Desktop Support Professional
Resume:
Shon Lindsay
DSS Managed Services Provider
Bronx, NY 10475
**********@*********.***
Shon has Bachelors in Psychology and Business and has extensive years of experience in of progressive and experience in a diverse IT Support as IT specialist. He has experience in providing troubleshooting, problem solving and on-site technical support for all levels of users and also in providing technical support for all hardware/software computer deployments and related issues. He has experience with writing and deploying functional IT policy Windows 7/10 Global Reporting for US, Europe, Asia, Germany, Australia, Switzerland UK and Ireland whereas deployement of hardware and software is deployed through SCCM Epolicy using Mcafee. He has assisted staff internationally with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software across 2 domains and 3 operating systems. He also has experience in providing back-up remote support for other locations assist Internal IT staff in systems management and administration generate and maintain a desktop image install software applications as needed implement security guidelines as instructed generate and maintain technical documentation. He is Local to The Bronx, NY 10475 and is available for this assignment with 1 weeks of notice.
Authorized to work in the US for any employer
Work Experience
Campus Technology Services
SUNY Purchase College-Purchase, NY
June 2022 to Present
Expertise in Active Directory and Azure AD Experience with Microsoft Exchange and M365.Hands-on configuration and troubleshooting of switches, routers, and firewalls, servers, port config, and jack to faceplate drops.
Familiarity with antivirus solutions (preferably Sentinel One and Webroot). Proficiency in Windows 10, 11 and Mac OS. Windows desktop support knowledge, including printers, networking, virus removal, and VPN. Solid understanding of data recovery and hard drive RAID configuration. In addition to client support, this role may entail working on various projects such as: Migrating clients to a cloud virtual desktop environment. Transitioning network file shares to SharePoint Online Document libraries. Moving from classic Active Directory to Azure AD, including endpoint joining. Implementing security features and functionality. Assisting with new client onboarding. All underlined with strong customer service skills to work with SUNY staff and students.
MSP DSS
Con Edison-Bronx, NY
August 2019 to Present
Desktop Support Analyst (LAN Admin), responsible for assisting in Windows 10 migration for multiple corporate locations. Also, 2nd level support providing on-site troubleshooting, problem diagnosis and resolution and general technical support. Provide technical support including installation, deployment, retirement and maintenance of company workstations and LAN hardware, software, scanner, printer problems and various peripherals including air card and iPhones. When not helping local staff, there will be administrative work that will need to be maintained. Monitor and take action on Policed Reports generated by Microsoft SCCM, which feeds our Tech Support Dashboard. This is for LAN Admin position for multiple locations in NYC and Westchester. One position is for the Bronx and one for Brooklyn as primary locations.
Technology Support group as a System Analyst working in a Desktop Support environment. A Bachelor's degree related to Computer Science or Information Systems. Knowledge and experience working with Microsoft desktop/laptop systems, Windows 7, 8 & 10 and Microsoft Office Suite 2010 and higher required.
Excellent experience in support and troubleshooting in a Desktop Support environment with knowledge of local area networking and network switches and routers is required. In addition a general understanding of wireless technology and mobile computing devices is also required. Strong analytical, oral and written communication skills problem description and problem solving. As well as have the ability to handle multiple assignments with changing priorities while still meeting deadlines. Ability to learn new technology as required for the job using documentation and other available resources.
Desktop Support Technician
Regeneron-Tarrytown, NY
January 2018 to July 2019
Provide troubleshooting, problem solving and on-site technical support for all levels of users Provide technical support for all hardware/software computer deployments and related issues Analyze, test, implement and support the roll-outs of new client equipment such as PCs, laptops, and tablets. Analyze, troubleshoot, and support all aspects of the client infrastructure, including PC hardware, software installs, and networking.
• Provide client level support for all IT deployments and projects
• Windows 10
• Lenovo hardware
• Apple Phones, Pads
• Microsoft Surface,
• VIP support experience
Desktop Engineer
Global Reinsurance-Stamford, CT
August 2013 to January 2018
Writing and deploying functional IT policy Windows 7 Global Reporting for Europe, Asia, Germany, Australia, Switzerland UK and Ireland where as deployment of hardware and software is deployed through SCCM Policy using Mcafee. Leading and training Windows 7 deployment & Mcafee safeboot. Working alongside image deployment and hardware refresh. • Direct or coordinate activities of engineering or technical personnel involved in designing. • Formulate products or systems to meet company req. • Analyze project requests, proposals, or engineering data to determine feasibility, cost, or production time of products and publishing in knowledge based articles in Sharepoint. • Review performance reports and documentation from customers and field engineers, and inspect malfunctioning or damaged products to determine problems. • To remain relevant in today's job field you have to be able to communicate well and serve a minimum of 3 job functions. This saves the company money and makes the department run more efficient. Accomplishments Led Windows 7 Migration, Hard drive encryption at the desktop level using experienced communication between management, departments and specialized teams. Internationally and locally. Skills Used Windows 7 Migration, Hard drive encryption. Wintech (Drive recovery) and Acronis.
