Desktop Support Air Force

WILLIAM A. FRAGOSA

**** ******* ****** # * **** Side Florida 33154 ********@*********.*** - HOME 732-***-****)

PROFESSIONAL EXPERIENCE

SyneosHealth - Princeton NJ / Miami Florida 05/16 – 06/19

Infrastructure delivery administrator / It Desktop Support Specialist

Executive support

Break fix.

Deployment of pc equipment

Set up of new hires and terminations

Provide remote support world wide

Travel to different off sites for support

Open and close snow tickets

WebEx support

Mobile devices support

Condeco support

Video/Audio set ups

Desktop / laptops upgrades

Web mail support

ServiceNow

Nasdaq - C/o KForce, New York City, New York 10/15 - 12/15

Desktop Support

Desktop support to user environment MAC 10 Captain / Windows 7

Image Laptops and Desktop

Troubleshoot VOIP issues

Support Android and IPhone issues

PC moves

Lan closet clean up

Web conferencing support

MS Outlook 2010 support

MS Lynx 2013 support

Remote user support

Jefferies LLC – C/o Harvey Nash, New York City, New York 10/12 – 07/15

System Support Specialist Investment Banking

Provided level 2 and lower level 3 support

Responsible for supporting applications in for the Bankers

Network data management - file sharing and access permission

CRM – Client Relationship Management applications to capture banker activities

Manage MS Exchange 2010 for creation of email groups. Add / remove users

MS Lync 2010

Support mobile devices Apple / Android

Support for certain bankers MAC notebooks

Special projects such as new hire training / testing and deployment of new applications

Monitor the corporate website and manage various JefBase application servers for performance

IB Deal Announcement system, Special Expense System

Purchase of IT equipment and software for Bankers thru ePro ordering system

Liaising with various Jefferies Infrastructure teams to address performance related issues

Support users remotely throughout Jefferies LLC worldwide locations

Work with over server team to trouble shoot application server issues.

Work with San Team to create new space for our network drives

Participated in our weekly change management meetings with various teams

Celgene c/o InfoTech, Summit, New Jersey 02-12 – 08/12

Help Desk Support

Handle incoming calls and email from employees regarding issues

Trouble shoot application issues

Support Blackberry / Apple Devices using BES /Good

Install software / Resolve hardware issues

Support remote users

Reset of Active Directory passwords

Con Edison – C/o Comsystems, New York City, New York 08/09 – 10/11

System Administrator

Respond to requests for technical assistance via telephone and electronically

Diagnose and resolve technical hardware and software issues

Research questions using available information resources

Advise user on appropriate actions to take to remedy computer issues

Follow standard help desk procedures to resolve hardware and software issues

Log all help desk interactions with callers and resolutions

Administer help desk software

Redirect problems to appropriate resource

Identify and escalate situations requiring urgent attention

Track and route problems and requests and document resolutions

Johnson & Johnson - C/o CDI Corporation 10/08 – 12/08

Desktop Consultant

Worked on the IBM refresh project team

Configure and reimage laptops for deployment

Reimage Operating systems from Windows 2000 to Windows XP

Seton Hall University – C/o Technisource 07/08 – 09/08

Desktop Support

Provide Campus Staff & students with laptops & desktops

Image & deploy laptops & desktops

Break / Fix

Hardware & Software support

Resolved Network and local printers issues

Reset user passwords

Add users and computers to Domain

Computer Aide @ Hewlett Packard Financial Services, Murray Hill, N.J. 10/07 – 06/08

IT Team Lead – Manage a field support staff of two.

Provided executive desktop support

Configure / deploy desktop and laptops for users

Active Directory – User permissions, OU’s Computer names, User ids, Passwords Resets

Install software and hardware. Troubleshoot Wan and Lan issues

Meet and exceed service level agreements.

