Desktop Analyst Support

Dale Green, New York, NY

***********@*****.***

Phone: 646-***-****

Objective

A Career in Information Systems management/User Support Management utilizing strong analytical and communication skills, experience, and college training; and learning innovative technologies and systems.

Education

Pace University, Seidenberg dept. of Computer Science New York, NY

Graduate level studies Information Systems (Cyber Security) May 2015

Berkeley College New York, NY

B.Sc. Information Technology Management December 2014

Technical Summary

Operating Systems/Platforms: Windows /Server 2008 /Vista/XP/7/10, 11, Mac OSx, Blackberry BES, Exchange Server, Unix-based,

Software/tools: MS Office365 applications /Word, Visio, Access, Excel, PowerPoint, Outlook, SharePoint Sites, OneDrive and Skype for Business, MS Teams; Video Conferencing with Zoom, TeamViewer, Dropbox, etc. Symplicity, Banner, Visual Studio, C++, Remedy, ServiceNow ticketing systems Bloomberg Installations, EasyVista ticketing, Lotus Notes mail, iManage, Norton Systems Works antivirus firewall, BitDefender, AutoCAD, Revit, BlueBeam, Norton Ghost, Win VNC, VPN, McAfee v7.0/7.1/8.0, MS SQL, Php/Apache, System Management Server, Citrix Desktop, VMware, VPN, Cisco Meraki VPN, Forticlient installation, Sophos Antivirus/firewall, SCCM, INTUNE/MECM /Autopilot. Azure AD, Go to Assist, DameWare remote support, BOMGAR, ITIL v3 studies, Project Management, Crestron Audio/Video support; Gsuite, SPLUNK, TrackIT ticketing, LanDesk ticketing. DUO Multifactor authentication, Docusign, SecurePulse VPN, Logmein Remote support, Jabber soft Phone; Intelligenthub MDM (mobile device management); Palo Alto WiFi Networks

Hardware/Other: install & configure local/network printers or scanners, modems, low voltage cable installation and cable management, network interface cards, projectors, install data ports, and drives, softphone, mobile devices (smartphones, tablets, mifis/aircard)

Ancillary Areas: mobile device support, troubleshoot software/hardware performance, system updates, and Network connectivity, Diagnostic Tools, Antivirus, Memory Management and Active Directory, SCCM, Ghost, Installation/configuration, and support of Microsoft Office 365.

Experience

KensworthComptechEduserve (Self-employed) New York, NY

Oct. 2020 to present.

Multiple short term IT projects with various companies:

currently as IT tech – support engineer at an MSP – as directed

- Understand network technologies and provide home and office network support

Assisting executives and their assistants with training on IT systems and other relevant technologies

Providing fast and accurate solutions to executive user issues, including Phone, Email, Web, Desktop, Networking, applications etc.

Providing direct end user support for various IT related issues

Liaising with the AV team to provide technical support for Audio Visual system including Video Conferencing and Telepresence

Performing day to day call monitoring and escalation, including procurement

Providing executive technical support for home visits, events and hands on desktop technical support within the business

Industries-Finance, Education, Government, Legal(Law Firms)

Fordham University / Tech support Analyst Bronx, NY

(Temp/contract) Feb.2020- Oct.2020

network connectivity (wired/ and wireless)

printer and PC install/assembly (system components setup/install),

Provide Technical support to organization (including VIP support), Remote login/Phone support.

