SUMMARY:

Experienced IT Desktop Support Specialist possessing strong communication, analytical, and problem - solving skills. Resolves technical issues with the ability to effectively communicate complex ideas into simple terms and handles software/hardware upgrades, installations and support.

TECHNICAL SKILLS:

Operating Systems/Environments: Windows 10, Powershell v2.0 (Windows 7) and 5.0 (Windows 10), Windows 7 Enterprise, MAC OS v10 to 10.9, Windows XP Professional, Windows Server 2008 R2 Enterprise, Windows Server 2003-2008 Enterprise, Windows 2000 Professional, Windows 95/98/NT v4.0, Mac OS v9.0, DOS v6.0

Software: ServiceNow, Cisco Jabber, WebEx Productivity Tools, COMODO Antivirus (for PC, MAC & Linux), HPSM ( Confidential Service Manager) release 4.02, Cisco VPN Client, Dameware Mini Remote Control v7, Guardian Edge encryption software, Confidential Endpoint Protection ( Corporate Edition), Office 365, MS Office 2003-2010, Remedy, Active Directory, Oracle 9i, Dreamweaver, Fireworks, Photoshop, BBEdit, Ghost Multicast Server

Hardware: Lenovo X1 Carbon laptops, Lenovo Yoga 370 laptops, Lenovo E460 laptops, Lenovo M93 desktops, iPad and iPhone devices, Confidential EliteBook 820, 840 & 850 G1 laptops, Confidential EliteDesk 800 Small Form Factor desktops, MACBook and MACBook Pro laptops, Confidential printers, Confidential LATITUDE series laptop PCs and Optiplex series desktop PCs, Confidential 8000 Elite Small Form Factor desktop PCs, Confidential 8400-8500 series EliteBook laptop PCs, IBM Lenovo M58 series desktop PCs and Apple PowerMac G3

Programming/Scripting Languages: Powershell, HTML, JavaScript

EXPERIENCE:

Confidential, Stamford, CT

IT Analyst/Desktop Support

Responsibilities:

• Currently providing level-two deskside support to Confidential employees in a multi-platform environment (Windows and MAC) and effectively resolving end-user issues based on analysis of the issue in question. Handling multiple projects while simultaneously solving various break-fix and networking related issues.
• Provide support in the installation, configuration, implementation and deployment of Lenovo computers.
• Responsibilities include the following: telephone, E-mail and deskside support for computer hardware and software issues; installation of PCs running a variety of software applications, including MS Office; installed and maintained MS Windows Operating Systems and MAC OS Systems.
• Configuring and deploying iPad devices for Confidential Sales Field employees along with additional assistance with iPhone and iPad devices.
• Presently communicate with all employees, working with minimal supervision, maintaining the ability to prioritize and multi-task critical issues daily.

Skills: Windows 10 Enterprise, Windows 7 Enterprise, Office 2016, Office 365, MAC OS 10 to 10.3, iOS up to 11.2.5, Powershell, WebEx Productivity Tools, Cisco Jabber, ServiceNow (ticketing system)

Confidential, Norwalk, CT

PC Refresh Technician

Responsibilities:

• Gathered old legacy Confidential systems and PC hardware from Confidential employees and migrated client data from said systems and PC hardware to new, current Confidential 820, 840 & 850 laptops and Confidential EliteDesk 800 Small Form Factor desktop computers.
• The Confidential PC Refresh Project took place at various sites within and outside the Confidential completion of PC refresh process at each work site, additional assistance in software and hardware configuration of new Confidential laptop and desktop computers was provided for various Confidential employees and staff.­­­

Skills: Windows 7 Enterprise, MS Office 2013

Confidential, Norwalk, CT

Desktop Support Technician

Responsibilities:

• Managed numerous tasks for IT Development Team and Confidential employees while providing support in effective resolution of various hardware/software issues within a multi-platform environment (PC/MAC).
• Responsibilities included the following: telephone, E-mail and deskside support PC and MAC hardware/software problems; installation of PCs and MACBook computers running an assortment of software packages which include MS Office applications (for PC & MAC), installing and maintaining MS Windows OS and MAC OS platforms.

Skills: MS Server 2003-2008, Windows 7 Enterprise, MS Office 2003-2010 (for Windows & MAC), Office 365, MAC OS X, COMODO Antivirus

Confidential, Branford, CT

IT Desktop Support Technician

Responsibilities:

• Handled multiple projects while simultaneously performing call center calls, break-fix issues and networking related issues.
• Provided support in the installation, configuration, implementation and deployment of Confidential hardware throughout the site in different locations.
• Responsibilities included the following: telephone, E-mail and deskside support for computer hardware and software problems; installation of PCs running a variety of software packages, including MS Office applications, as well as resolving end user hardware and software issues quickly and efficiently; installed and maintained MS Windows Operating Systems.
• Effectively communicated with all employees, customers, vendors and guests and working with minimal supervision, maintaining the ability to prioritize and multi-task critical issues daily.

Skills: Windows 7 Enterprise, MS Office 2010, MS Office 2003, Confidential Service Manager (HPSM) Release 4.02, Active Directory

Confidential, Shelton, CT

Desktop Support/Systems Administrator

Responsibilities:

• Performed remote, phone and on site desktop Level 2 technical support to Confidential Holdings USA employees from the Shelton, CT office location.
• Remote access was done using Confidential Mini Remote Control v7 software to interface with executive users in various stages for printer setup, laptop and desktop PC troubleshooting. Imaged and syspreped PC workstations for end users throughout the organization using ghosting (imaging) software.
• Configured LAN and WLAN functionality on laptop PCs using VPN Client software to enable clients to connect to various corporate network domains.

Skills: Windows XP Pro, MS Office 2007, Cisco VPN Client, Dameware Mini Remote Control v7, Active Directory

Confidential, New Haven, CT

Desktop Support Technician

Responsibilities:

• Performed routine maintenance on Confidential PC workstations and Confidential network printers within various departments throughout the hospital by completing Remedy trouble tickets assigned from the Help Desk Call Center. Interfaced with various members of the Confidential user community in resolving software and hardware issues.
• Performed system preparation of Confidential workstations and installed and deployed Confidential 8000 Elite desktop PCs and Confidential 8540p EliteBook laptop PCs throughout the hospital.
• Installed various software applications such as Guardian Edge encryption software, Confidential Endpoint Protection antivirus and MS Office 2007 Professional on MS Windows XP platform/environment.

Skills: Windows 7, Windows XP Pro, MS Office 2010, MS Office 2007, Office 2003, Remedy, Active Directory, Guardian Edge encryption software, Confidential Endpoint Protection ( Corporate Edition), Ghost Multicast Server

Confidential, Trumbull, CT

Data Migration Technician

Responsibilities:

• Interfaced with Confidential employees to gather legacy Confidential laptop and Confidential desktop computers to complete hardware data migration and deployment.
• Installed various software applications such as Oracle 9i from network servers and configured Confidential Latitude E6400, E4300 series laptop computers for Confidential employees.
• Provided technical assistance to Confidential users after completion of data migration process.

Skills: Windows XP Professional, MS Office 2003, Ghost Multicast Server