Abdias Maleus

Medford, MA ***** ad4yd0@r.postjobfree.com

+1-857-***-****

Experienced and friendly Help Desk Technician with 5 years of providing excellent customer service and technical support. Skilled at maintaining positive communications, resolving problems and incidents, and documenting transactions. Certified in CompTIA+ and CCNA.

Authorized to work in the US for any employer

Work Experience

Help Desk Tier II

Beth Israel Lahey Health - Boston, MA November 2023 to Present

Help Desk Tier II

Beth Israel Lahey Health - Boston, MA November 2023 to Present

•Resolved technology issues for 100+ users per day, achieving a 98% success rate and a 90% customer satisfaction rating.

•Completed incidents and requests in a timely and thorough manner, following the standard operating procedures and service level agreements.

•Identified trends in incidents and reported them to the problem management team for root cause analysis and resolution.

•Provided end user support and training on various software and hardware systems, including audio visual, computers, printers, phones, peripherals, and web portal access.

•Managed access and security rights according to the IT security matrix and the user's role and responsibilities.

•Escalated complex issues to the appropriate team leads, vendors, or service contracts, and monitored their progress and status.

•Performed in-depth troubleshooting, computer builds and repairs, and deskside and remote service.

•Created or updated two knowledge base articles per week, sharing best practices and solutions with the team.

•Participated in on-call support and daily walk around on floors at the corporate office. Skills

Operating Systems: Windows XP, Windows Vista, Windows ME, MAC Multitasking and Prioritization

Technical Troubleshooting Documentation Development Organizational Skills

Resolving Problems and Incidents Customer Service Support

Help Desk Support Computer Diagnostics

Microsoft Windows and Office

Remote Technical Support Vendor Relations

Work History

Service Desk Technician Tier 2, 011/2023- Current

•Beth Isreal Lahey Boston, MA

Receives requests escalated from Tier 1/scheduled work Works to resolve technology issues assigned to them Completes incidents and requests in timely thorough manner Identifies trends in incidents to service problem management Provides end user support and training

Provides deskside service

Skilled for computer builds and repairs Available for site travel

Performs all responsibilities of tier 1

Escalation response of incidents and service requests

In depth monitoring and response of systems failures and alarms Performs in depth troubleshooting of computer systems

Deskside & in depth remote service of software & hardware that includes but not limited to audio visual systems, computers, printers, phones, peripherals, approved individual and enterprise software, web portal & network access

Manages access and security rights as per IT security matrix Escalates to appropriate team leads for troubleshooting

Escalates to vendors under existing service contracts, manages, records & documents vendor SLAs Cross training with Tier 1

Create or update (2) knowledgebase articles weekly On call support as assigned by Service Desk Manager Perform daily walk around on floors at corporate office.

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions. Documented transactions and support interactions in system for future reference and addition to knowledge base. Removed malware, ransomware and other threats from laptops and desktop systems. Uploaded new software, rolled out updates and applied patches to desktops and laptops.

Installing drivers

Installing and replacing monitors Updating and Creating Digital Inventory

Desktop Support Analyst

Brigham and Women's Hospital (BWH) - Boston, MA May 2023 to September 2023

Desktop Support Analyst

Brigham and Women's Hospital (BWH) - Boston, MA May 2023 to September 2023

•Installed, modified, and repaired software and hardware systems on Windows and Mac devices for 50+ users per day.

•Re-imaged machines with specific images for corresponding divisions within the hospital using SCCM and Migration Assistant.

•Used ticketing systems to manage and process actions taken and communicate with the users and the IT team.

•Removed malware, ransomware, and other threats from laptops and desktop systems using antivirus software and tools.

•Prepared evaluations of software (EPIC) and hardware performance and recommended upgrades or changes as needed.

Lead Desktop Support Analyst Childrens Hospital Boston - Boston, MA December 2022 to May 2023

•Installed software, modified and repaired hardware and resolved technical issues on Windows and Mac.

•Provided base level IT support to non-technical personnel within the business.

•Used ticketing systems to manage and process actions taken.

•Re-imaged machines with specific images for corresponding divisions within the hospitals using SCCM and Migration Assistant.

•Managed call flow and responded to technical support needs of customers.

•Prepare evaluations of software (EPIC) or hardware, and recommend improvements or upgrades

•Built and provided basic end-user troubleshooting and desktop support on Windows, and Mac systems.

•Identified and solved technical issues with a variety of diagnostic tools.

•Resolved customer issues in a clear, courteous and straightforward manner.

•Resolved problems with malfunctioning products.

•Demonstrated professionalism and courtesy with customers at all times.

•Followed up with clients to ensure optimal customer satisfaction.

•Remained up-to-date on the latest technologies and solutions applicable to company products.

•Compiled and accurately entered electronic data.

•Install and configure wireless networking equipment.(LAN/WAN)

•Set up PC and Apple desktops and laptops and all types of mobile devices.

•Opened and closed and Escalated Troubleshooting and Software tickets on Jira and Service Now

•Set up user profiles for new employees on Microsoft office 365

•proficient with Excel Spreadsheets

•Has done Asset inventory on hardware and Updated Old software

Amazon Fulfillment Associate

Amazon DSP - Revere, MA November 2021 to January 2022

Stowing Picking Packing and Scanning Boxes into an Inventory

•Assisted management with daily operational agendas regarding process flow.

•Monitored thru-put, production and communicate status and updates to management team.

•Unloaded trucks in a timely manner for CPT.

•Loaded trucks to ensure load quality, capacity and timely dispatch.

•Scanned products on the DDU line for same day and next delivery.

•Maintained the accuracy and integrity of the Sort Center trailer yard through meticulous attention to detail and daily yard audits.

•Ensured all trailers depart on time with zero defects.

