ALAN PHILIP
North Brunswick,USA
Summary
Results-driven IT Specialist with over 10 years of experience in enterprise-level support, technical resolution, and IT operations management. Expertise in data center operations, system troubleshooting, network infrastructure, and end-user support across multi-site organizations. Committed to reducing downtime and streamlining processes to enhance user satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Specialist
HCL Tech/ Bristol-Myers Squibb
Lawrenceville, NJ
04.2022 - 07.2025
- Resolved 50+ weekly ServiceNow tickets, improving average response times by 30% and boosting end-user satisfaction.
- Diagnosed and resolved operating system errors, software incompatibilities, and hardware malfunctions, reducing downtime for 1,500+ employees.
- Deployed, racked, and stacked servers, networking, and storage devices in the data center, ensuring 99.9% uptime.
- Managed and implemented structured cabling across the data center in compliance with industry best practices, reducing troubleshooting time by 20%.
- Installed, configured, and supported audio-visual (AV) devices for enterprise meetings and events, enhancing reliability of hybrid communications.
- Installed, configured, and troubleshot desktop systems and workstations across a multi-site environment, improving deployment efficiency.
- Documented troubleshooting procedures and created knowledge base articles, reducing repeat incidents and accelerating resolution times.
- Performed software installations, configurations, and system upgrades, enhancing system stability and security across the organization.
- Conducted inventory audits, reconciling discrepancies to improve asset tracking accuracy.
Senior IT Technician
The Derm Group
West Orange, NJ
12.2017 - 09.2021
- Provided IT support for 25+ dermatology offices, assisting 250+ employees and ensuring smooth clinical and administrative operations.
- Assisted with IT projects including network upgrades, desktop migrations, and technology rollouts, ensuring project leads met deadlines.
- Implemented and supported the organization’s COVID-19 remote work transition by configuring VPN, collaboration tools, and secure access, enabling 95% of staff to work remotely within 2 weeks.
- Evaluated and deployed new clinical and productivity applications, streamlining workflows and minimizing manual processes.
- Documented troubleshooting procedures, operations manuals, and end-user guides to enhance knowledge sharing and decrease repeat issues.
- Trained and supported junior IT staff and collaborated with external vendors, improving resolution speed and overall support quality.
- Assisted with asset management initiatives, tracking laptops, mobile devices, and peripherals, reducing inventory discrepancies by 25%.
- Delivered daily technical support including system imaging, account setup, device repairs, and software installation for desktops, laptops, iPads, and iPhones.
- Monitored and maintained systems and networks proactively, improving reliability and minimizing downtime across multiple offices.
PC Refresh and Help Desk Technician
Bristol-Myers Squibb Company/ CompuCom Systems INC
Lawrenceville, NJ
03.2015 - 12.2017
- Coordinated and executed large-scale desktop and laptop refresh projects, successfully migrating 1,000+ systems from Windows 7 to Windows 10.
- Scheduled, imaged, and deployed devices across multiple BMS sites, ensuring proper configuration and network connectivity per company standards.
- Delivered frontline help desk support to hundreds of end users, troubleshooting hardware, software, and mobile device issues in person and remotely.
- Utilized Vitalize ticketing system to document, track, and resolve support requests, achieving high SLA compliance and enhancing response times.
- Performed Lenovo and HP hardware diagnostics, repair, and replacement, reducing the need for costly vendor support.
- Supported mobile workforce by providing configuration and troubleshooting for Apple (iOS) and Android devices, improving employee productivity.
- Trained employees on newly deployed hardware and software, facilitating faster adoption and minimizing repeat support requests.
- Assisted customers with selecting appropriate PC devices based on role requirements, improving end-user satisfaction and reducing return rates.
- Provided onsite and remote support across multiple enterprise locations, ensuring consistent IT service delivery and minimal disruption to business operations.
IT Technician
DSCI
Eatontown, NJ
09.2011 - 12.2014
- Maintained secret-level DoD security clearance, ensuring compliance with federal regulations.
- Provided remote and onsite IT support for laptops, desktops, servers, peripherals, and communications systems.
- Applied security patches to servers and workstations to maintain system integrity.
- Connected systems to LAN, troubleshot connectivity issues, and ensured reliable network communications.
- Administered user accounts in Active Directory, managing access levels for email, FTP, and web services.
- Enhanced device performance by implementing new imaging software and ensuring antivirus was regularly updated.
- Tracked and prioritized IT issues, resolving them efficiently using the Support Request system.
- Evaluated IT products and services, recommending solutions that enhanced operational efficiency.
- Delivered remote support across multiple domestic and international locations, including Maryland, Florida, Cuba, Guantanamo Bay, and Afghanistan.
Computer Technician
Global Advanced Systems Integration Inc
Birmingham, AL
02.2011 - 07.2011
- Diagnosed and resolved hardware issues with Panini check scanners and VeriFone credit card machines, ensuring uninterrupted business operations.
- Conducted end-user testing to verify PC performance, facilitating seamless functionality post-deployment.
- Performed structured cable management and retesting to guarantee reliable connectivity for affected equipment.
- Provided on-site technical assistance during Wells Fargo / Wachovia merger rollout, aiding in smooth system transitions.
Education
Bachelor of Science - Network and Communications Management
DeVry University
North Brunswick, NJAssociates of Applied Science - Webpage Development
Raritan Valley Community College
NJDiploma - Computer Networking and Security
Anthem Institute
North Brunswick, NJSkills
- Hardware and software installation
- System imaging and diagnostics
- Audio-visual systems management
- System upgrades
- Data center operations
- Windows Active Directory administration
- TCP/IP networking fundamentals
- Cisco networking basics
- CompTIA AI essentials knowledge
- ServiceNow platform expertise
- Microsoft 365 proficiency
- Windows 10 and 11 support
- MacOS support services
- iOS and Android support
- Technical documentation development
- Knowledge base creation and management
- Customer relations management strategies
- Asset management solutions
- Project coordination skills
- Staff training and development programs
- Service support solutions expertise
Certification
- Comp TIA A+
- Lenovo Certified
- Dell Certified
- Cybersecurity Bootcamp, In Progress, 04/01/26
Security Clearance
Secret-level clearance, 09/01/11, 12/01/14
Timeline
IT Specialist
HCL Tech/ Bristol-Myers Squibb
04.2022 - 07.2025
Senior IT Technician
The Derm Group
12.2017 - 09.2021
PC Refresh and Help Desk Technician
Bristol-Myers Squibb Company/ CompuCom Systems INC
03.2015 - 12.2017
IT Technician
DSCI
09.2011 - 12.2014
Computer Technician
Global Advanced Systems Integration Inc
02.2011 - 07.2011
Bachelor of Science - Network and Communications Management
DeVry University
Associates of Applied Science - Webpage Development
Raritan Valley Community College
Diploma - Computer Networking and Security
Anthem Institute