Desktop Support Analyst
Resume:
Thomas Onofrietti
West Islip, New York 11795
********@*******.***
Experience:
Northwell/Allscripts 1/2017 – 11/2023
Desktop Support Analyst
Worked in an Administrative and Clinical environment
Created and updated Print Queues on the print server
Reset iPads to factory settings
Reserved IPs using DHCP
Activated network ports for devices
Upgrading memory on desktops and laptops
Re-imaged computers and installed software
Troubleshooting computers,(Including WOWs)printers and network issues
Moved computers to different OU’s in AD
Supported many projects as in Software upgrades
Handled departmental moves
Did rounding’s checking on computers and printers
Used CA and Service Now ticketing system
TekSystems/Veeco Instruments 8/2016 – 1/2017
Desktop Support Analyst
Creating AD/Email accounts and adding to the correct OU and to the correct mailbox location
Imaging Computers and adding to the correct OU
Resetting passwords for AD accounts and SAP accounts
Creating Distribution lists
Using remote software such as Dameware and GoToAssist
Creating/removing accounts for GoToMeeting
Installing and configuring WebEx software
Adding/Removing accounts and configuring Mozy backup software
Creating SharePoint sites and adding users
Troubleshooting Windows, Email and all software and hardware issues
Installing and troubleshooting printers
Troubleshooting Network and VPN problems
Handling Terminations and deleting accounts
NBTY/Lloyd Staffing 6/2011 – 6/2016
Helpdesk Analyst
Creating tickets in the ticketing system Service Now
Working with users via telephone calls and helpdesk mailbox
Using remote software such as VNC, Dameware and RDP
Submitted implementers from the AS400 development box
Administrator rights for troubleshooting issues on the AS400 production boxes from the command line for POS and corporate users
Troubleshooting POS register issues which includes registers, bar code scanners, receipt printers and AS400 server
Troubleshooting network issues for POS and corporate users
Resetting passwords and re-enabling accounts via Oracle OIM (Windows AD) and AS400 systems
Creating and adding users to distribution groups via EMC (Exchange Management Console)
Wireless troubleshooting for corporate users and adding corporate connection to users’ laptops
Creating wireless accounts for associate and consultant users
Troubleshooting printer issues for POS and corporate users (Windows and AS400) and installing printers (Windows) for users
Worked on Outlook issues for corporate users
Fixed Lotus Notes issues for corporate and POS users
Troubleshooting VPN issues
Wrote documentation for AS400 and MAC
Honeywell/Kensington Computer Co 4/2005 – 7/2009
Desktop Support Analyst
Installed, configured, and did troubleshooting on software such as Novell, Microsoft Office, Entourage, Agile, Mentor, Image Master, IM Browser, MathCAD, Forecast, Showcase, Clarify, Citrix, Compass and PCOM
Diagnosed and repaired all hardware issues on desktops and laptops. Worked with Blackberries and had access to the BES.
Deployed and did troubleshooting on McAfee anti-virus and Safeboot encryption
Created, updated and uploaded Symantec Ghost images to the server. In addition, “Multicast” images to the client computers
Rectified local and network printer issues as well and configuring all printers such as Dell, HP and Xerox
Corrected VPN issues as well as configuring VPN Software
Helped with moving users from a Novell network environment to a Windows network environment
Teamed with two other technicians, and helped move and set up over 400 users from six buildings in Syosset to one building in Melville
Investigated and resolved networking issues
Configured Microsoft exchange and Entourage email
Setup and troubleshot local and network printers
Coordinated the moving of users to offices/cubicles
Upgraded computer hardware and software for all users
Summary:
An IT Professional with over twenty years of experience specializing in working with all levels of clients’ abilities from beginner to advanced, from new employees to executives and engineers. I have worked hard to build up a good rapport with each user to learn their computer needs and make sure the user knows I am there for them. Knowing the users’ needs allows me to work more efficiently and reduce computer downtime, resulting in a better experience for the end user and higher productivity for the company.
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