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Title: |
Desktop Support
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Location: |
US-New York
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Work History: |
Balchem Corporation 09/2003-11/2007
PC / Network Administrator
Duties include PC hardware and desktop support, network printing, application installation and troubleshooting. Server maintenance system patches, anti-virus software updates, server security maintenance and server monitoring, maintenance and repair for desktops, laptops and printers.
Firewall management securing and maintaining branch to branch office VPN connectivity for 6 remote sites one located in Marano, Italy via our Watch guard Firewall.
Terminal Server Administration (Citrix Metaframe)
Raised site efficiencies by conducting technical assessments and providing solutions to technical issues before they become problems.
Provide technical support for the corporate office and all branch offices including wireless home office.
Increased productivity by providing guidance and technical assistance to our client/user community.
Knowledge of Windows 2003 Enterprise Server Platform.
Microsoft Exchange 2003 Administration, verify delivery or retrieve undelivered e-mail tagged as spam.
Create Public Folders and shared department calendars.
Active Directory Administration adding, deleting, modifying user accounts and creating new groups.
Group Policy Administration creating new policies or editing current policy to accommodate for
changes in the organization or new technology.
Experience with backup and restore operations using Symantec VERITAS Backup Exe.
Ghost imaging for PC and Laptop roll outs.
Provided voicemail, assigned phone extensions and training on a ShoreTel and Cisco telephony (VoIP) system.
Deutsche Bank / AlexBrown - Global Technology 07/1999-05/2002
Senior Desktop / Network Support Help Desk Technology Officer
Providing daily telephone and desktop support for client workstations and laptops.
Microsoft Exchange administration, restoring email, calendars and contacts
Imaging and deployment of PC workstations and laptops using Symantec Ghost.
Setting File and Folder Security Permissions for the proper groups.
Install, and resolved market data software application issues for Bridge, Bloomberg and Reuters Plus.
Active Directory Account Administration, Creating new accounts, changing passwords & unlocking accounts.
Installed and configured Attachmate Extra 6.3 for private and investment banking clients.
Resolved connectivity problems by identifying controller, router or gateway performance problems using ping, traceroute, telnet and nslookup utilities
Raised efficiencies by creating a major outage group that identifies the problem and keeps the necessary groups informed and follow through resolution.
Resolved workstation and laptop network connectivity issues using IPConfig, Ping and MSConfig.
Setup new network print queues and support existing network printers.
Columbia University – Dept. of Medicine New York, NY 01/1998–06/1999
PC Network Support Administrator
Support, maintenance and repair of Windows and Macintosh hardware and software for users.
Development of training and policy documentation, to educate end users.
Practical server support experience for NT/2000 windows servers.
Member and team contributor to the Y2K technical staff. Installing patches flashing BIOS and evaluating software and hardware for Y2K readiness.
Provide Local and Wide Area Network support including laptop and workstation access.
PC hardware and software installs and upgrades such as synchronization software for mobile devices.
Coordinate and arrange maintenance agreements for equipment with outside vendors; order and arrange for deliveries of equipment and supplies as needed
Maintain system backups (Arserve) or NetWare (Sbackup)
Columbia Presbyterian Medical Center New York, NY 01/1993–01/1998
PC Network Support Help Desk Supervisor
Monitor and respond to telephone calls, email and personnel requests for technical support
Performed problem determination and resolution for both hardware and software product in a multi-vendor environment.
Log and track help desk issues to ensure timely resolution of issues
Assist in the development of documentation, and training materials for new and current employees.
Provide follow-up with clients to ensure customer satisfaction and resolution.
Provide technical and hardware support, for laptops, workstations, servers, network printers.
Support for Windows based-mobile devices.
New York Health & Hospital Corp. New York, NY 04/1988–12/1992
Supervising Systems Analyst
Oversees the deployment and maintenance of workstations, network servers and printers
Provide technical and operational support for clients and staff
Responsible for hardware and software upgrades, repairs and installs.
Perform problem determination and resolution for both hardware and software products
Personnel supervision, performance appraisals and career development
Manage the daily helpdesk performance measured by call capture, available time, speed of answer and call resolution.
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Skills: |
Windows XP operating system, the Office 2003 suite, Outlook PST files, citrix administration, document scanning, Adobe Acrobat Professional, PCAnywhere, and Remote assistance.
Strong knowledge of PC hardware, Server maintenance and repair, software, and network printers.
Solid technical and analytical skills, offering quick learning and adaptability. Excellent problem-solving abilities anticipating, analyzing and resolving logical and technical problems in all areas of technical support and deployment. With a proven commitment to customer satisfaction. As a service provider, I believe in supplying every client with the level of expertise that customers rely on when they call for support. I have excellent interpersonal skills and have been able to diffused very difficult client/user situations.
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Education: |
CompuMax Microsoft Technical Training Center
Track-On Microsoft Technical Education Center
New York University – Local Area Network Administration – 1995
Training Solutions, Inc-Microprocessor Service Technician – 1993
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Endorsements
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Ismael has received 1 endorsement.
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Ismael has endorsed 0 Members.
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Rank |
Title |
Location |
Status |
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9.842 |
I.T.PMP. MAC and PC Systems Administrator / Technical support |
US-New York-New York City |
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Details
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Public Messages
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06.06.11 |
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