Senior Desktop Support
Tronox-Stamford, CT
January 2013 to August 2013
Assist staff internationally with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software across 2 domains and 3 operating systems. Identify, isolate and repair/resolve hardware and software problems supporting 20 executives with 4 admin assistants. Specialized in supporting SAP, Cisco phones and server racks patch management. Works with vendor support contacts to resolve technical problems with desktop computing equipment and software. Utilized Top Desk to document and prioritize work. Works to purchase hardware and software contribute to technical Support documentation of resolutions, processes, and procedures. Assesses functional needs to determine specifications for purchases. Windows 7 build half by shared folders and half via sms. Video conf. Support via Crestron (Bridge and IP). Web meetings via Webex. Provide 3rd level support
Internal IT-New York, NY
August 2012 to December 2012
for the New York office - desktops Dell 6420 on Windows 7 and Thinkpad T430 on Windows 8, laptops, Blackberry PDAs, iPhones, Smart Phones, peripherals, printers, etc. NOC monitor systems patching - NY. Run Microsoft update on NOC1, NOC2, NOC3, NOC4 machines, as per standard. Provide back-up remote support for other locations assist Internal IT staff in systems management and administration generate and maintain a desktop image install software applications as needed implement security guidelines as instructed generate and maintain technical documentation. Remotely diagnose and resolve requests using remote tools. Perform new employee set-ups and migrations. Available for on-call 24x7 escalations. Technical Associate
MICHAEL C. FINA-New York, NY
January 2006 to August 2012
Provides support to 3 locations/325 users via phone, email and face to face in a PC, Terminal and Mac environment, providing support on all computer, printer and server related issues concerning the company. Ticketing done in Spiceworks and DHCP maint. • M.A.C. included wiring jacks for telephones and patches to test available lines and creating, administering accounts in active directory. Developed Asset management in PowerPoint. Completed 90% of all upgrades and builds manually on all Dell Models, Office XP - Windows 7. Completed tape backups for the UNIX server. • Multiple PDA environment, examples (Blackberry, Cingular, and Vio, I-phone, Pad). Managed through BES/Mobile Iron. Images using Alteris • Repaired and upgraded HP printers (most models) in house. Client Services Technical Associate
Microsoft-Stamford, CT
January 2011 to January 2011
Provides local and remote support Windows XP, Windows 7, Microsoft Office suite 2007/2010 with setup, configuration of traditional hardware including: servers, desktops, laptops, printers and all other peripherals Installation, configuration and troubleshooting of a wide variety of software applications. Involvement in setup, configuration, troubleshooting & maintaining Windows Server 2003/2008, Basic Sharepoint table creation. PDA config through device managed by Mobile Iron in which support blackberry, iphone, and ipad. In a Mac + PC environment • Responsible for the Medical aprox. 250 users. All technical needs setup, break fix, installations and specialized programs such as Query, SAS, Medidata
- Review.
Consultant - Help Desk Analyst / E2k Migration Team Specialist BANK OF AMERICA-New York, NY
October 2004 to January 2006
CONSULTANT
Steve George
March 2002 to January 2006
Consultant - Desktop Support/Network Admin
GUGGENHEIM MUSEUM-New York, NY
March 2004 to July 2004
Part of a 4 man support team supporting 1,000 users. Using Track-it call tracking system. • Support Mac and PC environment running on Novel Client (New hire process and termination). • Running Office 2003.Laptop, desktops and printers by Hewlett Packard. Level 1 troubleshooting on Mac. Consultant - Help Desk Support Analyst
AVON - Rye, NY
Support hardware and software Level 3 Analyst
PepsiCo-Purchase, NY
December 2003 to February 2004
December 2003 to February 2004
• Support takes in about 30 calls a day supporting 1,000 employees handling inquiries in Notes. Part of a 6 man team working 7-3 shift. • Support hardware and software Level 3 Analyst in PC & Mac environment. Logging escalation tickets in Viatil & Vantive 8.0. Imaging done in ghost • Troubleshooting printers, vpn connections, Rumba, and all standard applications in Windows 2000 - XP. Consultant - Help Desk Support
Condé Nast-New York, NY
March 2003 to October 2003
Support hardware and software for 1,300 MAC and PC users by phone and in the field using Timbuktu and LANDesk for remote access. • Provide hardware/software rollouts of printers, adds/moves, VPN, Windows and Mac OS, Blackberry, laptops and desktops. Support MS Office, XP & 2000, MS Project, Visio and Adobe Acrobat. Manage loaner hardware and software inventory • Manage ticketing system to track and service calls; Configure Notes on PC & MAC clients. Consultant - Desk Side Support
IBM CORP-Armonk, NY
February 2003 to March 2003
Support team for Ethernet roll out from token ring. Reporting the problem and retain tickets in Manage Now; Supply 3 levels of support in MS Office, XP & 2000 and level 1 support in MAC. • Key contact in workstation deployment and support, these services include problem determination and resolution consultation on hardware, software, and workstation configurations, assistance with the retrieving of workstations and peripherals along with the building cloning/imaging and deployment of the equipment.
