Desktop Support Active Directory

Joseph J. Ditski

** ***** ****** ******, **********, New Jersey 07095

Mobile 732-***-**** email: *********@*****.***

PROFESSIONAL EXPERIENCE:

FERRERO, USA, SOMERSET, NEW JERSEY JULY, 2015-APRIL, 2016

Desktop Support Technician

Provided deskside and remote support to approximately 200-250 users on Lenovo laptops and desktops.

Imaging and upgrading of new and reconfigured hardware using Clonezilla, installing Windows 7 Enterprise, Office 2013, and Ferrero VPN configuration. Solid state hard drive encryption with Bitlocker.

Set up and relocation of new hires and current employees within the office.

HP and Konica printer maintenance and configuration

Setup of A/V equipment for meetings and teleconferences.

Updating and administration of accounts in Active Directory.

Backup and restore of user data.

Managing help desk tickets in Spiceworks.

BARNES & NOBLE DISTRIBUTION CENTER, MONROE, NEW JERSEY NOVEMBER, 2014-JANUARY, 2015

Help Desk/Desktop Support Technician

Provided desktop and remote support in an extensive Microsoft XP, Windows 7 and Office environment to warehouse and executive office staff with maintenance, mapping and troubleshooting of various models of HP Laserjet printers including IP and host name configuration, printer networking, imaging of Dell and HP workstations, replacement, repair, testing, and configuration of handheld Bluetooth scanners and forklift mounted printers.

●Mobile device support, replacement and troubleshooting.

●Logged all calls and emails in Track-It ticketing system, and emailed assigned technicians and supervisors on status updates, completion or need to follow-up.

SANOFI, BRIDGEWATER, NEW JERSEY APRIL, 2013-JUNE, 2014

Service Desk Analyst

●Provided phone, email, chat and remote support to upper and lower level employees with password and login issues, email, drive mapping, and software deployments and other tasks on Windows XP and Windows 7 laptops, smartphones and mobile devices including Apple and Android phones.

●Assisted remote and work from home users with Cisco VPN issues, connectivity, and importing of RSA tokens.

●Mapped badge-activated and local printers, to improve cost and efficiency, in the Safecom printing system.

●Logged all calls and emails in the Remedy ticketing system, and followed up on open and assigned tickets and emails daily.

●Escalated issues as needed to specialized support teams and supervisors to achieve successful resolution.

BARNES & NOBLE DISTRIBUTION CENTER, MONROE, NEW JERSEY NOVEMBER, 2012-JANUARY, 2013

Help Desk/Desktop Support Technician

●Provided desktop and remote support in an extensive Microsoft XP, Windows 7 and Office environment to warehouse and executive office staff with maintenance, mapping and troubleshooting of various models of HP Laserjet printers including IP and host name configuration, printer networking, imaging of Dell and HP workstations, replacement, repair, testing, and configuration of handheld Bluetooth scanners and forklift mounted printers.

●Logged all calls and emails in Track-It ticketing system, and emailed assigned technicians and supervisors on status updates, completion or need to follow-up.

INVENTIV HEALTH, SOMERSET, NEW JERSEY JANUARY, 2012-AUGUST, 2012

Level 2 Service Desk Analyst

●Supported nationwide pharmaceutical sales representatives and their superiors with email, password resets, installations of applications on Windows XP and Windows 7 Lenovo, HP and Fujitsu laptops, Mac laptops and tablets and Apple iPads, iPhones, and Motorola devices.

●Repair, testing and configuration of incoming laptops, phones, PDAs and tablets through imaging, Microsoft applications, email setup and hardware replacement.

●Configuring iPhones and iPads to receive email for sales reps and internal employees.

●Logged all calls in Track-It ticketing system, from first call to completion, and followed up on my assigned tickets in a timely manner.

HESS, WOODBRIDGE, NJ APRIL, 2011-JUNE, 2011

Retail Help Desk

●Assisted remotely in back office upgrades, updates, troubleshooting at all East Coast locations running on a Windows 2000 base with RADMIN, a remote access tool.

●Provided guidance via phone and remotely to on-site technicians with hardware and software issues and file transfers during a major hardware upgrade at the locations involving POS, fuel pump, and inventory.

●Logging of all work in Remedy tracking system.

VERIZON WIRELESS, BEDMINSTER, NJ SEPTEMBER, 2010-OCTOBER, 2010

Network Repair Technician

●Analyzed trouble tickets provided by technical support to examine cell tower throughput using a web based interface for mapping of trouble spots in Lucent, Nortel and Motorola switches using the Verizon proprietary software.

●Researched call history, dropped calls, connection functionality and various issues to restore successful resolution.