Use and testing of Windows Vista before deploying to the general populace

Support of over 500 users

Deployed and roll out of computers and laptops

Setting-up and deploying mobile devices – PDA’s and Blackberries

Testing of PDA’s before deployment to user

Using remote access to assist users with their pc issues

Adecco/Google, - Consultant- Mountainview, California, 05/07 – 10/07

Data Research – IT

Gather data and dissimilate for downloading and uploading on Google Earth maps

THE BANK OF NEW YORK – Consultant – New York City 06/06 – 02/07

Corporate Trust Administrator – Structured Finance Group

●Work with MBS Securities

●Review Corporate Trust indentures and assure compliance

●Daily processing of account activities

●Responsible for disbursement of monthly payments to investors

●Set up cash flow accounts per Trust Indenture Agreement

●Daily client contacts concerning any issues that might arise

●Interest and disbursement calculations

●Reconciliation of accounts

FUJI FILMS @ Adecco, Edison, New Jersey 08/05 – 04/06

Contractor Repair

●Review and monitor repair request for Fuji films cameras

●Enter all data in database for camera repair at site

●Evaluate and recommend cost to repair or replace camera

FIRST N’TL BK OF CHICAGO NBD / EquiServe / Computershare, Edison, New Jersey 01/98 – 07/05

Senior Desktop Support

●Provided level 2 and junior level 3 support

●Provide desktop support to end users in the customer call center

●Experience with the support of Windows 2000 / XP

●Install and troubleshoot MS Outlook

●Work with the Network Servers and Wan Teams to trouble shoot connectivity issues

●Helped Wan team to install switches at the closet

●Helped the Server team to install and configure window servers

●Built and configure PC’s for deployment base on departmental needs

●Roll out of re-imaged NT’s to XP OS for deployment to the clients

●Experience with Windows based and none based business applications. Standard desktop applications (such as MS Office, MS Windows, anti-virus software, internet browsers, email) and the associated hardware platforms and peripherals, remote mobile computing and trouble shooting network connectively and experience with setting up network printers and user accounts

●Respond to phone calls and email messages for internal and external customers

●Troubleshoot incidents and requests received thru Asset Management and Magic based ticketing systems

●The ability to effectively reset passwords and unlock accounts

●Install SQL divers and use Ghost Server to install and configure new PC’s for deployment to users

●Excellent customer service skills

●The ability to work effectively and efficiently within a team atmosphere

●Ability to communicate effectively with a diverse internal and external customer population, from executives to field personnel, and determine their support needs

●Possess strong MS Office (2000/XP) skills

●Worked with Dell / IBM HP desktop computers and laptops

●Experience with Laptop Connectivity issues

●Experience with the combination of desk side and phone support for 6+ years

●The ability to troubleshoot remote connectivity

Operations Analyst – Supervisor

●Manage a staff of 14 people in the data entry team

●Work closely with the site manager and other supervisors in coordinating project assignments

●Work with all types of mortgages from different government agencies such as GMAC

●Provide middle and upper management with progress reports for the Edison work site

●Reconciliation of Custody Accounts

MILITARY EXPERIENCE

UNITED STATES ARMY RESERVE - Second Lieutenant, Field Artillery 1991 - 1994

NEW YORK ARMY NATIONAL GUARD - Second Lieutenant, Field Artillery 1988 - 1991

UNITED STATES AIR FORCE - Security Specialist, A1C Airman First Class 1980 - 1982

EDUCATION

City College of New York 121crs. January 1994

SKILLS

Bilingual English/Spanish

Proficient in Lotus Notes 8.5 / CRM /MS Outlook 2010, MS Office 2010 and MS Lync 2013/ MS Exchange 2010/Active Directory / Windows 10 / 7 /XP / 2000 / Vista / NT / MAC Pc's /RUMBA / AS400 / CITRIX / Avaya / Remedy / Open View Ticketing / Dell & IBM & HP PC’s and Laptops / BES/Good /Altris / Office 365

ServiceNow

Contact this candidate