• Key in any efforts necessary to migrate clients to new technologies and eliminate those is no longer needed. Maintaining records in Access database. Activities include communications and coordination with end-users testing, and negotiating schedules on behalf of the customer. Consultant - Help Desk Level I&II
WALT DISNEY-New York, NY
October 2002 to December 2002
Consultant - Help Desk Level I&II / LAN Support I
PEPSICO-Purchase, NY
March 2002 to October 2002
Supports 5,000 employees at Purchase location using Peregrine while following up and resolving with technician and user as well as printing team reports response time on severity levels • Creating email accounts setting up users in Novell Client for Windows 5.1; Windows NT Workstation 4.0 • Conduct project management for technicians at Purchase location, directing activities of the technicians by escalating Desktop or Mac using Peregrine Excel & Office 2000 running on Windows & XP. • During, the first week on the job, trained the back-line teams and Supervisors at Pepsi on using the program navigating the link in Java client. • Coordinating the move list from employees through facilities I received and delegated to our IT Department which was tracked throughout the week due to rollouts and special meetings trough email, voicemail and Peregrine and keeping daily, weekly and monthly records in access Novell
• NT network environments. Implementing delegating and keeping a track of these records in excel. As well as learning Blackberry and PDA installations and troubleshooting IMAC related • Issues. Creating access rights networks drives & mappings accounts upon arrival and deleting them due to termination in Netware, Novell and Active directory. Images done with ghost. • As well as doing builds & installations of Dell Laptops L400 & C600; IBM T21 & T22; Dell Potpie Desktops GX240 and software. Including but, not limited to updates of excel spreadsheets, graphs, templates macros styles. Utilizing Office 2000 package for troubleshooting inquiries, relaying instructions to the corresponding department. Checkpoint Operator
RIA-New York, NY
March 2001 to March 2002
Monitor and troubleshoot programmed scripts using Lotus, Excel, TCP/IP-Telnet, FTP and Unix in routing troubled files • Utilizing Office 2000 package for troubleshooting inquiries. As well as perform routine upgrades and installations two times a week from the office and on weekend via laptop from home. Phone & Desk side support for level 1 & 2 tickets and escalate others to oracle programmers. • Using Oracle scripts to run timely production functions from integration department on new releases from editorial. Create and update Word templates macros styles. Monitor on weekends from home through Citrix. Weekend shift operator of an IT/Production Back line team. Help Desk/Database Administration
MEDIAMARK RESEARCH INC-New York, NY
October 1999 to March 2001
Utilizing Office 2000 package for troubleshooting inquiries, relaying instructions to the corresponding department. Maintain, upgrade, and install Client Database utilizing Visual Basic 6.0 for Windows & DOS version as well as manage memory on hard drives for department keeping records in excel. • Handled various phone inquiries/problems pertaining to installation, upgrading, .of all computer programs and applications. Setting up new users. • Backup MEMRI building, producing & distribution. NT admin. (Ghost imaging) desktop applications. Load MEMRI & REPORTER UPDATES in access. Defrag systems, removing info from ZIP files building studies
Coordinate HEAT Help Desk
XP & MAC
2000 to 2000
Utilizing Heat as a ticketing system preformed level 1 support for 300+ users NY & 24 remote office users and 2nd level support for 46 Northampton users. *Record & track 500+ tickets per month. Maintenance
& reporting with DCP IT as well as paying department bills in Oracle/Java. Monitor Network performance for MS Windows2000, MS Windows XP, MS Office, MS Project, MS Visio, Adobe package. • Process request for support remote access (Global Dialer) Coordinate HEAT Help Desk system Process new hires & terms
(activate/deactivate logins, access rights networks drives & mappings). Coordinate laptop recalls in active directory. • Manage equipment warrantees, repairs, maintenance & payments. Manage laptop loaner inventory. Maintain software inventory. Coordinate and track the inventory of loaned equipment
(computer, equipment, projectors, training materials, manuals in Oracle/Excel/Access within Office 2000).
• Coordinate inter-office connectivity manage LAN application software installations coordinate & support video conferencing sessions (level 1).
Education
B.S. in Psychology and Business in Psychology and Business Virginia Union University - Richmond, VA
1995
Skills
• Help Desk
• MAC
• RSA
• Ticketing
• Production Support
• LAN
• Desktop Support
• Active Directory
• VPN
• TCP/IP
• Microsoft Windows
• Microsoft Windows Server
• DNS
• Operating Systems
• Network Support
• WAN
• DHCP
• Microsoft Exchange
• Visio
• VoIP
• Encryption
• Disaster Recovery
• Citrix
• VMWare
• System Administration
• Technical Support
• Service Center (7 years)
• Software troubleshooting
• Computer networking
• Customer service
• Communication skills
• Warehouse experience
• Computer skills
• Windows
• Help desk
• IT support
• Microsoft Office
• IT
• Operating systems
Certifications and Licenses
CompTIA A+
CompTIA Network+
CompTIA Server+
Assessments
Technical support: Customer situations — Completed September 2020
Responding to technical support situations with sensitivity Full results: Completed
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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