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Desktop Support Windows and Mac OS Active Directory VPN

Islip, New York, United States
January 20, 2018

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William E. Radgowski

*** ***** *** ****** *****, NY 11751 Home: 631-***-**** Cell: 917-***-****


Hardware: Apple laptops and desktops; IBM//Lenovo, HP, Dell laptops and desktops and Microsoft Surface systems including highly customized systems; HP, QMS, Lexmark, and Xerox Tektronix printers in both local and networked configurations; HP, Fujitsu and Panasonic scanners; Canon and Ricoh multifunction network workstations; iPhone, iPad and Android devices..

Operating Systems: Windows 3.1 through 10; Mac OSX Leopard through Sierra.

PC\Mac Applications: Experience with multiple versions of MS Office; Citrix; SAP clients; multiple Adobe packages; Acrobat Reader ; multiple anti- virus/anti-spyware packages; AT&T Net Client; Checkpoint, Nortel, Juniper Networks, Palo Alto and Cisco VPNs; multiple versions of Internet Explorer, Safari, Chrome and Firefox; Sprint Smartview; Verizon VZ Access Manager; Gmail.

Network Applications: Peregrine Service Center; Peregrine Asset Center; Remedy; Zendesk; Symantec Vault; Net Meeting; Webex; Windows Live Meeting; CA Unicenter; Altiris, Active Directory, Duo and Okta.

Professional Credentials:

Current: A+; Legacy: MCSE, MCP


BA, Hofstra University

Work Experience:

Oath\ AOL\Ricoh August, 2011-November, 2017

Technical Support Engineer

Provided 1st and 2nd level desk side support for approximately 1200 clients at Oath NYC headquarters in a mixed Windows /Mac environment with a very heavy emphasis on mobile device support. Originally a Ricoh employee working at AOL, I became an AOL FTE in 2015.

Primary duties included onboarding/IT orientation for new employees, hardware and software installations/troubleshooting, network connectivity support/troubleshooting, hardware break/fix, installations, moves and changes, imaging/reimaging of desktop and laptop systems, maintenance of loaner laptops.

Other duties included maintenance of asset management database for tracked capital assets, configuration of network share permissions, Active Directory account lock/unlock, management of share access and password set/reset.

The Computer Merchant, Norwell, MA assigned to Estee Lauder April, 2010-July 2011

Desktop Support Technician

Provided desk side support to 200 clients in the corporate financial and human resources departments including an Oracle development team in a Microsoft environment. Also supported SAP go-live on factory floor.

Pioneer Data Systems, Edison, NJ assigned to Pfizer, Inc. November, 2009-December, 2009

Deployment Technician

Performed hardware refresh for approximately 250 clients.

Ajilon Consulting, NY, NY assigned to The Nielsen Companies October, 2007-September, 2008

Deskside Support Technician

Supported approximately 250 clients running Windows XP and Office 2003.

Provided “white glove” support for firm’s top 30 executives.

Provided 3rd level support for several hardware and software projects.

Managed support for Xerox networked printers/scanners.

Provided support for video conferencing for both internal and external clients.

Infinity Consulting Group, NY, NY assigned to Pfizer, Inc. March, 2000-June, 2007

Deployment Technician, DMS Project team April, 2006-June, 2007

Supported rollout of standardized Windows XP and MS Office 2003 image along with multiple custom applications to over 6000 systems.

Performed customized rollouts to high profile clients.

Provided advanced troubleshooting on systems requiring remediation of hardware and/or software issues. .

Mentored other team members in resolving issues experienced during project.

Desktop Support Technician, Outcomes Research Department March, 2000-March, 2006

Provided local and remote 1st and 2nd level support for 90-150 users in a Fortune 100 company, including several vice presidents, numerous directors and senior managers. Many clients were mobile or field based requiring remote support both in US and overseas.

Provided local and remote support for Blackberries and other mobile devices.

Diagnosed and corrected network and local printer and scanner issues.

Diagnosed and corrected network connectivity issues for both in house and remote users including wireless issues.

Rolled out all new hardware and software for the department including desktops, laptops, printers, scanners and mobile devices.

Updated, upgraded, configured and repaired hardware and software as required.

Configured client systems to comply with evolving corporate IT security standards.

Conducted periodic antivirus and adware scans on client systems.

Conducted periodic inventory of physical assets and maintained asset tracking database.

Tracked help desk tickets and updated records as required.

Set up, supported and broke down test labs and conference rooms as required.

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