Desktop Support Active Directory
Resume:
STEVEN CHOI
Whitestone, NY *****
Home: 718-***-**** • Cell: 917-***-**** • **************@*****.*** •
Desktop Support Specialist
Certified technical professional with a track record of innovation and success
Core Competencies:
Computer Maintenance
Deployment and Migrations
System Installation/Upgrades
Client Relationship Management
Technical Support
Hardware/Software
Problem Resolution / Troubleshooting
Technical Writing
Skills
Hardware:
Blackberry, Smartphone, Mac, PC, PALM, Thin Client (Virtual Workstation)
Phone Systems:
Avaya, Cisco (including the use of Cisco Call Manager), Mitel and Siemens
Operating Systems:
Microsoft Windows (including use of Active Directory, TCP/IP and SharePoint), DOS,
Novell Netware, MacOS, OS X
Imaging Tools:
Altiris, Acronis, Deploy Studio, Landesk, Norton Ghost, PowerQuest, WDS (Windows Deployment Services), Xserve
Remote Control Tools:
Altiris, Bomgar, CA Control IT, DameWare, LogMeInRescue, Microsoft Office Communicator, PC Anywhere, SMS, TeamViewer, Timbuktu, VNC
Client Remote Connection & Security Tools:
AT&T Global, Cisco VPN, Citrix Client, Google Authenticator, iPass, Okta Verify, SSO SAML, Mobile Device Management (MDM), RSA SecurID
Antivirus Programs:
Kapersky, McAfee, Norton, GFI Cloud, Trend Micro
Ticket Tracking Programs:
Altiris, CA PHD, HelpTrac, Jira, Magic, McAfee Helpdesk, Numara Footprints, Peregrine, Remedy, Zendesk
Applications
Microsoft Office, Google Suite
Experience / Work History
Information Technology Consultant (temping) December 2017 – February 2018
Access Staffing New York, NY
Tasks Include:
Render PC technical support - including Thin Client, via phone, remote access, email and on site.
Prepare new PCs for deployment.
Work with third level support on server issues.
Manage new account creations and deactivations.
New hire setups.
Carry out computer equipment moves.
Coordinate equipment repairs with vendors.
Desktop Support Consultant (contract) August 2015 – June 2017
Medidata Solutions New York, NY
Tasks Included:
Tech Bar duty.
Troubleshot hardware and software issues.
Imaged and configured computers (PC and Mac), for upgrades and migration, including Windows 7 to Windows 10 and OS X Yosemite to Mac OS Sierra.
Carried out computer equipment moves.
Coordinated computer repairs with vendors.
Computer administration which included password reset, AD account creation, unlocking AD accounts, software and application setups.
Supported Cisco phone system.
Coordinated new hire setups
Helpdesk support including monitoring tickets and escalation.
Worked with network and third level support.
Tested A/V equipment used in conference rooms.
Key Accomplishment:
Coached, trained, and organized new hire setup and troubleshooting techniques.
Collaborated with IT team to rollout Windows 10 and MacOS Sierra.
Microsoft Office 365 rollout.
Desktop Support Consultant (temping) May 2015 – July 2015
The Jewish Board of Family and Children’s Services New York, NY
Tasks Included:
Site survey on equipment in multiple branch offices.
Imaged and configured new computers for deployment.
Supported virtual workstations using Citrix.
Carried out PC equipment moves.
Troubleshot hardware and software issues.
Acted as liaison between users and helpdesk agents.
Key Accomplishment:
Championed the launch of new computer systems that helped increased employee productivity.
Desktop Support Consultant (temping) April 2013 – March 2014
Fidessa Corporation New York, NY
Tasks Included:
Troubleshot all non-functioning PC hardware and software, including virus and malware issues.
Coordinated PC repairs with vendors.
Imaged and setup PCs including upgrades and migration.
Resolved corporate user logins by resetting password and unlocking accounts within Active Directory.
Logged and escalated trouble tickets using Numara Footprints.
