Customer Service Software
Resume:
LEONID MOSENKO
Brooklyn, NY *****
E-mail: *******@*****.***
SUMMERY:
. Twelve years of experience working as Desktop Support/Help Desk
Analyst providing in-house and remote support utilizing various remote
support utilities including RDP, CITRIX Active Directory, Logmein,
etc.
. Supported Windows (NT, XP, Vista,7), on a LAN environment,
Wired/Wireless connectivity, IPAD/IPHONE/ANDROID devices. Also
supported MS Office (XP, 2007, 2010).
. Ten+ years of experience installing, configuring and break/fix
supporting PCs, Laptops, Printers, LAN/WAN/Wireless connectivity,
software.
. Two+ years setting up AV presentations, video conferences, Webinars.
SKILLS:
Operating Systems
Windows XP/Vista/7, MS-DOS 6.22, Android.
DBMS
ORACLE 8.0.4, Sybase SQL Anywhere 5.0, MYSQL
Software
Microsoft Office XP/2007/2010, Microsoft Visual Basic, Paint Shop
Pro, Google Chrome, Firefox, Adobe CS5, Norton Ghost, Symantec
Endpoint, CITRIX Active Directory, Mainframe Brokerage Processing
Services (BPS) platform, SharePoint, CASPER Remote, Bigfix.
Tools
ITSM/Intel LAN Desk/Remedy/HEAT/Support Magic 4.5 call tracking
software,
SCCM, CITRIX Active Directory, Altiris Deployment Console, Logmein.
Hardware
IPAD, IPHONE, MOTOROLA XOOM tablet, IBM compatible PC, MAC,
Printers, Network Ethernet cards, Tape Backups, Multimedia
(NVIDIA video cards, sound cards, DVD+RW, CD-ROMs/CD-R, video
capture, Audio Video,) scanners.
EXPERIENCE:
HSBC January 2013 - July 2013
Migration Specialist (Consulting)
. Surveyed client software and hardware needs.
. Contacted software team for verification of client's ability to be
migrated to Windows 7.
. Imaged computers for verified clients' via PXE boot.
. Installed additional software as per request.
. Performed backup of clients' user states and then restore their data
onto the new laptops/pc's.
. Provided post migration support to all clients' via e-
mail/BlackBerry/CISCO Soft phone.
. Taken possession of Global Support Requests (GSR) for hardware
upgrades.
. Contacted hardware vendors in order to get replacement parts and to
request service calls.
. Created documentation for migration and imaging procedures.
. Provided desk side support.
. Performed migration and post support on the trading floor.
Li & Fung USA September 2012 - January 2013
Desktop Support level 2&3 (Consulting)
. Dispatch team leader for the LF Virus Response Team.
. Provided Desk side and telephone based customer service technical
support.
. Logged all support calls into Manage Engine call tracking and resolve
issues on site.
. Took possession of tickets from start to completion.
. Assisted client with resetting their user credentials via CITRIX
Active Directory.
. Created new client credentials in Active Directory.
. Configured Cisco VoIP Phones.
. Utilized BigFix in order to deploy software and system patches.
. Built New PC's for new hires using standardized image via PXE, USB, CD
media.
. Installed and configure applications via the Altiris Deployment
console and in person.
. Connected clients to network printers.
. Deployed network printers and software packages via CASPER Remote to
MAC's.
. Performed weekly backup tape rotation.
. Systems installation: Windows XP/7.
. Software installation: MS Office 2010, Adobe Acrobat CS5, CASPER
Remote, etc,.
. Supported and trained clients on how to use mobile devices (IPAD,
IPHONE, ANDROID, and BLACKBERRY.)
. Assisted users with MS Word/Excel to format their documents.
. Interacted with VP's on day-to-day bases.
. Provided support for Web seminars.
. Setup video conferences and AV presentations.
. Remotely supported users' desktops via the Remote Desktop and the
Deployment Console.
. Supported at least 2000+ users.
