Desktop Support Analyst

Richardson Louissaint

***-** *** ****** ***********, Gardens Queens, NY 11413 **********@***.*** 646-***-****

OBJECTIVE SYSTEMS ANALYST, TECHNOLOGY SPECIALIST

Solutions-oriented IT Specialist with notable success directing a broad range of corporate IT initiatives while participating in the planning, analyzing, and implementing information technology solutions in direct support of business objectives. Ability to work in a high-stress, high-call volume environment and troubleshoot multiple systems errors.

Outstanding leadership abilities; able to coordinate and direct all phases of project-based efforts while managing, motivating, and leading project teams.

Track record of increasing responsibility in the development and complete lifecycle project management.

Ten years of experience as a Help Desk Analyst/Systems administrator and IT Trainer selected to train in the Global Operations Duties required: administration; supervision; team building; strong interpersonal/technical skills, and problem-solving, analytical, communication,

Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance), and printer problems (local, network)

AREAS OF SPECIALTY

System Maintenance

Troubleshooting Remote Desktops

CUCM Unified Communications Manager

Mobile Devices Administrator service

Video Conferencing

Network Administration

Internet Technology

LAN –Interconnectivity

Mobile Iron Admin Portal

McAfee EMM console

protocols/ TCP/IP/IPX/SPX/LAN

Problem Identification & Resolution

New Product Rollout & Upgrades

Wireless Topologies/VLAN/WAN

Hardware Integration

SPECIALIZED COMPUTER SKILLS

Software: Win9x/2000/XP/Vista/Win7, Win2000/2003/2008 Server, MS Office, Microsoft Outlook 2000/2003/2007, MAC

Clarify, Remedy IBM TSRM, VIRTUALTECH, VNC, VMWare Horizon Client, CDW, GoToAssist remote, LogMeIn 123

Provide clove support for Executive/C-level President/CEO/ MDM/MAM/ Big/FIX/SCCM/ManageEngine Cisco CUCM

Seibel, Backup Systems, WebEx, AD, DNS, DHCP, HTTP, HTTPS VPN, Cisco VPN Citrix web, Time-sheet tab slips, Market Data Apps (Reuters/BB) Web site consumer portal Web Interface VMware VDI Horizon/ APPSTACK

Hardware: Hub routers/switches, Avaya IPC, Lucent, Cisco/Xerox Printers, Scanners, ProSystem, Cabling, Cisco Jabber, POLYCOM, Token Ring. Cisco Display Lenovo Display Teams Meeting. Java/Node SE7, Oracle Java, Sun Java

Desktops: Laptops, PC peripherals, JAMF ITUNE Database, CCTV, GroupWise, Ghost, iPhone, iPad. Android

Infosys/Global Foundries Jan 2023 to Present

CyberTech Systems July 2022 to Dec 2023

Senior Engineer/AV/AUDIO Consultant; for Sumitomo Bank /GlobalFoundries

•End-user support Provide Executive support and in-person and remote support.

•Helpdesk support System Maintenance Windows 10 Migration patching/database system Big/FIX/SCCM/ManageEngine Endpoint Center10 Mobile Iron Admin Portal in McAfee Console.

•Extensive experience with PowerShell. Backup Systems Management Tapes

•Executive support Audio Video conference, MAC, iPhone, iPad, Android

•Supports Microsoft platforms across multiple on-premises systems and Azure/Office 365 cloud environments

•INTUNE Device enrollment MDM/MAM Zero Touch Deployment for MACs to JAMF PRO

•machine is on DEP; lookup in JAMF to see if it is DEP eligible; even after a factory reset, the Machine will automatically re-enroll into our environment, and standard applications will be reinstalled. Mobile device

•VMware VDI Horizon Manage VDI vCenter Horizon Prod VDI Horizon Console

•DR VDI Horizon Console APPSTACK and Writable APPVOLMGR

•Mac Device Enrollment Program (DEP) to ensure we can standardize the base configurations and policies if the Deploy Windows 10 With Autopilot in Microsoft 365 Endpoint Manager iPad/iPhone/android windows devices

•Wyse Converter/Dell thin client Exchange Endpoint Manager Azure active directory Center

•Engine-AD Manager Plus Exchange Endpoint Manager MacOS Device Enrollment Program (DEP)

ACS/NCR/DXC Technology Feb 2017- June 2022

IT Executive Support

Senior Field Engineer/Hands-on Consultant; for National Grid/ BMW of Manhattan/Munich North America Life Insurance

AD deployments Software packaging using SCCM/WSUS to local Windows 7/10 Machines and VMWare Hyper-V/HVD

Provide support for Citrix, client support Cisco VPN client, Setup Cisco Conference room WebEx, Application

AV Support set up and configure Lenovo Display for Teams Meeting Set up wireless network access point

Manage Cisco Unified CM Admin Cisco IP phone. Support MDM JAMF Air watch agent/Intelligent Hub and MS Intune

Mac Device Enrollment Program (DEP) to ensure we can standardize the base configurations and policies if the machine

on DEP, Lookup in JAMF to see if it is DEP eligible; even after a factory reset is performed, the engine will automatically re-enroll into our environment, and standard applications will be reinstallation Mobile devices

Device environment for Executive/C-level support for executive and troubleshooting onboarding & Termination

Provide Executive support and in-person and remote support regarding computers, data/voice communications

Office 365 admin center manages end-user to Azure active directory Center and computer management G Suite

Manager Engine-AD Manager Plus Exchange Endpoint Manager created an end-user account and created a mailbox

Manage Adobe Admin Console to the adobe creative Cloud, assist end-users how in downloading MS Suite and Adobe

Support the distribution of RSA Key codes access with Mobile devices for End-user and Chief executives.

