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Help Desk Desktop Support

Hackensack, NJ, 07601
April 16, 2024

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Alfonso Savastano, MCSE, MCP, CCNA, A+

*** ****** ****** *** **

Hackensack, New Jersey

201-***-**** cell


•A career oriented IT professional with over 24 years’ experience. Proven computer, troubleshooting and networking skills. Outstanding communication, leadership skills and abilities. Running a Team of 11 in charge of 75 locations training of techs in VMware and Networking. MCSE MCP CCNA and A+ Windows 2012R2 and 2016, 2019 Server Certified.

•Tech Lead, Help Desk, Remote Support and Onsite Support assist with escalations

•IT Operations Manager in charge of team of 11, over 75 facilities.

•Windows Server’s 2019 and 2022 installation and builds

•Office 365 account creations and AD sync notifications with Azure 8 years

•Microsoft Azure and Ad sync, accounts and password changes 8 years

•2 factor Authentication using Azure

•Manager of all IT operations in charge of Infrastructure, Security and Service Desk.

•Team Lead Severs, Help Desk and Desktop Support Teams meeting all SLA’s

•In charge of Security Running Palo Alto Firewalls 7 layer CyberSecurity

•Deploying VPN using Global Protect Securing remote, web and Cloud Technology

•Deploying Rapid7 Cyber Security throughout the Enterprise

•SIEM (threat detection, investigation and time to respond)

•Fortinet, Palo Alto firewalls Global Protect VPN distribution

•A Jack of all Trades Network, Servers, VMWare, Hyper V and Security

•G suite using Google for Gmail, Drive, Docs, Sheets, Slides, Forms, Calendar, Google+, Sites, Hangouts, and Keep.

•Mac OSX installations upgrades server connections, IP printing installs

•Mac OSX, 10.5 Catalina, Mojave, Puma, Jaguar, Panther, Tiger, Leopard, Snow Leopard

•Executive Support of all VIP’s in corporate white glove service 10 years.

•Mac Desktop support, help desk, remote Support using Log me In

•Mac Servers Xserve Securing Macs with Casper Suite

•LANDesk management suite 8.8 sp3

•LANDesk management suite installing updates remotely

•ConnectWise ticketing software

•Ipad app additions remote setup to desktop, Outlook set up on IPhone

•In charge of Server and Network Support over seeing all changes and additions

•Extensive knowledge and experience supporting computer hardware and software in a Windows 7 and 8 also windows 10 64 Bit and 32 Bit Environment upgrades to Windows 11 builds and application installs using SCCM

•SCCM installs using configuration manager

•MS Office 365 installation and troubleshooting

•Active Directory creating accounts, group policy’s DNS troubleshooting

•SolarWinds 12 series Dameware remote tool

•All switches HP, Cisco and Extreme firmware upgrades stacking ip routing

•Vlan creation and fiber uplinks and conduit connections.

•Cisco ASA firewalls and Sonic wall TZ series installation and vpn tunnels

•MS Office 2010, 2013 and 2016 installation and troubleshooting

•PST creation and Scan PST fixes on personal folders

•NOC Experience Server Tech monitoring

•Remote tools Log me in also Team Viewer experience

•Server Admin, Support on Windows 2016 and 2019 Servers

•VMWare ESXI 5.1 and 5.5 and 6.0 also 6.5 and 6.7, 7.0 started on ESX 4.0

•Cluster creation also using HA or DRS or both

•VCenter Server on all windows servers from 2008-2016, also 2019

•Network Troubleshooting Cisco Switches and Routers

•Routers and Switches Cisco 1900, 2900’s, 3900, 800, 1800, 2800, 3800, 7200, 7600’s

•In charge of Network Support Team overseeing and making final judgments on all changes and purchases for the network

•We use EMC storage and Fujitsu Eternus Storage for Vmware and file servers

•VTP, STP, RSTP on Cisco Switches

•RIP, OSPF, EIGRP on Cisco Routers

•ACL’s and NAT and PAT on Cisco Routers

•HP Data Protector backups and restores

•Debian Linux Support

•Quest-Dell integration Active Directory to Unix

•Expert Desktop Support Technician

•Application Troubleshooter specialist

•Apple Support using Applejack and other troubleshooting techniques

•Ifconfig on Apple devices also ping other devices on network

•Setup wi-fi in Apple software

•Supporting COO and CFO on their apple IPads, IPhones and MacBook Pro’s.

