Technical Support Help Desk

James Thomas Moradian

Jacksonville, Florida *****

860-***-**** ** *******@*******.***

Summary:

A result driven, proactive Desktop Support Technician with demonstrated technical, superior customer focused service and teambuilding skills. Experienced working in high volume/production environments resolving technical related problems in a timely and professional manner.

Education:

• Connecticut Computer Service - Plantsville, CT - 2010 Network + course

• Computer Processing Institute - East Hartford, CT - Diploma - Electronics - Computer Technology

Skills:

• Help Desk Support

• SQL

• Oracle

• M365 Suite

• Tableau

• Visual Studio

Professional Experience:

Moran Towing Corporation - Jacksonville, FL (hybrid role)

January 2024 – Present

Hybird Technical Support

• Troubleshooting hardware and software in a Windows 11 environment providing technical support for all Maritime and office staff within Moran Corporation.

Ascension Health System - (Iron System – contract), Jacksonville, FL

September 2023 - January 2024

Help Desk Support Analyst

• On-site technical support for all medical personnel in a Windows 10/11 Virtual Citrix environment.

• Managed ticket queue by providing updated information and escalating tickets to the correct technical group.

• Troubleshooting desktop and medical cart PCs/laptops and installing software apps as needed.

• Printer installs and support.

Discover Card - (Randstad Staffing - contract), Jacksonville, FL

February 2023 - June 2023

Remote Help Desk Support

• Remote technical support assisting internal customers in a Windows 10 Virtual Citrix environment.

• Phone support for remote users on VPN, troubleshooting software applications and hardware Thin Client devices.

• Installing software applications using Software Center and applying Windows update patches onto customer’s devices. Applications: Tableau, Visual Studio and Oracle.

• Utilized Okta Verify and Microsoft Authenticator for single signon to access network using VPN.

City of Jacksonville Beach - (Robert Half - contract), Jacksonville, FL

November 2022 - February 2023

Onsite Help Desk Support

• Troubleshooting hardware and software related issues in a Windows 10/Office 365 support for 2000+ City Hall employees on their technical needs.

• Managed ticket queue by updating assigned hardware and software tickets and provided daily updates to management.

• Performed HP Multi-functional printer support by checking network connecting, maintenance, driver updates and mapping printer server on customer’s devices.

One Call Medical - (contract), Jacksonville, FL

August 2022 - November 2022

Onsite Technical Support II

• Onboarding new hires utilizing FedEx website in order to ship out equipment to remote workers of One Call nationwide.

• Imaged HP laptops with Windows 10 OS and setting up profiles using AD and installing software on request.

Deutsche Bank - (HCL/PTY Tech Staffing - contract), Jacksonville, FL

September 2021 - January 2022

Contract On-site Support: Senior System Engineer

• Provided on-site technical support to 2000+ employees in a Citrix environment: Windows 10/Office 365 environment supporting Wyse/lean laptops.

• Printer mapping of HP MFP and Xerox printers to onsite personal to their devices.

• Applications: Visio, M365 Suite, Virtual Studios, SQL/Oracle.

• Utilized Okta Verify and Microsoft Authenticator for single sign-on to login onto the network using VPN.

Bank of America - (BC Forward IT Staffing - contract), Jacksonville, FL

March 2021 - August 2021

Contract Remote Support: Help Desk Support Level 2/3

• Remote help desk support of Bank of America employees nationwide troubleshooting VPN, Outlook and Office 2013 issues in a Windows 10/Virtual Citrix environment.

• Utilized smtools for software installation and Remedy ticketing system for tracking ticket requests. Mapping printer server name to customer’s devices.

• Applications: Citrix, Visio, Virtual Studio, SQL/Oracle and M365 Suite.

• Utilized Okta Verify and Microsoft Authenticator for single sign-on when using VPN to log in to the network.

Cognizant @ Connecticare - (fulltime), Farmington, CT

May 2019 - June 2020

Onsite Senior System Support Engineer

• Onsite technical support assisting customers with troubleshooting and diagnosing hardware and software related issues in a Windows7/10/M365 Office Suite Virtual Citrix environment.

