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Title: |
Mac/PC Senior Support Specialist
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Location: |
US-New York-New York City
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Work History: |
Control Group, March 2005 to Present
Senior Support Engineer Level III
• Oversee the day to day operations of a team of 12 Field Engineers in providing on-site technical
support for over 40 clients located throughout Manhattan and Brooklyn.
• Work as part of a management team to discuss and plan tactical client support. Analyze
tickets, resolution statistics and support metrics in order to create new levels of client service.
• Train all new field engineers in policy, client etiquette and technical requirements in all areas
such as web updates, backups networking, workstation builds and server checks.
• Coordinate special projects such as office moves, desktop deployments and upgrades.
• Design and Implement new desktop technologies and upgrades such as replacing Symantec
Ghost with Image X via a USB key deployment.
Lazard Freres, July 2003 to March 2005
Help Desk Support Level I and II
• Provide first and second level support to global network of 2000 end users. Troubleshoot all technical issues via telephone and remote assistance whether hardware, software, market data, printer, network or remote access. Resolve issue when possible, otherwise collect all relevant information and assign ticket to appropriate support group.
• Support applications for end-users: Lotus Notes, Office 2000, Access 97, Adobe Acrobat, Photoshop and Blackberry. Examples include: macro creation, document formatting, PDF creation/editing, Excel formulas, add-in links to external applications such as Factset and access rights to files, folders and databases.
• Clone NT and XP laptops for end users. Create user ids and assign permission/rights in both Netware and Active Directory/User Manager. Install and configure user and machine based applications via Managesoft and Netware.
• Create Lotus Notes Global Groups and populate lists. Create and configure user ids and location pages for email access. Update and repair address book, calendar and inbox templates.
Function as 24-hour on-call support person for five weeks out of the year with the ability to access the office network via Aventail On-Demand.
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Skills: |
Windows XP
Mac OSX
Windows Server 2003
ADUC
DNS
DHCP
Exchange 2000/2007
Office 2003/2007
Office 2004
Backup Exec
Symantec System Center
Adobe CS 3
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Education: |
New York University, Continuing Education, Manangement Certification Course, Current
Principles of Managment
New Horizons, MCSA Course Track, New York, NY April 2002 to December 2002
A+ Hardware, A+ OS, Net +, Windows 2000 Essentials, Windows 2000 Server, and Implementing and Managing a Windows 2000 Environment
Georgetown University, College of Arts and Sciences, W.D.C., Class of 1995
Double Major: English and Psychology
Regis High School, 55 E. 84th Street, New York, Class of 1991
Regents Diploma: English and Art, Volunteer: Cardinal Spellman Headstart
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Endorsements
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James has received 1 endorsement.
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James has endorsed 3 Members.
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Rank |
Title |
Location |
Status |
Actions |
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9.843 |
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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5.759 |
Windows / Mac / Linux support - Admin |
US-New York-New York City |
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Details
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5.195 |
Mac & PC Support Technician |
US-New York-New York City |
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Details
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4.281 |
Computer Technician, Audio/Visual, Helpdesk |
US |
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Details
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Public Messages
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Date |
Message |
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06.06.11 |
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