RAYMOND R CHERRY. JR

**** ******** ****, *******, ** 07203 347-***-**** admcib@r.postjobfree.com

PROFILE STATEMENT

A+ Certified Deskside Support Technician with extensive experience in technical support roles ranging from desktop support, to helpdesk and Active Directory support. Thoroughly knowledgeable in all aspects of progressive project management, hardware, software, computer/network operations experience in large global data centers with technical skills such as, all facets of project lifecycle, including initiation and planning; change, risk, and issue management; and guiding QA teams. Expertise in utilizing ITILv3 protocol to provide support and troubleshooting techniques to clients; consistently recognized for providing an exceptional level of customer service and communication of explaining complex technical issues quickly and easily ensuring timely resolution of problems.

Areas of Key strength include:

Hardware: Dell, Lenovo, HP, Toshiba computers, Android and IOS mobile devices, Avocent Server Monitoring System, Thermal Printers(Zebra, Monarch, and Sato), Ricoh, HP, Xerox, and Lexmark Laser Printers; Fuze, Alcatel-Lucent, Polycom, and Cisco VoIP Phone systems; and Trotec Engraving System

Software: MS Office Suite, RSA SecureID System, Backup and Disaster recovery with Windows, Light Salesforce Administration, Acronis & Norton Ghost. Norton, Sophos, and McAfee Anti-Virus and Endpoint Encryption, Fuze VoIP, Palo Alto VPN, Cisco VPN, G-Disk (Military approved data removal software), Altiris Management Console, Ivanti Management Console, Footprints, HEAT, and Service Now Call Tracking Software, AT&T Management Console, Alcatel-Lucent 4760 Management Console, Cisco Call Manager Management Console, QAD (Logistical software) and Netterm installation, SalesLogix, Various Remote Access Applications

Operating Systems: Windows XP, Windows 7, Windows 8, Windows 10, Light Mac support

EXPERIENCE

Frank Recruitment Group Financial District Desktop Support Engineer - New York May 2017 – Aug 2020

Demonstrates exceptional skills in professionalism and responsiveness across a wide variety of areas

Troubleshoot and resolve complex issues involving and hardware and/or software utilized by Frank Recruitment Group

Promoted to assume additional responsibilities as Team Lead providing expert guidance to Help Desk staff

Desktop support, utilizing ITIL v3 protocol, for 2 sites in the Financial District

Light Active Directory Administration (password resets, enabling/disabling accounts, object creation/deletion, etc.)

Light Exchange Administration (mailbox creation, delegation, deletion, distribution list creation, etc.)

Provides remote support using TeamViewer, Skype for Business, and/or Fuze Meetings

Managed the US Windows 10 Migration team

oUpgraded sites from Windows 7 to Windows 10 using Altiris-Ivanti Management Console

oScheduled upgrades with end users

oCollaborated with other Support Techs to facilitate the upgrade at US sites

Part of team that migrated the US sites from Office 2013 to Office 365

Part of Microsoft Authenticator rollout team for the US sites

Facilitated the installation of OneDrive for US sites

Palo Alto VPN support

Provides 24/7 support for Worldwide users

Inventory control for Wall Street office

Pro Healthcare (via Equity Staffing, Inc) Level II Desktop Support–New Hyde Park, NY Jan 2017-Apr 2017

Monitored/maintained backup infrastructure integrity, workstation and server daily backups both onsite and cloud based backup intervals.

Microsoft Office 2010/2013/2016 support

Integration of new Sites into the ProHealth environment

Remote support using TeamViewer or Governlan remote access tools

Provided phone customer service support for wireless vendors

Provided imaging and deployment Dell, HP, Panasonic desktop PCs and Laptops for vendors and clients

GE Capital (via Apex/CompuCom, Inc.) Level II Desktop Support Technician – Norwalk, CT Dec 2014 – Jan 2017

Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas

Earned solid reputation for resolving complex issues and providing exceptional customer service

Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to Help Desk staff

Desktop support for 2 Buildings at the Norwalk campus

Light Active Directory Administration (password resets, enabling/disabling accounts, object creation/deletion, etc.)

Light Exchange Administration (mailbox creation, delegation, deletion, distribution list creation, etc.)

