Support Specialist Desktop

Kariostro Tirado

Current Location: Elmhurst, NY 11373

Contact: 347-***-****

Email: **********@*****.***

Summary:

18+ years of IT experience. Many years of experience hands-on, phone and Remote Access supporting infrastructure in hardware, software, and connectivity related issues

Proficient in applying OS patches, troubleshooting in Routers/Switches, TCP/IP, DNS, WINS, DHCP, Active Directory, Windows Servers, VMware, Citrix, XenDesktop. XenServer, Office 2010, 2013, 365(cloud), Exchange - Outlook 2003, 2010. 2013

Experience with Net backups

Extensive experience in troubleshooting communication devices like Blackberries, iPhones, iPad, and PDAs.

Expertise in using Remedy, Magic, Heat, Track IT, Service Now (Snow) and proprietary ticketing applications.

Tracked and performed all types of computer installations, configuration, troubleshooting including maintaining the LAN, user workstations and mobile server equipment, printer set up, workstation imaging, move, add, change, de-installation and performed hardware break/fix repairs.

Provide “white glove” support to VIPs, such as traders, department heads or managers and their admins.

Experienced in managing the creation, implementation, and maintenance of Ghost images for supported hardware configurations in maintaining standardized desktop environment.

Represents Information Technology in cross-functional meetings and projects. Prepares for, implements, and communicates new corporate initiatives and processes within assigned team

Extensive experience in working on Windows /XP/Win7/Win10, migrated user data to new systems and proprietary software on machines as per standard company requirements.

Technical Skills:

Develop native iOS products compatible with iPhone, iPad, and iPod devices

Analyse and optimize UI and back-end application code for efficiency and performance

Work in an Agile/Scrum environment to deliver high quality software against aggressive schedules

Work with other team members to investigate design approaches, prototype new technology and evaluate technical feasibility

Develop web 2.0 software for external customers

Represents Information Technology in cross-functional meetings and projects. Prepares for, implements, and communicates new corporate initiatives and processes within assigned team

Trusted advisor to Finance operations and cross-functional team members, providing data and technical insight from the application metrics, pertaining to business impact

Work with iOS team to establishing common development tools, and frameworks/libraries that the group will use for development

Passion for iOS development, you love to develop and stay up to date with latest developments in and around iOS

When you join us, we want to make sure you feel valued – and that you are rewarded for your fantastic work

Works with the iOS team and Senior Technical Project Manager and the Product Led to prioritize, define, and size new service

Work with iOS team to develop custom applications for iOS apps for iPhones and iPads

We look to provide our team with a supportive, fun, and ambitious working environment, where we hope that you will develop your full potential and benefit from the broad range of opportunities within the agency both in the UK and globally

Mabolo offers varied and exciting career development options. The mix of clients and projects provides exposure to a rich variety of challenges, opening endless possibilities for those with an appetite to drive forward what’s possible

Network: TCP/IP sub netting, WAN, MAN, LAN, VLANS, TCP/IP, DNS and WINS, network Hewlett Packard, Xerox, Lexmark Color LaserJet Printers 8550N, 8100 & 5000GN, Dell Routers and Cisco

Hardware: Configured, repaired, and installed various types of motherboards, Experienced with RJ-45 & RJ-11, UTP/STP cabling, Internal and external modems and Ethernet hubs, internet and external HP Superstore DLT1 tape drive, Installed and troubleshot software packages including but not limited to MS Office 2007/2010/2013, MS Outlook 2007/2010/2013/365, Lotus Notes 5.0, 6.5, 7.0.2 Apple applications, Microsoft Internet Explorer 11 Exchange Server 2003/2008, IIS, PC Anywhere 10 & 10.5, Troubleshooting MAC OS X Office 365, SCCM, Microsoft OS & office and adobe. Product Patches, PGP and MS Bit Locker, Encryption technologies, software deployment packages Altiris, MS SCCM

Software: Remedy, Track IT, Magic, and Heat

Education:

Bachelor’s Degree in Computer Science – State University of New York - 2001

Certification:

Network+, A+ Certifications

Professional Experience:

Barclay’s Bank May 2022 – Feb - 2023

IT Support Engineer

Supported trading floor IT for various Business Units, Such as US Rates, Treasury, Swaps, Agency, Derivatives, Equities, FX, Commodities, ensuring that the traders' requirements are properly identified and appropriately meet and oversee day to day undertaking of operating, maintaining, supporting applications and software for the Trading Floor.