Carried out PC equipment moves.
Supported proprietary application by working with software developers.
Setup computers and visual and audio equipment in conference rooms.
Desktop Support Consultant (contract) July 2012 – March 2013
Jewish Guild Healthcare New York, NY
Tasks Included:
Supported proprietary application by working with software developers.
Carried out PC equipment moves.
Logged and escalated trouble tickets using Microsoft Access.
Resolved corporate user logins by resetting password and unlocking accounts within Active Directory.
Troubleshot all non-functioning PC hardware and software, including virus and malware issues.
Coordinated PC repairs with vendors.
Imaged and setup PCs including upgrades and migration.
Setup computers and visual and audio equipment in conference rooms.
Desktop / Helpdesk Support Technician (perm full time) April 2008 – May 2012
Forex Direct Dealer (FXDD) New York, NY
Tasks included:
Troubleshot and fixed all non-functioning PC hardware and software, including virus and malware issues.
Installed new PC hardware and software.
Resolved corporate user logins by resetting password and unlocking accounts within Active Directory.
Assisted customers in installing and troubleshooting various trading platforms, including Metatrader.
Performed testing on proprietary trading platforms.
Carried out moves, tune ups and maintenance on all corporate PCs.
Logged and escalated trouble tickets.
Setup computers with visual and audio equipment in conference rooms.
Key Accomplishment:
Recognized for writing company technical documents.
Desktop Support Consultant (temping) July 2006 – March 2008
Clients and Projects included: New York, NY
Merrill Lynch, Inc. – Desktop Upgrade Rollout Support
FOJP Services, Inc. – Desktop Support (during organization restructuring)
OMD Advertising, Inc. – Desktop and Laptop Break-Fixes (during organization restructuring)
MRU Holdings, Inc. – Desktop Support and Moves (during moves transitioning)
Tasks Included:
Performed equipment moves and new hire setups using Altiris, Active Directory, SharePoint and Cisco Call Manager.
Supported remotely (via Altiris and DameWare) and on site on all computer related issues, including break fixes.
Resolved corporate user logins by resetting password and unlocking accounts within Active Directory.
Setup client security and remote connection using Cisco VPN, iPass and AT&T Global, RSA SecurID.
Supported Cisco phone system.
Logged and escalated trouble tickets (Altiris, HelpTrac and Remedy Ticketing System).
Performed migration by upgrading software and hardware with some Virtual Workstation support (Thin Client).
Imaged PCs using Norton Ghost and Altiris.
Time Warner (perm full time) May 2004 – July 2006
Divisions included: New York, NY
CNN Turner Broadcasting – Desktop Support / News TV Broadcasting Technician
America Online – Desktop Support / Telecom Technician
Tasks included:
Coordinated new hire setups, equipment moves, upgrades, rollouts, and managed inventory.
Imaged computers using the tools Altiris, PowerQuest and Xserve with Windows XP on PCs and OS X on Macs.
Setup Siemens and Avaya phones via hardware and software.
Setup / troubleshot PCs, Macs, Blackberries, PDAs (PALM), HP and Lexmark printers.
Remotely supported PCs via the tool Dameware; resolved networking issue including the use of TCP/IP; updated Remedy tickets.
Resolved virus and spyware issues which included the use of Norton and McAfee antivirus.
Setup / troubleshot wireless networking on laptops involving the use of CITRIX client, Cisco VPN, iPass and RSA SecurID.
Resolved security issues such as unlocking accounts, resetting passwords and setting permissions.
Supported Microsoft Office.
Setup WebCast and voice conferencing.
Education
Bachelor of Arts
Queens College of the City University of New York Major: Computer Science
Continuing Adult Education: Micro Computer Programming
Additional courses, seminars and workshops include:
Curriculm: Computer Hardware / A+ Preparation, @ Computer Career Center
Curriculum: A+ / Network+, @ The Training Camp
Curriculum: Computer Programming Using C & UNIX, @ New York University
Certification
CompTia A+, Network+
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