Information Technology Desktop Support

WINNICK BLAIN

*** ***** **

HOLLYWOOD FLORIDA ***24

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

CELL# 786-***-****

EXPERIENCE

August 23- Present GLIDWELL DIGITECH DENTAL

RESTORATION LABORTORAY

Doral, Florida

*HYBRID POSITION*

DESKTOP ANALYST II

Working Onsite with project teams to review and assess impact of new business requirements.

Provides tier 2 and tier 3 support for support incidents submitted to IT Desktop Support ensures all work is handled according to established SLAs.

Connected to computer desktops for remote support utilizing remote software including but not limited to SCCM Remote Control Viewer, RDP and Team Viewer.

Serves as an escalation point for complex technical issues.

Monitored and maintain computer systems and networks.

Responded to service issues and requests in a timely manner.

Provides technical support across the company via in-person, email, chat, or phone.

Repairs and replaces equipment as necessary.

Participated in the testing of new technology.

Diagnosed and resolved unique, nonrecurring problems associated with application software and operating systems. Determined the source of the problem and classified its level and nature.

Configured, installed, maintained, troubleshooted, and supported computer workstations, hardware, laptops, printers, scanners mobile devices, phones, and other computer and telecommunications equipment.

Installed and supported PC, laptop, tablet and mobile hardware and software.

Ensuring that desktop computers are interconnected seamlessly with diverse systems including associated validation systems. File servers, email servers, computer conferencing systems, application servers and administrative systems.

Documented procedures, standards, best practices configurations and settings installation.

Working with hardware and software vendors to verify timely product delivery.

Analyzes and makes recommendations for hardware and software standardization.

IT SUPPORT TIER II

Serves as an escalation point for complex technical issues.

Answering IT Support calls and resolving IT related issues for Remote Users

Providing additional support for Glidewell’s 7 other re-mote laboratories.

Diagnose and resolve issues related to desktop computers, including operating systems, applications, network connectivity, printers, and other peripherals.

Install, configure, and update software applications on employee workstations according to company standards.

Provide end-user training on new software and hardware, and maintain clear documentation on troubleshooting procedures

Create, manage, and troubleshoot user accounts and access permissions.

Contributes to technical aspects of key change documentation (e.g. technical requirements, change impact assessments, change implementation plans, change rollout plans).

August 22- May 23 IPOWER

Boca Raton, Florida

MSP TIER II TECH

Providing IT MSP daily support for over 40 different businesses.

Microsoft O365 Platform- Resting PW, Issues Licenses, Creating User, Removing Users, Reviewing & Troubleshooting Users Accounts/Subscriptions.

Appriver- Adding users emails accounts, blocking emails address and domains, release and allow quarantine emails to user’s email address.

Maraki- Monitoring Company’s Networks Routers & Firewalls.

Ring Central Application-Adding new users, forwarding users phone numbers and account management.

Exchange Server 2016- responsible for Share Calendars, Mailbox Delegations. Creating new user mailboxes, Allowing Users Access to other Users mailboxes.

ConnetWise- Mange Ticketing system & Automate.

Troubleshooting User Applications & VPN’s VMware & VDI’s Connectivity

Duo MFA User Account Set Up

Active Directory- Disable, Create and Deleting Users, Adding & Removing Users in Assigned Groups.

NinjaRmm- Managing Ticketing Systems

CrushBank- AI Application

Creating Documentation

Troubleshooting & Assisting users with Printers. Scanners, Scan-To-Email, Scan–To-Folder.

October 20- July 22 NTT DATA / JOHNSON CONTROLS

Miramar & Boca Raton, Florida

DESKTOP SUPPORT TIER I

Responsible for supporting over 850 End Users and Techs by remote and on premises at two different JCI facilities.

Responsible for supporting JCI Miramar (Security and Fire) facility.

Responsible for supporting JCI Boca Raton headquarters (Lab & Testing) facility.

Imaging Dell PC for New Hires and Current employees.

Responsible for troubleshooting over 30 plus different applications and programs such as (Java, Carbon Black, Citrix, O365, Microsoft Windows & Office Products)

Responsible for adding VMware on Windows 10 OS for JCI Security & Fire Techs.

Experience and knowledge in using ticketing system Service Now.

Knowledge of using CMDB, Active Directory & SCCM.

Troubleshooting & Installing VPNs such as Cisco Any Connect & Zscaler.

Installing AirWatch for IPhone Mobile Users

Documentation Building for troubleshooting methods.

Responsible for contacting and working with Dell Vendor regarding warranties for JCI issued Dell laptops.

Average knowledge of networking: TCP/IP, LAN / DMZ / WAN, DHCP, DNS,

January 20- March 20 ENHANCED

Marietta, Georgia

IT TRAINING COURSES

Training In and experienced in Active Directory.

