Microsoft Office Support
Resume:
STEVE RAWSON
Staten Island, NY
*********@*****.***
Professional Profile
* Experienced professional with extensive work history in diverse careers.
* Eleven years of high-level IT support for major corporate clients.
* Excellent client service skills in a corporate environment.
* Proven record of hard work and acquiring new technical skills quickly.
* Military veteran.
Technical Skills
* Extensive experience in technical support for corporate clients, with remote and deskside support.
* Direct executive support.
* Experience managing Helpdesk ticketing systems and asset database for large client bases.
* Proficiency in supporting all current Microsoft Windows platforms and Microsoft Office packages.
* Extensive Active Directory administration.
* Microsoft Exchange/Outlook email support.
* Setup and management of audio/visual equipment for meetings.
* Mobile device configuration.
* Setup and management of Avaya and Cisco telephony equipment.
* Operating system migration and PC refresh projects, involving thousands of end-users.
Professional Experience
IT Support Technician: 2010-2017
* Corporate Client (current assignment)-Desktop support technician for global company. Microsoft Windows 7 and Windows 10 environment. Microsoft Office 365. Direct support to all executives. Extensive Active Directory support. Configuration of new iPhone 7 for deployment to users. Regular support of visiting executives. Daily setup and support of executive-level meetings and presentations. Currently migrating all remaining Windows 7 PC’s to Windows 10 with Microsoft Deployment Toolkit. Remedy ticketing system.
* Macmillan Learning-Microsoft Windows 10 OS migration and Lenovo ThinkPad T460s laptop refresh project for over 1500 users. Configured Google Dropbox for user data. Microsoft Office 2013.
* Citizen Relations-public relations firm. Sole onsite technician for their Madison Ave. office.
* United Nations-member of the Global Help Desk for UNICEF. Providing issue resolution for all local and international offices through phone and remote support, and escalation to proper departments. HP Service Manager ticketing system. TeamViewer remote support tool. Windows 8.1 environment.
* Prudential Investment Management-desktop support technician for a large real estate investment group. Sole onsite technician for a two-building site, remote support for other locations through Bomgar and Remote Desktop. Remedy ticketing system. Active Directory support-password resets, unlocking accounts, etc. Application support included Microsoft Office 2010 and 2013. Browser support for IE, Firefox and Chrome. Virtual Desktop environment. VPN authentication for client's laptops. Configured and serviced mobile devices (BlackBerry and iPhone.) Procurement, configuration and installation of new IT equipment, and decommissioning, disposal and shipping of old equipment. Maintained asset management database.
*AIG-multinational insurance corporation. Windows 7 migration and laptop PC refresh project under Microsoft supervision. Project involves imaging, encrypting and deploying thousands of PC’s, with post-deployment issue resolution.
* Michael Kors-global apparel company. Lotus Notes to Microsoft Outlook 2013 migration for over 4,600 users in a PC and Mac environment, including resolution of all post-migration issues through phone, email, remote and deskside support. Mobile device synchronization- iPhone, Android, BlackBerry. Enabled users in Exchange server and Blackberry Enterprise Server. Worked in LANDesk ticketing system. Support involved all U.S. and international offices.
* Aon Hewitt-Windows 7 migration and laptop PC refresh project under Microsoft supervision.
* Morgan Stanley Smith Barney-member of Wealth Management Technology group, participating in company-wide Windows 7 migration project involving OS migration for PC’s in all U.S. branches using iBuild remote migration software. Post-migration support includes remotely resolving any issues reported by users. Manage incident tickets in SeviceNow ticketing system. Work performed in Citrix XenDesktop environment. Some command line scripting. Extensive pre-migration testing and post-migration reports.
* Yahoo-laptop refresh project, deploying new Lenovo and Apple laptops to clients, with imaging, user data migration and asset management tracking. Project included extensive travel.
* CIT-large-scale Windows 7 migration project, transferring the client’s OS from Windows XP to Windows 7, installing Office 2010, loading financial business unit and custom user applications with Altiris deployment software, testing for application compatibility, backing up and restoring all user data, copying all hard drive information with Symantec Ghost, and upgrading RAM and hard drives. Assisted in maintaining project database. Helped install and de-install migration servers at client sites. Project involved substantial travel.
* Union Bank of Switzerland-major PC deployment, involving imaging, user data migration, application loading and data erasure of legacy hard drives. Project involved installing over 14,000 PC’s and laptops in all UBS offices throughout the US. Machines were in a variety of platforms, images and peripherals, requiring specialized installation and support. Installation included testing for network connectivity, client file transfer, application integrity and correction of any migration errors. Contributed to detailed database on machine status, process and completion. Migrated OS from Windows XP to Windows 7 using SCCM, with user data transfer, application loading and compatibility testing
* Barclays Capital-assigned to the international investment bank as a Help Desk/desktop support technician, providing problem management and resolution for incoming incident tickets at their New York headquarters, including multiple trading floors. Tracked and closed tickets in Request ticket tracking system. Maintained asset management database. Provided technical assistance to clients through phone, email and onsite support. Installed new PC’s and peripheral devices and provided internal hardware upgrade and repair. Provided mobile device support. Performed PC upgrades and reimaging at multi-floor Business Continuity/Disaster Recovery sites.
* The Blackstone Group-private equity firm. Relocated all their executive floors in their New York headquarters without any interruption in business activity. Disconnected and reconnected all PC and peripheral equipment, with post-move diagnostic checks. Configured and deployed IP phones.
* Financial Industry Regulatory Authority (FINRA)-a branch of the New York Stock Exchange. Provided desktop support, equipment deployment and configuration, PC imaging, application deployment and mobile device support. Assisted in company-wide deployment of laptops after hard drive encryption and application loading.
* BNP Paribas-global banking firm. Configured and deployed Avaya IP phones.
* Citigroup-imaged, loaded business applications, set internal configurations and prepared for shipping new PC’s for all branches in U.S.
Supervisor-New York Building Industry: 1995-2010
* Extensive experience supervising major building projects throughout New York. Excellent work reputation for completing projects within time and budget projections.
* Demonstrated ability to work and excel in a fast-paced, deadline-driven environment under challenging conditions. Consistently met and exceeded work goals set by my employers.
IT Support Technician: 1991-1995
* Employed by MPL Systems, an IT solutions company. Provided desktop and network support for J.P. Morgan, Goldman Sachs, Salomon Brothers, Merrill Lynch, Union Bank of Switzerland and other high-level corporate clients.
Carpenter and Mason Assistant-New York Building Industry: 1983-1991
* Employed by Olympia & York, an international property development firm. Worked on major building projects in New York, including the World Financial Center. Consistently recognized for superior work ethic, dedication and productivity.
Electronic Communications-U.S. Military: 1980-1983
* Responsible for the installation, configuration, maintenance and repair of all electronic communications equipment for my company.
* Had complete responsibility for the technical and administrative operation of the communications department at my last duty post. Supervised junior personnel as to the successful completion of their duties.
* Received commendations for the performance of both my technical and military duties. Advanced in rank quickly. Awarded the Army Service Ribbon and Overseas Service Ribbon. Held high security clearance.
Education
Independent Technical Coursework
2010-Present
Data Communications
DeVry Technical Institute-1991
Dean’s List
Electronic Communications
Military Technical School-1980
Graduated with honors
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