Desktop Support Office
Resume:
Dean La Prete
**** ******* *** (Apt A)
Clifton, NJ 07012
Technical Support Desktop Support Troubleshooting
Goal oriented and ambitious professional with a solid, versatile systems background in computer networking and support operations. I’ve worked on first, second and third levels of support.
Experience:
Luxoft 4 Centre Plaza, Newark, NJ (NYPD Contract) July 2018 – December 31 2019
Case Management software troubleshooting for NYPD under contract from Luxoft.
Monitoring Webfocus reporting servers for performance.
Application Support for clients Java applications.
QA and regression Testing for Java applications in UAT and PROD
Sanity testing on CM servers during peak and off times.
Scheduling Change Management with planned downtime and backout plan.
Gannett Publishing West Paterson, NJ January 2008 – April 7 2018
Providing technical support for multiple international media branches
Using Altiris software to remote control into workstations and troubleshoot daily operations.
Monitoring of corporate infrastructure for downed servers and low disk space with Netwatch and WhatsUp Gold.
Using VSphere Client 4.1 for V-Server management.
Solving technical issues relating to desktop and backend in an XP Windows 7 and 10 Windows 2003 - 2008 virtualized server environment using Bomgar for remote control access.
Troubleshooting client application problems, hardware failures, print servers, remote users and malware/virus detection and removal with Eset. Kaspersky, Symantec and Anti-Malware Bytes.
Administrating accounts for in AD, Exchange and Sybase and several in house applications.
Assist in projects such as patch management/server hardening, creating new departmental images.
Strong ability to validate end users concerns and extract the information needed to resolve day to day operations.
Creating and troubleshooting FTP accounts for field reporters to upload pictures and content for online content and newspaper.
Logging all incidents and resolutions in Service-Now and porting actions taken and root causes into knowledge bases.
Utilizing Citrix Director to troubleshoot and clear sessions as well as our existing Terminal Servers.
Creating and updating SOPs as needed for junior technicians.
*Currently finishing merger with Gannett Publishing using migration tools to migrate the user community into the Gannett USA Today domain and creating departmental images for Windows 10. We have also cut over to Office 365 and more cloud based application environment.
Berlex Pharmaceutical, Wayne, NJ (contract position) May 2005 - May 2007
Providing technical support for US and Germany in a mixed NT, Windows /XP/2000 environment.
SMS capture of clients using netbios names or IP addresses for remote connectivity troubleshooting.
Using Active Directory for monitoring domain controller accounts and locating AD resources and objects.
Provided international Cisco/Linksys VPN support using RSA to troubleshoot SecurID keyfobs for our home/traveling employees.
Office 97 – 2003 application support
Mellon Financials, Totowa, NJ (contract position) August 2004 - May 2005
Assisted 60 end users at first and second level in an NT/Windows 2000/Novell 5 mixed environment.
Installation of XP, Windows 2000 and Office 2003 software for end user community.
Monitored and maintained server to server backups using Backupexec.
Monitored network usage, NDS objects, print queues and handled patch management.
Built and maintained a SUS server for patch management.
Monitoring and configuration of Juniper firewall, adjusting policies viewing attempted breaches.
UBS/PaineWebber, Weehawken, NJ (LAN services) January 1999 - 2003
Building NT and Windows 2000 servers in server staging lab to be installed into data center after market hours.
Installing OS, configuring Adaptec/Dell Raid 5 (PERC) and dual homing servers for failover subnet.
Administering servers via PC Anywhere during market hours.
Handling backups and restorations using Seagate Backup on tape drives and disk to disk setups.
Installing service packs and patches onto PC’s and servers after engineering approval.
Offering phone support to entire user community on day to day issues.
PaineWebber, Weehawken, NJ (Correspondent services level 1 and 2) January 1997 – 1999
Provided desktop support for CSC trading floor and department broker workstations and dumb tubes.
Converted entire department from Quotron to Reuters Plus.
Migrated CC Mail to Exchange/Outlook environment.
Created Ghost image for departmental rollout from Win 98 to NT and all financial applications.
Migrated all Netware IPX based printers to Microsoft IP based print servers using HP JetDirect cards.
Education:
The Chubb Institute, Jersey City, New Jersey
Received NEDC Certification (Network Engineering and Data Communication)
14 month course entailing operating systems, in depth understanding of 7 layers of OSI model, detail between layer 2 and layer 3 switching/routing equipment.
Computer Learning Center, Paramus, New Jersey
Certified in Data Processing.
Certifications: Networking Essentials, HDA Certified (Help Desk Inst.)
NEDC Certification (Network Engineering and Data Communication), and Certified in Data processing.
Software Experience:
OS-XP, Windows 7, Windows 10
Applications Office 97, 2003, 2010, 2013 and Office 365 and OWA (Outlook Web Access)
Virus/Malware removal
Bomgar\TeamViewer for remote control to our Windows Win 7-10 users
Altiris for remote control of legacy XP users
OKTA for multifactor authentication managed thru OKTA admin console for accessing HR applications and Cisco Anyconnect VPN.
ServiceDesk Now for Ticket logging and asset management and escalating to Level 3 when needed.
Active Directory (adding members into specific groups as needed, password control and basic querying) and adding\removing users and resource’s for daily operations and onboarding off boarding.
Remote Desktop setup and troubleshooting for remote controlling workstations\laptops and servers
Terminal Services for our billing and in house software.
Acronis to reimage unsalvageable OS installations and BSODs that can’t be repaired.
VMware Workstation 12
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