Desktop Support Active Directory
Resume:
Angel Rosario
I.T. professional with ** years of hands on experience in the Information Technology Service, Support and Network Industry. Ability to develop and implement and follow procedures, processes and technology-based. Very Customer oriented with strong professional work ethics.
Technical Qualifications
●19 years of experience supporting users on desktop and network environment.
●Installation and configuration of Windows NT, 2000, XP Professional, Windows Vista, Windows 7, Windows 8.1, and Windows 10, IMac, MS Office 2003, 2007, 2010, 2013, 2016 and Office 365. 2003 and 2008 Servers in LAN and WAN environments. Active directory, print servers, terminal server, computer management. Monitor, configure, troubleshoot and control access to printers, files, folders, and web sites. Management of permissions and problem analysis using event viewer and performance monitor.
●Assisted in various migrations from Windows NT Domains to Active Directory. Heavily involve on planning and testing before individual sites were migrated.
●Experienced with all desktop hardware, applications, configuring, troubleshooting, upgrading and installation.
●Very comfortable working in strict environments and strict deadlines.
●Wireless Networking, Wireless Router, Wireless PCI, PC and USB adapters using 2.4Ghz 802.11b and WEP Encryption Security.
●Software and Hardware configuration and troubleshooting Compaq/HP servers, including all Proliant family of servers.
●Extensive knowledge of Windows 2000 and Windows XP, Windows Vista, Windows 7 Windows 8.1 and Windows 10, security, connectivity, etc, and troubleshooting common and complex issues.
●Most importantly have consistently worked with users through my entire career on all levels of organizations. Have performed training for users and technicians. Have developed the ability to understand users’ needs and I make it a priority to learn as much of their business functions to better support their demands.
Education = The Chubb Institute, North Brunswick, NJ 1998-1999 Technical Support\Network Support Admin
Languages – Bilingual in English and Spanish
Professional Experience
5/2013 – 7/2019 Home Bridge Financial, Avenel NJ
Senior Support Engineer
●Imaged all laptops and prepped for end users
●Point person for all Hardware replacements
●Answered the phone for the in-house users, assisted with technical issues
●Performed daily backup to the servers Onsite
●Point Person for all Remote Access
●Repaired all HP printers onsite
●Set up all Network
●IMAC support
●Installed Virus scan patches, and Windows updates, via Altiris Portal
04/02/2014 – 08/25/2014 AON, Manhattan NY (contract)
Senior Desktop Support Analyst
●Provided Onsite Support for 1000 end users assisting in all technical issues
●Supported MS Office 2010
●Issues regarding all HP printers
●Supported all PDA devices
●Provided technical support using tracking systems TWOS, Remedy, and Service Now
●Added new hires and gave them rights using Active Directory
●Responsible for setting up accounts
●Migrated users from Lotus notes to Outlook 2010
●Assisted in all VOIP technical issues
●Imaged all Lenovo Laptops and Desktop using Ghost Image, from SCCM
●Supported all Lenovo model laptops and Desktop
●Migrated user from Windows XP to Windows 7 Platform
●The Point of contact for the VIP team
●Supported all Proxy issues
●IMAC support
04/2012 – 5/2013 Celgene, Basking Ridge NJ (Contract)
Senior Support Analyst
●Responsibilities included; providing Network clearance for Internet Access & Active Directory
●RSA console
●Provided support for all Field Force Team
●BAS Server (Blackberry Administration Server) and Blackberry Support
●Remote Access Point Person
●Ipad and iPhone support
●Responsible for all Hardware, IBM Laptops, HP Printers
●Provided training and mentoring of staff
●Created and monitored user accounts, responded to client’s inquiries, configured desktops and worked closely with Team Leaders to develop recovery procedures to researched problems
11/2011 – 02/2012 College Board, New York, NY (Contract)
Tier 1 Support Analyst
●Provided technical support using Mercury tracking system
●Supported SAT & ACT applications
●Used WebEx Connect to assist end user with technical issues
●Added new hires and gave them rights using Active Directory
●IMAC support
●Assisted with all network and remote access issues
●Supported Video Conferencing
