Software Management

GENE DZHUGOSTRAN

347-***-**** email: ab9r82@r.postjobfree.com

SUMMARY:

• Experienced in providing level 1 & 2 help desk and desktop support.

• Responsible for the day -to- day troubleshooting and resolution of hardware, software and network

connectivity issues by phone, remote access and in-person ..

• Knowledge of local and wide area networking protocols .

• Experienced in setting up wireless network, routers and printers.

• Experienced in hardware replacement and installation including the assembly of entire computer systems

depending on customer specifications for different system application and needs.

• Installation of operating systems such as Windows XP, Vista, Windows 7 and their optimization such as

hardware drivers updates and application of any necessary patches, etc.

• Experienced in software installation, monitoring, tutoring and administration.

• Installation of internet based applications.

• Used anti-malware, anti-spyware, anti-virus and internet firewall and computer security software.

CERTIFICATION: A+ Certification

TECHNICAL SKILLS:

Software:

1 MS Word 07 – 10

2 MS Excel 07 – 10

3 MS PowerPoint 07 - 10

4 Active Directory

5 View Client VM ware

6 Lotus Notes 8.5

7 Aventail

8 Citrix - GoToMyPC

9 RSA SecureID

10 BES 4 and 5,

11 Iphone/Ipad, Mobile Iron, Sync and Configuration

12 Cisco AnyConnect

13 SCCM

Operating Systems:

1 Windows XP

2 Windows 7

3 Android OS

4 IOS on mobile devices

Hardware:

Routers, LAN and WAN, Wi-Fi Networks, Motherboards, Scanners, Printers, Monitors, CPU, Memory.

PROFESSIONAL EXPERIENCE:

Lazard Ltd, New York, NY September 2012-Present

Rotating Shift Helpdesk/Desktop Support (Consultant)

• Provide professional and efficient Levels I and II technical support to employees (customers) that are

using proprietary applications as well as other client-server applications.

• Diagnose and resolve hardware and workstation configuration problems, routing calls to other support

areas as necessary, alerting management where critical.

• Support customers through telephone, remote access and/or in-person visits to the customer’s

workstation.

• Document all problems by providing a complete and accurate depiction of issues reported, and their

resolutions, into problem management system (Service Desk).

• Troubleshoot, isolate, and research problems, recommending solutions and escalating to the Desktop

Engineering group or application support teams when necessary.

• Communicate known problems and fixes to team members and other technical groups, submitting

knowledge solutions as needed, notifying management and end user communities where applicable.

• Analyze production reports and identify end user trends, making recommendations to management on

proactive course of action.

• Distribute workstation images and individual software packages to end user computers via software

distribution facility (ManageSoft).

• Occasional moving of computer equipment for office moves and new or visiting employees.

• Arrange for the procurement of replacement parts and or PCs from the appropriate hardware vendors.

• Provide out of hours support via on-call cell phone and remote access to core network when the

Helpdesk/Desktop Support and the OpsCenter is closed.

• Assist with configuration of client's equipment to connect to the corporate network and applications,

including use of corporate imaging and software deployment tools.

• Closely work with the networking team on providing user access to network resources.

• In Desktop role led and directed a team of two technicians to maximize coverage and efficiency.

• Perform hands-on fixes at the desktop level, including installing and maintaining PC hardware such as

desktops, laptops, monitors, and printers and installing and upgrading software.

Lozner & Mastropietro, Attorneys at Law, Brooklyn NY April 2005 to September 2012

Help Desk/Desktop Support (Employee)

• Provide phone and desk side support to employees with inquiries on computer issues and company

supported applications.

• Determine source of computer problems (hardware, software, user access, etc.) .

• Troubleshoot hardware, software and network connectivity issues.

• Advise individual personnel on appropriate action ether by phone, remote access or in person.

• Monitor all server hardware and software for error/failure.

• Use desktop remote software such as Go To My PC.

• Serve as a liaison between staff and the technology department to resolve server issues .

• Document resolutions for future reference.

• Install and set up of operating systems such as Windows XP, Vista and Windows 7 .

• Create and manage user accounts in Active Directory.

• Provide recommendations on the use of company applications and hardware/ software upgrades .

• Remove malware, spyware and viruses from infected computer systems

• Arrange the procurement of hardware and software components from the appropriate vendors .

• Perform other office related duties as assigned.

EDUCATION:

Bachelor of Science, Touro College, New York, NY (graduated 2008)

Currently pursuing Masters Degree in Database Administration

OTHERS: Fluent in Russian

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