Summary

Dynamic and resourceful desktop support professional, recognized for top technical support performance in a variety of desktop operating systems, hardware components and IT network peripherals.

Technical Qualifications

Operating System: Windows SERVER 2003/2008, Exchange server 2010, Windows 8/7/ XP, Mac OS X 10.7-10.9

Software Application: MS Office 2003/2007/2010/2013/Office 365, Google Apps,VNC, VPN, BES, Symantec backup Exec, Ghost imaging, WDS, MDT, Casper, WSUS, Symantec endpoint, Dell Kace, McAfee and Apple remote desktop ARD

Hardware: Dell /HP/Lenovo desktops and laptops, copiers, printers, scanners, Avaya phone, iPhone/iPad,

Blackberry and android devices

Networking: Local TCP/IP, LAN and Active Directory AD

Ticketing System: Service Desk Express Magic , Remedy, Track IT, Service Now and Zen desk

Employment

Confidential

Desktop Support Contractor

• Provided Desk side and remote Support to end-users
• Troubleshoot workstations in a Window and MAC environment, Xerox and LaserJet printers
• Utilized SysAid Ticketing System to manage, distribute and service incoming tickets in a timely manner
• Setup, configured and deployed new workstations for current and new users
• Performed Data Backups for Windows Migration
• Assisted in setting up email accounts and Wi-Fi connections on mobile devices
• Maintained documentation and inventory of IT hardware and software assets

Confidential

Enterprise Desktop Support Engineer Consultant

• Provided outstanding day to day 1st and 2nd level technical support for Executives and user support for a mix platform of Mac OSX and Windows users
• Managed on/off-boarding of staff members Administered and maintained user accounts in Active Directory and Exchange
• Troubleshoot, diagnosed and repaired end user PC Imaged and Deployed both new and used PC's and laptops using ghost imaging Asset management using Dell Kace 2100
• Supported video and conference calls for meetings and various Audio and Web Conferencing mediums
• Managed iOS and mobile devices set up and sync iPad, iPhone, blackberry and Android devices
• Worked with vendor support contacts to resolve technical problems with desktop computers peripheral equipment and software
• Trained end-user community on appropriate use of approved hardware/software and peripheral equipment as required by Standard Operating Procedures
• Monitored and maintained ticketing system. Assigned ticket to self or specialized support teams when needed

Confidential

Senior Desktop Support Specialist

• Provided end-users with on-site and remote support for the installation, configuration and problem resolution, on desktops/ laptops Mac and Windows , mobile devices, desk phones, printers, as well as audio and video equipment
• Administered Active Directory, Exchange, WSUS, Anti-Virus, Backup Group Policy implementation
• Managed upgrades imaged PCs using ghost Managed network and local printer setup
• Managed IP phone and mobile device set up and Activesync iPad, iPhone, blackberry and Samsung galaxy
• Developed processes, procedures and documentation as needed
• Monitored backups and rotate tapes using Symantec backup exec

Confidential

System Analyst Consultant

• Provided 1st and 2nd level technical support for HHC infrastructure supporting a user base of over 50,000 spread out across NYC
• Troubleshoot hardware, software and connectivity issue for mixed Novell, Windows 2000/XP/7 environment. Additionally support all of HHC proprietary software
• Set up and administer new accounts in Active Director and Exchange managed password resets for all application and systems, remote support, education, training, working with confidential information HIPAA
• Assisted in the creation of and maintenance of HHC's IS knowledgebase

Confidential

IT Help Desk Technician

• Supported Windows XP/Vista/Window 7 and Mac OSX 10.7 workstations, as well as a wide range of proprietary software
• Created and administered user accounts in Active Directory and exchange
• Created, closed or escalate problem tickets using Service Desk express Magic

• Performed break/fix operations on desktop and laptops managed systems upgrades and patches as required and troubleshoots network connectivity, and software issues on windows and macs

• Reset user passwords for network, windows and proprietary applications