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Desktop Support Engineer

Wolcott, Connecticut, United States
November 20, 2018

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Richard Bourassa Team Lead Operations Desktop Support

Design Technology Infrastructure

(Cell) 203-***-**** (Home) 203-***-**** 9 Farrell St. Wolcott, CT 06716

Accomplished and innovative IT leader with extensive experience in desktop support management within large enterprise organizations. Analytical professional skilled in successfully directing support teams, allowing user to obtain optimum utilization of workstations. Results-driven strategist with a proven record of accomplishment of developing, deploying, and evaluating systems, improving quality and efficiency. Dynamic communicator adept at building and strengthening relationships across functions to drive cohesive operations.

Areas of Expertise

Technical Leadership

Configuration Management

Security Management

Process Improvement

Statistical Process Control

Helpdesk Management

ITIL Fundamentals

Methodology & Process Creation

IT Operations Support

Experience & Notable Contributions

CARTUS INC. Danbury, CT 2005 - 2018

The trusted leader in corporate relocation services, providing global mobility solutions to organizations of all sizes.

Desktop Operations Lead, Design Engineer

Oversee international and regional desktop teams. Collaborate with vendors on upcoming design projects. Manage testing and proof of concept (POC) of experimental projects. Provide advanced tier three resolutions for complex technical issues. Manage resource time to optimize results of desktop and project resources. Administer all hardware and software provisioning. Direct all desktop and laptop software installs, and approve desktop projects, hardware, and software. Evaluate security designs for all computers and users. Design group policies and approve changes. Oversee all technical aspects of desktop projects.

Key Accomplishments:

Designed and implemented SCCM 2012 (v1710) imaging hands free.

Improved efficiency by migrating 3,400 desktops from Vista to Windows 7/10.

Developed complete image process using a USB flash drive for remote regions.

Packaging and Patching through SCCM processes.

Software on demand using application catalog across all desktops.

Complete enterprise windows desktop migrations solutions for (XP- Vista - Win7 - Windows 10).

Identified and implemented a cost-effective solution preventing the need to return systems because of corrupt domain profiles in the WAHU arena.

VMware desktop solution for offshore developers and work from home users.

Created any time internet or client VMware access to VDI desktops, removing the need of terminal servers and VPN access.


Provide support and assistance to the manager in meeting the key objectives of the End User support team as well as the objectives of our business partners, including but not limited to, managing workload, call volume, providing excellent customer service as well as providing technical leadership to end user support technicians.

Leads and motivates others to obtain team and department goals.

Develops team members to improve team and individual skills.

Available to the team members for questions, feedback and answers.

Provide support to remote sites via remote control tools as well as provide in home support when requested.

Create and maintain automated utilities and processes including PC build automation and costumer facing request systems.

Manages workload and ensures the most effective and efficient service and in accordance with existing policies and procedures.

Acts as the technical lead for the team in resolving issues.

Monitors service levels to ensure quality and productivity standards.

Monitors the follow up process and gives monthly one on one feedback with team members.

Identifies opportunities for continual process improvement - monthly meetings with team and consistent visibility on the floor will increase the chance of the team leader identifying opportunities for process improvements.

Provides back up support for the team when required.

Provide training for the team with focus on continuous improvement and development.

Attends weekly/monthly department meetings.

Analyze customer satisfaction data.

Effectively communicates updates in processes & procedures to team and ensure timely updates to documentation.

Displays effective oral, written and interpersonal communication skills. Is capable of interacting with all levels of Business associates.

Displays strong organizational skills with the ability to prioritize and multi-task.

E-SYNC NETWORKS, LLC Danbury, CT 2004 – 2005 (Contract)

A leading Managed Enterprise Service Provider (MESP), delivering messaging network and infrastructure solutions.

Windows XP Design and Migration Specialist

Designed images on remote installation services (RIS) servers. Installed and managed security software. Conducted tests on business applications for the SMS installation process. Set script files for security. Executed discovery of desktop configuration for migration. Authored process papers on deployment and migration of data. Trained desktop support team on installation and migrations processes.

Key Accomplishments:

Accelerated productivity by creating automated script files for data copy of user information.

Designed and implemented the first imaging hands-free rollout using RIS servers.

TRAVELERS INSURANCE Hartford, CT 2003 – 2004 (Contract)

One of the nation’s largest property casualty companies, with more than 30,000 employees.

Systems Engineer

Supported multiple complex infrastructures. Ensured system configurations complied with security policies and audit reporting standards. Identified business requirements and advised service improvements. Implemented security on servers, patches, upgrades, and group policy. Installed a terminal server for remote user access, and IIS server applications for web access.

Key Accomplishments:

Performed complete data center server construction for the relocating of Travelers Insurance LOB breakaway.

Conducted backup of outlined data using VB scripts and Robot coping software.

Education & Certifications

Business Courses


Microsoft Certified Systems Administrator (MCSA), Windows 2003

Microsoft Certified Systems Administrator (MCSA), Windows Vista

Microsoft System Center Configuration Manager (SCCM) 2012

Microsoft Certified System Engineer (MCSE)

VMware Horizon 7 and VMware View 6.2 Certified Training, ONLC Training Centers

Certified Leadership Training, Cartus Inc.

Technological Skills

Desktop and Laptops: HP, IBM, and Dell

Servers: Compaq, IBM, Dell, and HP

Military Service

US Army, Honorable Discharge

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