. Support breakdown: 60% on site break fix, 20% RDP, and 10% e-mail, 10%
phone.
1199 SEIU April 2012 - August 2012
Desk Support level 2&3 (Consulting)
. Provided Desk side and telephone based customer service technical
support.
. Logged all support calls into ITSM call tracking and resolved issues
on site.
. Assisted clients with resetting their credentials via Active
Directory.
. Provided desk side support to end users, including support for PC,
laptops and some Mac's.
. Performed new hire creation and terminations in companywide systems.
. Built New PC's for new hires using standardized image.
. Installed and configure applications via the Altiris Deployment
console and in person.
. Connected clients to network printers.
. Provide general desktop and Microsoft Office support.
. Systems installation: Windows XP/7.
. Software installation: MS Office 2010, Cactus 3.0.10.35, Adobe Acrobat
Co., etc.
. Utilized PXE server in order to deploy Windows 7 to multiple PC's.
. Deployed Windows XP in a lab environment to multiple PC's via a
network share accessible by means of a Boot CD.
. Provided support for Web seminars.
. Setup video conferences and AV presentations.
. Remotely accessed clients' desktops via the Remote Desktop and the
CITRIX Deployment Console in order to troubleshot, install new
software, map them to network drives, connect to shared printer,
backup and restore their PST file.
. Supported at least 2000 users.
. Support breakdown: 60% on site break fix, 20% RDP, and 10% e-mail, 10%
phone.
. Assisted users with MS Word/Excel to format their documents.
. Interacted with VP's on day-to-day bases.
Broadridge (Ridge Clearing Inc.,) NJ February 2011 -
December 2011
Help Desk - Level 1 & 2 (Consulting)
. Provide telephone, e-mail and Web-based customer service.
. Log all support calls into REMEDY call tracking system and escalated
to appropriate groups.
. Took possession of tickets from start to completion.
. Assisted in resetting clients' passwords, unlocking user account via
CITRIX and Brokerage Processing System (BPS) platform terminal
session.
. Provided desktop support to end users, including support for PC,
Lenovo laptop and some Mac desktop hardware.
. Provided support for Broadridge trade floor.
. Performed new hire user id creation and user terminations in
companywide systems.
. Built New PC's for new hires using standardized image.
. Setup video presentation, video conferences.
. Performed new equipment deployment and assets relocation.
. Software installation: MS Office 2007, Adobe Photo Shop Co., Adobe
Acrobat Co., etc.
. OS installation: Windows XP Pro/7.
. Assisted users to connect to local network shared printers.
. Remotely accessed users' desktops via the Remote Desktop and the
Microsoft Systems Configuration Manager 2007 in order to troubleshot,
install new software, map them to network drives, connect to shared
printer, backup and restore their PST file.
. Supported at least 1000+ users in Ridge Clearing, Journal Square
offices
. Support breakdown: 60% phone, 15% break fix, 20% Remedy tickets, and
5% e-mail.
. Assisted users with MS Word/Excel to format their documents.
. Answered questions about using MS Office.
. Configured IPHONE, IPAD, Android devices to connect to the corp. Wi-fi
network.
. Installed mobile productivity software and service pack updates on
IPHONE, IPAD, Android devices.
. Trained management on uses of mobile devices such as IPHONE, IPAD,
Android tablets.
ICC MAX Inc., September 2010 -
February 2011
DELL Field Tech (Part-Time)
. Install and configure applications.
. Configure LAN connections to network printers.
. Provide general desktop and Microsoft Office XP, Windows XP support.
. Software installation: MS Office XP Pro, Adobe Photo Shop Co.,
. Adobe Acrobat Co.
. Re-imaged DELL laptops/ Desktops.
. Performed asset tagging and POD recoding activities.
China Guangzhou US Chamber of Commerce, China November 2007
- April 2010
Tech Lead (Full-Time)
. Provided Software installation: MS Office XP Pro, Adobe Photo Shop
Co., Adobe, Acrobat Co.