•Contacting Apple support for IPhone troubleshooting and diagnostics and warranty repair

•Symantec Enterprise Protection anti-virus

•Sophos Encryption on laptops

•Configurations of Desktops including TCP/IP, WINS, DNS and DHCP.

•Extensive application support experience with MS Office 2003/2007/2010/2013

•Working knowledge of a range of diagnostic utilities for troubleshooting network connectivity, applications and workstation and phone systems

•Sophos Antivirus Setup and Encryption Deployment and Troubleshooting

•Safe Boot Encryption experience

•Identified and documented resolutions to complex desktop support issues.

•The ability to absorb & utilize information quickly.

•Exceptional communication skills.

•Citrix Support 6 and 7 admin and VM Ware Support specialist


01/14 to Dr. Gelber Hackensack Dental l Hackensack, New Jersey

Present IT Server Support/Network Support/ In Charge of all IT Operations

•Setting up Security using Palo Alto and VPN tunning

•Rolling out Global Protect to secure VPN access

•Deploying Rapid7 Technology to Secure Cyber Treats in our network

•Configure and administer the network in support of on-going operations and projects

•Windows 7 and 8 and Windows 10 troubleshooting

•IT Tech Lead Managing 72 locations in NY and NJ

•Server deployment ESXi 6.7 using windows 2012, 2016, 2019 servers

•Desktop and Executive Support

•Tech Lead for Information Technology

•Overseeing changes and support for users

•Tech Lead of Desktop Team and Network Team

•Tech Lead of all escalations and final troubleshooting

•All final decisions of all IT operations goes through me

•Manage incidents and requests for network support

•Debian knowledge integration with Active Directory

•Deploy Network technology as directed.

•Support and be responsible for defined system administration activities on the Network

•Actively respond to incidents and requests

•Deploy and document network technology.

•Execute changes in the Network

•Update online tools to reflect deployments and changes (change management, as-built diagrams)

•Interact with other global support and operations teams and customers.

•Provide network administration in support of on-going projects, moves and changes.

•In Charge of all IT operations and purchases.

•Knowledge of network fundamentals, including routing and switching protocols.

•Experience in network operations and deployment

•Network planning and design abilities equivalent minimally to a CCNA certification.

•Server Admin, builds adds and changes

•Storage admin, Fujitsu Eternus, Raid 5 configurations

•Network planning and design abilities equivalent minimally to a CCNA certification

•Apple support for COO and CFO adding mailboxes troubleshooting mail issues

•Adding printing and other software to their OSX installations. IPad configs and IPhone troubleshooting also contacting Apple for further information and diagnostics and warranty.

•Running Applejack on Apple desktops and laptops in user mode to further troubleshoot issues.

01/11 to Kessler Foundation – New Jersey, West Orange

12/13 Server Admin/Network Admin/Executive Support/IT Manager

•VMWare Esxi 5.1 roll out and upgrades on all DL360 HP Servers Gen 6

•In charge of all Windows 7 and 8 images testing and then deployment

•Virtual domain controllers in Environment

•Synchronization between both virtual domain controllers using Esxi 5.1

•Network admin CCNA Certified troubleshooting all issues on Cisco and HP Switches

•VTP, STP, RSTP on Cisco Switches

•RIP, OSPF, EIGRP experience Cisco Routers

•ACL’s also NAT and PAT set up and deployment

•Provide 2nd and 3rd level support.

•VPN Specialist, connection issues, IP issues DNS issues

•Supported over 400 users in this Environment

•Planning and Inventory for Deployment of Windows 7 and 8, 64 bit and 32 bit OS

•Troubleshooting all Outlook issues with Blackberry and Webmail access

•Imaging all machines of Windows XP, Windows 7 and 8, Windows Vista, and Win Server 2003 and 2008

•Router configuration and installation

•Network troubleshooting, IP issues, Cable issues, Router issues, Closet issues.

