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Active Directory Desk Manager

Silver Spring, MD
June 10, 2021

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Carlos Castro

Bronx, New York


HCL Company . 06/19-07/19

Insight Global, LLC Barclays Investment Bank 02/19- 5/19

Hardware Tech. (consultant)

Setting up hardware, Installing and configure software drivers

Maintaining and repairing technological equipment (e.g. routers) or Peripheral devices

Install well-functioning Lan/Wan and other Network, manage components (servers, IP etc.)

Perform regular upgrades to ensure system updated

Troubleshoot system failures or bugs and provide solution to restore functionally

Keep records of repairs and fixes for future reference

Offer timely technical support and teach users how to utilize computer correctly

Use service first tracking system and Request incident tracking system

K-Force Professional IT Tech Support 10/17 - 5 /18

Customer Tech Support Tier 1 (Contractor)

Ticketed System Manager Engine Service Desk Plus

Remote access to user PC troubleshooting software and hardware issues

Supported over 1000 user on sites

Upgraded Lenovo E440 from Windows 7 to Windows 10

Installed necessary Software for Client laptop and Desktop

Mapped printer and configuring local and Network printer

Troubleshot Outlook and Microsoft issues

Reset passwords for user account and added Pc’s to Domain

Deloitte, Bernard, Nickels & Associates 05/17- 08/17

Service Desk Manager

•CA Service Desk Manager to open and close incidents

•Deployment for users laptops for Microsoft Windows 10

•Checked the Service Desk Monitor R12 Deployment Queue

•Monitored the queue daily and updated tickets system

•Installed replicator, adapter for monitor and configured display resolution

•HP Printer inventory for cartridge, fuser. Drums, image belt kit and maintenance kit

•Called customer support HP and Ricoh for defected printer nonfunctioning

Visiting Nurse Service of New York 01/17 -04/17

Desktop Support Administrator

USE VNSNY IT service desk tracking system

•Created and closed tickets during my daily activity work

•Remote access to other user computers to resolve software issues

•Troubleshot printer and hardware issues

•Deployment laptops and desktops for other departments

•Follow up with user data backup and map drive to user computer

•Reset password for users and add users to the correct domain on active directory

•Experience on SSCM and Software Center

Westchester Medical Center 07/14 - 12/16


•Migrated Windows XP to Windows 7 and experience on MAC OS

•Backed up client data and re-installed user’s data information

•Knowledgeable on SCCM Console to re-image pc and HP console

•Experience in VMware and remote access to help users

•Team lead to cross train new existing employer on windows 7 imaging

•Installed network printer and application software for new users

•Opened and closed tickets and updated calls on a daily basic

•Set up wireless connection for desktop and laptops


•MCSE training

•Dell Certify, Konica Minolta, Xerox Certify, Lexmark Printers

•A+, Network+, Certification Computer Technology, PerScholas, Bronx, New York, 2002

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