It Support Customer Service

LINVAL SMITH

Bronx, New York

*******@*****.*** • 917-***-****

https://www.linkedin.com/in/linval-smith-59386b6/

IT SUPPORT AND MANAGEMENT

Desktop Technician – Technical Deployment – Implementations

Experienced IT Technician with years of progressive experience supporting large and small enterprise clients through technical integration, strategic delivery, change management, repair, and troubleshooting to enable consistent and effective operations. Adept at identifying issues and streamlining centralized support to reduce costly downtime, orchestrate Windows migrations, and ensure all systems run smoothly in fast-paced settings. Certified in MCDST, MCP, A+ and NET+.

Networking

Troubleshooting

Strategic Planning

Data Backup

Installations

Data Migration

Risk Mitigation

Enterprise Software

Remote Access

PROFESSIONAL EXPERIENCE

Estee Lauder Company, New York, NY

Field Service Engineer IT Support 01/2021 – 10/2023

Strong Customer Service Skills

Provide Level 1 and 2 Support Onsite and Remote Technical Support to clients

Work within Ticket Management tool Service Now

Manage clients assets Laptops, Tablet Phones

Track and maintain assets deployment and reclaim within data base

Perform reconciliation decommission of all hardware

Support network and local Printers

Aon Corporation, New York, NY 12/2018 – 11/2020

SUPPORT SPECIALIST

Responsible for system and individual hardware troubleshooting, maintenance, and repair, resolving issues across company and monitoring software and hardware viability. Utilize Configuration Manager to maintain consistency, functionality, and corporate requirements.

Led strategic implementation for remote access setup (VPN), leveraging multifactor authentication Global Protect and LogMeIn Rescue to connect to user devices.

Built out technical platform to deploy new workstations to repair out-of-warranty laptops.

Demonstrated robust knowledge of laptop hardware, applications, basic network connectivity, MS Office 365, Outlook 2010, Acrobat, Skype, and Cisco Webex Avaya,Cisco Phone configuration for troubleshooting and issue resolution as L1&L2 support with ServiceNow ticketing system and Configuration Manager (SCCM).

Supported AV equipment, conferencing capabilities, Cisco phone setup, headset configuration, and printers.

Maintained WAN and LAN connectivity, troubleshooting issues as they occurred to restore network capabilities.

Provided Windows 10 & 7 software and proprietary application support for end users.

Facilitated new hire onboarding and offboarding.

Ford Foundation New York, NY 10/2018 – 12/2018

IMAC TECHNICIAN

Consulted with in-house support team to coordinate major corporate move, tracking installation and networking for all equipment and devices. Performed IMAC support, Breakfix monitors and docking station with firmware upgrades, and other hardware tuning.

Credit Suisse, New York, NY 9/2016 – 8/2018

DESKTOP TECHNICIAN

Developed innovative solutions and troubleshooting for network hardware and software in Windows environment, tracking and resolving incidents through ServiceNow ticketing system. Performed moves, adds, and changes (IMAC) for all routine work on enterprise computer equipment, including installations, relocations, and upgrades in collaboration with end users.

Built and encrypted laptops T440, T450, and T460 including EliteDesk G1, G2, and G3. Processed all incoming equipment for standardized set up, configuration, and cybersecurity.

Optimized network maintenance and trade floor support on weekends to enable daily operations without downtime.

Implemented design and installation initiatives for Wyse clients, troubleshooting error reports and user issues.

Chanel, Estee Lauder, Peak System, Montefiore Hospital, New York, NY 8/2013 – 7/2016

DEPLOYMENT/DESKTOP/PC TECHNICIAN (CONSULTANT)

Drove quality and performance improvement efforts for overlapping projects in large corporate settings in New York.

Built and deployed Lenovo X1 Carbon ThinkPad Laptops in preparation of enterprise update, configuring and connecting all network applications.

Guided and enabled technical resources to enhance change management, including Cisco VPN, Access connection, IP Communicator, Lotus Notes via Altiris Console, docking station, and local printer.

Performed PCT data backup and manual backup of data.

Resolved issues for end users with desktop, local and network printers, and software problems. Responsible for user migration, data backup and deployment with experience in SCCM deployment console and Active Directory database.

Worked with multiple businesses at various locations to configure desktop applications and assure user profile and personal data was complete on new workstation. Tested applications, reimaged computers, and arranged deployment activities for Dell 780 and 790 and local printers from Hp LJ P2015 series.

Arranged legacy hardware collection, storage, and backup while rolling out new enterprise systems.

The New York Times, New York, NY 2/2012 – 2/2013

DESKTOP TECHNICIAN

Identified root causes and carried out large-scale deployments with equipment customization, setup, and new system ghost imaging. Collected legacy equipment and streamlined transition, troubleshooting escalations with first and second level IT support. Tracked calls with end users through ticketing system to create digital trail for hardware and software issues.

Federal Reserve Bank of New York, New York, NY 12/2010 – 1/2012

DESKTOP ANALYST

Handled full life-cycle PC Deployment including maintaining and distributing core Windows build, deploying hardware, re-imaging pc’s, setting up printers, deploying desktops and laptops, wiping data, documentation, and reporting all within defined SLAs.

Performed troubleshooting and investigation of complex technical issues through Remedy Ticket System as escalated by Service Desk and desk side support teams. Identified trends or issues within production computing environment and worked with product engineers and other vendors to resolve them.

Responsible for inventory management, equipment receiving, equipment builds and testing, equipment returns, maintenance services, and reporting.

Verified software licenses with Business Managers according to bank internal policies. Tested machine prior to deployment to end-user and confirmed laptop wireless connectivity.

Utilized Active Directory to correctly manage old and new assets in OU.

Utilized batch file scripts and other forms of automation as necessary to efficiently solve problems within enterprise desktop computing space.

Early experience from 2004 to 2010 working as a technical in desktop, deskside, and fieldwork applications for Siemens (IT Solutions and Business), Credit Suisse, Cable Vision, and Per Scholas.

EDUCATION AND CERTIFICATIONS

Major in Computer Networking, Katherine Gibbs School, New York, NY

Technical Certificate in Computer Technology, Per Scholas, Bronx, New York

Certifications

MCDST, MCP, A+ and NET+

Hardware: HP Dell, LaserJet printers, RAM, NIC, PCMCIA cards, EIDE and SATA drives, Avaya IP phones, Cat5, 5e, 6 and 7 cables, hubs, modems, wireless installation, monitors, scanners, Bloomberg keyboard

Software: Service Now, Altiris remote console, Lotus notes, Wireless Installations Verizon, VPN Anyconnect, Microsoft Works, MS Office 2010, 2013, and Office 365 XP Pro, 2000 Server, Vista, MS Windows 7 8 10. Ghosting: Configuring IP addresses; works with McAfee, Norton Antivirus, Commander, as well as WinZip and Firewall Utilities

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