Desktop Support Analyst

Alexander Do

* ****** ****** #****

Email: ******@*****.** Toronto,

M4C-5L4

Ontario

Cell: 647-***-****

Canada

IT professional with extensive experience seeks position as Desktop Support.

TECHNICAL SUMMARY:

Supported Citron Hygiene office staff and hygiene technicians regarding office 365, Exchange 365, window 11 and Five 9/Ring DNA soft phones

Managed IT inventory. Backup data using Enterprise Vault, Backup Exec, Avamar, IBM Tivoli.

Created & deployed images by SCCM, setup GPO policies, configured Iphones, Android, Blackberry devices using BES 12/Air Watch, Microsoft Intune

Configured & managed user accounts on office 365 exchange, Active Directory, Microsoft Azure policies Citrix accounts, and Microsoft Multifactor Authentication.

Configured MFC printers, Zebra printers, deployed window 10 images using SCCM, deployed software patches through Microsoft Intune.

Utilized remote tools such as SCCM, ADMT, and Dameware, TeamViewer to connect to user PC.

PROFESSIONAL EXPERIENCE

Citron Hygiene September 2018-October 2023

IT Support Administrator

Provided onsite & remote support for all office staff and hygiene technicians across Canada via TeamViewer.

Administer office 365, created Azure accounts, Azure GPO, Azure groups, MFA, Exchange 365.

Created Sales Force accounts, add licenses, modified permissions; supported Sales Force mobile apps on Google phones

Created Sage 300 accounts, modified user permissions, granted user access to files shares.

Configured user accounts for office 365, Zebra & MFC printers, Window 11/10, Ring DNA softphones, Fortinet/ Cisco VPN, Polycom VOIP.

Configured Microsoft Defender policies for users; troubleshoot malware, hacking attacks

Repair Lenovo PC hardware & recycle old inventory.

Setup & configured devices using Microsoft Intune; deploy software updates to mobile devices

RBC Bank September2017- 2018

Information Access Officer

Grant access user for SECAF (Secured Access Control Facility)

Modified user access in SECAF, create users window ID, Email accounts, sales platform, service platform.

Grant user access to AS400 applications, mutual fund applications, Sales platform, Cash Dispensing units, Citrix application.

Modified users Active Directory, OU units.

Liquidity Services November2016-March 2017

IT Support Technician

Support warehouse users on database WMS (Warehouse Management Software), Office 365, supported user on Zebra printers, wireless labels scanners.

Create images and installed images from SCCM for users. Deployed, install images on workstations, PC using SDS server (Software Deployment Systems) for refurbish PC, laptops. All reimaged PC were sold to buyers on auction web site.

Create users account in office 365, setup user mailbox in 365. Configured wireless, wired barcode scanners.

Wiped, reinstall all handheld phones using Pervacio software. This software reset all phones to factory default which will be resold to buyers on auction site.

Create users account on WMS database and troubleshoot user permission in WMS. Created excel & Access reports for warehouse users.

Wipe hard drive using Kill disk system. All hard drives are wipe using DOD (department of defense) procedure.

Recorded all incidents tickets in Service now.

Configured, troubleshoot print server Hyper V machines in Azure.

Symcor Inc:

February 2016 – November 2016

Deskside Support Analyst

Deployed HP thin clients in migration project for all production and office users with window 7.

Imaged laptop /work stations and installed software using Symantec Altiris Console. Setup workstations/ configured user and group policies in AD. Collect logs in troubleshooting of issues.

Migrated users from one domain to another domain using ADMT tool

Publish Citrix Xen Apps 6.5 applications, Configured / troubleshoot user Citrix Xen App permissions on thin clients, troubleshoot SQL user account permissions for Bank related issues.

Troubleshoot application software such as Service Platform, Sales Platform, CMS, Citrix, SQL issues.

Deployed/configured iphone, Samsung, Blackberry on BES12 including activation, setup group permissions.

Managed / troubleshoot Xerox printers for email, group email, Zebra printers.

Setup & troubleshoot special Kodak image scanners /cheque scanners.

Troubleshoot PC hardware/network issues, End Point firewall issues.

Used Symantec PC anywhere for remoted troubleshooting issues.

Log all issues on Service now ticket system

Royal Bank of Canada November 2014 – October 2015

Deskside support analyst Tier II

Deployed, created window 10 image using Microsoft SCCM 2012, Central Configuration Utility, window 10 patches

Provide remoted support to users using SCCM tool, window remote desktop, Remedy ticket system 8.0

Supported the branches Cash dispensing Unit, Epson receipt printers, Sales platform, Home Base, Citrix Xen desktop, Pulse VPN; back up data using IBM Tivoli and Avamar.

Configured, setup group policy, user active directory permissions in window 2008 R2 servers.

Setup & configure all MFP branch printers, CDU, passbook printers for branch users.

Published applications on Citrix Xen apps, troubleshoot Citrix software issues.

Created new exchange email accounts, troubleshoot mailboxes on exchange, configure user delegation on exchange or outlook 2010.

Migrated users using ADMT tool to move users from one domain to another domain.

Troubleshoot bank applications such as Service platform software issues.

Troubleshoot all McAfee antivirus issues; setup network monitor on user workstations for speed connection

Bank of Montreal July – October 2014

Deskside support analyst – Tier 3:

Support office users regarding migration of Window XP to Window 7.

Imaging, installing applications for Dell desktops, laptops using ESSPS tool. Configured user GPO, OU permissions in Active directory. Utilize SCCM client 2007 to troubleshoot window 7 software issues, and install applications. Deployed window 7 patches to users.

Troubleshoot all window issues, Juniper VPN, outlook email, software applications using remote tools such as Dameware 8, Maven, window remote desktops.

Add users to groups, modified user access to groups, GPO.

