Desktop Support Software
Resume:
Arioty Belis
Gilbert, AZ *****
******@*****.***
SUMMARY:
Excellent knowledge of system implementation, support and maintenance, system requirements/gap analysis and solution determination.
Strong knowledge of hardware and networking in cross-platform environment.
Excellent understanding of the Windows OS and experience supporting PC & Apple, software and associated peripherals in a LAN/WAN environment.
Multiple PC & Mac migrations and Deployment, including PC hardware install and upgrade.
Hardening workstations and building images.
Solid communications skills with the ability to communicate the results of work, orally and in writing, to clients and management.
Experience working in a mixed-platform environment
Strong interpersonal and communication skills.
Cooperative, savvy upbeat professional with ability to handle multiple tasks and prioritize workload.
TECHNOLOGIES:
Windows 7,8, Vista,10, WDS, Acronis, Windows migrations, Ubuntu, Druva, Mobile Iron, KACE, McAfee, Help Desk Tiers 1,2 & 3 Phone & Desk side, Blackberry/Smartphone & iPhones, Server 03,08,12, Exchange, Microsoft Office Suite 03,07,10,13 & 365 Dell & Cisco switches, Sonic wall, Meraki, VMware experience, Network Security, JIRA, Heat, Remedy, Adobe Acrobat, Active Directory, Norton Ghost, Photoshop, Thin Application technology, NetCool, Cisco VPN, PC Hardware & Software installation, MAC Mobile accounts, LANDesk, SCCM, Antivirus, Network Configurations, Dell Certified, Windows, McAfee drive encryption,
PROFESSIONAL EXPERIENCE
Calance @ Microchip
Technical Support / Desktop Support September 2019 – March 2020
Provide Tier 2 & 3 Desk side Support
Provide Mobile Support
Provided remote support
Windows 7/10, Active Directory management, Office, 2010, 365
Imaging laptops & Desktops
Install, configure and troubleshoot software, hardware and PC peripherals issues
Interact with other IT and non-IT teams to accomplish assigned tasks
Maintain and manage parts and supplies inventories
CGS @ Merz
Technical Support / Desktop Support March 2019 – September 2019
Provide Tier 2 & 3 Desk side Support
Provide Mobile Iron device management
Provide Druva data management system
Heat Ticketing System
Provide IP phone management, Windstream
Provided remote support
Provide Cisco Unified Communications Manager, Apple Devices
Windows 7/10, Active Directory management, Office 2010, 2013, 365, SharePoint, Exchange Server
Imaging laptops, iPads
Install, configure and troubleshoot software, hardware and PC peripherals issues
Support town hall video conference, projectors and other conference room and presentation systems
Interact with other IT and non-IT teams to accomplish assigned tasks
Maintain and manage parts and supplies inventories
Vonage Technical Support Specialist II Supervisor June 2015 – February 2019
Provide Tier 1, 2 & 3 Desk side Support
Provide extended support to executives and other priority customers
Provided remote support in a “follow the sun” model
Support Windows, MAC, iPhone, iPod, Android, Tablets, Network Printers, and all peripherals
Maintain SLA and Metrics compliance and ensure customer service levels are met
Manage tickets, work orders, problems, and tasks within a structured ticket management system
Assist with Enterprise solutions, such as KACE, JIRA, AD, Exchange on a local basis
Assist in Enterprise troubleshooting efforts and projects as they are required
Work with management as the key point of contact and control at the location
Assist with enterprise standards implementation and design (laptops, images, software etc.)
