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Desktop Support Software

Jersey City, New Jersey, United States
January 07, 2017

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Blessing Igiri

** ******* ****** ****** ****, NJ 07306

201-***-**** or 201-***-****


To obtain a computer support position within a dynamic, team-oriented environment where I can utilize my experience and skills to meet the goals of the company.


Experience with deployment methodology such as System Center Configuration Manager (SCCM), Using Online & Offline installation stick.

Strong knowledge of Active Directory and Group Policy

Good overall knowledge of Windows desktop operating systems (Windows 7 preferred) and how software interacts with them

Advanced knowledge of the Windows registry, file and folder security, local/domain user security, and operating system troubleshooting.

Ability to interact with vendors, technology experts, and application users during the development and testing process

Strong software troubleshooting skills

Understand enterprise antivirus software such as MacAfee and Symantec antivirus scan software.

Self-starter with high energy and drive to meet the needs of a demanding customer environment.

Ability to think creatively as well as adapt and contribute to changing environments.

Strong interpersonal skills and the ability to work effectively with both customer and Eden resources.

Ability to define problems collects data, establish facts, and draw valid conclusions.

Strong verbal and written communication skills.

Attention to detail and strong organization skills.


Windows Skills : Windows XP, Vista, 7, Microsoft Active Directory, Window Easy Transfer Tool, Microsoft Exchange 2003, 2007, 2010 and 2013, Microsoft SQL 2005, 2008, Microsoft Office 2003, 2007, 2010,, Blackberry Enterprise Server, Killdisk, PC Health Check, Data Retention, Ghost / Ping Image Restoration. Remedy and Service Now Ticketing systems.

Hardware: Printers, Apple Macbook Pro, Workstations, Laptop, Killer Wireless-N 1202, Servers, Routers, Switches and Firewalls

Software: Microsoft office suites 2010, Antivirus and Anti-Malware Software, Oracle OnBase, Interwoven, FileSite, imanage, IBM Lotus Note 8.5, Blackberry Enterprise Server,

Networking: DHCP, WAN, LAN, TCP/IP, DNS, VoIP, WLAN, Switches and Firewalls, Strong understanding of networking and routing

Remote Networking and Data Backup skills: Data backup, Remote desktop technologies (Windows RDS, Citrix), Cisco AnyConnect Secure Mobility, VNC.


Desktop Support Engineer 02/09/2016 – 08-26-16

Update Legal Inc. 1040 Avenue of the Americas, NYC, NY. 10018

Assist with day to day user requests via phone, email and walk-ins.

Setup Projector and Video Conference Meeting connection various sites.

Create end user account in AD, Reset password and unlock accounts

Create end-user email account, and add email address to distribution list using Smartermail

Create/configure and manage user account in Gmail using BetterCloud.

Create/setup and manage user account at various site, including 55 Broad Street, Miami and LA using Isonas pure IP Access Control.

Inspect/Repair/Inventory IT loaner equipment for meeting and user travel request.

Experience with ServiceNow, Remedy and TrackIT Ticketing systems.

Remote support using FortiClient V5.4 SSL-VPN, RDP and Remote Desktop.

Maintain and support corporate standard Operating system build process.

Imaged PCs’ using Ghost / Ping image Restoration software.

Configured HPDM console for purpose of Imagining and pushing resources on HP Thin Pro 620 Linux clients.

Install, configure, test and troubleshoot end user workstation hardware, networked peripheral devices.

Recommend and implement corrective hardware solutions, including warranty repairs as needed.

Desktop Deployment Analyst 04/15/2015 – 02/04//2016

ST Consulting International Inc.

Montefiore Medical Center, #3 Executive Blvd Yonkers, NY

Receive and respond to incoming calls, alerts, and email regarding PC hardware or software related problems.

Develop and maintain an inventory of all Monitors, system units, printer, scanner and other peripheral equipment.