Playmaker

Legoland Discovery Center - Somerville, MA December 2018 to November 2021

Hosting rides, operating rides, customer service.

•Adopts an enthusiastic, assertive, and passionate approach to Guest Service, and demonstrates the Merlin Values at every opportunity.

•Seeks out guest contact and displays enthusiasm and boundless amounts of fun energy.

•Ensure all public areas have well stocked displays and point of sale, ready for the attraction opening and that the areas are maintained and kept in a clean and tidy manner throughout the day.

•To follow opening and closing procedures as detailed in the department’s operating plan.

•Responsibility to ensure compliance of Health, Safety & Security within the workplace,

Desktop Administrator Ebenezer Daycare - Medford, MA November 2015 to May 2017

handling all the day-to-day operations of a children's daycare center fostering a positive Relationship and fundamental communication between parents, teachers and children. Filing medical Documents and updating children's eligibility

•Implemented and managed desktop infrastructure upgrades, resulting in improved system performance and increased user satisfaction.

•Provided comprehensive technical support to end users, troubleshooting and resolving hardware and software issues promptly and effectively.

•Collaborated with cross-functional teams to develop and implement desktop imaging and deployment processes, resulting in streamlined workflows and reduced downtime during system upgrades.

•Conducted regular system audits and implemented proactive measures to ensure data security and compliance with business policies and provider regulations.

Merchandise Team Member The Home Depot - Everett, MA October 2015 to April 2016

My duties consist ofinventory management, auditing, stocking, machine operations, customer service, store maintenance, assembling and accessing current and future projects.

Education

Diploma in Medford High Medford High School - Medford, MA 2007 to 2011

Skills

•Customer service

•Cashiering

•Merchandising

•Cold Calling

•Word processing

•Administrative experience

•Cash Handling

•Haitian Creole

•Microsoft Excel

•French

•English

•Multilingual

•Communication Skills

•Computer Skills

•Microsoft Powerpoint

•Typing

•Operating Systems

•WAN

•LAN

•Software troubleshooting

•Mac OS

•IT support

•Windows

•Microsoft Windows Server

•Computer networking

•Help desk

•Active Directory

•ServiceNow

•Systems analysis

•System design

•Bilingual

•Analysis skills

•VPN

•UNIX

•Encryption

•Master data management

•DNS

•Firewall

•Linux

•HTTPS

•Ethernet

•BGP

•Cisco routers

•IaaS

•iOS

•VoIP

•IT service management

•System administration

•Network management

•Continuous improvement

•Network engineering

•Network protocols

•Firmware

•IT

•Information security

•OSPF

•EIGRP

•IPsec

•Load balancing

•IT

•Customer support

•Desktop support (3 years)

•TCP/IP

•FTP

•TCP

•Microsoft Office

•Routing protocols

•Computer hardware

•Order picking

•Warehouse experience

•Materials handling

•Shipping & receiving

•Order picker

•Order entry (2 years)

•Inventory management (2 years)

•Network support

•Jira (2 years)

•DHCP

•Customer service (10+ years)

•Software deployment

•Technical support

•Filing

•Remedy

•Haitian Creole

•Fluent

•English

•Fluent

•French

•Intermediate

•SCCM

•Desktop support

•Mobile devices

•ServiceNow (2 years)

•Network Monitoring

•Authentication

•Active Directory

•DHCP

•SCCM

•Windows

•Mobile device management

•WAN

•TCP

•Help desk

•IT support

•Desktop support

•Encryption

•Software troubleshooting

•Computer networking

•LAN

•DNS

•Network protocols

•Cisco routers

•VPN

•Scripting

•IT

•Routing protocols

•OSPF

•Fedora

•iOS

•TCP/IP

•Mac OS

•Ubuntu

•IPsec

•HTTPS

•PowerShell

•Linux

•Firewall

•Azure

•FTP

•SSO

•Ethernet

•Network support

•EIGRP

•IaaS

•Enterprise software

•Network engineering

•AI

•SharePoint

•Customer service

•Laboratory experience

•Operating systems

•Jira

•VoIP

•Desktop administration

•Systems analysis

•Project management

•Software deployment

•Computer skills

•Communication skills

•Microsoft Windows Server

•IT service management

•Microsoft Office

•Cisco ASA

•Time management

•Schematics

•Mechanical knowledge

•Appliance repair

•Kitchen experience

•Hand tools

•Supervising experience

•Asset management

•Internet of things

•Leadership

•Mobile devices

•Computer hardware

•Android

•Conflict management

•Data collection

•HIPAA

•Document management systems

•Google Docs

•Typing

•4G/LTE

•Information security

•Low voltage

•Analysis skills

•Data center experience

•Network installation

•Application support

•Technical support

•Epic

•AWS

•Shell Scripting

•UNIX

•Network monitoring

•APIs

•Team management

•VMWare

•BGP

•XML

•Web services

•System design

•Programmable logic controllers

•Retail sales

•Restaurant experience

•Cash register

•Office management

•Front desk

•Organizational skills

•Microsoft Word

•Microsoft Excel

•Power tools

•Driving

•Hospitality

•Cash handling

•Sales

•Photography

•System administration

•Microsoft Exchange

•Network management

•High availability

•Databases

•Microsoft Access

•Visio

•Maintenance

•English

•Construction painting

•Carpentry

•Box truck

•Project leadership

•Management

•Merchandising

•Property management

•Load balancing

•Continuous improvement

•Writing skills

•Firmware

•Order entry

•Microsoft Powerpoint

•Construction

•Data management

•Master data management

•Administrative experience

•Cabling

Links

http://www.indeed.com/r/Abdias-Maleus/bd1a99b954103cd5

Certifications and Licenses

CompTIA A+ CompTIA Network+ CCNA

Class D

Contact this candidate