Customer Service Desktop Support

Joseph Pascual

**************@*******.*** https://www.linkedin.com/in/joseph-pascual-7520547a 917-***-**** Jersey City, NJ 07302

Technical Support Help Desk Technician Analytical Troubleshooter

Accomplished information technology professional with a distinguished career specializing in desktop software and hardware support. Leverages Integrity, communication, problem solving and teamwork to seamlessly, proactively and quickly resolve IT issues and escalated client concerns. Background includes driving the successful conversion and upgrade of operating systems and software. Visionary technologist and strategist armed with comprehensive experience utilizing an organized approach to tasks and an analytical approach to problem solving. Astute communicator with a deep commitment for building strong relationships at all levels and adhering to the highest standards of service management. Notable mentions:

Over 8 years of experience on first level support desk at UBS Financial Services and combined experience of over 25 years, spanning helpdesk support, PC upgrades, and daily backup of network server.

Hands-on expertise in troubleshooting PC hardware and software malfunctions. Expert knowledge in Microsoft Office Suite of products.

Expert in working within a client-oriented service center, leveraging solid knowledge of cross-platform hardware and software, leveraging a unique overall perspective and advantages in problem solving.

Core Competencies

Hardware & Systems Set Up

Cloud Computing

IT Systems Support

Client Helpdesk Support

Network Administration

Troubleshooting

Problem/Issue Resolution

Reporting & Documentation

Helpdesk Operations/Ticketing

Configurations & Setup

Systems Administration

Data Backup

Migration & Recovery

Virus & Spyware Removal

Customer Service

Professional Experience

Desktop Support IT Resource Feb. 2017 – Present

TEKsystem

Desktop Support IT resources contract with The National Grid/IBM.

•Desktop Support IT refresh deployment upgrade from Windows XP to Windows 7 plus MS Office Suite package from 2003 to 2010.

•Imaged Lenovo desktops and laptops with O.S Windows 7.

•SCCM (Microsoft System Center Configuration Manager) experienced on Win7 O.S platforms according to end user’s group policy, job functionalities, departmental access and entitlements.

•Work with CSC (Computer Science Corp) team on testing and running packaged programs installation. Support Med-V (Microsoft Enterprise Desktop Virtualization) enables the deployment and management of Virtual PC images throughout an enterprise with Windows XP in Windows 7 O.S environment.

•Supported various call center legacy application such as CSS (Customer Service System) CFE (Customer Front End), Advantex, Variant and web base Citrix virtual software.

•Managed and update the Active Directory System with end user’s department & network access, group policy, job functionalities.

•Staging & QA’ing Desktops and Laptops from the Built Center according to Work Order list before deployment to various locations and offices throughout the Downstate area.

•Traveling Downstate area, Desktop Support IT resource at Brooklyn National Grid 1 Metro-Tech building, Green Point & Pitkin Ave, Brooklyn, Jamaica, Queens, Hicksville, Long Island and Staten Island, NY.

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•Retrieval of all old Windows XP workstation desktops and laptops for legal hold, inventory stock count and shipping that were replaced with upgraded M900 and T460 series with new Windows 7 O.S units(desktops and laptops)

•Troubleshoot Hardware & Software on Lenovo Desktops and ThinkPad laptops plus installations of memory Ram on both workstations and laptops.

Level 2 Desktop Support Aug. 2016 – Oct. 2016

TEKsystem

L2 Desktop Support IT Coordinator contract with RSM US LLP.

Provided 2nd level IT support via escalation ticket system. Handled\managed ticketing system queue according to level status (L5, L4, L3 Regional. L3 is High Priority) assigned to I.T colleagues\Depts.

Imaged Lenovo laptops (T430s, T440s, T450s, and Yoga 12, 260 & 460 & X1 Carbon) with several OS (Win7, Win8, and Win10) w\ various platforms (Audit, Assurance, Basic, Consultant, Gen., Successor and Tax).

SCCM (Microsoft System Center Configuration Manager) experienced on various O.S platforms (Win7, 8 and 10) according to end user’s job functionalities, departmental access and entitlements.

Managed and update the Active Directory System with end user’s department & network access, group policy, job functionalities and the Virtual Depot system involving end users devices, components, locations (iPads, laptops, dept. regional locations and the IT agent who handled the profile)

Prepared Windows 8 OS imaged basic platform loaner laptops for Successor Audits Caseware reviewing with no internet nor network access, all ports to any external devices closed & disabled.

Provided desktop side support to 4 floors in the building, remote support to end users on 2013 Microsoft Office Suite, Cisco Anywhere Connect, Cisco Jabber, VPN remote, Phones and Printers.

