Desktop Support Social Media

Henry-Robert Beaucejour

Managed a group of technical specialists focused on supporting business lines globally 24 by 7. Directed support activities for desktop services and Help Desk functions. Managed internal and outsourced functions that provided shared and dedicated support services to 15,000+ internal customers across the Americas.My leadership has enabled the desk to provide consistently above average performance resolving issues for customers and achieving a customer satisfaction rating above 85% for the last 6 months.

Skills:

R, Python, Tableau, data analysis, social media analytics, Big data, Project Management, Office 365, SCCM,Project Management Diploma

Education:

04/00-04/01 Diploma in Pc Network Technology, Chubb Institute New Jersey, NJ

10/91-6/95 B.S. in Economics,

01/90-12/92 AA. S in Accounting C.C.G.I.

2017-2019 BA/MS Project Management

Certification: Social and Digital Media Analytics

Certification: Social Media Analytics

EXPERIENCE:

NORTH SHORE UNIVERSITY HOSPITAL, NY 1/2016- 2/2020

Helpdesk / Desktop Support Analyst / Lead Hardware Consultant

Configured desktops and laptops, installing standard software and trouble-shoot hardware issues.

Managed evaluations and reviews, standardizing procedures, internal Help Desk ticket distribution, prioritizing and escalating trouble-calls.

Maintained and organized asset management and quality control, prepared weekly statistics reports, assumed full responsibility for the planning, staffing, budgeting and operational effectiveness of all IT data communications functions and support.

Performed maintenance and administration of Microsoft OS: Win 7 & 10, Microsoft Office Suite, MS Exchange / Office 365.

Provide technical expertise on Office 365 services: Multifactor Authentication (MFA), Single Sign On. Maintain accurate documentation processes for areas of responsibility

Provide guidance to junior team members on process and procedure of active directory.

Developed protocols and procedures for desktop and proprietary systems for 24/7 support operations.

Strategically planned and accomplished project for 5 boroughs locations, 1500 desktops and 500 laptops phones, tablets, cellphones etc. which resulted in a successful IT departmental project regularly.

Collaborate with IT staff include the local administration and maintenance of Apple equipment, to develop best practices covering remote.

Image deployment via Symantec Ghost Imaging, Clonezilla

Setup Checkpoint VPN for doctors and nurses, TeamViewer installation and setup to troubleshoot.

Manage and supporting clients from Northwell Healthcare via several ticketing systems (ServiceNow, footprints, Track it, remedy for 25 hospitals, 65000 employees from several hospitals across New York.

Direct the evaluation and acquisition of software titles(application & programs) user in Apple computer in both labs and hospital.

Worked with Windows 7, 10 environment and Microsoft Management Console(MMC)

Reduced the number of open incidents by 53% at the same time there was an increase of 40% of tickets.

Consolidated 2-room service desk environment into a 1-room service desk environment with a more ergonomic desk setup with a "pod" like structure that allowed us to align support groups more appropriately.

Co-created new process called "Daily Work Flow" meetings. This added the value of enforcing all areas of IT to manage their incidents in a more timely and organized fashion.

Experience working in Enterprise server environment with Active Directory domain services and federated services.

DEPARTMENT OF BUILDINGS, NY 3/2000-1/2016

Helpdesk / Desktop Support Analyst /SENIOR IT Operation

Provide First level desktop support to Commissioner, deputy commissioner and directors

Respond to request for assistance from Department of Buildings (DOB) staff on computer related issues and assist with troubleshooting such problems, including making on site visits.

Typical duties Include: Troubleshoot all desktop issues, wireless connection creating and troubleshooting user accounts issues in Active Directory, troubleshoot mainframe computer, Install and troubleshoot devices LAN /WAN printers, user profile issues, configure Dell and setup training laptops, verify functionality of video equipment in conference rooms, track it Report and follow up, scan suspected computers for viruses, and do research to find solutions. Configure production control. Configure Attachmate settings and good know of data entry. Supported different type of tape library, TeamViewer remote control, Active Directory, NYC win, AirWatch MDM, Phone, Laptop, Surface deployment, manage active directory, setup group policy, remote troubleshooting from TeamViewer, setup VPN for executive

Created customer service measurement tool, analyzing and distributing to all information technology managers to assure customer satisfaction.