Training for Migration Windows Exchange Server’s (2012R2, 2016).

Training In PowerShell Scripting

Training For Microsoft 365 Azure Cloud

Training for Microsoft 365 License & Applications

August 19- November 19 SABADELL BANK

Miami, Florida

FINANCIAL IT SUPPORT SPECIALIST

Currently managing over 146 users at Sabadell Bank regarding all IT service needs.

Using Service Now Ticketing Systems for daily operations.

Service Now Asset Management Experience.

Service Now Ticketing, (Incidents and Request) Inventory & User Management

Resting/Issuing User’s Passwords for (Windows login & Banking Applications).

Answering Service Calls and remotely troubleshooting issue with users (Outlook, Connecting VPN, opening email attachment, gaining access to application, restoring share drives, Closing an application/program, Installing an application. Launching Anti Vires Live Updates).

Installing Desktops, Docking Stations, Cable management and other Computer necessities need for end user.

Entering Data into Service Now regarding (Incidents, Task and Request) also includes Computer Hardware Inventory and Tracking.

Configuring and Troubleshooting Hardware Devices, Conference Rooms, Data Center equipment (Hardware) Serves and Switches Patch Panel and Ports.

Enrolling Apple Device with a monitoring platform called Airwatch for all company IPhones and Executive Ipads users.

Using Active Directory to create, delete and reset user’s passwords. Also editing users and devises in OU’s and Groups.

Using SCCM to Remote into computers and servers’ devices for troubleshooting purposes.

Responsible for placing service calls and contacting outside IT related vendors

Administrative Account with Admin rights providing MSP services.

August 16- May 19 BARCLAY CORPRATE BANK

Miami, Florida

FINANCIAL IT SUPPORT SPECIALIST

Solely responsible for overseeing 25 desktop bank users.

Responsible for Monitoring the Miami Barclays Bank Data Center Room

Responsible for maintaining and monitoring Barclay’s in-house Data Center which includes over 30 networking devices. (Cisco switches, HP servers, Wan devices, Net App storage devices etc.

Major responsible for implementing Security and Microsoft updates for Barclays Fedline Computer.

Responsible for upgrading all bank users from Windows XP to Windows 7 OS.

Responsible for conducting Network Failovers for disaster recover purposes.

Responsible for installing and deploying new Lenovo PCs to all bank users.

The main IT personal point of contact for the entire Miami Barclay corporate branch.

Monitoring and Troubleshooting user’s profiles, share drives and applications.

Setting up Barclay’s Bank Directors, Board Members, Executive VP’s, Federal Auditors & Barclays Auditors for video conference meeting and other IT services.

Organizing and planning all of Barclay’s IT related business upgrades or down grades.

Installing and troubleshooting printers, IP phones, computers and AV equipment.

Responsible for hardware support and testing new IT related concepts.

Responsible for contacting IT vendors in regard to delivery, security access and deployment to our Bank.

Imaging computers and Laptops for bank users.

February 16- March 16 CITI BANK CENTRAL MAIN BRANCH

Miami, Florida

HEWLETT PACKARD IT CONTRACTOR

Disconnected over 200 HP computers, printers, scanners and IP phones for Citi Bank Hedge Fund Managers, Stockbrokers and Bankers.

Reconnected over 200 HP computers, printers, IP phones and scanners at user’s new locations.

Replaced old HP computers with brand new HP for users.

Installation of Bloomberg Financial software for Hedge Fund Managers.

July 15- Oct 15 ELECTRIC ANTS

Miami, Florida

IT TECH MANAGER

Responsible for overseeing companies’ E-Recycling operations.

Responsible for refurbishing, selling and scrapping servers, switches, server racks,

desktops, laptops, printers and other electronic devices.

Troubleshooting, repairing, software installation, and testing used electronics.

Responsible for managing and training in-house computers technicians.

Computer consulting for small business owners’ clients seeking networking assistants.

August 11- Sept 14 TIGER DIRECT/ SYSTEM MAX CORP

Miami, Florida

CREDIT CARD FRAUD/VERFICATION AGENT

Primary Responsibilities- processing, cancelling, verifying, detecting and investing customer accounts, foreign IP’ address and credit card numbers and billing info.

Contacting all major credit card companies, credit unions and banks, located within the United States, Canada and in the Caribbean. Conducting (name, address and phone) verifications. Also canceling and obtaining authorization codes and opening up charge verification cases for high dollar orders with Banks.

Detecting and stopping a minimum of $30,000.00 dollars’ worth of fraudulent orders

daily.

Responsible for verifying customer’s accounts and processing a minimum of $50,000.00 dollars worth of merchandise daily.

Providing Tier 1 customer service assistant, investigating fraudulent orders and accounts. Identifying and flagging those fraudulent orders within our system. Accessing public Data Bases such as “Accurint” to locate the official credit card holders and advising them that their credit card have been compromised.

