Desktop Support Analyst

Michel B Goodwine

Current Location: Yonkers, NY 10701, USA

Work Authorization: USC

Phone: 914-***-****

Email: ******.********@*****.***

Available to interview with prior notice

Summary:

• Extensive experience with troubleshooting, imaging & migrating pc's

• Hands on experience migrating computers on XP, Vista, Windows 7 & Windows 10

• Extensive experience providing level 1/2 support for Windows 7 and Windows 10 workstations

• Experience in Imaging pcs from Windows 7 to Windows 10

Technical skills:

Windows 7 and 10, 11 Microsoft Word, PowerPoint, Access, Excel, Gmail, Outlook, Lotus, Adobe Photoshop, Windows server 2003, Microsoft Exchange Server, Microsoft 365 Administration, Vonage Businesses Administration Portal, Verizon Business Administration Portal, Airwatch MDM, Okta Administration Portal, GoToResolve, Go to Assist, Citrix, Cisco Meraki Portal, Call Pilot Manager, Websense, Blackberry Service Administration, VNC Viewer, Remote Assistance, Barracuda Networks Spam & Virus Firewall 300, Active Directory, Timbuktu Remote Desktop Connection, Service Now Ticketing System, Track IT 8.5 Ticketing System, Remedy Ticketing System

Education:

Bachelors - Mercy College, Dobbs Ferry, NY - 2009

Professional Experience:

The Children’s Village, Dobbs Ferry, NY.

Jan 2020 - Current

Desktop Support Analyst

• Imaged PC’s and Laptops from Win 7 to Win 10

• Migrated desktop computers and laptops on Windows 7 to Windows 10 for over 1500 employees

• Computer user account creation, termination, and re-enabling

• Provide level 1 and 2 support for Windows 10 workstations

• Responsible for remote and desk side support on camps and remote sites Yonkers, Valhalla, Bronx, and NYC (field technician) supporting 1000 + users

• Troubleshooting, repairing and replacing desktop components and peripherals

• iPhone deployment and management

• Yealink desk phone deployment and management

• Mobile hotspot deployment and management

Apple Bank for Savings, New York, NY. Jan 2018 – Dec 2019

Desktop Support Technician

• Migrated computers on XP, Vista, Windows 7 & Windows 10

• Provide level 1 and 2 support for Windows 7 and Windows 10 workstations

• Imaged pcs from Win 7 - Win 10

• Responsible for remote and desk side support 79 branches (field technician) supporting 1000 + users

• Experience supporting MS Office, network printers, and network drives for Windows operating system

• Responsible for imaging, shipping out, and deploying workstations and printers for the branches

• Set up users/new hires with Gmail on iPhone and Android devices.

• Troubleshooting and installing various bank applications for users.

• Collaborated with other external IT teams around the area troubleshooting daily issues

• Technologies: Windows 7, & 10 Apple products, Android products, Mac OSX, MS Office, Outlook, Gmail, Cisco ISE Network, Cisco IP Phone, Exchange, Acronis 2011, KACE, Okta, Airwatch, System Centre Configuration Manager 2012, & Adobe Creative Suite

DXC, New York, NY Jan 2017 – Jan 2018

Desktop Support Technician

• Day to day support for Windows and Macintosh computers

• Responsible for 15 agencies supporting 2000 + users

• Experience supporting MS Office, network printers, and network drives for Windows and Mac OSX

• Responsible for imaging machines for Windows and Macintosh

• Set up users/new hire installs, moves, adds, and changes using Active Directory 2003/2008, Microsoft Exchange 2003/2007/2010

• Collaborated with other external IT teams around the country troubleshooting daily issues

• Technologies: Windows 7, & 10 Apple products, Android products, Mac OSX, MS Office, Outlook, Gmail, Cisco ISE Network, Cisco IP Phone, Exchange, Acronis 2011, System Centre Configuration Manager 2012, & Adobe Creative Suite

McGuireWoods LLP, Virginia Beach, VA May 2013 - Dec 2016

Help Desk Support Technician

• Windows 7 migration and deployment

• Troubleshooting, repairing and replacing desktop components and peripherals

• Day to day support of MS Office, network printers, and network drives

• Set up users/new hires using Active Directory 2003/2008, Microsoft Exchange 2003/2007/2010

• Technologies: Windows 7, Apple Products, MS Office, Outlook, and Exchange, Acronis 2011, System Centre Configuration Manager 2012

Mount Kisco Medical Group, Mount Kisco, NY Feb 2011 – Mar 2013

Help Desk Technician

• Handled up to 50 calls per day over 300 PCs and support a diverse group of end users

• Create work orders using Track IT Ticketing system

• Escalate certain work orders to appropriate Administrator or Technician

• Troubleshoot PC issues using Timbuktu Remote Desktop Connection Microsoft Office Outlook and Printer Configuration

• Technologies: Windows 7, Citrix installations on Desktops/Laptops & Mac, MS Office

Tory Burch LLC, Manhattan, NY. Jan 2010 – Feb 2011

Desktop Support Technician

• Take responsibilities of maintained user security accounts for window 2003 including Desktop configuration, network connectivity, network access issues and printer connectivity.

• Load new or update software and systems on existing equipment.

• Responsible for troubleshooting, installation, configuration and repairing computer systems.

• Done installation and configuration of windows XP/Vista/7 operating systems.

• Anti-Virus installation for PC and MAC

• PC and Mac Imaging

• iPhone /Blackberry email configuration set up.

ICON INTERNATIONAL, Stamford, CT Jul 2009 – Apr 2010

Help Desk/Desktop Engineer

• Computer /phone set up (VoIP and Nortel)

• Software installations/upgrades & trouble shoot various applications

• PC imaging/trouble shooting

• Printer maintenance, Blackberry, iPhone, & Verizon Exchange Activation support

• Set up users/new hires using Active Directory

• Troubleshoot PC issues using Citrix, Remote Desktop/Remote Assist

• Technologies: Windows 7, Citrix installations on Desktops/Laptops & Mac, MS Office

Contact this candidate