Responsible for backup infrastructure health check, testing, deployment, migrations, patch, upgrade and change management.

Setup and configured local and network printers including Intermec, P2035, HP Office jet 6500A Plus, HP Office jet Pro 8600 and Dymo Label writer 459 model.

Setup and configured Scanner, Credit card swipe device, and applicable software.

Create user account and reset domain account password using AD.

Deploy Software using deployment tools such as LANDesk Management Console, SCCM and Altiris.

Strong Network troubleshooting skills on a Windows environment.

Support end-users using various Remote support tools; such Bomgar, Tigh VNC, Remote Desktop.

Prioritize and manage multiple tasks and projects concurrently to meet deadlines.

Worked on weekends and beyond normal business hours when required.

Understand enterprise antivirus software such as MacAfee and Symantec antivirus scan software.

Windows 7 Deployment Engineer 06/26/2014 – 04/12/15

PamTen Inc. Princeton, NJ.

DTCC, 540 Washington Street, Jersey City, NJ

Participated in migration project from Windows XP to Wins 7, 8 using Windows deployment services for imaging and deployment process.

Upgrade various desktop, Laptops and Thine-Client devices at different work-sites, including Tampa, Dallas, Manhattan, Brooklyn and Jersey City.

Extensive experience developing zero touch OS migration solutions.

Extensive experience working with SCCM Server configurations and deployment.

Backup / Re-image Dell Optiplex 620,745, 755, 990 desktop Pc’s’ including Dell, 4310, 6320, 6410, Lenovo T400 and T612 Laptops.

Responsible for execution of Win 7 scripts, asset tracking of legacy equipment and new equipment and workstation decommission.

Precisely used User State Migration Toolkit (USMT) 4.0 to implement USMT Scan State on User’s legacy Machine.

Run USMT Load State, copy Nk2 files / PST/ favorite/ Business and personal folders to the new windows 7 Machines.

Run USMT Backup State on XP machines labeled and place equipment in the storage unit.

Experience with Domain migration from Windows Server 2003 to Windows server 2012 R2

Extensive experience with AppSense Desktop Management, VDI and VPOD.

Worked on enterprise VDI deployments.

Experience with VMware View (Horizon) version 5.x and VMware Vsphere 5.x.

Built VPOD via VMware Vsphere console and SCCM.

Assign VPOD to Users using Citrix XenDesktop Directory link.

Troubleshoot MS Lync, Outlook and Lotus Notes issues.

Sr. Windows 7 Deployment Engineering Lead 10/16/2013 – 06/16/2014

Robert Half Technology, Saddle Brook, NJ

Quantitative Management Associates LLC, A Subsidiary of Prudential Insurance Newark, NJ (Consulting Assignment)

Designed, Managed, implemented, administered, migrated and supported all facets of MS Exchange within various Windows domains.

Creation of Exchange Connectors, Routing Groups, Public Folders and Exchange related tasks

Troubleshooting of SMTP, POP3, IMAP, Lotus Notes and other messaging issues

Architect for MS Exchange and Enterprise Vault upgrades and installs.

Participate in migration project from Windows XP to Windows 7 using Windows Deployment Services

Maintain and support corporate standard Operating System build process

Surveying current PC and applications for Windows 7 compatibility issues as well as gather any unique hardware, application, and software requirements.

Coordinate, build, customize, prepare new pc and decommission old pc for the users.

Install or troubleshoot software or hardware as required by user.

Export end Users digital Bank certificates from their legacy machines.

Desktop Support Technician 05/2013 – 09/2013

The Wellstone Group, LLC. Oyster Bay, New York

NYU Langone Medical Center, 14 Wall Street, New York, NY (Consulting Assignment)

Migrated and supported all facets of MS Exchange within various Windows domains

Experienced with the Qwest Migration Tools and Blackberry Server.