Office O365 migration, Server support 2012, iPhone, iPad configuration, AD & Server support

In cooperation with external vendors' application support team and in house development groups. This includes system and functional testing and user acceptance for all new functional processes and equipment on existing functionality maintaining uninterrupted support during Covid, collaborated in providing a Business Continuity and disaster Recovery Plan that kept mission-critical applications readily available.

Integral part in successfully completing projects such as the Windows10 rollout (including packaging of trading floor apps), implementing Equinix connectivity and multiple

Onboarding of new applications. Developed amicable relationship with trading staff while resolving issues in a timely manner to gain their trust and to facilitate a trading floor environment that is willing to accept the constant change in technology.

Aramark New York NY (Contract) - Remote Jul 2021 – Mar 2022

Desktop Support / POS System Admin

Modify existing POS registers in Marshal Fields locations designated by user to company specifications. Assisted associates in resolving installation and operating problems with POS systems and peripherals including displays, printers, and cash drawers. Assist and support other members of the POS Project Logistics team when needed within the general nature of this role.

Configured, repaired, troubleshot O365.

Performed Network, EBT & POS testing & Back-Office PC configuration and troubleshooting of equipment and of POS devices. install programs and all POS computer equipment for stores and supermarkets. Symphony 1 and 2 used daily for customer solutions.

Azure & Itunes used on a regular basis.

Server support 2008.

Wipro Estee Lauder New York NY Apr 2020 – Jul 2021

Desktop Support

Provide IT Infrastructure field support, L2 Level experience. Which includes troubleshooting hardware, software, operating system issues fixing issues iPhone, iPad, monitors, keyboards, mice, printers, scanners, routers, racks, cabinets, multi-port data. Without affecting or violating the hardware warranty or the customers security compliance requirements.

Thomson Reuters Trading Firm Dec 2017 – Mar 2020

Desktop Engineer – Level 3 Support

Responsible for equipment tracking, asset management, and inventory control. Assist with configuration set up for network and server installations. Confirm the new equipment fulfils the engineering and business requirements.

Broad knowledge of key end-user scenarios and technical architecture for Office 365, O365 ProPlus, Exchange Online, SharePoint, Skype for Business and other Office 365 products.

Responsible for installation, implementation, and upgrades of communication devices.

Performs site surveys, coordinates with internal and external resources and troubleshoots.

Verify installed equipment is functioning properly. Coordinate implementation, testing and downtime schedules with internal departments and vendors

PGP and MS Bit Locker, Encryption technologies, Altiris to MS SCCM

Troubleshoot hardware, software, and logical issues to determine the cause of a problem. Responsible for conducting and documenting site surveys. Update work orders and tickets for projects.

Implemented MacAfee anti-virus updates

Configured, maintained, Implemented, and managed user account in Active Directory

Troubleshoot and resolve various hardware, software, network, and performance issues involving Windows 7, Office 2010, Lync 2010, Symantec Enterprise Vault, Sophos, Active Directory (ADUC), SCCM, AppSense (Roaming Profiles), Bloomberg, WorkSite/FileSite,

Exchange migration from office 2016 to O365

Cisco AnyConnect VPN, Citrix, Internet Explorer, Chrome, Java, Flash, BitLocker, Lumension, RSA, Polycom CX600 Lync Phones & HDX Video Conference Systems,

iPhones, iPads, Good for Enterprise, MobileIron, Docs@Work, Web@Work, AirCards & MiFis, Lenovo X1 Carbons, OneLink docking stations, monitors, and printers.

Set up conference rooms and provide audio / video support for meetings, presentations, and video conferences.

Train employees on iOS, MobileIron & Docs@Work during BlackBerry to iPhone Migration

Provide “white glove” support to VIPs, such as traders, department heads or managers and their admins

Azure and Itunes.

Production support.

VP Support, CEO, CFO, CIO, and all administrative assistance.

Ticketing system service now

Storm Harbour Trading Firm (Contract) Mar 2016 – Nov 2017

Desktop Support/Floor Support

Provided trade floor support to investment analyst as well as Bloomberg and Reuters. Migrated desktop and laptop computer systems to over 150 client’s company employees in office based, home based, and traveling environments including connectivity, hardware and software support of Windows 7, AD, MS Office 2010/2013, iPhones, iPads, Blackberries, and PDAs

Configured and managed TCP/IP sub netting, WAN, MAN, LAN, VLANS, TCP/IP, DNS, and WINS.

Configured Dell routers and switches

Ensured the consistent, reliable, and business partner centric service delivery through global managed service provider for End User Support of Office 365, SharePoint, and Exchange.

Worked with NetBackup

Itunes & Azure.

Exchange migration - Managed MS Exchange Server 2008 user account maintenance and password reset.

Setup user Active Directory accounts and provided 2nd level support as well as CEO, CFO, and VIP support.

