Desktop Support Customer Care

Paulette Thomas

**** ************ *** ***. ** Bronx, NY 10462 347-***-**** ********.********@*****.*** Education

Fordham University, Fordham College of Liberal Arts, Bronx, NY February 2016 Bachelor of Science in Information Science

Professional Experience

Fortress Investment Group, IT, Account Management & IT Support Oct. 2017-Present

● Support Networking, Desktop and Server engineers with client requests

● Assist with the migration from Microsoft Office 2010 to Office 2016 applications and O365

● On-Board & set up over 150 new employee account creations

● Utilize basic Powershell scripting to improve the On-Boarding process for my team

● Handle user terminations and accounts contract extensions in collaboration with Human Resources

● Support about 900 users firm-wide to resolve their technical issues and provide white glove service

● Work with Active Directory, print servers, Citrix, Powershell, Global Relay, VMware Horizon 7, Blue Jeans, WebEx, Footprints, Clearpass & Avaya

● Supply mobile phone support for iPhones

● Upgrade hardware and software on company machines

● Create documentation for users and team use regarding security, remote access and software installations Namely, Payroll, Data Entry Specialist Sept. 2016- Jan. 2017

● Entered confidential client data and contracts into Salesforce for over 50 clients

● Configured client data using Excel, Jira and entered tax data into back office

● Utilized the Namely platform and Namely Payroll to enter employee data and build client timesheets

● Worked closely with the Benefits team and engineers to manipulate data for importing Tory Burch, IT, Desktop Support Intern Jan. 2015- May 2015

● Submitted over 50 orders to Lenovo in order to retrieve new hard drives

● Assisted over 75 employees with high quality customer care using “Track IT”

● Managed a workstation set up project for over 50 incoming interns

● Imaged, setup and distributed MACs and setup iPhones for marketing teams Fordham University, Language Learning Center, Computer Laboratory Tech Jan. 2011-December 2015

● Worked closely with students to ensure comprehension of language software

● Supervised and assisted in the maintenance of a computer lab with 35+ PCs

● Organized and maintained an online inventory for all language course media and activities

● Worked with DeepFreeze & Ninite to maintain system stability Volunteer & Leadership Experience

Fordham University, Dorothy Day Center for Service and Justice, Social Justice Leader May 2014- June 2015

● Utilized service projects to assimilate incoming freshmen to the Bronx and address misconceptions about the community

● Advocated for racial and environmental justice in the Bronx Blessing Bag Project, Bronx, NY, Organizer December 2013

● Initiated a project with six colleagues to assemble quality care packages for the homeless in NYC

● Fundraised for supplies that were distributed to the homeless in the Bronx, Manhattan & Queens Skills

Languages: Read, write and speak fluent Spanish & English

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