Desktop Support Technician

JULIO G MILAN

Jersey City, NJ ***** 201-***-****

https://www.linkedin.com/in/julio-milan-92732315/ *********@*****.***

PROFESSIONAL SUMMARY

Detail-oriented professional with over 21 years in information technology industry, accomplished IT Specialist specializing in Hardware\Software, Financial Services Applications, Network Connectivity (WIRELESS or WIRED), Network Printers, Servers, Routers and Modems.

A respected, team -dedicated player and leader with a diverse background enabling motivation and successful interaction within cross – functional teams and company environments. Proven Hands- On experience to be part of a team that helps achieve the organization’s success.

As a true professional with a dynamic work ethic, I take pride in making certain that my objectives are met, on schedule, on time and above expectations. I’m an A+ certified and Security + on progress.

TECHNICAL SKILLS

Operating Systems:

Windows (10, 8, 7, XP, 2000, NT), Microsoft Server (2008 R2, 2000 5.0)

Hardware:

IBM, Lenovo, HP, Dell, Compaq, Microsoft, ACER, Epson, HP printer (CP4525, M603, M651DN), Canon MFD, Wire printer 4247, Lexmark, ASUS, MSI, Gigabyte, ASRock, EVGA, Nvidia, PNY, Thermaltake, Intel, AMD, Ryzen, Samsung, Seagate, WD, G. Skills, Crucial, Corsair, Rosewill, LG, Netgear, Linksys, Belkin, NVMe, PCIe

Software:

Active Directory, VPN, Citrix XenApp and Xen Desktop, SCCM(SMS), MS Office 2010/13 Suite, Lotus Notes, Outlook, Sage ACT, Skype for Business, Remote Assistance, Java, ARCServ, Bloomberg, Thompson One, IBM Personal Communication–3270, ServiceNow, SEP & Encryption, Norton, PC Anywhere, LogMeIn, TeamViewer

Utilities:

Ghost Enterprise, MS Office Communicator, MS Office 2015 (Skype for business), USMT, Remote Assistance, Citrix, ERD Commander, Winboot, DBAN, disk2vhd, SysInternals, PingInfoView, Traceroute

Servers & Routers:

DHCP, DNS, Windows Terminal Server, BES, Cisco, VPN, D-Link, 802.11, Netgear, Linksys, Belkin, Access Points and Print Servers

Devices:

Android, iPhone, Tablet. iPad

PROFESSIONAL EXPERIENCE

IBM GLOBAL SERVICES - MORGAN STANLEY ACCOUNT, New York, NY April 2004 –June 2017

Senior Desktop\Network Support Specialist -Level 2

Supporting 5K+ onsite and 60K+users remotely Firm Wide on Morgan Stanley Global Wealth Management Environment. Proficient on identifying and resolving complex issues from desktop\network\wireless devices to prevent user’s downtime. Proven remediation of all severity issues and knowledge transfer to teams in a fast paced environment for both maintenance support and projects

• Handles all 2nd level support to all Morgan Stanley end user within United States including

Hawaii and Philippines.

• Handles 99.9% Central Technology Services Problem Tickets thru ServiceNow, escalation tickets

(P1)and white glove services.

• Handles difficult users with emphaty and patience, taking ownership of problems until issue is

resolved and escalate if needed based on Company’s established procedures.

• Setup, Troubleshoot wireless connections and remote connectivity for mobile and laptop

users, allowing employees to work efficiently from remote locations.

• Support, configure all Browsers i.e IE, Google Chrome, Firefox.

• Knowledgeable in Symantic Endpoint Encryption, BigFix

• Troubleshooting LAN connectivity.

• Remotely support end users thru Virtual Desktop Infrastructure (VDI) i.e apps, hardware,

printers and connectivity.

• Support Microsoft Office 2010, Outlook (emails),Word, Excell, Powerpoint, Visio, Project.

• Performed technical troubleshooting and resolved client desktop, and network issues such as

peripherals to hardware failures and connectivity latency to port problems.

• Build and configure Laptops and workstations thru website tools “iBuild”

• Review and analyze system logs. Researching methods of resolve through collected data.

