Desktop Support Active Directory

Summary: Skilled and dedicated PC/ MAC Desktop Support Analyst with 8 year’s relevant experience

Operating Systems: Installed/Configured Windows XP, Windows 2003 Server, Windows Vista, Windows 7, Mac O.S 10.6 Snow Leopard, Mac O.S.10.7 Lion, Mac O.S. 8 Mountain Lion, Mac O.S 10.9 Maverick, Mac O.S.X Yosemite

Hardware: Connected/Troubleshoot Hubs, Laptops & Workstations (HP, Dell, IBM, Apple) Mac Pro Xserve blade, Mac Pro Intel/ G5 Tower, Mac Book Pro, Mac Book Pro Retina, Mac Air, IMAC 27”, IMAC 24” Network Printers, I Pad 2, MIRC Printers, Ithaca Printers, Mag-Tek Mini Wedge Card Readers, Mag-Tek Intelli PIN Debit PIN Pads, and Panini Vision scanners, Bloomberg keyboards, KVM, Set up Fax machines, IBook, Installed, Trade floor PC moves, RJ 47 cable installation/ Dell OptiPlex, 990, 9010,9020 Series, Dell 6320, 6430, 64630s, 7240,7440,6230,XPS Series

Software: Active Directory, Crash Plan Lync, S2 Security, Backup exec, Avaya Phone, Spice works, SAP, Casper Suite (Remote, Recon, Imaging), Reaction Ticketing System, Ghost Imaging/ Installed/Updated McAfee, Norton, Sophos Anti-Virus, Created, Invoice Inventory Spreadsheets and Power point presentations using Microsoft Office Suite 2003, 2011 (Word, Excel, Access, PowerPoint), Acrobat 4.0, RSNET data system, LSI data system and MWDE Data system, Photoshop CS3-CS5, Parallels Virtual Desktop, Bomgar remote desktop support, File wave, Join.me, WebEx, GoToMeeting, Service-Now, Lync, Dell Encryption DDPE

Networks/Protocols: Helpdesk Level 1 & II Support. Installed/Configured/Troubleshoot Remote connectivity LAN/WAN, TCP/IP, DNS, DHCP, Active Directory (Users, Privileges, Group Policy) Create, Delete account(s) / Disconnects, Reconnects, Configured Wireless Routers, Installed/Configured Network Cards, Network Printers

Certification:

Macintosh Certified Service Technician 10/2010

CompTIA A+ Certified - IT Technician 8/2009

CompTIA Network + Certified (2009 Edition) 03/2010

Microsoft Office Suite Certified (Microsoft Word, Excel, Power Point, Visio) 2003 & 2007

Lexmark Printer Certified (C/E/T/W Series printers)

Education:

State University of New York – B.E.O.C Brooklyn, NY

Certificate in Computer Networking Technology, 1/2010

Certificate for Academic Achievement,

Thomas Edison State College Trenton, NJ

Major: Applied Science and Technology Degree 2008-2010

Wingate High School Brooklyn, NY

High School Diploma 6/1999

Experience:

BAE Systems Applied Intelligence New York, NY

Desktop Support Engineer 7/2015-Present

Sole IT Desktop Support Engineer for Business Senior Executive Management

Travel both Domestically and Internationally supporting company site branch offices

Remote support to users Domestically/ Globally

Executive / Staff Pc /MacBook Pro /Thin Client Support

Citrix Environment Support

Active Directory Administration

Sophos Account administration

Mobile Iron Administration /BYOD and Cobo Smart Phone Account set up/Troubleshoot

RSA account Administration

AT&T Premier Account Administration / Smart account/ Phone set up

Multiple Migration Projects / Travel

Support multiple users on three network

Server Rack/Switch/ Router Installation

Server hardware Maintenance

Access Point Installation

Network Printer Installation

Network Cable/ Patch to Switch Installation/Wall patching

Conference Room VC equipment Installation/ Maintenance /Wiring /Patching

Support Works Ticketing System / Foot Prints Ticketing System

Altiris Imaging Service

Palo Alto VPN Installation/Troubleshoot Pc / Mac

New Hire Onboarding account/ hardware set up/ Exiting staff

Univision Communications Inc. New York, NY

Desktop Support Analyst II 8/2014/-4/2015

Providing Level II daily Technical Support to 3,000 + End Users

Active Directory Administration/ DHCP Network Printer Reservation

Heavy Application Desk Side, Remote Installation/ troubleshooting of Windows 7/ Mac OS X,

