Desktop Analyst Support

Erik A. Gaines

East Orange, NJ *****

Summary:

Around 20+ years of experiences as in Desktop Support Analyst, Technical Support, IT Technical Support Specialist and Data Center Technician.

Expertise in supporting C Level Executives which includes Presidents and CEOs

Imaging Laptops and Desktop using (Power Shell ISE)

Build new workstations and transfer data from old to new. Win 7 to Win 10 migration.

Break/fix support. Data migration, pc refreshes.

Resolves issues within Microsoft Office, Office 365

Good experience in supporting Video Conferences and AV Equipment (troubleshooting and resolving the issues related to it)

Installation, configuration and maintenance of windows, hardware’s and software’s..

Worked as the Build Engineer for The Client, I worked with SCCM, MDT and Standard Platforms to configure and provide Desktop/Laptops for Mexico and Canada within the required Timeline.

Installed new or rebuilt PC’s and Macs, and configured hardware, peripherals, services, settings, directories, storage.

Installed, deployed, and upgraded software (Windows and OSX), hardware, voice/video, and network facilities.

Resolved problems, performed IMACs/ within all client SLAs, and configured company appointed IPhones.

Password resets using Active Directory, and Installed applications (Microsoft suites, Windows 7 etc.) using Altiris.

Deployed WIN 7 (imaged and rolled out new hardware with a new build of Windows 7 Enterprise 64 bit to 300 users).

Performed desktop imaging (imaged PC to Win7, rebooted system to begin Sophos-encryption process).

Installed memory HDD in desktop PCs, and uploaded software applications and security updates.

Provided Novartis Clients with accounts by appropriating: Apple MacAir, Lenovo, T430, T440s laptops.

Acquired and updated service request from ticketing system (TekExcel).

Generated Windows 7 computer accounts, MAC PCs accounts, and verified computer names using proprietary Claris.

Created all client profiles for migration process and successfully migrated H/W and S/W for 3 sites (300+ clients).

Installed/configured Windows Server 2003, Exchange Server, Active Directory, RAS/Terminal Servers and Spybot.

Installed/configured VMware VI to improve server, reduced workload for IT staff, and automated server deployment.

Provided phone/desktop support for client end-users in helpdesk position (Windows 2000/XP/Pegasus).

Installed Dell/HP printers and CAT5 data cabling from COMM closet to workstation outlet.

Education:

Diploma in Network Engineering, 2008, PC AGE IT Institute, Edison

Certificate in Networking/Trouble shooting, 1999, Caldwell College, Caldwell, NJ

B.S. in Electronic Engineering, 1995, New Jersey Institute of Technology (NJIT), Newark, NJ

A.S. in Electronic Engineering, 1993, Essex County College, Newark, NJ

Training certifications:

CompTIA A+, Network+, Windows XP, Server 2003, ISA 2004, Cisco, and Fedora Courses, 2106

A+ Certification / N+ Certification / Security+ / MCTS, 2016

Professional Experience

Schindler Elevators & Escalators – Morristown, NJ 07960

1/2021- 6/2022

Desktop Support/IT Technician

Responsibilities:

Configuring IPhone/IPAD using a multitude of Database Applications (IBM Lotus Notes, ITSM etc)

Installed various Schindlers Apps (Wiki, fieldlink, etc) for IPhones /IPads based on the job title and function of user.

Configured Schindlers Apps for users depending if device was used in the field of office.

Provided support to the CEO and President, troubleshooted their laptops and other devices, resolving the issues. Also, performed imaging and data migration

Completed a number of separated assigned projects centered around configuring IPhone and IPADs

Configure MIFI mobile Wi-Fi hotspot devices.

Resolved issues within the scope of task performed on IPhone /IPad.

Monitor ticket queue using systems like SNOW and GPMO to resolve tickets while maintain SLAs

Provides “White Glove” support to the Executive Leadership Team

Configuring systems according to client specification

Provide support for patch, BIOS Command, image deployment and software deployment incidents and SLRs description of Deskside support

Monitor ticket queue on a constant basis.

Participates in rotational on-call requirement as well as occasional off-hours work depending on business needs.

Identifies potential issues and proactively ensures the highest levels of systems and infrastructure accessibility.

VA Hospital/Capgemini(Volvo Motor Cars) – East Orange/Mahwah, NJ

12/2020 - 1/2021

Desktop Support/IT Technician

Responsibilities:

Taking inventory using Excel application of company assets.

Building System utilizing various company applications (Link and Work station Integration Software)

Provides “White Glove” support to the Executive Leadership Team

Configuring systems according to client specification

Provide support for patch, image deployment and software deployment incidents and SRs description of Deskside support

Monitor ticket queue on a constant basis.

Conducts training sessions and cross-trains other technical services positions to update and expand knowledge and skills.

Participates in rotational on-call requirement as well as occasional off-hours work depending on business needs.

Coordinate with AMC vendors to ensure ticket resolution (using SNOW).

Performs lifecycle management for operating systems and applications by maintaining patches, updates, software deployments etc.

Identifies potential issues and proactively ensures the highest levels of systems and infrastructure accessibility. Follows the ITIL approach towards projects, implementations, issues resolution, and change management.