Strong hands on experience of implementing and managing Windows based servers with applications such as SQL 2000/2005 (Standalone and Clustered), Active Directory, and IIS

Creation of Exchange Connectors, Routing Groups, Public Folders and Exchange related tasks

Managed and implementing various Disaster Recovery products to the environments

Troubleshooting of SMTP, POP3, IMAP, Lotus Notes and other messaging issues

Proficient in supporting Blackberry and Sametime environment. Including application upgrades, device and user authentication and troubleshooting of connectivity issues

Upgrade memory to 4GB before re-imaging and ghosting the device.

Join device to the domain and install software’s such as Adobe Pro, Epic, Crystal Report, Oracle OnBase, Ms-Lync, Fire fox and Chrome.

Provide desktop support, which includes installation, troubleshooting, and maintenance of PC hardware and software, printers, audio/visual equipment, Laptops, telephones and mobile devices.

Provide customer support at various sites including One Park Avenue, and 360 Park Avenue in NYC.

Windows 7 Migration Design Lead 10/2012 – 04/2013

Eden Technologies, NYC, NY

CIT Bank, Livingston, NJ (Consulting Assignment)

Create a personable and professional image as relates to all client interactions (walk-ups, inquiries, desk-side visits, status calls, etc.)

Travel to and from customer location in Northern NJ independently and to various locations within the Domestic US and International locations.

Execute defined Windows 7 user data migration and OS upgrade workflow.

Execute defined post upgrade QA checklist and remediate or escalate issues as necessary.

Escalate problems or issues to the designated Deployment Technician Lead when unable to resolve independently.

Participate in customer projects and meetings as required, executing assigned project tasks within timeline and budgeted hours.

Interfacing with end users, assuring proper receipt, scheduling and deployment of machines.

Reset end user password and Backup user profile; re-image Dell desktop, 960, 990 Latitude E6420 and Lenovo T43, T420s, T430s laptops and Apple Macbook Pro

Ghost backup user machine, upgrade Memory and update BIOS.

Restore migrated end user profile to a pre-built windows 7 image.

Verify steps post build and install package software using Symantec with Altiris.

Test applications, verify computer map drives, network printer drives and deploy upgraded computer.

Install software including third party applications to the desktop pc, Laptops and Apple Macbook Pro.

Experience with deployment methodology such as System Center Configuration Manager (SCCM), login scripts and group policies.

Windows 7 Migration Technician 06/2012 – 08/2012

Teksystems, NYC, NY

Pillsbury Winthrop Shaw Pittman LLP, NYC, NY (Consulting Assignment)

Assist users with all IT related problems in areas such as MS-Office 2003, 2007, 2010, Microsoft Lync 2010(communication tool), LegalKey, FileSite, Adobe Acrobat X Pro, KI Systems, VPN, and Remedy ticketing system, shared files, printing.

Took part in migration project to upgrade 250 users to windows 7, Office 2010.

Backup / Re-image Dell Optiplex 620,745, 755, 990 desktop PC’s’ including Dell, 4310, 6320, 6410, Lenova T400 and T612 Laptops.

Responsible for execution of Win 7 scripts, asset tracking of legacy equipment and new equipment and workstation decommission.

Precisely used User State Migration Toolkit (USMT) 4.0 to implement USMT ScanState on User’s legacy Machine.

Run USMT LoadState, copy Nk2 files / PST/ favorite/ Business and personal folders to the new windows 7 Machines.

Run USMT BackupState on XP machines labeled and place equipment in the storage unit.

Configure, install software, hardware, permission modification and OS installation on windows.

Test and deploy equipments (desktop pc / Laptop), checked all applications, network connection, reaffirm the left monitor is the primary monitor incase of a dual display and test printer and MS LifeCam camera are working properly.

Troubleshoot / resolve technical issues assigned via Remedy tickets emanating from post migration and other related support.

Desktop Support Technician 04/2012 – 05/2012

Native Staffing

BASF Chemical, Florham Park, NJ (Consulting Assignment)

Assisted in setting up 1000 users at the new site.

