Desktop Support/System Admin
Resume:
Bill Mora
Middle Village, NY *****
*******@*****.***
Certifications:
Microsoft Certified Professional
Microsoft Certified Desktop Support Technician
Microsoft Certified Technology Specialist
Education:
St. John’s University, Jamaica Estates, NY
Business Management, Bachelor of Science
Computer Career Center, Garden City, NY
Certified Systems Engineer Diploma
Operating Systems:
Windows 10 Enterprise w/ Bit locker Encryption, Pro & Home, Windows 8, 8.1, Windows 7 professional, XP Professional and Home Edition, Vista, MAC OS El Capitan, Sierra, Server 2012, Server 2003,
Application & System Software:
Office 365, 2016, 2013, 2010, 2007, 2003 and 2000
Exchange Server 2013, Exchange Server 2007
Microsoft OneDrive for business, Intune company portal, Microsoft Teams, Cisco Identity Services engine, Microsoft Outlook 2003 SP2, MS Outlook 2010, Outlook 2013, IBM Lotus Notes 7.0, P.C. Anywhere 11, VNC, Windows Remote Desktop, LogMein, Teamviewer, ZOOM, Bomgar remote support
Acronis true image 2016, Ghost 8.0, Symantec Endpoint Protection 12.0, Symantec Mail Security for Microsoft Exchange, Symantec’s Message labs, Ver.6.5.1.82, Norton Anti-virus, Sophos, McAfee, Adobe Acrobat, Trend Micro’s Scanmail for Exchange 5.5, Trendmicro Server Protect 5.58 and Officescan 8.0, Anti-Spyware programs, Brightstor Arcserve Ver. 9.0, Citrix Presentation Server Client 10.2, Filesite 8.2, Workshare pro 5.2, Google Docs,, FortiClient, Symantec Cloud Messagelabs, Clearswift Secure email gateway
Familiar with WebEx, Office Live 2007 ver. 8.0, LogMeIn’s Joinme, Anymeeting & Skype
Healthmedx’s Vision ver. 8.1.42, Abaqis and Gerimenu
Familiar with NetSuite and Numara’s Track-It, OTRS, Autotask & Service now Ticketing systems
VMware Workstation 12 player, VMware Vcenter Connector, VMware Vsphere Client
Hardware:
Installation/Configuration/Upgrades
Dell, HP, Lenovo and various Core class desktops, laptops, iPad, Touch Smart 9100 Touch Screen and 2012 & 2003 Servers
Video cards, NIC cards, sound cards, broadband cards, MIFI Devices
Internal and external modems, back-up and CD-ROM drives, CD/DVD Burners, Zip drives, hard-drives
External print servers HP Direct and Jet Direct Ex Plus
Smart phones iPhone and Androids, Scanners, USB Flash Drives, Canon digital cameras, Projectors, Blackberry’s 8830, Polycom A/V and Crestron A/V, Cisco MX500 VC
Maintenance / Repair
Network laser and DeskJet printer, Zebra ZXP Photo ID Printer; replacement of toners, imaging drums, transfer rollers, fusers and maintenance kits
Network:
Performed laptop, workstation and Server installation’s and administration
Familiarity with ASA 5510 firewall
Setup and configured network printers, HP digital scanners
Configuration and set-up of Linksys wireless networks
2018-present IT Analyst, Baillie Gifford, NY
Provide Executive level Desktop Support for NY Staff/Remote support
Involved with current companywide Windows 10 deployment, systems preparation, application upgrades and email migration
Performed OneDrive training and responsible for documentation
Intune company portal installation and configuration for iPad/iPhones
Interaction with vendors, 3rd party support and service technicians
Meet weekly with Infrastructure Delivery service Team to review issues, planning and discuss projects
System deployment and setup for new hires and orientation
Provide A/V support of Cisco MX500 for weekly conferences
Coordinate daily with offshore IT department
First IT person to be hired Fulltime and successfully oversee overall operation and growth of NY branch office
Daily activities can consist of performing file restorations, troubleshooting Wireless connectivity issues, tracking emails, application support, etc
2017-2018 IT Site Administrator, AICPA/CPA.COM, NY
2nd level Desktop/Remote Support for AICPA & CPA.com staff for walkups and through in-house ticketing system; Service now.
Office 365 administration and Active Directory experience with user account creation & permissions
Onboarding of new hire’s and orientation of equipment and software training as needed.
Imaged, Prepared, configured and provisioned Windows 10 64 bit Lenovo and Dell laptops to staff.
