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RAYMOND R CHERRY. JRStreet Address  PHONE NUMBER AVAILABLE EMAIL AVAILABLEPROFILE STATEMENTA+ Certified Deskside Support Technician with extensive experience in technical support roles ranging from desktop support, to helpdesk and Active Directory support. Thoroughly knowledgeable in all aspects of progressive project management, hardware, software, computer/network operations experience in large global data centers with technical skills such as, all facets of project lifecycle, including initiation and planning; change, risk, and issue management; and guiding QA teams. Expertise in utilizing ITILv3 protocol to provide support and troubleshooting techniques to clients; consistently recognized for providing an exceptional level of customer service and communication of explaining complex technical issues quickly and easily ensuring timely resolution of problems.Areas of Key strength include:Hardware: Dell, Lenovo, HP, Toshiba computers, Android and IOS mobile devices, Avocent Server Monitoring System, Thermal Printers(Zebra, Monarch, and Sato), Ricoh, HP, Xerox, and Lexmark Laser Printers; Fuze, Alcatel-Lucent, Polycom, and Cisco VoIP Phone systems; and Trotec Engraving SystemSoftware: MS Office Suite, RSA SecureID System, Backup and Disaster recovery with Windows, Light Salesforce Administration, Acronis & Norton Ghost. Norton, Sophos, and McAfee Anti-Virus and Endpoint Encryption, Fuze VoIP, Palo Alto VPN, Cisco VPN, G-Disk (Military approved data removal software), Altiris Management Console, Ivanti Management Console, Footprints, HEAT, and Service Now Call Tracking Software, AT&T Management Console, Alcatel-Lucent 4760 Management Console, Cisco Call Manager Management Console, QAD (Logistical software) and Netterm installation, SalesLogix, Various Remote Access ApplicationsOperating Systems: Windows XP, Windows 7, Windows 8, Windows 10, Light Mac supportEXPERIENCEFrank Recruitment Group Financial District Desktop Support Engineer - New York May 2017  Aug 2020Demonstrates exceptional skills in professionalism and responsiveness across a wide variety of areasTroubleshoot and resolve complex issues involving and hardware and/or software utilized by Frank Recruitment GroupPromoted to assume additional responsibilities as Team Lead providing expert guidance to Help Desk staffDesktop support, utilizing ITIL v3 protocol, for 2 sites in the Financial DistrictLight Active Directory Administration (password resets, enabling/disabling accounts, object creation/deletion, etc.)Light Exchange Administration (mailbox creation, delegation, deletion, distribution list creation, etc.)Provides remote support using TeamViewer, Skype for Business, and/or Fuze MeetingsManaged the US Windows 10 Migration teamoUpgraded sites from Windows 7 to Windows 10 using Altiris-Ivanti Management ConsoleoScheduled upgrades with end usersoCollaborated with other Support Techs to facilitate the upgrade at US sitesPart of team that migrated the US sites from Office 2013 to Office 365Part of Microsoft Authenticator rollout team for the US sitesFacilitated the installation of OneDrive for US sitesPalo Alto VPN supportProvides 24/7 support for Worldwide usersInventory control for Wall Street officePro Healthcare (via Equity Staffing, Inc) Level II Desktop SupportNew Hyde Park, NY Jan 2017-Apr 2017Monitored/maintained backup infrastructure integrity, workstation and server daily backups both onsite and cloud based backup intervals.Microsoft Office 2010/2013/2016 supportIntegration of new Sites into the ProHealth environmentRemote support using TeamViewer or Governlan remote access toolsProvided phone customer service support for wireless vendorsProvided imaging and deployment Dell, HP, Panasonic desktop PCs and Laptops for vendors and clientsGE Capital (via Apex/CompuCom, Inc.) Level II Desktop Support Technician  Norwalk, CT Dec 2014  Jan 2017Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areasEarned solid reputation for resolving complex issues and providing exceptional customer servicePromoted to assume additional responsibilities as Technical Advisor providing expert guidance to Help Desk staffDesktop support for 2 Buildings at the Norwalk campusLight Active Directory Administration (password resets, enabling/disabling accounts, object creation/deletion, etc.)Light Exchange Administration (mailbox creation, delegation, deletion, distribution list creation, etc.)Supported remote access using Dialup/ F5 VPN and RSA SecurIDEscalated issues as needed and maintained communication with customer and Technical