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Desktop Support Active Directory

New York City, NY
October 24, 2018

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Roderick Fecker

Technical Support

Brooklyn, NY *1207


Work Experience

Desktop Support Lead

Excell - New York, NY

October 2018 to Present

• Unpacks appropriate CPU, hardware and software and then installs Windows 10

• Tests configured systems for appropriate functioning and troubleshoots for any errors found

• Completes all required documentation of installation, including quality assurance sheet to ensure accurate billing with respect to warranty contract, proper processing of defective products and timely vendor returns and reimbursements

• Follows customer personal computer system hardware and software specifications based on instructions supplied

• Complies with departmental training certification requirements

• Active directory SCCM, HP open view

• Close and edit tickets

• Troubleshoots malfunctioning units using efficient problem solving techniques and departmental procedures

• Researches hardware and software literature to keep abreast on new product / service developments and announcements

• Lead a team of 3

Technical Support

Aon - New York, NY

February 2017 to February 2018

• Builds of new hire PCs and upgraded PCs

• Work vendors such as HP, Cannon and Lenovo services

• Remote support

• Work on troubleshooting and imaging Windows 10

• Basic PC and peripheral repairs; refresh of laptop loaners with tracking

• builds of basic laptops;

• Inventory of computers and supplies on a daily basis

• Moves from desk to desk office to office

• Incident ticket processes; Responds to assigned tickets thru service now ticketing system within a short time span ;

• Participate in Meetings on new product process

• Basic printer troubleshooting hp and cannon;

• Basic network connectivity troubleshooting;

• Basic software installation colleague programs also Adobe, Citrix etc

• Follows standard operating processes for routine situations and asks for guidance in new or unusual situations;

• Follows unit procedures for attendance and accurate time reporting;

• Basic setup and support for Audio Video / Video conference needs

• Effective issue escalation to level 3 groups

• Active directory and VPN

• End user training& onboarding

• Mac and Apple support

• Printer support change fuser paper jams and reset of printer getting stuck Desktop Support Specialist

Fidelity Compucom - Jersey City, NJ

January 2016 to June 2016

Desktop Support

• Image and deploy new and old users computers/laptops, install workstations

• Deploy to 330 users new personalized computer due to the refresh as a team member

• Lenovo brand thin client and laptops

• Use SharePoint and Remote Desktop to transfer programs and Patches

• Troubleshoot and Replace broken peripherals

• Solving problems with new system as they arise

• Active directory to manage users and permission

• AV conference room support

• Printer support change fuser paper jams and reset of printer getting stuck Sales UE Boom

Logitech Best Buy - Brooklyn, NY

October 2015 to January 2016

• Drive sales for UE products

• Demonstrate and answer questions on products

• Attend weekly webinar meetings

Office Assistant

Monitor - New York, NY

June 2014 to March 2015

Monitor- Office Support

• Performed clerical work maintaining files operating office fax and copier

• Entered data into databases using Word, Outlook and Excel

• Participated in group discussions and planning

• Distributed Mail between different departments and buildings Desktop Support Intern

Department of Probation - New York, NY

September 2012 to February 2013

• Installation of computer Software and software for new and current employees

• Assisted users with issues on a daily basis using remedy ticketing and remote desktop

• Trained employees on how to use new programs

• Connected computers to network and Printers

Network Support Intern

Department of Information and Telecommunications - Brooklyn, NY February 2011 to September 2011

• Provided Helpdesk for staff password recovery

• Maintained the inventory for department equipment on excel spreadsheet

• Help install rollout of new software and windows

• Solved technical issues through use of remedy ticketing and Active Directory Education

Network + certification

Brooklyn Adult Learning Center

February 2018 to June 2018


New York City College of Technology - Brooklyn, NY January 2014


ACTIVE DIRECTORY, EXCEL, OUTLOOK, WORD, WINDOWS 10, Service Desk, Desktop Support, Tech Support

Additional Information


• Knowledge of Oracle, VM ware, Windows Server 2008, Active Directory

• Proficient in Microsoft Word, Excel, PowerPoint, Outlook &Visual Basic

• Windows XP, Windows 7, Windows 8 & Windows 10

• SQL, TCP/IP, WAN, Dropbox, Cloud support

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