•Citrix Setup Configuration and Training

•Active Directory: account creation, mailbox setup, and group management

•VMWare setup configuration and training and troubleshooting

•All Updates Service Packs, Anti-Virus, all Patching on Desktops and Servers

•Cloning Desktop Images for Accounting, Traders and Lawyers with Windows 7

•Troubleshooting VPN issues, remote access, and DNS issues

•Adding users and computers to the correct OU in Active Directory, updating group policy

•Troubleshooting Citrix Server Problems, Log in issues and Applications issues

•Account creation on Blackberry Enterprise Server set up and Phone connection


01/11 Desktop Support / Senior Help Desk / Server Admin

•Upgrades on all systems from XP to Windows 7

•In Charge of all Rollouts and Patches On Computer Systems and Servers

•Upgrades on all system from MS Office 2003-MS Office 2010

•Set up Video Conferences for 5 Executives from NY to Colorado to Atlanta

•Imaging all machines from Windows XP to Windows 7

•Upgrades on all Laptops and VPN connections to Windows 7 and MS Office 2010

•Assisting users with all issues with Citrix Server and application issues

•Domain Admin for the company. All backups with Backup Exec.

•Remote assistance to users in all States.

•On Call overnight for Server Support, ILO connections and remote Desktop to Servers when issues arise

•Rolling out all of Colorado and Atlanta and New York to Windows 7 and MS Office 2010

•Installing all applications the users had when using Windows XP Professional on to the new Windows 7 machines

•Troubleshooting all issues with applications on New Windows 7 machines making sure everything works

•Moving Traders on the trading floor and users to new locations, setting up users on new scanners and printers

•Blackberry Enterprise Manager-Setting adding users on BES activating there Blackberry’s

•Use Active Directory and proprietary software to unlock, reset and add app groups to user profiles.

•Setting up users with Multiple machines and Screens

•Network Troubleshooting, Phone Troubleshooting, DHCP Troubleshooting


08/10 Desktop Support / Senior Help Desk / Server Admin

•Team Track ticketing system to write, track and escalate issues on a daily basis.

•Use Active Directory and proprietary software to unlock, reset and add app groups to user profiles.

•Extensive application support experience with MS Office 2000 / 2003 / 2007 XP, OSX, Vista, Windows 7 Desktop support specialist

•Help Desk, Desktop Support-Over 10 years’ experience

•IpSoftphone Installation and configuration VOIP

•Remote Assistance-WebEx, Instant Messenger, Altiris, Dame Ware

•Apple OSX troubleshooting, Panther, Tiger, Leopard

•VPN Specialist, connection issues, IP issues DNS issues

•Supported over 250 users in this Environment, 100 users offsite, remote assistance

•Asset Inventory Manager of Desktops, Laptops, Printers and all Black Berry Devices

•MacAfee updates and Patching on all desktops and servers

•Q/A of IBM, Dell & HP laptops to distribute to users testing all applications and profile

•Phone system/network connection and internet access technician

•Router configuration and installation

•Wi-Fi setup configuration and training

•VMWare setup configuration and training

•All Updates Service Packs, Anti-Virus, all Patching on Desktops and Servers

•Troubleshooting VPN issues, remote access, and DNS issues

•Creating User accounts in Active Directory and Mailboxes on Exchange Server

•Provide 2nd and 3rd level support for Control Point Solution Technologies.

•Troubleshooting Citrix Server Problems, Log in issues and Applications issues

•Account creation on Blackberry Enterprise Server set up and Phone connection

•Troubleshooting Developer Applications Oracle and Database issues

•Troubleshooting all known issues with Blackberry’s phone issue’s and 3rd party software

•Troubleshooting all Outlook issues with Blackberry and Webmail access

•Array Configuration and Drive set ups on Windows Servers

•ESX troubleshooting, Infrastructure VM Ware support specialist

•Building Servers installation of Windows Server 2003 and 2008

•Application troubleshooter engineer 2nd and 3rd level

•Citrix Server Admin Farm evaluation application troubleshooting

•Profile troubleshooting on the Citrix Terminal Server

•Server upgrades and Patch installation Domain Admin Experience

•Exchange experience, ex merge, mailbox troubleshooting, back-ups, cleaning transaction logs

01/04 to CREDIT SUISSE - New York, NY

07/09 Desktop Support

•Provide 2nd and 3rd level support for Investment Banking, Equities, Legal and Compliance, Operations and back office divisions totaling over 6000 users onsite and 20 Executive users

•Strong skills with Remedy ticketing system to write, track and escalate issues on a daily basis.