●Provided Blackberry support and BAS server
●Supported Mac Users and Outlook 2010
6/2009 – 10/2011 R&R I.T. Solutions, Perth Amboy, NJ (Contract)
Senior Desktop Support Analyst
●Responded to daily support needs; call assignments, follow ups and managing projects
●Assisted in deploying small networks and responded to continued support
●Assured we kept our SLA (service level agreements with our clients)
●Managed Local and remote support for all users
●Supported all PDA devices
●Provided training and mentoring to technical staff
●Assisted with calls and problem resolutions on all unresolved issues
●Researched and documented unknown or new technical problems in our Knowledgebase
●Planning for deployments in coordination with businesses to assure success and minimal or no impact on the business
●Coordinated with business associates to discuss service delivery, possibly making improvements in all areas of service
●IMAC support
08\2008 - 06\2009 Technisource/Spherion (contract)
Quality Control Coordinator
●Configured servers, desktops, laptops, routers and switches in preparation for network migration
●Assured all configurations were done according to specs and all apps associated with corresponding servers
●Fixed any mis-configurations and trained staff on proper configurations
●Helped train the user community on using the new applications
●Signed off and approved on QA before deployment
●Documented all performance and technical issues
●Applied workaround and fixed all issues brought to the table
●Coordinated meetings to discuss project progress and outstanding issues
1/2008 - 08\2008 Hewlett Packard, New York, NY 10012
Installation Coordinator (contract)
●Technical Lead on all deployment and installations for each individual site
●Responsible for Problem Escalation and Resolution
●Coordinated deployment for each site
●Met with deployment team daily to review completed deployments and discuss\address any ongoing or newly found issues
●The target was 100 newly deployed Laptops & Desktops per week
●Informed clients on progress and informed them on any resolutions to their technical reported incidents
●Generated weekly reports for clients and staff
●Supervised a staff of 10 employees, trained them on procedures and protocols
1//2006 - 1/2008 Bristol-Myers Squibb, Princeton, NJ
Helpdesk Analyst
●Provided helpdesk support for all end users in a LAN/WAN environment
●Provided support for over 5000 employees, using Remedy tracking system
●Assisted with first call problem resolutions for all remote and local users
●Supported all PDA devices.
●Responsibilities included; providing Network clearance for Internet Access & Active Directory
●Remote Access and network resources such as Application and Print servers
●Created and monitored user accounts; responding to client’s inquiries, configuring desktops and working closely with Team leaders to develop recovery procedures to researched problems
●Assisted end users with all PC support issues in English and Spanish
●Provided technical support for ACT.
6/2003 – 1/2006 A&V Professional Services, Perth Amboy NJ 08861
Helpdesk\Desktop Support Technician
●Provided remote and onsite support for over 200 small businesses in Middlesex County
●Immediate Responsibilities included phone support and on site troubleshooting of desktops, laptops, printers and scanners on Windows XP, and 2000 network environment
●Networking, Wireless Router, Wireless PCI, PC and USB adapters using 2.4Ghz 802.11b and WEP Encryption Security.
●Responsible for all desktop installations\configurations, updates and making recommendations for upgrades.
8/1999 – 6/2003 Cahners Travel Group, Secaucus, NJ 07094
Helpdesk\Desktop Support Technician
●Provided 1st and 2nd Level support for over 5000 Local and Remote users in a Windows 2000, Windows NT Server/Workstation and Windows 95/98 Millennium Edition all in a DHCP Networking environment
●Immediate Responsibilities included troubleshooting at the first point of contact, assigning calls to 2nd level and Network Operations, Some Desktop Visits which included installation of new hardware/software, researching, documenting and Assisting Helpdesk co-workers with any technical questions. Supporting the daily needs of all business units, establishing standards requirements and work closely with the managerial staff to develop more efficient ways of operating.
******.*******@*****.***
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