Customer Service Desktop Support

ROMAN SHTIVELMAN

** ********* *****

Old Bridge, NJ 08857

Tel: 908-***-****

E-mail: ********@*******.***

Objective: To obtain a challenging position in desktop support working on various hardware and software

platforms, utilizing strong technical and interpersonal skills. Focus on providing excellent

customer service

Experience:

5/2015 - 10/2015 Team Lead, IT Client Services, for L’Oreal Monmouth Junction, NJ

Short term consulting position

Support for Field Sales Representatives and home-office users. Was part of a Desktop Support team.

Remote troubleshooting as a Level 2 analyst.

Rollout of laptops for new employees, including reimaging and initial password setting.

Installation of Outlook and internally-developed software.

Setup of local and network printers.

6/2006 - 03/2015 Desktop Support Analyst for Bristol Myers Squibb Princeton, NJ

Long term consulting position which ended due to location moving to Florida

(Was offered position in Florida)

Support for Field Sales Representatives and home-office physicians.

Provided onsite and remote support for both Laptop and Desktop users - Win XP and W7.

Format and Re-Image customer computers with the Corporate Windows 7 image.

User Remote Access utilizing Virtual Private Network.

Provide support for MS Office 2007 / 2010 suite.

Utilized Remedy Ticket System for all issues.

Network printers and Local printer support.

Resolved all network connectivity issues for home office staff and Sales reps.

Anti-Virus support, removal and installation along with spyware protection.

Troubleshooting of wireless configurations for clients.

Mobile device configuration and support for iPads and iPhones.

Software support for CallMax (BMS’ proprietary licensing control software), as well as a host of other internally developed software applications used by Sales reps.

5/1998 - 4/2006 The Depository Trust & Clearing Corp. New York, NY

Desktop Support Analyst for Customer Support Center

Long term consulting position which was consolidated

Desktop Support and troubleshooting for internal and external clients on:

Desktop Support, including Lotus Notes 5.0 and MS Office, utilizing Service Center 5.0 and Apropos Agent 5.0.

User Remote Access utilizing Citrix Management Console and Systems Management Server.

Password resets and synchronization utilizing User Manager and Network Administrator access.

Network and Local printer support

Secure ID remote access utilizing RSA ACE & Server Quick Administrator.

Web support utilizing Concero.

LAN & Mainframe printer access control & resets.

4/1990 – 5/1998 Abalon Business Machines & Service, Inc., New York, NY

PC Technician

Support users with computer hardware, software applications, and network/standalone printers, image coordination and deployment of new computers

Configure, install and fine-tune IBM, DELL and Compaq PC’s

Upgrade and install CPU memory, hard drives, motherboards, modems, printer and other hardware and peripherals.

Troubleshoot and configure desktop applications such as WordPerfect, Lotus 1-2-3, MS Word, MS Excel, MS Access, MS PowerPoint.

Install, configure and troubleshoot said software and the following operating systems; Windows NT 4.0, Windows 95 and Windows 3.1.

Provide first and second level support and troubleshooting for clients.

Maintain stock and order parts from various vendors for service department.

Education:

8/1998 - 12/1998 Long Island University, Brooklyn Campus Brooklyn, NY

Certificate in Personal Computer Installation and configuration.

Certificate in Personal Computer Diagnostics and Troubleshooting.

Professional Certification: Certified Help Desk Professional - Help Desk 2000

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