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Desktop Support Engineer

Location:
New York, NY
Posted:
December 27, 2020

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Resume:

Emi Martinez

Email: adiznw@r.postjobfree.com

Technical Skills

Software

Windows XP – 10

MS Office Suite

MS Office 365

ServiceNow

ConnectWise Automate & Patch Management

Software Center/SCCM

Intune

Azure

XenApp/AppSense

Group Policy

Active Directory

Antivirus, Firewalls

Backup, Recovery

Remote Desktop support

VMware & vSphere

Mobile, Device Management

Hardware

Data cleanups, and images

PC/Laptop Maintenance

Hardware upgrades

Printer/fax troubleshooting

Networking

DNS, DHCP

Firewall, Cisco Airnet

Wi-Fi device setup, BYOD

LAN, WLAN, WAN

Implement IPv4

TCP/IP, DHCP, DNS, VLAN, FTP, TFTP, HTTP, HTTPS

SUMMARY OF QUALIFICATIONS

Seeking a role as a Systems Administrator that will allow me to utilize my education and previous experience in the private sector to excel and be an asset to a company’s technology department.

PROFESSIONAL EXPERIENCE

IT Consultant 2012 – Present

Clients Include: RBC, MTA, Barclays, DTCC and Credit Suisse

Em Teknology – System Engineer (Contractor) 11/2019 - Present

SCCM Engineer assisted in implementing SCCM within the environment.

Participated in weekly team meetings regarding patch, remediation of the environment.

Created, Tested and deployed various scripts to modify, deploy and configure registry, software updates for remediation.

Assisted various teams in deployment of patches throughout the environment along with testing of future patches.

Documented various standard operating procedures of all patches and remediation performed on SCCM.

Wycoff Hospital – System Administrator (Contractor) 11/2020 – 11/2020

VMware administrator, create new virtual machines, maintenance and updates for existing VMware infrastructure.

User management with Active Directory.

Assisted with various clinical applications, assisting doctors, nurses, in a high paced environment with minimal supervision.

Enforced critical and security updates via WSUS.

Provided user support minimizing downtime.

Pimco – Citrix Administrator (Contractor) 3/2020 - 4/2020

Monitoring and troubleshoot users Citrix Session, latency and connectivity issue using various tools such as Citrix Director, SysPrep, Slack, Appsense, and RSA .

Manage VDI assignments and user sessions using VMware VSphere and Citrix XenApp.

Managed over 250 employees throughout the United States during the Covid19 pandemic.

Documented various standard operating procedures to support critical business applications.

RBC – Sr.Desktop Support (Contractor) 4/2019 – 01/2020

Provide executive support for CIO, CFO, Managing Directors and their administrative assistants.

Provides deskside support for Windows 7/10, macOS, thin clients, software and related accessories.

Maintain users and computers within Active Directory including creating and deleting machines and users, auditing inactive users, and updating account attributes.

Documented, build, tested and deployed software packages responsible for over 5000+ workstation including laptops and virtual machines.

Participated in the migration of all Windows 7 workstations to Windows 10 using SCCM and Windows Deployment Services.

MTA - Desktop Support Analyst (Contractor) 8/2017 – 3/2019

Troubleshoot and provided level 2 and 3 technical support to over 25000 users primarily in a windows 7 environment.

Directed junior techs on how to effectively migrate users from Windows 7 to Windows 10 & Citrix for multiple sites within the MTA.

Tested over 500+ applications for Windows 10 compatibility.

Resolved issues via ServiceNow and SCCM on various hardware and software including but not limited to Office 2007-2013 and Office 365, McAfee Protection, Cisco Any Connect, Adobe Acrobat Suite and other in-house applications.

Assisted the NOC and SOC with the removal of the Wannacry malware.

Barclays – Desktop Support Analyst (Contractor) 11/2014 – 7/2017

Provided Level 2 & 3 technical support issues.

Implemented, managed and installed Windows 7, MS Office Suite, Adobe Acrobat and other internal software.

Provided mobility support for both iOS, Android, BYOD and other devices.

Managed Remedy ticketing system with clients by creating, documenting and resolving technical issues.

Managed Active Directory to create new users account, assign security access, and update all contact information.

DTCC – Systems Engineer (Contractor) 9/2013 - 8/2014

SCCM Engineer assisted in implementing SCCM within the environment.

Staged and tested various SCCM access points in various locations for the bank.

Created a patch and remediation sequence targeting Medium, High and Critical vulnerabilities within an enterprise environment leveraging NESSUS to gather and export data.

Responsible for operating and maintaining Symantec Endpoint Security Manager.

Created and monitored scheduled vulnerability patching leveraging KACE Systems.

Created, Tested and deployed various scripts leveraging KACE Systems to modify, deploy and configure registry, software updates for remediation.

Assisted and managed the offshore team in monitoring and verifying of weekly, daily patching of the server infrastructure environment.

Participated in weekly team calls involving upper management and senior staff regarding patch, remediation of the environment.

Assisted the Helpdesk and Desktop Support team in leveraging KACE Systems for deployment of patches throughout the environment along with testing of future patches.

Written extensive documentation of all patches and remediation performed both on KACE Systems and SCCM.

Credit Suisse - Desktop Support (Contractor) 2/2012 - 5/2013

Managed Active Directory to create new users accounts, assign security access, and update all contact information.

Implemented, managed and secured SOHO wireless network.

Troubleshot and installed network Laptop’s, Desktop and printers.

Migrated data from Windows XP/Vista to 7, from Office 2003/2007/2010.

Maintained inventory for motherboards, HDD's, PSU, and other parts.

AIG Investment - Systems Analyst (Contractor) 5/2007 - 5/2010

Managed and supported a Helpdesk Support team providing on-site trade floor support/off site support to over 1000 users throughout the firm.

Provided Executive user support to Managing Directors, Vice Presidents.

Reported directly to the Vice President of Desktop/Helpdesk department.

Management of SRS user support request ticketing system; provided daily and weekly reports to the Vice President of Desktop/Helpdesk department.

NT Account management and group permission via Active Directory for various departments throughout the firm.

Provided Blackberry support to user’s onsite and offsite; including but not limited to Wireless activation, Blackberry Desktop manager, backup and restore of blackberry data. Liaison with RIM on account activation and termination.

Trained new personnel within the department.

Participated and various Disaster Recover meetings, implementing and creating multiple sites for the firm.

Provided after our Executive support to remote users within the firm.

Provided overnight and evening shift support on a needed basis.

Configured and trained users on how to connect via VPN to the firm’s network being offsite.

Re-imaged desktop/laptops via Symantec Ghostcast Server.

Applications remediation: DART, PAM, Interwise, Citrix, Blackberry Desktop Manager, Argus, Snag IT and MS-Office Suite.

EDUCATION

New York City College of Technology, Brooklyn, N.Y. 9/2008

Bachelor of Science, Major: Computer Engineering Technology (Degree not completed)

PerScholas, Bronx, N.Y. 2/2007

Major: Computer Network & Security



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