• Interact with End Users to insure right work was being done in a timely manner to attain

100%SLA

• Always initiate a follow up call to ALL Incidents Tickets to make sure end users are happy and

satisfied with the service

• Lead several re-stacking, Red2Blue Projects(Data Migration),disconnect and reconnect newly re-

imaged PC’s and Network Printers after office hours or during the weekend.

• Lead in decommissioning servers,computers, Laptops, Printers and pheriperals and capturing all

asset management information.

• Served as subject matter expert on Symantec Endpoint Encryption recovery for Morgan Stanley

on failed hard drives which consist of recovering data and perform restore with 85% successful

rate. Managed monthly reports for tracking and compliance purposes.

• Lead in deployment of new equipment to the environment including workstation and laptop..

• Responsible of re-imaging iMac Operating System i.e “El Capitan” from an external USB Drive

and setup to all Private Wealth Management End Users.

• Repaired and replaced desktop components which consisted of motherboards, memory,

processors, hard drives, video cards, etc. and assist field technicians with resolving complex

issues such as device installations, software, workstation rebuilds, network printers and patches

for the clients, resolving problems in a timely manner.

• Rollout of Enterprise desktops which consisted of data migration via User State Migration Tool.

Also tested new equipment with the users to ensure data, profile, hardware, software, mapped

drives and database settings were operational.

• Knowledgeable in Active Directory, SCCM, Office 365

• Install and troubleshoot Bloomberg, Remote2Office.

• Managed asset inventory i.e all loaner Laptops, PC,Monitors and other computer parts.

IBM GLOBAL SERVICES - JPMORGANCHASE, New York, NY Jan 1996 – April 2004

Team Leader –Technical Support Services

Lead support engineers with a team of 8 managing and supporting Chase wall2wall to all Chase banks within the Tri State Area. Maintained H\W Network infrastructures and from T1 line to End User connectivity. Performed all network administration tasks, such as setting up shares permissions, user accounts and monitoring of servers and backups. Act proactively to ensure smooth team operations and effective collaboration. Lead by setting a good example and engage the team to achieve goals.

• Helped IBM consistently meet or exceed SLA’s objective by providing outstanding technical

Support to all IBM Field Engineers.

• Install and configure servers, as well as perform maintenance and troubleshooting of servers.

• Built and maintained Windows NT/2000/2003\OS2 and Unix Servers for Chase Bank.

• Setting up RAID 5 on their Windows Server and configuring Cisco routers.

• Setup and maintain server racks.

• Responsible of asset inventory, spare or loaners and all equiptment subject for

decommissioning.

• Installation and maintenance of all LAN/WAN equiptment such as servers, routers, switches and

UPS’s.

• Knowledgeable Patch Management Implementation.

• Test and install multiple patches (code changes) on the existing applications of user’s computer

system thru Patch Management.

• Perform routine system administration tasks including backups and file restores, account

installation and deletion, Server installation, and operating system upgrades.

• Troubleshoot\Install\Repair\Configure IBM Servers\Verilink Modems\ Routers and servicing

ATM’s after office hours.

• Managed after Office Hour Service Coverage Schedule to All Team Lead within the Tri State.

• Lead H\W Rollout Migration to all Chase Banks Desktops and Servers from Windows NT to

Windows XP which also consist of backup and restore data during weekends and ensure 100%

next day BAU.

• Installed and maintained hardware/software for servers, desktops, and laptops.

• Provided network printer administration and maintenance, set up and maintained file and folder

security, and packaged applications for rollouts using SMS Installer.

• Managed tape libraries, backup agents and associated software.

• Managed spare equipment Inventory.

Tek System

Field Computer Technician- Contract (Connecticut Area) July 1994 - Dec 1995

• Performed on-site deskside support for MasterCard, PitneyBowes, SmithBarney

• Field service for customers, Breakfix PC and HP Printers

• In-house technician performing warranty repairs, diagnose and upgrade of Compaq,

IBM, Toshiba and Hewlett Packard computers, laptops and printers.

• Set-up of Compaq servers and installation of Windows NT.

EDUCATION

Bachelors of Science in Aeronautical Engineering (BSAeE) Feati University Manila, Philippines

Network & Data Communication Engineering, The Chubb Institute, New York, NY

Certification:

CompTia A+ Certified (H\W & S\W)

Security +, CCNA Security, Office 365 in progress.

Contact this candidate