Desktop Support Office

Benito Magana

**** ***** ******* **** ********, Georgia 30062

770-***-**** Email: ************@*******.***

SUMMARY

A passionate, enthusiastic, and principled individual with a proven ability to succeed within the helpdesk services/facilities industry. Looking for a position where I can utilize my strengths to grow with an organization.

EXPERIENCE

Exasol Inc. Oct 2020 – Present

Help Desk Engineer

Provide day-to-day technical support to employees for network and internal systems, software, and hardware installation, upgrades of laptop systems including software & peripherals, multimedia conferencing solutions – Zoom, JIRA, Slack

Image Exasol Dell Latitude 7410 laptops via SOPHOS Red 20 Device

Lead training programs to teach users about basic & specialized applications (JIRA, Slacks, GitHub)

Manage Sophos software for AntiVirus reporting, Bitlocker key recovery, SOPHOS MDM for all corp iPhone’s.

Verify that all laptops are properly imaged, naming scheme, and added to the proper OU within AD, gather domain user info to ensure that laptops are received with EU local profile already created.

Track inventory via i-doIt tracking system, ensure that each user signs the Property form acknowledging proper usage of company property.

Collaborate with Finance Dept & Corporate Controller to determine how to cut cost without losing focus on product/support and hardware.

Manage company USA issued iPhones/iPads via SOPHOS MDM console. Manage Corporate T-Mobile account.

LiveVox February 2020 – Oct 2020

Desktop Support Engineer 3

Provide day-to-day technical support to employees for network and internal systems, software and hardware installation, upgrades of laptop systems including software & peripherals, multimedia conferencing solutions – Zoom, Teams, Slack.

Extensive understanding of desktop applications, assist in the efforts on strategic projects, such as research into both hardware & software solutions.

Office 365 Administrator – create new hire accounts, shared mailboxes, distribution lists, add/remove members/owners, manage monthly licensing of MS products such as Visio, E3 and yearly True-Up.

OKTA admin, JIRA Support – manage ticketing request for Jira/Confluence page owners and members.

Lead training programs to teach users about basic & specialized applications (Articulate360, Teams, Jira)

Lead weekly Desktop Support team meetings, review tickets, projects, monthly backup/ maintenance.

Manage and monitor internal assets to ensure accurate inventory records.

Assist with purchase orders, collaborate with procurement & accounting staff for purchases via DocuSign.

Image LiveVox Dell Latitude 7400 laptops using Rofus.

Manage/update Active Directory to sync with OKTA: new hires, leave of absence, employee terminations.

Offer facilities support to LiveVox office locations & building key card access using Brivo Systems.

Contact Dell Warranty for laptops requiring escalated tech repairs.

Manage Sophos software for AntiVirus reporting, Bitlocker key recovery.

Work directly with Customer Support Dept & VP on their weekly distribution email flow & gather data directed to specific distro lists.

Nolan Transportation Group May 2018 – February 2020

Sr. Help Desk Manager

Lead the Help Desk team of 4 FTE and 2 interns, monitor & assign tickets entered via Samanage, escalation POC for issues that require further assistance.

Manage and update NTG image using Windows Deployment Services, confirm image has the latest MS Security updates, MS Office updates and software/applications are licensed.

Implemented a Help Desk SLA, developed a work schedule to ensure there is coverage for the business, and utilized Samanage reporting to hold each HD Technician accountable for their daily/weekly duties and ticket count.

Implemented a HD ACD ring group to ensure adequate phone coverage & track call counts per HD tech for ACD calls, non-ACD calls.

Maintain inventory for 14 NTG locations ensuring each had equipment available for new hires, hot swaps, hoteling for visiting GM’s or Traveling Sales team. Order Lenovo ThinkCentre M710/M73q desktops & Lenovo ThinkPad T470/T480/T580 with proper docking stations.

Verify that all laptops are properly imaged, naming scheme, and added to the proper OU within AD, gather domain user info to ensure that laptops are received with EU local profile already created.

Track inventory via Samanage ticketing system, ensure that each laptop user signs the NTG Property form acknowledging proper usage of company property.

Train NTG IT Interns and IT new hires with break/fix tickets, act as a mentor to all Help Desk technicians to help guide them in their IT road map, encourage them to reach for their goals. Challenge the HD team to continue to create Knowledge Base articles for the Marketing Dept include in monthly NTG newsletters.

Conduct bi-weekly meetings with remote office GM’s, gather info to determine how the Help Desk team can better assist them with issues/tickets and maintain open communication.

Create new hire accounts- Office 365 email (determine which O365 E license fits their needs- E1, E3), AD, Mitel VOIP, Sonian email archive acct, Skype For Business, eFax acct, map local printers, shared drives.