Troubleshoot Hardware & Software on iPads\iPhones, Android Mobile-Iron Lenovo ThinkPad laptops, Maintenance repair\replace damaged LCD screens, keyboards, hard drives and motherboards.

Worked directly w\ Lenovo vendor on ordering their laptop componence & parts or scheduling their approved authorized technician to visit us onsite, address repairs on newest\latest model laptops due to warranty policies.

Daily Managed master log database inventory on all desktop monitors, Portable monitors (loaners\permanent), Loaner Laptops, wired Plantronics headset, Bluetooth earpieces, Verizon MiFi, Laptop lockers, Accessory Power cord, external keyboards and mice, Encrypted USB flash drives, External CD\DVD Rohm.

Moved\Relocated end users equipment (laptops, monitors, keyboards mice, any cabling, power supply, etc.) to different desks, offices or floors throughout the building.

Weekly design MS Excel reports of my handled job duties, projects, assessments, functionalities, end user’s I contacted or contacted me that I helped, department colleagues’ activities (end users, hardware\software, projects, etc.).

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First Level Tech Support Dec. 2007 – March 2016

UBS Financial Services Inc.

Served as member of the DTP support team, charged with converting 1,000 users covering 6 branches from Windows XP to Windows 7. Proactively supported CSRs with updated troubleshooting techniques. Acted as Subject Matter Expert (SME) on Thomson One market data issues in ConsultWorks.

Fielded an average of 50 Home Office and Branch tech support calls daily, including Voice, Hardware, and Application Support.

Facilitated with Windows XP and 7/Office 2003, 2007 and 2010 rollouts and upgrades, ensuring seamless transition with no loss to productivity.

Maintained an overall average tech score of 98%, and a soft skills score of 97%.

Scheduled appointments with and instructed clients on loading VMware Mobile platform financial analytical tools and Citrix clients on home PCs and MACs.

Acknowledging and recognized by colleagues for delivering an exceptional client experience while maintaining firm's vision and key service principles.

Recipient of Manager on the Spot Awards for ownership and recognition.

Helpdesk Representative Oct. 2003 – March 2007

PR Newswire

Provided technical support to clients, vendors and internal staff, liaising between business units, IT staff and vendors. Conducted User Acceptance Testing (UAT) of product enhancements. Supported the creation and implementation of training programs to facilitate end-user experience.

Identified root cause of system outages, created a temporary solution and participated in the creation of permanent solutions.

Provided monthly reports on staff and website activity and assisted product managers in identifying future user needs.

Facilitated launch of Helpdesk Department in collaboration with management and steered the creation and implantation of training programs to train both staff and end-users.

Supported development projects on MIP Integration, Search Engine Visibility, ProfNet Profiles, NewsPrompt, Access Reports, MediaRoom, NewsDesk, Corporate ISP Switch and all PRN Direct enhancement projects.

Managed incoming telephone and email requests for technical support.

Identified, researched and resolved technical problems by interviewing users to collect information about problem and leading them through diagnostic procedures to determine source of error.

Determined whether problem is caused by software or hardware and managed problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.

Logged and tracked calls using problem management database, and maintained history records and related problem documentation.

Analyzed and evaluated incident reports and made recommendations to reduce helpline incident rate.

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List Maintenance Operator April 1997 – Oct. 2003

PR Newswire

Maintained new and existing client distribution lists and provided customer service and technical support to clients and staff.

Identified and corrected processing system issues.

Liaised between clients and staff.

Attended sales calls with Account Executives to explain fax and email distribution services.

Multiple IT and Helpdesk Roles Jan. 1995 – April 1997

The Supporting Cast, Inc., (Marvel Entertainment)

Participated on a conversion team for licensing system, drafting licenses and contracts. Performed quality control management, testing new applications and programs on Novell and Oracle systems.

Provided monthly activity reports and liaised with the Accounting Department system upgrade and end user feedback activities.

Data Computer Operator Oct. 1989 – June 1994

White & Case

Trained employees, controlling attorney’s data and verifying accounts payable information. Researched historical domestic and foreign information.

Served on the Corporate Committees USES Advance Team

Next 50 Infrastructure Committee

Editorial SNAP Committee.

Data Entry and Backup Systems Operator

Technical Expertise

Hardware: IBM Compatible PCs and Laptops, Apple Mac OSX, iPad, iPhone, Android, Smart Mobile Phones, Ethernet, WiFi, Networking Printers.

Software: Microsoft Project, Microsoft Visio, Microsoft Office 2003, 2007, 2010, 2013, Lotus Notes, Xpediate, DOS, Unix, Remotely Possible, NetOp, IBM RACF (Resource Access Control Facilities), AS400, Micro Focus RUMBA.

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