Supported remote access using Dialup/ F5 VPN and RSA SecurID

Escalated issues as needed and maintained communication with customer and Technical teams

Independently designed new staffing schedule to improve nighttime coverage and reduce cost of overtime

Valley Hospital (via Tek systems, Inc.) Windows 7 Migration/Desktop Support – Ridgewood, NJ May 2014 – Dec 2014

Part of team that migrated the US sites from Windows XP to Windows 7

Onsite support for all Valley Hospital Departments and Laboratories

Responded to requests and problems including installing, monitoring, diagnosing, repairing, maintaining and upgrading all PC/Thin Client/MAC hardware, software and equipment to ensure optimal workstation performance

Performed Troubleshooting with application software and operating systems to diagnose and resolve unique, non-recurring problems

Installed and maintained various Medical and Laboratory equipment and software

Ashland, Inc. (via Sunrise Systems, Inc) Desktop Support - Wayne/Bridgewater, NJ Jun 2013 – May 2014

Provided computer help desk support via telephone communications with end-users

Part of team that migrated the US sites from Windows XP to Windows 7. Traveled throughout the US to support the US Windows 7 upgrade onsite.

Performed diagnostics and troubleshooting of system issues, documents help desk tickets/resolutions, and maintains equipment inventory lists

Provided support for desktop computer operating systems Google Apps and hardware/peripherals; work with individuals across the community

Provided support for various Laboratory equipment and software

Blackberry/IPhone/IPad support (Enterprise Activations, Email setup, WiFi/Network connectivity, etc.)

Prepared computers in training room for various software training classes

Inventory computer, network equipment and accessories

Assisted customers with problems involving DOS, Windows XP/7 or Mac OS X

Saint-Gobain Performance Plastics, Inc Desktop Support–Bridgewater, NJ Aug 2006-Jul 2010, May 2012 – Jan 2013

Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Microsoft Office

Desktop support for 3 sites. Weekly travel to sites in Bridgewater, Wayne, and/or Mickleton, NJ

Provided support for various Laboratories and Clean Rooms in multiple sites in NJ

Light Active Directory Administration (password resets, enabling/disabling accounts, object creation/deletion, etc.)

Assisted the Help Desk Manager in supervision training and mentorship of student employees at the Help Desk with a specific focus on leading the team of Desktop Support Referral student employees who also contribute to tier 2 ticket resolution

Blackberry and cell phone support in an AT&T environment

Continually updated personal knowledge of computing hardware operating systems and software

Migrated the NJ sites from Windows XP to Windows 7

Cisco VPN administration and support

Brooks-Sloate Co-Operative, Inc Desktop Support – Paterson, NJ Mar 2010 – May 2012

Answered client inquiries in person, email and via telephone concerning systems and network operations.

Identified problems, diagnosed causes and determined corrective actions for mobile devices,

Provided technical assistance to customers via telephone, email or in person.

Created and detailed trouble tickets and entered them into a database and correctly refer them to the appropriate team members.

Provided assistance via remote control service in order to install software or resolve an issue

Genusys Group, Inc. (Hackettstown Medical Center) Desktop/Helpdesk - Hackettstown, NJ Nov 2005 – Jul 2006

TAC Worldwide, Inc., (Bank of America) Server Decommissioning Technician - Ridgefield Park, NJ Jul 2005 – Nov 2005

AppleOne Consulting, Inc., (Cingular) Technical Support - Paramus, NJ Mar 2005 – Jul 2005

Robert Half International, Inc. Desktop Support - Paramus, NJ Sep 2004 – Mar 2005

Contemporary Computer Services, Inc. Desktop/Helpdesk - Lyndhurst, NJ May 2002 – Feb 2003

Delta CompuTec, Inc. National Technical Support/Help Desk Technician - Teterboro, NJ Mar 1997 – Apr 2001

EDUCATION AND CERTIFICATIONS

COMPTIA A+ CERTIFIED

AVTECH Institute of Technology IT Support Course - Fairfield, NJ May 2011 – Nov 2011

Network + (including protocols, hardware, OSI model, and administration)

Server 2008 (Administration and Infrastructure)

CCNA (IP addressing, hardware, Protocols, VLANS, etc.)

Solartech Institute A+ Certification/Microsoft Certified Professional Course - South Hackensack, NJ Dec 2000 – May 2001

Networking essentials (including protocols, hardware, OSI model, and administration)

Windows server (including hardware requirements, installation, troubleshooting and administration)

Computer Learning Center AC & DC/Digital Electronics and Computer Repair/Novell Networking - Paramus, NJ Mar 1995 – Feb 1996

AC/DC/Digital Electronics Theory and Lab

Windows 95

Computer Repair

Novell Networking

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