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Desktop Support Visual Technician

Greensboro, NC
April 12, 2022

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**** ***** ****

Greensboro, NC [***06]

C 347-***-****


Kelly Services Mar 2021 – Sep 2021

Apple iOS Tier 1 Chat Advisor

Supported in-bound chat Customers with level 1 Tier Support

Troubleshot all iOS issues for Apple iPhone, iPad, iPod & Watch devices

Transferred chat Customers with extenuating issues to the relevant Tier 2 Support Groups

Audio Visual Technician

CTI/TEKSource (Mt. Sinai/Beth Israel) Nov 2014 to Nov 2017

Responsible for Crestron/Polycom audio visual equipment setup in conference rooms and auditoriums. (i.e. video projectors, video projector screens, LCD’s, microphones and other audio eq., digital pointers, laptop & desktop equipment) Assisted with connecting calls via Polycom system for point to point video conferencing.

Ensured video conferencing equipment is maintained and working properly

Assisted medical staff with uploading ppt presentations & launching GotoMeeting & GotoWebinar sessions. Recorded video conference meetings for medical staff as needed

Audio Visual Analyst Jun 2015 to Oct 2015

Peak Systems, Inc., NYC

Provide A/V assistance to end users in addition to 2nd tier desktop support on Windows 7 platform.

Troubleshoot & maintain Crestron/Polycom audio visual and desktop equipment

Provide end users with basic audio visual tutelage

Consultant/Site Lead/Technical Lead Jul 2011 to Nov 2014

Peak Systems, Inc., NYC

Site Lead for Morgan Stanley computer rollout & Win 7 upgrade project. Worked closely with Hp and Morgan Stanley on-site local contact to ensure proper and timely completion of equipment setup. Oversaw a team of Technical leads as well as 2nd tier Technicians assigned to the project.

Technical Lead on various projects such as Hp Smart Queue Printer Installation, AIG disconnect/reconnect project, AT&T Digital Life helping hands tickets, pc rollouts and moves & changes. Provided assistance on a number of Windows 7 upgrade/data migration projects including Experian, Citicorp, UBS and Philips. Responsible for backing up and restoring user’s professional data, ensured reimaged equipment was compliant with build specs as well as upgrading any outstanding hardware components. Provided trade floor users with next day support on Bloomberg, UNIX and Windows platform.

Consultant Apr 2007 to Jul 2011


Assisted with desktop roll out project at Beth Israel/PACC Medical Center.

Provided technical support to end users at Health & Hospitals Corporation (HHC). Supported handheld blackberry devices for remote users. Troubleshot multifunction network and stand alone print devices. Coordinated moves and changes for existing users.


C 347-***-****

Sr. Technical Analyst Sep 2005 to Apr 2007

Lehr Construction, NYC

Performed backend maintenance, ensuring proper functionality of all production servers, including mail server & DLT Backup Tape Vault. Monitored and administered regularly scheduled backups utilizing Veritas Backup Exec software. Created disaster recovery/failsafe documentation and schematics for emergency fail over. Coordinated off site shipping and retrieval of backup data as necessary. Administered user accounts via Active Directory. Administered and maintained Blackberry Enterprise Server 3.6 & 4.1 in conjunction with blackberry handheld

devices. Supported the user community utilizing Outlook/Exchange. Supervised backend technologies such as Cisco Routers, Switches, T1 lines and Avaya phone system. Established remote access capability at various field offices utilizing Verizon DSL. Executed company wide training sessions on Excel and proprietary software. Assisted company executives and construction consultants with wireless home setup and remote access respectively. Provided desktop and phone support for Windows OS platform to end users. Procured replacement and newly purchased technical equipment. Maintained service agreements/licensing info for hardware and software acquisitions in addition to vendor relations management. Provided company Executives with 24X7 support.

Network Administrator/Desktop Support May 2001 to Feb 2005

Donnkenny Apparel, Inc.

Provided Intel-based pc hardware and software technical support services to user’s on a MAC & Windows OS platform. Configured laptop devices for remote VPN access. Expedited network administrative duties such as administering patches, running reports and antivirus updates to server equipment. Configured and troubleshot network fiery devices including tape backup, FTP and Email server. Conducted regularly training sessions for consultants and new hires. Procured newly purchased equipment for various departments as needed. Supported company Executives 24X7 as well as executing wireless home setup.


Technical skills include but are not limited to providing audio visual and general technical support to end users. Installation and maintenance of Crestron/Polycom audio visual technology and end user peripheral equipment such as Microsoft Office Suite, Adobe Suite, Remedy, Track IT and 3rd party proprietary software. Installation and maintenance of infrastructure equipment such as Cisco production servers, switches, routers, Windows OS, Mac OS, Active Directory, Exchange Server, DLT Tape Backup, Veritas Blackberry Exchange Server & FTP. Troubleshoot remote connectivity issues, application hang ups and electronic device failure. Maintain conference rooms and Polycom Video Conferencing Systems Eq., stand-alone projectors and other A/V eq. Effectively communicate technical jargon to the non-technical user community.


City College of the City University of New York

Bachelors of Fine Arts in Film & Video Production

GPA 3.6

LaGuardia Community College of the City University of New York

Associate of Applied Sciences in Computer Technology

GPA 3.5

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