Performed hardware break/fix repair, workstation imaging,

Used video conferencing, LG RVF1000p, VOIP, and Skype.

Migration from Win 7 to 10

Airwatch configuration on mobile devices

SCCM Package Deployment

Provide “white glove” support to VIPs, such as traders, department heads or managers and their admins

Office of Alcohol and Substance Abuse (OASAS) Jun 2015 – Dec 2015

Support Engineer

Monitor/oversaw the local technical environment to ensure proper functioning; ensure and server backups are routine and reliable; network infrastructure, power backup systems operational.

Configured and managed TCP/IP sub netting, WAN, MAN, LAN, VLANS, TCP/IP, DNS, and WINS.

Utilized Remedy for logging, documenting calls etc.

Develop and document processes and procedures for Office 365.

Work with agency, ITS Cluster, and ITS Enterprise Operations to ensure timely issue reporting/resolution.

Migration from Win 7 to 10

Support the end-user desktop environment, including ensuring automated updates of PCs and laptops via central operations occur, to ensure a virus-free working environment.

Manage user accounts in a Microsoft Active Directory environment to monitor user's access rights to OASAS mission-critical applications, including processing User Access requests and Office 365.

Support OASAS and IT Information Security Policies as well as OASAS specific regulations regarding confidential data, enforcing them office-wide.

Respond to all incoming help calls as they are received and ensure the issues are reported and monitored using ITSM / Service Now.

Provide hands-on and remote class instruction, enhance, and develop training materials as necessary, provide technical assistance to end-users and Executive facility staff.

PGP and MS Bit Locker, Encryption technologies, Altiris to MS SCCM

Windows 10 deployment.

Airwatch device configuration on user personal devices

SCCM Package Deployment

Rikers Island, New York NY Mar 2015 – May 2015

Department of Corrections Technical Support Specialist

Responsible for installation, implementation, and upgrades of communication devices.

Airwatch configuration on mobile devices

Performs site surveys, coordinates with internal and external resources and troubleshoots.

Tracks equipment tracking and completes asset management and inventory control. Participates in multiple large-scale concurrent projects that include enhancement, migrations, additions, and upgrades to existing devices and reconfiguring existing devices. Install communication devices such as PC’s, printers, wireless devices, switches, and routers at customer sites.

Verify installed equipment is functioning properly. Coordinate implementation, testing and downtime schedules with internal departments and vendors

Responsible for equipment tracking, asset management, and inventory control. Assist with configuration set up for network and server installations. Confirm the new equipment fulfils the engineering and business requirements.

Migration from Win 7 to 10

Troubleshoot hardware, software, and logical issues to determine the cause of a problem. Responsible for conducting and documenting site surveys. Update work orders and tickets for projects.

Implemented MacAfee anti-virus updates

Support Citrix for remote user’s

Configured, maintained, Implemented, and managed user account in Active Directory support with Wardens, Deputies, Detectives and all administrative assistance.

Trinity Wall Street New York NY Apr 2014 – Feb 2015

Windows Specialist Technical Support Specialist

Responsible for installation, implementation, and upgrades of communication devices.

Performs site surveys, coordinates with internal and external resources and troubleshoots.

Verify installed equipment is functioning properly. Coordinate implementation, testing and downtime schedules with internal departments and vendors

Responsible for equipment tracking, asset management, and inventory control. Assist with configuration set up for network and server installations. Confirm the new equipment fulfils the engineering and business requirements.

PGP and MS Bit Locker, Encryption technologies, Altiris to MS SCCM

Troubleshoot hardware, software, and logical issues to determine the cause of a problem. Responsible for conducting and documenting site surveys. Update work orders and tickets for projects.

Implemented MacAfee anti-virus updates

Configured, maintained, Implemented, and managed user account in Active Directory

VP Support, CEO, CFO, CIO, and all administrative assistance.

Planned Parenthood New York NY (Contract) May 2013 – May 2014

Desktop Migration Specialist

Completed migration of MAC O.S Leopard to Mountain Lion and Windows XP to Windows 7, which included exporting and importing user data files and email setup.

Completed a migration for at least 500 users to Microsoft Exchange.

Responsible for imaging new machines that arrived from manufacture for new users.

Responsible for Blackberry and iPhone – Avaya Phone’s setup and administration including troubleshooting, email account setup, and verifying information was linked to server for employees and executives.

Duties for Desktop-Helpdesk Support included helping user over the phone via remote access or manually fixed various issues including email, hardware, and software issues.

Configured user accounts in Active Directory, which involved creating and deleting accounts adding groups and policies.

Managed and oversaw new areas of work that needs to be done regarding new construction for the different area.

