DEEN LILMAN
South Ozone Park
Summary
Results-driven Systems Support Specialist with a proven track record in managing network technology and systems support for over 300 users. Expertise in leading teams for hardware and software maintenance, ensuring operational continuity, and serving as a key liaison among technical vendors and airline executives to drive efficiency and service quality.
Overview
28
28
years of professional experience
Work History
Systems Support Specialist/Supervisor
AvAirPros
Jamaica
11.2008 - Current
- Administered Avaya PBX system, ensuring end-to-end connectivity for over 300 users.
- Collaborated with team to establish and maintain network connectivity, supporting seamless communication across departments.
- Provided hardware and software support across various systems.
- Reprogrammed Honeywell handheld scanners for airline baggage services, enhancing operational efficiency.
- Led troubleshooting and maintenance of security access systems, including wiring and hardware replacement.
- Liaised between IT team and technical vendors, airline executives, TSA, and CBP personnel to streamline communication and resolve technical issues.
- Managed an 8-man third party team responsible for maintenance of check-in systems hardware and software.
Freelance Technician
Self Employed/ Freelance Technician
South Ozone Park
12.2001 - Current
- Delivered hardware and software solutions for local clients based on referrals.
- Identified issues and replaced laptop or PC components as necessary.
- Provided internet connectivity through DSL installation and software support with AOL or EarthLink.
- Installed and supported Microsoft Office applications, including Word, Excel, and PowerPoint.
- Serviced local inkjet and laser printers to ensure optimal functionality.
TSO
TSA
Jamaica
11.2008 - 08.2011
- Ensured 100% screening of passenger luggage through effective use of ETD and EDS/CTX machines.
- Delivered technical support and conducted maintenance for electronic trace detection equipment.
- Evaluated complex data to determine key factors in problem-solving scenarios.
Supervisor/ Dispatcher
Allied Aviation Fueling
Jamaica
09.2002 - 08.2011
- Coordinated manpower and flight schedules to ensure timely departures.
- Designated authority to team leads and assigned aircraft refuelers to specific tasks.
- Ensured tanker trucks were refilled and prepared for next shift operations.
- Served as liaison between airline personnel and company management.
- Inspected all flights being refueled to enforce safety compliance and take corrective actions.
- Managed entire shift's operations as midnight dispatcher, reporting directly to manager.
- Conducted large-scale monthly and daily inventories to maintain stock accuracy.
- Provided in-house computer and printer support to enhance operational efficiency.
Field Service Technician
Morpho Detection Inc/ Smiths Detection
Jamaica
08.2011 - 11.2008
- Delivered technical and customer support for installed systems.
- Diagnosed, troubleshot, repaired, and debugged complex electro/mechanical equipment and software.
- Followed standard procedures to isolate and resolve issues in malfunctioning systems.
- Reported design reliability and maintenance problems to technical support teams.
- Analyzed complex problems requiring evaluation of identifiable data factors.
- Maintained excellent customer relations while professionally representing Morpho Detection.
- Coordinated activities with customers to ensure continued satisfaction.
- Developed and executed action plans addressing customer needs or emergencies.
Project Lead
IBM
New York
09.2000 - 11.2001
- Project Lead on team performing migration from Win95 to Windows2000 for Lucent Technologies Inc.
- Coordinated Schedule and provided technical support for other team members.
- Project involved migration of MS Exchange mail files.
- Assigned to client's helpdesk for hardware, software, network and phone support.
- Regular software duties included the installation and support of Lotus Notes mail, PeopleSoft and various other Microsoft applications.
- Team lead for asset management and other projects for AXA as part of IBM team.
Senior Helpdesk Analyst
Banco Popular
New York
08.1999 - 07.2000
- Coordinated helpdesk schedule and collaborated with field and network technicians.
- Provided first, second, and occasional third-level desktop support for over 1000 users at 44 remote locations using PCAnywhere on NT servers and Win9x workstations.
- Logged, tracked, and followed up on all calls using HDWin trouble ticketing software.
- Managed user accounts in the local network and maintained mainframe application passwords.
- Repaired all HP printers on bank premises.
- Troubleshot hardware, software, and network issues before escalating to field technicians if unresolved.
Customer Service Engineer
ICP/Microage
New York
03.1998 - 08.1999
- Delivered hardware and software support for diverse equipment, including IBM, Compaq, Toshiba, HP PCs, printers, and laptops.
- Served as project manager for team updating equipment to ensure Y2K compliance for New York City’s Financial Management Agency.
- Managed long-term projects for key clients, including AT&T and Banco Popular.
Education
CERTIFICATIONS - LAN Specialist
Computer Career Center
Hempstead, NY01-1998
Liberal Arts -
Hunter College
New York, NY06-1990
Skills
- Network technology expertise
- Protocol oversight
- Computer assembly and upkeep
- Printer diagnostics
- Legacy OS proficiency
- Document processing tools
- Spreadsheet software skills
- Presentation tool usage
- Email platform management
- Electromechanical repair skills
References
Available upon request
Professional Experience - Hardware Software
- Established Ethernet 10Base-T & Token Ring networks and configured router to connect two LANs.
- Strong working knowledge of TCP/IP protocols.
- Assembled & Repaired: PC's, such as HP, IBM, Dell, Compaq, and various clones as well as Toshiba.
- Specialized in repair of all HP printers.
- Operating Systems: MS-DOS 6.2, Windows 3.11, Windows 95, Windows 98, Window NT server and workstation, Novell NetWare 4.11 client/server, Windows ME, Win2000, and Windows XP.
- Applications: MS Word, MS Excel, PowerPoint, Lotus Notes mail, Novell GroupWise, MS Exchange mail, Humming Bird 3270 and 5270 mainframe emulators, Lotus notes mail.
- Proficient in troubleshoot and repair of complex commercial x-ray machines used by the the TSA and others.
- Solid understanding of security access systems and possesses experience in implementation and troubleshoot of such systems.
Timeline
Field Service Technician
Morpho Detection Inc/ Smiths Detection
08.2011 - 11.2008
Systems Support Specialist/Supervisor
AvAirPros
11.2008 - Current
TSO
TSA
11.2008 - 08.2011
Supervisor/ Dispatcher
Allied Aviation Fueling
09.2002 - 08.2011
Freelance Technician
Self Employed/ Freelance Technician
12.2001 - Current
Project Lead
IBM
09.2000 - 11.2001
Senior Helpdesk Analyst
Banco Popular
08.1999 - 07.2000
Customer Service Engineer
ICP/Microage
03.1998 - 08.1999
CERTIFICATIONS - LAN Specialist
Computer Career Center
Liberal Arts -
Hunter College