Computer Support PC Specialist Desktop Support Help Desk Windows Mac

XANDER LAGO **********@*****.*** 646-***-****

TECHNOLOGY PROFILE

Linux+, Network+, and A+ certified Senior IT Support Engineer. Liaison to key campus departments and labs. Strengths in remote and onsite breakfix. Outstanding customer service, system security, and advanced desktop and application support in Linux, Windows and Mac systems.

Self-directed troubleshooter with proven skills providing comprehensive high quality triage support to Nobel Prize Laureates, departments, faculty, and students of all user-levels with expediency and courtesy.

Focused methodical diagnostic thinker who is able to pinpoint problems and strategize a course of action alone or as part of a team. Willing to share information for improved customer service delivery and readily learns new technology with initiative to expand knowledge for optimum growth and organization performance.

TECHNICAL SKILLS & CERTIFICATIONS

OS/Apps/Mobile: Win 7/8/10, Win Server ‘08/’12, Mac OS X, Linux, MS Office 16, Outlook, Android, iOS

Remote/DiskImages/Other: JAMF, Casper, Ghost, Acronis, VNC, Vmware, Remote Desktop, SCCM

Citrix, Symantec, Active Directory, VPN, GoToMeeting, WebEx, LANDesk, Exchange, AirWatch

Certifications: LPIC-1, Linux+, SUSE CLA, Network+, A+

PROFESSIONAL EXPERIENCE

Insight Global @NYU Langone Health New York, NY

Senior Desktop Support Consultant 04/2017 – 11/2017

Responsible for the implementation, installation, maintenance and support of End User Infrastructure support equipment, software and connectivity for PDAs, PCs, Macs, printers, LAN, AV, video conferencing, and phones. Implemented known solutions to software and hardware problems and performed troubleshooting and breakfix. Provided phone and on-site Tier 2 assistance to users (problem identification, instruction, and resolution of problems) and escalated to Tier 3 if necessary. Performed diagnostic checks on computers to maintain machine capabilities and kept virus free.

Assisted and participated in implementing and planning small projects or projects that were specific to assigned departments. Involved in the installation, testing, evaluating, rollout, and/or upgrade of new software, hardware, systems and servers.

Communicated technical terms, policies, and difficult messages to users in a service oriented fashion. Provided 1-on-1 instructions/training/guidance to users and help desk on use of hardware/software and standard procedures. Provided exemplary customer service across all levels of the organization; embracing a never-say-no attitude when addressing customer issues.

Resolved tickets escalated by Help Desk using remote support tools or in person at desktop site using mobile tools and devices. Responsible for publishing ticket updates to self-service interface in order to keep end-users apprised of the status of their requests, and used established technology for notifying all users of ticket ownership and contact information. Closed tickets in a timely manner while striving to reduce the mean time to resolve each issue.

Participated with the creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation. Monitored the assigned desktop queue in the Front Range ticket system. Logged real time written journal entries documenting actions taken on all ticket requests. Closed tickets within established service levels. Demonstrated compliance with all responsibilities and administrative tasks including Innotas, timely journal entries, and the use of standard email templates, etc.

Columbia University, International Research Institute for Climate and Society Palisades, NY

IT Support Engineer 01/2015 – 06/2016

Provided hardware/software support for IRI climate researchers on Mac, Windows 10 & 7 and Linux, servers, desktop and laptops including installation of new hardware/software. Monitored system updates, maintained Linux user accounts and supported high performance computing and storage environment under CentOS and RedHat.

Built, configured and maintained OpenVPN server and Bacula backup server. Linux CentOS server support for various services: DNS, NIS, Samba, LDAP, NFS. Experienced in automation and testing using Bash Shell Scripting.

Monitored, diagnosed and implemented solutions of Linux infrastructure and services. Maintained and tested IRI website and maintained inventory control of hardware/software assets including licensing, insurance and maintenance contracts. Provided on call support. Setup and managed GoToMeeting and Skype video conference calls.

The Rockefeller University New York, NY

Computer Support Specialist 07/2004 – 01/2015

Point of contact for assigned labs and departments to create custom solutions for special needs and applications. Trained incoming consultants, performed desktop PC and mobile device support and analyzed and designed computer systems.

Break-fixed hardware/software, network applications and resources, email, research databases, internet, VPN, remote and campus network access. Resolved emergencies with sensitivity to deadlines in support of scientific research. Performed backups and inventories of hardware/software; ordered, replaced or upgraded if needed.

Administered, secured, and maintained lab and department LANs and diagnosed causes of system failures, malfunctions, and connectivity issues ensuring highest operating efficiencies and reliability.

CTI TEKSource @Rockefeller University New York, NY

Desktop Support and Help Desk Consultant 06/2003– 07/2004

Led team of fifteen through major campus virus outbreak emergency. Successfully analyzed and removed viruses from campus servers and workstations, installed system updates, security patches, services packs, and virus updates.

Accurately and successfully diagnosed and resolved software/hardware issues for entire graduate research university community using Remedy Action Request for documenting and tracking.

Relocated and validated 1500 PCs, peripherals, IP phones, faxes and printers. Configured/mapped network printers, provided documentation, and addressed or resolved issues in-person and/or via phone help desk using Remedy.

C3i Inc. New York, NY

Help Desk/Network Technician 06/1998 – 12/2002

Supported 5000+ pharmaceutical sales reps nationwide by phone maintaining 90% resolution for issues using Siebel. Troubleshot MS Office, email, repaired, upgraded and quality checked laptops, software installs, network and VPN.

Assisted with server room relocation projects, rack re-cabling, switch patching, and server monitoring. Created local intranet reference library used for troubleshooting.

Installed and maintained LAN for client national sales meetings, training, and rollouts.

Troubleshot, upgraded systems and quality checked laptops as needed.

EDUCATION

CUNY/New York City College of Technology

Bachelor’s Degree, Honors, Magna Cum Laude, Computer Systems

Associate’s Degree, Honors, Phi Beta Kappa, Computer Science

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