Desktop Support Office
Resume:
Stewart Hacker
Briarcliffe Manor, NY *****
adixoo@r.postjobfree.com
Work Experience
Desktop Support -Contract
HealthIT Leaders\Westchester Medical Center Valhalla, NY September 2019 – November 2019
• Support over 1000+ users at Westchester Medical Center
• Analyzed Wow connectivity, handheld scanner issues
• Performed simple issues such as replacing keyboard and mouse problems
• Resolved Windows 7 & 10 operating systems problems
• Imaged and Re-imaged Dell PCs and laptops
• Installed stand alone and network printers
• Resolved MS Office 2010 - 2016 issues
• Troubleshooted VMWare issues related to login problems
Desktop Support -Contract
Randstad Technologies \ Mercy College - Tarrytown, NY July 2019 – September 2019
• Responsible for configuring and imaging all laptops & Desktops with updated version of Windows 10
within the Dobbs Ferry, College of New Rochelle campuses
•Setup new PC’s in New Rochelle Campus
• Moving PCs into the proper AD container
• Configure laptops to connect to the student wireless network
• Assisted with resolving helpdesk tickets
Desktop Support Analyst - Contract
Friedman Williams / Acorda Therapeutics - Ardsley, NY June 2018 to January 2019
• Worked as a helpdesk technician supporting over 500 users resolving problems for in house and
remote users.
• Used LogMeIn to remote into users' PCs to resolve application and remote connectivity issues.
• Assisted remote users configuring printers on their wireless networks
• Imaged laptops using PXE server.
• Configured Windows 7 and 10
• Reset users AD password accounts
• Extended contractors AD accounts prior to expiration
• Taught users how to use Syncplicity which allowed users to share files with outside vendors
• Assisted resolving remote user's VPN connectivity problems
• Tested AV equipment in all of the meetings room on a daily basis
• Setup WebEx meetings for users in conference rooms
• Troubleshooted and resolved remote user's inability to connect to wireless networks. Since I was
unable to remote into laptop, resolving this problem required being able to successfully communicate
with user to perform certain steps until user was able to connect to wireless network
• Assisted user with updating email password on iPhone after users network password on the network
was updated
• Troubleshooted network connectivity and video problems with MacBook Pro
Gap in employment is due to looking for work
Desktop Support Analyst - Contract
State Street Global Advisors - Stamford, CT August 2017 to January 2018
• Assisted migrating over 300 users' PCs and laptops from GE domain to State Street Global domain.
This requited imaging new PCs and migrating users' data from one PC to another
• Updated and configured MS Office 2016.
• Configured bit locker and Symantec Endpoint Encryption
• Solely responsible for creating documentation on how to configure Outlook, Mapping network Drives
and Skype on New Domain
• Bloomberg-Solely responsible for resolving compatibility issues with Bloomberg and MS Excel 2016.
This required an understanding of how Excel uses Bloomberg add in. instructed other technical staff
how to fix problem
• Instructed users how to remote into new domain with laptops
• Showed users how to share documents with other employees using Box
• Configured laptops and PCs with Bit Locker
• Installed and configured Symantec Endpoint Encryption on laptops.
• Assisted users with Endpoint login problems
• Configured Phone with Mobile Iron on new Phones
• Tested and resolved AV problems in all conference rooms
Gap in employment is due to looking for work
Desktop Support Analyst- Contract
Orange Region Medical Center - Middletown, NY November 2016 to April 2017
• Assisted with Supporting over 1000 users in a Windows 7 environment
• Knowledge of troubleshooting Medical Applications
• Experienced troubleshooting Wow issues
• Experienced with configuring network printers
• Assisted with rollout of hardware in new location
• Configured AirWatch on iPhones, Droids and iPads for synching with MS Exchange Server
• Ability to troubleshoot problems in a citrix environment
• Experienced configuring and troubleshooting Wyse thin clients
Gap in employment is due to looking work
Desktop Support Analyst - Contract
Collabera / Frontier Communications - Middletown, NY August 2015 to August 2016
• Assisted Network Services Team with troubleshooting and resolving switch problems
• Assisted Network Services Team with replacing routers and switches this required working until 12AM
• Switched over all employees from print servers to IP addressing scheme located at the 19 john Street
Middletown NY, Rt 6 Middletown and 145N Main Street Monroe NY Offices.
• Upgraded Frontier employees' PCs- This involved imaging PCs and transferring data from old PC to
new hardware.
• Responsible for setting up hardware for approximately 60 new hire employees. This involved imaging
PCs that were formally used by present employees.
• Responsible for troubleshooting all software and hardware problems from 19 john Street Middletown
NY, Rt6 Middletown and 145N Main Street Monroe NY Offices.
