Altiris Deployment server and Ghost. Developed and managed image on HP thin
clients. o 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.
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.
o Responded to and resolved 2nd level Service Desk incident calls and tickets, both locally(walk up) and remotely. o Provided normal and off-hour Help Desk phone support.(50% of time), creating tickets on HP Service Mgr resolving 1st level user issues. o Maintained computer inventory and conducted PC builds for local and remote clients. o 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.
·o 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.
Level 1 / 2 Helpdesk Support (contractor with C&G Consulting Services, Inc. ) 09/2012 - 09/2013
First Energy Corp Morristown, NJ