Desktop Support Technician

Dennis D. Santolo

** ****** ****, ***** ******, NY, 10605 **********@***.*** 914-***-****

EDUCATION:

Westchester Community College, Valhalla, NY 5/12

Computer Security and Forensics Honors Certificate, 4.0 GPA - Academic Achievement Award

Manhattan College, Bronx, NY - Master’s in Environmental Engineering

City College of New York, New York, NY - Bachelor of Science in Biology

CERTIFICATIONS:

CompTIA A+ (June 2014 – June 2023)

Microsoft Technology Associate (Windows Operating System Fundamentals)

Microsoft Technology Associate (Networking Fundamentals)

Microsoft Technology Associate (Security Fundamentals)

SKILLS:

Windows XP/7/8/10 and Mac OS Customer Support (VIP - high level users)

Windows Office Suites (Office 365) Problem Solving & Troubleshooting

iPhone/ iPad / android Support Windows and Mac migrations

Desktop & Help Desk Support Remote connection (LogMeIn, GoToAssist &

Phone and Remote Support Team Viewer)

Active Directory Desktop/Laptop (PC and Macs)

Network & Wi-Fi Support Ticketing systems (Service Now & Landesk)

Anti-virus/ Spyware installation and removal PC & Mac printer installation and support

PROFESSIONAL EXPERIENCE:

Desktop/IT Support Technician – Peak Systems, New York, New York (January 2021 – Present)

PenguinRandom House, NY, NY – Three Month Contract – Mac Pro roll out – 900 new Mac Pro Desktops and Laptops imaged, configured and data transferred.

Desktop/IT Support Technician – CompuCom (Work Site) Pfizer, Pearl River, New York (January 2020 –December 2020)

Member of the 24-hour Pfizer COVID-19 Clinical Trials Desktop support team.

Lenovo Laptop & Desktop Support, hardware troubleshooting and repair, network tracing and port activation, printer repair and maintenance.

Help Desk/IT Support Technician – (Under Contract to) Montefiore Hospital, Yonkers, NY (July 2019-August 2019) and (October 2019-November 2019)

Providing Tier 1 & 2 Help Desk phone and remote access support for over 45,000 employees

Password reset, active directory, Citrix, Epic, Software and Hardware support.

Desktop/IT Support Technician – (Under Contract to) Verisk Financial, White Plains, NY (September 2019 – October 2019) – Four-week Contract

Imaging and upgrading Lenovo laptop computers from Windows 7 to Windows 10.

Desktop/IT Support Technician – Peak Systems, New York, New York (June 2019 – July 2019)

Morgan Stanley, New York, NY & Purchase, NY – Desktop Support for hardware upgrades and site audits

UBS, White Plains, NY – Hardware upgrades and next day support.

Random House, NY, NY – Software audit of over 750 PCs.

Desktop/IT Support Technician – (Under Contract to) Siemens Healthineers, Tarrytown, New York (November 2018 – March 2019)

Imaging and upgrading over 1100 HP desktop & laptop computers from Windows 7 to Windows 10.

Desktop/IT Support Technician – Peak Systems, New York, New York (June 2018 – October 2018)

Kantor, Norwalk, CT - Desktop Support for migrating Dell Laptops & Desktops from Windows 7 to Windows 10 including Office 365 upgrade.

UBS, New York, NY – Desktop Support for Thin Client replacement of over 140 Lenovo Desktops and hard disk wipes using blancco Drive Eraser.

J Walter Thompson Company & Triad Retail Media, New York, NY - Desktop Support for migrating Lenovo Laptops & Desktops from Windows 7 to Windows 10 including Office 365 upgrade.

Desktop/IT Support Technician – (Under Contract to) Cardiovascular Research Foundation, New York, NY (March 2018 – June 2018)

Imaging and upgrading desktop & laptop computers from Windows 7 to Windows 10.

Installation and removing of anti-virus software in both PCs & Macs.

Hardware troubleshooting and repair.

Remote phone support.

iPhone, iPad, Surface and android support.

Various short-term Desktop & Help Desk contract jobs (October 2016 – February 2018)

Metavision Media, New York, NY (December 2017 – February 2018) – Desktop Support for migrating Lenovo Laptops from Windows 7 to Windows 10 including Office 365 upgrade and helped upgrading 13” & 15” Mac Book Pro Laptops.

WESTMED, Purchase, NY (November 2017) – Help Desk Support - Provided phone support and helped patients reset their Passwords for WESTMEDs new online Portal.

Milstein Properties, New York, NY (August 2017) – Help Desk Support - Provided phone support for Milstein’s buildings. Hardware and software support.

NBCUniversal Sports, Stamford, CT – (June 2017 – July 2017) Re-imaged over 800 Laptops & Desktops from Windows 7 to 10 for use in the 2018 Winter Olympics. Hardware replacement in older Laptops & Desktops.

SNY – SportsNet, New York, NY (October 2016 – March 2017) - Helped with the migration of the Corporate Office & Studios from midtown Manhattan to 4 World Trade Center. Set up and migrated Desktops and Laptops in a Window 7 environment and used PC Mover for user profile migration.

Help Desk/IT Support Technician – (Under Contract to) Swiss Re, Armonk, NY (January 2016-September 2016)

Provided support for over 15,000 Swiss Re employees and affiliates worldwide

Provided initial customer support via phone and remote access

Tier 1 & 2 Help Desk support for Windows 7, MS Office 2013 and MS Outlook 2013

Swiss Re applications, SharePoint, Citrix, VPN, iPhone, iPad, Lenovo Laptops and Pull Printing support

Ticketing System - Service Now

Help Desk/IT Support Technician – (Under Contract to) Norwalk Hospital, Norwalk, CT (February 2015-September 2015)

Provided Tier 1 & 2 Help Desk phone and remote access support for over 2,500 employees

Provided active directory support

Changed network passwords, Lotus Notes trouble shooting and changed passwords

Cerner/PowerChart trouble shooting and changed passwords

Eclipsys trouble shooting, changed passwords and printer management

Landesk remote connection and created Landesk Tickets, printer setup and connectivity support

Trained new employees

Desktop/IT Support Technician – (Under Contract to) Columbia University CUIT Walk-in Service Support Center, NY, NY (August 2014-November 2014)

Provided Desktop support for Windows and Mac Laptops, iPhones/iPads and androids

Escalated existing request/incident on behalf of the customer to other CUIT departments or groups

Provided password resets, general software installation and trouble-shooting

Installed/configured OS updates and anti-virus software and email client configurations

Fixed software conflicts or errors, backed up personal data and fixed virus and spyware issues

Fixed OS issues such as slow response and application errors

Provided general advice about Operating Systems (WINDOWS 7, WINDOWS 8, OS X)

Supported network connectivity problems (wired and wireless)

General computer purchase advice, General advice on creating a personal backup

General advice on re-formatting a computer using the owner’s or manufacturer’s backup media

Service Now ticketing system

Desktop/IT Support Technician - KVL Audio Visual Services, Ardsley, NY (June 2012-August 2014)

Maintained, fixed and prepped Dell, Lenovo & HP rental computers and HP printers

Rebuilt and repaired company’s Dell & HP desktop and Dell & Lenovo laptop computers.

Installed and updated Windows XP, 7 and 8

Installed and updated Microsoft 2013, 2010, 2007 and 2003 Office and Symantec Antivirus software

Used LogMeIn to remotely access computers and Norton Ghost to backup and image company computers. Provided Desktop support

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