BRUCE RILEY

HELP DESK SUPERVISOR – SYSTEMS SPECIALIST

551-***-****

adzhf3@r.postjobfree.com

WOOD RIDGE, NJ

OBJECTIVE

To obtain a challenging position with growth opportunities where my 25 plus years of technical experience and overall knowledge of computer systems will be beneficial to my employer.

SKILLS & ABILITIES

Expertise in all Microsoft Operating Systems, including Windows 7, Windows 10, and Windows 11. Fluent in Microsoft Active Directory Administration, Office 365 Administration, Azure, and Exchange. Proficient with multiple ticketing systems. Great troubleshooting skills with Dell, HP, and Asus desktop/laptop computers, various printer makes and models, phone systems, as well as tablets and mobile devices. Knowledgeable in SonicWall administration, NetExtender VPN, and software programs such as FoxIT PDF, Adobe CloudSuite, SolidWorks and Infor ERP.

EXPERIENCE

Nov 2018 – Sept 2023 IT Service Desk Supervisor/Systems Specialist

Regenity Biosciences (formerly Collagen Matrix, Inc.), Oakland NJ

Supervised and maintained the company Help Desk ticketing system, using both Fresh Service and Zendesk. Handled most support tickets individually and assigned others to appropriate support team members.

Administered the company’s Employee Resource Planning (ERP) system using Infor. Added users, assigned proper rights, troubleshooted issues when necessary.

Spearheaded a project to change the company phone system from physical phones to a software-based Microsoft Teams phone system using 8x8.

Responsible for supporting Microsoft Teams Video Conference Systems using both LogiTech and Polycom hardware.

Used Datto to remote into user computers to troubleshoot and fix a wide variety of issues.

Created and disabled all users through Active Directory. Assigned licenses in O365 Admin, and Azure.

Ensured all users were given the correct network access rights to various shared drives.

Troubleshot all printers including Konica Minolta, Brother, and HP.

Configured all desktop and laptop computers.

Kept a detailed inventory of all IT related hardware and software licenses.

Documented all issues.

Nov 2000 – Nov 2018 Network Administrator

Dan Klores Communications, New York, NY

As the sole on-site computer technician, I was in charge of the company’s entire computer network system. This included several servers, switches and routers, as well as approximately 150 Windows 7/10 workstations, MAC computers, and fifteen printers.

Remotely supported users working out of offices in DC, San Francisco, Los Angeles, Chicago, and Miami.

Performed routine maintenance on the servers including running nightly backups and keep the servers up to date with security patches.

Led a project to install a Cisco cloud-managed wireless system. Maintained the system after installation.

Responsible for maintaining the Microsoft Outlook e-mail system, including adding users, distribution groups, and managing individual mailbox rights.

Accountable for diagnosing and solving all computer related issues – both hardware and software, including installing memory, replacing power supplies, motherboards, etc.

Was in charge of replacing the entire phone system with a VoIP Cisco based system. Provided support for the system after implantation, including adding and configuring users, as well as fixing issues.

Negotiated a company-wide migration from an internal file system to Microsoft SharePoint, allowing users to access critical documents regardless of location.

Was in charge of purchasing all computer equipment for the company, including PCs, printers, peripheral devices, toners, etc.

EDUCATION

May 2007 Bachelor of Science

Montclair State University.

Majored in Management Information Systems. Graduated with a 3.95 GPA and made the Dean’s List every semester. Was presented with the Dean’s Award for Most Outstanding Student in Management Information Systems upon graduation.

COMMUNICATION

Very strong written and verbal communication skills. Keep all communication among colleagues professional and pleasant.

LEADERSHIP

Able to manage several projects simultaneously. Work very well individually or within groups.

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