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Desktop Support

Location:
Holtsville, NY
Salary:
100000
Posted:
March 26, 2021

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Resume:

Career Objective

To obtain a challenging assignment and responsibility in the information technology field, with an opportunity for growth and career advancement.

Professional Experience

WARNERMEDIA Corporation 3/2015 – Present

Senior Technician, Client Services and Support

Troubleshoot and Support Day-to-Day Technical issues for WARNER MEDIA/HBO Corporation and Remote office locations.

Provided Executive Desktop support to the CEO’s of Corporate and HBO (i.e. Setup Home office, IOS Devices, and Androids, MFP)

Provided Level 2nd & 3rd technical support for all C- Level executives, and VIP users of Time Warner Corporate and HBO

Established professional and trusted relationship with C-Level high-level executives and VIP

Provided Executive, VIP, and End User Support during work hours and after work hours support and weekend support.

Setup conference rooms for Board of Director meetings and various high level meetings.

Meet with Department heads and Executives on Technology request.

Provided quick turnaround time resolutions for executives other high level VIP Users.

Customized, setup, supported, managed, and updated Desktops, Laptops, Printers, and Android and IOS Devices for all level of executives, VIP, and End Users.

Configure, and deploy PC & MAC systems, Virtual Environments, and network printers.

Experience with troubleshooting Windows 7/10 and Microsoft applications and Windows Server 2012/2016

Configure and Troubleshoot VMWare Environments

Setup, troubleshoot, and trained SharePoint site access or issues

Troubleshoot Desktop Software and Hardware Failure and identified enterprise wide network related issues.

Always keeping updated with the latest technologies (i.e. Hardware, Software, games, and game consoles)

Configured RSA access, OKTA, and Google Drive access and group memberships.

Configured VPN/SIP phones for remote users and Corporate Staff and HBO users.

Configured, Setup, and troubleshoot Office IP Phones for Time Warner Corporate and HBO Office

Assisted with HBO and Time Warner Hardware Refresh (i.e. Desktops, Laptops, Mac Desktops and Laptops)

Configured and Maintained Loaner Hardware database and ticketing system for HBO Users

Knowledge in Ticketing System Service Now (SNOW) and Heat

Updated and Created Knowledge base articles for the helpdesk troubleshooting

Worked with Other Vendors and other Internal IT departments to resolve software or hardware related issues.

Setup, deployed, and performed maintenance for market data workstation software (i.e. Bloomberg, Thomson One)

Provide remote technology support for remote users working from home.

Escalated network and Server issues to other IT Department for quick resolution.

Maintained problem status, resolution, and knowledge base article for ticketing system.

Unlocking, resetting and changing of domain network passwords and accounts using DRA and ARS.

Coordinated with Vendor(s) on repair of and/or order Equipment.

Able to adapt to various changes in corporate and technology department.

Assisted other team members with resolutions of technical problems.

Develop, define, and communicate user/technical support standard operating procedures to technical support staff to enhance support procedures and service.

Created new enterprise training documentation for new hire on boarding process

Created/Assisted Corporate Trainer with End User reference guide for all new Hires and Consultants.

CBS Corporation 8/2006 – 3/2015

Senior Technician, Client Services and Support

Troubleshoot Technical issues for CBS Corporate office and Support Remote locations.

Provided Executive Desktop support to the CEO (i.e. Setup Home office, IOS Devices, Blackberry, and Androids, MFP)

Provided Level 2nd & 3rd technical support for all C- Level executives

Established professional and trusted relationship with high-level executives.

Provided Executive and VIP Support during work hours and after work hours support and weekend support.

Setup conference rooms for Board of Director meetings and various high level meetings.

Implemented and designed wireless and wired home office (i.e. PC’s, Laptops, MAC’s) for high-level executives homes.

Meet with Department heads and Executives on Technology request.

Introduce new technology and demonstrated technology to C – Level executives.

Provided quick turnaround time resolutions for executives.

Customized, setup, supported, managed, and updated Desktops, Laptops, Printers, and Handheld Devices for all level of executives.