PRINCETON INFORMATION JUNE 2015- DEC 2016

2nd level Desktop Support for Federal Reserve Bank of New York.

Provide desktop support and troubleshooting issues for 500 users on sites. Implemented to expedite trouble tickets prioritization level 3 issues and service requested in remedy system Hardware /Software’s emails/ roaming profile.

A/V setup Conference for Executive. Assist with boarding and onboarding of new users.

Images develop, standard PC and MAC system iPhone/iPad/android SAP enterprise database management

Troubleshoot the problem and lead the user through diagnostic procedures to determine the source of the error.

Specialized troubleshooting Windows 7,8,10 Exchange server 2003/2008/2010, Office for Mac 2008.

Server/Workstation image/reimaged/configuration and set up new laptop and desktop for the new hire.

managed install and Configured MATLAB/ACT/Stata/Haver/Toad//one tick/Exceed/Oracle/ Bloomberg /Eikon Reuters. Drivers and market data software/excel add-ins and license issues, Cisco VPN, Juniper Connection

Solid understanding of networks, TCP/IP protocol, firewalls, ports, DNS, and DHCP.

Remote software Bomgar/VMware /VDI / AV support /Cisco call Manager, Cisco, Avaya phone systems.

RMS COMPUTER CORPORATION JUNE 2010- April 2015

Lead Field Engineer Support for WellPoint Inc./Anthem.inc/Blue Cross Blue Shield

Lead OS migration for 1000 users at multiple branch locations of the Anthem Blue Cross densification

Provide Executive support, in-person and remote support regarding computers, data/voice communications, hardware,

Provide support on IBM Maximo asset management and SAP enterprise database management

Strong Knowledge of Mac OSX 10. X and Windows 10 in an Active Directory and enterprise environment.

Managed active directory for corporate end-users and computers Groups ID and policy and security access

Experience supporting Windows XP/7 Server2003/2008, exchange server 2003/7/10/13, Office for Mac 2008

Managed consultant staff to coordinate, build, and test implements OS migration covering video drivers and files.

Experience with MAC OSX operating systems, including Snow Leopard 10.6, Lion 10.7, Mountain 10.8

Support Mobile Ironwork and manage Mobile Iron Admin Portal in McAfee Console.

Support iPhone/iPad iOS operating system unlocks and reset the password and assist the client with Apple Id set-up

Support Symantec /McAfee Endpoint Encryption and Anti-virus Protection threats and ensure definitions are updated

Peak System, Inc. The Representative for JPMorgan Chase & Citigroup CVS, Ann Taylor- Oct 2004 -June 2010

Field Engineer DR/COB reduction, space optimization, equity development, XP migration

Managed OS migration of over 500 users at multiple branch locations. Equity DR/cob densification upgraded.

Managed consultant staff to coordinate, build and test implements OS migration, including video drivers.

Densification of equity DR/COB sites involving 500 location shuffles, upgrading a re-image machine and deployed

Variable staff cost center systems of 400 locations, upgrade network drivers and replace defective hardware.

Coordination of applications with development support engineers and upgraded HPxw62/64/6600 Xeon PC memory.

Troubleshooting system issues related to extension conflicts and preference corruption; set up 10 to 15 Blackberries.

Maintain an environment of the existing desktops’ 1st line of client support for hardware /software Bloomberg Hardware.

Citigroup Desktop Support Analyst

Equity Division - System Administrator

Provided telephone support and desktop troubleshooting for 5000 site users and trained them on managing folders. Implemented to expedite trouble tickets prioritization level 1, 2 issue operation system Bloomberg key drivers.’

Analyzed security configurations, Created/edited GPOs, enabled security auditing: AD/local/file, secure network resources. hardware, Software

Provide Executive support, in-person and remote support regarding computers, data/voice communications,

Office migration: Disassemble network and PBX; reassemble network and integrate into the existing network

Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Specialized in routine maintenance and support of HP workstations, printers, scanners, and Avaya phone systems.

Server/Workstation builds/rebuilds, installations, configuration, customization, and back UPS of market data.

Provide hardware and software technical support to end-users via email, phone, or desk-side, and viruses.

Maintained and supported exchange server 20003 -2007 and Windows XP/Vista systems.

Troubleshoot and resolved the Exchange server issue by working with the Messaging team to manage and support

EDUCATION

TCI College of Technology New York City

Associates in Occupational studies 1998

Major Industrial electronics Technology-computer track

Training on A+ N+ CCNA, MCSA, and MCSE

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