Install, configure and troubleshoot software, hardware and PC peripherals issues
Identify and troubleshoot complex user incidents with Windows PCs and MACs
Communicate resolutions, problem and root cause information to users, both technical and non-technical
MAC support, joining to AD domain, Mobile accounts, 3rd party software support, Imaging
Support town hall video conference, projectors and other standard conference room and presentation systems
Assist other team members to ensure metrics and service levels are met
Interact with other IT and non-IT teams to accomplish assigned tasks and tickets
Connect cables under desks, lift, move and deliver various physical devices
Maintain and manage parts and supplies inventories as needed
Perform other tasks and projects as assigned by management
Actionet @ NOAA
Help Desk Specialist 2 / Desktop Support November 2014 – June 2015
Imaging computers with WDS & creating XML scripts
Safe Boot hard drive encryption software & password resets
Installing and Upgrade MS Office 2010, on window 7 machines
Adding new users & computers to active directory
Supporting users thru emails, walks up & phone
Working in a team environment
British School of Washington
Senior Desktop Support June 2012 - November 2014
Management and maintenance of all BSW hardware, Dell laptops, desktops, switches & printers and HP laptops, Meraki WAPS, Sonic wall WAPs, Smarboards and Hitachi projectors, Lobby guard, iPads, MAC books Pro, iPhones, Android phones, Dell servers, APC battery backup, Security cameras, Access badges,
Imaging with Ghost and applying updating though WUS server
Installs hardware, peripherals, and network equipment and software including administrative offices, classrooms, libraries and computer labs/carts
Finding vendors, getting quotes and make proposals for new equipment & software
Created and optimized windows images, logon, logoff scripts using PowerShell
Optimized school’s phone system to VOIP & internet from cable to fiber
Ran network cables for switches new offices computer stations and WAP’s
Insource Now @ Capital One Bank
Contract-Windows 7 Migration tech September 2013 - May 2014
Deployment of Windows 7 from Windows XP computer
Using MDT Deployment Tool, SCCM, & Salt
Install and configure Financial Accounting proprietary applications for clients in Finance, Accounting, and Legal Dept.
Configure user profile backup and restore user profile
Reconfigure all network printers, scanners and labeling devices
Install and Upgrade MS Office 2010, Hard Drive Encryption Software
Clovis @ US House of Representatives
Contract-Systems Engineer February 2012-May 2012
Developing and applying group policy, WUS, hardening workstations, and building security templates for a Windows 7 deployment
Using Ghost to build and image Dell desktops & laptops
Interface with both internal and external customers
Windows Server 2008 R2 implementations
Software installs and user training
Cybersearch @ MedStar
Contract-Desktop/Outlook Migration
Maryland/DC Hospitals April 2011-Januray 2012
Supporting the Exchange migration project including: answering calls related to the Messaging or Infrastructure projects, supporting Windows XP, Blackberry support:
Backing up, wiping, restoring, and creating exchange accounts onto device. Proficient in Windows XP and Windows 7.
Creating, assigning & working trouble tickets, working with Lotus Notes & Ms Exchange.
Documenting issues in client's ticketing system, determining if the issue is a server, desktop, or other issue - advanced troubleshooting skills.
Configuring Outlook client, interfacing effectively with all levels of the organization, interpersonal skills and strong and effective communication.
Additional projects as needed.
Responsible for ensuring on-going maintenance and development of positive customer relationships with all business partners and customers.
Midcom @ NASA
Contract-Desktop Analyst
Greenbelt, MD October 2010-April 2011
Performed Dell desktop & laptop “Break/Fix” support from simple to complex installations, adds or changes requirements of peripherals & drivers.
Windows 7 64-bit deployment and support.
Proficient in Windows XP and Windows 7.
Completes all assigned service tickets with professionalism and technical expertise.
Ensures that quality and service level goals are achieved in a timely manner.
Monitors assigned service calls to ensure timely completion.
Ensures all time reporting and other required reports are accurate and submitted on time.
Meets or exceeds various service levels as established by assignment (calls per day, ETA’s, on-time response, administrative call closure, customer satisfaction.)
Responsible for ensuring on-going maintenance and development of positive customer relationships with all business partners and customers.
Visa
Help Desk Analyst
Hunt Valley, MD May 2007-July 2010
High volume call center.
Assisting Visa employees with mainframe password resets, active directory, monitoring accounts, providing assistance with settings.
Troubleshooting XP, hardware issues.
UNIX accounts, Outlook archiving and connecting to exchange server, migrating users, mapping drives, and network connectivity.
VPN connection and instructions.
Preparing tickets using Remedy ticketing system for desk side support.
Responsible for ensuring on-going maintenance and development of positive customer relationships with all business partners and customers.
Additional Work History & References Furnished Upon Request
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