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Desktop Support Active Directory

Little Falls, New Jersey, United States
May 14, 2019

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** **** *****’ professional experience providing desktop/helpdesk support – 8 years within legal IT environments and financial institutions as well.

Provided technical IT support to user base of 200 users up to 2000 users

CompTIA A+, Network + courses completed, New Horizons

I-manage Filesite ver.8 to 8.5, Doc’s Open and different law firm proprietary software

MS Outlook 2010 and MS Word 2010 certified, Adept with MS Office 2010 (suite), Word, Excel, PowerPoint and Visio. MS 2013, Lotus Notes 7, Citrix Xenapp and Citrix Receiver, VPN Cisco & Juniper, Windows 7,8 and 10, Windows Active Directory for all IT administration. Exchange 2007 and 2013, Data Center experience with installations of Switches, Routers, Ethernet Cat 5-6 with Patch Panels and Server installs and configuration. Dameware, VNC, Bomgar, SCM, SCCM. McAfee Endpoint encryption administration and Safeboot administration. Windows Pixy Boot technology and Ghost plus

Experienced providing phone support and onsite support using ticketing system to track work orders and change work orders.

Working closely in a Team environment to resolve and close all work orders and escalations.

Additional years of experience taking on IT projects and documentation for IT SAP’s.


2FA SYMANTEC VIP Application: VPN network access and administration.

Mobile Device Administration: BES 5 and 10, MobileIron, ActiveSynch and Airwatch (Iphone. Androids & Blackberry’s)

Providing white glove Customer support services for all end users and V.I.P.’s


CBS Corporation - 825 8the avenue, NYC, New York 4/2018 to present

Senior Analyst: Client Services and Support Staff

Working knowledge of Windows7 and Windows10, IManage desksite 9 implementation and support, MS Office, document comparison software (i.e. Deltaview, ChangePro) PDF Doc’s, SharePoint, Desktop support, telephone support, smartphones, tablets and laptops. Windows 10 migration project. Office 365 Migration project, MAC’s High Sierra and Mojave OS’s.

Remote tools: Tight VNC, Landesk, Service now ticketing system, Active Directory user’s and computers, Dameware, Oracle systems Mobile devices: Android and Apple products.

Airwatch administration, Citrix Xenapps, IBM Big fix and Big fix remote support tools.

Imanage filesite and desksite subject matter expert.

Technical expertise in Microsoft Exchange

Exchange setup in Outlook

Exchange setup in Mobile Devices

Advanced Outlook Client sharing management

Manage MS Outlook profile

Troubleshoot MS Exchange

OWA Access

Effective analytical and problem solving skills

Proficient in Microsoft Office Suite applications

AXA-Equitable USA-1290 6thAvenue, NYC New York 10104 6/2016 to 5/2018

iManage Systems Administrator /IT Desktop Engineering Support

Providing iManage (IManage or Autonomy Document management system) Desksite/Filesite application support for all 200 users in Law department.

Testing all production and Development iManage Servers versions 9.0 – 9.2 to Desksite client versions 8.5 to 9.3

Testing iManage Desksite client versions that will be distributed via SCCM along with proprietary integrated software for all Law department applications.

Testing and installing Office 365, Adobe Pro DC, Office 2010, Testing MS Office 2013.

Also, resolving all desktop issues and tickets assigned. Utilizing SCCM for all software installations single or campus wide.

Troubleshooting and repairs on all desktops and laptops. Hardware /Software issues, Network connectivity issues, Wireless, Conference rooms issues on all audio-visual equipment.

All software including Office 365 and iManage desktop client version 9.0 to 9.3 rollouts via SCCM.

All mobile device administration, troubleshooting, repairs and activations.

Desktop, Network and Mobile Devices Support Analyst

AECOM\URS -1255 Broad Street Clifton, N.J. 07013 3/2015 to 3/18/16 (Contract)

Desktop and Network support. Also System administration role. Server 2007 and 2012 implementation, configuration and setup. Daily duties creating drive shares and server maintenance.

Setting up and running Offsite and Onsite backups via Symantec. Setting up backup tapes to ship out to Iron Mountain weekly.

Active Directory administration, in maintaining accounts setting up groups and distributing access rights accordingly. Maintaining drive shares and Servers for the local office supporting 200 users just in this Clifton Location.

Support for mobile device IPhone, Blackberry’s and Android. (Enterprise Activations) I-Phones, IPad, BBs and other hand held devices.

