Joseph A. Vega

East Norwalk CT

ac3ako@r.postjobfree.com 203-***-**** www.linkedin.com/in/joseph-vega

Desktop and Systems Professional

Hands-on Support of Hardware and Software Solutions

Microsoft Certified Professional with technical education and experience in large scale and midrange environments supporting e-commerce. Provide multi-level support, managing network connectivity issues. Offer unique combination of hands-on administration and maximizing organizational effectiveness with drive, energy and passion to learn. Take on multiple roles in desktop and network support, Citrix support including MAC OSX, Windows 7 and 10, hardware and software. Solve problems while embracing positive effect of change on successful organizations, fostering commitment, team spirit, and trust and group identity.

Technical Skills

Hardware:

Dell, Lenovo Laptops and Desktops, Surface Pro hardware, software and printers support. IPhone, Samsung, (etc.) mobile devices. Installed and configured Mac, HP, Dell Desktops and laptops for customers at the office and the field. Experience imaging and reimaging machines.

Application Software:

Windows 7 and 10, MAC OS X 10.7 Microsoft Word, Excel, PowerPoint, Outlook (2010, 2016,O365), Bloomberg, Reuters, Lotus Notes, Sametime Connect, Active Directory, IBM ManageNow (Problem Management), Remedy (Problem Management), Service-Now (Problem Management), Citrix support, Norton Antivirus, McAfee Antivirus, Sophos Antivirus, Safeboot, McAfee EEPC.

Network Protocols:

Ethernet, TCP / IP, FTP, HTTP, DHCP, DNS, WINS

Experience

NEWELL BRANDS, Norwalk, CT Feb. 2017 to Oct 2017

Sr. Deskside Support Analyst Contactor

I am currently assisting in the merger of Newellco Brands and Jarden Corp. I also provide day-day support for the client’s infrastructure. Maintenance of network infrastructure, desktop and telecommunications equipment support, wireless printing, copying and faxing solutions. Assisted in a wireless access point upgrade in the Jarden Corporate office. Working directly with end users as well as remote support by phone and email. Supporting a large environment as a polished communicator, supporting Windows, MAC desktops/laptops, and smartphone/tablet support. Connectivity support /changing IP addresses, Office 365, Outlook. Changing Exchange Passwords, Audio/Video (projectors/microphones/sound) support. Skype, Citrix support. Work with vendors when troubleshooting needs escalation, documentation & follow up.

IBM – MILLWARD BROWN, Norwalk, Wilton CT Jan. 2013 to Dec. 2016

Desktop Support Technician

Contributed to move of Kantar Retail (100 plus user office location) from 362 Danbury Road, Wilton Ct to Merritt 7 Norwalk, CT 401 Location. Took charge of supporting Office 365 migrations at Norwalk and Wilton CT locations. Handled multiple projects while simultaneously performing helpdesk calls, resolving break-fix and networking related issues. Contributed to transition of Windows XP to Windows 7, Office 2010 to Office 2013 and Office 365, including all applicable applications for 600+ users.

Provided desktop, laptop, network and Server support for end users, resolving all hardware and software issues on Dell desktops and Dell laptops, Used Microsoft SCCM to image systems, deploy software and manage computers on the network.

Use VPN to remote, diagnose technical issues and resolve them on client machines out in the field.

Support hardware and software issues on Mac laptop and desktops on the Marketing team machines.

Maintained broad knowledge of operating systems, hardware, and network solutions, attending and actively participating in weekly IT meetings, assisting server group with maintenance issues (tape, backups, virus updates, etc).

Achieved 95% - 100% service level agreement in weekly customer satisfaction surveys, resolving trouble calls using Virtual Network Computing to connect to PCs over network.

Used Active Directory to clear lockouts; assign user rights, set passwords and other related tasks.

Supported Audio / Video equipment, escalating problems to appropriate support group.

Provided informal training and software support to all users for various software packages.

Ensured proper documentation, notification, escalation, tracking and follow up of all incidents.

Use VPN to remote, diagnose technical issues and resolve them on client machines out in the field.

Support hardware and software issues on Mac laptop and desktops on the Marketing team machines.

LEGG MASON, Stamford, CT Sept. 2007 to Dec. 2013

Senior Systems Analyst

Provided end user hardware and software support for Dell desktops and laptops, managing projects and team’s resources. Contributed to daily activity flow during campus manager absences, managing Clarify Stamford CT queue, contacting case creators, resolving issues or assigning to proper campus analyst, balancing work load among group. Supported Citrix remote users, including Xendesktop creation and troubleshooting.

Assisted networking and server groups with daily troubleshooting and maintenance issues such as patch cable connections in IDF rooms, server hardware and software upgrades and related issues.

Supported the marketing department’s MAC environment, configuring email accounts and printers.

Completed project 2 weeks ahead of schedule by partnering with 3 other campus support teams, removing unlicensed software from over 200 desktops.

Installed and configured A/V equipment in 7 conference rooms, including Cisco IP phones, BT Turret Multiline Trader phones and Plantronics wireless headsets.

CITIGROUP, Stamford, CT Nov. 2006 to Sept. 2007

Systems Administrator, Contractor

Provided hardware and software support on IBM desktop and laptop computers. Monitored and managed trouble calls using Computer Associates service desk system. Supported Citigroup trading floor and Turret telephone system. Installed, configured, supported Reuters bridge station and Bloomberg financial applications.

Education

Associate Degree (AS), Computer Science, Lehman College, NY

Microsoft Certified Professional

Mac OSX Support Essentials

Planning and Managing Windows 7 Desktop Deployments and Environments

A+ Certification, Workstation, TCIP, Networking Essentials

Henkels & McCoy, Inc PC Repair Technician

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