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Desktop Support lead

Location:
New York City, NY
Posted:
April 28, 2020

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Resume:

RISHI BEHARRY

***th Street, South Richmond Hill, 11419, New York + 718-***-****

adcz5k@r.postjobfree.com

EXPERIENCE

**** - *******

SYSTEMS ANALYST III (LEAD), New York presbyterian hospital

Act as third-level escalation point for Support Desk and Desktop Support personnel Escalation point for level 2 analysts

Participate Manage and lead daily team activities

Perform technical training, coaching & management processes

Develop work breakdown structure for projects

manage the coordination and prioritization of high-level and/or complex projects within any related Desktop Support departments

Leads team to ensure all duties are performed efficiently and within guidelines

Prioritize daily activities of the team and QC work on critical and high priority

Act as project manager for small to medium projects around desktop infrastructure (i.e., technology upgrades, new hardware and software deployments)

Assign technicians to various operations and direct their activities related to help desk tickets

Establishing and managing project timelines

Recommend hardware and software solutions, including new acquisitions and upgrades

Ensure shared technology including digital signage and conference rooms are in good working order and operational

Manage, troubleshoot, and remediate Active Directory group policy

Review/Monitor performance of enterprise applications and software to determine overall health

Manage antivirus applications, prevent exploits, and remediate outbreaks.

Manage Bitlocker BitLocker encryption

Work closely with vendors to resolve issues that were have been escalated for third-level support

Research, recommend and implement additional systems in order to improve performance and stability

Stay current with trends surrounding Microsoft solutions including, not limited to, identity management, messaging, and security best practices and new technologies

Perform routine administration and maintenance, including patching, applying security updates

Create and maintain documentation related to installations and configurations

Responsible for High Priority Tickets Manage high priority tickets and VP escalations

Build/Deploy/Maintain hospital custom Microsoft OS products

Resolve & Document Technical Issues (Windows 7, Windows 10, Wired/ Wireless Network Connections, MS Office Suite, and various hardware/peripherals)

Post Ticket Follow-Up

2010 – 2012

IT CONSULTANT/ JUNIOR APPLICATION ANALYST, Continuum health partners, new york

Key Team Leader For New eClinicalWorks EMR System Rollout

Perform Windows OS installations, Virus & Spyware Removals, Data Transfers and Backups

Preparing & Testing All Clinical Scheduling Systems Using; IDX, Citrix, ECW, Dragon Dictation, IntelliDose, and HiPath Software

Help Desk Support Services, Hardware & Software Installations & Troubleshooting

EDUCATION

AUGUST 2018 - PRESENT (CURRENTLY ENROLLED)

BS. INFORMATION TECHNOLOGY, capella university

2005

HIGH SCHOOL DIP., trinity college east

PROFESSIONAL CERTIFICATIONS

CISCO CERTIFIED NETWORK ASSOCIATE (CCNA) ROUTING AND SWITCHING

MICROSOFT CERTIFIED INFORMATION TECHNOLOGY PROFESSIONAL (MCITP: EA)

MCTS: WINDOWS VISTA

MCTS: WINDOWS SERVER 2008- ACTIVE DIRECTORY

MCTS: WINDOWS SERVER 2008- NETWORK INFRASTRUCTURE

MCTS: WINDOWS SERVER 2008- APPLICATIONS INFRASTRUCTURE

CHECK POINT CERTIFIED SECURITY ADMINISTRATOR (CCSA)

COMPTIA COMPTIA NETWORK+ CERTIFIED

COMPTIA COMPTIA A+ CERTIFIED

CERTIFIED ETHICAL HACKER (CEH)

MICROSOFT CERTIFIED SOLUTIONS EXPERT (MSCE)

MICROSOFT OFFICE SPECIALIST (MOS) WORD, EXCEL, ACCESS, POWERPOINT

TECHNICAL SKILLS

Polished and have excellent customer engagement/relationship skills

In-depth knowledge of desktop hardware platforms, Windows operating systems (7, 8, 8.1, 10 and conversions) & Microsoft SCCM

Excellent customer service, organizational, project and personnel management skills

Proven ability to mentor and grow the skill set of team members

Proficiency in project management

Proficiency at multitasking in a fast-paced environment with focus on timeliness, documentation, and communications with peers and business users alike

Proficiency in developing partnership-oriented relationships with internal and external business executives and functional leaders

SCCM

Allscripts

Remedy

PACs

Microsoft Office Suite

Windows 7, 10

Windows Server 03 08 16

Printer Logic

Cisco Call Manager

Cylance

Citrix

eClinicalWorks

TCP/IP

Dragon Dictation

Windows Server Update Services

REFERENCES ON REQUEST



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