Desktop Support Social Media
Resume:
Jobe A. Diagne
Worcester, MA 01604
**********@*****.***
Technical Skills:
Remedy, Service Now. Jira and Salesforce, Altiris
Work Experience
Senior IT Analyst II March 2020-Present
NTT Data/Metro West Medical Group
Level 2 and 3 Tech Support
Active Directory Administration
New hire training and onboarding
Virtualization support with Citrix
Executive level Support
Network Patching and Network support
Sr. Desktop Support Technician November 2019- December 2019
UMass Medical School
Providing Desktop Support to end users
Imaging laptops, desktops and Macs for organizational Units
Creating accounts using Active Directory and MS Exchange
Pushing out software and patches using SCCM
Senior IT Support Specialist May 2019 – July 2019
Cambridge Mobile Telematics
Windows 10 account creation and imaging
Mac OS imaging using Auto-DMG
Google Suite account administration
Office 365 Administration
New hire training and onboarding
Senior Technical Customer Operations September 2017- May 2019
Cardinal Health Concord, MA
Case management and initial triage of incoming cases assigned through Salesforce database and customer contact.
Identify, Communicate, and utilize appropriate resources to resolve or escalate to the appropriate teams.
Develop in-depth knowledge of the Wavemark customer and back end application in order to triage issues effectively
User account creation and maintenance
Perform first line reactive monitoring for down hardware in the field
Performing log analysis and navigating directories using Linux, SQL
Web Designer/ Owner September 2012 - September 2017
44livedeisgn Fitchburg, MA
Built and designed websites for a wide range of small business using wordpress.com
Working closely with each business owners to complete their websites to their specification
Making sure to meet deadlines set by each customer so each site to go live within a timely fashion
Communicating with each customer to keep them up to date on progress and or changes to their site
Using social media such as Facebook, Twitter and Instagram to market and grow their businesses
Updating each website to keep the site current with new information and content
Technical Support Engineer April 2012-September 2012
ComputerSupport.com Natick, MA
Provided phone support to end users using Windows Operating Systems and Windows business applications
Account creation using Active Directory and Microsoft Exchange
Provided Windows 2003 and 2008 R2 server support
Supporting third party applications such as Peachtree, Orchid, and calling for support if need be.
Supporting the Mac OS and Mac applications
Sr. Help Desk Administrator August 2010- April 2012
LEK Consultant Boston, MA
●Provided tier 1 tier 2 remote phone support
●Worked with several different operating systems that include windows XP, Small Business Server 2008 Windows 7
●New hire training and onboarding
●Executive level support
●Virtualization support with Citrix
Education & Certifications
Year Up Inc. Technology Diploma July 2005
Career Academy CompTIA A+ (1000 Series) Certification May 2020
Google IT Professional Certificate June 2020
Salesforce Trailblazer /Business Admin September 2020
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