Desktop Support Analyst

PROFILE

Knowledgeable Security Analysts who is skilled in many areas of IT. Experienced in end-user, network, and virtual troubleshooting. CompTia A+, N+, and Security+ certified. Experienced with cyber security tools and frameworks.

EMPLOYMENT HISTORY

Desktop Support Analyst, Mimedx Inc

JA N UA R Y 2 0 2 1 — P R E S E N T

BIOS, operating system service patches, application software patches, and critical security patches.

•Performs remedial repairs on computers, laptops, printers, and other equipment. Performs work in compliance with specified warranty requirements. Return defective equipment/parts to maintenance inventory, document customer repairs, and maintain and restock assigned parts inventory to ensure proper spare parts levels.

•Install standard desktop imaging standards and ensure compliance with standards.

•Customize desktop hardware to meet user specifications and site standards

•Monitor, operate, manage, troubleshoot, and restore service to laptops, desktops, and other computing devices. When the restoration is beyond the scope of internal repair, escalate the issue/problem to vendor or 3rd party support.

•Ensure desktop, laptop, and other devices have current versions of virus scanning software.

•Perform password, PIN, and other account locking\unlocking and resetting as needed.

•Provide tier 2/3 support to circa 700 users including telephone and remote support software.

•Escalation of issues to 3rd party support companies.

•Printer setup and troubleshooting.

•Configuration, support, and enrollment of mobile devices (mobile/tablet), including maintaining inventory.

•Audio Visual support

•Investigate new technologies to improve the proficiencies of inventory processing and the prevention of malware and phishing.

•Maintenance and design of new employee devices, introductory training programs, and documentation.

•Experience with EDR CrowdStrike Falcon.

•Knowledge of security frameworks such as NIST, Kill Chain, and Mitre Att&ck.

•Skilled in Python Programming language

•Created a virtual lab with a Command and Control machine(Sliver) and Windows EDR machine (Lima Charlie) to collect and review telemetry and study malware IOC

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Help Desk Support, SERVIT, Kennesaw

J U N E 2 0 1 9 — M A RC H 2 0 2 1

•Work in a fast-paced MSP assisting our customers using remote software. Proficient in Windows 7,8,10.

•Reimage and configure Desktops and Laptops.

•Work with wireless access points and devices.

•Installing and managing virtual desktops with Vsphere and Vmware.

•Proficient in Office365 and all Office Suites.

•Troubleshoot Lan and Wan technologies. Troubleshooting of the entire user's Network and devices.

•Use the ticket system to log trouble tickets.

•Escalate tickets to the correct groups.

IT Coordinator, Quality Health Plans Of NY Inc., Ronkonkoma

O C TO B E R 2 0 1 8 — A P R I L 2 0 1 9

•Network administration

•Help desk

•PBX management

•Exchange management

•Preform other MIS products/ duties as assigned

•Assisted in other departments if needed.

System Analyst, LINCOLN COMPUTER SERVICES, Hicksville

S E P T E M B E R 2 0 1 5 — P R E S E N T

•Work in fast paced environment servicing clients remotely using Bomgar, and Dameware to gain accesses.

•Install, configure, and repair virtual machines and Citrix.

•Create user outlook and accounts, create distribution and security groups.

•Work remotely with clients to resolve all Application/ Hardware Issues.

•Windows Server Operating System.

•Work with firewalls blacklisting and whitelisting allowed cities.

Help Desk Analyst, KWI, Greenvale

M A RC H 2 0 1 2 — J U N E 2 0 1 5

•Work in a high pressure, fast paced call center environment, supporting end users with desktop related issues such as; configurations, upgrades, and anti virus removal.

•Experience with opening and closing help desk tickets using Track-it software.

•Support up to 60 callers remotely using PCAnywhere, VNC, and TeamViewer remote access software.

•Install and configure laptops, and network printers.

•Install and Maintain hardware such as MRS Keyboard, Ingenico, and VeriFone Card Readers, wireless mobile point of sale system, and several printers from receipt to Network.

•Create price files using Microsoft SQL software.

•Maintain price files by remotely connecting to servers and configuring data / firmware updates, and repaired traffic counters.

Help Desk/Desktop Support Technician, Sleepy's, Hicksville

J U N E 2 0 1 0 — J U N E 2 0 1 2

software to install and configure Kyocera printers, VeriFone and Hypercom credit card readers. Re-imaged V90 and V90LE Thin clients using Remote Desktop Protocol.

•Re-imaged and configured Dell and HP networked computers with Windows XP and Windows 7, using Acronis and Ghost reimage software.

•Installed applications and drivers to terminals.

•Applied Active Directory to create, delete and add accounts and objects.

•Assigned permissions and rights to files, folders and printers by adding objects to groups.

•Utilized Anti-virus software for virus protection and removal Work with Track it ticketing software to assign tickets if escalation is required.

•Was responsible for Troubleshooting and configuration of email using Microsoft Exchange 2003.

•Proficient in Gers order and maintenance system. Use Gers to create, configure and manage user and sales accounts.

•Operated Microsoft SQL server software to query current employees and create tables for new hires.

•Developed SQL software to query sales force consisting of Regional Managers, District Managers, Mattress Professionals and stock employees in over 700 showrooms.

•Created tables for query in categories by region, first and last name, job title and salary. Manage and configure company issued Blackberry's thru use of proprietary software on the communication server.

Technician, LANGER, Commack

JA N UA R Y 2 0 0 2 — F E B RUA R Y 2 0 0 7

•Scanned and measured casts for orthotics and worked with electronic scanning systems.

•Prepared orthotics from schematics and measurements taken from patients' feet for customized fit.

Desktop Support Analyst, Mimedx Inc

JA N UA R Y 2 0 2 1 — P R E S E N T

BIOS, operating system service patches, application software patches, and critical security patches.

•Performs remedial repairs on computers, laptops, printers and any other equipment. Performs work in compliance within specified warranty requirements. Return defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels.

•Install standard desktop imaging standards and ensure compliance with standards.

•Customize desktop hardware to meet user specifications and site standards

•Monitor, operate, managing, troubleshoot and restore to service laptop, desktops and other compute devices. When the restoration is beyond the scope of internal repair, escalate the issue/problem to vendor or 3rd party support.

•Ensure desktop, laptop and other devices have current versions of virus scanning software.

•Perform password, PIN and other account locking\unlocking and resetting as needed.

•Provide tier 2/3 support to circa 700 users including telephone and remote support software.

•Escalation of issues to 3rd party support companies.

•Printer setup and troubleshooting.

•Configuration, support, and enrollment of mobile devices (mobile/tablet), including maintaining inventory.

•Audio Visual support

•Investigate new technologies to improve proficiencies of inventory processing and Malware and Phishing prevention.

•Maintenance and design of new employee devices introductory training programs and documentation.

Security + certified. Extensive knowledge of Siem, Soar EDR and XDR security tools

EDUCATION

Electronics, Computer Repair Technology and Networking Diploma, Hunter Business School, Medford

JA N UA R Y 2 0 0 9 — JA N UA R Y 2 0 1 0

SKILLS

Imaging Virtual Network Computing

Proprietary Software

Microsoft Outlook

Troubleshooting (Problem Solving)

Active Directory

Bomgar

Microsoft Windows

Virtual Desktops

Mobile Devices

Help Desk Support

Account Management

Workstations

Microsoft Office

Virtualization

Laser

BIOS

Verifone

Ethernet

Communications

Virtual Machines

Security Information And Event Management

(SIEM)

PcAnywhere

LANGUAGES

English

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