Desktop Support Engineer
Resume:
Jhamell A. Hamilton
*** ******** ***. ******** ****, NJ 07662
******@*******.***
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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