Desktop Support Be A
Resume:
Allen Plong
Houston, TX *****
*****.*****@*****.***
Work Experience
Senior Helpdesk Analyst
EDF Energy NA
November 2023 to Present
• Supporting up to 100 users and VPs for trading floor located downtown Houston.
• Troubleshoot and resolving hardware issues, i.e. Dell and HP laptops and desktops, printer issues. Hard drives and memory upgrades.
• Imaging and deploying applications with Ivanti migration software for Dell and HP laptops and desktops.
• Troubleshoot and resolving software issues, i.e. O365, MFA, Azure, Entra, VMs, trading software, i.e. Ice, Tableau, Snowflake and Endure.
• AD administration. Creating users accounts for new hires. Unlock user accounts. Creating permissions mailbox folders and distribution groups Azure, and AD.
• Setup and configured Outlook and Teams for Android and IPhones.
• Helpdesk duties. Responding as first call resolution. Logging calls in Cherwell ticketing system.
• New hire laptop setup.
Imaged laptops. Create new hire AD account using AD or ADHQ. Add AD group memberships after hiring manager approval. Installed and pushed out department applications using Ivanti.
Emailed new hire welcome letter to hiring manager. Activate new hire AD account on the hiring date. Guide new hire through the log in process. Created and activate new hire badge in the Genetic badging system. And email building facilities to activate.
Guide new hire to setup MFA for their laptop and personal phones.
Setup/Troubleshoot AV issues in Crestron conference rooms.
Participated in project Atlantic. Assisted and resolved users issues with Office365 account verification i.e., Outlook and Teams on their laptops, desktops, and their Iphones and Android phones.
Troubleshoot and resolved users MFA issues during Project Atlantic.
Desktop Support Analyst-LEAD
Everest DX Inc.
January 2021 to September 2023
• Supporting up to 150 users and VPs at the corporate office.
• Installed local printers and mapping network printers for users using PrinterLogic printer tools.
• Deploying and setting up desktops, laptops, and tablets for users.
• Responsible for new hire setup sessions. Deploying laptops. Verifying user login credentials. VPN, Outlook, OneDrive, MS Hello, OKTA authentication, and network printer and network drives setup.
• Hardware troubleshooting replacing Dell batteries, installed desktop memory, hard drives, and etc.
• Resolving users applications issues onsite and MS Quick Assist or Kaseya for remote users such as, Office365 (Outlook, Teams, and MS OFFICE suite). OKTA authentication, Microsoft Hello, VDI, Quorum, Citrix Receivers session issues.
• Installed and troubleshooting Polycom IP phones and Creston AV system in conference rooms.
• Imaged Dell desktops Optiplex 7090 and Dell laptops 9420 and 5430 using PXE SCCM to Windows 21H2.
• Installed MAC OS and applications for Senior VPs and upper management on MacBook Pro laptops. Resolved issues and installed the latest software IOS patch for IPads, and IPhone.
*Deployed 100-150 laptops and desktops EOL project. Export and import users Chrome and Edge book markers. Mapping network printers and installing users dept. applications from Software Center and SCCM.
• Using SCCM to push updates, patches to user desktops and laptops.
• Adding users to software groups in AD.
• Resetting and unlocking user accounts in AD.
• Adding users to O365 F5 and Google workspace licenses.
• Open and Closing up to 25 tickets daily with Service Now.
• Team lead for three on-site technicians. Assigning Service Now tickets and requests and act as a mentor for the Desktop Support Team.
Managing IT inventory i.e., monitors, laptops, desktops, and other peripherals on a daily basis. And other duties assigned by management.
Senior Desktop Support Analyst- LEAD
Distribution International
May 2018 to December 2020
• Strong customer service from VP's to warehouse workers.
• Supporting hardware and software issues up to 250 users from the corporate offices and branches across the US and Canada distribution mailboxes.
• Wi-Fi access, group drive mappings and O365 Office suite.
