HAROLD DESMOND

Washington, DC ad2fyk@r.postjobfree.com 301-***-**** LinkedIn

SENIOR DESKTOP SUPPORT

Technically sophisticated IT professional with 20 years of success serving clients in private and public sectors. Maintain essential tools of business including desktop, laptop, phone, mobile device, hardware and software installations, LAN/WAN, A/V, deployments, and upgrades. Quick thinker and excellent problem solver, staying up to date on new developments and continually implementing new products. Able to negotiate with multiple competing stakeholders to achieve objectives. Ensure organizations have technology tools needed to help meet business objectives. Customer service specialist for end users, able to stay calm and work quickly when troubleshooting problems, as well as proven track record of training users and staff.

AREAS OF EXPERTISE

Technical Support Operation Management User Training / Support Documentation Remote Support New Software Rollouts IT Implementation Project Management Staff Training Root Cause Analysis Support Tools Customer Service Troubleshooting Issue Resolution Communication Ticketing Imaging

WORK EXPERIENCE

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FINRA – Washington, DC

Senior Desktop VIP Support 2022 - Present

Lead desktop VIP and staff support at headquarters location. Diagnose, troubleshoot, and resolve hardware, software, and client network problems, utilizing Service Now and Dynamics ticketing systems. Set up and manage devices and permissions for on-site and remote hires. Install software via company portal or vendor web sites. Gather data about user needs to identify, predict, interpret, and evaluate system and network requirements.

Met targeted operational Service Level Agreements (SLAs) in support of organizational goals, objectives, policies, and procedures, while ensuring customer satisfaction throughout service delivery process.

Contributed to decommissioning of headquarters building for move to new hoteling space.

Completed ethernet port tracing and activation, .mobile device management, and hardware/software set ups.

Supported organization’s security practices to ensure system and data protection while monitoring hardware/software/peripherals and adhering to IT asset management practices.

CLARIVATE ANALYTICS – Alexandria, VA

Senior Executive Support 2017 – 2022

Served as point of contact for executives needing remote support with diagnosis and resolution of technical and product functional inquiries. Leveraged Service Now ticketing system to accomplish tasks efficiently and support integration with Clarivate environment. Investigated, diagnosed, and addressed application support issues, and documented ongoing progress on 40+ open tickets per month. Utilized clear communication to gather information from users and share issue resolution steps. Imaged and re-imaged computers using Endpoint Manager, pushed out software with Configuration Manager, created AWS/VDI accounts for worldwide users, and completed remote device wipe/kill off as needed.

Led office closures and moves and provided onsite support for network issues.

Served as Jamf Admin for Macs and Azure AD Admin for PC, providing remote support using Teamviewer and Dameware remote tools.

Created effective documentation for users and tech support teams for AWS/VDI, supported AV for regional meetings, managed eWaste, and decommissioned networking/server equipment.

Integrated acquisitions into Clarivate environment (Azure AD/VPN access/ re-image).

IBM – Washington, DC

Senior Desktop Support Technician 2015 –2017

Provided Tier 1/2/3 support for Thomson Reuters Corp, Westlaw, and News Bureau including satellites at White House, Capitol, and Departments of Treasury, Labor, Commerce, Justice, and State, serving 1500+ users. Applied proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments. Installed and supported printers, maintained training room computers and laptops for CLEAR training.

Imaged and configured new laptops and desktops for deployment and accomplished phone support for iPhone, Android, and Blackberry devices.

Contributed to network support on Cisco routers, switches, and wireless access points.

Investigated incidents using root cause analysis to resolve issues.

THOMSON REUTERS – Washington, DC

Senior Desktop Support Analyst 2012 –2014

Utilized multiple resources to determine causes and resolutions of technology problems and incidents. Consistently met or exceeded performance targets and goals correlated with call handling and customer service.

Tested new software for deployment, created weekly server backups, established local software repository server, installed and configured Cisco video teleconference equipment, and provided A/V support for conferences.

Trained users in one-on-one and group sessions.

Diagnosed hardware/software faults, researched answers, and solved technical problems, guiding user through corrective steps either remotely or face to face.

EEOC SITE LEAD – Washington, DC

Desktop Support Tier 2/3 2010 –2011

Provided excellent customer service and level 2/3 technical support while serving as contact for third party contractors. Installed COTS software to desktop equipment. Re-imaged desktops with Symantec Ghost. Replaced faulty drives, created user accounts, and instructed end users. Tracked all work in ticketing system. Liaised with client to ensure satisfaction. Thoroughly documented solutions, repairs, or other encounters.

Adapted to fresh challenges and shifting priorities with strong technical skills across various IT disciplines.

Utilized positive attitude even in the face of challenges with strong interpersonal, written, and verbal communication skills.

Instructed field technicians on troubleshooting procedures of Agency equipment.

Identified and resolved delays and outages as quickly as possible.

Earlier roles include: Tier 2/3 Site Lead, Tier 1 Support Technician, Tier 2/3 Support, and IT Support Technician positions at Siemens-ITS, Hogan and Hartson LLC, US Department of Agriculture, FEMA, and Georgetown University Hospital.

EDUCATION

Bachelor of Science in Computer Information Systems Strayer University – Rockville, MD

United States Army Honorable Discharge

TECHNICAL PROFICIENCIES

MS Windows 11/10/8/7/XP Linux Ubuntu/Fedora MS Exchange 0365 (Admin Center) Service Now WebEx Enterprise Admin BitLocker Machine Search AD LAPS Slack MS Endpoint Manager Admin Center AWS Workspaces Management Console EX05 TeamViewer MFA Setup AutoPilot/Intune Cisco Softphone Cisco AnyConnect Desktop Central MDM Dameware Jamf Entra Aternity AMG Console Duo 2FA Apple OSX (Mojave/Catalina/Big Sur) Norton Ghost CyberCrunch Configuration Manager MS Surface Pro Configuration Genesys Bomgar Wyse Thin Client Xerox Workplace Suite Citrix Virtual Desktop

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