Desktop Support Technical
Resume:
EUGENE E. ALTAMAR
Bristol, PA 19007
*********@*****.***
www.linkedin.com/in/eugenealtamar
PROFESSIONAL SUMMARY:
●ITIL Foundation v3 Certified, Tier II Support Analyst with a strong background in ITSM, NetIQ DRA, Active Directory Administration end user password resets, creation and deletion of computers in OU’s
●Deployment and troubleshooting of workstations, networking,Windows 10, 8.1,7, XP, MS-Office 20XX, Office 365
●Creating Windows 10 images in Windows 2012 R2 WDS server PXE boot,
Basic knowledge with Power Shell Scripting, Linux CentOS command line administration, CMD
●Ticketing Systems: ServiceNOW, HEAT, BMC Remedy Action Request System, HP Service Center,
Dataprise, Track-IT
●Mobile Device Management support, Remote Support, Android, Blackberry and Apple iOS mobile devices
●Possess exceptional customer service skills successfully interfacing with a broad range of customers up to and including CEOs
EXPERIENCE:
Conference Room Audio Visual Support Technician/Desktop Support
Service Global Inc for Amtrak Hornig Rd. Philadelphia, PA 06/2022 – Present
Conference Room Support for Microsoft 85 inch Surface Hub
Microsoft Teams configuration for audio/video conferencing
●Support for 13 Monitors Anywhere Legacy and MAWi Zero Clients
●Configured 13 Samsung MagicInfo Digital Signage monitors and network configuration to server
●Upgraded - reimaged SSD Hard Drive InFocus INF5720 Mondopad Multi-touch 57"
Codec from Windows 7 to Windows 10 for Amtrak Contact Center lobby Digital Signage
●Installation of Windows 10 on Lenovo M900 desktops and HP Elitebook 840 G8/G9 Laptops
●Software installs for Contact Center Agents support for Managers and Supervisors
●Troubleshoot Avaya one-X Agent softphone using Poly DA 75 headset adapters
●Install RailRes, Aspect CMS Supervisor, Workforce Management 8 exporting/importing Microsoft Terminal Service registry TS Licenses
●Imaging PCs and Laptops using CloneZilla, Data backups and migration
IT Support Specialist
HGS EBOS, LLC Cranbury, NJ 08/2021 – 05/2022
●Remote support for remote medical billing agents resolving issues with network drives, Cisco Anyconnect, password resets, Remote session using GoToAssist, on boarding of new hire; exchange, telecom, software requests, deploying desktops onsite
Desktop Support Specialist
US Tech Solutions, Inc for Aurobindo Pharma USA South Brunswick, NJ 05/2021 - 07/2021
●Installation of Windows 10 on office PC's and laboratory PC’s
●Software installs; Nichelon5, Caliber Client, LIMS, O365
●PC refresh, install move, add, change, network printer installs
●Comply with cGMP standards and personal protective equipment to meet IT Support needs in R&D, IPQA, QC, Dispensing, Facilities - Engineering departments in pharmaceutical environment.
Desktop Support Specialist
Softpath Inc. for Dept. of Health Communicable Diseases Service Trenton, NJ 12/2020 - 05/2021
●Image Dell AIO Desktop PCs and image Dell laptop assets and upgrades for remote work environment
●Use of Microsoft Teams and Quick Assist to provide remote support for COVID-19 Response Team
●Troubleshoot warranty and expired assets, schedule Dell ProSupport for asset Break/Fix repair and or Dell Depot shipping
●Daily onsite support for DOH essential staff
Desktop Support Technician
Yoh Services LLC for Serv Behavioural Health Ewing, NJ 11/2019 - 03/2020
●Create Windows 10 images using DISM, WinPE and capturing ISOs for deployment using USB Flash drives
●Creating Windows 10 images for deployment using WDS server PXE Boot
●Provide Remote support using TeamViewer, RDP remote control, troubleshooting Comcast Business, Verizon network connectivity, FortiNet firewall switches
●Deploy and support connectivity; Polycom VoIP desk phones and Panasonic cordless VoIP phones
Desktop Support Technician
Yoh Services LLC for University Services, Princeton University 04/2019 - 09/2019
●Image Dell laptop, desktops using flash drive 1903 Win10 iso
●Campus wide PC deployments installations and hardware retrievals
●Configure PC install software according to Dept i.e., Dining, Housing, Print-Mail Services
schedule and arrange deployment with end-users
●Use of Service-Now, Bomgar, CMDB, Network Management, KB articles
Desktop Support Technician
Artech Inc. for Church & Dwight Co., Inc Ewing, NJ 03/2019 - 04/2019
●Image HP laptops, desktops using flash drive Win10 iso
