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Desktop Support Active Directory

Jersey City, New Jersey, United States
August 29, 2017

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Obtain a Desktop Support Analyst position in a well-established firm that offers opportunities for professional growth.

Key Technical Knowledge

Knowledge of Active Directory, SCCM 2007, 2012, Windows Servers, AppSense, MobileIron, Acronis, Bloomberg Support, Factset, Blackberry and Apple device support, BES, Microsoft Lync, Good for Enterprise, Mobileiron, Citrix, Windows Server 2003/2008, Windows Operating systems (XP, Vista Win 7, 8 and 10. Microsoft Office Suite, Sophos Antivirus, Track-IT, Laptops/Desktops Hardware Maintenance, Lotus Notes, Internet Browsers, Microsoft Lync, Polycom, Nortel and Torrent phones and Video Conference

Professional Experience

Advance Finance Group. (New York, NY) 11/16- 7/17

Desktop Support Engineer

Provide hardware, software support. (Office 2013, 2016, Adobe, Bluebeam)

Provide LAN and wireless support to end users.

Proficient with active directory; Adding rights and roles to the specific users, password resets, adding workstations to the proper organizational unit. Deleting computers.

Work with Window Servers for share drives, print drivers and software.

Set up emails to Iphones and Android phones.

Support VPN access via Pulse Secure.

Set up and configure Cisco Phones

Troubleshooting software such as Office 2013, Adobe, Skype for Business, Bloomberg.

Responsible for Videoconference management, monitor meetings.

Create documentations for our knowledge base.

Meet all required SLAs in timely and professional manner via ZenDesk application

Manage the inventory computer inventory.

Image HP laptops and Microsoft Surface tablets with Windows 8 and Windows 10 Platform

Schroder Investment Management North America Inc. (New York, NY) 02/12 – 10/16

Desktop Support Engineer

Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals. Support wireless and LAN connections.

Provide local and remote support for remote users and offices in the Americas region

Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users

Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software Image PCs and Lenovo Laptops using System Center Configuration Manager (SCCM 2007 and 2012), and add them to respective organizational units

Proficient with active directory; Adding rights and roles to the specific users, password resets, adding workstations to the proper organizational unit. Deleting computers.

Work with Window Servers for share drives, print drivers and software.

Set up and maintain Blackberry Enterprise Server (BES), Good Administration accounts.

Supports Iphones, Ipads with Mobileiron, Docs@work, Web@work, and Apps@work for emails, intranet and corporate applications with mobile devices

Support users with vpn access to work from home with the use of VPN tokens.

Responsible for both domestic and international Videoconference management, monitor meetings in real-time using Conference control center

Manage anti-virus daily audit reports in Sophos Management console, remove any viral threats regional among initial stage of infections

Responsible for troubleshooting hardware; laptops, desktops, printers, polycom phones, torrent phones, Bloomberg keyboards.

Troubleshooting software such as, Bloomberg, Factset, MS office, Adobe, Microsoft Lync

Meet all required SLAs in timely and professional manner

Recommend and apply solutions, including on-site repair, for remote and local users

Go to the Disaster Recovery sites for testing 1-2 times a year.

Set up Lync phones that are configured with Microsoft Lync 2010 and 2013

Create documentations for our knowledge base.

British Telecom (New York, NY) 04/11 - 02/12

Desktop Support Analyst

Assist internal users with MS office 2007, Printers and Mapping Network Drives

Install or replace hard drives, RAM, keyboards, video cards from Lenovo and HP laptops and Desktops

Responsible for the update and creation of images for multiple sites along with hardware and software configurations

Set up, troubleshoot, maintain VPN tokens and printers

Maintained the inventory on site and handle disposals of out of warranty equipment

Install and configured firewalls

OS4 Techno (Bridgewater, NJ) 06/09 - 06/10

Desktop Support Analyst

Assist internal users with Microsoft Office Suite

Image computers using System Center Configuration Manager

Use Windows Server 2003/2008 in Active Directory to set up user accounts and add them in the proper Organizational Unit (OU) within Group Policy

Installed or replaced hard drives, video cards and RAM

Configure wireless networks

Use Benchmarks to calculate speed of computers

Provided assistance with polycom equipment

Create trouble tickets using Heat ticket system

Pershing - A Division of Bank of NY Mellon (Jersey City, NJ) 09/06 - 11/08

Help Desk Specialist

Provide Technical Support to internal and external customers

Provide support for NetExchange Pro software such as, helping users retrieve and print reports, resetting passwords and helping users download the software thru their home computers

Reset Windows Passwords thru Active Directory

Provide assistance in connectivity to the VPN through the RSA Cisco Server

Support web applications: Lotus Notes, Sametime Distance Learning Application, Safeboot and Citrix

Provide Assistance with Printer issues such as connectivity, setting up the printer, and sending reports remotely


New Jersey Institute of Technology (Newark, NJ) 09/99 - 05/03

Bachelors of Science - Information Technology


A+ (Cert ID : COMP001004556765) 05/06

Microsoft 01/06 - 10/09

Microsoft Certified Professional – MCP (Cert ID: 3563365) Microsoft Certified Desktop Support Technician –MCDST (Cert ID: 3563365)

Microsoft Certified IT Professional – MCITP


Knowledge of TCP/IP, DNS and Internetworking Technology

Knowledge of SCCM, Mobile Iron, BES Sever, Good Administration

Motivated self-starter with ability to work independently or with a team.

Strong organizational, problem solving and time management skills

Exceptional problem solving and customer service skills

Proven ability to handle multiple priorities and deadlines

References available upon request

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