Environment supported Includes MS Windows 98/2K/XP//2003/7/ & win 10, Win7/10, MS Office Professional /XP/2003,2010,2016, office365 & MS Outlook 2010, MS Exchange Server 2008, PC Filing, Blackberry, NetSuite, Siebel 311 call center, Attachmate, and reset User ID, Password Adding printer on the network, various custom built applications. Mainframe Printer.

Assisted users with implementing RSA and MFA, VPN logins.

Developed online self-serve tool to assist customers in resolving technical problems.

Established service-level agreements by negotiating with business units and information technology managers.

Participated as change control approval board member.

Implemented problem management process involving complete root-cause analysis. Coordinated and ran meetings to determine root-cause of issues by analyzing incidents and trends.

Reduced hardware and software expenses by 20% using more cost-effective vendor and shipping options.

Implemented procedures to improve remote technical support, reducing time spent on each call and related outages by 30%.

Designed images for thin clients and desktops to improve consistency and performance across enterprise systems.

Developed policies and procedures for supporting smartphones and tablets both locally and remotely.

Trained personnel in customer service techniques, appropriate problem management, and escalation processes and procedures.

Ensured Help Desk was appropriately staffed and provided support to end-users.

Recruited, interviewed, selected, trained, supervised, and evaluated employees and recommend staffing and personnel changes.

Generated top-performing staff by providing performance coaching.

Provide First level desktop support to Senior Executive and project team.

Respond to request for assistance from Department of Buildings (DOB) staff on computer related issues and assist with troubleshooting such problems, including making on site visits.

Typical duties Include: Troubleshoot all desktop issues, wireless connection creating and troubleshooting user accounts issues in Active Directory, troubleshoot mainframe computer, Install and troubleshoot devices LAN /WAN printers, user profile issues, configure Dell and setup training laptops, verify functionality of video equipment in conference rooms, track it Report and follow up, scan suspected computers for viruses, and do research to find solutions. Configure production control. Configure Attachmate settings and good know of data entry. Supported different type of tape library

Perform upgrades of hardware and software; Mac, creating users accounts (Email, password, Network ID etc.)

Test communications lines to check their capability to transmit data using FLUKE networks.

Preparing PowerPoint presentation on new technology equipment, workshop for end users

Preparing document for comptroller audit response requirement for asset management by using TRACK IT,

Perform network administration duties including, resetting passwords and updating users account information.

Manage accounts rights access to various network resources including network printers and creating new folders.

Assist in providing Inventory Maintenance and Track it & Remedy escalation ticket in queue.

Knowledge of Bloomberg and Blotting tools

Developed support process improvements that resulted in greater efficiencies.

Created Service Level Agreements in partnership with cross functional business teams.

Reduced aging issues by 20% by facilitating Problem Management process and meetings.

Participated on several projects resulting in effective implementations.

Increased awareness of IT service outages and planned changes by globally revamping IT communication strategy.

Minimized downtime and increased awareness of Priority 1 incidents by developing internal Global IT process and communication strategy.

Promoted Service Desk and Self Help tool services by leading site-wide awareness program.

Standardized and improved work processes and weekly / monthly KPI reporting by instituting a global framework.

Increased capabilities of new service desk technicians by establishing a technical training program.

Prioritized workload and balanced resources through proactive review of ticket queues and participation in project management discussions.

