Desktop Support Microsoft Office

Marc Alcide

** *********** **** *** ** Brooklyn-NY 11218● Phone Number 347-***-****● ****.******@*******.***

Summary of Qualifications

A+ Certified

Broad experience setting up, installing, and repairing desktops, laptops, printers and modems.

Exceptional knowledge of multiple software applications such as Windows 7,8,10 and Mac Operating System, Microsoft Office 2010,2011, 2016 (Word, Outlook, PowerPoint, Excel, SharePoint, Visio, Project and Access), Camtasia, Photoshop and Sony Vegas.

Strong background of hard drives, central processing units (CPUs), video cards, firewalls, and antivirus and disaster recovery software.

Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.

Skilled communicator, able to successfully work with wide range of end-users to diagnose and resolve complex technical issues.

Excellent technical skills, with strong knowledge of Windows, MS Office, MS Office 365, Windows server 2012, and Internet connections and peripherals. Extensive knowledge of both PC and Mac.

Troubleshooting mobile devices and set up new emails and accounts.

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Technical Skills

Operating Systems: Windows XP/Vista/Windows 7/8,10 Mac OS X Snow Leopard, OS X Yosemite, El Capitan

Software Applications: MS Suite (Word, Excel, PowerPoint, Access), Norton, Join.me, LogMeIn, TeamViewer, Remote Desktop

Utilities, Ghost, Adobe, Symantec PCAnywhere, McAfee, Sophos,webroot

Networking: LAN/WAN, TCP/IP, VPN, Ethernet, Routers

Work Experience

Schoology New York, NY

Desktop Support July 2015-October 2015

Provided desktop support to 200 Mac end users while utilizing the Asana ticket system

Troubleshoot issues with Outlook and Salesforce, as well as wireless connectivity errors

Built new Macbooks and repair old computers

Troubleshoot any outlook 2011 or any software issue such as salesforce, ring central.

Coordinated with vendors to assist with tasks such as parts replacement

Helped with our internal network, in particular, ensuring that cables are neat and in good condition

Worked on old desktops to wipe and rebuild them for spare usage

Assisted with Ring Central setup phones and extensions

Kept track of inventory and IT closet clean up

New York University Brooklyn, NY

Junior Desktop Support March 2015-June 2015

Configure, install, and support desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals

Relocate IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals. Handle and resolve customer complaints, obtain and evaluate all relevant information to handle product and service inquiries

Provide technical assistance in migration of client computer systems from Windows XP to Windows 7 platform

Following procedures set by client to save data, image and restore settings to new or existing computer systems

Map network printers, install applications and manage a nightly deployment list

Document and certify completion of migrations to project team

MDC Partners New York, NY

IT Intern / Desktop Support Technician August 2014- January 2015

Performed troubleshooting on Office Printers such as Canon iR-ADV C5255 / iR-ADV C7260 and others so that the treasury section of the company can print efficiently

Planned and handle audio/video setup for conference using Polycom software and test video quality prior to meetings

Organized and setup up to dual monitors for existing users

Organized and manage the server room so that inventory can be easily accessible by the Information Technology Team

Recorded and order missing items such as printer toners, video cables and monitored any expenses and saved the company 10% on expenses

Configured new hire desktops and laptops whether Macs or Pcs based on appropriate user access role

Provided telephone and in-person support to over 200 end users in both windows and Mac, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues

Education

YearUp New York Brooklyn, NY

Major: Information Technology Graduated: January 2015

Borough Manhattan Community College New York, NY

Major: Computer Network and Technology-A.A.S Graduated: June 2013

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