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Desktop Support Specialist Resume

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PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Specialist

Responsibilities:

  • Provide desktop support for all Confidential staff and Faculty
  • Provide Support for Windows 7 and Windows 10 (testing)
  • Provide remote support using Bomgar
  • Use of Service Now for ticketing
  • Manage Assets including procuring new equipment when needed
  • Support all Mobile device platforms
  • Support BYOD
  • Active Directory management of user and computer accounts

Confidential

Desktop Support Specialist

Responsibilities:

  • Provide desktop support for all 5000 staff at the Boston office
  • Provided support for Windows XP/Windows 7
  • Beta tester for company Windows 10 initiative
  • Provide remote and onsite support using Bomgar and SCCM Remote Control
  • Use SCCM 2007 and 2016 to deploy software
  • Managed assets
  • Utilized Confidential SCCD for ticket tracking, asset management, and escalations
  • Supported VPN
  • Supported mobile devices. Both Android and IOS

Corporate IT Solutions

Managed Service Professional Engineer

Responsibilities:

  • Provide support for end user and infrastructure support for 92 Corporate IT clients
  • Prvoide high quality customer service in a high pace high stress environment.
  • Support Windows XP, Windows 7, Windows 8 & 8.1, MAC end user operating systems
  • Support Cloud Workspace (DaaS) desktop as a service, Windows Server 20xx, Citrix XenApp Server, VMWare (VCenter, VMware View), Exchange 20xx,
  • Troubleshot issues including but not limited to Active Directory, Mail Flow problems, Infrastructure down, Basic network issues (Infrastructure level)
  • Desktop Support
  • Mobile device support (IOS, Blackberry including (BES Server), Windows Phone, and Android.
  • Engage different levels of support to achieve resolution of all issues
  • Use ConnectWise to track and monitor calls
  • Use Kaseya to manage all systems including network monitoring
  • Engage in on call activities

Confidential

Site Lead Systems Administrator

Responsibilities:

  • IT manager and Systems admin for Trusteer an Confidential company
  • In charge of managing the acquisition of Trusteer into Confidential IT systems
  • Vendor Management
  • Support 4 Servers, 4 Switches, Phone System, and 75 end users
  • ESXi, Cisco Unity, Nessus
  • Accountable for security compliance
  • Single point of contact on sight, self - reliant on site
  • Service desktops, laptops, mobile devices, and conference rooms
  • Responsible for all security including patching an AV
  • Support Lotus notes 8x and 9x

Confidential

Windows 7 Migration Lead Technician

Responsibilities:

  • Worked with solutions provider to provide daily technical support and drive results for the migration project for end client
  • Migrated 1000 pc’s from Windows XP to Windows 7.
  • Point person for technical resolution and escalations
  • Managed 10 technicians and ensured delivery of no less than 50 machines completed daily
  • Deployed 7-10 machines daily
  • Resolved customer complaints
  • Provided general support when needed

Confidential

Windows 7 Migration Lead Technician

Responsibilities:

  • Developed daily and weekly goals for project with project manager and also conferred with IT manager to balance daily tasks
  • Had a team of 5 technicians
  • Met with every techs every morning for 10 minutes to go over daily projections and once a week for an hour for team meetings to go over progress and determine any changes which needed to be made.
  • Completed 3-5 machines daily while ensuring technicians met quota of 2-4 machines.
  • Escalation point for technicians whenever an issue arose in a deployment and daily tickets
  • Had to manage a personal daily queue of 5-8 tickets daily

Confidential

Windows 7 Deployment Coordinator

Responsibilities:

  • Conferred with project manager daily for project assignments
  • Provided daily updates on progress of deployment at site location
  • Provided high level technical resolution for issues which arose in other deployments with other technicians
  • Deployed 3-5 machines daily with low customer return and high satisfaction
  • Implemented new process when necessary to ensure standards are met and ubiquitous.
  • Coordinated with certain departments more closely depending on specific needs to balance customer and business needs.

Confidential

Data Center Analyst

Responsibilities:

  • Provide Field Service support as needed (please see description below for details)
  • Take Help Desk Calls as they come in
  • Account password resets and creation
  • Monitor data center activity to ensure system availability
  • Perform System checks and update operations report hourly
  • Critical Incident management

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