●Manually migrate data from old PC to new PC
●Configure SiteKiosk HP All in one PC with touchscreen for Lakewood, NJ Guard shack
Tech Bar / Desktop Support
VerisVisalign for Spark Therapeutics Inc. Phila, PA 11/2018 - 01/2019
●Create user accounts in AD, assign to groups, Unlock / reset passwords
●Office356 Admin to allow users Office365 rights
●MaaS 360 MDM Admin to enroll BYOD iOS, Android smartphones for access to company email
●Win10 imaging, HP elitebooks, Lenovo ThinkPads, GeTac laptops, tablets
●Configure Forticlient VPN software
●Installation of software: SoftMax Pro 7, GraphPad Prism 8, Unicorn 7.3, Quant Studio v 1.2, Compass for Simple Western
●Install and configure lab environment computers for use with: GE Ӓkta Pilot, ThermoFisher, Eppendorf
●GoToMyPC Remote Access
●Create tickets using ServiceNow
●Configure MiTel 9460 VoIP Hot Desk phones
●Support Polycom + HP SRS, Trio video conferencing rooms through Skype for Business meetings
Help Desk/Desktop Support
Alois Staffing for The State of New Jersey Dept. of Treasury Trenton, NJ 09/2017 - 09/2018
●Completed Windows 10 Rollout, Deployment and Training of HP Tablet Project for Taxation Field Investigators, OCI Field Investigators in NJ field offices
●Remote Control to support tablets in field offices and provided phone support for Cisco AnyConnect VPN connectivity during field investigations
●Encrypt tablets with Symantec Endpoint Encryption or Microsoft Bitlocker
●Supported devices: hp elite x2 1013 G2, hp elitebook x360 1030, hp usb-c docking stations, hp officejet 250 mobile all-in-one printers, Dell Optiplex 7050 Desktop PCs, Dell LCD monitors - P2217H
●Work with Mobile Device Team provided IMEI and SIM on each device for activation
●Install and configure Legacy Platform Mainframe Terminal Sessions:
IBM FileNet, TN3270Plus, Attachmate Extra!
●Use of SCCM Administration for device and end-user service support and domain administration
Audio Visual Technician
KBRwyle., for Environmental Protection Agency, Philadelphia, PA 11/2016 - 03/2017
●Transported, connected, and tested connectivity of portable video teleconferencing (VTC) Units (Cisco MX300, Tandberg) throughout EPA conference rooms
●Supported and configured Windows 10 for Network Connectivity for Audio Visual Support
●Deployed/Recovered cleaned and supported Avaya 9500 Series VoIP Deskphones
●Configured Amplivox, Paso Wireless Sound System installations according to meeting and conference rooms
●Installation of Clear One, Polycom teleconferencing units
●Worked in team environment utilizing Cisco TMS Telepresence Management Suite and in Outlook Calendar to schedule VTC Unit and teleconferencing appointments
●Products used: TOA -Telemics, Revolabs Fusion Wireless Mics, Mackie Thump 15”
Loudspeakers, Anchor Amplified Podium, Crestron Touchpad Video Conference System,
VTCs Cisco MX300, Tandberg FS-S5201C, Edge95, Projectors -Sony, Epson, Sanyo
Sound systems- Paso Soundcaster, Amplivox-SW800
Deployment Technician
Brooksource Inc., for Thomas Jefferson University Hospital, Philadelphia, PA 09/2016
●Windows 7 OS, applications and PC deployments in preparation for client hospital wide EPIC EMR rollout
●Supported the 1300 ambulatory devices and 1000 inpatient/outpatient network computer devices
●Imaging and data transfer, post-install support and troubleshooting EPIC hardware inventory preparation project for Epic system requirements during go-live
●Technician responsible for taking inventory of all PCs, printers, Dell WYSE Terminals, monitors and peripherals located in all clinical areas
●Supported MS Office 2013 and Office 365
●HEAT ticketing system, Symantec Management Console / Altiris Console and SCCM used to push software
●AssetReg to add/retire devices to and from network
●MaaS360 and VMware MDM tool used to wipe and activate/deactivate mobile devices
Desktop Support Specialist
Robert Half Technology, for The Lawrenceville School, Lawrenceville, NJ 06/2016 - 09/2016
●Provided Desktop Support to students and staff members, troubleshoot and resolve hardware, software, and network connectivity issues in both Windows and Mac OS X 10.11 El Capitan in various Lab environments
●Windows 10 rollout with Deployment of Lenovo M800 workstations with user data migration
●Additional responsibilities was to maintain and monitor the IT Asset List and assist in various projects as needed