SECOVA - Mount Olive, NJ

12/2020 - 03/2021

Data Center Technician

Responsibilities:

Taking inventory and decommissioning Data Center equipment.

Rebuilding Data Center at designated location

Artec/IBM/Port Authority NY&NJ - Jersey City, NJ

06/2020 -11/2020

Desktop Support Analyst

Responsibilities:

Imaging Laptops and Desktop using (Power Shell ISE)

Build new workstations and transfer data from old to new. Win 7 to Win 10 migration.

Break/fix support. Data migration, pc refresh.

Resolves issues within Microsoft Office, Office 365

Installation, configuration and maintenance of windows, hardware’s and software’s..

Traveling to various Port Authority NY & NJ locations.

Tanisha Systems/Valley Bank Wayne - New Jersey, NJ

04/2020 - 05/2020

Desktop Support Analyst

Responsibilities:

Imaging and assigning Laptops and Desktop (using Active Directory/Altiris)

Rolling out new imaged laptops, desktops, scanners and printers

Configured Microsoft Office and Zeus software on new pc’s

Resolves issues within Microsoft Office, Office 365

Assisted with Windows 10 image upgrade and provided printer support.

Traveling all Northern New Jersey for Valley National bank and Oritani merger

SmartSource-Inc/Insight/Christian Dior/LVMH - East Brunswick, NJ

01/2020 - 4/2020

Desktop Analyst

Responsibilities:

Windows platform Migration

Asset management

Office 365

HCL/ Barclays - Whippany, New York & Piscataway, NJ

5/2019 - 01/2020

Technical Specialist Desktop

Responsibilities:

As the Build Engineer for The Client, I worked with SCCM, MDT and Standard Platforms to configure and provide Desktop/Laptops for Mexico and Canada within the required Timeline.

Break-Fix desktops and troubleshoot technical problems users have.

Asset management for the client via Service now and managing the main warehouse of the client.

Work with SCCM Console, Deployment Workbench, Windows Server 2008, Windows Server 2012, and Service First.

Provided support to the CEO and President, troubleshooted their laptops and other devices, resolving the issues. Also, performed imaging and data migration

Trained new technicians while concurrently fielding high volume support requirements.

Horizontal Integration / UnitedHealth Group / Briova - Pine Brook, NJ

9/2018 - 3/2019

Desktop Support (Contractor)

Responsibilities:

Conducted morning optimal tests on BECKHOFF TwinCat automotive PC Controlled production line equipment.

Assisted resolving issues with Software development team QSMI (Quality Systems Management, Inc.)

Assisted with Windows 10 image upgrade and provided printer support.

Worked alongside automotive service support engineers to resolve various issues.

Maintech / MassMutual - Cranford, NJ

6/2018 - 9/2018

Desktop Support (Contractor)

Responsibilities:

Reset and unlocked password using UNIX, Citrix Receiver, Active Directory, SSH, Rumba, OKTA, SQL server, etc.

Escalated service deliveries and answered status check inquiries using HPSM and MassMutual request center.

Sedona/ State Farm / IBM - Richmond, VA

1/2018 - 6/2018

Field Technician (Floater)

Responsibilities:

Worked on Windows 10 upgrade project and provided printer support for both virtual machines and local machines.

Completed upgrade of hardware/software to Win 10 and new generation printers for Agents and Associates.

Desktop Support Technician Experience:

Chubb (Contractor) - Whitehorse, NJ

9/2017- 12/2017

Desktop Support Technician

Northwell (Contractor) - Staten Island, NY

5/2017 - 7/2017

Desktop Support Technician

MODIS/OMNICOM/HPE (Contractor) – NYC

11/2016 - 3/2017

Desktop Support Technician

CVS Heath (Contractor) - Fairfield, NJ

08/2015 - 11/2015

Desktop Support Technician

Technical/Desktop Support (Contracted for multiple companies)

2/2015 - 08/2015

NOVARTIS - PISCATAWAY, NJ

10/2013 - 4/2014

Desktop Support-Hardware Provisioning

JP Morgan Chase - New York, NY

1/2013 - 9/2013

Desktop Support I Space Data Migration Tech (Floater)

CITI GROUP (Contractor), New York, NY

6/2012 – 12/2012

Desktop Support

CITI GROUP - New York, NY

7/2007 – 11/2007

Desktop/Migration Support Analyst

BMS (Bristol-Myers Squibb) - Skillman, NJ

3/2007 – 6/2007

Help Desk Coordinator

Responsibilities:

Supported printer replacements, resolved users mapping issues, and supported virtual and local machines.

Gathered information for printer survey and created Excel reports to keep inventory of equipment being surveyed.

Installed new or rebuilt PC’s and Macs, and configured hardware, peripherals, services, settings, directories, storage.

Installed, deployed, and upgraded software (Windows and OSX), hardware, voice/video, and network facilities.

Resolved problems, performed IMACs/ within all client SLAs, and configured company appointed IPhones.

Password resets using Active Directory, and Installed applications (Microsoft suites, Windows 7 etc.) using Altiris.