Organized and planned Various Infrastructure wide projects (i.e. CBS Radio Corporate Move, VPN migration, Subnet migration)

Worked with various departments and colleagues on infrastructure projects (i.e. Server migration, McAfee rollout, OU user migration)

Provide 30 calls a day of phone support with users having either hardware or software issues.

Configure, deploy and troubleshoot PC & MAC systems, also configure network printers

Setup, deployed, and performed maintenance for market data workstation software (i.e. Bloomberg, Thomson One)

Provide remote technology support for remote users working from home.

Escalated network and Server issues to other IT Department for quick resolution.

Maintained problem status, resolution, and knowledge base article for ticketing system.

Tested security patches and assisted with various Enterprise patches and Software.

Unlocking, resetting and changing of network, email, passwords and accounts.

Coordinated with Vendor(s) on repair of and/or order Equipment.

Able to adapt to various changes in corporate and technology department.

Provided Technical coaching and mentoring to junior technician, act as the lead support analyst, and help coordinate day to day helpdesk activities.

Managed a group of 5 Technicians (Reporting, Workflow and Time management)

Develop, define, and communicate user/technical support standard operating procedures to technical support staff to enhance support procedures and service.

Oppenheimer Funds, Inc. 10/2000 – 8/2006

Desktop Support Specialists \ Remote Technology Support

Built Win2k Ghost 8.0 Server for the NY corporate Office.

Developed and Implemented new ghost 8.0 Procedures for NY Office.

Successfully created and implemented new ghost standard image for all laptops and desktops model for our NY office.

As part of a desktop support team for a group of 500 associated, research analyst, traders and developers provided 2nd to 3rd level support including troubleshooting, building, and upgrading workstation software and hardware on an environment, which consist of windows 2000, wins, DHCP, TCP/IP, SMS and win 2k servers.

Provided support for home / travelers client using desktops or laptops connected via dialup, cable, Isdn

Managed user accounts in active directory

Installed, troubleshoot and configure various hardware and software

Performed software testing prior to network installation and implementation.

Provided desk visit, phone and remote support to clients.

Responsible for the setup and configuration of over 100 wholesaler’s laptops for bi annual wholesaler conference and meeting.

Software Experience

Operating systems: Microsoft Windows, OS X

Microsoft Office Suite: Office 2000 > Office 2013, MAC Office 2008 > 2016 and Office 365

Other Software: ARS, DRA, RSA Soft tokens and Hard token, OKTA, IP Phones, Imanage, PIX, TPM/MBAM, SAS, SSPM, LANDesk, Thomson one, Bloomberg, DM5, Workshare, CEPR21, Legal Ebilling, Trex, Edgar Ease, Autonomy, Org Plus, Transcentive, Pilat, ACT, Media Viewer, MediaVu, Clipviewer, Star, Rumba, Chase Insight, Citrix, Dameware, VM Ware, Offer Remote assistance, Timbuktu, WebEx, Go to Meeting, Live meeting, MS LYNC, Salestrack, Call Pilot, Right Fax, Easylink, Cute PDF Pro, Adobe Photoshop, Adobe Design Suite, Adobe Creative Suite, Adobe Acrobat STD and Pro, Ghost, Visual Basic, C and C++, Siebel

Hardware Experience

HP Vectra PCs, Dell Dimension, Dell OptiPlex 260 - 7010, MacBook Air, and Pro, IMAC, and MAC PRO, Dell Toshiba, Z, R, T series, IBM T and X Series Laptops, Gateway Desktops, Laptops, and Servers, Compaq Presario PCs, Hubs, cat5 cabling, Hard drives, system board, memory, video card, Ethernet.

Handheld Devices: IOS, Android, Windows mobile, blackberry, Palm Devices

Education

11/17 - DeVry Institute of Technology Long Island City, NY

Currently pursuing a Bachelor’s Degree in Electrical Computer Technology

Certifications

ITIL Certified

A+ Certified

Dell PC Certification



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