Experience

The Warrell Corporation
September 2014 – June 2019

Network Supervisor:
June 2017- June 2019
Supervise contract staff in completion of installation/configuration tasks*
Manage Help Desk and Desktop Support in the office and manufacturing environments*.
Manage Active Directory Accounts and user access.
Configure, Complete platform updates, and provision Telephone and Voicemail Services
Configure, provision and manage iPhone/iPad fleet using Airwatch / WorkspaceONE SAAS platform
Configure, install and manage network infrastructure, including data switches, wireless controllers and access points.
* After a reorganization in Sept 2018, direction and management of IT Activities and new initiatives were assumed by the Director of IT. My duties were refocused to manage existing and legacy services.
Special Projects:
Warehouse move- May 2018:
Coordinated move of existing warehouse IT services and equipment to a new location. In addition to physical move of equipment, the project included extension of Wireless Network Service and configuring/installing a new branch of our Avaya IP Office System in an SCN Configuration.
Responsible for ordering of all Internet and Telecom services from provider and connecting to installed equipment.

IT Systems Support Technician
Sept 2014 – June 2017
Provided Help Desk and Desktop Support in the office and manufacturing environments.
Monitored-configured backup systems and restored backed-up files as needed (Veeam Platform)
Managed Active Directory Configuration, Security and Distribution groups, User Accounts and user access.
Provisioned Telephone and Voicemail Services
Upgrade of Avaya IP Office from version 8.1 to 10.0.0.2
Configured, provisioned and managed iPhone/iPad fleet
Configured, installed and managed network infrastructure, including data switches, wireless controllers and access points.
Special Projects:
Data Center move:
Coordinated move of existing data center across a building. Planned layout of space, coordinated with contractors and vendors to wire with copper and fiber optic cable, and planned movement of external service entry without service interruption. Documented cabling connections. Disconnected and moved server racks, then secured and reconnected devices in new area.
Camera and Door Security:
Supervised installation of network wiring, Configured and installed network switches in designated locations, documented camera locations. Determined Service entry and ordered special switch cabinet for limited space environment. Connected computer hardware in Security Center to support camera monitoring.

Randstad Technologies (formerly Technisource)
June 2009 – September 2014
Tier 1 Help Desk Agent
Provided Help Desk Services to contracted client(s) from an off-site location.
Promptly responded to incoming phone calls, e-mails, chat requests, and voice mails using approved scripting.
Determined nature of caller’s issue and matched the issue with a solution in a knowledgebase.
Guided callers through steps of solution or gathered information required to escalate the issue to 2nd tier staff.
Completely documented the issue according to established standards before resolving or escalating the issue.
Wrote or updated Solution scripts to integrate new or updated information.
Remotely supported PC and Mobile devices, including Blackberry Smart phones, iPhones and iPads.

PNC Bank
April 2009 – May 2009
Lead Deployment Engineer (Contract, Part-Time**)
This assignment was a time-limited project to upgrade PNC standard hardware in selected branches as part of a routine technology refresh in branches in NJ, PA and DE.
Supervised a team of 1 -5 Deployment Engineers to complete hardware installation of Teller and Platform workstations.
Configured and tested equipment according to established procedures.
Coordinated with branch staff to complete their testing procedures.
Reported at regular intervals via phone to the command center to apprise of progress.
Completed and transmitted required documentation at conclusion of install.
**Disclaimer: My services were contracted through Genesis10 and CompuCom. Use of the PNC Bank name does not represent an employee/employer relationship between me and PNC Bank.

Beebe Healthcare
December 2007 – January 2009
Help Desk / PC Network Technician(Contract**)
Answered Help Desk calls, determined nature of caller’s issue, and assigned the issue to the appropriate resource for resolution. Whenever possible, the issue was resolved over the phone or using remote tools, resulting in more frequent first-call resolution of customer issues.
Provided in-person support in all hospital environments, including inpatient and outpatient care units, surgical settings, administrative offices, and clinical service areas.
Assisted with set-up of new Outpatient offices: Surgery Center, Hand Surgeon, Oncology.
Coordinated and executed moves for the Cardiac Rehab, Cardiac Catheterization, and Physical Therapy departments.
Loaded new and re-conditioned desktop and laptop PCs with standard applications. Built software packages using Numara Deploy.
Performed preventative maintenance and repair on printers, scanners, faxes, desktop and laptop PC’s.
**Disclaimer: My services were contracted through Synerfac Technical Staffing and MTM Technologies. Use of the Beebe Medical Center name does not represent an employee/employer relationship between me and Beebe Healthcare.

LogMeIn Inc.
April 2007 – December 2007
Customer Support Representative
Responded to customer telephone calls and e-mails. Resolved billing issues, answered pre-sales inquiries, and provided technical support for the consumer product line.
Administered user accounts, including creation of new accounts and user account maintenance.
Provided phone and remote support using the following tools:
Salesforce Service and Support (hosted web-based CRM application)
LogMeIn Rescue (remote support suite)
Contactual (web-based ACD application)

Eddie Bauer Inc.
September 2006 – November 2007
Sales Associate
Front-line sales staff. Assisted customers with selection of Eddie Bauer retail outlet merchandise. Additional Duties included:
Set-up and maintenance of product displays and stock replenishment
store clean-up, register operation and payment processing, customer data entry.