(MS Office 2007/2010/ Mac Office Suite, Adobe Suite)VPN (Juniper, Junos)

PC/MAC imaging / Dell Data Back Up, Migration of Dell OptiPlex, 990, 9010,9020 Series, Dell 6320, 6430, 64630s, 7240,7440,6230,XPS Series

Dell Encryption Data restoration

Windows Server 2003 / 2008 Print server network printer troubleshoot

Desk Side/ Remote Network Computers, Printer(s) connectivity setup/ troubleshoot

On call Support to SVP, EVP and their assistant(s) Executive support

Inventory Tracking/ Creating/ Warranty Research

Apple IPad, IPhone, BlackBerry Phone Exchange set up, Sync/Network connectivity troubleshoot

Web browser troubleshoot, Firefox, Chrome, Internet Explorer, Safari/WebEx, GoToMeeting, Lync

Service-Now Ticket system

Travel to remote corporate sites

Bomgar, /Dameware,/ Filewave,/ Join.me/.Log Me Remote Support

New User Hardware /AD Account Set up

Hebrew Home of Riverdale Bronx, NY

Level I Desktop & II Support/ Contract 5/2013- 1/2014

Providing Daily Technical / remote desktop support to 1,000 End Users

Helpdesk Level I & II Desktop Support

Active Directory - User Account Administration (Applying group policy, reset user pswd)

Dame ware User Account Administration

Symantec End point remote deployment

Windows Image Creation / System imaging of HP, Acer Desktop / Laptop(s)

Heavy Windows Application remote support (MS Office Suite 2003, 2007, 2010 Edition)

Inventory Excel Spreadsheet creation / tracking

Windows XP to Windows 7 Data Migration

Conference room presentation setup

Track it Ticketing System Utilization

Creating documentation of ticket resolution

Deployment / Configuration of network printers

TCP/IP Wireless Connection troubleshoot

Excel Spreadsheet Inventory creation / tracking

Remote Access (VPN Terminal Services) Wi-Fi set up

Ogilvy & Mather New York, NY

PC/MAC Hardware 2/2011- 3/2013

Providing daily Hardware Technical support for two thousand End Users. (2,000)

Performed Data Migration on Windows XP/Windows 7/Mac O.S X, Mac O.S. Lion

Helpdesk Level 1 Support – Citrix SAP – Inventory /Conference room set up

Casper Suite (Casper Remote, Casper Recon, Casper Imaging), Ghost Imaging

Inventory Excel Spreadsheet update/ Inventory Parts and warranty research

End User Mac O.S. X/ Mac O.S. Lion/ Microsoft Windows XP, Windows 7 configuration setup

Install and Configured network printers

Performed Break/Fix/ Installation, Logic Board, keyboard, Mouse pad, Ram, Fan, Palm rest, 24Inch – 27Inch Mac Monitor display(s), L.C.D Display, Usb Power All in one cable, Graphic Card, HDD(s) / Disassembly /Assembly of Pc Lenovo T400, T410, T420, X60, X61 units, -Mac Tower, IMac 24Inch IMac 27Inch, Mac Book Pro 13Inch, Mac Book Pro 15Inch, Mac Air 13Inch, Mac Air 11Inch, Mac Book Pro Retina 13Inch - 15 Inch

ASI System Integration/

NY Department of Education New York, NY

PC/Mac/Printer Field Desktop Support Technician 8/2010-2/2011

Break/Fix Repair/Maintenance/Troubling shooting

PC/Mac/Servers/Laptop - Dell, HP, Mac Pro, IMac, Xserve blade

Printers- Lexmark- C/E/T/W Series

Ghost Imaging/ Data Backup/ Ticket resolution /Parts Ordering

System Administration- Network Hardware/Routers/Switches/Wireless network

1,400 unit deployment, installed HP Desktop units at District Attorney Office of New York City

Reference Available Upon Request

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