Smartphone; Android and Iphone support and Intune portal setup.
FortiClient VPN account creation, installation, configuration and support
Provided Audio/Visual Support with Lifesize and Crestron equipment via Zoom for multiple conference rooms on a weekly basis
Day to Day office support; Network printer, laptop, docking station, wireless connectivity, Office 365 & Onedrive setup and support
Coordination of onsite service techs and vendors
2015- 2017 Systems Administrator/Desktop Support, Prolifics, Inc., NY
Responsible for providing Desktop/Helpdesk local or remote Support to North American Staff and over seas
Trained new hires on policy, procedure and protocol regarding laptops
Manage equipment and supplies inventory.
Weekly HR and Recruitment meeting
Performed laptop & Server upgrades, Laptop & Server repair, printer setup,
Coordinate with service techs, vendors, maintenance engineers
Collaborated on systems replacement deployment of Windows 7 transition to Windows 10 operating system.
Performed routine operations in a VMware environment
Imaged systems via Acronis, Ghost and by Fog server
Equipment management experience with Google Docs spreadsheet and distribution of Smartphones, laptops, MiFi devices
Equipment allocation and distribution of Smartphones, laptops, MiFi devices
Office support; network printer installation & configuration, VOIP phone and wireless connectivity support
Video/Phone conference, projector, Polycom and presentation software setup
2011-2015Systems Admin, Dr. William O Benenson Rehabilitation Pavilion, Queens, NY
Responsible for Healthmedx EMR rollout and overall network infrastructure upgrade
Implemented Disaster recovery tool for web based Electronic Medical Records application
Project oversight; Implementation of Visonex EMR for Dialysis Department
Manage end user hardware, applications, testing and support functions of staff of 1500
Responsible for creating new IT policy and procedures for staff consistent with Hipaa Regulation
Implementation of recycling program; enabled toner reducing features and proper toner disposal
Active Directory experience with user creation, disabling accts and Group policy implementation
Implemented disaster recovery measures for workstations and servers
Responsible for day to day management of IT systems of 4 Facilities and supervision of IT staff
Coordinate w/ 3rd party vendors; maintenance, cabling, communications and service techs
Planning & Deployment of new Time and attendance IP based Smartlinx system
Implemented morale programs for staff and residents
Coordinated with 1199 union liaison to provide free basic computer and EMR training for Staff
Directly responsible for Hire, development and performance review of IT staff
Meet weekly with Senior Management and ownership to discuss and review projects, planning and progress updates
Responsible for XP phase out program and systems replacement deployment.
Collaborated on Exchange 2007 to Exchange 2013 Migration.
2008-2011 IT Specialist, Harbor Consulting and Management, Manhattan, NY
Provided White Glove Desktop Support to C-level Executives and general staff
Onsite support includes Clients such as The Pepper Hamilton Law firm
Responsible for in-house application support
Video conference, projector, Polycom and presentation software setup
Daily turnover reports and tape rotation
Printer inventory and ordering supplies
Citrix, Blackberry and Email support
PC/laptop deployment and workstation configuration and Imaging
Wireless support and broadband card setup
Server maintenance updates
Support of in-house database systems
Coordinate w/ 3rd party vendors; maintenance, cabling, communications and service techs
2007-2008 Helpdesk Manager, Precision IT Group Manhattan, NY
Assigning tasks and scheduling engineers for onsite assistance
Responsible for meeting all SLA’s and providing timely resolutions for client needs
Involved in the escalation process when determining the technical needs of the client.
Monitoring daily the ticketing system and Coordinating with clients regarding service calls
Approving time off requests and general oversight of office operations.
Responsible for creating policy and procedure for staff members
Familiar with Autotask ticketing system utilized for record keeping and establishing service calls
2000-2007 Network Specialist/Consultant, Advanced Technologies Group Inc., New Rochelle, NY
On-site Desktop support of NYC based clients in their use of a variety of software applications and equipment. These clients include; The Gay Men’s Health Crisis, The Association of Junior Leagues International, The Aaron Diamond Aids Research Center
Operating system and application installs.
Evaluate, install and monitor virus protection software to ensure system performance.
Conduct diagnostic procedures on workstation computers to resolve user problems.
Maintain Help Desk call records and document IT procedures as required.
Coordinate with software and hardware vendors’ tech support representatives in troubleshooting software or equipment problems.
Replace and upgrade hardware and software.
Perform daily back-ups, security reviews, and data recovery as needed.
Create user accounts, conduct new hire orientation and provide special equipment training as needed.
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