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Support Desktop

Palm Harbor, Florida, United States
January 24, 2017

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Donald J. Costello

*** ******** **********://

Oldsmar, FL 34677

727-***-**** – Home 813-***-**** - Cell


Helpdesk Support Analyst with strong problem solving abilities and excellent decision making skills with superior client experience. Implemented and Troubleshooting client workstations for Application Support working with Microsoft Servers AD, Exchange, SQL, and IIS. Provide detail Reporting utilizing Ad-Hoc Scripts and Data gathering techniques. I have ability to multitask and adapt in utilizing knowledge base with various software. I am very diplomatic and tactful dealing with all corporate departments. I am accustomed to handling sensitive and confidential information. I am flexible and poise under pressure with demonstrated ability to easily transcend cultural differences. I thrive in deadline-driven environments with excellent team-building skills. I can handle and troubleshoot clients concerns with a variety of solutions using my knowledge and application experience providing clients with fast and accurate support.


Microsoft Servers Administrator on a 2003-2012 Active Directory with Exchange 2007-2013, SQL Server 2012, BI Reporting and Analysis Services, Ad-Hoc Scripts, PowerShell and Data Matrix gathering. VMware server support, Linux Server Red Hat, SUSE, Debian, Ubuntu, Apache, Lamp, CentOS, and FreeBSD, LIFERAY, AS400 Admin, AIX Admin, admin and backing up Windows and Exchange Servers and SQL Server R2 Management Studio 2005-2012, MS Office 2003-Office365 and MS CRM and SharePoint, Google Online office support. IPad, IPhone, and Android devices support. Report Smith, Putty, Bash, Remedy, SIP, QOS, Video IP and Lync Phone Systems, ACT, Sage. Studied and worked with HTML, XML, along with Adobe Products. VSS, Remote Desktop, Cisco VPN Client, LogMeIn, Team Viewer, GoToMeeting, Track-It, Heat, Remedy, Sales force, Portfolio, Switchboard, XETA, CRM-Sage Sales Logix, and WebEx. Install pfSense. Network Support for SONICWALL and CISCO Firewalls, Microsoft IIS, SMS, RDP, and SBS, Telnet, FTP, Terminal Services, Citrix, 2X. Lotus Notes, Web Administrator and cPanel and FTP Support, Telnet/SSH, DNS, Symantec VERITAS Backup Exec, ARCservIT, CSU/DSU, Experience with Electronic Data Interchange (EDI), Visionary HealthWare, Medical Record Software. Solar-Winds Orion Network Monitor.


B.S. Degree in Automated Manufacturing & Applied Science in Electronics Engineering, ITT College-Indiana

SQL Server 2012 Certified, BI, SSRS, SSIS, MDX Queries and Analysis Services

Microsoft Certified Professional (MCP) - A+ Certification (CompTIA)

References Available Upon Request


Desktop and Application Support

Ubishare, LLC, Tampa, 2014 – 2016

Responsible for all Servers, Networking and Desktop support, Telecommunications, Inventory Control, and Asset Management.

Provided network administrator and technical documentation support to all project engineers for all hardware or software solutions.

Implemented a Quality Assurance Program utilizing a Data Backup and Recovery program along with Firewall and VPN service.

Workstation and Network Support duties using Microsoft, Novell, Lotus Notes Server, Nortel, Check Point Firewall VPN Server.

Provided Support to workstations, network servers, sales, marketing, purchasing and office operations to increase productivity.

Desktop Support Technical Analyst

JP Morgan Chase, Tampa, FL 2013 – 2014

Control user logical access to organization resources in business applications, according to system rules and policies.

Control user on privilege emergency access request to ensure these activities are monitored and approved. Maintain knowledge and understanding of internal procedures and IT control policies. Perform security change control and related tasks in compliance with the Information Technology Control Policies, standard operating procedures and reference documentation. Document and highlight any potential risk concerns identified, escalating to management as appropriate. Promoted continuous improvement to streamline the process of producing quality and timely outputs. Respond to Service Manager Incidents and ensure tickets are completed for priority/severity impacts. Exercise a high degree of initiative and independent judgment in prioritizing work. Communicate with global peers across focusing on service delivery improvements. Developed and maintain good rapport with (LOB). Communication with customer-focused and professional. Improve current processes in controlling data quality and regulatory compliance. Manage ad-hoc compliance and security-related projects as required by management. Using Excel with Pivot Tables and running Ad-Hoc Reports with data gathering for SharePoint.

Administrator/Desktop Support

1-Stop Computers, Brandon, 2005 – 2013

Administrator Support for Microsoft AD, Exchange, IIS, SMS Adding groups, Permissions, Account Creation and User Access.

Applications Access using Microsoft Severs, AD, IIS, ACE, Citrix, 2X, cPanel, HP Ticketing System for Client documentation.

Implemented and Support all software used on client’s workstations and applications, web servers, and network systems.

Administrator duties managed network, servers Microsoft, AD, Exchange, Routers, Linux, Apache, RAS, DHCP, DNS, and SMS.

Technical Support for client side applications managed and troubleshot IIS, SQL, XML, and stored procedure with applications updates.

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