DARREN GOLD

Professional Summary

I am an accomplished helpdesk assistant. Handling level one, and some level two technical issues, I provide time-sensitive assistance to on-site and remote employees. It is my goal to get the user connected, with working equipment, or to thoroughly troubleshoot the issue before escalating it to the next level technician. I am also able to educate employees about their computers and programs. My 11 years of teaching experience helps me to communicate and empathize with people. Good organizational skills allow me to additionally take on some management roles such as keeping inventory and placing equipment orders as needed.

Work History

Information Technology Helpdesk Specialist Nov. 2016 - Mar. 2017

Kumon North America, Teaneck, NJ

Provided on-site helpdesk assistance to users at all levels, including department heads.

Used TeamViewer for remote helpdesk support.

Refined instructions for new remote laptop users, imaging PCs and keeping inventory up-to-date.

Worked with Windows 7 and 10 and Office 2003 – 2016 and Office 365.

Assisted users with access to OneDrive folders on the server. ● Internet Explorer 8 and 10.

Client office setup: laptop, mouse, keyboard, monitor(s).

Setting up synchronization between the laptop or desktop and server.

Information Technology Helpdesk Specialist Apr. 2008 - Mar. 2016

Lonza, Inc., Allendale, NJ

Provided support for AT&T mobile phones, iPhones and Android devices.

Used SCCM for computer and peripheral device inventory, and software installation.

Edited a corporate information technology newsletter.

Placed and tracked equipment orders. ● Used MS Pulse and Secure Matrix for VPN login to network.

Set up new desktops and laptops by using local images.

Worked closely with Wireless Analytics, a mobile phone management partner.

Utilized MobileIron for mobile phone inventory, app monitoring and phone security.

Remote laptop support using WebEx, TeamViewer, and Lync (MS Skype).

Windows XP, 7, 8, 10. ● Microsoft Office XP, 2003, 2007, 2010, 2013.

Controlled personnel access to company servers and shared folders using SCCM, ADS and LUCA.

Used SysAid information technology help request services to expedite work orders.

Installation of new software specific to the lab or business applications

Ran malware / virus protection applications: MalwareBytes and Kaspersky

Installed printer drivers, updating drivers and basic printer maintenance.

Ensured data was accessible to those with security clearance.

Elementary School / Computer Lab Teacher Oct. 2001 - Jan. 2008

Slocum Skewes School, Ridgefield, NJ

Taught 2nd grade, 4th grade. ● Set up and ran a Mac-based computer lab with 24 machines.

DARREN GOLD

Education

Master of Special Education. St. Thomas Aquinas College. Sparkill, NY. 2002 - 2004

Certificate of Advanced Study in Elementary Education. 1992 - 1994

St. Thomas Aquinas College. Sparkill, NY.

Bachelor of Science in Psychology. Oneonta State College. Oneonta, NY. 1986 - 1990