Diagnosed, Troubleshoot and resolved computer related problem.

Troubleshooting windows 7 systems and Office 2010 suites.

Upgraded and replaced desktop and Laptop hardware and software.

Installed and troubleshoot printer connectivity issues.

Assisted users with password reset using AD.

Install and configure Desk Telephones.

Help Desk Analyst –eAudit 01/2012 - 03/2012

OCS Technology, NJ

KPMG, Montvale, NJ (Consulting Assignment)

Process eAudit PDF files in a lab environment for the 2011 Tax Season.

Responsible for providing first level help desk support to service partners and KPMG employees.

Perform basic troubleshooting tasks and resolution on desktop systems.

Diagnosed and repaired on-site software and hardware problems.

Perform other duties as assigned.

Desktop Support ANALYST 08/2011 - 10/2011

Staff IT, NYC, NY

The Topps Company, inc. NYC, NY (Consulting Assignment)

Provide end user support including phone and onsite support.

Troubleshoot, and resolve issues with Windows XP and Windows 7 desktops.

Coordinate with Verizon, T-Mobile and NEC on creating new account and adding user to the Blackberry Enterprise server.

Provide desktop application, hardware, printer and network support for all users, including local users as well as users at remote locations (Duryea, Scranton, and Miami).

Troubleshoot and resolve complex Software/Hardware/Networking issues.

Assisted users to unlock account reset password and set group policy using AD.

Coordinate with Desktop Engineers to create and deploy desktop images from scratch

Appropriately log calls with all required information into Numara TrackIT ticket management system.

Review open problem tickets daily. Follow up with open work orders.

Maintain inventory of equipment *PC, laptop, phones, printers, peripherals and proper storage of equipment.

Customer Support Specialist 05/1997 – 06/2011

Dow Jones & Company, Inc. NYC, NY.

Provided Phone and desk side computer support for on-site and remote Users

Supported the following software applications: MS Office 2003, 2007, Outlook 2010, Windows XP, 7 Windows 7, Internet, Intranet, Adobe Acrobat 9, and VPN.

Took part in migration project to upgrade to Windows 7, MS Office 2010.

Used Remedy and Numara TrackIT software’s to log and escalate calls.

Guided user through firm laptop wireless connection issues.

Provided Blackberry, IPad, IPod and Telephone Password / voicemail setup for on-site Users

Setup WebEx, Projector and Video Conference for meeting sessions.

Walked users through exchange server connection for iphone and iPad.

Recreated user profile for Windows and MS Outlook to troubleshoot various issues

Performed spyware and pop-up clean up using Malware bytes and MS Essential.

Active Directory Account - Created, terminated, moved and changed network accounts.

Exchange Server Account - Setup email accounts, security groups and distribution groups.

Loaded/configured “Ghost” image file on client PC from server during deployment.

Configured and assigned daily loaner HP laptops to Users.

Oversaw daily office technical resources including all equipments.

Provided support and assistance in the development of work projects.

IT Support Technician 03/1994 – 05/1997

Prudential Insurance Company, Newark, NJ

Installed/configured/troubleshot Windows NT workstation 4.0 and laptops in an IP environment.

Upgraded Windows NT 3.5 to workstation 4.0

Performed phone and desktop support by assisting users to resolve network connectivity problems over the phones or at their desktops.

Maintained database of network problems and solutions for support team.

Add/moved/changed users on the network.

Setup /configured local and network printers for client


Jersey City State University, Jersey City, NJ

Bachelor of Science, Business Administration

TRAINING & Certifications:

AVTECH Institute, Fairfield, NJ

MCITP, Security+, CCNP and CCNA Certifications

Successfully completed- Networking Essentials, Microsoft

Successfully completed- Troubleshooting with Sniffer Network Analyzer, Network Associates

Network Engineer, Metropolitan Institute of Network Technology, NJ

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