• Supported VPN users using Global Protect, SCCM for imaging and installing software and used Director to remote support Citrix Wyse and Meraki VDI users.

• HP and Xerox IT technical support of equipment troubleshooting printer related issues, mapping print server to customer’s pc devices and supply ordering.

• Applications: Tableau, Visio, Virtual Studios, SQL/Oracle and Web Based Applications.

NSC Global @ Conduent - (fulltime), East Hartford, CT

September 2018 - May 2019

System Support Technician

• Supporting 400+ onsite employees troubleshooting and diagnosing PC desktop hardware and web applications and software issues in a Windows 7/MSOffice 2013 environment.

• Updated tickets in ServiceNow ticketing system and performed onboarding and offboarding of employees.

• HP printer technical support as well as supply ordering and inventory control of new HP/Xerox MFP and desktop printers.

Eversource Energy - (E2 Recruiting - Contract), Berlin, CT

December 2017 - August 2018

Windows 10 Deployment Support Technician/Trainer

• Provided classroom training to clients using Windows 10/MS Office 365 on Lenovo desktop/laptops devices.

• Deployed new devices on-site and in the field while providing technical deskside support using Active Directory and remote access to assist customers with technical related issues.

• Support of VPN users using Pulse Secure to gain access to the companies’ network.

Hartford Hospital HealthCare - (APEX Staffing), Newington, CT

June 2016 - March 2017

EPIC GO-LIVE Support Technician

• Technical Support on Hartford HealthCare EPIC GO-LIVE project, training room setup, deploying All-In-One Lenovo wireless devices on carts to medical staffed stations. Setting up drive and printer mappings and installing EPIC applications.

• Performed imaging Windows 7 on Lenovo All-In-One devices and networked Desktop PCs.

Konica-Minolta - (KForce Technology Staffing), Windsor, CT

April 2016 - May 2016

QA Assistant

• Filled SAP sales orders of Dispatcher Phoenix software for MFP's (multifunctional printers).

• Responsible for printer setup, supply ordering and inventory.

• Created software licensing and certificates for Konica-Minolta vendors nationwide.

Aetna - (ISA Staffing), Hartford, CT

November 2010 - February 2012

Desktop IT Technical Support

• Onsite IT Technical Support and Deployment of Desktop PCs, Laptops and Printers.

• Phone support for remote users on VPN, troubleshooting software applications and hardware issues.

• Responsible for printer moves, setup configuration and mapping print server to devices for printing.

• Maintained printer inventory and decommission of older printer devices.

Hospital of Central Connecticut - (NESCO Staffing), New Britain, CT

July 2010 - August 2010

IT Technician

• Onsite IT Technician performed printer moves, setup and configuration of HP printers throughout the hospital campus.

• Mapped network printer server to staff PC devices and set as default for printing.

United Health Group - (full time employment), Hartford, CT

March 1998 - November 2001

Senior Desktop Support Analyst

• Onsite IT Technical Support of Desktop PCs, Laptops and Printers.

• Responsible for printer moves, setup configuration and mapping print server to devices for printing.

• Maintained printer inventory, supply ordering and decommission of older printer devices.

Professional Technical Experience

Network Support

• Troubleshoot VPN: wired and wireless issues.

• Knowledgeable of TCP/IP, DHCP, DNS networking concepts.

Desktop Support

• Identified and performed critical diagnostic and troubleshooting of hardware and software issues.

• Phone support to remote users on VPN (Pulse Secure and Global Protect) and other software related issues.

Implemented PC rollouts to replace older PC\laptops with newer models.

• Remedy and SNOW Ticketing: Log service calls and update ticket information.

• Exceeded desktop support service level agreements and received service compliments from users.

• Maintained inventory and documented equipment failure on desktop PCs/Laptops and Printers.

Printer Support

• HP and Xerox IT Technical Printer Support: Troubleshooting printer related issues (spooler issues), mapping print server to customer’s devices and installing printer drivers, hardware replacement and deployment, supply ordering and preventive maintenance

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