• Built relationship with Collection Center's management and employees. Requirements included
proving myself to be competent, responsible and hardworking
• Sole Support of 200+ employees in addition to remote users
• Experienced with AD - creating user profiles and containers
Gap in employment is due to looking for work
Desktop/ Service Desk Support Analyst - Contract
Diversant/TIAA-CREF - New York, NY December 2014 to March 2015
• Involved with hardware moves within NY office
• Responsible for configuring and shipping laptops to work at home contingent workers
• Configured RSA tokens for TIAA -CREF employees
• Retrieved and inventoried hardware returned from off boarded employees
• Delivered and connected hardware within NY office
• Setup and configured VDI PCs for training purposes
Mobile Support Analyst – Contract
Randstad/IBM / KPMG - Montvale, NJ April 2014 to October 2014
• Maintain Inventory of hotspots and air card devices.
• Distribute hotspot Devices - for over 40 offices within the United States.
• Support over 9000 Mobile hotspots and air cards
• Respond to helpdesk tickets within SLA requirements.
• Liaison between vendors and KPMG
• Troubleshoot all technical and hardware issues related to hotspots
Desktop / Service Desk Support Analyst - Contract
GENPACT / CNBC Universal - Englewood Cliffs, NJ June 2013 to September 2013
• Resolved PC issues remotely using LogMeIn
• Imaged PCs for Windows7 Pro
• Resolved MS Office 2010 issues
• Resolved Citrix access problems - resolved users citrix issues while connecting at home
• Added PCs and Laptops in AD to CNBC's domain
• Experience installing and troubleshooting iNews includes Production toolbox, decko and frost add-ins
• Experienced with setting up and connecting Macs to network. Configuring network printers and mapping network drives
Gap in employment is due to looking for work
Desktop Support - Contract
Micro Data Systems \American List Counsel - Tarrytown, NY August 2012 to December 2012
• Desktop Support Analyst working at their Client Site American List Council troubleshooting desktop
Support issues for American List Council employees
• Maintained Backup tapes and restore
• Managed AD
• Experience with O365
• Configured ipads and iphones for company email access
• Experienced troubleshooting MS Lync issues
Bank Integration Project - Contract
Robert Half/Union Bank/Klik Technologies - Valley Cottage, NY April 2012 to July 2012
•Analyzed AD structure, server drive capacity and user rights to network folders
• Created Office floor plan using Visio
• Assisted with supporting and imaging PCs
• Resolved network printing problems
HelpDesk Analyst - Contract
Dell - White Plains, NY April 2011 to August 2011
• Rebuilt Dell PCs - Replaced system boards & power supplies. Imaged PCs
• Resolved Windows 7 pro and XP issues
• Resolved issues in MS Office 2003 &2007
• Resolved citrix access problems - resolved users citrix issues while connecting at home
• Resolved user's application problems remotely using Dame Ware utility
• Assisted supporting over 1000 users -successful support required in depth understanding of users
Issues and being able to explain problem and resolution to users
• Effectively resolved wireless connectivity issues with "COWs / WOWs" accessing patient care
applications.
• Freedom Cash - Allowed employees to purchase food in cafeteria with credit card. Successfully
Trouble shooting required understanding of communication between cash register and network
• Calibrated Wired and Wireless handheld scanners
Service Desk Analyst- Contract
Neotecra/New York Power Authority - White Plains, NY October 2010 to February 2011
• Worked on the helpdesk supporting approximately 1600 users for the NY Power Authority in Windows
7 and XP environment
• Increased users Personal network drive space using storage control utility
• Added users to AD Groups
• Created Exchange distribution groups
• Resolved Citrix connectivity problems and configured remote fob key
• In-depth experience with Resolving PC hardware and software problems
• using remote access software
• In depth knowledge of troubleshooting MS Office 2003 applications
• Scheduled Web meetings using ATT Web Meeting web site.
• Excellent customer relations and communication skills
• Installed MS Apps using SCCM
Desktop Support Administrator
Pernod Ricard, Vornado Realty Trust
April 2010 to October 2010
April 2010 to October 2010
Various Contract Position- Pernod Ricard, Vornado Realty Trust,
Desktop Support Administrator
Loving Care Agency, Inc - Ridgefield Park, NJ
August 2009 to April 2010
• Supported over thirty remote offices in Windows XP environment
• In-depth experience with troubleshooting and resolving PC and software application problems using
Remote software.