Collaborate with Finance Dept to determine how to cut cost without losing focus on product/support and hardware.

Approve any PTO request for HD team using ADP.

Maintain close relations with all of NTG’s external vendors to negotiate the best pricing, best products & highest level of support for hardware break/fix, updating or decommissions.

Assist EU by using Bomgar remote session for any hardware/software issues, Outlook errors, application issues, and determine best route to resolve the issue.

Nasco October 2016 – March 2018

Desktop Support II

Tier II support for Lenovo T-series laptops. Troubleshoot hardware, software, OS items, Window 7, Windows applications, Microsoft Office 2007/2016 products, and InfoPath. Create new PC/desktop items for all new hires.

Lead daily IS meetings to review unresolved tickets, infrastructure & customer service issues.

Monitor network switches.

Create & terminate AD/Exchange accounts, WebEx accounts, & Skype for Business accounts.

Assist with monthly SCCM patches from Microsoft & software applications.

Assist users via DameWare & FastSupport Suite with issues with Citrix VDI/Receiver XenApp, Citrix Studio.

Create & track incoming tickets entered via ISM.

Manage NASCO BYOD via MaaS 360 MDM console.

Maintain licensing footprint in accordance to the Microsoft Enterprise Agreement via SCCM 2012.

Configure Cisco AnyConnect 4.2/4.5 ISE VPN client.

Monitor network systems using WUG.

Assist users with VTC/Polycomm conferencing system in meetings.

Score 4.81 out of 5 in user satisfaction & resolution surveys.

Seyfarth Shaw, LLP May 2016 – October 2016

Technical Support Specialist

Tier II Support for the Atlanta office. Ensure Tier I escalations are prioritized properly.

Handle imaging of all Lenovo desktops & laptops.

Manage Video Conferencing system: Crestron control panels, Cisco Codian, Tandenberg, & PolyCom.

Support all Corporate/Personal Mobile iPhone devices using Citrix Worx app.

Setup and deliver various hardware & AV requests within the Meeting Room Manager application.

Collaborate within the larger IT support team to ensure the highest level of customer support & resolution.

MagMutual Insurance Company October 2013 – May 2016

Senior IT Support Specialist

Lead desktop support for PC/Laptop refresh projects; for 250+ desktop/laptops for local & regional offices.

Initiated all desktop/laptops purchases. Created standard computer images for each department.

Tier I & II support for all executive leadership, home office and remote users with desktop, laptop or iPhone issues.

Create new PC/desktop items for all new hires. Create accounts for AD/Exchange, Cisco Jabber IM, & Vidyo.

Assist with regional office moves. POC for vendors and Facilities personnel.

Manage company issued iPhones/iPads via AirWatch MDM console. Manage Corporate Verizon account.

Setup and assist users with VTC/Polycomm conferencing system and meetings.

Create & track all incoming tickets via ServiceNow.

Admin for Workday Security Group; grant users certain security features within the Workday application.

Maintain licensing footprint in accordance with Microsoft Enterprise Agreement via Dell KACE application.

Assist Users with issues logged into TSMMIC (Terminal Server).

Install and configure Dell SonicWALL VPN client.

Manage and assist Network Administrator with daily monitoring of network switches & MDF rooms. Monitor network system using WUG..

ACCC General Insurance April 2013 – October 2013

IT Support Specialist

Handle all incoming calls from in-house UW/Claims/CS users in regards to technical desktop/software issues. Troubleshoot PC & software issues related to ACCC’s protocols.

Handle New Hire setup: create new PC/ desktop items, create AD/Exchange 2010 accounts.

Assess daily server reports – patch & reboot servers.

Monitor daily Symantec backup tapes.

Assist in-house Directors with technical issues.

Minor printer maintenance.

Asset tag all PC related items.

Image client laptops/Desktops with Windows 7 and related software as needed.

Maintain a log with Microsoft Software to ensure company is up to date with audit.

Handle Citrix users in remote offices.

Access General Insurance October 2010 - April 2013

Sr. Lead Desktop Support Technician Tier II

Tier I & II support, Citrix support and administration, inventory, procurement, conference/training room maintenance, software packaging and distribution management for 613 operations associates, specialized systems & redundant data center.

Handle PC service requests via phone calls & service desk ticketing system.

Image TSM laptops with Windows 7 and related software as needed.

Update all current Windows XP PCs to new Windows 7 OS using Acronis.

Asset tag all PC related items.

Support company iPad equipment for all executive level users.

Maintain updated AD accounts.

Subject matter expert in regards to computer problems related to Windows 7, Windows applications, Microsoft Office products & McAfee Antivirus.

EDUCATION

General Educational Development Diploma (GED)

North Metro Technical College, Acworth, GA

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