. Customer service support of systems installation: Windows XP
Pro/Vista.
. Installed several types of hardware: Desktop PC/Laptops, Printers,
Network, Ethernet cards, CD-ROMs, scanners.
. Recruited and led small team of 3 team member.
. Created and implemented research projects for future imports and
investment into foreign markets.
John Wiley, Inc, NJ February 2006 -
August 2007
PC Technician/Help Desk Support Specialist - Level 1 & 2 (Full-Time)
. Provide telephone and Web-based customer service and technical
support.
. Log all support calls into HEAT call tracking and resolve issue or
dispatch technicians as needed. Assisted in resetting user passwords.
Install and configure applications. Configure LAN connections to
network printers. Provide general desktop and Microsoft Office
support.
. Software installation: MS Office XP Pro, Adobe Photo Shop Co., Adobe
Acrobat Co., etc.
. Systems installation: Windows XP Pro/Vista.
. Transferred Lotus Notes e-mail database to Microsoft Office Outlook.
. Assist with maintaining inventory of hardware and software.
. Supported at least 1000 users in John Wiley, Hoboken offices.
. Installed mobile applications on Blackberry devices and trained the
clients on their use.
. Configured Blackberry devices to connect to corp.
. Setup video conferences for corporate meetings and presentations.
. Created how to instructions for end users.
OIRA - College of Staten Island January 2005 -
February 2006
IT-Help Desk
. Provide telephone and Web-based customer service and technical
support.
. Log all support calls and resolve issue or dispatch to the appropriate
area
for resolution. Reset user passwords. Install and configure
applications.
Configure LAN connections. Train employees on new applications.
Provide general desktop and Microsoft Office support.
. Software installation: MS Office XP Pro, Netscape 7.0, Adobe Photo
Shop Co., Adobe Acrobat Co.
. Systems installation: Windows XP Pro.
. Hardware installation: Printers, Network Ethernet cards, Tape Backups,
CD-ROMs, scanners.
. Collected and inputted information into Excel spreadsheets, Access
applications for Students and Faculty records, for computerized
surveys, and submitted results to the College administration.
GAME FORGE ARENA Cyber Dine Inc., September 2001 - November
2004
Desktop Support Specialist
. Rolled out and setup Desktop PC's, setup and configure cash register
workstation for customers; configured systems, ensured network
connectivity.
. Provided ongoing support for 20 computers.
. Setup automatic backup and imaging of hard drives using Norton Ghost
and Power Quest.
. Setup UPS power systems which lasted through the blackout.
. Provided group lessons (Intro to Computing and Internet Browsing,)
Introduction to MS Office.
. Wrote training manuals and system documentation.
SMTI Inc., VA January 1998
- June 2001
Desktop Support Specialist
. Desk Top Support and Set-up of PC's & workstations. Repaired hardware
and software problems.
. Wrote central helpdesk manual (Process Control Manual) .
. Performed weekly and monthly statistical analysis/metrics of helpdesk
activity.
. Set up workstations and laptops for new employees; configured systems,
ensured network connectivity, and installed and tested hardware and
software.
. Created client interface using Visual Basic.
. Systems installation: Windows NT/2K, Windows 95/98, MS-DOS 6.22 .
. Software installation: C++, PowerBuilder, Perl, Visual Basic, MS
Office 97, Corel WordPerfect Suite 8, Netscape Navigator 7 and MS
Visual Studio.
. Hardware installation: Printers, modems, Network Ethernet cards, Tape
Backups, sound cards, video cards, CD-ROMs, scanners.
. Provided telephone support to end users of Windows NT 4.0 and 9X
workstations, MS Office.
. Collected and inputted information into Excel spreadsheets, Access
applications for Customer Service records, for computer hardware and
software asset tracking, for tracking client calls and reported
software problems.
. Performed training of end users.
EDUCATION:
College of Staten Island, Staten Island, NY
B.S. degree in Business Economics completed November 2011
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