•Trading Floor Experience-Bloomberg installations and keyboard finger print installs

•Use Active Directory and proprietary software to unlock, reset and add app groups to user profiles.

•Coordinate with Network Command Center to standardize port settings to 100/Half and Full Duplex.

•Q/A of IBM laptops to distribute to users testing all applications and profile

•Router configuration and installation

•Wi-Fi setup configuration and training

•Troubleshooting VPN issues, remote access, safe boot and login in issues

•Safe boot administrator setting up users with log in and passwords for safe boot, group placement

•Perform restores from snapshot as required; coordinate with Command Center/Media Management for tape restores

•Extensive Blackberry and Blackberry Enterprise Server support

•Troubleshooting Developer Applications Oracle and Database issues

•Application troubleshooting with all applications, Excel add-ins, Microsoft Outlook profile issues

•Working remote or at Desktop with users to help and diagnose problems and fix all issues

•Expertise with diagnosing and solving problems with printers and hardware within pcs.

•HP printers 5SI’s, 8000’s, 9050’s, 4345MFP’s, 9000’s HP Color 4550’s, 5500’s, 5550’s

•Setting Static IP’s default gateway and subnet mask for all printers

•Ipsoftphone installation and training

•Troubleshooting applications through REGEDIT

•Disaster Recovery Set up and implementation

•Windows Server 2003 and 2008 installation and configuration

•Blade Servers ProLiant HP and IBM Blade Server Technology

01/01 to TIME INC. - New York, NY

12/04 Desktop Support / IMAC / Hardware Support

•Ensure timely response to the Help Desk calls and enter the appropriate information in a common database.

•Follow up with the appropriate internal/external escalation source as well as the end-user to ensure problem detection and resolution.

•Performed restores from snap shot as required; coordinated with Command Center/Media Management for tape restores.

•Support MS Office 2000 /2003/ XP, MS Outlook, as well as proprietary excel add-ins. Also support other vendor applications as well as proprietary software and Blackberry support

•Support with all software related issues

•Outlook troubleshooting, pst migrations, configuration of profile, connecting to Exchange Server

•Setting up Laptops with profile and Safe boot

•Configuration and VPN set up.

•Troubleshooting VPN, remote access issues, safe boot ext.

•Installing and setting up work stations with dual screen, switchboxes and special hardware

•Printer troubleshooting, diagnostics and repair

•Administrator for Human Resources and Admin Services

•Support 3-4 Executives for Time Inc.

•OSX troubleshooting

•Application installation, diagnostics and troubleshooting and repair

•Hardware and software repair

•Blackberry and Palm troubleshooting

01/99 to BARCLAYS CAPITAL - New York, NY

12/01 Desktop Support Help Desk

•Help Desk, assisting users with all application issues, log in issues, trading issues

•Resolving issues with Bloomberg, Market Data applications, all trading issues over the phone

•Resolving issues with all laptops, printer and scanners

•Building and configuring laptops and Pc’s for deployment

•Resolved and repaired software and hardware issues with employee’s computers.

•Configuring software through REGEDIT32

•Using Remedy to log calls and send tickets to appropriate teams

•Going to Bank Executive’s offices to resolve issues in person

•Assisting with trading floor desktop support to resolve complex application issues at users location


•GT-Solutions: Microsoft Certified School - New York, NY (1999 to 2010)

•Possess extensive experience in Windows XP, Vista, and Windows 7, 8 and Windows 10

•MCSE Microsoft Certified Systems Engineer

•CCNA Cisco Certified

•Windows Server 2008 Certified

•A+ Certified Computer Technician

•Extensive experience in Remedy

•Extensive experience in Helpdesk

•Extensive experience in Desktop Support

•Extensive experience in Server Support –Domain Admin

•Assisted and resolved issues with software for High Ranking employees on a regular basis

•Troubleshooting Mac’s with OSX and OS9

•Troubleshooting Mac’s Hardware and software

•Experience with Panther, Tiger and Leopard

•Extensive experience in Active Directory

•My Desk Experience setting up machines for use of My Desk and training users

•Ipsoftphone installation and training

•Microsoft Office installation and troubleshooting

•Extensive Outlook experience-Ex Merge, Mailbox moves and clean ups

Contact this candidate