PC Support Technician
for CSC – ETS Princeton, NJ 02/2016
●Refreshed and deployed assets upgraded from Win7 to Win8.1 along with user data migrations
●Provided basic troubleshooting assistance and ticket resolution for end users in Windows Environment
●Supported end users with installation of basic hardware/software and networking components to meet personal computer needs
●Diagnosed and troubleshot basic problems with individuals multiple computer systems in order to maintain proper function; resolved issues included contacting and assisting vendors
●Connected network drives and peripherals including monitors, printers and scanners that didn’t map
Tier 2 Technical Support Engineer/Storefront Support Lead 11/2013 – 02/2016
AAC, Inc. for U.S. General Services Administration, Philadelphia, PA
●Created and generated ServiceNOW Service Desk tickets via phone calls and email
●Maintained SLA's utilizing ServiceNOW and rectify issues remotely and desk side as needed
●DHS Public Trust Security Clearance until August 2020
●Worked independently as an IT end user support staff while coordinating with network, telecom, mobile device and database consultants
●Refresh of GSA assets upgraded XP to Win7 and user data migrations
●Deployed provisioned software for end users through SCCM Server
●Use of NetIQ Directory Resource Administration in Active Directory, password resets, created computers added users to groups in Organizational Units
●Remote Support using (MMC) Microsoft Management Console, Bomgar, CA Remote Viewer
●Mobile Device Configuration, utilizing MaaS360 MDM, Android, iOS devices
●Configured, installed and deployed Cisco IP Desk Phones and softphones, utilized CUCM
●Symantec Endpoint Encryption, (SEE Access), Symantec Endpoint Protection (SEP)
●Provided VPN support for users using VDI, Citrix Receiver, MyView, through phone, email, remote and on-site visits
●Prioritized tickets in ServiceNOW, BMC Remedy Action Request System
●Used ServiceNOW ITSM ticketing system and asset management, research, tracking and inventory
●Provided frontline triage support for storefront; supported mobile devices, Wi-Fi connectivity of inaccessible web apps
PC Support Technician III
The Computer Merchant, for Educational Testing Service (ETS) Princeton, NJ 05/2013 - 06/2013
●Provided Technical Support for ETS APRS project in Kansas City, MO Convention Center
●Performed daily checks on equipment, overnight charging and sign out sheet of WOW carts, POS hardware/software and networking components on workstation on wheels Symbol scan guns equipment to meet Advanced Placement grading deadline
Desktop Support Analyst
Insight Global for Independent Blue Cross, Philadelphia, PA 02/2013 - 04/2013
●Imaged Laptops and Desktops via PXE WDS Server, applied correct image according to PC architecture
●Deployed software through SCCM Server, Install, Move, Add and Changes for PC deployments and retrievals
●Installation of electronic medical record applications, rollout and upgrades to Microsoft Office 2010
Full-Time Student 03/2011 -04/2013
Network Engineering Technology Certificate of Proficiency
Mercer County Community College, West Windsor, NJ
Deskside Support/IMAC Technician 06/2006 - 03/2011
Spherion for Janssen Pharmaceuticals Inc., Titusville, NJ
●Performed on-site troubleshooting, and repair of computer systems
●Built computers from client supplied-images.
●Deployed provisioned software for end users through SCCM Server
●Used NetIQ Directory Resource Administration in Active Directory, password resets, created computers on in Active Directory
●Performed remote deskside software installations, performed general warranty and non-warranty hardware break/fix
●Install, Move, Add and Changes for PC deployments and retrievals
●Used BMC Remedy AR System to track, update and resolve cases
Education:
●Mercer County Community College, West Windsor, NJ
Certificate of Proficiency: Network Engineering Technology
•The Chubb Institute, Springfield, PA
Diploma: Network Engineering Technology
•Harry S. Truman High School, Levittown, Pa H.S. Diploma
Certifications:
●ITIL® Foundation Certificate in IT Service Management 5137172.20310229
Awards:
●Federal Executive Board Certificate of Achievement
Outstanding Public Service Bronze Medalist
Contingency Support at G.S.A., for 2015 Phila, PA Papal Visit
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