Focused, resourceful Senior Help Desk Support Specialist with 10+ years experience providing top-notch service, setting high standards and exceeding expectations. Extensive background in process improvement, LAN/WAN, UNIX, Solaris, Linux, and NT server support, training, documentation and reporting; working knowledge of Web development. Committed to helping organizations achieve maximum benefit from their IT investment, through meticulous system/network management, exceptional user support, proactive technical troubleshooting and departmental improvements through system changes and thorough training. Hold MBA in MIS and BS degree in Computer Science. * Keen aptitude for both learning and applying new concepts/skills quickly. * Consistently demonstrate practical yet imaginative approaches to service delivery, workflow management and process improvement. * Intuitive and analytical, assessing system/network issues and developing strategies for quick resolution. * Committed to responsive end-user services, approaching all support issues with patience, flexibility and a soothing desk-side manner.
PROFESSIONAL EXPERIENCE MINDSPARK INTERACTIVE, White Plains, NY; 02/2005 - Present IT REMOTE SUPPORT SPECIALIST 2; 5 years Vital resource troubleshooting site/server issues and providing site support via phone calls, emails and various electronic communications. Monitor and maintain search portal production and staging systems consisting of Solaris, Linux and NT servers. Perform Xen VM storage migrations, production physical server upgrades and reboots through Xen console. Consistently successful in resolving trouble tickets and staying current with daily production releases. KEY ACCOMPLISHMENTS: * Highly effective in coordinating maintenance CCMs, making sure every step is completed successfully by each department and all tickets are updated properly. Initiate conference calls with technicians if necessary and act as liaison between department heads and vendors. * Changed the procedures for creating tickets, cutting response time down to 5 minutes. Presented response times as selling point for outsourced Help Desk services to potential partners. * Thoroughly train all new operators that join the department. Environment: Solaris, Linux, NT servers
MTA, New York City Transit, All Boroughs, NY; 09/ 2004 - 05/2005 NETWORK ENGINEER (Intern); 9 months Proactive contributor, aggressively tackling all projects with a positive attitude and a sense of urgency. Configured, installed and maintained LAN/WAN equipment, such as, routers, switches and CSU/DSUs. Provided consistent support for LAN/WAN technologies such as Token Ring, FDDI, Ethernet and frame relay. Used tools such as Fluke to analyze networks and test connectivity. Activated and configured network jacks. KEY ACCOMPLISHMENTS: * Praised by management for dependability, enthusiasm and dedication. * Acquired thorough networking knowledge, currently employing to complete CCNA Certification. Environment: LAN/WAN, Token Ring, FDDI, Ethernet, frame relay
KEYSPAN HOME ENERGY SERVICES, College Point, NY; 09/2003 - 02/2004 CUSTOMER SERVICE REPRESENTATIVE; 6 months KEY ACCOMPLISHMENTS: * Improved company's bottom line by continuously exceeding sales quotas for heating maintenance contracts. * Adept at staying on-task and on-time in call center environment. Lauded for strengths in developing new business and high-energy work ethic.
ADECCO, College Point, NY; 09/1998 - 05/2003 LEAD UNIX SYSTEMS OPERATOR/TECHNICAL WRITER; 4 years 8 months Managed nightly turnover, documenting and reporting network performance and fault history information. Scheduled file system backups and data retrieval from files and file systems. Facilitated communication between vendors and the Operations Department. KEY ACCOMPLISHMENTS: * Specifically recruited by company to create and continuously update an Operations Manual, ensuring written procedures and saving $50K for a full-time Technical Writer. * Company was eliminating AS400 machines; helped transition by learning AS400 procedures and teaching long- term Operators how to perform their responsibilities on UNIX machines. * Introduced an online shift turnover, enabling managers of other departments to access information and discover if any requests they had made for reports, backups, restores etc. were successful. Environment: AS400, UNIX
ADDITIONAL EXPERIENCE From 11/2008 - 01/2009, served as paid Consultant for local Church and their School. Removed viruses from Church's wireless network and removed viruses from School's wireless network after reenabling the network. Also reinstalled timeclock software, as it was connected to the network and workers were not able to swipe their timecards if the network was not working.
PREVIOUS EXPERIENCE Moskowitz Jacobs, Inc: Data Systems Analyst Euronet Computer Services: UNIX Systems Operator
PROFESSIONAL TRAINING Certificate in C/C++/UNIX Administration Certificate in PERL Programming Certificate in UNIXr and Linuxr Security
EDUCATION New York Institute Of Technology, New York, NY M.B.A., Management of Information Systems, 2006
Adelphi University, Garden City, NY B.S., Computer Science [Mathematics]