• Created Exchange Mailboxes and AD accounts
• Introduced initiatives within IT department that improved company's hardware performance
• Created standard images for company PCs and Laptops
• Configured and thoroughly tested Windows 7 in company's environment. Purpose was to test
compatibility with legacy applications
Help Desk Specialist Level II
Langan Engineering & Environmental - Elmwood Park, NJ October 2008 to January 2009
• Unlocked network accounts via Active Directory.
• In-depth experience with troubleshooting and resolving PC and software application problems using
remote software
• Ability to troubleshoot and resolved remote access via wireless routers & VPN
• Advanced Blackberry troubleshooting
• In depth experience supporting MS Office 03/07
• Installed DWG Viewer for AutoCAD engineering diagrams on PCs'
Gap in employment caused by end of contract and seeking employment
Help Desk Analyst
Macquarie Holdings USA - New York, NY February 2008 to June 2008
• In-depth experience with troubleshooting and resolving PC and software application problems using
Remote software
• Configured shared mailboxes & calendars in MS Outlook 2003.
• Added users to distribution lists and mailboxes.
• Increased mailbox sizes in MS Exchange.
• Provided access to NTF folders via Active Directory.
• Increased Home and group drive space using NTP software.
• Unlocked network accounts via Active Directory.
• Configured and ordered blackberries.
• Created BES accounts and reset BES passwords.
• Ability to Troubleshoot and resolve PC and software application problems using remote software.
• Ability to troubleshoot and resolve remote access via VPN & ipass software.
• Reset voicemail passwords using Nortel Call Manager.
• Experienced with troubleshooting Mailsite issues
• SOX procedures followed
• Installed MS Apps and Imaging PCs via SCCM
DESKTOP SUPPORT/HELPDESK
Newmark Knight Frank - New York, NY September 2007 to January 2008
• Supported 1000 users in a Windows XP environment.
• Ability to Troubleshoot and resolve PC and software application problems using remote software.
• Configured MS Outlook 2003 on users' PCs. Sharing Calendars, Contact Inboxes.
• Supported Blackberries 8700, Curves and Pearls. Activated blackberries to access BES on Exchange
Server2003.
• Experience with connecting and troubleshooting Cisco 7961VOIP phones.
• Resetting voice mail passwords in Cisco Call Manager.
• Citrix - resolved remote users' access and login problems for application and email usage.
• Resolved problems with MS Outlook Web access.
DESKTOP SUPPORT ENGINEER - Contract
BAMM/BNP Paribas Bank - New York, NY January 2007 to April 2007
• Worked within the Corporate Banking department supporting approximately 1000 users in a
Windows XP environment
• Ability to Troubleshoot and resolve PC and software application problems using remote software.
• Bloomberg - Installed Bloomberg application and keyboards. Troubleshoot connectivity issues
With application
• Remedy - Resolved and created tickets in Remedy software.
• Lotus Notes v6.5- In-depth experience with troubleshooting and supporting users.
BLACKBERRY ADMINISTRATOR / DESKTOP SUPPORT
Cadwalader, Wickersham & Taft LLP - One World Financial Center - New York, NY March 2004 to July 2006
• Blackberry Administrator - Responsible for adding and removing profiles from BES Server
• Configuring and managing over 600 blackberries in firms' offices. Supporting and troubleshooting
blackberrys for users when traveling domestically and abroad.
• Supported Lotus Notes v5.1 BES for Domino Server v2.2.15, MS Exchange 2003 BES 4.1. Installed
Patches and troubleshoot BES related problems.
• Team Lead for all wireless handhelds' devices within the firm. Duties included purchasing and
provisioning all wireless handhelds for their N.Y, Washington D.C, and Charlotte, N.C offices. In charge
of four technicians.
• Liaison between the law firm and RIMM, T-Mobile &Verizon Carriers. Required in depth knowledge
of blackberry and BES related issues. Assisted negotiating contracts with wireless carriers.
• Reviewed wireless billing and brought irregularities regarding charges to the attention of
management.
• Accurately maintained Blackberry inventory for New York office.
• Worked within a team supporting 1000+ desktops in a MS Windows XP Pro environment.
• Desktop support - In charge of technical support for three floors. Duties required supervising one
other technician and overseeing all tickets for successful completion of user's technical issues.
• Project Management - Printer rollout for Attorneys and their Administrators for three floors in charge
of one technician. Also responsible for blackberry and RSA secure ID rollout for summer interns and
fall associates - in charge of seven technicians. Successful completion of projects required time
management skills, communication and timely follow-ups.
• Active Directory - Created user profiles, reset passwords and unlocked accounts. Added PCs to
OU in Active Directory.
• RSA Tokens - Configured new and re-assigned RSA tokens.
• MS Outlook 2003 - Experienced installing, configuring and troubleshoot MS Outlook client on
desktops. Configuring shared mailboxes, address books and Calendars.