Password resets and User permissions/policies (files and resource access) network connectivity, printer, and PC

Setup Antivirus firewall and update antivirus, process account unlocks and password resets, when necessary, on various environs –Citrix/Windows 7/8/10

Drive mapping/access

Network and local printers’ setup/connectivity (using remote tools); Printer configuration,

Video Conferencing (Zoom, Skype, Google meet, etc.)

otools - Track-IT, IntelligentHub mdm; CUNYFIRST CRM, CUNY Portal, MacAfee, CRM, SCCM, Blackboard Collaborate Ultra, Banner, Active Directory permissions/pwd reset

Hostos Community College / Service Delivery Analyst Bronx, NY

(Temp) June 2019-Feb. 2020

Moves, adds, and changes.

network connectivity,

account unlock/ disable/enable

printer and PC install/assembly (system components setup/install),

Desktop/deskside support (including VIPs), Remote login/Phone support.

mobile device support; documentation; Windows 8.1 and Windows 10.

otools - Track-IT, IntelligentHub mdm; CUNYFIRST CRM, CUNY Portal, MacAfee, CRM, SCCM, Blackboard Collaborate Ultra, Banner, Active Directory permissions/pwd reset.

Fashion Institute of Technology New York, NY

- Service desk Support Analyst July 2016 to Dec. 2018

Support ancillary staff, and Students with accounts

on Symplicity, and Banner, SOP documentation.

Syska Hennessey/ Service Delivery support New York, NY

August 2016 – January 2017

Moves, adds, and changes.

network connectivity,

printer and PC install/assembly (system components setup/install),

Desktop/deskside support (including VIPs), Remote login/Phone support.

Video Conferencing (Zoom, Skype, Creston, Google-meet, etc.)

mobile device support; documentation; Office365 support; Track-IT, CUNYFIRST, CUNY Portal, SCCM

Office of the Mayor-NYC New York, NY

Desktop support Engineer 2014 – 2016

PC rollouts/rebuilds, helpdesk queries, break fixes, telephone and printer issues as needed.

Phone moves, adds, and changes.

o network and WIFI connectivity, printer and PC install/assembly (system components setup/install),

oDesktop/deskside support (including VIPs), Remote login/Phone support; mobile device support.

odocumentation,

oMentor\Direct Technology interns (tier 1 and 2 supports);

o Liaise with Vendors for support as needed.

oOffice365 migration Support. Tools – DameWare, VPN, Remedy, SCCM, Symantec Antivirus

Berkeley College New York, NY

Fulltime Information Technology Student 2012-2014

Systems analysis and design (SDLC), Database structure, CRM, ERP, Project management, Business applications, Network protocols (OSI), Client-server, Case studies in Cloud technology and distributed systems, technical writing, Information systems management, Business communications (national/global) management

IT/Technical Support Consultant – various contract computer projects

New Jersey/ New York, NY

2007-2007

Cablevision

Reuters

TD Bank

Chase

Individual clients (small businesses)

Assisted clients with varied computer related issues (setup routers, consultation on best practices for computer systems performance issues) and maintained printers, and other devices.

Installed/updated software and hardware as necessary; low voltage network connections, and projects, provided phone and deskside support daily to over 200+ personnel.

Dept. of Homeless Services - New York, NY

Certified LAN Administrator I\ Desktop analyst 2007 - 2009

Earned MCP as Microsoft Certified Desktop Support Technician Moves, adds, and changes.

network connectivity,

printer and PC install/assembly (system components setup/install),

Desktop/deskside support (including VIPs), Remote login/Phone support.

Pwd reset/

User permissions/policies (files and resource access) network connectivity, printer and PC install/assembly (system components setup/install), Desktop/deskside support, Remote login/Phone support.

Setup firewall and update antivirus, process account unlocks and password resets, when necessary, on various environs – Unix/Citrix/Windows.

Drive mapping.

Network and local printers’ setup/connectivity (using remote tools); Printer and Fax installation and configuration,

Video Conferencing, Service and maintenance of printers or liaise with OEM support when needed; Mobile device support (blackberry, Android, iPad/iPhone).

Configure PComm Sessions. PC imaging. Microsoft Certifications in Desktop support.

Systems: IBM (Lenovo) ThinkPad, Dell, Apple MACs, HP,

Printers: HP, Dell, Lexmark, Xerox, Muratech, Brother (lasers), Toshiba

References:

As needed

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