Technical Support Information Systems
Resume:
ALLEN MARTE
CAREER OBJECTIVE
Accomplished IT professional with over 20 years of experience in managing information systems, networks, and equipment. Proven track record of delivering exceptional technical support, optimizing system performance, and implementing innovative solutions. Skilled mentor and team leader committed to driving operational excellence and fostering collaborative environments. Seeking a challenging leadership role where I can leverage my expertise to drive organizational success and make a significant impact on IT operations and initiatives. PROFESSIONAL EXPERIENCE
Sr. Technical Support Analyst / System Admin
New York Life Insurance, TCS - White Plains, NY Sept 2015 - Aug 2023
• Addressed client issues, documented solutions, and shared knowledge.
• Analyzed system logs and performance records to boost security and reduce downtime.
• Built and deployed machines using SCCM for standardized organizational setup, as well as pushing software to machines.
• Configured Bitlocker and Winmagic for laptop encryption and implemented PingID for MFA.
• Coordinated system integration across departments.
• Created step-by-step guides for new device configurations to ensure consistency.
• Managed hardware assets, IT infrastructure, and updated software/tools.
• Managed mobile device enrollments using InTune to ensure compliance with organizational policies.
• Managed ServiceNow for ticket tracking, hardware inventory, KB, and served as a queue manager, assigning tickets to the right teams.
• Onboarded new hires by setting up Active Directory accounts, imaging laptops and deploying it.
• Performed data backups and disaster recovery.
• Provided Level 2 and 3 tech support to around 1,200 users with an emphasis on customer service, including specialized assistance for Executive Level needs.
• Resolved hardware/software issues in line with SLAs for customer satisfaction.
• Supported voice services to ensure uninterrupted communication.
• Troubleshot and resolved issues across Windows 10/11, Mac OS, Network
(TCP/IP, DNS), Office 365, SharePoint, VDA, VPN and more.
• Utilize Jamf for Apple device management, including device enrollments, software deployment, and inventory tracking.
CONTACT
Phone
*****.*****@*******.***
linkedin.com/in/allenmarte/
Locations
Remote Trenton, NJ
EDUCATION
Monroe College,
Bronx, NY Aug 2003
Bachelor of Science,
Computer Information Systems
Member of the Bits & Bytes Club
Hesser College,
Manchester, NH May 2001
Associate of Science,
Computer Support Specialist
RELEVANT SKILLS
Asset Management
Backup Operations
Client Support
Complain Resolution
Device Management
Encryption Setup
Guided Documentation
Integration Coordination
Machine Deployment
Allen Marte
Desktop Support Administrator
United Federation of Teachers - New York, NY
Nov 2014 - Mar 2015
• Addressed customer complaints promptly and courteously, engaged with customers to swiftly address reported issues, and handled calls and inquiries professionally.
• Diagnosed and resolved complex PC issues using tools like MS Event Viewer.
• Led a project migrating 900+ users' PST files to Symantec Enterprise Vault.
• Managed hardware inventory and procurement for efficient deployment.
• Managed user accounts, including password resets and remote desktop assistance.
• Maintained and updated systems, software, and security measures in line with IT policies.
• Provided Level 3 Desktop Support, resolving issues to boost customer satisfaction.
• Provided comprehensive support for tests, documentation, and project implementation.
• Streamlined deployments by deploying network images and updating drivers through SCCM.
Sr. Desktop Support Specialist
Yeshiva University & AECOM - New York, NY
Sept 2006 - Nov 2014
• Assisted with mobile device support on Android, BlackBerry, iOS, and Windows.
• Delivered specialized technical support to senior executives and management teams.
• Diagnosed and resolved IT issues across desktops, laptops, mobile devices, and printers.
• Enhanced onboarding by setting up Active Directory accounts, imaging laptops, and deploying them.
• Evaluated and recommended hardware and software upgrades based on assessments.
• Managed both local and network devices, including printers and external drives.
• Maintained and supported Apple ecosystem devices like iMac, iPad, iPhone, and MacBook.
• Managed hardware and software across various company locations via Track-It!.
• Provided assistance with the Microsoft Office suite and its applications.
• Served as an IT expert, guiding and training new hires. Sr. Desktop Support Specialist
Emmet, Marvin & Martin, LLP - New York, NY Jun 2005 - Sep 2006 Mobile Enrollments
Onboarding Assistance
PC Issue Diagnosis
SLA Adherence
System Analysis
Technical Documentation
Technical Support
Ticket Tracking
Training and Mentoring
Troubleshooting and Diagnosis
Voice Services
CERTIFICATES
Cloud Computing Foundation
CompTIA A+ Certification
ITIL Foundation Certification
REFERENCES
Available upon request
Contact this candidate