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Desktop Support Service

Brooklyn, NY
October 22, 2018

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I am an enthusiastic and very professional individual, who enjoys being part of, as well as leading, a successful and productive team. I am quick to grasp new ideas and concepts, and to develop innovative and creative solutions to problems. I am able to work well on my own initiative and can demonstrate the high levels of motivation required to meet the tightest of deadlines. Even under significant pressure, I possess a strong ability to perform effectively.


System Administrator Brookdale Hospital - Brooklyn, NY 1/2016-Present

Perform daily system monitoring using Solarwinds, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups

Create, change, and delete user accounts per request.

Provide Tier III/other escalations per request from Upper Management and Additional IT Teams in Hospital. Investigate and troubleshoot issues related to EMR/HIS

Maintain data center environmental and monitoring equipment.

Perform ongoing performance tuning, hardware upgrades, Configure CPU, memory, disk partitions and resource optimizations as required on end-user devices/ servers as required.

Monitor Active Directory environment for 3500 users including domain controller maintenance/upgrades, DHCP, DNS, GPOs.

Develop application documentation for installation, configuration and support of applications.

Install and Support of 300+ servers throughout the organization.

Desktop Support Team Lead Brookdale Hospital/ VTS - Brooklyn,NY 6/2015 – 1/2016

Lead the planning and implementation of onsite maintenance, support, sustainment, backup, and recovery efforts

Coordinate with the Program Manager and an offsite development team to help translate captured requirements, workflows, and observations into actionable change requests for development

Assume ownership of incidents and requests escalated by Service Desk Specialists

Develop new processes, procedures, policies and metrics to improve department efficiency

Participate in daily reporting requirements to team and management as well as function as the team “GO-TO” for any operational questions and support

Instruct, correct, and train/mentor the Desktop team in the proper performance of the standard operating procedures

Helpdesk Analyst/Field Technician Brookdale Hospital/ VTS - Brooklyn, NY 12/2013 – 6/2015

Use various tools and on-line resources to provide customer resolutions

Provide telephone and onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed to the Hospital staff in accordance to the established Service Level Agreements (SLA)

Assess the need for and implemented performance upgrades to PC peripherals, including the installation of CPUs, I/O and NIC cards, hard disks, SATA cables, hard drives, RAM, memory chips, and so on.

Troubleshoot issues as 1st & 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues.

Coordinate with other support teams and professionals to escalate significant incidents and service requests

PC Tech(TDR tester for Epic) Brookdale Hospital/Staff IT - Brooklyn, NY 8/2013-12/2013

Tested Devices for Citrix & Epic Application

Made sure that Device was good to GO-LIVE

Identified Cause of failure and Escalated issues accordingly

Made sure Printers were assigned appropriately and to the right trays

Made Sure Scanners were working fine for the Front Desk with Epic application

Ensured that LWS record was matching PC name and not CLISUP

Renamed all PC’s to proper naming convention for EPIC

Tier 1 Technician Nonprofit Solutions Network Corporation - New York, NY 12/2012-8/2013

Provided client support and technical issue resolution via E-Mail, phone and other electronic medium.

Provided training to clients in the use of system and applications as related to Internet.

Recognized problems, researched solutions, isolated issues and provided follow-up steps.

Interacted with network services, software systems engineering, and applications to restore service and identify and correct core problems.

Assisted in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction.

Acquired and maintained current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.

Service Desk Tech Fee Queens Borough Community College - Bayside NY 4/2012-10/2012

Diagnose and resolve end-user network or local printer problems, PC hardware problems and

Mainframe, e-mail, Internet, dial-in, and local-area network access problems

Perform minor desktop hardware repair for PC computer equipment and peripherals that are not

covered by third-party vendor maintenance agreements

Helps install local area network cabling systems and equipment such as network interface cards,

Hubs and switches

Provide one-on-one end-user problem resolution over the phone for PC and supported software

Desktop Installation Technician ITS-NSLIJHS - Long Island, NY 1/2011 - 6/2011

Issued desktop hardware and software quotes that meet the customer's needs and are compliant with department standards and policy

Supported selected vendor hardware and software products used to support desktop configuration and management

Obtained reports from the desktop management software and asset management systems

Updated asset management system to correctly record the status of desktop hardware and software

Communicated with system customers to identify, explain, and resolve issues

Desk Side Support (Contract Position) Thomson Reuters – New York, NY 12/2010- 1/2011

Performed hardware break-fix, software problem call, installations, moves, adds, changes, and other duties as assigned.

Investigated and resolved software related issues at the End-Users desk

Achieved service level commitments for problem and service request management at an individual and team level for PC/LAN and Telecom at all sites supported

Ensured all problems and service requests are tracked via problem management system and cases are updated with detailed activity and resolution on a consistent basis

Desktop Support Technician (Contract Position) Proskauer Rose – New York, NY 10/2010- 12/2010

Assisted in monitor upgrades for attorneys, legal secretaries and assorted staff and performed end user support

Performed PC and printer deployment for fall associates

Responsible for troubleshooting and resolving various PC issues

Desktop Support Technician (Contract Position) AIG – New York, NY 8/2010-10/2010

Maintained user security accounts for window 2003 including desktop configuration, network connectivity, network access issues and printer connectivity.

Managed LAN/WAN installation and arrangement for network PC performing connectivity, system setup, daily backup, network virus inoculation, hardware and software trouble shooting Etc.

Loaded new or update software and systems on existing equipment

Performed data conversions and repairs of customer data in order to meet specified program requirements.

Configured dual monitors, upgraded PC by installing larger hard drives and RAM

Imaged user machines by using Norton’s ghost

Desktop Support Technician (Contract Position) NSS/American Express - New York, NY 6/2010-8/2010

Served as liaison between customers and your company, and provide feedback about customer needs

Assisted staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.

Educated users on hardware and software procedures

Interacted with numerous computer platforms in a multi-layered client server environment

Configured Lotus Notes for users and provided end user support as needed

Field Service Technician Unisys - New York, NY 4/09-5/10

Guided responsibilities for installing maintaining and repairing Dell, Gateway Lenovo and Panasonic systems which includes hardware and networking products as well as operating systems

Ensured Customer Satisfaction by advising customers on preventative maintenance and configurations which may impact product performance

Provide Technical support to other field service technicians in the field

Provide in depth troubleshooting via phone with customers in the field.

Computer Technician Computer Professor - Queens, NY 11/08-4/09

Troubleshoot problems with computer systems,including troubleshooting hardware and software, email, network and peripheral equipment problems; makes repairs and corrections where required

Acted as a technical resource in assisting users to resolve problems with equipment and data: staffs a centralized help desk to facilitate exchange of information and advice: implements solutions or notifies outsource providers as required

Installed, configured and upgraded operating systems and software, using standard business and administrative packages ;may modify specific applications for use in operational departments.


Education & Certifications

DCSE Certification Dell Certified Systems Expert 04/09

CompTIA A+ Certified 1/09

CompTIA A+ Certification Course Per Scholas Institute for Technology, Bronx, NY 10/08-1/09

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