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Sr. Desktop Support Analyst, Service Desk, Desktop Support Analyst

Freehold Township, NJ
February 29, 2020

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Robert Patino

Manalapan, NJ


Over (15) years of experience within Information Technology in a Help Desk/Desktop Support role both in a Managed Services Provider (MSP) environment as well as directly for Mid Sized and Large Corporate Environments.

Operating systems and Programs: Windows XP Professional, Windows Vista, Windows 7 32 and 64 BIT Versions Windows 8, Windows 10, Microsoft Exchange, Active Directory, MS Office 2003/2010/2013/Office 365 Support, Lotus Notes, VM Ware and Citrix Receiver.

Administrative software: Microsoft SCCM, CISCO Unified Administrator VoIP Software Telephone Setup, Operating System installation, using GHOST Imaging Software to create images on new PC's.

Ticketing systems: Connectwise, Remedy, Track it, Service now, Heat as well as face to face requests.

Strong attention to detail to provide quality service for clients. Quick learner and good listener striving to resolve problems as quickly as possible. Excellent troubleshooting skills for diagnosing problems and conducting root cause analysis. Clear communicator with ability to work independently or as part of a team.

Sirius XM Radio Incorporated, New York, NY (Full Time) 8/2017 – 4/2019

Desktop Support Analyst (Level 2)

Responsible for Documenting, Tracking, and Providing accurate and detailed troubleshooting steps in the Service Now Ticketing System.

Imaged Dell Laptops, Desktops, and Tablets for New Hires and Current Employees through the companies standard image for Windows 10 connected to the network through SCCM and Active Directory

Pushed out 3rd party Software to usres machines through Active Directory.

Adding user accounts and current accounts in Active Directory to there correct groups they were being assigned to as well as Rights, Permissions, Unlock Accounts, and Password Resets.

Responsible for Inventory Management of all Equipment by updating the Inventory Sheet in Sharepoint.

Setup Conference Room Assistance for meetings via the Cisco Teleconference Unit. Made sure the equipment was connected to the companies network as well as making sure the meeting attendees were able to connect to the corporate WiFi.

Troubleshooting of Network Connectivity Issues TCP/IP, DHCP, and Ethernet Cable Replacements.

Troubleshooting of VPN Posture and Connectivity Issues in Cisco Anyconnect.

Participated in the Windows 8 Migration to Windows 10

Troubleshooting of Microsoft Office 2013/2016 issues

Responsible for On Boarding of New Hire setups including Equipment and Cisco VoIp Telephones.

Configured and Troubleshooting of Corporate Android, Iphone, Ipads, and Tablets.

Responsible for Adds, Moves and Changes

Participated in rotating after hours tickets remotely from home using Windows Remote Desktop or Cisco Jabber to remote into a users machine to resolve issues called into the Help Desk.

Troubleshooting and Resolving WebEx Issues

Created How to Documents and added the documents to Atlassian Confluence.

Imaging Macbooks with the High Sierra image and troubleshooting of Issues for the Maketing and Analytics Department.

Responsible for all tickets assigned to me for over 1000 users including the CEO.

Troubleshooting and Resolving Network Printer Issues.

Information Technology Freelance, Staten Island, NY (Independent Contractor) 6/2016 - 7/2017

Provide Residential and Small Business Clients top notch PC Software and Hardware Support VIA on site or remote.

Work with various vendors in negotiating the best prices for clients. From Purchasing new PC’s based on the users needs, hardware parts such as Hardrives, NIC Cards, Printers and Routers.

Troubleshooting of Windows XP, Windows 7, Windows 8, and Windows 10 Operating Systems.

Provide Remote and Onsite Support for clients on various MS Office Issues, Network Connectivity Issues, Printer Issues, Virus and Malware Issues as well as Ipad, Galaxy Tablet, Iphone and And Android Devices.

Re Imaging of users PC’s due to virus issues and provide recommendations on upgrades and negotiating the best pricing possible through various vendors.

Sonar Entertainment, New York, NY (Contractor) 10/2012-5/2016

Senior Desktop Support Analyst

Reported to Information Technology Director supporting 400 employees at all levels in the organization. Created "How To" documents and procedures for IT Director to empower business users to resolve common issues.

