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Desktop Support Active Directory

Le Roy, New York, 14482, United States
April 12, 2018

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Le Roy, N.Y. 14482



U.S. Navy veteran with over 30 years of Information Technology experience supporting end-users in corporate environments Extensive background in installation, configuration, maintenance, and administration of PC/Laptop computers, thin clients, phone systems (VoIP), wireless networks, Local Area Networks (LANs), Wide Area Networks (WANS) and Storage Area Networks (SANS). Provides service-focused technical support both remote and onsite to achieve efficient resolution of issues and best possible experience to end-users throughout an organization.


Volt Management Corp Nov 2017-Dec 2017

Desktop Support Engineer

• Prioritized service tickets and provided support service to clients.

• Tested and reviewed latest software, hardware, and operating systems

• Tested work stations for smooth connectivity and to ensure proper functioning.

• Managed deployment of new machines and new software installation.

Solu Technology Sep 2016-Jun 2017

Desktop Support Specialist

• Provided Tier 2 Support for laptops, desktops, printers, and VoIP phones via phone and in person for Tompkins

Financial Company which included Bank of Castile (all branches) and Tompkins Insurance.

• Documented, maintained, repaired, upgraded or replaced hardware and software for laptop and desktop systems.

• Supported and maintained user account information in Active Directory, including rights, group processes and

procedures, security, user groups, and email accounts.

• Installed Cisco VoIP phones to users and programmed them through the Cisco Administration web site.

Department of Veterans Affairs, Batavia, NY Mar 2015-Sep 2016

Help Desk Technician

•Provided helpdesk Level I IT Support to VA employed end-users via phone and email with computer related issues.

•Ensured detailed documentation of all trouble tickets from issue reporting through resolution.

Robert Half Technology, Rochester, NY Sep 2014-Mar 2015

Migration Engineer / Desktop Support Specialist

•Contracted to Rochester, Gas, and Electric (RG&E) to migrate their laptops, desktops, and tough books from Windows

XP to Windows 7.

•Upon completion of every migration, installed individual users applications and ensured that the user was fully


•Worked off of a ticketing system to provide desktop support and resolve post migration problems.

Sutherland Global Services, Rochester, NY Apr 2012 Sep 2014

Desktop Support Specialist

•Provided second and third level support relating to desktop and laptop computer systems.

•Documented, maintained, repaired, upgraded or replaced hardware and software for laptop and desktop systems.

•Supported and maintained user account information in Active Directory, including rights, group processes and

procedures, security, user groups, and email accounts.

•Supported Thin Clients using VMWare View administrator and created and updated pools for existing VM’s.

Technisource, Rochester, NY Nov 2011 Apr 2012

Desktop Support Specialist

•Contracted to Sutherland Global to perform desktop support for PC’s laptops, and thin clients.

•Installed and configured over 400 new desktop systems.

•Worked with Desktop team to diagnose and resolve issues as required.

•Logged all trouble tickets accurately as per the IT department best practices.

•Followed up with clients to ensure resolution is complete and timely.

•Supported desktops and laptops, workstation/telephone repair, replacement and relocations.

Adecco, Rochester, NY Jun 2010-Nov 2011

Systems Support Specialist

•Contracted to Catholic Family Center to provide helpdesk support, LAN/WAN administration, information security and

system engineering.

•Answered trouble calls/emails and entered work orders into client’s tracking software. Assisted in administering and

maintaining local and web based versions of the tracking software.

•Implemented, installed, configured, troubleshot, and evaluated existing servers, workstations, thin clients, and


•Setup computers for new users with network and email accounts in Active Directory and ensured delivery of

equipment to users in different locations if necessary.

•Interacted with internal clients to resolve basic help desk issues; communicated with internal clients in a professional

manner maintaining confidentiality.

•Provided responses to internal clients in a timely manner.

•Assisted with the creation of new hire telephone and voicemail extensions, routing extensions to appropriate

locations and updating information as seating assignments change.

Pro Tech Consulting, Buffalo, NY Oct 2010 Jun 2010

Systems Support Specialist

•Contracted to FedEx Trade Networks to provide re imaging, installation, configuration and troubleshooting of

personal computers and laptops, software and peripheral equipment for employees requiring a new PC or

replacement of an old one.

•Installation of software included Lotus Notes, making sure client options for accessing business email, calendars and

applications were transferred correctly and functional.

•Documented three data centers consisting of various computer racks with equipment, standalone mainframes, tape

units, a/c units, breaker boxes, etc. with “Rackwise” software running under Microsoft Visio in order to generate

reports of power usage and accountability for equipment in each center.

Roskamp Institute, Sarasota, FL Jan 2008 Aug 2009

Junior Systems Administrator

•Provided first level network administration support (created user accounts, assisted in file restores, maintained

passwords, increased user space and provided rights to some areas).

•Handled problem recognition, research, isolation, resolution and follow up for routine user problems, including

research and resolution for the more complex problems.

•Provided network administration for a fifty user network including troubleshooting problems associated with internet

and e mail connections, hardware, and software. Responsibilities included repairing those PC’s and Macs, procuring

parts and keeping an inventory of all hardware and software for the company.

Additional Experience:

United States Navy - Data Systems Technician


Comp TIA A+

Microsoft Certified Professional (MCP)

Fiber Optic Termination Certification

Cableway Certification

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