End User Customer Service

David Mc Nulty

Thomaston, CT, *****

**************@*****.***

203-***-**** Cell

PERSONAL SUMMARY

Proven I.T. professional with experience in corporate & global environments as well as established operations in organization, computer networking and problem solving to provide exceptional user support and assistance in troubleshooting any I.T. related conflict. Have the capability to perform multiple duties and shift priorities. Strong verbal and written communication skills, highly committed to the workplace with excellent interpersonal skills.

PROFESSIONAL EXPERIENCE

Nordic Global, 100% Remote

IT Service Desk Analyst December 2023 – May 2024

•Providing a high level of professionalism and customer service

•Serving as first point of contact for end users seeking IT assistance

•Supporting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device Management

•Performing remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questions

•Taking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed

•Walk end user through IT problem solving or workflow process

•Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)

•Identifying and escalate high-priority IT issues appropriately

•Utlized Microsoft Azure for setting up 2 Form Authentication.

State of Connecticut, Waterbury, CT.

Lan Support Technician @ The Board of Paroles and Pardons. July 2022 to September 2023

•Production of all parole, pardon, commutation and revocation hearings;

•Daily checks of equipment prior to hearings convening;

•Scheduling, maintaining and supporting multiple video meetings via TEAMS and/or Zoom;

•Interacting with multiple State agencies to ensure hearing accessibility; and

•Posting links on BOPP website and Youtube channel.

•Working with a broad end user base (Parole Officers, Attorneys, Chairpersons, executive, technical and non-technical)

•Assisted end users on setting up O365 on their various devices, iPad & iPhone, for office use.

•Managed and ran officewide migration from Mcafee endpoint to Bitlocker encryption.

•Monitored security alerts/risks through Crowdstrike EDR.

•Documenting, tracking and monitoring end user problems to facilitate a timely resolution.

American Electric Power, 100% remote November 2020 to July 2022

IT Service Desk Analyst

•Provided 1st & 2nd level technical support to customers and internal staff for all Remote Service technology products and services offered by American Electric Power.

•Resolved issues and completed service requests within a specified timeframe. Worked with external vendors and customers on escalated issues to ensure a timely resolution.

•Utilize ServiceNow to take and log tickets.

•Manage LAN environments

•Work with management to create a better workflow.

•Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction.

•Create and document new SOP’s in Sharepoint.

•Provide End User support of all Office 365 application and their Microsoft Cloud accounts.

•Utlized IT Asset Management skills to assist management in locating lost or unused assets.

•Also utlized databases in ServiceNow in order to locate those lost or unused assets.

•Assisted end users on setting up O365 on their various devices, iPad & iPhone, for office use.

•Assisted end users on setting up Good Drive on Androids for office use.

•Support and maintain all HP desktop and laptops on a Windows 10 environment.

DXC, South Windsor, CT June 2019 to June 2020

Systems Administrator

•Provided Tier 3 (Server Administration) server escalation item tickets in ServiceNow.

•Provided Tier 3 (Wintel Team) File/User/Server Permissions.

•Communicates with adjacent teams to resolve existing access problems and ensure outstanding customer service.

•Manage Cisco based LAN environments

•Troubleshooting server and client connectivity issues.

•Remote server administration of over 1500 servers for UTC and DXC.

•Utilized OS & Software migration through Microsoft SCCM, with the help of Desktop Support softhands.

•Assisted my team in daily activities to include user support and system administration tasks.

•All work tickets are documented/updated in ServiceNow.

•Ability to understand Linux/Unix console commands.

Dymax, Torrington, CT April 2019 to June 2019

IT Support Analyst

•Utilized Reverus/Solar Winds to run queries to update Dymax CRMs.

•Also utilized ManageEngine software to update Dymax CRMs.

•First point of contact for laptop/smartphone refresh and migration.

•Assisting in administration and technical support of company systems infrastructure.

•Assisting in development of in-house database programs and sub programs.

•Work with management on any needed changes.

•Act as liaison between IT department and all other Dymax departments.

