SUMMARY:

• Experienced and Knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Help Desk support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In - depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Responsibilities:

• Assist team member with the technical and logistics duties of deploying and supporting Windows 10/Office 2016 on Desktops, Laptops and Thin Clients as well as Citrix related troubleshooting and Support
• Responsible for developing Windows 10 image along with following:
• Creation of Windows 10 images
• Install Windows 10/ Office 365/ 2016, Skype for Business Configuration, testing and rollout.
• Core Bloomberg applications.
• Install end user's line of business applications.
• Work on Application Packaging and OS imaging.
• Work on SCCM support, Patch Management, reporting and updates.
• Customer support including Incidents and Work order tickets, document and track issues until resolved
• Create Database for user device and printer information, copy user data, and user profiles saved on hard drive(s), documentation, migration, post migration support, closeout, cleanups and disposals.
• Troubleshoot and resolve MS Office, Outlook, Network, Firewall issues, and first level support of Antivirus issues
• Install, configure and Perform printer installation, support for users when needed
• Coordinate with various departments in support of the project
• Attend regular team meetings and Perform any additional project related activities as needed
• Maintain Consolidated Computer Assets and peripherals information and consolidated user information that includes applications by user(s).
• Replaced older PCs and replace with either Thin Client Devices or supported OS desktops.
• Deployment of PCs and Thin Client Device rollout, handle imaging of PC and preparation of thin clients, coordinate the rollouts, customer support as required
• Perform Thin Client and Citrix related troubleshooting and Support, manage projects that require site visits and request in Texas, New Jersey and Amsterdam.

Confidential, Staten Island, NY

Responsibilities:

• Provides Second Level support by answering, evaluating and prioritizing incoming telephone, voicemail and email requests for assistance from users experiencing problems with hardware, software, networking and other computer-related issues.
• Asked concise and accurate questions to identify issues and provide solutions.
• Answer application questions with short training and/or - how-to documents.
• Delegate support tasks when appropriate to third party vendors (ie., POS vendors, and telecom vendors).
• Accurately document issues in call tracking database.
• Follow-up trouble tickets to ensure satisfactory closure of issue.
• Escalate problems to third level (when appropriate) to obtain timely resolution.
• Monitor trouble ticket portals of third party vendors to ensure proactive resolution to issues.
• Participate in departmental projects and programs (which include rollouts, upgrades and modifications).
• Maintain procedures manual to ensure continuity of task execution amongst current or future staff.
• Deliver administrative services to IT department.
• Participates in after hour on call/weekend rotation.

Helpdesk Analyst

Confidential, Michigan

Responsibilities:

• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required provide help desk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT help desk
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on Priority
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Utilize and maintain the help desk tracking software
• Document internal procedures
• Assist with on boarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Manage PC setup and deployment for new employees using standard hardware, images and Software
• Manage and maintain Deep Freeze Installations Build MSI deployments - Run Advertised/Application deployments
• Create network Guest accounts
• Build deployment tasks for software images
• Create and manage computer images
• Escalate application issues to appropriate ITS personnel and provide appropriate documentation of troubleshooting steps completed via centralized help desk
• Assist in developing, testing and implementation of backup and disaster recovery systems
• Conduct analysis, planning, testing, and implementation of solutions

DBS Technician

Confidential, Connecticut

Responsibilities:

• Communicated with Dispatch in accordance with instructions, promptly report all problems to Supervisors
• Provide the highest quality customer education at time of installation
• Troubleshoot installation and maintenance problems
• Completed all installation paperwork and contracts in accordance with instructions
• Participated in all safety training and comply with safety policies, including proper use of personal protective equipment
• Used proper equipment and parts in accordance with work orders
• Performed all work in compliance with company quality standards
• Responded to and resolve customer complaints
• Complied with all quality control processes