December 10- January 11 INTERNATIONAL RECRUITING

Miami, Florida

CARNIVAL CRUISE LINE IT CONTRACTOR

Configuring computer workstations, also implementing and installing Carnival’s software as well as testing Carnival applications.

Troubleshooting, removing and replacing computer components, VOIP phones and other devices.

Setting up Security Profiles for different user accounts.

Testing Carnival’s software applications for any bugs or inconsistencies when navigating.

September 08- November 10 VENALI INC / J2 COMMUNICATIONS

Miami, Florida

NETWORK OPERATION AGENT (NOC)

Primary focus to monitor and troubleshoot all of the company’s global networks and systems.

Responsible for identifying and preventing malicious attacks or fraudulent activity within the company’s network.

Responsible for identifying network outages, contacting and alerting the company’s IT and development department, remoting into servers and other devices, tracking and updating tickets by contacting Telecom providers.

Remoting into servers checking for errors in event viewer, restarting programs through Microsoft services, enabling or disabling applications and shutting down servers and other devices without disrupting traffic flow for business operations.

Able to demonstrate expertise using network monitoring tools to monitor and operate several network sites supporting 100 + devices.

Responsible for providing 2nd level technical support for fax over the internet network, including troubleshooting voice, and data (IP) traffic.

Provide specialized technical maintenance and recovery support and services for the network and centrally managed multi-platform systems environment.

Provide leadership in resolving network and system problems, select, and follow appropriate outage/recovery procedures.

Perform searches in internal company databases for circuit order details, customer information, outage notifications, POP/Switch site information.

April 07- August 08 ALLIN INTERACTIVE

Fort Lauderdale, Florida

INTERACTIVE TECH

International business traveling to European countries such as, (Italy, Netherlands, Germany, England, Finland, and France) for onsite company projects.

Knowledge and experience of building server racks and switches for IT projects.

Testing and configuring LCD televisions with “Set Top Boxes” and configuring LCD televisions into “Hotel Mode” for major cruise ships.

Installed and assembled over 4000 Interactive Commanders units with RF cables, power supply and filters for ROYAL CARIBBEAN INDEPEDENCE Cruise Ship, FRED OLSON BALMORAL Cruise Ship, NCL GEM Cruise Ship, COSTA SERENA Cruise Ship cabins.

February 07- March 07 INTERNATIONAL RECRUITING

Venice, Italy

IT CONTRACTOR CARNIVAL CRUISE LINE

Responsible for deploying, installing, configuring & performing cable management for over 350 (POS) Point of Sale units, as well as over 300 desktop computers for over 40 different departments on board.

Responsible for installing & configuring over 35 printers for local and networking environments.

Installing, & downloading drivers & applications from servers, renaming & changing security files, troubleshooting Windows and Carnival applications.

Assisting Carnival IS Managers with configuring and programming Cisco phones for onboard crew members and inventory equipment.

January 06- November 06 CYBERNATION (BELLSOUTH)

Miami, Florida

BELLSOUTH DSL INTERNET TECH

Troubleshooting, installing, upgrading and repairing DSL internet at residential and commercial business sites.

Troubleshooting and wiring residential network interface device box, as well as business 66 blocks for DSL signal.

Setting up DSL internet residential and business networks for wireless or hardwiring capabilities.

Configuring, troubleshooting and replacing BellSouth routers, modems, 802.11g a

EDUCATION

Miami Killian High School September 94- June 98

Miami Dade College September 02- December 02

ITT Technical Institute June 04-December 06

(Associate Degree Computer Science)

The Academy IT Cert Training June 2017- 2018

(A+ 8 weeks, Network + 8 weeks, MCSA 8 weeks,

MCSE 8 weeks, CCNA 16 weeks of training.

IT TRAINING & KNOWLEDGEABLE SKILLS

Windows 7, Windows 10 & Windows 11 Operating Systems

Cisco Routers

Cisco Switches

Storage Servers (Net Apps)

DSL Internet Network & TCP/IP

Microsoft 2003, 2012 & 2016 Server & Active Directory

SCCM

WAN & LAN Networking

General knowledge of Telecommunication Technologies

Microsoft 365 Platform, Licenses & Applications

Remoting into Servers using VNC, Timbuktu, Ninja RMM

Screen Connect

Knowledge of telecom, messaging, and/or faxing

CrushBank AI Application

Ninja RMM Ticketing

Unix and Linux Operating Systems

Detecting Cyber Fraud for Ecommerce Corporate Websites

INTEREST & HOBBIES

Community Activist against Gentrification, Traveling, Recording Music, Sports, Promoting & Participating Community and Musical Events, watching World News on International and Domestic affairs, Reading, writing musical lyrics, essay’s and articles, spending quite time for creative thinking purposes.

Contact this candidate