Help Desk Active Directory

Anthony Tirado

**** ******** ***., *** ***** • Troy • NY 12180

Cellular 518-***-**** • Email: ***********@*****.***

QUALIFICATIONS HIGHLIGHTS

I am an A + Certified IT Technician with 7+ years of experience working with end-users and professionals. I possess a unique skill for delivering highly complex technical information into terms and concepts that the end users can readily grasp. I am highly skilled at building rapport with diverse individuals while handling complex technical issues via in person, telephone, email, and/or remotely. I’m skilled in responding to tickets generated in a timely manner using various Ticketing Systems.

PROFESSIONAL EXPERIENCE

KeyBank Corporate Office Albany, New York 03/2016 – 08/2016

IT Help Desk Technician

Responsible for providing technical support for laptops, desktops, printers and network connectivity issues as well as applications throughout the Corporate and Retail Key Bank Enterprise’s 2,500+ internal and external clients.

Assist users with all modules including Mainframe. Created/modified/deleted user accounts utilizing Active Directory, as well as security-related and password reset issues, and verifying clients and end users where applicable.

Troubleshoot, diagnose and resolve application issues by researching problems using available information resources such as closed and pending tickets, FAQ's, alerts, or Knowledge Base.

A-Tech Services Bronx, New York 01/2010 – 02/2016

IT Help Desk Technician / Desktop Support Technician

I worked on various projects at client locations in between Contracts. I am the Sole proprietor of this business.

Provided telephone technical support and status updates to 2000+ users while working together with other IT Technicians.

Performed back-ups, installation, repair, and, upgrades of Windows XP/Vista/Windows7/Windows8/Windows10 Operating Systems on clients Desktops and Laptops. Optimizing user’s PC’s for maximum performance.

Installing and configuring Printers and Networks. Then mapping /adding printers to the network and PC’s.

Baldor Specialty Foods, Bronx, New York 09/2014 – 03/2015

IT Help Desk Technician

Monitored and responded to Help Desk tickets in order of priority providing technical assistance, via remote or in-person to an organization of over 200 + users while overseeing the daily performance of computer systems, including Hand Held Mobile Devices and various Printers

Created/modified/deleted user accounts utilizing Active Directory.

Reported all major incidents to supervisor and Network Administrator.

Responding, tracking, and following up to telephone, emails and end user requests for support.

Lincoln Computer Services, New York, New York 04/2014 - 07/2014 Memorial Sloan Kettering Cancer Center - Help Desk/Desktop/Information Systems-Deployment

Monitor and respond to Help Desk tickets in order of priority using Zendesk

Set up equipment for employee use, ensuring proper installation of cables, operating systems, and software, in newly renovated areas in Memorial Sloan Kettering Cancer Center & Rockefeller Center.

Performed Windows 7 migration and implemented security measures. Resource allocation, installation, deployment & testing of medical and non-medical work station images.

CTI Tech Source New York, New York 05/2009 - 12/2009

Help Desk Technician

Monitored helpdesk tickets then responded to tickets in order of priority providing technical assistance via remote or in-person to an organization of over 250+ users.

Created/modified/deleted user accounts utilizing Active Directory.

Reported all major incidents to supervisor and Network Administrator

EDUCATION

PerScholas Institute for Technology Bronx, New York 10/2008 - 02/2009

Completed 500 hours of hands on training in computer installation, repair, and, maintenance.

Completed courses in creating, Power Point presentations, Access, Excel, and, Microsoft Word files.

Acquired CompTIA A+ Certification

Manhattan Educational Opportunity Center New York, New York 05/2008 - 09/2008

Completed 500 hours of hands on training in computer installation, repair and, maintenance.

Completed courses in creating, Power Point presentations, Access, Excel, and, Microsoft Word files.

Acquired Certificate of Completion

Hudson Valley Community College Troy, New York 02/2004 - 06/2006 Attend for 2 years, Liberal Arts Studies (Psychology, Business, and, Macroeconomics).

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