Desktop Support Technician
Resume:
Steven Choi
Whitestone, NY **357
Home: 718-***-****
Cell: 917-***-****
Desktop Support Technician
Hardware: Blackberry, smartphone, Mac, PC, PALM, Thin Client (Virtual Workstation)
Phone Systems: Avaya, Cisco (including the use of Cisco Call Manager), Mitel and Siemens
Operating Systems: Microsoft Windows (including use of Active Directory, TCP/IP and SharePoint), DOS,
Novell Netware, MacOS, OS X
Imaging Tools: Altiris, Acronis, Deploy Studio, Landesk, Norton Ghost, PowerQuest, WDS (Windows Deployment Services), Xserve
Remote Control Tools: Altiris, Bomgar, CA Control IT, DameWare, LogMeInRescue, Microsoft Office Communicator, PC Anywhere, SMS, TeamViewer, Timbuktu, VNC
Client Remote Connection & Security Tools: AT&T Global, Cisco VPN, Citrix Client, Google Authenticator, iPass, Okta Verify, RSA SecurID
Antivirus Programs: Kapersky, McAfee, Norton, Trend Micro
Ticket Tracking Programs: Altiris, CA PHD, HelpTrac, Jira, Magic, McAfee Helpdesk, Numara Footprints, Peregrine, Remedy, Zendesk
Desktop Support Consultant (temping) August 2015 – June 2017
Medidata Solutions New York, NY
Tasks Included:
Tech Bar duty
Troubleshot hardware and software issues
Imaged and configured computers (PC and Mac), including upgrades and migration
Carried out computer equipment moves
Coordinated computer repairs with vendors
Computer administration which included password reset, AD account creation, unlocking AD accounts, software and application setups
Supported Cisco phone system
Coordinated new hire setups
Helpdesk support including monitoring tickets and escalation
Worked with network and third level support
Tested A/V equipment used in conference rooms
Desktop Support Consultant (temping) May 2015 – July 2015
The Jewish Board of Family and Children’s Services New York, NY
Tasks Included:
Site survey on equipment in multiple branch offices
Imaged and configured new computers for deployment
Supported virtual workstations using Citrix
Carried out PC equipment moves
Troubleshot hardware and software issues
Acted as liaison between users and helpdesk agents
Desktop Support Consultant (temping) July 2012 – March 2014
Clients included: New York, NY
Fidessa Corporation
Jewish Guild Healthcare
Tasks Included:
Troubleshot all non-functioning PC hardware and software, including virus and malware issues
Coordinated PC repairs with vendors
Imaged and setup PCs including upgrades and migration
Resolved corporate user logins by resetting password and unlocking accounts within Active Directory
Supported Cisco phone system
Logged and escalated trouble tickets using Microsoft Access and Numara Footprints
Upgraded hardware and operating system for migration
Supported Citrix related issues
Carried out PC equipment moves
Supported proprietary application by working with software developers
Setup computers and visual and audio equipment in conference rooms
Desktop / Helpdesk Support Technician (full time) April 2008 – May 2012
Forex Direct Dealer (FXDD) New York, NY
Tasks included:
Troubleshot and fixed all non-functioning PC hardware and software, including virus and malware issues
Installed new PC hardware and software
Resolved corporate user logins by resetting password and unlocking accounts within Active Directory
Assisted customers in installing and troubleshooting various trading platforms, including Metatrader
Performed testing on proprietary trading platforms
Carried out moves, tune ups and maintenance on all corporate PCs
Logged and escalated trouble tickets
Wrote technical documents
Setup computers with visual and audio equipment in conference rooms
Desktop Support Consultant (temping) July 2006 – March 2008
Clients and Projects included: New York, NY
Merrill Lynch, Inc. – Desktop Upgrade Rollout Support
FOJP Services, Inc. – Desktop Support (during organization restructuring)
OMD Advertising, Inc. – Desktop and Laptop Break-Fixes (during organization restructuring)
MRU Holdings, Inc. – Desktop Support and Moves (during moves transitioning)
Tasks Included:
Performed equipment moves and new hire setups using Altiris, Active Directory, SharePoint and Cisco Call Manager
Supported remotely (via Altiris and DameWare) and on site on all computer related issues, including break fixes
Resolved corporate user logins by resetting password and unlocking accounts within Active Directory
Setup client security and remote connection using Cisco VPN, iPass and AT&T Global, RSA SecurID
Supported Cisco phone system
Logged and escalated trouble tickets (Altiris, HelpTrac and Remedy Ticketing System)
Performed migration by upgrading software and hardware with some Virtual Workstation support (Thin Client)
Imaged PCs using Norton Ghost and Altiris
Time Warner (full time) May 2004 – July 2006
Divisions included: New York, NY
CNN Turner Broadcasting – Desktop Support / News TV Broadcasting Technician
America Online – Desktop Support / Telecom Technician
Tasks included:
Coordinated new hire setups, equipment moves, upgrades, rollouts, and managed inventory
Imaged computers using the tools Altiris, PowerQuest and Xserve with Windows XP on PCs and OS X on Macs
Setup Siemens and Avaya phones via hardware and software
Setup / troubleshot PCs, Macs, Blackberries, PDAs (PALM), HP and Lexmark printers
Remotely supported PCs via the tool Dameware; resolved networking issue including the use of TCP/IP; updated Remedy tickets
Resolved virus and spyware issues which included the use of Norton and McAfee antivirus
Setup / troubleshot wireless networking on laptops involving the use of CITRIX client, Cisco VPN, iPass and RSA SecurID
Resolved security issues such as unlocking accounts, resetting passwords and setting permissions
Supported Microsoft Office
Setup WebCast and voice conferencing
Education
Bachelor of Arts
Queens College of the City University of New York Major: Computer Science
Continuing Adult Education: Micro Computer Programming
Additional courses, seminars and workshops include:
Curriculm: Computer Hardware / A+ Preparation, @ Computer Career Center
Curriculum: A+ / Network+, @ The Training Camp
Curriculum: Computer Programming Using C & UNIX, @ New York University
Certification
CompTia A+, Network+
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