●Forwarding the info gathered to the field technicians by escalating tickets to the proper personnel.

CHASE BANK JANUARY, 2009-JUNE, 2011

On-Call Break Fix Technician throughout Middlesex and Monmouth Counties

●Assigned as needed to provide desktop support including replacement of motherboards, fans, power supplies, CPU’s and heat sinks at various locations in Dell and HP workstations and servers running Windows XP and Server 2003.

●Troubleshooting of printers, including replacements of trays, chips and general functionality.

●HP G4 and G5 Server upgrades, HP and Dell Desktop, Laptop and Toughbook imaging/migrations to new domains.

●Insured correct configuration of all devices to allow the most transparent transition with 0% staff downtime.

●Assured complete inventory and placement of peripherals, Panini check scanners, Logitech pinpads and card readers.

●Acted as lead technician on projects to assist contracted specialists under direction of contractor and branch manager for configuration of HP teller, platform and spare workstations along with receipt printers, official bank document printers and multifunction devices, network connectivity, shares and installed proprietary programs.

VONAGE, HOLMDEL, NEW JERSEY OCTOBER, 2007-JANUARY, 2009

Level 2 Technical Support Agent

●Assisted customers in a fast-paced call center with configuration to accommodate the telephone equipment provided by Vonage to allow VOIP usage on the many different types of networks involved at the customers locations, from Apple Mac, Windows 98, 2000 and XP.

●Troubleshooting and resolution of various customer issues including connection, audio quality and home network integration.

●Insuring methodical and detailed information gathering to maximize effectiveness of efforts.

●Assisted Tier 1 technicians and escalated issues as required to next level of support, via tickets, or conference call.

A.T. SYSTEMS (FORMERLY CDC SYSTEMS), ELIZABETH, NEW JERSEY JULY, 1995-MARCH, 2007

Database Analyst/Desktop Support Analyst/Help Desk

●Transferred to the IT Department from my capacity as Administrative Assistant to further my career, and utilize my growing technical skills to benefit the company.

●Desktop and remote network administration and supporting of users on an extensive LAN environment with various Operations Systems, software, tools and on various platforms including Windows XP, Windows 2000, Windows 98, Windows NT, Windows Server 2003, Microsoft Outlook, Word, Excel, PowerPoint, Symantec Antivirus, Active Directory, Citrix, Proxy Master, VNC and others. The LAN environment at A.T. Systems encompassed roughly 1,200 users.

●Modified existing Unix databases and database management systems to effect changes accurately, as well as protect sensitive information in an armored carrier industry.

●Corrected errors and made necessary modifications to client’s bank accounts such as account numbers, deposits, orders and other related data.

●Ensured implementation of security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure.

●Trained new and current users on Office Software, database access, HP, Dell, and other network printers as well as any necessary hardware modifications to their equipment which were needed.

EDUCATION AND TRAINING

AVTECH, SOUTH PLAINFIELD, NEW JERSEY MARCH, 2007–SEPTEMBER, 2007

●Successfully completed Microsoft Certified System Administrator Training - A+, Network +, Server 2003, Windows XP, Vista and 7, Outlook, Ghost and other backup software, Virtual PC, VMWare.

●Configuration of accounts on Active Directory, and Exchange, including network shares, permissions and email accounts.

●Configuration of routers, network interface cards, and network permissions, construction of PCs from empty case, to finished working product.

SUMMARY OF TECHNICAL PROFICIENCIES

Core Hardware: Modems, routers, bridges, gateways, hubs. Installation, configuration, upgrading, diagnosing and troubleshooting, preventative maintenance, motherboards, processors, memory, printers, hard drives, CD-ROMS, DVDs, Smartphones.

Operating Systems: Windows 98, NT Workstation, Windows 2000, Windows XP, Windows 2003 & 2008 Server, Windows 7, Mac.

Core Software: Active Directory, Norton Ghost, Microsoft Office 2003-2010 Suite, Paint Shop Pro, Tracking Software.

Networking Protocols: Passwords and rights, media and topologies, protocols and standards, network implementation, network support, switches and routers, TCP/IP, DHCP, DNS, HTTP, SMTP, LANs, WANs, Ethernet, Wireless, DSL, Cisco VPN, VLANs.

Applications: Remote Desktop, and Microsoft Lync 2010 and 2013, MS Virtual PC, VMware Workstation, Diskeeper, CCleaner, Spybot S&D, PC Anywhere, Partition Magic, Backup and Disaster Recovery with Windows, Acronis & Norton Ghost. Windows and Symantec Firewalls. Anti Virus Protection with Norton, Symantec, NOD, Malwarebytes, and McAfee.

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