Jhamell A. Hamilton

*** ******** ***. ******** ****, NJ 07662

718-***-****

ac9000@r.postjobfree.com

Highly focused and self-motivated IT Deployment and Desktop Support Specialist with a wealth of experience in trouble shooting Network and Computer issues, desktop support, user provisioning in all areas of business. Proven track record in deploying new systems and IT infrastructure. Excels in complex roles requiring minimal supervision, advanced prioritization, organization, troubleshooting, and multi-tasking. Proven communication skills with end users, customers, and vendors, while addressing the issue at hand.

Deployment Experience:

Migration of Polycom phones to VoIP phones on Skype for Business platform

Migration of Office 2010 & 2013 to Office 365

Administration of ICE Call Center application (40 users)

Company wide migration from W7 to W10 (110 users)

FixIT trouble ticketing system

Tek Systems- New York, NY 2008-Present

IMAC analyst

Supported projects for Merrill Lynch, Bank of America, Barclays

CELLEBRITE, INC. - Parsippany, NJ 11/2015-Present

IT Support Specialist

Provide service for Cellebrite North America headquarters, LATAM headquarters, as well as off-hours support to corporate headquarters located in Israel

Responsible for direct support of 60 users, 50 remote users, and remote support to 20 LATAM users in Windows 7/10, and MAC OSx environment

Management of company-based ticketing system (FixIT)

Support of firm hosted apps: Salesforce, NetSuite, MS Dynamix

Management, backup, and migration of legacy Peachtree accounting software (10 users)

Administration and troubleshooting of Microsoft Office365 with O365 Admin and Azure

Administration of on premise Active Directory (AD)

Knowledgeable of WSUS, SCCM for imaging, management of Microsoft windows updates, and group policy management

Knowledgeable of VMware and vCenter

Administration and configuration of Microsoft Lync Server and configuration Skype for Business Server for support of Polycom VoIP desktop phones

Use TeamViewer and Bomgar for remote user support

Troubleshooting of Android and IPhone devices

Video Conferencing configurations – Bluejeans

McAfee ePolicy Orchestrator 5.9 administration - used for managing machines with McAfee for network monitoring, McAfee drive encryption, McAfee Dashboards, Windows Bit-Locker

Forcepoint Triton AP and DLP administration

oConfigured and restricted web traffic sites harmful to business environment

oCreated allowances for business website use

oManaged email trafficking- monitored for harmful email attachments

AMC NETWORKS - Consultant– New York, NY 06/2015-11/2015

Service Desk/Desktop Support Analyst

Provide Service Desk/Desktop Support of 1500 users in a Windows 7, 8, and Mac environment

Extensive troubleshooting of Microsoft Office 2010 & 2013 and Mac Office 2011

Use of Service Now ticketing system to create and close tickets

Administration of Active Directory

Use SCCM for application push installs and remote onsite support

Troubleshooting of Android, Blackberry and IPhone devices

Atos IT Solutions and Services, Inc. (formerly SIEMENS) - New York, NY 2007-2015

(Supporting businesses: Morgan Stanley, AIG, & McGraw Hill below)

Project Coordinator - AIG 2014-2015

Handled project coordination of Remedy control tickets for AIG Server migration project

Assisted overall data center consolidation effort by managing creation of configuration items into two centralized data centers and supported business operation users

Identified and addressed gaps within the change management process to ensure proper migration of equipment

Coordinated with project managers at various data center locations to ensure migrating assets are properly catalogued within CMDB

Assisted PM with gathering data for updating SharePoint on Virtualization server project

Coordinated with project manager scheduling conference calls with engineers

Provided SME knowledge for CMDB

Desktop Support SME – McGraw Hill 2013-2014

Assisted in a Citrix environment VDI rollout of 200 plus users in locations of Hyderabad and Gurgaon India and the in Philippines, Manila

Responsible for creating Dell Wyse Thin Client image using Windows 7 Embedded OS

Built and supported of VDI image for rollout

Data migration of local and network PST files for Outlook migration

Coordinated the support metrics for rollout when complete for onsite support

Application SME – Morgan Stanley 2011-2012

Application remediation for Windows 7 readiness

SWAT related remediation work to rectify performance/stability issues

Liaised with Windows Operations and Virtual Engineering to resolve and/or escalate issues in a timely fashion

Deployment testing engineer for Virtual and Physical Windows 7 OS and firms’ various applications

Virtual Desktop Engineer – Morgan Stanley 2010-2012

Responsible for building and deploying Virtual XP and Windows 7 computers firm wide

Assisted in creation of infrastructure and procedures for virtual computing deployment

Responsible for the decommissioning of legacy Virtual computers and migrating to an up to dated version

Desktop Support Engineer – Morgan Stanley 2007-2010

Supported Trade floor users of 250-300

Used Service Now ticketing system to create and close tickets

Supported financial applications i.e. Bloomberg, Reuters, Fact set

Used Remote Desktop Connection for troubleshooting onsite and offsite software and network issues

Used firms web based tool (Activeview) to monitor user applications, network shares, and PC functionality

Knowledgeable of Bloomberg, and Market Data apps (i.e. Fact set, Thomson Financial)

Extensive troubleshooting of all model type Blackberry devices

Citi– New York, NY 08/2004-04/2007

Desktop Support /Service Delivery Analyst

Management and support of software/hardware upgrades, and migrations for Capital Markets Fixed Income divisions, Investment Banking/Global Banking, and Global Portfolio Management and supported Trade floor users

Managed the implementation of the 2006 summer Analysts and Associates

Coordinated user office moves from the project planning phase to the implementation phase

Organized and deployed the global rollout and implementation of Scan soft PDF Converter

Managed the migration of Office 2003 for the Investment Banking/Global Banking Division

Saint Barnabas Health Care System – Consultant – New York, NY 04/2002-05/2004

Desktop Support Engineer

Provided technical support for 2000+ hospital employees utilizing Windows 2000/Windows XP

Troubleshot day-to-day of network, software, and hardware issues via phone and desk side visits

Used PC anywhere for remote desktop troubleshooting

Extensive troubleshooting of Palm and Blackberry devices

Lucent Technologies – Consultant – New York, NY 01/1998-10/2001

Desktop Support/Team Lead Install Technician

Supported a Windows 95/NT/ 2000 environment of 3500 Lucent employees

Conducted daily installations and data conversion of new and old PC and laptop equipment

Used Remedy ticketing system to document and handle helpdesk tickets

Troubleshot day-to-day network, software hardware issues

Certifications

CompTIA A +

Dell Certified in all OptiPlex Model PC’s - 2003-04

Certification in Personal Computer Repair – Long Island University 1995

Technical Skills

Microsoft Office Suite 97-2013, O365

Windows 2k, XP, 7, 8 and 10, Mac OSx

Windows Server 2003, 2008, and 2012

On premise AD

Admin Center & Exchange Admin O365

VPN, LAN/WAN, VMWare

IT Deployment and Desktop support Professional

Proactive and reliable problem solver who responds to challenges with confidence and determination. Excels in fast-paced, complex environments to exceed expectations.

EXPERIENCE

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