Desktop Support Customer Service
Resume:
Eli Diniz
Revere, MA *****
617-***-**** **********@*******.***
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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