Recording and tracking of issues via in house ticketing system.

Troubleshooting of Software, Hardware, and Local and Network Printer issues. MS Office Suite 2003, 2007 and 2010 2013 related issues.

Setup new computer and laptops. Created user account in Active Directory and Microsoft Exchange. Setup network printers as needed.

Support home user access and VPN issues using such software as Microsoft SCCM, Microsoft Remote Desktop, VNC remote software or GoToMeeting sessions.

Installing and troubleshooting Symantec Corporate Anti Virus Protection for possible virus issues, Spyware or Malware infections. Completed removal of all Virus, Malware, and Spyware issues found on the users Computer or Laptop.

Setup New Cisco Telephone Systems for New Employees using Cisco Administrative Unity Software.

Installation and Troubleshooting of Windows 7 and Windows 8 Operating Systems.

Troubleshooting of Token ID Authentication of users attempting to log into the network domain.

Brightstack Technologies LLC, New York, NY (Full Time) 9/2011-6/2012

Help Desk, Desktop Support and On Site Technician

Brightstack is a Managed Services Provider (MSP) to 40 client companies including law firms, financial firms, health and education institutions as well as local companies within the NYC area. Provided Help Desk, Desktop, Remote and On Site support for multiple clients. Handled 30-40 tickets per day.

Updated users troubleshooting request tickets in Connectwise.

Utilized Microsoft Exchange to create new Mailboxes and Distribution Groups

Reset passwords for Active Directory as well as creating new accounts for new users based on policies of client company.

Quick study on client environment to understand business applications and support access issues.

Troubleshooting users issues with Microsoft Office Suite 2003 and 2010

Troubleshooting home users on how to connect to wireless networks via their home internet provider or VPN.

Installing Network Printers for sharing with other users within the company from Dell to HP printers.

Supported Blackberry, IPHONE, and Android Handheld devices.

Mapping end users to gain access to their companies shared network drives.

Performed Clean Installations of Windows XP, or Windows 7 Operating Systems on users Company Personal Computers and Laptops.

Creating users by adding PC's to the Network Domain as well as providing software installations needed to perform their job functions.

Merrill Lynch/Bank of America, New York, NY (Contractor) 2/2010-2/2011

Desktop Support/Help Desk Analyst

Handled incoming trouble request tickets assigned by the dispatch team VIA the Remedy Ticketing Software.

Worked with Microsoft Office, Outlook Issues, Network Printer Issues, Wireless Connectivity Issues (For Employees working from home), and other various internet connectivity issues.

Updated Remedy tickets and visiting the end users on a face to face basis on issues that could not be resolved remotely over the telephone.

Created new e mail accounts and distribution lists in Microsoft Exchange for new hires and existing employees.

Created Adds, Moves, and Changes for New Hires and employee moves.

Kings County Hospital, Brooklyn, NY (Contractor) 2/2009-1/2010

Desktop Support Analyst

Responded to and resolved up to 40 tickets per day in a 6000 user environment.

Troubleshooting and Installation of Network Printers such as Lexmark, Dell and HP.

Troubleshooting of the Groupwise email application adding user accounts as well as issuing permissions.

Troubleshooting and Installations of the Windows XP Operating system (32 and 64 BIT)

Installing and Troubleshooting of various Active X Controls and Troubleshooting and Installing McAfee Anti Virus Software.

Hardware repair and Installations on Dell Optiplex and Lenovo Personal Computers as well as Imaging and Re Imaging computers using the GHOST Imaging application.

Fordham University Law School, New York, NY (Full Time) 4/2007-2/2009

Desktop Support/Help Desk Analyst

Responded to and resolved 20-30 inbound Help Desk Calls and Tickets on a Daily Basis.

Provided Personal Computer and Macintosh Support (Limited Support for MAC) for Professors, Back Office Personnel and all faculty on the Fordham University Campus.

Resolved Password log in issues for Employees and Students via the Citrix Network.

Resolved hardware issues such as replacing and formatting new hard drives, adding memory, and replacing PC fans and CMOS batteries.

Maintained accurate inventory of Personal Computers, Laptops, and Peripheral Devices and Printers for issues regarding replacements for adds moves or changes projects.


Lincoln Technical Institute, Edison, NJ

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