Help Desk Desktop Support
Resume:
ALLEN LEVY
East Meadow NY *****
*********@*****.***
A well-rounded IT Professional with extensive experience in administration, hardware and software troubleshooting, desktop support, help desk and field support. I am recognized for my abilities in process improvement, time management, leadership, client relations, analytical skills and innovative problem solving. I have worked as a consultant for many large and small businesses to maintain their computer operations.
EDUCATION
Dowling College, Oakdale, NY – BS - Computer Science, Sept. 1983 to December 1987
International Correspondent Schools (ICS), Scranton, PA- Certificate in PC Repair, March to December 1992
Micropower Computer Institute, Mineola, NY- A+, Network+, MCSA, November 2004 to April 2006
LearnSmart Project Management Course, online.
CERTIFICATIONS
●US Gov’t Sensitive Security Clearance
●CompTIA A+
●ITIL Foundations
●CompTIA Network+
●IT Asset Management (ITAM)
●Insight/Chase Bank Security Badged
●Dell DCSE Certified, 2007
TECHNICAL SKILLS
Hardware: Windows PCs (HP, Dell, Lenovo), Apple Mac, iPhone, iPad, Android, VOIP Phones, Tone and Probe, NCR/HP RealPOS Registers
Network: Ethernet topology, Print Servers, patch panels, cable modems, wireless networking, and thin clients, WSUS Patch Management, SCCM/Intune, AWS, Google Cloud, Azure Cloud/Onedrive
Software: Windows 7-11, EPIC, Apple OSX, Office365, Antivirus Suites, (MacAfee, Norton, Sophos, Avast, Trend Micro), Magic Help Desk, Remedy, Track-It, HEAT, TeamViewer, VNC, VMware, ServiceNow, SCCM/INTUNE, Bitlocker, Manage Engine OS Imaging, VMWare Workspace, Autopilot, Ivanti MobileIron, Symantec Endpoint, Clonezilla, BigFix
PROFESSIONAL EXPERIENCE
Smartsource, East Meadow NY February 2023 – Present
Per Diem Senior Desktop and Asset Management
●Mitigating technology risks of security and hardware failures.
●Handle software and hardware support issues especially from senior staff and C-Suite personnel.
●Tracking inventory of equipment deployed and retrieved for decommission.
●Performing on-call projects including Windows migrations, site surveys, adds, moves and computer installations for client companies including Chase Bank and Citizens Bank, Macy’s, NCR, and others.
●Perform register reinstalls at retail stores with HP RealPOS and Engage tablet computer registers
●Travelling to customers’ sites or provide remote support.
●Lead site engagements and liaise with client managers.
●Involved with the migration from Citrix VPN to Ivanti MobileIron VPN on staff personal smartphones at HSS Hospital in NYC. Working on Apple iPhones and Android phones. Verify that the employee phone can access Outlook email and use the Symantec VIP codes work when off corporate Wi-Fi.
●Image computers using Intune and SCCM or Manage Engine.
Scotiabank, New York NY March 2021 – January 2023
Senior Support Tech
●Managed a migration from Windows 7 to Windows 10 and coordinated the remote copying of files from employee computers to new systems.
●Supported Apple iPhone, iPad and Apple Mac systems and kept updated with JAMF.
●Used Dameware and in-house tools to gather inventory, provide remote and telephone support to employees
●Used Agile methods in the business process improvement periodically
●Handled patching of computers, laptops and peripherals using inventory and SCCM.
●Used Service Now to track inventory with HAM Pro and shipping of equipment
●Attended daily meetings to help assess project progress and prepare daily reports on the team’s progress and outlook
●Used Microsoft Excel to keep track of transactions and keep stakeholders informed of any progress and conflicts
●Supported user community using Active Directory tools, Citrix, and remote support tools such as Dameware, RDP and Teams.
●Assisted in the install and configure financial market applications including Bloomberg Terminal using SCCM/Intune, Autopilot and Active Directory
●Handled support issues especially from senior staff and C-Suite personnel.
●Participated in Trade Floor support of stock traders and analysts.
●Troubleshoot and resolve issues related to VDI VMware infrastructure and desktops that used Citrix Workspace.
●Image computers using Intune and SCCM or Manage Engine.and PXE.
Peak Systems, Melville NY June 2020 – February 2021 Project Coordinator- Team Lead
●Managed a team of 20 technicians for the migration from Windows 7 to Windows 10 at client sites and performed post migration site checks.
●Handled escalations and those issues raised from executive and C-suite staff.
●Prioritized escalations of issues resulting from the migration process.
●Arranged for replacements of computers or re imaged existing systems.
●Performed post migration site checks.
●Communicated with the central office on the update of tasks.
●Performed basic network administration of Windows Server including password resets
●Provided first day of business support remotely using Skype and Microsoft Teams.
●Performed root cause analysis on issues to prevent re occurrence
●Managed problems with the Office 365 environment including Outlook, and Teams.
