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Desktop Support Active Directory

New York City, NY
October 25, 2018

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Edward Cowan

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

Brooklyn, NY 11226

Tel: 347-***-****

Solution driven IT professional with more than 10 years experience providing prompt and client focus technical support to over 1200+ users. Excellent LAN/WAN desktop troubleshooting skills, with the ability to work unsupervised as well as, part of a team. Excellent written and verbal communication skills, a strong desire to take on new challenges and meet deadlines. A self -learner looking for an organization to make an impact with already acquired skills, to grow technically with possibility for advancement.


Active Health Management-Subsidiary firm of Aetna February 2016 till present.

Senior Support Analyst

Administered and maintained user accts in AD, NTFS file system, Citrix Zen-App environment.

Managed user security and distribution groups and setup access rights in all systems.

Managed user accts on all mobile devices using Air watch - Mobile device management (MDM).

New user account setup and termination using Active Directory, MS Exchange Console.

Provide end-user support for Windows clients, Macs, remote connectivity issues with cisco Any connect and Citrix.

Experience working with Service Now, JAMF/Casper Suite, SCCM, Office 365, Cisco Any Connect, DUO.

Managed clients’ access to SFTP accounts for secure transfers.

Provided remote support using Goverlan Remote, Teamviewer, SCCM, remote desktop and MS LYNC

Involved with Windows 10 testing and deployment.

Ability to manage multiple projects with minimal supervision.

Hands on support and troubleshooting basic laptop/Surface Pro issues for office and field staff, which include Outlook, network access, remote access and basic applications.

American Stock Transfer & Trust Company LLC June 2015 - January 2016

IT Support Specialist

All mobile device support with McAfee Secure Container and McAfee EMM security configuration.

Remote support with Citrix VPN connectivity issues using SCCM.

Experience working with BGP, PGP, and Bit locker encryption protocols

Support for all remote sites, troubleshooting and prompt resolution of VPN issues with Citrix client and McAfee Secure login, as well as RSA security token access issues.

Experience with PCOMM mainframe access issues, setup and configuration.

Installation and support of all in-house applications.

Citrix VDI desktop support, including new user setup using AD, adds, moves and change request.

Installation and support of ADM Open Text document management system.

RBC Capital Markets – New York, NY February 2015 –May 2015

Team Lead – Windows 7 deployment team

Responsible for PC imaging, migration, deployment, including application install and support using SCCM.

Experience using Service Now ticketing system.

NeOn – Subsidiary of FCB, New York, NY February 2012 – January 2015

Senior Technical Analyst

Responsible for managing and providing all technical support to over 200 users in a highly diversified and dynamic environment.

Worked with all departments to provide prompt resolutions to all IT related needs.

Supported all desktop technology and applications on both PCs/Macs.

Setup and support of all end-users mobile email access on Blackberry, Android and IPhones.

General Desktop support experience (Peripherals, connectivity issues etc)

Experience with Windows Server 2003/2008/2012,Active Directory and VPN networking.

Executive support with all technical issues, PCs\Macs, mobile device and A\V setup for clients meetings.

FCB, New York, NY

Technical Analyst March 2010 – Feb 2012

Handled and managed special projects and requests as designated by the management team.

Performed imaging of PCs’ using MDT (Microsoft Deployment Tools) with Windows 7 image and configuration with encryption using Bit locker.

Assisted with executive support, including A/V support and conference rooms setup using Tandberg, Polycom and Cisco systems.

Setup and supported remote users with VPN connectivity issues using Cisco and Juniper VPN.

New hire setup with Windows 7, profile setup and deployment making sure user has access to servers, email and printers.

Logged and tracked client issues using Remedy 7.2 ticketing management system.

Used Codian bridge to configure and setup A/V conference calls for executives.


Systems Technician June 2008-April 2009

Duties & Responsibilities:

Setup A/V audio video conferencing for senior executives using Tanberg and Polycom systems.

Resolved network hardware and VPN issues

Added users to appropriate groups in Active Directory.

Troubleshoot and resolved users’ WiFi, Citrix logon issues.

Worked to resolve issues remotely via Remote desktop or in-person.

Performed installation, troubleshooting, and resolution of all banking proprietary software.

Mapped and provided users access to shared network drives, including IBM terminal sessions.

Data recovery on shared network drives, and local drives.

Documented issues by creating and contributing technical content to case logs.

Remote access troubleshooting, USB token authentication VPN, including wireless access via Air-cards.

Buy4Now Inc, Long Island, NY September 2007-June 2008 Technical Support Analyst

Responsible for installing and configuring proprietary software for online e-grocery websites.

Configured and troubleshoot PPT 8080 handheld devices with Microsoft Active Sync.

Ran scripts to clear out stuck POS transactions from database for stores like Waldbaums.

Assisted with all clients issues from desktops, handhelds to POS (Point Of Sale) systems.

McGraw-Hill Publishing, New York, NY February 2006 - August 2007.

Desktop Support- Team lead (McGraw-Hill Companies) 1221 6th Avenue, New York.

Dispatched tickets, monitored tickets queue, and managed SLAs using Remedy ticketing system.

Created new user accounts using Novell Admin.

Imaged and configured laptops for new users with VPN access.

Assisted with reimaging and deploying of laptops for remote users in London and Hong Kong.

Managed Roll out of over 500+ users to Windows 2003 server environment.

Unisys Corporation, New York, NY February 2006- August 2007.

Desktop Support Technician -MTA (New York City Transit) 2 Broadway, New York.

Managed all Change Requests for CPM (Capital Management Group)

Performed adds, Moves and new installs.

Setup and configured new users with Novell client, Outlook email access and network printers.

Configured and troubleshoot all peripheral devices including scanners and network printers.

Siemens Business Services, Inc. New York, NY January 2005 - 2006.

Desktop Field Technician – On-site break-fix calls for Washington Mutual Financial Centers.

Performed new imaging installs of banking application software.

Troubleshoot and repaired all financial centers peripheral devices, including printers.

Prince Telecommunications, Inc., Brooklyn, New-York April 2004- January 2005

Cablevision field Technician. September 2001- Dec 2003

Performed installations of Voice, video and Internet access for subscribers including cabling.


Pilot Services, Atlanta, Georgia June 2001- September 2003

Network Engineer

Performed installs of routers, CSUs\DSUs to T1s and ISDN lines.

Ran Cisco IOS images and ensured connectivity for remote support.

Racked mount switches and routers, including cabling.


CompTia A+, Network + Certified, MCP Microsoft NT 4 Certified, Dell Certified Desktop & Portables, HP Certified Desktop & Notebooks, Completed training on Cisco CCNA and Microsoft MCSE 2008.

Associate Degree –Computer Information Systems (CIS) NYCCT

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