Senior Desktop Support

William DeTorres

*** *** ****** ****, ******, New York 12547

Phone: 914-***-****

Email: ******.**@*******.***

Summary: A+ Certified, Information Technology professional with extensive work

experience in the areas of desktop support and systems administration. Over 15

years of computer support with an equal amount of customer service experience.

Strong analytical, customer service and problem solving skills. Self-starter with

outgoing personality and excellent people skills.

Experience: REALOGY CORP., Madison NJ 7/02 – Present

Network Analyst 12/14 - Present

Monitor all network components including: core, distribution and access layer devices.

Record and resolve all issues and events in HEAT trouble ticketing system.

Identify, analyze, isolate, and diagnose problems using strong analytical skills.

Coordinate on-site Internet provider dispatches with our company technicians.

Generate customer utilization reports and enable syslog to track high talkers.

Troubleshoot Fortinet and Juniper Firewalls, Cisco routers and switches.

Troubleshoot Meru Wireless Access Point connectivity issues.

Senior Technical Analyst 11/08 – 12/14

Implement and maintain LanDesk Management Suite 9.5 software managing the LANDesk server and 1600 computers.

Deploy software packages like Webex and Junos VPN companywide through automated tasks, decreasing manual installations by over 30 percent.

Interview and train new employees for the Desktop Support team.

Provide second tier support to vendors and other system support units.

Provide desktop support for over 1200 corporate users onsite and remotely.

Maintain standards, test, implement and purchase desktops, laptops, tablets, printers, scanners, cameras, peripherals, and all software.

Provide technical support and assistance for desktop technicians on the team.

Application support: MS Office Pro 2010, 2013 Windows XP, 7, 8.1 Server 2000, and 2003, Internet Explorer 9, 10 ACT, HEAT, Adobe, Cisco VPN, Juniper VPN, EPO, and VirusScan 8.8, WSUS, LANDesk.

Monitor and repair McAfee VirusScan through out of date reports.

Purchase and support MACs and software for Graphics and Marketing departments.

Create software and hardware queries and reports for senior management.

Handle projects and other tasks assigned by Management.

Senior Desktop Support Specialist 5/03 – 11/08

Provide desktop support for over 100 corporate users onsite and via LanDesk.

Maintain standards, test, implement and purchase desktops, laptops, printers, scanners, cameras, peripherals, and all software.

Manage and maintain 5 network servers including tape backups with Veritas software.

Administer Epolicy Orchestrator 3.5 and VirusScan 8.5 software on 2200 computers.

Implement and maintain LanDesk Management Suite 8.0 software managing the LANDesk server and 2200 computers across 150 branch offices.

Order and schedule new circuits as well as circuit upgrades for branch offices.

Provide technical support for branch office field technicians in NY, NJ, and CT.

Application support: MS Office Pro 2000, 2003, 2007 Windows 2000, XP, Vista Server 2000, and 2003, Internet Explorer 6, 7 ACT 6, Foxpro, HEAT, Adobe, Ghost 7.5, Cisco VPN, PC Anywhere 10, Veritas Backup Exec 9, EPO 3.5, and VirusScan 8.

Purchase and support MAC G5 computers and software in 2 Marketing departments.

Create users and email accounts using Active Directory.

Customer Support Specialist 7/02 – 5/03

Create technology trouble tickets using Support Logix.

Create and modify Crystal reports that organize data from Support Logix.

Create and administer AT&T dialup accounts for remote dialup users.

Support and troubleshoot network, printer, internet, and intranet issues.

Application support: Internet Explorer, MS Office, Windows NT, 98, 2000, and XP.

Reset passwords for NT, VPN, AT&T, Trident, and various company websites.

PERSHING, Jersey City, NJ 8/01 - 7/02

Help Desk Analyst Level II

Reset passwords for NT, Novell, IBM Advantis, Empire Time and Remedy.

Create technology trouble tickets using Remedy and CSERVE.

Knowledge of Tandem; start trading lines, troubleshoot outages, investigate

sequence gaps and monitor queues, supporting all Exchange floors in the country

Support Lotus Notes, Internet Explorer, MS Office, Windows NT, 98, 2000 and XP.

Support network printer issues: starts stops, transfers, retrievals, and purges.

GE CARD SERVICES, Stamford, CT 2/01 - 3/01

Mainframe Help Desk Operations Analyst

Reset user mainframe and Windows NT passwords, printers and other related

peripherals by using VTAM, VPS, SDSF. And ACE.

Dealing with file permission and security issues, escalating to the proper groups.

Opening trouble tickets using GEMS 3.0 and interacting with third party vendors

IBM, Wal-Mart, Finger Furniture, HSN, QVC, Value Vision, and Home Depot.

MEDICONSULT.COM INC., Tarrytown, NY 3/00 - 1/01

Technical Support Specialist-2nd Level

Provide ISP and web page support to physicians via telephone and email.

Resolve connectivity issues with Dial-Up Networking, and TCP/IP.

Support Physician’s Online Dial-Up software 32 bit and 16 bit versions.

Support live and taped video and audio medical broadcasts (remote connectivity issues)

Provide support with all versions of Netscape and Internet Explorer.

Education: A.A.S in Computer Information Systems December 1999

SUNY at Orange County Community College

B.S. in Business, Management, and Economics, Concentration in IS May 2015

SUNY Empire State College

Phi Theta Kappa International Honor Society

Comptia A+ Certified Technician

Cisco CCENT Certified Technician

Dell Certified – Latitude, Dimension, and Optiplex

McAfee Antivirus Administration VirusScan Enterprise (AVD-101-VSE-TCL)

McAfee Antivirus Administration ePolicy Orchestrator (AVD-101-ePO-TCL)

LANDesk Management Suite v7.0 Foundation Skills

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