SKILLS SUMMARY

A dedicated and self-motivated Second Level Desktop Support Technician with over a decade of experience. Having effective communication skills, and specializing in executive support, I can keep a calm and professional demeanor during all situations. My overall objective is to provide dedicated assistance to all clients in a timely manner. I possess the following skills:

Hardware: Dell, Lenovo, HP, Apple Desktops, Laptops and Printers. All Mobile iPhone/iPad, Android, Blackberry. Medical Workstation Carts and Kronos Clocks.

Operating Systems: Windows XP - 10, Mac OS and iOS

Software: MS Office, Adobe CC, Endnote, SPSS, SecureDoc, Bitlocker, Symantec PGP, Maas360, Symantec and McAfee.

Incident Management Software: CA Service Manager, BMC Remedy and Track-It.

Remote Desktop Tools: Bomgar Cloud, Remote Desktop Connection and SCCM.

Working Knowledge: Banner, EPIC and Intermec Printers.

CAREER EXPERIENCE

Montefiore Medical Center Bronx, NY

Desktop Support Specialist – Level 2 (Promoted) 08/2008 - 04/2023

Assisted with VIP incidents and requests tickets.

Handled special assignment from management.

Installed web cameras and testing in video applications MS Teams, Skype and Zoom.

Performed Troubleshooting of LAN network connections from client’s device location to the MIT Closet.

Isolated, performed troubleshooting and resolved WiFi connection complications.

Installed, configured, and performed Troubleshooting of US Bank check and credit card readers.

Note: Performed all responsibilities listed under Senior Desktop Support Analyst title (below).

Our Lady of Mercy Hospital Bronx, NY

Senior Desktop Support Analyst 01/2005 - 08/2008

Image supported standard computers through PXE boot.

Administered domain accounts in Active Directory and Domain infrastructure.

Registered and staged computers, scanners, and printers to join system to organization domain.

Scanned and clean virus infections.

Replaced various internal components.

Installed printers locally, setup others as network, and perform maintenance on local and network printers.

Conducted Medical Workstation configuration.

Installed, replaced, and configured Kronos Time Clocks.

Performed Troubleshooting PDA connectivity with Maas360 software.

Performed back up, restoration and data migration.

Blackberry Server Administration.

Performed maintenance and Map computers to departmental file server.

Mercedes Benz Montvale, NJ

Desktop Support Analyst 03/2001 - 01/2005

Provided phone customer service support to clients in various locations on four campuses.

Responded to client emails and voice mail messages addressed to the Help Desk.

Chronicled all problems and requests communicated to the Help Desk using Track-It.

Worked with second/third level support staff on operational and production issues.

Initiated corrective actions to improve ITS department procedures to optimize our environment.

Installed and configured various end user devices, such as computers, printers and scanners.

Troubleshoot hardware /software issues with clients via telephone and remote access.

Relocated computers and other components to their offices or cubicles.

Adhered to SLA as outlined in the company’s Policies and Procedures.

C3I Morristown, NJ

Lead Help Desk Analyst / JR Siebel Administrator 01/1998 – 03/2001

Monitored calls coming in for observation of calls for evaluation.

Push down packages from Siebel.

Walked clients through issues with logging into outlook as well as issues with outlook.

Unlocking clients when locked out of AD.

Created email distribution lists and custom recipients using Exchange Administrator.

EDUCATION & Certifications

Google IT Support in progress

CompTIA Network + 2004

LIU/CW Post Brookeville, NY

BA – Information Systems 1993 - 1995

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