Desktop Support Engineer

Alex Rabia

212-***-**** ****@*********.***

EXPERIENCE

Shield Technology Group, Clayton, NC 03/2022 to Present

Desktop Support Engineer,

-SOX (Sarbanes-Oxley), HIPA and ITIL practices compliance,

-Automation of tasks using PowerShell scripts,

-VMware, VDI, VPN and RDP Management,

-Backup & recovery management using Varonis,

-Microsoft Office 365 and Intune Management,

-Incidents management escalation requests,

-Manage Microsoft Teams and Zoom for corporate meetings,

-Implemented ManageEngine Service desk with automation and chat robot for ticketing system,

-Audit and compliance with internal and external regulations & procedures.

-Experience with Mac and Windows supporting 1000+ end users.

-Installation and Configuration using Microsoft Configuration Manager (SCCM) and SolarWinds® Patch Manager.

-Applications, and software support,

-Active Directory Management,

-Remote management to assist end users and support production,

-Automation of tasks using PowerShell scripts,

-Network management, WIFI & LAN,

-Security management using different tools including but not limited to SecureWorks, Anti Virus, and Firewall,

-Multi-factor authentication implementation and management such as Duo Security.

-Implemented Password vaults such LastPass in order to protect Production and users.

-Troubleshooting: Diagnosing and resolving hardware and software issues on desktop computers, laptops, printers and peripherals,

-Security Camera settings and management.

Pzena Investments Management, Manhattan, NYC 04/2019 to 06/2022

Windows Systems Engineer

- Implemented ManageEngine ServiceDesk ticketing system to facilitate Support requests.

-Supported Jira for the Development Team,

-Provided Support to all Pzena Employees around the world. US, UK, Germany, Ireland and Australia.

-Bloomberg Software Support.

-Imaged computers and supported different hardware including Dell servers R630 and R750xs

-Software troubleshooting.

-Security and Network maintenance and management,

-Automation of tasks, (PowerShell)

-Create technical documentation and manuals for SOP’s and KBs.

-Configurations, troubleshooting anti-virus programs

-Document technical issues and solutions in ticket logs

-Ticket hygiene in terms of maintaining SLA and OLA within a given time

-Communicate regularly with Engagement Managers (Directors), project team members, and representatives from various functional and / or technical teams, including escalating any matters that require additional attention and consideration from engagement management

-Assisted in the setup and maintenance of computer systems, including hardware and software.

-Responded to IT support requests and provided timely solutions to ensure minimal downtime.

-Collaborated with team members to improve IT infrastructure and enhance system efficiency

Société Générale Bank, Manhattan, NYC 06/2016 to 03/2019

Support IT Engineer

-Provided support for Société Générale Bank worldwide employees.

-Knowledge of MS Office 365 and outlook troubleshooting of 2019, 2016, 2013 etc.

-Knowledge of M365 Apps

-Basic understanding of using active directory, DNS & DHCP

-Hands-on experience with Windows operation systems

-Knowledge of networks basics configurations, troubleshooting

-Must have knowledge about remote support applications like Webex, Zoom, teams, Bomgar etc.

Atlantic IT, Manhattan, NYC 04/2013 – 06/2016

NOC Information Technology Specialist

-Provided IT support to all Atlantic employees and clients.

-Troubleshooting software and hardware issues,

-Created technical documentation to save resources future occurrences,

-Automated tasks,

-Inventory and equipment purchases,

-Onboarding new hires.

EDUCATION

ULCO University, Dunkerque, France. 09/2008

-MSc: Master of Science in International Management.

Other

CompTIA A+, Network+ and Security + Certification, Cisco CCNA, Microsoft MCITP. (expired)

Hidden Smart Keywords: HSK: Microsoft SCCM and/or MECM, Active Directory, Microsoft Office 365, Microsoft Office, Macbooks, Apple, Windows, IT support, Helpdesk, IT Engineer, Servicedesk, ManageEngine, powershell, Varonis, backups, windows updates and patches, T1, T2 and T3 Engineer, Printers, Software, Hardware, SolarWinds, Power Automate, Power Bi, Windows 10 / 11, Active Directory, Hardware and peripherals, MDM,MFA, VPN’s, Mac support, Linux, Office 365,Networking – TCP/IP, DNS, DHCP, Security, key fobs or OTP tokens, Duo Security, LastPass, etc. Citrix,AV, Teams, WebEx, Zoom, Codec’s Cisco, Poly, MCU and control systems from Cisco, Poly, Crestron

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