Desktop Analyst Support Associate

Josephine Volturno

** ***** ***** ******, ** ****8 203-***-****

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

Technical Classes

Network A+ Certification, VM ESX Virtual Infrastructure 3.5, MS2261 -Supporting and troubleshooting MS Windows, MS 2262 – Supporting Users running applications on MS Windows OS, MS 2199 – Jumpstart Active Directory Fundamentals, MAC OS Support Essentials, Exchange 2010, Windows Server 2008 SKILLS

Operating Systems: Windows 10, MAC Monterey IOS and Android Software: MS Office 365, Google Suite for Business, Adobe Creative Cloud Remote tools: Team Viewer, LogMeIn, Remote Desktop, ConnectWise Helpdesk Software: Service Now, Zendesk, Jira, Track IT Virtual Software: Citrix Workspace, VM Horizon, RMM Video Conferencing Software: Zoom, Blue Jeans, Google Meet, Webex EXPERIENCE

7/21- 3/1 Promonotory Mortgage Path Danbury, CT

Desktop Engineer

● Daily Help Desk Support for Fulfillment Clients remote and onsite

● Configure and deploy new pc and mac laptops

● Assist users setting up mobile devices to access corporate email

● Create new and manage user accounts in Active Directory

● Assists users on how to connect to VPN

● Perform New hire onboardings teach users how to use PMP tools and software

● Troubleshoot software and hardware issues

● Log customers calls and correspondence using Jira ticketing system 11/20-04/21 Compass New York, NY

Agent Experience Manager

● Support daily Real Estate Agents located in Darien and Westport offices

● Trained and supported Agents on Compass software platform

● Performed new Agent technology onboardings

● Responsible for Agents state license and board transfers

● In charge of ordering For Sale and Open House signs and Business Cards

● Trained and assisted Agents in adapting to Google Suite of tools

● Responsible for updating Agents pages on the Compass Website

● Trained and assisted Agents on Mobile device Compass App and Google mail 02/20- 10/20 MNI Meredith Corp, Stamford, CT

Tech Analyst

● Break and Fix support for 150 MNI employees in Stamford office

● Responsible for Windows update

● New Hire tech setup and training

● Setup AD accounts for new hires

● Provided support for Webex meetings

● Ordered and maintained laptop inventory

● Imaging computers using SCCM

● Trained and assisted users with VPN

02/19 – 02/20 Compass, New York, NY

IT Support Associate

● Support 200+ Real Estate Agents located in 5 offices in Westchester and 2 offices in CT

● Upgraded Switches and Firewalls in remote offices.

● Setup new offices with internet access, switches and firewalls

● Upgrade and install new software for Agents, i.e.: Microsoft, Adobe

● Instruct Agents how to use Onelogin Multi factor authentication

● Setup hardware and provide training for new hires

● Install and maintain hardware for Blue Jeans Video Conferencing.

● Setup and support Dial Pad phone system

09/18 – 02/19 WWE Corp, Stamford, CT

Help Desk Technician

● Provided hardware and software support 800 people, located in Stamford and World Wide.

● Imaged and deployed PC using SCCM image and Macs using JAMF

● Deployed and managed mobile devices

● Conducted all new hire orientation

● Provided training in Google Suite

● Installed and repaired software

● Setup new workstations, with monitors, phones and computers

● Install and setup VPN Client

● Setup and installed multi factor authentication DUO application 01/11 – 09/18 Conde Nast, New York, NY

Technology Analyst

● PC, MAC mobile and file support for 2000 clients located in the NY office.

● Mobile device deployment and maintenance

● Setup and monitored video conferences

● Replaced and upgraded memory and hard drives

● Installed network printers

● Provided training for Google Suite, Microsoft office, Zoom and Zendesk

● Maintained IT department web page on company intranet

● Managed helpdesk articles in company internal help center 9/07 - 12/11 RC Bigelow, Fairfield, CT

Desktop Analyst

● Provided PC, network and file server support for 300+ people in the Fairfield Office and remote sales persons

● Installation, diagnosis, repair and maintenance of software and hardware

● Purchased and deployed new hardware

● Provided Microsoft Office training

● Lead in Video Conference install in Executive Board Room

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