•Setup company email on all devices.

•Development and major cleanup of old GPOs in Active Directory.

•Provide End User support of all Office 365 application and their Microsoft Cloud accounts.

•Utilized VBScripting and Powershell to create scripts for the Dymax Corporation.

Fujitsu, Shelton, CT January 2019 to April 2019

Datacenter Network Server Support

• Familiar on all HP Proliant server, dlxx, chassis blc7000, blades 460 and up.

• IBM x3850, IBM chassis 8677 and blades hs20 – ls21.

• Oracle/Sun servers, v240 and up.

• Dell servers, chassis and blades, Poweredge R & M series servers.

• Apple X3, X4, X5 servers.

•Manage Cisco based LAN environments

• Firmware/Bios updates for all servers.

•aAbility to understand Linux/Unix console commands.

RKL & Associates, Winsted, CT October 2018 to December 2018

Senior Support Analyst

•Assisted in upgrading the Town of Winchesters Police Department wireless network.

•Field service support - Travel to each customer site when they needed technical help that could not be resolved over the phone.

•Windows Server, Office 365 administration, support and migration. Migration was performed using a Microsoft cutover tool.

•Routers, Firewalls, Switches, Wireless.

•Backup and Disaster Recovery.

•Working with our Clients to support their infrastructure.

•Triage, Identify, document and troubleshoot technical isues to resolution while maintaining customer satisfaction.

•Working to complete projects implementing and migrating our customers to the latest in hardware and software solutions.

•First point of contact for all IT issues.

•Utilized applications such as Autotask, Continuum, Logmein, ITGlue and other CRM applications.

•Provide End User support of all Office 365 application and their Microsoft Cloud accounts.

Encompass, Stamford, CT

Digital Media Network Operations Engineer February 2016 to August 2018

•Provide technical support for all Digital Media Networks, Systems and Services.

•Provide technical support for all aspects of Digital Media Live streaming, Events and VOD platform.

•Provide resolution to a wide range of technical issues with time-sensitive results.

•Provide 24x7 technical on-call support, remote or onsite with flexible work schedule.

•Provide Live Operations Management and events Support.

•Manage Cisco based LAN environments

•Utlized AWS Cloud to upload and save live events after shows.

•Monitor System and Network Alerts, including Client’s support e-mail group.

•Processing Content request and Request for Maintenance forms using (MS Excel / Word).

•Open and track trouble tickets with Internet service providers, including dedicated fiber carriers.

•Management of Cisco Firewall, Switches, Routers and extended ACL’s.

•Feed/Stream Troubleshooting and Triage, including incident Manager.

•Operation of all facility Broadcast and Transmission equipment and systems.

•Monitoring of on-air networks and signals.

•Direct communication with clients and other workflow Operations engineers.

• Usage of Office 365

• Provide End User support of all Office 365 application and their Microsoft Cloud accounts.

• Using Sharepoint to create and save SOP’s

• Using ServiceNow to create/update outtage tickets

• Create and maintain VMware servers.

• Other Digital Media related duties as assigned.

Altria, Stamford, CT April 2011 to February 2016

Sr. Executive Desktop Support Analyst

•Lead a project for three office sites to migrate all end users to new laptops/desktops.

•First line support for all clients in Stamford and NY offices in the US.

•White glove Executive support for CEO’s, Presidents, Vice Presidents, etc.

•Supported the executives Bloomberg terminals to check their portfolios.

•Travel to NY city on occasion to support multiple CEO’s

•Manage Cisco based LAN environments

•Support the client with any office meeting setup, using Webex & Skype for Business.

•Supported the office creating and storing procedure documents on Sharepoint.

•Supported the office logging in and using departmental apps through Citrix Xexapp.

•Support and maintain all IBM Desktops/Laptops.

•Utilized Microsoft SCCM for software & workstation deployments.

•Troubleshoot all client Microsoft Exchange issues.

•Work exclusively with all Executives hardware/software issues.

•Setup and deploy new equipment for clients in Stamford and NY offices.

