Manager Desktop Support

Michael Douyon

Greater New York City Area • ********@*****.*** • 917-***-**** • linkedin.com/in/michael-douyon Client IT Manager

Versatile Information Technologist with 10 years of experience in planning, designing, and implementing network technologies in Windows and Mac environments. Demonstrated record of success in trouble-shooting computer systems, increasing efficiency, and optimizing response time to maximize department productivity; with a solid technical background I’m proficient in giving instructions to a non-technical audience. Customer-service oriented with a problem-solving attitude, great communicator with high emotional IQ.

Technical Proficiencies

Certifications: Microsoft Certified Professional (MCP) Platforms: Windows 8/ 10, Mac OS, iOS, Android

Hardware: Dell / HP desktops and notebooks, iPads, iMac, Android Tablets, Printers, Scanners, Digital Projectors, Conference room equipment and build out, Polycom

Applications: Microsoft Office, Microsoft Dynamics NAV, Norton / McAfee Anti-virus, Veritas / Retrospect Backup, Trend Micro OfficeScan, Norton / Symantec Ghost, Norton Internet Security, Watch Guard VPN, Blue Jeans, GoToMeeting WebEx, Service Desk, Trackit, Dameware, Apple Remote

Core Competencies: inventory management, manage security access, remote end user support, comfortable in fast pace environment, vender relations, product research, ownership of task from start to finish, budget & resource management, project management, process improvements, onshore & offshore team management, remote environment experience, helpdesk efficiencies, purchasing

Experience

Agoda – New York, NY

Global Technical Support Engineer 2017 – 2020

Single point of contact for a region of 300 employees spanning 8 locations across 3 countries (South America, USA, Canada). Improved Department satisfaction by 20% within first year and maintained a 97% satisfactory rating throughout tenor.

Infrastructure build outs for remote sites and site closures

Help desk and remote control software

Successfully interfaced with backend development and front end clients to ensure a seamless experience.

Machine imaging and rollout

Recommended configuration changes and system additions for conference and meeting setup that optimized call/video performance.

User onboarding and exits

AD management

Grimshaw Architects – New York, NY 2013 – 2016

Senior Helpdesk Analyst

Worked under the IT manager handling daily IT task such as building machines rolling out upgrades.

Network Security and resource allocation

User management with Active Directory, Office 365

Purchase and deployment of all equipment both end user and backend

Administer Symantec Backup Exec and Veem

Service desk request both internal and remote

Implement conference room equipment and standards Maintain 3rd party service accounts Michael Douyon ǀ Page 2

Medical Knowledge Group – New York, NY 2010 – 2013 Technical Support Specialist Lv3

Implement system polices and permissions in Active Directory Setup group policies as instructed by the IT Manager

Setup permissions on network shares

Create and disable user accounts in the Active Directory, Exchange Server, and Blackberry Enterprise Server

Setup all PCs and MACs on the local domain Administer Symantec Backup Exec

Provide timely response to and completion of technical support requests via the Service Desk Plus ticketing system WSP Cantor Seinuk, Structural Engineering Firm – New York, NY 2007 – 2009 Systems Administrator

Prepared and managed budgets in excess of 3/4 of a million dollars

Instructed server administrators on best practices for IT development initiatives Recruited and trained network and desktop support technicians

Supervised setup of servers and desktop workstations

Configured routers, firewalls, domain n name services, email, Web, and FTP services

Performed impromptu security checks of servers and networks to verify adequate virus protection and compliance with corporate procedures

Provided high-profile server administration, database administration, vendor interaction/quotes, and server builds for over 300 end users

Jewish Association for Services for the Aged (JASA), New York, NY 2003 – 2007 Network Specialist

Saved client 50% in costs by identifying inefficiencies in IT operations and implementing measures to eliminate database crashes, maximize application performance, and repair data

Provided support for over 500 users spanning over 50 sites across the 5 boroughs

Served as system administrator for all Microsoft Exchange functions, managing user accounts and access and configuring system protocols

Helped establish new internship and recruitment program; interviewed, trained, and supervised interns, resulting in increased help desk performance and productivity

Education

MCP Certified

Nassau Community College, Nassau, NY – Information Systems NPower IT Training Program, New York, NY – http://www.npower.org/about

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