Troubleshooting and repairs for all peripheral devices printers, faxes, scanners. Installation and repairs for all

HP environment. Reimaging all desktops and laptops.

Daily Admin duties via AD.

Troubleshooting, Repairs and installations of Network Printers.

Configuring and activating all mobile devices via MobileIron or Airwatch. Some Blackberry devices as well. access as admin on BEZ server.

Experience with Multiple ticketing system

RSA TOKEN support and admin. Symantec Softoken support, McAfee Encryption Admin Support

Running weekly Offsite and Onsite backup tapes on specified server. Using Alteris server and Symantec Admin console to push specified software to newly imaged machines or specified workstations.

Utilizing SCCM and NS Symantec Management Console for software installs, upgrades and patches.

2FA SYMANTEC VIP Application: VPN network access and administration.

Juniper VPN 7.0 and Cisco Any Connect.

MobileIron/ActiveSynch setup and administration on all mobile devices

Providing Customer support for multiple domains

Troubleshooting knowledge of Adobe creative Suite, Navisworks and Autodesk; AutoCAD, 3D Max, Revits, Rhino and their plugins: Grasshopper, Vray, etc. Microstation and Bentley software.

DS WinPe 4.0 (PXEboot) imaging for HP, Dell assets. McAFee endpoint encryption administration.

Active Directory/Sites Services, Outlook 2010 user support, Mobile Support-all platforms, Lotus Notes Administration-password resets, VPN access/setup. Oracle administration-account creation, password resets.

Remotetools: Bomgar, Office communicator/Lync, Dameware, RDP.

Ticketing Softwares: Cherwell Service Manager, CA Service Manager, Verizon Virtual Contact Center.

Desktop support for 400+ in Office and Offsite Support for 17 NY locations. National support as well.

Video conference support for Cisco, Mitel IP, Polycom. Setup and configure for users.

Direct vendor contact, laptop/desktop replacement and maintenance, Advantage and Purchase Order

Desktop and Helpdesk Support Specialist 02/2013 to 3/1/2015 (Contract)

MTA- Metro North Railroad, 420 Lexington ave Grand Central Terminal (Graybar Building), NYC NY

(G&S Technologies)

Migration from XP to Windows 7 on all HP and Dell laptops and HP and Dell desktops. Utilizing Ghost 32 Plus to reimage all New HP laptops and existing Dell laptops upon request.

and laptops. A combination of Dell and HP workstations and laptops. Mobil devices as well (Enterprise Activations). I-Phones, IPad, BBs and other hand held devices.

Troubleshooting and repairs for all peripheral devices printers, faxes, scanners. Installation and repairs for all

Hardware and software needed per customer. Migrating user’s profiles via Windows Easy Transfer or via network share.

Utilized cloning software and equipment to troubleshoot and repair hard drives and data restoration.

In addition, closing multiple tickets and trouble calls daily.

RSA Secure I.D. Token setup's, terminations, Token resets and General RSA Administration

Office moves and support for all conference room Audio/Visual equipment and troubleshooting

Assisting users remotely and via Phone support as well.

Utilized Applications GoToMy PC, Show My PC or Log Me In, PC Anywhere to assist remote users.

Proprietary software transferred during migration as well.

Troubleshoot and resolve software, hardware and printing problems.PC, monitor, and printer repair and installation (moves/adds/changes for hardware).

Troubleshooting and repairs for Data and Email Achieving (Vault system) via Outlook 2010.

Utilizing Active Directory in creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.

Blackberry and Smart Phone account management and provisioning. MobileIron /Active Synch/ Airwatch. BES 5, BES10.

Desktop and Helpdesk Support Specialist 06/2012 - 02/2013 (Contract)

Richards Kibbe & Orbe LLP

1 World Financial Center, NYC NY. (G&S Technologies)

•Desktop and Phone support as needed. Dispatch duties and Desktop duties on a daily basis.

•Working on and closing helpdesk tickets daily as well as any escalations.

•Reimaging pc (ghosting software) Dell 780s and 790s. Iphone, IPad, Blackberry support and administration.

•Maintaining and working with AD email distribution lists. Adding and maintaining AD accounts for end users.

•Citrix support and administration. Citrix Presentation Server V.4.6.2 and 5.0

•Citrix Xendesktop 5.6.1, Citrix receiver Ver11.

