Desktop Support Active Directory

Charles Muinde

* **** ******, **** ****** New Jersey 07052

Cell: 973-***-**** Email: ********@*****.***

OBJECTIVE: To obtain a position as a Desktop Support Technician with a progressive company, where I can utilize my extensive software, hardware and troubleshooting experience to provide the company with excellent IT support.

SUMMARY OF QUALIFICATIONS

Over 20 years of extensive technical experience in IT industry

• Highly skilled in providing support and monitoring several business’s IT resources

• In depth knowledge of providing troubleshooting services for both software and hardware issues

• Good rapport record of collaborating with co-workers to work as a team in finding quick resolutions to any technical issues

• Proficient in driving improvements in technology and work procedures

RELEVANT SKILLS

• Good knowledge of Microsoft Operating systems –Windows XP, Windows 7 and 10

• Good knowledge of basic VDI environments

• Knowledgeable of MPS printing in a Xerox environment

• Exceptional knowledge of Networking Protocols

• Skilled with Apple products, including iPhones, iPads and MAC laptops and desktops

• Good communication skills

• Knowledgeable in Remote tools Bomgar, RDP and Remote Assistance

• Knowledge of Active Directory

• Knowledgeable on Remedy BMC system that tracks procurement orders, services and problems of all hardware and software.

• Install, test, maintain and troubleshoot end user workstations, mobile devices and related hardware and software.

ACCOMPLISHMENTS

• Lead Desktop Support coordinator for several Business Continuation tests that involved building nearly 100 machines for several Business Units

• Configured company laptops with hard drive passwords and updated the Database to keep that information. All this was done in record time during core business hours.

• Participated in massive effort to upgrade the network from Token rings to Ethernet and OS upgrades in various Prudential company sites.

EMPLOYMENT HISTORY

DESKTOP SUPPORT SPECIALIST

Uni-Data Services LLC @ Prudential Financial Roseland, NJ

May 2005 – March 2018

• Install and upgrade computer hardware and software components

• Use Active Directory to administrate accounts and groups

• Develop and document technical processes using Remedy BMC and other tools

• Provide technical solutions and troubleshooting services on need basis

• Provide support for Managed Print services and Mobile devices

• Provide support to remote users

• provide backup support for Help Desk

• Provided VDI support including assignment, entitlements and connectivity

• Advise clients within BU in Procurement and good better IT practices to avoid downtime.

PC AND LAN SPECIALIST

Prudential Financial – Woodbridge, NJ

May 1997 – May 2005

• Assisted clients with technical issues, troubleshooting, installation and configuration of hardware and software.

• Recommend and applied solutions, including on-site repair for remote users

• Interacted with users to support software and hardware transitions

• Worked with Business Units in contacting Project Management related services

• Monitored and responded to phone and e-mail requests for technical support.

EDUCATION

Montclair State University

Bachelor of Science, Mathematics

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