Desktop Support Technician
Resume:
SAMUEL LARYEA
***********@*****.***
Professional Summary
Service-oriented Desktop Support Technician with 5+ years of experience. Combine deep technology knowledge with strong communication skills to provide high-quality support and solutions. Expertly balance multiple priorities, and quickly isolate and solve users’ technical problems in a fast-paced environment.
Participation in network upgrade, as well as testing and maintenance of software. Experience in imaging, reimaging, deinstallation of PCs, Network troubleshooting, adding users to AD and other groups, add and remove PC from network domain. Experience with services now ticketing system. Printers’ installations, troubleshooting of printers, and end users’ daily IT issues.
Professional Experience
Bristol Myers Squibb Devens (BMS), MA - Contract
Position: Benchtop IT Support - March 2023 on going.
Job Responsibilities:
• Provide support for the administration of benchtop instrumentation applications and IT administrative tools within a GxP environment.
• Monitor and manage email and ServiceNow ticket queues
• Add user to benchtop laboratory instrument per BMS work practice.
• Collaborate with vendor support to drive resolution of production support items
• Disable user account from laboratory instrument per BMS work practice.
• Provide support for all laboratory instrument types such as Sepax, Cellometers, Brooks freezer, Bio–Rad, Nexgen and Flow Cytometers in QC and MFG.
• Create vendor account to enable third party to have access to QC and MFG laboratory instrument per BMS work practice.
• Serve as the initial contact for reporting of technical issues and answering questions regarding software, hardware, and/or network issues.
• Accurately diagnose and resolve technical issues.
• Effectively escalate issues to the appropriate resources when necessary
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation
• Disable and add vendors account from benchtop instrument from in QC and MFG laboratory instrument.
• Use SNOW or services now ticketing system to provide benchtop support services in resolving incident and task.
Honeywell / Pheonix Control
Position: Onsite IT Engineer - Acton, MA
February 2021 – May 2024
Job Responsibilities:
• Image management includes OS deployment, Azure, and installation of license engineering software.
• Knowledge of network connectivity, network services, and network security
• Hands on experience of supporting Windows PC and mobile devices.
• Experience of patching Operating Systems and applications, firmware upgrade, and Cybersecurity tools. responsible for researching, designing, implementing, configuring, and validating Configuration Management Database
• Manage and triage major or minor production system incidents
• Ability to effectively communicate with both technical team and non-technical team.
• Network support, Windows configuration, end point support, troubleshooting, connectivity, integration with the network team.
• Exchange/outlook mail, Installation and troubleshooting at the other client end tools like Teams, One Drive, One Note etc.
• Deinstalled computers and users from the network.
• Updating network equipment to the latest firmware releases.
• Provides coaching and mentoring to new employees and existing employees on how to navigate through Service Now and IT Direct.
• Work on Network Printer and Secure Printer and installation and troubleshooting.
• Maintains ServiceNow queues by actively communicating with end user.
• Support access buildings and provide support in business continuity or disaster situation.
• Provide Cloud Services: Azure, AWS, Office 365, SharePoint
Education Background:
Bachelor’s degree in information management system – Hellenic American University NH
Course M.s: Network Administration, Network Security, Programming fundamentals, Business management, Strategy etc.
CISCO Certificate - CCNA
Basic Skills
• Networking experience (CCNA, DNS, DHCP, routing, switching)
• Network configuration, speed testing etc.
• Knowledge and Worked on SCCM
• Experience in creating KB documents and user training.
• Microsoft Azure, AWS, experience in Windows 10 and windows 11 environment.
Contact this candidate