•Nortel phone setup and administration.

•Windows 7 and XP

•MS Office 2010, 2003

•Postini and Symantec Web based administration

•Wireless support Dell Vostro laptops with wireless USB air card capability

•Edocs DM (document management system) 5.3.0

•Supporting 200 users

•Setting up FTP sites and accounts

•Giva and BMC ticketing system

•BB setup and Administration – IPhone, IPad as well.

•Avaya, Cisco and Nortel administration (new users and terminations as well as basic phone administrative functions.

•Utilizing Active Directory in creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.

Davis & Polk & Wardwell LLP 450 Lexington Ave NYC, NY (G&S Technologies) 4/2012 – 06/2012 (Contract)

•Microsoft Office 2010 migration rollout and Computer systems support.

•Daily duties included desktop support and phone support.

•Dispatched to user’s office area to assist with troubleshooting software or hardware.

•Escalating issues if necessary through using Track It ticketing system.

•Troubleshooting MS Office and Outlook 2010 as well as Windows 7 and XP issues.

•Troubleshooting and support of ChangePro, DeltaView, Innova Numbering Suite, and document management system DocsManager

•250 NY users

•BMC (Service Desk Magic) ver 11.0 to 11.2 Ticketing system

Segal Company 333 West 34th Street NYC, NY (G&S Technologies NYC, NY) (06/2011 - 04/2012) (Contract)

•Duties included eighty percent phone support and twenty percent desktop support.

•Provided first and second level support on all calls.

•User Magic and Track It ticketing systems

•Remote support provided for all customers in desktop applications and proprietary software.

•Citrix Web application support.

•Windows 7 and XP support

•Blackberry Bold 9930’s and iPads support.

•Blackberry and Smart Phone account management and provisioning.

•McAfee desktop and laptop encryption software support and administration.

•Part of Windows XP to Windows 7 and Office 2003 to 2007migration.

•Participated in pilot group support team.

•Utilizing Active Directory in creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.

Helpdesk/Desktop Support Specialist 12/2009 - 06/2011 (Full Time)

Cadwalader Wickersham and Taft LLP, 1 World financial Center NYC, NY

•Duties included twenty percent phone support and eighty percent desktop support.

•Supported Windows 7 and XP environment.

•Supported MS Office 2007 and MS Office 2010.

•Utilizing Active Directory in creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.

•Blackberry support and configuration (T-Mobile, Verizon, AT&T).

•Citrix Administration Console, Citrix Network Neighborhood Connection Center.

•Blackberry and Smart Phone account management and provisioning.

•Document management system (File Site, Worksite, Outlook 2003-2010 and BAS –BEZ Administration).

•Supported I-phones, MAC laptops, I-PAD’S.

•Citrix Management Console for Administration. V 4.6.2 and 5.0

•FTP sites support and setup.

•MS Office 2003-2010.

•Outlook 2010 certification and classes taken.

•Processed incoming calls to the support desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

•Provided support to end-users in all offices for MS Office 2003 - Word, Excel and PowerPoint, Interwoven. DeskSite 8.0 I-Manage, Internet, Intranet, DeltaView, DTE for Windows, Carpe Diem, and Adobe Acrobat 7.0. Professional. Use Touch Paper ticketing system to log and escalate calls.

•Performed cleanup of MS Word documents using SoftWise Macro Suite for paragraph numbering in MS Word.

•SecurID- RSA User Administration – Address issues relating to adding and deleting user to SecurID database, disabling/enabling tokens, create password for lost/stolen tokens and forgotten PINs. Supported applications requiring SecurID token to login to the network.

•Blackberry Manager Tool - Set activation password, reload user, delete user, Erase Data and Disable Handheld. Provided General Blackberry troubleshooting support.

•Citrix Management Console –Reset end-user Citrix sessions and remote access their computer (shadow). Support remote access thru Citrix, FiberLink (VPN) and Internet.

•Postini Administration Web based application – Changed end-user password, reset end-user spam filter settings and deliver messages from end-user quarantine. Answered basic user questions.

•Active Directory –Reset password, add user to group membership and use for general troubleshooting.

•Wireless Connection – Supported wireless connection. Lead user through diagnostic procedures to determine source of wireless connection problems.

•Supporting 1500 users global

• Migrated from home grown Helpdesk ticketing system to BMC (SDM) Ticketing system

•BES 5 FOR Blackberry activations and Management.