•Setup company email on various devices, iPhone, iPads & Android using Good for Enterprise.

•First point of contact for laptop/smartphone refresh and migration.

•Work through the ServiceNow ticketing system to update my service tickets.

•5 years of IOS support, Mac/IOS. Executives used Macs, iPads & iPhones.

•Utilizing best practices of ITIL for best service.

ASML Development & Learning, Wilton, CT April 2007 – April 2011

Desktop Support Analyst

•Third line support for all clients in Wilton and Satellite offices in the US.

•Support and Maintain all HP, Dell, and IBM Desktops/Laptops.

•Troubleshoot all client Microsoft Exchange issues.

•Work exclusively to all upper management hardware/software issues.

•Travel to Satellite offices for extended support or upgrades.

•Set up and deployed new equipment for clients in Wilton and Satellite offices.

•Work is mostly around manufacture/clean room environment.

•Manage Engineers and delegate responsibilities.

•Maintain Active Directory (Add/Delete user accounts, create/maintain shared folders, maintain access to folders.

•Work with IT management on decisions with future upgrades (Desktops and Laptops).

Boehringer-Ingelheim, Danbury, CT June 2006 to April 2007

Help Desk Analyst

•Responsible for answering calls from the Sales force of the company.

•This job is 100% phone support, supporting technical questions on their Siebel CRM database.

•HP laptop/tablets that the sales force used in the field.

•I used OpenView Service desk for the ticketing system.

UBS Investment Bank, Stamford, CT November 2005 to June 2006

Desktop Support Analyst

•Responsible for deploying and fixing any computer issues.

•Break/fix on all Dell/Compaq workstations.

•Running IBM T-series laptops, and HP printers.

•Running Blackberry handheld devices for email.

•Seven months of trade floor support.

•Disconnect and reconnection of Turrent systems.

EDUCATION

Norwalk Community College, Norwalk, CT January 2015 to August 2015

•Studied to become CCENT & CCNA certified.

•Attending Norwalk Community College for mentoring on CCNA, which is part of the Cisco Network Academy.

•CCENT Certificate: April 2016.

•CCNA Certificate: April 2016

Katherine Gibbs College, Norwalk, CT January 2004 to December 2005

•A.A, Applied Science/Computer Science.

•Cumulative GPA of 3.79.

Computer Education Institute, Panorama City, CA January 2001 to August 2001

•A+ Certificate: August 2001.

•Trained to build, run and administer a network.

TECHNICAL SKILLS

Basic Knowledge of Matter Most, Slack, Microsoft Lync, Windows XP/7/10, Skype for Business, Active Directory, AWS, Miscrosoft Office Suite, O365 Support, Azure Admin, MAC OSX Support, Inventory Control, AHD Openview, Asset Management, Remedy Ticketing Software,, Unix/Linux, ServiceNow ticketing system, Microsoft SCCM, Endpoint Configuration Management, Endpoint Encryption Management, Antivirus Management, Blackberry, Logmein, ITGlue, AutoTask, Android & IOS handheld devices, WAN/LAN, Cisco Firewalls and Switches, ITIL, Bloomberg, Sharepoint, Dynamic Routing, Network Switching, Fault-tolerant Protocols, Application Delivery Network, Webex, Citrix, Wireless Protocols,VMWare, Cisco Security Manager, DHCP, DNS, VPN (Virtual Private Network), Exchange, TCP/IP, VoIP, IPS, DLP, Web Proxy, DataCenter Support, Email Infrastructure, Storage Infrastructure, Bitlocker, Crowdstrike, Server infrastructure, Citrix, Turret Support, VOIP technology.

Hardware: Dell Servers* OS: Windows 2016/2019/2022 * Microsoft AD/Azure AD * Microsoft O365 * Microsoft Exchange * Microsoft Defender * Microsoft ADFS * Mimecast * PowerShell Scripting * Microsoft Certificate Authority * Microsoft DHCP/DNS * Microsoft System Center * VDI Support * Automation * Privileged Access Management * VMware Environment Experience * AWS

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