SUMMARY

• An accomplished Desktop Support Technician with over 10 years of successful experience in a variety of computer operation systems applications and hardware.
• Excellent management experience with over 6 years of Team Lead duties.
• Analytical and adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards experienced managing and providing dedicated, high - touch, desktop support and general IT services to executive teams and end users.

PROFESSIONAL EXPERIENCE

Desktop Support Technician

Confidential

Responsibilities:

• Responsible for Installing hardware and peripheral components, disk drives, printers, scanners, mobile and smart phones related to desktop Infrastructure, in accordance with department standards
• Act as the initial point of contact for all computer and system related concerns from clients or other employees
• Assist management in creating training materials pertaining to computer troubleshooting and usage
• Responsible troubleshooting software and hardware failures and determine network problems
• Maintain a working log detailed all required system updates, as well as the date of completion
• Resolve technical issues related to network interruptions Install and configure computer systems and applications within the company
• Responsible for creating new users in Active Directory and Outlook 0365
• Responsible for setting up new user in the Vonage phone system
• Responsible for building and configuring our conference call system throughout all offices across the country with the Zoom conference system

Desktop Support Technician

Confidential

Responsibilities:

• 2nd/3rd Line Desktop support of hardware and Software
• Responsible for installing, configuring, and troubleshooting hardware peripherals
• Responsible for setup and maintain the file site application
• Responsible for setup and maintaining all dictation devices and the dictation software (Winscribe)
• Responsible for C level executive support with over 2000 local attorneys and clients
• Responsible for setup of AV equipment to support attorney conferences
• Played a major role in the migration of hardware (desktops, Laptops, Copiers and Printers) and software, migrating user's data and outlook mail.
• Responsible for encrypted outlook setup on mobile devices to include Android and iPhone, using Mobile Iron and secure apps.
• Provided remote support to end users via LANDesk and Logmein123
• Responsible for setting up users, adding permissions, creating groups In Active Directory.

Sr. Desktop Support Lead

Confidential

Responsibilities:

• Responsible for correcting all hardware issues on a multitude of systems and determined the solutions in an efficient time table.
• Maintained multiple software programs and troubleshooting each accordingly
• Responsible for installing, configuring, and troubleshooting hardware peripherals i.e. Blackberry, IOS, Android
• Responsible for setup, configuration and maintaining windows operating systems WinXP/Win7 and Win 2003/2010/2012 server along with Microsoft office and office 365
• Configured and maintain the wireless router and all its configurations
• Troubleshoot Lan\Wan connectivity issues using TCP/IP, DNS, DHCP (toning, tracing ports)
• Responsible for all virtualization using VMware, and vSphere Client. Maintaining all terminal servers
• Responsible for setup and configuration of all VPN remote access.
• Setup managed and configured all VOIP and voicemail accounts
• Managed over 5 ACDN accounts and over 300 users.
• Responsible for all security access to include badge access and ADT building access.
• Responsible for setting up users, adding permissions, creating groups In Active Directory.

Desktop Support Technician

Confidential

Responsibilities:

• Responsible for providing customer support for networked computing environment.
• Responsible for the administration and support of corporate servers.
• Responsible for supporting active directory in a multi domain forest environment
• Responsible for day to day helpdesk operations
• Accountable for technical internal helpdesk tickets and meetings SLA's
• Responsible for supporting Microsoft OS WinXP Win7, Microsoft office with office 365, SCCM, File sharing and RSA
• Responsible for supporting VMware 5.1 and virtual server
• Provided remote support to end users via LANDesk and Zen Desk

Desktop Support Lead

Confidential

Responsibilities:

• Responsible for monitoring deskside support call queues and assigning tickets to appropriate personnel while handling critical issues where necessary
• Supervised daily activities of deskside support personnel and advised on priority projects by consulting with deskside support manager.
• Monitored and assigned tickets and urgency levels in the Service Now deskside support queues
• Utilized SCCM to manage, pulled reports, Imaged and deployed desktop and laptop Images
• Used Active Directory to create and manage user accounts also to manage groups and folders
• Responsible for installing, configuring, troubleshooting, and maintaining the Microsoft windows and Mac OS desktop and laptop computers to include iPad, iPhone, MacBook's, Mac Air, Lenovo, HP and associated peripherals
• Responsible for migrating and refreshing several hundred systems from Win/XP to Win7
• Provided remote support to end users via LANDesk and logmein123

Desktop Support Technician

Confidential

Responsibilities:

• Assisted staff with the Installation, configuration, and ongoing usability of laptops, peripheral equipment and software within established standards and guidelines
• Supported numerous computer platforms in a multi-layer client server environment
• Working knowledge of the PXE boot process for Imaging and migrating Win/7
• Participated in the engineering QA and deployment process of migrating over 2700 desktops and laptops
• Used Active directory to manage user accounts
• Worked directly with engineers and support teams to formulate and improve the migration process.
• Consolidated with Helpdesk and network support operations team to determine and resolve daily issues from clients
• Provided assistance with helpdesk tickets when backup was needed
• Conducted training to end users on applications and hardware