Helpdesk/Desktop Support Specialist 12/2008 -12/2009 (Contract)

Day Pitney LLP, Florham Park NJ: (G&S Technologies)

•Duties included seventy percent phone support and thirty percent Desktop support.

•Provided support for Windows XP and Office 2003 environment, which consist of formatting documents templates. Styles, formats, columns, inserting graphics and pictures, wrapping text, linking excel files, extensive edits, tracking changes, merging documents).

•Logged calls on Footprints Tracking System. Excel (calculations, formulas, creating graphs, linking files. PowerPoint (creating presentations, using picture, graphs, etc.).

•Blackberry support.

•Networking (NOC), department, patch panel connections and setting up switches, document backups.

•Remote accessed to user’s pc via windows XP remote assistance program or go to assist.

•Supported multiple programs: I-manage document management system.

•Supported hardware including servers, PCs, printers, laptops, and BlackBerry devices.

•Installation of new software applications via our portal.

•Reset password, add employee to groups, assign temporary token number via active directory.

•VPN and Wireless set up and troubleshooting.

•Citrix remote access and administrative duties for Citrix and Secure ID.

•Administrative duties in Active Directory (Users and Computers).

Helpdesk/Desktop Support Specialist 11/2006 -12/2008 (Full Time)

White & Case LLP, New York NY

•Worked in a team environment of approximately twenty Service Desk personnel serving a user base consisting of approximately 1600 users, including local and global Partners, Associates, and staff personnel.

•Troubleshoot software and hardware problems on the network.

•Provided network support to global offices using Remote Assistance and TeamViewer.

•Assisted users with level I & II network, blackberry and general computer related Issues.

•Recorded all problems reported, escalated and resolved the call-tracking software CA Service Desk, carefully following the priority levels set and the scripts provided for specific incidents.

•Windows XP and Testing for Windows 7.

•Applied troubleshooting and/or systems analysis techniques and procedures to determine if problems reported are hardware, software, and system, local, global or user training issues and escalate if necessary.

•Supported for wireless capabilities – IBM think pads and Dell Dimensions.

•Provided user support for VPN, Citrix and Outlook Web Access.

•Administrated users in Active Directory, RSA Secure ID Admin, SafeBoot Encryption Software, and Blackberry Enterprise Administration.

•Tracked inquiries and tickets using CA Unicenter Service Desk Plus.

•Monitored network outages and service errors, using HP Open view and NNM.

•Interacted with the end users, via email and phone to resolve problems.

•Managed users in Blackberry Enterprise Manager.

•Administrated users in Citrix Management Console. 3.0.0 .0

•Resolving computer related problems in a timely fashion and escalating network infrastructure issues as necessary.

•Tested and documented the firm’s customized application.

•Provided desktop and network support. Reimaging pc and laptops by custom CD or network share.

•Supporting 1600 users Global

•CA Ticketing system

Desktop/Network Systems Support Specialist 05/2006 -11/2006 (Contract)

Kuehne + Nagel Logistics Corp, Jersey City NJ (Robert Half Associates)

Helpdesk/Desktop Support Specialist 01/2005 - 04/2006 (Contract)

Pfizer Pharmaceuticals - Dendrite Corporation, Bedminster NJ (ITG Staffing)

Helpdesk/Desktop/Networking Support Specialist

Dynax Solutions Inc, New York NY (1997 – 12/2004)

Lehman Brothers, World Financial Center

Second Level Network and Desktop Support - Network Administration group.


2nd Level Network and Desktop Support - Network Administration group.

Morgan Stanley

1st and 2nd level Network and Desktop Support

Jeffries and Company, Jersey City Exchange Place

Second Level Network and Desktop Support - Network Administration group.

Goldman Sachs, Battery Place, Manhattan

Second Level Network and Desktop Support - Network Administration group.


2001-2002 Computer Learning Center Paramus, NJ

Certificate: Network Engineering Course and MCSC Windows 2000

GPA 4.0

1989-1991 N.E.C. Rets Campus Nutley, NJ

Computer Electronics Technology


CompTIA A+ and Networking + couses completed.

New Horizons: MS Outlook 2010 and MS Office2010 certification course completed.


MS Certification Training, Information Systems Training, Multimedia Applications, Computer

Operating Systems, Maintenance, Refurbishments and Hardware and Proprietary Software


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