Used Lotus Notes for configuring user’s accounts from 8.5.1 to 8.53, account setup for new PCs, archive set up, and emailing.

Responsible for installing Encryption software PGP, SecureDoc, and many proprietary software packages.

Experienced with SCCM, which involved installing proprietary software to multiple users at once.

Office 365 Support

Bergdorf Goodman, New York, NY (Contract) Aug 2012 – Dec 2012

Network Telephony Engineer Consultant

Dealt with Avaya phone system cross connects and was responsible for conjuring ports.

Responsible for POS systems maintenance repair and Exchange Administration.

Dealt with vendors on a day-to-day basis to ensure all new network cables were run and wall mounts were in place.

Made sure all PCs were reachable on the network and all software and hardware configured properly.

Worked with and configured OSX Mac Mountain Lion on IMAC’s Latest release 10.9.

Experienced with video conferencing

Supported Exchange 2010, Exchange 20103, and account setup for new users, archive set up, and emailing.

MTA Headquarters New York NY (Contract) Nov 2011 – Apr 2012

Helpdesk Desktop Support (Windows 7 Migration)

Provided phone and desktop support for Windows 2000/XP environments.

Performed advanced PC network configurations such as TCP/IP, DNS, WINS, and DHCP.

Performed local and network printer setup as required.

Enhanced, managed, and maintained Microsoft Email Services Lotus notes to Exchange migration.

Completed a migration for at least 750 users to Microsoft Exchange.

PGP and MS Bit Locker, Encryption technologies, Altiris to MS SCCM

Performed Windows upgrade to Windows 7 as required by the client.

Provided Macintosh Support and worked with OS Leopard, Snow Leopard, and VB Scripting.

Provided 1, 2, 3 Level LAN/WAN, Networking support.

Completed a migration of MAC O.S Leopard to Snow Leopard.

Experienced with Skype video conferencing.

Managed firewall, Active Directory, MacAfee, and encryption software App encryption.

Responsible for Blackberry support and administration including troubleshooting, email account setup, and verifying information was linked to server for employees and executives.

Lenox-Hill Hospital New York NY (Contract) Jan 2011 – Sep 2011

Migration Consultant

Maintained and troubleshot desktop applications and network related issues.

Provided phone support as needed as well as hardware, software, and network support.

Responded to Help Desk ticketing system for any issues.

Responsible for domain migration from Lenox-Hill domain to North shore domain.

Responsible for Blackberry support and administration including troubleshooting, email account setup, and verifying information was linked to server for employees and executives.

Installed, configures, and troubleshot MAC OSX Leopard.

Experienced with SCCM, which involved installing proprietary software to multiple users at one.

Mizuho Bank, New York, NY (Contract) Jan 2010 – Jul 2010

Security Administration

Provided technical support of desktop and laptop computer systems to over 2000 client’s company employees in office based, home based and traveling environments including connectivity, hardware and software support of Windows XP, MS Office 2000/2003/2007, MS Outlook 2003, Blackberries, and PDAs.

Managed MS Exchange Server 2003 user account maintenance and password reset.

Performed advanced PC network configurations such as TCP/IP, DNS, WINS, and DHCP.

Performed hardware break/fix repair, workstation imaging, and MAC (move, add and change) and de-install support.

Responsible for VIP support and used encryption software SecureDoc.

Actimize, New York NY Oct 2009 – Jan 2010

LAN Desktop Engineer

Provided IT support, 1st level support, installation, and maintenance of Windows XP/ Srv2003 and MS Outlook 2003 environment.

Performed PC installations, configuration, and troubleshooting as well as LAN user workstations maintenance.

Managed junior network administration including creating, deleting, and adding user accounts to groups, domains, and OU’s.

Performed advanced PC network configurations such as TCP/IP, DNS, WINS, and DHCP.

Performed hardware break/fix repair, (move, add and change) and de-install, and supported VB Scripting.

MasterCard Worldwide New York NY (Contract) Jan 2004 – Aug 2009

LAN/WAN Engineer

Managed installation, configuration, and support of computer software and hardware in Win XP network environment.

Trained end user on tips and tricks using Lotus Notes 7.0.2.

Performed installation, troubleshooting, and diagnosing problems with MS Office 2007 daily.

Evaluated and implemented new software and hardware solutions.

Performed integration of point-of-sale and third-party software with existing in-house applications.

Managed routine system backups and disaster recovery procedures.

Responsible for video conferencing using Polycom VOIP.

Performed advanced PC network configurations such as TCP/IP, DNS, WINS, and DHCP.

Handled large software/hardware inventories and supported CEO and VIP.

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