• Creating new user account; granting user license for new users; resetting and unlocking AD account.
• Configured Citrix VDI Sessions.
• Resetting client sessions using Citrix Director.
• Remote into client laptop or desktops using Kaseya, Service Now, Team Viewer, Skype screen sharing, and remote assistance to resolve user software issues.
• Imaging and deploying applications Dell laptops Latitude 7480 and Optiplex 3050 desktops using Microsoft System Center and SCCM for automated software push and updates.
• Deploying laptops and desktops at user site.
• Activating Outlook account on iPhone and Android smartphones.
Senior Desktop Support Analyst-LEAD
Randstad
August 2008 to April 2018
• Provided executive level support for VP's/C-Suite, and up to 250 end users.
• Supported over 100 various types of local printers, such as, HP LaserJet 2100-8150, and Network printers Xerox MUD'S 5300- 7600 series.
• Dell Hardware Refresh/ Windows 7, Windows 10, and Bloomberg terminal PC Rollout: Configured and deployed new Dell Optiplex GX980 and GX7040 desktops, Dell Latitude E6430, E6430u, E7000 series laptops and also MacBook Pro. Ensured all critical data and applications are backed-up from old computer .Afterwards, transfer necessary files from old computer image, then deployed and verified with client on-site.
• Daily PC and laptop deployment; configured and deployed Dell Optiplex GX620- GX755 desktops and Dell Latitude D620-630 laptops.
• Complete daily termination request. Removed Dell Optiplex GX620- GX980, monitors, local printer. Laptops, such as Dell D620-D30 laptops. After hardware removal completed wiped hard drives using Data Gone software.
• Monthly hardware disposal using Dart to completely wipe data from desktops, laptops, servers. Disposal includes monitors, printers, and any obsolete electronic equipment. Configure and setup, troubleshoots, resolved, or install, Windows 10, Windows XP SP2, Windows7, Vista Business SP1, MS Office 2003-2007, Visio, Internet Explorer 7-8, Safe Boot for laptops and Blackberry devices. Remedy 7.5, SRC- Service Request Center, MS Office 2003- 2007, Citrix, Visio, Internet Explorer 7-8, Safe Boot, Lotus Notes, Attachmate Extra Mainframe, Remedy Ticketing, Symantec Antivirus, Symantec Firewall Client.
• Setup and imaged daily 10-15 Dell GX620-755 desktops, Dell D620-630 laptops to image using Power Cast software.
• Xerox MFD'S Project. Successfully deployed thirty Xerox MFD'S for the LA offices. Clone, configured and verified LDAP, and SMP settings for scan to email feature, scan to network Verifying and patching network connectivity from user workstation to the network closet. Activating and deactivating Avaya phones (TTI). Verifying phone ports on the user desk for live connection to the main phone switch in the phone closet. When phone ports are not live, manually trace port and punch corresponding phone port number at the phone closet.
Education:
Gates Technical College
High school diploma
Skills
SOFTWARE:
Microsoft System Center, SCCM, Service Now, Remedy 7.5, SRC- Service Request Center, MSOffice 365. Windows Bitlocker. Active Directory, Citrix, MS Exchange, Visio. OKTA authentication. Citrix VDI, MS Quick Assist, O365, Windows 11 22H2, and MS Hello.
HARDWARE:
Dell Latitude E7500 series, and Dell Optiplex GX9050 series, HP LaserJet printer series, Xerox and Kyocera laser printers, Apple IOS and Android smartphones, Wireless Access Points. HP Desktop series. Xerox MFD'S 5300-7600 copiers.
NETWORKING: DHCP, DNS, TCP/IP, VPN, switches and routers, IP Phones. Network closet patching, Avaya phones. Tracing, digital/ analog phone lines patching, punched down digital and analog lines to activate phone lines. Servers decommissioning. Tracing and patched CAT6.
OPERATING SYSTEMS:
• Windows 11 23H2
• Windows 10
• MAC OS
Certifications and Licenses:
CompTIA A+
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