PNC Bank
July 2007 – September 2007
Lead Deployment Engineer(Contract**)
This assignment was a time-limited project to install PNC standard hardware in selected branches as part of the acquisition of Mercantile Bankshares Corporation.
Supervised a team of 1 -5 deployment engineers to complete hardware installation of teller and platform workstations, validators and printers.
Configured and tested equipment according to established procedures.
Coordinated with branch staff to complete their testing procedures.
Reported at regular intervals via phone to the command center to apprise of progress.
Completed and transmitted required documentation at conclusion of install.
*Disclaimer: My services were contracted through Insight Global and CompuCom. Use of the PNC Bank name does not represent an employee/employer relationship between me and PNC Bank.

Delaware Department of Transportation
August 2006 – March 2007
OIT Help Desk Analyst (Contract*)
Provided contracted first- and second-line Help Desk Support for administrative offices, maintenance district offices, project site offers, Division of Motor Vehicles Administration and local offices.
Supported packaged and custom applications.
Administered user accounts, including creation of new accounts and assigning permissions modeled on existing staff.
Coordinated with application owners to provide access to specialized software packages.
Provided phone and remote support using the following tools:
Citrix, VNC, Hyena, Active Directory, Microsoft Management Console
Frequently provided desk-side support at employee work areas to configure or install applications.
Provided hardware support:
Dell OptiPlex Desktop and Latitude Notebook PCs, Dell Axim Handhelds, Blackberry Devices (standalone PIM and Smartphone models), Hewlett-Packard Printers.
**Disclaimer: My services were contracted through Ajilon Consulting. Use of a Delaware State Agency name does not represent an employee/employer relationship between me and the State of Delaware.

The Hershey Company
April 2005 – January 2006
June 2000 – September 2004
IS Help Desk/Support Center Analyst (Contract*)
Provided contracted first- and second-line help desk support for Corporate Campus, Warehouses, Regional Sales Offices, US Manufacturing Plants, International Plants and Offices, and Field Sales staff.
Supported packaged and custom applications:
Multiple custom Oracle Applications
Siebel e-Consumer Goods CRM products, SAM (sales reporting), Microsoft Office 97/2000/XP/2003, Outlook 2000, 2002, 2003, Windows 98/NT/2000/XP Microsoft Pocket PC 2002, Windows Mobile 2003, Remedy Action Request System 3.0/4.51, 5.1 Octel Aria Voice Mail,
Provided Hardware Support:
Dell OptiPlex Desktop and Latitude Notebook PCs, Dell Axim Handhelds, Blackberry Devices (standalone PIM and Smartphone models), Hewlett-Packard Printers,
Provided over the phone and remote support using the following tools:
PCAnywhere, Microsoft SMS and SMS Web Client, Citrix, Afaria, Tivoli (for Enterprise Monitoring only) Netview, WebJet Admin (remote printer management).
Maintained intranet site for IS Problem Management group:
Although company used Microsoft FrontPage 2003, a significant amount of work involved manipulating raw HTML code, including server-side includes. Also revamped the site to comply with new template and company-wide intranet standards and branding.
Remote Access support of the following remote access clients:
Cisco VPN, AT&T WorldNet, and iPass.
**Disclaimer: My services were contracted through the following companies during the indicated times. Use of The Hershey Company name does not represent an employee/employer relationship between me and The Hershey Company or any subsidiary.
Metro Information Services / Keane: June 2000-October 2002
Peak Solutions: October 2002- September 2004
Hudson Global Resources: May 2005- January 2006

CenturyLink (formerly Embarq and Sprint Local Consumer Solutions)
October 2004-April 2005
Help Desk Technician II
Provided second – line telephone support to high – speed Internet customers in 18 states. Position also required technicians to sell customer premise equipment and service upgrades.

Rite Aid Corporation
July 1997 – June 2000
Field System Support Analyst II
Supported Point of Sale Retail Operations:
SASI/Triversity POS Hardware and UNIX-Based Software for cash management; peripherals including Check Verification devices, Receipt Printers, Money Order Machines, Telxon and Symbol POS scanners, Unix based ordering, Lexmark dot matrix and Laser printers for reporting, Shelf-Label printing, and in-store signage.
Supported Pharmacy Operations:
Mainframe Proprietary Prescription Dispensing System, Script-Pro (Robotic) Automated Pharmacy System, Lexmark Printers for Label, Monograph, and report printing, Windows NT Server/Workstation environment for store music, interface to monograph vendor. Also supported vendor-based IVR systems, In-house developed IVR system, and Nortel Norstar Key System Phones.
Special Project: Intensive Pharmacy Scheduling Support
Served as single point of contact/support for a chain-wide scheduling and payroll application built in MS Access (LaborPro) that required intensive, specialized support. Responsible for phone support and on-the-job training of scheduling associates. Also trained associates on this application and on the payroll application that replaced said software in January 1999.

Lancaster AIDS Project
October 1996 – April 1997
Case Manager/ Targeted Case Manager
No significant IT tasks performed in this position.

South Central AIDS Assistance Network (SCAAN)
April 1994 –September 1996
Case Manager/ Targeted Case Manager
In addition to Case Manager duties, was primarily responsible for testing and configuration of a computerized Case Management System based on FoxPro, as well as documenting requirements for and testing of a customized interface to convert data to a Paradox-based reporting tool used by the PA Department of Health. Also responsible for set up and maintenance of a very small (4 PCs and shared printers through Parallel ports) LAN using Windows for Workgroups 3.11.
Additional Work History Available upon request.

EDUCATION
Lock Haven University, Lock Haven, PA
Bachelor’s Degree, 1988

CERTIFICATIONS
Certified Help Desk Professional (CHDP),