Customer Service Active Directory
Resume:
JORGE BLANCO
Englewood, NJ **631
*************@***.***
Cell Phone: 201-***-****
Summary: PC Support Specialist/Help Desk Technician capable of reducing project time and costs while motivating team members. Successful in assisting internal users and end users in problem resolution process of IT issues
Technical Certifications:
Bergen County Technical School 05/2003 – 11/2003
A+ Cert., MSCE, CCNA
Servers-DCHP, WINS, DNS, TCP/IP, DC CONTROLLERS, EXCHANGE, IIS, CLOUD TECHNOLOGY, VMWARE
Operating Systems-WINDOWS, 2003, 2007, 2008, 2012, MACOSX, UNIX, UBUNTU, Sonic Wall, VPN
Technical Experience:
Eclaro IT International 05/2015– 10/2015
Desktop Analyst
Bank of Tokyo, Jersey City, NJ
Provide technical assistance to Windows and iMac end-users within various departments on network, hardware and software
issues: unlock users and reset of passwords: assist clients with compatibility issues when unable to log into
RSA portal: record of incidents into Salesforce and Service Desk applications and escalate to next tier when necessary:
Sending of RSA tokens to end-users via fed-ex or dhl to allow account access: educate users on RSA log in and setting pin
and tokened account: respond to queue and respond to high lighted issues as to prioritize incidents within
ticket system: assist users with network devices and direct them into correct url to access accounts: educate
users on various features of BTMU portal: configure and troubleshoot tablets, Blackberries, and !OS workstations:
Assist users with printer issues and set default machines: remote assistance to clients on various local and network issues; set up and assist end-users Web-ex portal issues.
Allow users to access accounts which were locked out due to minimal usage and running of updates: reset bitlocker
passwords: update of VPN/RSA certificates: alert end-user of leakage and alert them to secure access passwords
and accounts via RSA/BTMU portal.
IT Independent Consultant 02/2015 – 06/2015
Desktop Analyst
CLIENT: Jersey City Board of Education
Properly install, configure, upgrade, troubleshoot, and repair hardware/software common to desktop PC's, notebooks, networking, components, and printers in accordance with end user request.
Select materials needed to complete work assignments; Coordinate and follow up on client questions, concerns, problems and malfunctions of all system applications: configured and troubleshoot tablets, androids, and resolved issues.
Prepare and ready desktop, and laptop for PARCC testing: setting of passwords and disabling of applications for
successful completion of testing: disconnect and reconnects of workstation and running of updates: running of antiviral
software on wifi devices and resolve connectivity issues to network: provide and resolved issues and maintain service in
a multi-layered client-server environment:
CompuCom, Dallas, TX 03/2014 –06/2014
Desktop Technician- Consultant
CLIENT: Aon
Migrate existing users from Windows XP platform to Windows 7 Enterprise and provide deskside and remote assistance
for various network, hardware and software incidents: record of incidents into Remedy ticketing system (manage data base)
Provide consultation with end-users during check-in process to gather required information for a successful migration: Execute back-up using USMT or manual process by saving user data and settings to allocated server: Manage build process for new and reusable Lenovo Laptops and Desktops using Microsoft’s SCCM
to capture line of business image: configured tablets and resolved issues: escalate to next tier or vendor when necessary.
Monitor build process for errors and provided troubleshooting when needed: Restore user data and settings using USMT or manual process: Provide desktop setup and support for migrated users during checkout process, which includes application setup and configuration for Lotus Notes, Outlook, RSA/VPN, IE, proprietary applications and network printers: break/fix:
Record step by step migration process within proprietary tracking system: Assist depot leaders and technicians when needed.
Provided computer help desk support and technical training on hardware/software to end users: provided set-up, break-down, and transport of equipment on an as-needed basis: create, manage, and terminate end user services in Active Directory: reset of password and profiles.
Assist user and create and unlock bitlocker encrypted password: mapping of drives: assign users computer new computer names: use of network and disk management tools: alert end-users of outages and email precautions through their outlook accounts and word of mouth.
JORGE BLANCO
Native Staffing, Hampstead, MD 02/2013 – 07/2013
Desktop Technician- Consultant
CLIENT: JP MORGAN CHASE
System roll out of Windows 7 Enterprise: uninstall of XP: Asset Management – refresh bios: install of dimms where needed. Swap of old hard-drive: reset of firmware before system build where needed:
Allow end-user to back-up needed files before imaging: install and configure Cisco and Windows equipment and software: test of system connectivity on Domain Naming System: set up Symantec encryption for user:
Escalate issues to I space deployment team and see through to resolution: provide computer
support and assistance to end-users: provide first line of support on hardware and software issues according to end user request: remotely and desks side support: resolve printer issues: check of connectivity – and printer recognition via Device Manager: enable and disable print functions: maintain of user domain during imaging of O.S.: have end-user reset password, permission and profiles via active directory: respond to system alerts via ticketing system and resolve issues: create and maintain of fixes via ticketing system.
Robert Half Technology, Paramus, NJ 05/2012-12/2012 Desktop Technician - Consultant
CLIENT: NETAPORTER
Provided computer hardware, software, and network support via email (outlook) / telephone to end user.
Troubleshoot and performed diagnostics on system issues: documented and monitored of end users trouble tickets via Service Desk Plus and track through to resolution within Windows XP, 7 Enterprise and Apple environments: Communicate w/ end users through Lotus Notes, email and project reminders w/ calendars.
Assist in setting audio/visual equipment: set up video equipment for internet web conference using Yahoo Messenger: connect of input and output ports and USB ports to PC: program Polycom intercom phones setup to allow incoming and outgoing communication: configure and troubleshoot tablets, Blackberries, and resolved OS-X iMAC notebooks
Provided computer help desk support and technical training on hardware/software to end users: provided set-up, break-down, and transport of equipment on an as-needed basis: create, manage, and terminate end user services via Active Directory: reset of password and profiles.
Decommissioning and commissioning of D.C. servers: administer updates of group policy objects: remove objects from domains: set transitive trusts between domains:
Resolve printer issues: set up and change of default printers: remotely check connectivity: demonstrated ability to resolve issues independently or within team environment.
Leveraged Technology, New York, NY 10/2011 – 06/2012
Desktop Technician / IT Specialist
CLIENT: BOARD OF EDUCATION
Properly install, configure, upgrade, troubleshoot, and repair hardware/software common to desktop PC's, notebooks, networking, components, and printers according to end user request.
Properly install local area network cabling systems and equipment such as network interface cards, hubs and switches.
TCP/IP configuration, troubleshooting end user connection issues, router issues, Windows based network configuration protocols, mapping drives, installing software; understanding of modem strings/synchronization.
Install and configure Windows 2000 Pro, XP Pro, 7 Server 2000/2003/2008.
K-Force, Tampa, FL 06/2010 – 10/2011
Desktop SupportTechnician / IT Specialist
Provided first-line support on hardware, software, and network issues according to end user requests via telephone: evaluate issues with end user and determine best solution to resolve problems on Windows and iMac environments immediately.
Identify, isolate, and repair hardware, software, and network equipment as well as running preventative
maintenance : provide desk side and remote support, running diagnostics, update of drivers, and antiviral software: check end user connectivity using command-line tools: create, manage, and close users from Active Directory - reset passwords, permissions, and profiles – respond to system alerts/see through to resolution.
Refer to ticketing system knowledge base to resolve internal and external problems and alert end users to
system outages: route service request to appropriate queue.
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