Desktop Support Team Lead
Resume:
SUMMARY
SKILLS
EXPERIENCE
WILLIAM
HEIDEL
********@*****.***
Staten Island, United States 10309
Dynamic and creative IT professional located in the NYC area with over 20 years of experience in the IT field on the staffing, healthcare, education, and IT outsourcing industries. Looking for new challenges, learning new technologies.Resourceful with exceptional insight and knowledge of Operating systems LAN/WAN environment. Experience includes System Administration Active Directory, IT Specialist, and Desktop team lead. Proactive and hardworking team player with focused mentality and rigorous approach.
• Laptops & Mobile Devices
• Technical support via Remote Services
• Active Directory
• Windows 10
• Remote/VPN Support
• Citrix
• Microsoft Teams
• Microsoft Intune MDM
• Mcafee Encryption
• Service Desk Support
• Hardware upgrades
• Hardware diagnostics
• Technical Applications Troubleshooting
• Team Player
• Supervision
• Flexible
SENIOR DESKTOP SUPPORT SPECIALIST 09/2013 to 07/2021 Mount Sinai Health System - New York, NY
Heidel
• Led Desktop EUS team in wide scale deployment of Win 7 to Win 10 migration. Managed multiple high-end Desktop Win 10 and hardware deployment projects for remote MSHS sites.
•
Led Desktop Support team in migration of users to O360 and MDM Intune management.
•
Assigned Desktop team lead for major wide-scale deployment of Epic EMR Go-Live Support for MSHS West Hospital.
•
Assisted over 700 end-users with domain accounts and privileges issues by applying changes in Active Directory.
•
Resolved over 400 cases where end users were trying to connect through VPN and their connection was rejected or blocked by troubleshooting error messages and applied hot fixes to their devices.
•
Led team of 11 technicians to ensure end-users were provided with timely and high-quality Level 2 Desktop service.
•
Provided Windows 10 and Mac OS support for over 1000 end-users, including troubleshooting and training within a critical health care environment.
•
DESKTOP SUPPORT ANALYST 07/2008 to 09/2013
Continuum Health Care Partners - New York, NY
• Led Desktop EUS team in Successful migration of Windows XP users to Windows 7. Responsible for white-glove service and desktop escalations for Corporate VIP users for Health System.
•
Diagnosed and serviced desktops, laptops, software applications and equipment such as printers and Windows AD print queues.
•
• Cooperation with other teams towards problem resolution/avoidance Led team of six technicians to ensure end-users were provided with timely and high-quality service.
•
Led wide scale deployment for local desktop support team to deploy PGP-Encryption on all mobile-based and laptop devices for VIP Corporate staff.
•
EDUCATION AND
TRAINING
DESKTOP SUPPORT TECHNICIAN 08/2005 to 01/2008
First Consulting Group - New York, NY
Evaluated software testing, deployment and updates to maintain compliance with organizational mandates.
•
Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
•
• Oversaw daily performance of computer use and maintenance. Hardware, software and networking component monitoring, testing and installation to assist maintenance and migration.
•
Removed malware and viruses from laptops and desktop systems using specialized software.
•
TCI College of Technology - New York, Ny
Associate of Applied Science
Occupational Industrial Electronics, 05/1998
Contact this candidate