Desktop Support Specialist

Melvin Ortiz

**** ********* ****** *****, ** ****1 914-***-**** ******.*****@*****.***

PROFILE

Technical Professional with 15 years of IT experience in Desktop Support, Networking, LAN/WAN, and Enterprise

Application Integration for hardware/software products. Quickly adaptable and able to multitask in the changing technical

and Managerial atmospheres that are common in today's marketplace.

OPERATING SYSTEM AND SOFTWARE SKILLS

• Windows NT/2000/9X/2000/XP/7 Enterprise

• Active Directory

• Print Servers

• Windows Deployment Services

• Wireless technologies

• Apple OS X 10.2.x/9.2.x

• Microsoft Office 2010

• Adobe Photoshop • Acrobat

• Mcafee Antivirus/ Symantec Endpoint

• Desktop Machines - Dell, HP, Lenovo, Compaq

• Laptop Machines – Apple iBook, Apple PowerBook, Dell Latitude, Inspiron, IBM Thinkpads, HP Thin

Client workstations and laptops

• Basic LAN network TCP/IP, DNS, switches, hubs, routers,

• Blackberry, IPhone, Android

• Data Back-Up • Anti-Virus Software

• Remote Applications (MS RDP, VNC, Altirus) etc

• Remedy, Magic Ticketing Systems

• Altirus Server-imaging-deployment

• Citrix Xen App Cisco VPN

• Goto Meeting, Webex

• iMac Coordinator

• Project Coordinator

PROFESSTIONAL EXPERINCE

Health Care Navigator, White Plains, NY 5/2012 – Present

Lead Corporate Support Specialist

• Evaluate documented resolutions

and analyze trends for ways to

prevent future problems.

• Assure that all computer

equipment adheres to HIPPA

compliance

• Alert management to emerging

trends in incidents.

• Assist in software releases and

roll-outs according to Change

Management procedures and best

practices.

• Manage team of 3 Analysts; day

to day assignment of tasks.

• Project Coordinator for all mass

roll outs including new HP

desktops, laptops, Wall Kiosks

and Thin Client

workstations\laptops configured

with Windows 7.

• Create Windows 7 / 8. Image

builds for installation and

deployment utilizing WDS

Server

• Support end users nationally

consisting of 50 off site locations

and 4,000 end users in Citrix Xen

App environment.

• Assisting in providing Level 1

support when request volumes are

high.

• Act as an escalation point for

advanced or difficult help

requests.

• Build rapport with support

customers.

• Escalate problems (when

required) to IT Managers.

• Record, track and document the

support request problem-solving

process, including all successful

and unsuccessful decisions made,

and actions taken, through to final

resolution.

• Apply diagnostic utilities to aid in

troubleshooting.

• Access software updates, drivers,

knowledge bases, and FAQ

resources on the Internet/Intranet

to aid in problem resolution.

• Perform hands-on fixes at the

desktop level, including installing

and upgrading software, installing

hardware, implementing file

backups, and configuring systems

and applications.

• Perform preventative

maintenance, including checking

and cleaning of servers.

• Test fixes to ensure problem has

been adequately resolved.

• Perform post-resolution follow

ups with Level 1 technicians as

required.

• Develop help sheets and FAQ lists

for end users.

• Reinforce SLAs to manage end-

user expectations.

Girl Scouts USA, New York, NY 8/2007 – 5/2012

Consultant

Set up new staff with computers, active directory accounts, email accounts, and providing new user orientation

•

while adding new machines to the AD.

Create new PBX accounts via ACD for all NEC phones, including physical punch downs.

•

Configuring Citrix applications (Great Plains, Raisers Edge).

•

MS Office 2007, Outlook, and Entourage email (for Macs).

•

Utilize Altiris server for remote access, imaging, and delivery of software packages and Windows updates.

•

Providing all IBM hardware configuration and repairs for desktops and laptops.

•

Provide desktop support to all users, via the phone/deskside obtaining job tickets from Magic ticketing system.

•

Support to all Blackberry\Iphone\ipad users.

•

Train employees for any equipment refresh, including new software packages installed on laptops, desktops.

•

Support for telephone and/or video conferencing via GoTo Meeting/Webinar, Genesys meeting center and Arkadin

•

utilizing Crestron Audio\video equipment through polycom\PBX system.

Consultant Various project work 10/02 – 5/07

Blue Sky Studios, Inc. (Fox Filmed Entertainment), White Plains, NY 7/1999 – 2/2002

Systems Administrator\Desktop Support Specialist

Implemented and administered in-house NT network (NT 4.0), creating and adding new user accounts and

•

patched new computers into network access and adding phone extensions to company phone system

Performed automated and manual as-needed backups/restorations utilizing Veritas software

•

Held responsibility for troubleshooting and repair of desktops, laptops, and servers as well as desktop support for

•

Mac computers running OS 9.0, 9.1

Installed and configured both hardware and software on all product and model types

•

Maintained databases of service calls utilizing Heat-based software for help desk

•

Assisted in a variety of critical functions, including all hardware and software issues, operational training, and Unix

•

support

EDUCATION

Long Island University, Brooklyn, NY

Certification in PC and Printer Repair, Networking, Micro-channel and Industry Standard Architecture

Brainbench Computer Technical Support Specialist (2006) • DCSE Dell Certified Systems Expert –

Desktops, Latitude-Inspiron Laptops, True-Mobile Wireless Devices (2006) • Xincon Technologies, Unix

System Administration (2002) • CompTIA A+ Certified Professional • Netcom Technical Services –

PC/LAN Technician Training Program.

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