teamsIndependently designed new staffing schedule to improve nighttime coverage and reduce cost of overtimeValley Hospital (via Tek systems, Inc.) Windows 7 Migration/Desktop Support  Ridgewood, NJ May 2014  Dec 2014Part of team that migrated the US sites from Windows XP to Windows 7Onsite support for all Valley Hospital Departments and LaboratoriesResponded to requests and problems including installing, monitoring, diagnosing, repairing, maintaining and upgrading all PC/Thin Client/MAC hardware, software and equipment to ensure optimal workstation performancePerformed Troubleshooting with application software and operating systems to diagnose and resolve unique, non-recurring problemsInstalled and maintained various Medical and Laboratory equipment and softwareAshland, Inc. (via Sunrise Systems, Inc) Desktop Support - Wayne/Bridgewater, NJ Jun 2013  May 2014Provided computer help desk support via telephone communications with end-usersPart of team that migrated the US sites from Windows XP to Windows 7. Traveled throughout the US to support the US Windows 7 upgrade onsite.Performed diagnostics and troubleshooting of system issues, documents help desk tickets/resolutions, and maintains equipment inventory listsProvided support for desktop computer operating systems Google Apps and hardware/peripherals; work with individuals across the communityProvided support for various Laboratory equipment and softwareBlackberry/IPhone/IPad support (Enterprise Activations, Email setup, WiFi/Network connectivity, etc.)Prepared computers in training room for various software training classesInventory computer, network equipment and accessoriesAssisted customers with problems involving DOS, Windows XP/7 or Mac OS XSaint-Gobain Performance Plastics, Inc Desktop SupportBridgewater, NJ Aug 2006-Jul 2010, May 2012  Jan 2013Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Microsoft OfficeDesktop support for 3 sites. Weekly travel to sites in Bridgewater, Wayne, and/or Mickleton, NJProvided support for various Laboratories and Clean Rooms in multiple sites in NJLight Active Directory Administration (password resets, enabling/disabling accounts, object creation/deletion, etc.)Assisted the Help Desk Manager in supervision training and mentorship of student employees at the Help Desk with a specific focus on leading the team of Desktop Support Referral student employees who also contribute to tier 2 ticket resolutionBlackberry and cell phone support in an AT&T environmentContinually updated personal knowledge of computing hardware operating systems and softwareMigrated the NJ sites from Windows XP to Windows 7Cisco VPN administration and supportBrooks-Sloate Co-Operative, Inc Desktop Support  Paterson, NJ Mar 2010  May 2012Answered client inquiries in person, email and via telephone concerning systems and network operations.Identified problems, diagnosed causes and determined corrective actions for mobile devices,Provided technical assistance to customers via telephone, email or in person.Created and detailed trouble tickets and entered them into a database and correctly refer them to the appropriate team members.Provided assistance via remote control service in order to install software or resolve an issueGenusys Group, Inc. (Hackettstown Medical Center) Desktop/Helpdesk - Hackettstown, NJ Nov 2005  Jul 2006TAC Worldwide, Inc., (Bank of America) Server Decommissioning Technician - Ridgefield Park, NJ Jul 2005  Nov 2005AppleOne Consulting, Inc., (Cingular) Technical Support - Paramus, NJ Mar 2005  Jul 2005Robert Half International, Inc. Desktop Support - Paramus, NJ Sep 2004  Mar 2005Contemporary Computer Services, Inc. Desktop/Helpdesk - Lyndhurst, NJ May 2002  Feb 2003Delta CompuTec, Inc. National Technical Support/Help Desk Technician - Teterboro, NJ Mar 1997  Apr 2001EDUCATION AND CERTIFICATIONSCOMPTIA A+ CERTIFIEDAVTECH Institute of Technology IT Support Course - Fairfield, NJ May 2011  Nov 2011Network + (including protocols, hardware, OSI model, and administration)Server 2008 (Administration and Infrastructure)CCNA (IP addressing, hardware, Protocols, VLANS, etc.)Solartech Institute A+ Certification/Microsoft Certified Professional Course - South Hackensack, NJ Dec 2000  May 2001Networking essentials (including protocols, hardware, OSI model, and administration)Windows server (including hardware requirements, installation, troubleshooting and administration)Computer Learning Center AC & DC/Digital Electronics and Computer Repair/Novell Networking - Paramus, NJ Mar 1995  Feb 1996AC/DC/Digital Electronics Theory and LabWindows 95Computer RepairNovell Networking