HSBC BANK,NY 2/2001-2/2003

(CONSULTANT)

Installation Windows 98/2000/NT in French on new pc and MAC

Testing connectivity using DHCP, TCP/IP/IPX, DNS, Install hub and all networks components

Provide strong troubleshooting by end user and phone

Supporting large scale of client international including Paris/Canada

Assure all international wired transfer is secure

CLINE, DAVIS AND MANN, INC,NY 7/2000-10/2000

CONSULTANT

Provide end user support for MAC OS 9.1/9.2 for 450 users, Quark express, Photoshop, Acrobat, Illustrator

Disassemble network (servers, cables, firewall) including 500 MAC OS 9.1/9.2

Installation of 450 MAC OS and Printers, MS OFFICE97/2000, MS WINDOWS2000/XP/Mozilla

Testing TCP/IP and DHCP, APPLETALK, make sure each user is set on the network

Connected to net browser fires up, Timesheets connects, new CDM signature file in place

Provide First level desktop support to Senior Executive and project team.

Respond to request for assistance from Department of Buildings (DOB) staff on computer related issues and assist with troubleshooting such problems, including making on site visits.

Typical duties Include: Troubleshoot all desktop issues, wireless connection creating and troubleshooting user accounts issues in Active Directory, troubleshoot mainframe computer, Install and troubleshoot devices LAN /WAN printers, user profile issues, configure Dell and setup training laptops, verify functionality of video equipment in conference rooms, track it Report and follow up, scan suspected computers for viruses, and do research to find solutions. Configure production control. Configure Attachmate settings and good know of data entry. Supported different type of tape library

Environment supported Includes MS Windows 98/2K/XP//2003, Win7/10, MS Office Professional /XP/2003,2010,2016, MS Outlook 2010, MS Exchange Server 2008, PC Filing, Blackberry, Siebel 311 call center, Attachmate, and reset User ID, Password Adding printer on the network, various custom built applications. Mainframe Printer

Perform upgrades of hardware and software; Mac, creating users accounts (Email, password, Network ID etc.)

Test communications lines to check their capability to transmit data using FLUKE networks.

Preparing PowerPoint presentation on new technology equipment, workshop for end users

Preparing document for comptroller audit response requirement for asset management by using TRACK IT,

Perform network administration duties including, resetting passwords and updating users account information.

Manage accounts rights access to various network resources including network printers and creating new folders.

Assist in providing Inventory Maintenance and Track it & Remedy escalation ticket in queue.

C3I, INC.

Helpdesk Analyst/Desktop Technician, NY 12/1999-6/200

Login call in Lotus Notes and SIEBEL 99/2000 (lynx, horizon) and answer request from clients via phone

Trouble shooting lotus Notes, Novell 4.X, 5.X and NT 4.0 for more than 850 users. (Including PC and MAC)

Supporting 450 clients in French and English for Hoffmann LA ROCHE/ROLLOUT AND RELOCATION

Working with Office 97/2000 and XP Exchange2000/ troubleshooting windows 3.11/95/98/me/2000/NT/XP

(configure and troubleshoot) Including Mainframe and Client/server/PALM/WIRELESS

Rockland Diagnostic Inc., NY 2/1997-11/1999

Assistant Supervisor Desktop Support

Providing support for 150 users in both stand-alone and networked environments/Handheld Devices

Installing and troubleshooting Win 95/98/2000/ME, Win NT4.0 Server/workstation and NOVELL 4.11 & 5.1

Troubleshooting problem hardware/software and Installed, Programmed, Repaired, and managed contracts

Build, install, configure and troubleshoot PCs and peripherals (printers, modems and CDROMS)

Supervise, troubleshoot all software, hardware in stand-alone and network environments

Supporting Laser/Inkjet /Dot-Matrix Printers on network environment, Palms and Blackberry

Troubleshooting Access/Excel/Lotus Notes/VMS /MS project/Norton Antivirus/Siebel horizon/UNIX

Support Mainframe computer and Printer at the same level

Perform data entry and configure production control and

Supported tape library and IBM 3581 LTO tape autoloaders with Arkeia 5.x backup software

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