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PHONE NUMBER AVAILABLE EMAIL AVAILABLE Street Address
Professional Summary
Experienced and detailed oriented Desktop Support Analyst with over 14 years in the IT industry. The past 2.5 years have been spent in the Real Estate
Management IT field collecting extensive knowledge of the latest technologies. Consistent track record of providing excellent customer support. Follow
company procedures as well as provided input on process improvements that can assist in making tasks more efficient. Perform day to day tasks with
limited or no supervision.
TECHNICAL SUMMARY
Windows 7 Windows XP Office 2003 CUCM 10.5
Office 2010 Cisco Unified CM Cisco Unity 10.5 VMWare
administration
iManage Desksite 8.5 Adobe Acrobat X Elite Enterprise 3.9 FreshService
Microsoft Exchange 2010 Cisco VPN 5.0.0.7.0240 Efax Messenger 4.4 Xmedius desktop faxing
Lenovo Laptop and Desktops BES 5.0 iPhone, Ipads, and Android Airwatch and Maas360
Devices
Cisco MCU 4505 Blackshield Crypto Card Webex Sophos
Microsoft Endpoint Printers Norton's ghost and Image X Cisco Jabber
Citrix Xen APP Active Directory EAS-Network Admin tasks PGI Audio Conferencing
PROFESSIONAL EXPERIENCE
Jamestown Properties Atlanta, GA
IT Support Analyst June 2013 January 2016
Created phone profiles on Cisco VOIP phones 7965,8945,9910 using CUCM 10.5
Created voicemail boxes and System Call Handlers using Cisco Unity 10.5
Updated firmware on Cisco C20 codecs.
Replaced hard drives and RAM on HP laptops plus reimage using Nortons Ghost 10.0
Recompose VMs using Horizon Admin
Setup and support web conferences using Webex and Microsoft Live Meeting. This included connecting internal and external video codecs via
a MCU 4505 bridge.
Supported software such as Moon, Argus, Office 2010 and 2013.
Performed Enterprise Admin tasks for onboarding and offboarding as well as created the documentation.
Setup MDM on mobile devices using IOS and Android. Including Maas360 and AirWatch.
Performed Remote support using Log me in, Webex and Dameware.
Recomposed, assigned users, and reset virtual machines using Horizon View administrator 6.2
Consoled onto virtual machines using VSphere 6.0
Managed user accounts via Active directory to ensure group policies matched users in respective departments.
Kilpatrick, Townsend & Stockton Atlanta, GA
Desktop Support Analyst July 2007 June 2013
Setup incoming and departing personnel requests in Active Directory
Setup billable rates in Elite Enterprise 3.6
Created new mailbox accounts in Microsoft Exchange 2003 and 2010.
Modified user access in Worksite Database Management 8.5
Setup accounts in Postini for spam filtering
Setup Video Conference Calls using Cisco MCU 4505
Setup Ready conference audio calls while configuring them into Video Calls to unite as one
conference.
Setup Webex teleconferences and joined them into Video Calls
Supported Windows 2000, XP and Windows 7 in the enterprise.
Reset desktop profiles and re imaged computers using Nortons Ghost and Image X.
Provided switch support for domain connectivity
Blackberry data and voice provisioning.
Printer setups and support of issues with connectivity and
hardware maintenance.
Repaired Lenovo and Dell business desktops, laptops and
tablets.
Setup Cisco 7965 SIP phones using Cisco Call Manager
including voicemail through Cisco Unity.
Configured Airwatch MDM agent on mobile devices
(iphones.ipads,android phones and tablets)
Supported documents with imanage 8.5 Document Management System.
Cablevision Woodbury, NY
Business Class Technical Support Level III Feb-2001 July2007
Inbound call center working with customers to troubleshoot internet,email and VOIP connectivity .
Used remote administration software to troubleshoot end users email configurations.
Trained new employees to tone their technical and customer service skills through side-by-side mentoring.
Submitted and audited tickets through Remedy ticketing
Troubleshoot Cable Modems and router connectivity
Recognition Programs
Received awards for excellent troubleshooting abilities as well as excellent customer service
As recommended by customers to the director of ONLINE Internet Services of Cablevision
Accreditations
Microsoft Certified Professional
Languages
Fluent in reading, writing and speaking Spanish
Education
COMPUTER CAREER CENTER, Garden City, NY
4/99 3/00 Network Specialist Diploma
12/95 NASSAU COMMUNITY COLLEGE, Uniondale, NY
Associate Degree in the Arts
5/91 WESTBURY HIGH SCHOOL, Westbury, NY
High School Diploma
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