Deployed WIN 7 (imaged and rolled out new hardware with a new build of Windows 7 Enterprise 64 bit to 300 users).

Performed desktop imaging (imaged PC to Win7, rebooted system to begin Sophos-encryption process).

Installed memory HDD in desktop PCs, and uploaded software applications and security updates.

Repaired Kiosk Payment Machines for AT&T retail stores and replaced server for American Girl Company.

Migrated clients’ information using in house software provisioning via automated allocation system.

Provided desktop client support and hardware installation, administrative rights, specialized applications to clients.

Diagnosed issues with network printers, installed software for Windows XP, Vista, and Windows 7 Professional.

Set up newly migrated Win 7 PC’s and resolved technical issues for many executives or departments.

Provided Novartis Clients with accounts by appropriating: Apple MacAir, Lenovo, T430, T440s laptops.

Acquired and updated service request from ticketing system (TekExcel).

Generated Windows 7 computer accounts, MAC PCs accounts, and verified computer names using proprietary Claris.

Created all client profiles for migration process and successfully migrated H/W and S/W for 3 sites (300+ clients).

Managed printer groups/queues and DFS links, answered up to 27 calls daily, and provided technical support.

Technical Support Experience:

Weitel (Contractor) - Eatontown, NJ

12/2015 - 02/2016

Technical/Cabling Support

Phillips (Contractor) - Somerset, NJ

10/2014 - 2/2015

Technical Support

Barnes & Noble College (Contractor) - Clifton, NJ

05/2014 - 07/2014

Technical Support

Responsibilities:

Installed DTX1800 for CAT6 and MM Fiber to ATT Wi-Fi specifications, and moved electric and Coax outlet.

Installed TV Wall mounts and TVs, punched / terminated cables, and programmed servers.

Installed memory (HDD and SDD upgrades) on clients’ laptop.

Troubleshot all Microsoft Office 2010, 2013 products, and entered new assets into Asset Management database.

Ran McAfee Anti-Virus scans, MacAfee, Malwarebytes and other detection software to clear up issues.

Ordered New HP laptops and desktops, replacement equipment and upgrades, and managed site inventory.

Provided technical support during printer installations, and PC trouble shooting using remote desktop connectivity.

Space Data Migration Tech / Experience:

Tata Global Beverages (Contractor) - Montvale, NJ

1/2012-4/2012

PC Migration Tech

Hoffman LaRoche (Contractor) - Nutley, NJ

4/2011–10/2011

PC Migration Tech

Alcatel Lucent, (Contractor) - Murray Hill, NJ

1/2011 – 4/2011

PC Migration Tech

Responsibilities:

Supported users with break fix, migration, and support services, and repaired computers and printers.

Diagnosed issues with network printers, software installs, user logins, backup & restoration of user settings.

Pre-imaged Laptops (IBM Think Pads/T60/X60) using Oscar- in house application in Win XP environment.

Provided administrative rights and specialized applications to selected clients.

Created, updated, and resolved reported customer an issue using Hewlett Packard’s customized ticketing (OVSD).

Other Computer IT’s Experience:

High Tech Global Solutions - Iselin, NJ (Contractor)

7/2008 – 2/2010

Windows Administrator

Responsibilities:

Installed/configured Windows Server 2003, Exchange Server, Active Directory, RAS/Terminal Servers and Spybot.

Installed/configured VMware VI to improve server, reduced workload for IT staff, and automated server deployment.

Created and managed 20 users and set up group policies to ensure rights were assigned and data remained secure.

Resolved escalation issues on priority basis and installed/configured VOIP applications on server.

CompuCom/Dendrite/Pfizer/Wachovia Contractor - NY / NJ

8/2005 – 07/2008

Support Analyst (Floater)

Responsibilities:

Installed, configured, and troubleshot computer hardware/networking system issues.

Provided phone/desktop support for client end-users in helpdesk position (Windows 2000/XP/Pegasus).

Installed Dell/HP printers and CAT5 data cabling from COMM closet to workstation outlet.

Created Norton Ghost images for desktop computers to keep them working on the same platforms and save installation time for analysts.

MPL Staffing/CITI GROUP (Contractor) - New York, NY

1/2005 – 8/2005

Technical Analyst

Responsibilities:

Conducted phone support/customer service for MS suites, and downloaded/ran verification and logon scripts, etc.

Performed Windows XP S/W and H/W upgrade projects with 30-analyst team consisting of vendors, branch personnel, development team, and software distribution group members.

Configured/installed server system components (DHCP, SMS, TEARS, ePO, Altiris, ICE NT).

Allserve Systems Corp - North Brunswick, NJ

8/2002 – 12/2004

IT Technician /Sales Representative

New York School Construction Authority - Queens, NY

1/1990 – 12/1998

Architect/Engineering Technician Level B

Responsibilities:

Edited AutoCAD designs assigned user rights to directories/ transferred files, and increased productivity.

Provided user support for CAD and Windows NT Network, and maintenance for PCs/automated office equipment.

Assisted architect with various projects/drawings increasing Workflow by 70%.

UNISYS/Port Authority (Contractor) - NY & NJ

1/1999 – 6/2002

Computer Technician

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