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Desktop Support Engineer

Thomaston, Connecticut, United States
November 28, 2018

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David Mc Nulty

Thomaston, CT, *****

203-***-**** Cell


Proven I.T. professional with experience in corporate & global environments as well as established operations in organization, computer networking and problem solving to provide exceptional user support and assistance in troubleshooting any I.T. related conflict. Have the capability to perform multiple duties and shift priorities. Strong verbal and written communication skills, highly committed to the workplace with excellent interpersonal skills.


RKL & Associates, Winsted, CT October 2018 to Present

Senior Support Analyst

•Managed Service Provider

•Windows Server, Office 365 migration and support

•Routers, Firewalls, Switches, Wireless

•Backup and Disaster Recovery

•Working with our Clients to support their infrastructure

•Triage,_ Identify, document and troubleshoot technical _issues to resolution while maintaining customer satisfaction

•Working to complete projects implementing and migrating our customers to the latest in hardware and software solutions.

•The Ideal Candidate must possess the following abilities:

•Identify opportunities that will help our clients maximize the use of technology to achieve their business goals.

•Develop and maintain relationships with customers that further enhance RKL’s positive reputation and find ways to grow RKL

•Maintain professionalism at all times. In appearance, attitude and in as a representative of a great company

•Excellent written and verbal communication skills required

•Participate in ongoing training and attainment of various manufacturer and software certifications

•Develop personal skills to work efficiently, both individually and as a member of the RKL team

Encompass, Stamford, CT August 2017 to August 2018

Digital Media Operations Engineer

• Provide Live Operations Management and events Support.

• Provide Technical Support for all aspects of Digital Media and Live Streaming programming and events.

• Provide Operational and technical support for Live streaming programming and events.

• Feed/Stream Troubleshooting and Triage, including incident Manager.

• Provide resolution to a wide range of technical issues with time-sensitive results, including alerts investigation and escalation.

• Provide on-call support on a flexible schedule, including Fulfillment of scheduled orders.

• Processing Content request and Request for Maintenance forms using (MS Excel / Word).

• Open and track trouble tickets with Internet service providers.

• Understanding of FTP/TFTP, accelerated file-transport platforms (Aspera, Signiant).

• Documentation of Standard Operating Procedure/Knowledgebase.

• Monitoring of on-air networks and signals.

• Other Digital Media and Broadcast duties as assigned.

Encompass, Stamford, CT

Digital Media Network Engineer February 2016 to August 2017

• Provide technical support for all Digital Media Networks, Systems and Services.

• Provide technical support for all aspects of Digital Media Live streaming, Events and VOD platform.

• Provide resolution to a wide range of technical issues with time-sensitive results.

• Provide 24x7 technical on-call support, remote or onsite with flexible work schedule.

• Monitor System and Network Alerts, including Client’s support e-mail group.

• Processing Content request and Request for Maintenance forms using (MS Excel / Word).

• Open and track trouble tickets with Internet service providers, including dedicated fiber carriers.

• Management of Cisco Firewall, Switches, Routers and extended ACL’s.

• Operation of all facility Broadcast and Transmission equipment and systems.

• Monitoring of on-air networks and signals.

• Direct communication with clients and other workflow Operations engineers.

• Other Digital Media related duties as assigned.

• Usage of Office 365

• Using Sharepoint to create and save SOP’s

•Create and maintain VMware servers.

Altria, Stamford, CT April 2011 to February 2016

Sr. Executive Desktop Support Analyst

First line support for all clients in Stamford and NY offices in the US.

White glove Executive support for CEO’s, Presidents, Vice Presidents.

Travel to NY city on occasion to support multiple CEO’s.

Suport the client with any office meeting setup, with Audio/Video conferencing or Webcasts, Skype for Business.

Support and maintain all IBM Desktops/Laptops.

Troubleshoot all client Microsoft Exchange issues.

Work exclusively with all Executives hardware/software issues.

Setup and deploy new equipment for clients in Stamford and NY offices.

Support for Blackberry’s, iPhones, Android phones, and iPads.

Setup company email on all devices, using Good for Enterprise.

First point of contact for laptop/smartphone refresh and migration.

Work through the ServiceNow ticketing system to update my service tickets.

5 years of IOS support, Mac/IOS. Executives used Macs, iPads & iPhones.

ASML Development & Learning, Wilton,CT. April 2007 – April 2011

Desktop Support Analyst

Third line support for all clients in Wilton and Satellite offices in the US.

Support and Maintain all HP, Dell, and IBM Desktops/Laptops.

Troubleshoot all client Microsoft Exchange issues.

Work exclusively to all upper management hardware/software issues.

Travel to Satellite offices for extended support or upgrades.

Set up and deployed new equipment for clients in Wilton and Satellite offices.

Work is mostly around manufacture/clean room environment.

Manage Engineers and delegate responsibilities.

Maintain Active Directory (Add/Delete user accounts, create/maintain shared folders, maintain access to folders.

Work with IT management on decisions with future upgrades (Desktops and Laptops).

Boehringer-Ingelheim, Danbury, CT June 2006 to April 2007

Help Desk Analyst

Responsible for answering calls from the Sales force of the company.

This job is 100% phone support, supporting technical questions on their Siebel CRM database.

HP laptop/tablets that the sales force used in the field.

I used OpenView Service desk for the ticketing system.

UBS Investment Bank, Stamford, CT November 2005 to June 2006

Desktop Support Analyst

Responsible for deploying and fixing any computer issues.

Break/fix on all Dell/Compaq workstations.

Running IBM T-series laptops, and HP printers.

Running Blackberry handheld devices for email.

Seven months of trade floor support.

Disconnect and reconnection of Turrent systems.


Norwalk Community College, Norwalk, CT January 2015 to August 2015

Studied to become CCENT & CCNA certified.

Attending Norwalk Community College for mentoring on CCNA, which is part of the Cisco Network Academy. Possible enrollment for bachelor’s degree in 2017-2018.

Currently studying for CCNA Security & CCNA DataCenter.

CCENT Certificate: December 2015.

CCNA Certificate: April 2016

Katherine Gibbs College, Norwalk, CT January 2004 to December 2005

A.A, Applied Science/Computer Science.

Cumulative GPA of 3.79.

Computer Education Institute, Panorama City, CA January 2001 to August 2001

A+ Certificate: August 2001.

Trained to build, run and administer a network.


Basic Knowledge of Matter Most, Slack, Microsoft Lync, Windows XP/7/10, Skype for Business, Active Directory,

Miscrosoft Office Suite, MAC OSX Support, Inventory Control, AHD Openview, Asset Management

Remedy Ticketing Software, ServiceNow ticketing system, Microsoft SCCM,

Endpoint Encryption Management, Antivirus Management, Blackberry,

Android & IOS handheld devices, WAN/LAN, Cisco Firewalls and Switches,

Dynamic Routing, Network Switching, Fault-tolerant Protocols, Application Delivery Network,

Wireless Protocols, Cisco Security Manager, DHCP, DNS, VPN, TCP/IP, VoIP, IPS, DLP, Web Proxy

Email Infrastructure, Storage Infrastructure, Server infrastructure, Citrix, Turret Support, VOIP technology.

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