Eli Diniz

** ********** ******,

Revere, MA *****

617-***-**** ac731n@r.postjobfree.com

Skills:

Fluent in Portuguese, English, and Cape Verdean Creole

Proficient in Microsoft Office, including Word, Outlook, Power point and Excel

Able to assemble and repair computers, including the mouse, keyboard, and monitor

Work Experience:

MBTA Boston, MA

Helpdesk Analyst August 2017-November 2018

Add users to mailboxes using Active Directory or Exchange Admin Center

Provide 1st and 2nd level of support

Answer phone calls, create tickets and escalate tickets to the desktop support team

Use ServiceNow as a ticketing system

Remote into users computers using Bomgar Representative Console

Troubleshoot applications such as Microsoft office 2016, SSL VPN, Citrix, Adobe, Symantec Endpoint Encryption, etc.

Provide security for Network, Mainframe, TimeClock, Attendance, MCRS2

Share documents with users through MassDOT website Box.com

Use Active Directory to change exchange email address, reset password, creating new AD accounts, creating new shared folder, disable AD accounts and moving AD accounts

Image up to 5 desktops daily using Active@ Disk Image Professional 8.0.3

Install, uninstall and troubleshoot Office 365

Commonwealth of Massachusetts Quincy, MA

IT Operations Desktop / Server August 2016-May 2017

Respond and resolved tickets and incidents using ticketing system called CA

Maintained inventories updated of all EOHHS IT equipment

Installed and troubleshoot applications such as Microsoft office 2010, VPN Client, etc.

Assisted Telecom with movement of IP phones

Imaged 5 computers weekly for new hires using Windows 7 image.

Installed and moved computers weekly for users moving within the company

Managed IT projects such as moves, reimage computers, upgrade printers

Reviewed server event logs daily to ensure they are up to date and working properly

Worked close with Server team building and restoring servers as required

Configured and maintain backup and restore process to include swapping tapes, restoring files

Used active directory to unlock accounts, give users permissions

Upgraded and troubleshoot iPhones, Samsung and Blackberry

Worked closely with Helpdesk team resolving tickets in person, over the phone and remotely

Install, uninstall and troubleshoot Office 365

North Shore Medical Center Salem, MA

Desktop Support / Network Technicians (Entry Level) March 2016-June 2016

Performs 2nd tier support during normal business hours and after hours (when on-call)

Daily/weekly updating of service center case journal

Complete tasks as assigned via service center helpdesk support system

Customer follow-up relative to open tickets

PC deployment, hardware, OS, software installations and upgrades

Work closely with end-users, purchasing and facilities departments to define business problems, desktop needs of departments, solutions and provide more efficient support

Provide on-going support for desktop systems two weeks after delivery

Image 15 PCs weekly through Partners Windows 7 Enterprise X86 2015 Rev.2 windows deployment wizard

Complete 15 tickets weekly using Service Now Ticket System

Install Applications such as BreezeSuite, Sunquest, HRSD Lite, LMR Web ActiveX

Clarks Americas, Inc. Newton Upper Falls, MA

RDS Service Analyst November 2013-January 2016

Build and deployed new machines for new hires

Worked with team members to train new hires

Troubleshoot Konica printers and user personal printers

Troubleshoot programs such as Microsoft Office 2010, ShoreTel Communicator, ShoreTel265 phones, Adobe creative cloud applications, Oracle Client

Remoted into user’s machine using Dameware Mini Remote Control, Remote Desktop Connection and TeamViewer

Imaged machines with Windows 7 and Windows 10 through SCCM

Used the ticket system Axios Assyst

Used Active Directory to unlock accounts, reset passwords and add users to groups

Used SCCM Client Center to remove, install and repair programs

Worked closely with the Helpdesk team

Supported iPhones, iPads, Windows Phone and Androids

Install, uninstall and troubleshoot Office 365

Add MAC’s to domains, troubleshoot office

Wellington Management L.L.P Boston, MA

Desktop Support (Intern) January 2013-July 2013

Complete 10 tickets daily using Service Now ticket system

Re-image 5 PCs weekly from a set of rebuild CDs for new hires

Replace keyboards, mice, and monitors as needed

Install applications such as EV, Excel plugins, Avaya one-x communicator

Add new users to the network/domain

Troubleshoot company applications such as Citrix Virtual Desktop Agent, and PL/SQL

Deploy and setup Avaya phones

Responsible for filling out asset tracking forms for requesting equipment

Assisted with the Windows7 upgrade project

Education:

Year Up Boston, MA

Cisco IT Essentials Certification September 2012- July 2013

Technical Certificate, Information Technology

Dual enrollment at Cambridge College

Earned 18 college credits towards B.S., Business Management

Received Strive to Grow and Core Values awards

ITIL Foundation Newton Upper Falls, MA

Certification August 2015-August 2015

Volunteer Experience:

Ebenezer Church Dorchester, MA

Guitar Player January 2010-Present

Accompany solo performers and perform with a five-member band

Facilitate music selection with directors

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