IT Tech Support Professional / Bulldog
Network Support Engineer---Business Network and Computer Support April 1998 to Nov 2004 Raritan Computer Systems / Computer Systems & Methods Somerville, NJ
Provided high level of onsite customer technicalsupport for NJ-state contracted network / computer systems value added reseller specializing in Windows 2003 /2000 / NT networks, MS SQL, IBM / Compaq / HP / Gateway Windows XP / 9X workstations, firewalls, Cisco routers, document imaging, network video surveillance systems, and public safety hardware / software systems . Designed, installed, configured and supported Microsoft solutions and tools in NJ
municipal, private, & VPN 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. Ran and terminated RJ45 cabling for clients.
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
o 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)
o 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; o 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.
Network Support Engineer--Business Network and Computer Support July 2005 to Jan 2006
Figtree Consulting, Inc. Morris Plains, NJ
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 98, 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. Ran and terminated RJ45 cabling for clients.
o 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. o 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.
Customer Support Engineer—Video Surveillance Software and Hardware Jan 2005 to June 2005 Indigovision S. Plainfield NJ
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.
o 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 (such as Axis) 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; o 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