Donald DuBow

Linden, NJ 908-***-**** adyr2a@r.postjobfree.com www.linkedin.com/in/dondubow

SUMMARY

Advanced IT Support professional with 26 years of experience working with clients, conducting training classes for new hires, troubleshooting a wide variety of computer issues. Highlighted competencies include:

- 3rd level IT support and troubleshooting - Equipment recommendations

- Oversight and equipment management - Asset management

- Excellent communication skills

SKILLS AND CERTIFICATIONS

Technical Skills

Operating Systems – Strong knowledge of Microsoft Windows

Software Support – Microsoft Office Suite including Teams and OneDrive, Adobe Acrobat, WebEx, Cisco Jabber, various browsers including Edge and Chrome, and many other software packages

Mobile devices – Support Android and Apple devices

Customer Support Ticket Systems – ServiceNow (most recently) and others

Excellent analytic and troubleshooting skills – Both hardware and software

Asset Management – Hardware Asset Management for clients Pfizer and Merck

Customer Support and Communication – Working with clients a multitude of issues, providing training

Remote Support – Assisting clients and resolving issues for off-site clients

Certifications

A+ (CompTIA)

Lenovo Certification (Lenovo)

PROFESSIONAL EXPERIENCE

COGNIZANT: FIELD SUPPORT REPRESENTATIVE LEVEL 3 January 2022–June 2023

Deskside Special Delivery / Deskside Support and Smartwork Specialist at Merck, Inc

•Troubleshot IT issues and provided general desktop support services for approximately 6,000 people at the Rahway, NJ office; and provided remote support for approximately 1,000 remote US users involved with clinical research (the Smartwork Program)

•Traveled to Merck sites across NJ and MA to provide coverage and IT assistance in order to provide tech support as needed. This flexibilty enhanced the service provided.

•Built and imaged computer systems (typically Lenovo laptops) with the standard client image. Also supported mobile devices including iphones, iPads, and android phones

•Chosen to support an international conference of hundreds of users in Jersey City, NJ

•Provided new-hire tech training approximately four times per year, to approximately 150 new-hires per year. Sessions were both remote learning (Teams) and in person.

COMPUCOM SYSTEMS, INC.: Deskside Support

Client: Merck September 2010 – December 2021

Smartwork Specialist April 2012-December 2021

Independently supported the Smartwork Group, which is approximately 1,000 US-based remote users involved with clinical research at Merck.

Customer Support

•Provided ‘white glove’ service and support to the Smartwork group. This included resolving issues, asset management, inventory management, purchase recommendations, and individually supporting regional and national conferences of the clinical research team. Developed support documentation as needed.

•Managed regional IT strategy, equipment and technology distribution

•Resolved IT issues and oversaw information technology support.

Note: Support included 3rd level support – frequently resolving problems which the MRL Service Desk, the Global Help Desk and SME (subject matter experts) were unable to resolve. Shared resolutions and knowledge with the MRL Service Desk, Global Help Desk and other technicians

•Developed and facilitated IT training sessions for approximately 200 new hires each year

•Ensured that the linkages between the IT organization and Clinical Operations ran efficiently to support Research, Company and Patient goals

•Individually supported regional and national Smartwork (Clinical research team) meetings/conferences throughout the US – resolving IT issues (laptops, connectivity, mobile devices) as they occurred. Also individually supported an international conference in Jersey City, NJ on several occasions.

•Proactively instituted a backup program for the Smartwork users. When a cyber incident occurred, many Smartwork users, including most managers, were able to fully recover all information and email.

Recognition:

Recognized in Merck’s Innovation Challenge in 2020 – with a suggestion that then received the second highest number of votes

Received numerous kudos in email and otherwise, indicating appreciation for outstanding support.

Deskside Special Delivery / Deskside Support September 2010 –December 2021

Part of a team troubleshooting IT issues and providing general deskside support at 2 NJ offices with thousands of users.

Traveled to other Merck sites to provide coverage and IT assistance as needed – including Rockville MD, Boise ID, Omaha NE, West Point PA, Palo Alto CA, and Boston MA. This travel enhanced service delivery and flexibility.

Provided Install Move Add Change (IMAC), Break-Fix and end user support

Client: Pfizer May 2004-September 2010

Deskside Support Technician

Provided IT deskside support at 8 US Sales Offices, a training facility on the NY- Connecticut border, and the NY Headquarters offices in Manhattan, frequently traveling (approximately one week per month) to provide coverage

Proposed, developed, and deployed an asset management system at the 8 US Sales Offices, with approximately 100 users per location. A local server in Parsippany was used with scanners for each office and a bar code system. Don trained the techs at each location. The program was so successful that Pfizer then implemented a company-wide asset management system.

From headquarters, provided on-site support and remote support for thousands of users, including about 40 per year in a global program to assist NGO’s (Non-Governmental Organizations).

Other COMPUCOM Clients:

Discover (Media Company), SES Americom (Satellite Company), Sovereign Bank and First Union Bank (now Wells Fargo) – Hardware, software and mobile device deskside support

EDUCATION

Rutgers University

Master in Urban & Regional Planning

Duquesne University

Bachelor of Science in Biology

Other

Many courses to enhance software and hardware support

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