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Click here or scroll down to respond to this candidateCandidate's Name
SUMMARYDesktop Support professional with 7+ years of experience Customer-focused Desktop Support Technician with more than years of success in a variety of computer operating systems applications and hardware. Analytical and adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standardsSUMMARY SKILLS Operating System: Windows / 2000 / XP Pro / 7 / 10 Business Apps: / XP / 2003 / 2007 / 2010/ 2013/ 2016/ Office 365/Outlook/ Excel Network: LAN / WAN / IGRP / EIGRP / OSPF/ TCP/IP / SNMP / POP2 / IMAP / Platforms: Windows, MAC OS Experience with hardware and software desktop configurations and installations for users Troubleshoot and supported Thin Client related issues Experience with Network troubleshooting as well Worked on a conversion from Windows XP to Win7 initiative Deployment of Windows 10 images Configuration and support of Wyse Device Install, configure and Perform printer installation, support for users when needed Copy all user profiles on PC to a network locationEXPERIENCEFreelance Computer / August 2023 To Present Computer diagnostic laptop or desktop pinpoint the issue Upgrading the operating systems to newer OS Software installation & Microsoft office products Data Backup & reinstall to the newer machine Printer configuration Creating a backup Imaging for recovery laptop or desktop Setup Microsoft Authenticator for the client Perform Break FixMarsh McLennan /ARTECH INFO September 13/2022 - June 30/2023Desktop support Analyst / IT Support Configuration of Lenovo laptop for deployment for Partners / Colleague Contact the End-user for an appointment /Tutoring the colleague about expectation Partners whos has been qualified to be upgraded from PC MacBook Pro Providing assistance for data backup via OneDrive & create a folder for bookmarks Helping with the data transfer (desktop, documents, download) network access & printers Configured MacBook Pro for Zoom conference room & troubleshooting Provided Level 1 & Level 2 technical support in person or remotely by identifying the root of that Cause after troubleshooting & resolving through corrective steps Supported for Microsoft office & office 365 product Configured MDM for IPHONE OR Android Provide break fix laptops for those laptops that had been underperform or failure Assist in the planning, implementation & maintenance of network Perform routine maintenance tasks, such as system updates, backups Diagnosis and correct wireless network issues reported to the proper channel Assist the customer @ the tech bar such as hardware & software relative issue, Used of Crash Plan for data recovery when crashed or transferred to the new laptop Set up MACKBOOK for Zoom conference Video call test the equipment for Sound & Polycom Microsoft teams for windows client PC imaging with PXE BOOT from desktop- desktop & laptop migrate Windows 10 OS Imaging MacBook Pro with Sierra Set-up Microsoft Authenticator for the business partnersMetropolitan Transportation Authority / QED National September 2021 to February 2022Desktop support technician Helping the End-user with back to work network issue or providing technical support Conversion from Thin OS to PC OR Laptop Create a backup folder for data transfer & Bookmarks Replacing SATA drive With Solid state drive & adding more memory for better performance Configuration of Dell PC/ laptop for deployment to the End- user / Tutoring Contact The End-user for an appointment Swapping the Thin OS or older PC / Laptop for a newer version with an updated OS Email configuration, printer access & mapped share drive Usage of Service Now ticketing systems Provide level 1 & 2 desktop support including installation & troubleshooting, post migration to all users Adding the End-user to the remote desktop group for remote desktop connection Troubleshoot post deployment on windows platforms Disposal, redeployment pf hardware refreshMetropolitan Transportation Authority (MTA) / Unique Computer August 2019 to July 2020Technical support / Desktop supportExecuted Windows 7 to 10 migrations for users by prepping desktops for deployment, transferring and backing up data, configuring emails, and mapping shared drives Upgrading D90 with Windows 10 OS Conversion from PC to Thin OS Transferring data from the backup folder Prepping desktop for deployment by implement the new OS Contact the end-user to schedule an appointment Create a backup folder for data transfer & Bookmarks Distribute software through Active directory Added new PC to the appropriate Domain Rejoined the Domain when a PC / Laptops got kick off the domain Deployed desktop to the end-user / Tutoring Swapping the old PC / Setup the new image PC Troubleshooting /providing end-user support Configuration of Dell laptop & deployed Hard-drive encryption /Recovery specialist Traveled & Supported different sites MacAfee Endpoint Encryption / Anti-Virus Provided Level 1 & level 2 support for New- York Regional service Usage of Service Now ticketing systems for troubleshooting End-users application or software requested Remote desktop connection via Citrix & adding the User to remote desktop group for secure connection Troubleshooting Citrix apps when connection failed & provided a solution to the user to limited downtimeBed Bath & Beyond / Robert Half - Technology August 2018 to June 2019Technical support / Desktop support Configuration of Dell laptop surface book/Pro OS migration windows 7 to windows 10 Deployed Laptops to the End users / Tutoring Create a backup folder on the new laptop for data Transfer Helping with the Bookmarks from Mozilla / chrome Jabber configuration & VPN setup Provided daily support Troubleshooting Jabber & VPN issue Publishing software through BMC Added to the Domain / rejoined the domain when drop off the network Collected the previous hardware Migrated End-users from lotus notes to Office 365 Resetting End-users password through active directory Refreshing PC Adding tools for Microsoft Excel / impromptu Email configuration for lotus notes or Office 365 Printer configuration / folder accessGAP USA New-York NYDesktop supportSeptember 2016 to March 2018 Configuration of Dell Laptops OS migration XP TO windows 7 Migrate Windows 7 to Windows 10 Deployed Laptop to the End users/ tutoring Responded to all Business Partners email or walkthrough Hard-drive encryption/ decryption Resolved any Bitlocker issue Microsoft outlook support / PST issues Systems file recovery & data backup Mac OS configuration & deployed to the Business Partners Experienced with MAC OS (Sierra) Mac OS Recovery Participated in conference calls to provide current issues and update command center with completed tasks and support that reduced end users issues. Responsible for reporting issues that affect network and provided support to all end users efficiently. Performed Hardware and software break fix in a windows 7 based environment Provided 1st, 2nd level desktop support for all application issues daily including installation, testing, operation, troubleshooting, maintenance and post migration to all end users Wi-Fi access / Troubleshooting Manage, troubleshoot & configure printer Troubleshoot network connectivity issues for end users to the server Migrating office 2010 to office 365 Configured Essbase & Smartview Outlook 2016 & excel 2016 trouble shootingCreating email usersConnectivity issuesTroubleshooting Adding users and software through SCCM Operating in a 55% PC 45% Mac environmentImaging through Casper for Mac End users Resetting BP password in Active Directory.COMNETUSA LLC, NJ / FREELANCE August 2016 to September 2016 Cable management- wiring, crimping, racking Configured computer on the network Configure network printer Troubleshooting PC & Switches Computer upgradeRandstad / Group M marketing, NYTech Support May 2016 to July 2016 Setup IOS devices Migrated Windows XP TO Windows 7 Hardware & Software support Performed data backup / defragmentation Deploy applications using LANDesk End user support Map networking printersAIG Insurance, Exchange Place, NJ Aug 2011 to Dec 2015Desktop/Tech Support Support end users with system, software and hardware issues Map network printers. map driver and folders Troubleshoot and supported Thin Client related issues Network troubleshooting Worked on a conversion from Windows XP to Win7 initiative Wyse device configuration and support Deployment of Windows 7 images Support for cisco switch - Moving user devices and hardware from site to site Reimaging laptops from old users for use. Re-adding them to the domain. Help Desk Ticket servicing from end users. Traveled and supported Multiple sitesJP Morgan Chase, Exchange, Place, NJ April 2011 to May 2011PC Support Install and configure network printers, map drive and folders Computer deployment, imaging computer, disk wipe End user support Data migrationExxon Mobile, Edison, NJ July 2010 to Sep 2010Desktop Support Migrate from windows XP to Windows 7 Network troubleshooting, Anti-virus update Phone support Upgrade lotus notes to MS-OutlookCitigroup, NY Aug 2008 to Aug 2010PC Support Computer deployment Imaging computer Disk wipe Support end user Data migrationEDUCATIONTCS, Technical Career Services, New York, NY April 2010 June 2011 A+ Certification Class N+ & Network security CCNA, Cisco Certified Network Associate MCITP Exchange ServerTHE Chubb Institute, Jersey City, NJ, USA February 2006 - October 2007 Computer Networking & Security A+ Certification Class N+ & Network security CCNA, Cisco Certified Network Associate MCSA, MCSE Linux Digital ForensicsPursuing the following Certifications: CCNA WINDOWS Server, MCSE Network + A+ Linux Cisco Security |
