Desktop Support Engineer

Gerald J Horn

Lindenhurst, NY ***** 631-***-****

********@***.***

www.linkedin.com/in/gjhorn2018

SUMMARY

I am an experienced and knowledgeable Information Technology professional seeking to contribute my training and acquired skills within a Desktop Support Engineer role. I work well independently as well as in group settings where I am skilled at contributing to the team. I am adept at providing all facets of computer support such as troubleshooting, installations, and maintenance. I also possess in-depth knowledge of numerous software packages and operating systems and have a keen understanding of how they interact with other systems. My previous Systems Specialist position enhanced my skills with providing end-user support and I remain calm in difficult situations. Additionally, my training equipped me to easily identify and resolve broad-based technical issues and concerns regarding the latest advancements. I also possess excellent communication and presentation skills.

DESKTOP SUPPORT ENGINEER

Desktop support engineer with strong experience in Windows and Mac OS X platforms. Effectively plan, install, configure and optimize IT infrastructures to achieve performance.

Proven ability to create and deliver solutions tied to business growth, organizational development and systems/network optimization. Skilled problem identifier and troubleshooter comfortable managing systems, projects and teams in a range of IT environments.

Highlights of IT Skills

AD Administration

Technical Support

Desktop Patches & Updates

Mobile device management and support

Systems Installation, Configuration & Upgrading

Service-Now ticketing system

Workflow Planning

Security Solutions

Training & Mentoring

Productivity Improvement

LANDesk Management Suite

Apple Deployment Systems

PROFESSIONAL EXPERIENCE

UBM plc New York, NY 2001 to 2018

Desktop Support Engineer (2015 to 2018)

Sr. Systems Specialist (2000 to 2015)

A full-time desktop support engineer supporting and maintaining a 1500+ mixed computer environment (Windows/Mac), ensuring 99.9% or better uptime. Evaluate, monitor and enhance IT desktop infrastructure with an emphasis on reliability, security, data confidentiality and system integrity.

Key Contributions:

Reengineered company’s systems setup, establishing automated server generation routines, optimizing system performance, installing upgrades/patches, establishing system monitoring and maintaining security protocols.

Responsible for all OS and Software packaging, testing and deployment to endpoints.

Design, create, and maintain stable and efficient endpoint images/builds.

Ensured that all desktop hardware, operating systems, software and procedures aligned with organizational standards and strategic business plan.

Work with the IT Manager to build and execute the vision and strategy for the endpoint environment, including emerging technology, new technical solutions, software and hardware roadmaps, etc.

Contribute to major technical projects, and lead or contribute to small-medium technical projects, as assigned.

Increased team productivity and automated repetitive tasks by using batch files, PowerShell, VBScript, WMI and Unix scripting for Mac support.

Acted as escalation point for troubleshooting advanced desktop issues; consistently earned 100% issue-resolution scores by providing excellent service to internal and external customers.

Trained colleagues in service desk and desktop teams in systems management, mobile device management including log-in procedures, management software operation, permissions, security and use of software.

Configured and set up a Mac Mini server in 5 main offices for handling Apple diagnostics for all Apple laptop computers company-wide.

Handled MDM administration for mobile devices.

Handled all Adobe licensing administration for entire corporation.

CMP Media Inc. Manhasset, NY 1997 to 2000

Systems Specialist / Systems Coordinator

A full-time Systems Specialist /Systems Coordinator supporting and maintaining an 800+ mixed computer environment (Windows/Mac), ensuring 99.9% or better uptime. Evaluate, monitor and enhance IT desktop infrastructure with an emphasis on reliability, security, data confidentiality and system integrity.

Key Contributions:

Design, create, and maintain stable and efficient endpoint images/builds.

Ensured that all desktop hardware, operating systems, software and procedures aligned with organizational standards and strategic business plan.

Work with the IT Manager to build and execute the vision and strategy for the endpoint environment, including emerging technology, new technical solutions, and software and hardware roadmaps.

Contribute to major technical projects, and lead or contribute to small-medium technical projects, as assigned.

Built and designed publishing workflow and capacity system.

Handled publishing workflow troubleshooting and administration.

Designed and implemented a font management system.

Configured and set up a Mac Mini server in 5 main offices for handling Apple diagnostics for all Mac laptop computers company-wide.

Additional IT Experience

Excelled in early IT career, advancing through increasingly responsible roles including:

Linotype-Hell Hauppauge, NY Support 1984 – 1997

Education & Training

HDI Support Center Team Lead – August 2009

HDI Desktop Support Technician – November 2008

Mac OS X Administration and Integration v10.2 December 2003

Apple Certified Desktop Technician March 2007

Apple Certified Portable Technician April 2007

Information Technology Project Management September 2005

Polytechnic Institute at New York University New York, NY

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