• In-depth knowledge with supporting and troubleshooting Lotus Notes issues. Created Lotus Notes
ID's using Domino Manager v6.5.
Windows 2000 Administrator
Aon Corporation Two World Trade Center - New York, NY February 1999 to September 2003
• Worked within a team upgrading users' desktops and laptops from Windows95 to Windows 2000.
• Windows 2000 Administrator - Create user profiles and Id's. Knowledge of Active Directory and
TerminalServer.
• Imaging & Ghosting - Worked within a team creating standard image for desktop and laptops.
• Creating Image required knowledge of Sysprep utility. Copied image using Ghost software v6 on
1000desktops and laptops. This required strong knowledge of MS Windows 2000
• Desktop Support - Worked within a team supporting over 1000 users in a Windows 2000
environment.
• Blackberries - Configured and supported for Email accessibility.
• Tape backup servers -Experienced configuring and maintaining Arcserve and Backup Exec. Backup
System was key in the successful restoring of all data without loss after the destruction of Aon's New
York office during the September 11 attack on the World Trade Center
• Cisco Administration - Administered Cisco 5500 switches, Responsibilities included setting port
speeds and Duplex modes.
• Citrix Administration- Created user profiles and accounts on Citrix ICA Metaframe Sever.
• Installed and configured Citrix software on client laptops for dialup and TCP/IP connection for
Accessibility to Lotus Notes and Network Drives.
• Created and maintained network connection spreadsheet.
• Lotus Notes - In-depth knowledge troubleshooting and configuring v4.6 and 5.1 Configured for
network and remote use with a direct dial-up to Lotus Notes as well as connecting through a Citrix
MetaFrame server and VPN software.
• VPN Software- Installed and configured for remote access to Internet, Lotus Notes and Network
Drives.
• Create user and printer profiles on Novell Netware 4.2/5.1. Assist in upgrading Novell 4.2 server to
5.1.
• Responsible for creating printer objects, queues and user profiles using NWadmin32 utility.
• Successfully carried out and completed special projects assigned to me by upper management.
• Experienced with Purchasing PC and Peripheral Devices.
• Terminal Server - Used to Remote onto user's PC for troubleshooting Purposes.
SR. PC SUPPORT ANALYST
Hachette Filipacchi Magazines - New York, NY March 1995 to February 1999
• Responsible for configuring, installation & support of PCs in New York and Greenwich office.
• Assisted upgrading users' PCs and laptops from Window 3.1 to Windows95.
• Desktop Support - Responsible for supporting approximately 200 users using Windows95.
• Requirements included successfully configuring PCs to connect to network.
• Helpdesk - Worked helpdesk support approximately 700 users from remote sites.
• Commserver - Created user ID's for remote dialup.
• Novell Administration - Created user Ids and Privileges on Novell 3.12 server.
• Created print queues and print servers using HP JetAdmin software.
• Configured PCs to access T1 using TCP/IP protocols.
• MS Mail - installed and configured MS Mail client on users' desktops.
Education
Bachelors Business Administration in Computer Information Systems
Bernard Baruch College C.U.N.Y
Skills
• Pcs
• Wireless
• Vpn
• G3
• Sms
• Voip
• Active directory
• Cisco
• Citrix
• Terminal server
• Exchange
• Remedy
• Ghost
• Tokens
• Veritas
• Saleslogix
• G2
• Veritas backup exec
• Backup exec
• Arcserve
• SCCM
• Altiris
• Logmein
Additional Information
TECHNICAL SKILLS
Software: BES Administration for MS, Exchange & Lotus Notes v6.5/4.1, Citrix, Interwoven File Site /
Mail site v8.1, Computer Associates ArcServe, Veritas Backup Exec, DWG Viewer, MS O365, MS Lync,
Norton Utilities and Anti-Virus, Ghost, VPN, Active Directory, Terminal Server, Dame Ware, Logmein,
Net Meeting, Bloomberg, Tamale, Spotfire, Cisco Unity Call Manager Administrator v5.1. SalesLogix
CRM, SMS/SCCM 2007, iNews; Mobile Iron and AirWatch
Microsoft Products: Windows 7, 10; Microsoft Office 2016/2013/2010/2007/2003,
Ticketing Software: Remedy, BMC & Service Now
Hardware: HP SFF, Laptops 820 G2, G3 and G5: Dell Optiplex PCs, Latitude Laptops, Lenovo laptops; Macs
Secure ID Tokens, Cisco VOIP telephones
Wireless Devices: iPads, iPhones, and Droids
Operating Systems:
Microsoft Windows 7, 10
Apple 10.06
Contact this candidate