●Keep stakeholders informed of the progress and conflicts using Agile Methods.
●Inventory old laptop return to maintain asset management in Service Now
●Troubleshooted and resolved issues related to VDI infrastructure and desktops.
SCO Family of Services, Glen Cove NY Jan – May 2020
Lead Support Administrator
Project was canceled due to Covid-19 Pandemic
●Managed the migration of computers from Windows 7 to Windows 10 and installation of Office 365.
●Imaged computers using Intune and Manage Engine
●Handled the support and migration of Mac systems to newer MacOS.
●Scheduled visits with employees to dispatch technicians to resolve issues resulting from migrations.
●Used Service Now to track inventory with HAM Pro and shipping of equipment
●Ensured new computers had VPN access.
●Communicated with end users with Microsoft Teams.
●Performed network administration on Windows Server network.
●Executed root cause analysis on issues to prevent re-occurrence
●Managed inventory new and old computers to maintain asset management in Service Now
●Used Service Now to also handle service requests
Nasdaq OMX, New York, NY May – December 2019
Desktop Support Administrator (Consultant)
●Supported the staff involved with Nasdaq MarketSite in IPO's, Events planning and more.
●Participated in Trade Floor support of stock traders and analysts.
●Coordinated the imaging of Dell and Fujistu laptops and desktops using SCCM/INTUNE, PXE and Bit locker.
●Handled patching of computers, laptops and peripherals using inventory and SCCM.
●Troubleshooted and resolved issues related to VDI infrastructure and desktops.
●Coordinated and supported of Apple MacBook and iMac (using JAMF)
●Scheduled migration users from Windows 7 to Windows 10 through USB boot and SCCM/INTUNE.
●Communicated with end users and vendors via Microsoft Teams and Outlook.
●Installed Office 365 on Windows 10 computers, Mac Systems, and iPhones
●Assist in the install and configure financial market applications including Bloomberg Terminal using WSUS
●Remotely supported offices not actively supported by local technicians.
●Resolved issues related to LAN and other connectivity.
●Provisioned iPhones and iPad with Mobile Iron.
●Used Service Now to track inventory with HAM Pro and shipping of equipment
Internal Revenue Service, NY, NY November 2018 – May 2019 Project Manager/Deployment Coordinator (Consultant)
Provided ongoing support to Program Manager for the global migration of computers from Windows 7 to Windows 10.
●Scheduled technicians to visit employees during the week to arrange to migrate files from old computer to new one.
●Resolved issues that result from migration sessions
●Involved in weekly meetings with IRS administration on the progress of the projects and any obstacles occurring
●Worked with regional managers on local issues they were facing
Estée Lauder Companies, NY, NY, and Melville NY
September 2015 to November 2018
PC Refresh Manager (Consultant) 2015 to 2018
●Manage and prioritize the support of Estee Lauder Companies in desktop and telephone support capacities
●Basic administration of Windows Server including password resets
●Handled patching of computers, laptops and peripherals using inventory and SCCM.
●Verify the VPN access is installed correctly for each user.
●Coordinated travel to buildings that are not actively supported on a daily basis.
●Managed the support to VIP’s, Executives and the general employee population.
●Manage user accounts, permissions and policies through Active Directory tools
●Supervise team in the reimaging Mac computer, HP and Dell computers, deployment of patches and updates to desktops and laptops connected to SCCM/INTUNE.
●Providing remote support users through Microsoft Lync and Bomgar
●Performed process improvement on existing processes to make them more efficient
●Assist in the install and configure financial market applications including Bloomberg Terminal using WSUS
●Used Service Now to track inventory with HAM Pro and shipping of equipment and also handle service requests
NYU Langone Medical Center, New York NY
February 2011 – September 2015
Clinical Applications Analyst (Consultant) 2011 to 2015
●Managed the process of migrating computers from Windows 7 to Windows 10 in many areas including laboratories
●Work closely with medical staff to schedule the installation of medical equipment.
●Reviewed daily errors for EKGs and PFT results that did not file into EPIC EHR utilizing the EPIC error queues.
●Managed training of medical devices and results transmission to the hospital network.
●Traveled to onsite and offsite hospital locations to set up and troubleshoot medical equipment (EKG Carts, Siemens Clinitek Analyzer, Abbott I-STAT, Nova Glucometers) and provide training and go-live support.
●Coordinated the distributed medical hardware and trouble-shooted devices not connecting to network to make sure they were compliant with HIPAA and hospital policies.
●Performed system administration for Point of Care, GE Muse and Mortara Holter systems.
●Provided phone support to local and remote locations relating to clinical devices.
●Managed the configuration and installation of medical devices.
●Basic administration of Windows Server including password resets
●Used VMware to manage a collection of servers and workstations in a test lab environment for use in
hospital.
●Used Service Now to track inventory with HAM Pro and shipping of equipment
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