Desktop Support Office

INFORMATION TECHNOLOGY ANALYST

PROFESSIONAL SKILLS

ITIL (Information Technology Infrastructure Library)

ServiceNow Certification Level 1

CompTIAA+ Certified

Project management experience

Excellent listening and organizational skills

Highly reliable with exceptional follow through on commitments

Consistently acknowledges and appreciates each team member’s contributions

Strong attention to detail and organizational skills

Strong interpersonal skills and the ability to work independently and within team environment

EDUCATION

New York City College of Technology, Brooklyn, NY

Bachelor of Technology in Computer Systems Technology 08/2015-12/2018

Associates in Applied Science in Mechanical Engineering of Technology 08/2011-08/2015

NPower Technology Service Corps, Brooklyn, NY 01/2015

Entry Level training program in Computer Fundamentals, Networking, Web & Microsoft Office

TECHNICAL EXPERIENCE

DDK & Company 02/2020-04/2020

IT Help Desk Coordinator

Worked with Citrix and ITSM application to monitor company and client’s servers, update tickets, incidents and requests information in a concise manner.

Performed Tier I or Tier II support via phone, email or remote management applications.

Worked on assigned projects (Internal or Managed Service Clients), as needed.

Traveled to various clients throughout the New York City area to provide technical assistance.

Installed, repaired and setup computer peripherals.

Performed software installations and scheduled updates.

Used Active Directory to build user network profiles, reset passwords and unlock accounts.

Created documentation to provide users and the client with clear, accurate and easy to follow instructions.

Performed hardware and software upgrades to office and client computers.

Aided in maintaining Voice Over IP Phones (VOIP).

Coranet

Desktop Support Technician 5/2019- 12/2019

Traveled to Morgan Stanley and JP Morgan Chase locations to provide technical assistance.

Lead teams, as well as worked dependently to install computers, monitors, printers, cisco phones and other hardware devices.

Worked with remote technicians to wipe and re-image users present or old machines.

Assisted network technicians with cabling in server rooms.

Provided desktop support and created inventory list for all laptops at the Coranet office.

Replaced damaged hard drives, keyboards, and RAM.

New York City Department of Small Business Services

Service Support Intern 01/2018-02/2019

Provided desktop support to 300 end users by phone, email, ticketing system or in person as needed to minimize downtime

Updated and resolved support request through HelpSTAR ticketing systems in a timely manner

Created network accounts in Active Directory and email accounts in Active Quest tool for new, generic, and test-users

Updated email and network accounts to reflect information provided by Human Resources

Used HelpSTAR for tracking inventory of electrical equipment such as computers, laptops, printers, and projectors

Prepared, configured, and deployed Windows 7 workstations and laptops

Communicated with corporation/vendors to troubleshoot hardware and software issues related to their products

Identified, isolated and repaired computer, servers, laptop and peripherals during preventative maintenance routine

Collaborate with other units to account for accurate inventory of equipment

Performed network cabling and wiring for rooms with no data ports and assisted in server installation set up on physical and virtual machines.

ASI Systems Integration

Service Technician /Integrator 03/2016- 06/2017

Lead asset management projects and supervised small teams to work independently on installing computers and other hardware/software packages in schools

Troubleshoot technology and collaborated with project managers to provide technical support post migration

Ensured patches were installed properly and network connections are established

Traveled to various schools throughout the tristate area to provide technical assistance

United Way New York, NY 05/2015 – 06/2015

IT Help Desk Support

Performed imaging for multiple computers

Research and participated in Demo’s for solar wind network mentoring tool and PRTG Network Monitor

Investigated and presented an implementation plan to team for the roll out of project pro, Visio and Rapid 7 Nexpose

Completed configuration and testing phase for rapid 7 projects

Wiped computers and assisted with resolving Helpdesk tickets

Set up and troubleshoot phone/printer issues as well as personal desktops and accounts for new employees

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