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Desktop Support Manager

Brooklyn, NY
September 22, 2020

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Debra Clarke

Desktop Support Analyst

Brooklyn, NY 11202 – 347-***-****

Dynamic support professional who steps outside of her “comfort zone” to tackle new issues/challenges in an aggressive manner; deals well with ambiguity in a fast-paced, cutting-edge, and entrepreneurial environment


Field Services Engineer

HCL America/Estee Lauder Corporation – March 2016 to Present

• Experience performing computer imaging, staging equipment for build/image activity and hard disk data wiping.

• Document, track, and monitor problems to ensure timely resolution.

• Received 1st and 2nd level support requests by phone, e-mail, and ticketing systems

• Create desktop hardware/software procedural documentation for the knowledge base

• Troubleshoot, diagnose, and resolve hardware and software issues, largely for WinOS, for end users

• Support network and desktop printers, reconnecting Outlook PST’s, reconnecting to network share drives, etc.

• Troubleshoot network connectivity and wireless access issues

• Work with vendors to troubleshoot problems with hardware and software

• Support laptops, desktops, Macbooks, Iphones, Ipads with various apps including Office 365 suite, G Suite

• Worked on Windows 10 Migration Project and executed set processes and procedures.

• Possess the ability to work in a team structure as well as work independently in the field without constant supervision.

Desktop Support Analyst

Computing Concepts Inc./Federal Reserve Bank of New York - September 2014 to December 2015

• Part of Deployment and PC Imaging Team at the Federal Reserve Bank

• Deployed Dell and HP laptops, desktops to Executive Staff, Mid-level Staff and New Hires

• Imaged and configured HP Laptops, Desktops and Mini desktops

• Other computer equipment deployed to users included Blackberry phones, IPhones, MIFI and Surface Pro 3s

• Received and closed Remedy tickets on a daily basis

• Performed 2nd level duties when permanent 2nd team had work overflow

• Escalated all other user issues to 3-Level teams when necessary

• Handled Break/fix call-ins to vendor

• Assisted in after-hour computer equipment moves

• Worked on Windows 10 Migration Project and executed set processes and procedures.

Helpdesk Analyst

Computer Concept Services/ Fordham University - August 2014 to September 2014

• 100% phone support (customer support tier 1)

• Answering calls from faculty, staff and students (returning and new)

• Closed mostly 1st level calls with WIFI, local or network printer connection, internet connectivity, Google

Gmail, software (MSOffice), Fordham portal login issues with hardware (HP desktops, iMacs, MacBook pro,

HP laptops), general questions regarding web applications (i.e. Banner, Blackboard, etc.)

• Escalated all other user issues to other teams that included: Enrollment, HR, Residential or Alumni Services

Deployment Consultant

John Galt Staffing Services - July 2013 to August 2013

• Short-term summer project at 20 Brooklyn Charter Schools

• Assisted Server team with cabling, installations and testing on new Servers and Cisco routers

• Configured, imaged and updated staff and student laptops and desktops (IBM & Dell)

• Performed Quality Assurance and Quality Control of all laptops and desktops

• Updated SharePoint Database daily and weekly

IT Support Specialist

PricewaterhouseCoopers, LLP - August 2010 to June 2013

Visiting Nurse Services (Volunteer)

NY Community Connections TimeBank - April 2010 to July 2010

Asst. Computer Instructor

Desktop Support Analyst (Contract)

Resource America - September 2009 to September 2009

Project Support /Installation Coordinator (Contract)

Morgan Stanley - November 2008 to May 2009

Support Specialist (Contract)

Citigroup- August 2006 to January 2008

Technical Support (Contract)

Foscann Inc - January 2005 to July 2006

Sr. Desktop Support Analyst

Ford Foundation - February 2001 to January 2005


B.B.A in Computer Information Systems

Bernard M. Baruch College

A.A.S in Marketing Management and Sales

New York City Technical College - New York, NY


Windows 10, MS Windows 7, MS Windows 8.1, MS Office 365, G-Suite, IBM Laptops/Desktops, Dell Laptops/Desktops, HP Desktops/Laptops, MacBook Pro, Mojave OS, Sierra OS, Configuration Manager 2012 (SCCM),MS Office 2013, Veritas,Magic, ARCserve, SecureFTP, Bloomberg Terminals, Reuters, Remedy, IBMThinkPad's, Lenovo desktops and laptops, GHOST,VPN Client, TCP/IP, SecurID, VPN, Decru, Track-it, CitiSFT, MS Office 365, AS/400 Lotus Notes,HP Service Manager, Active Directory, TCP/IP, DHCP, Blackberry, Smartphones, IPhones, Androids, Mobile Iron, IPADs,MIFI, SMS, Webex, Adobe Suite, Net Meeting, HP Service Manager, Service-Now, SCADI, BitLocker Encryption

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