Technical Support Software

Igor Granovskiy

**** ***** ****** *** **, Brooklyn, NY 11235 646-***-**** *******@*****.***

IT, networking, and technical support professional with vast experience supporting end users on-site and remotely with hardware, software, VOIP phone systems and mobile technology. Strong communication, leadership, collaboration and technical acumen. Have lead technology various projects including hardware relocation, system installation, upgrade and retirement projects.

Technical Skills

Window 10, Windows 8, Windows 7, Microsoft Server 2012 R2, Microsoft Office Products, Hyper-V, Android Operating Systems, Smart Phones,

Professional Experience

DeVry University of New York, New York NY Jan. 2016 – Present

Technical Lead Support/System

Manage IT Operations for 300 + users (faculty/staff) and 3000 students across two locations

Supervise, instruct and direct IT Support team of 12 student interns, including hiring sessions and training.

Re-imaging desktops/laptops; Manage computer patching and installed software updates

Maintain log of all activities using Service Now (web-based ticketing system) to update information based on steps taken to resolve reported incidents and review generated reports based on ticket performance.

Troubleshoot support issues, log issues into Remedy Incident Management System, and escalate as necessary

Perform regular maintenance and upgrades of computer equipment

Installed and provided support for the following applications/services: Cisco IP Soft-Phone (CUCM), Calabrio One & Auto Dialer, Citrix, Adobe Connect and WebEx video conferencing

Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.

Using Active Directory to Add Users, Add Objects, Reset passwords and placing users in correct security Groups.

Lead Campus-wide Projects: Server (IDF) Room Re-cabling & Cleaning Project; Removal of outdated PCs and Laptops; PC Hardware Upgrade; Installation of updated Operating System and software

Ultimate Billing IT, Brooklyn NY Feb. 2014 – Dec. 2015

Desktop Support Analyst

Worked closely and effectively with users to replace/repair defective hardware and software

Instructed and trained end-users regarding computer literacy

Assisted new-hire associates with systems setup, including software installation and configuration of desktops

Set up, installed and configured new systems, new applications, and upgrades

Provided installation support and services to setup and changes for PC hardware and software

Maintained, analyzed, and repaired hardware and software systems; Formatted and changed hard drives; Changed Computer Processing Units (CPUs)

Set up a workgroup; ran cables, punched down keystone jacks and patch panels.

Looked after the networking hardware and wireless networks

Configured basic networking and maintenance of printers and routers

VENUX INC, Brooklyn NY Nov. 2013 – Feb. 2014

Technical Support Analyst

Involved in troubleshooting on new hardware and software problems

Handled all the Cabling and Rack maintenance; Connected routers, switches, wireless connection and printers

Configured File Access and Printers on Windows 7 Clients as well as network connectivity

EDUCATION & CERTIFICATIONS

NetCom Learning, New York, NY Nov. 2014 – Jun. 2015

CompTIA A+ - Completed and certified

Kingsborough College, Brooklyn, NY Sept. 2004 – May 2006

Associate Degree, Liberal Arts

Contact this candidate