Desktop Support Maintenance Technician
Resume:
John Cruz
** **** ***, *******, **, *****
**************@*****.***
Skills
REMOTE MANAGEMENT
SECURITY
EPIC
CUSTOMER SERVICE
PRINTERS
IMAGING
VPN
CUSTOMER SERVICE ORIENTED
HELPDESK
SERVICE DESK
MICROSOFT WINDOWS 7 & 10
PROBLEM RESOLUTION
RSA CONSOLE
LIFE CYCLE
MAINTENANCE
SCANNER
CISCO ANY CONNECT
BACKUPS
DATA BACKUP
DEPLOYMENT
MICROSOFT OFFICE 365
REMEDY
DOCUMENTATION
SERVICE NOW
TRAINING
POWER SUPPLIES
XEROX PRINTERS
DRIVERS
ACTIVE DIRECTORY
TECHNICAL SUPPORT
SANITIZATION
WIRELESS
HELP DESK SUPPORT
MS OFFICE 2010 & 2013
PROBLEM-SOLVING
INVENTORY
REBUILD
DESKTOP SUPPORT
REMEDIATION
ENCRYPTION
Experience
Lead Infrastructure Technician
Ahold Delhaize/Stop and Shop Corporate Headquarters
02/2018 to Present
Quincy, MA
•Establish, monitor and analyze performance metrics to ensure clients' needs are properly met.
•Install new / rebuild existing PC's configure hardware, peripherals, services, settings, directories, storage, among others.
•Perform daily system monitoring, verifying the integrity and availability of all hardware.
•Perform Installs, Moves, Adds and Change (IMAC) activities, as well as data backup and restorations.
•Organize and coordinate activities associated with installation, deployment, and upgrade of software, hardware, voice/video and network facilities as it relates to the deskside environment.
•Lead the deskside team to gather, record, and address all necessary issues with hardware devices and client software.
•Verifies completion of all scheduled jobs, including backups.
•Resolves problems and performs IMACs within all client SLAs.
•Provide on-going education and training to users.
•Propose changes or solutions to products and services for optimal business results as well as investigate customer relationship problems.
•Analyzes business processes, assess and defines customer specifications and requirements, proposes business
solutions and services needs to satisfy customer requirements, and facilitates solution design, building and testing.
• Local and remote software installation, configuration, and remediation.
Desktop Support Technician
Voya Financial Services
02/2017 to 02/2018
Braintree, MA
• Field incoming helpdesk requests from end users via telephone, email, face to face and service now ticket work orders in a courteous manner.
•Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
•Apply diagnostic utilities to aid in troubleshooting.
•Access software updates, drivers, knowledge bases, and frequently asked questions resource as a help aid to solve technical issues.
•Identify and learn appropriate software and hardware used and supported by the organization.
•Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
•Test fixes to ensure problem has been adequately resolved.
•Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.
•Documents, maintains, upgrades or replaces hardware and software systems.
Systems Maintenance Technician
Veterans Affairs Hospital
11/2016 to 02/2017
West Roxbury, MA
•Assist with monthly perpetual inventory and wall-to-wall (as needed) to include: Working with provided inventory lists to locate devices, scanning all devices on provided inventory list. Scanner uploads to Automated Engineering Management System/Medical Equipment Reporting System.
•Assist with equipment turn-in on large lifecycle projects to include: Removal of hard drives, Sanitization of hard drives utilizing the Sledgehammer Device, Organization of equipment on pallets and shrink wrap for turn-in, help with receipt and storage of new equipment,
•Coordinate and execute IT equipment installation and relocation to include: PC Imaging, (If the Client has a need for software that's not part of the standard image, build it will require additional tech time). Adhering to Regional Naming Convention, Adding PC's to Domain, Printer configuration to the client.
•Upgrade/replace wireless access points to include: Perform Heat Map to determine WIFI signal strength and ensure proper coverage, Swap Access Points, Configure access points.
•Coordinate and execute Equipment Life Cycle deployments (printers, network gear, etc.) to include: Printer installation/ configuration. Access point installation/configuration.
IT Performance Bar Technician
Nike Corporation
08/2016 to 11/2016
Boston, MA
•Responsibility for the support and set up of services and solutions that enable end users that are visiting the Tech Bar to effectively communicate and collaborate with each other and external partners.
•Being the dedicated Services and Support Technician, assisting with 'how to questions', set ups, break-fix and support for users - responsible for identifying, researching and resolving technical issues
•Responding to walk-ups, telephone calls, web requests, email / chat and personnel requests for end user services
•Experience in dealing with all client related support issues including both hardware (PCs, mobile, printers, iPads) and enterprise software including email.
•Ability to lead, build positive business relationships, and influence collaboratively across IT and the Business, including top-level executives.
•Experience in documenting, tracking and monitoring the problem(s) to ensure a timely resolution in ServiceNow, and Remedy ticketing systems.
IT Technical Support Specialist 06/2016 to 07/2016
Stellarware Corporation Holbrook, MA
• Answer inbound customer requests via telephone, email, chat or any additional method of inbound communication.
•Contact and interface with customers regarding support, troubleshooting and problem resolution.
•Resolve technical support issues for supported products and services within identified timeframes with a focus on first call resolution.
•Support in-office and remote employees' access to and use of network-based services (email, web, chat, etc.).
•Assist with maintenance, provision, documentation and testing of Company technology products and services.
•Resolve or escalated open cases within specific guidelines.
Service Desk Analyst 03/2016 to 05/2016
Partners Healthcare Wellesley, MA
• Provide 1st level technical support for networked devices to include desktop PCs, laptops, printers, and peripheral devices for Epic system end users within the state of Massachusetts.
•Provided Help Desk support by troubleshooting IT issues related to software/hardware, network errors and other IT related problems.
•Tracked issues using Service Now ticketing system and ran full system scans to maintain computer and network authenticity.
•Document actions to resolve problems and provide end-users on status of problems in a timely manner.
•Utilize Remote Management software to remotely install software, setup printers and assist end users with problems.
•Prioritize and escalate problems within given guidelines.
Unclaimed Property Research Specialist 10/2012 to 03/2016
Computershare Canton, MA
•Process all research requests regarding investment accounts due to unclaimed abandon properly.
•Maintain strict compliance with federal, state and local investment regulations.
•Communicate with vendors including Xerox, Charles Schwab and all the United States Unclaimed property divisions.
•Generate reports, review and analyze data for clients.
Transaction Administrator/ Research Specialist 09/1999 to 10/2012
Computershare Canton MA,
• Reviews and executes investor transactions.
• Acts as supervisor's backup for escalated issues.
• Interacts with various internal departments to resolve clients' questions.
• Reviews and researches shareholder accounts to locate missing shares or stock certificates.
• Processed sales, transfers and replacement of certificates for stock investment accounts.
• Conducts quality review of co-worker's work.
• Interacts with outside agencies to resolve internal company issues.
• Work with various departments to resolve escalated/executive research issues.
Education
Associates Degree in Computer Science 09/2014 to 02/2016
ITT Technical Institute Norwood, MA
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