SUMMARY:

• Desktop Support Professional with twelve years of experience in various industries
• CompTIA Network+ Certified and Dell Customer Skill Certified
• Software/Hardware: MS Office Suite & Office 365, Windows 7/8.1/10, Mac OS El Capitan, Sierra Dell, HP, Lenovo and Apple computers.
• Printer Setups: HP, Lexmark, Epson, and Brothers, etc.
• Ticketing system: SCCM, ServiceNow, Remedy, Heat, Salesforce, etc.

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Desktop Support

• Provide support in a Windows environment for SPGI.
• Support Dell desktops and laptops hardware break/fix and Deskside Software Support
• Provided severity 4(break/fix) pc & laptop, severity 3(service request) peregrine tickets with ServiceNow ticketing systems

Confidential

VeriFone Network Technician

• Provided phone support for Burger King VeriFone pin pad installs
• Worked in a Linux environment
• Provided support with software install
• Provided severity peregrine tickets with Salesforce systems

Confidential, Lake Success, NY

IT Support Service Specialist

• Provided support in a Windows and Mac OS environment with builds, configurations and remote support
• Supported Virtual Machine with imaging, configuring and deploying.
• Supported HP, Dell and Apple products, such as laptops, desktops and mobile products.
• Provided customer friendly and professional appearance
• Supported mobile devices such as Apple iPhone and iPad
• Operated as part of a team or independently
• Performed all tasks from un - boxing, hauling, deploying systems to performing break fix
• Provided severity 4(break/fix) pc & laptop, severity 3(service request) peregrine tickets with SCCM and ServiceNow ticketing systems
• Unlocked accounts, reset password and add and remove groups from Active Directory
• Provided support for IMAC (Install, Move, Add, Change)
• Provided support for Mac OS by using Sudo codes to join domain, fix adpassmon synchronization
• Provided support for AV conference room including apps(BlueJeans and Skype for Business)
• Assisted with wireless and wired network connectivity to each user

Confidential

Desktop Support Analyst

• Provided support in a Windows environment for First Data
• Supported HPs workstations, Dell laptop, and HP Laptops
• Provided customer friendly and professional appearance
• Operated as part of a team or independently
• Provided support for IMAC (Install, Move, Add, Change)
• Performed all tasks from un-boxing, hauling, deploying systems to performing break fix
• Provided severity 4(break/fix) pc & laptop, severity 3(service request) peregrine tickets with Remedy ticketing systems
• Assisted with wireless and wired network connectivity to each user

Confidential

Desktop Support Analyst

• Provided support in a Windows environment for Confidential
• Supported HPs workstations, Dell laptop, Lenovo devices (WOWs)
• Provided Deskside Software Support (epic)
• Provided customer friendly and professional appearance during the hospital go live
• Operated as part of a team or independently
• Performed all tasks from un-boxing, hauling, deploying systems to performing break fix
• Provided severity 4(break/fix) pc & laptop, severity 3(service request) peregrine tickets with Heat ticketing systems
• Assisted with wireless and wired network connectivity to each user

Confidential

IT Service Technician

• Provided desktop support for employees at Confidential
• Provided support for Windows 7 installation, upgrade and configuration
• Supported Dell desktop and laptop hardware break/fix and Deskside Software Support
• Supported IMAC (Install, Move, Add, Change)
• Provided customer friendly and professional appearance and operated as part of a team or independently
• Performed all tasks from un-boxing, hauling, deploying systems to performing break fix
• Provided severity 4(break/fix) pc & laptop, severity 3(service request) peregrine tickets with Remedy ticketing systems
• Assisted with wireless and wired network connectivity to each user

Confidential

Desktop Support

• Provided desktop support for employees at Ironshore Holdings
• Performed workstation upgrades, building and imaging PCs and laptops, setting up phones to the network
• Provided severity 4(break/fix) pc & laptop, severity 3(service request) peregrine tickets with MTM tracking systems
• Provided support for Win XP pro with installation, configurations, and troubleshooting
• Setup and install drivers for Lenovo laptops, network printers such as HP
• Provided customer service support over the phone, email and face to face
• Set up new user accounts, reset passwords through Active Directory and email accounts through MS Exchange
• Traveled to surrounding sites as required
• Assisted with wireless and wired network connectivity to each user

Confidential

Help Desk Support

• Assisted with Wi-Fi connectivity to each customer over the phone at Borders Book Store
• Provided severity peregrine tickets with Clarify tracking systems

Confidential

Desktop Support

• Provided desktop administration support for client at Confidential
• Performed workstation upgrades, building, imaging PCs and laptops
• Worked with Win XP pro, setup and install drivers for network printers such as Lexmark's, and HP.
• Deployed Dell laptops, PCs and also provided support
• Installed programs such as Microsoft Office Suite 2003 & 2007
• Provided severity 4(break/fix) pc & laptop, severity 3(service request) peregrine tickets with Remedy ticketing systems

Confidential

On-Site Field Support Technician

• PC Migration for various companies

Confidential

Help Desk

• Provided phone support for Confidential 's optimum voice
• Provided severity 4(break/fix) pc & laptop, severity 3(service request) peregrine tickets with Remedy ticketing systems