Troubleshoot Citrix portal issues, publish applications to Citrix Xen Apps.

Troubleshoot mail boxes on exchange, setup mail archives for user on exchange, configure delegation of user mailboxes

Migrated office domain users to Branch domain using ADMT tool

CGI Canada (Heroux Devetek) June 2013 – July 2014

Technical Support Technician:

Provided all Tier levels support users in manufacturing environment for clients Heroux Devtek, Magtron including engineering software, and office users, Xerox printers, Setup & configured iPhone, Blackberry email using Airwatch, troubleshoot exchange 2010 email, Lenovo workstations, laptops, all software related issues, provided remote support users by Dameware. Carried out back up using Backup exec of 2008R2 servers daily, imaging window 8 desktops for testing purposes.

Setup & configured engineering workstations as well as Catia servers.

Troubleshoot Trend Micro antivirus issues, spywares.

Migrated Window XP to 7 Workstations for users using Norton ghost, created new phone number, extension, support Cisco teleconference phones. Installed & configured Catia server R23. Setup new cabling for users.

Liaison with supply vendors to purchase new hardware & software.

Modified OU permissions, group policies in Active Directory, exchange 2010.

Teranet: (Contract) August2012 –February 2013

Technical Support Analyst and Citrix Support

Deployed Window7 workstations, supported Blackberry server 4.5 including wireless activation, created security policies. Deployed window 7 patches to users.

Migrated users from XenApp 4.5 to 6.5, publish applications in Citrix, troubleshoot Citrix issues, VMWARE, administered Office 365 by settings permissions, creating mailboxes. Troubleshoot email issues, configured Wyse terminals, VPN, configured user accounts, OU permissions in active directory, troubleshoot Outlook delegation issues, personal folders,

Migrated users from Notes to Office 365. Created user account 365, create mailboxes, setup user permissions in Active Directory / 365. Escalated issues to developers pertaining corrupted accounts that failed to move to office 365.

Rolled out Window 7 laptops, desktops for HP machines, rebuild workstations.

Setup video conference equipment for executives.

Create VMWARE machines, installed new software VMWARE machines, and managed VMWARE.

Troubleshoot McAfee antivirus issues,

GE Capital July-August 2012

Technical Support Analyst (contract)

Support internal user pertaining to network connectivity, Citrix XenApp 4.5, single sign on, imaging PC, laptops with Window 7, configured user access to Active directory, permissions, group policies, Exchange 2010, Xerox printers, proprietary software, blackberry issues, Sophos Antivirus, McAfee Safeboot encryption, SAP Business Objects 10.1. Data recovery, troubleshoot iPad.

Migrate old Window XP users to window 7 Dell laptops.

Create Window 7 images using Window Automatic Kit (AIK), sysprep.

Hardware inventory management, re-mapping printers for Toronto location, troubleshoot Cisco VOIP phone.

Deploy software to users PC using SCCM.

Modified user permissions in Active Directory, GPO, reset user network passwords

Create network cabling manually. Troubleshoot all Lenovo PC hardware including repair laptop, NIC.

Spin Master December 2011-June 2012

Help Desk / Desktop Support

Support internal users pertaining to terminal services, exchange 2010, Window 2008/XP, Avaya VOIP phone

Created, modified user active directory accounts, created email accounts, modified email permission on exchange 2010, troubleshoot software, printer issues.

Imaged desktop PC, laptops, data recovery, troubleshoot all Blackberry issues, Symantec Endpoint antivirus, network connectivity, applied desktop security features to all PC.

Used Malwarebytes to scan PC, laptops for Trojans, viruses for all users and VIP users.

Recorded all issues in custom ticket system.

Troubleshoot Sonic firewall issue.

Create new user accounts in Active Directory, set up new password for users in different groups, OU.

Repaired, replaced all Lenovo PC hardware such as NIC, CAT6 cabling.

The Law Society of Upper Canada March-May 2009 / March-November 2011 Technical Support Analyst / BES administrator

Administered BES 5.0 SP2 on Domino 8.0, troubleshoot all blackberry issues, administer VMWARE ESXi server.

Migrated old Window XP users to Window 7, applied desktop security to all PCs.

Deployed and Configured, Imaged IBM desktops, Laptops using ghost.

Managed user accounts, group policies on Active Directory, Lotus Domino 8.5, clusters, backup.

Administered mailboxes, extensions, user accounts on Call Pilot ver. 5.0, configured, troubleshoot Nortel SC1000phones, Avaya VOIP phones, troubleshoot printers, troubleshoot iPAD, Iphone

Troubleshoot all Window XP/window7, Domino issues, update antivirus server, maintain network drops, routers. Created documentation for IT, BES, server configurations, produced SQL report for legal department.

Supported, trained the trainer so she could train users on Avaya phones, created Avaya user documentations for all phones.

Troubleshoot email delegation issues on outlook 2010, exchange 2010, modified user permission in Exchange 2010.

TECHNICAL SKILLS SET:

Operating Systems: Windows 11/10/server 2016

Applications: Office 365, BES 12, Azure, Citrix, SAP, Enterprise Vault/Backup Exec, Remedy 8.1, HP Service center 6, Magic ticket system, Acronis, Symantec End Point, VMWARE ESX, McAfee, Cisco/AVAYA VOIP call manager, CISCO /Fortinet VPN.

McAfee/Microtrend antivirus, SCCM 2012, ESSPS, Bomgar, Dameware.

Database SAP, SQL

Tools: Carbon copy, Bomgar, GotoAssist, ARS, Altiris, Citrix Management console, ADMT.

EDUCATION

Canadian Information Technology College 1998

Diploma in Information Technology Management, Programming & Networking

Brock University 1992

Bachelor of Science Degree Major in Biological Science.

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