Onsite IT Technician
Resume:
**WILLIAM JENKINS**
Bergenfield, NJ • 203-***-**** • ******************@***.***
**PASSIONATE IT ENGINEER**
IT Service Delivery • Help Desk • IT Support Analyst
Tech Troubleshooter • Help Desk Hero • ServiceNow Expert • End User Empowerment
Skilled Solutions Implementer • Adept Critical Thinker • Implementing Emerging Technologies
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**WORK EXPERIENCE**
**Sky Systems (Novartis Pharmaceuticals); Morris Plains, NJ**
*Onsite IT Engineer* (Feb 2024 - Present)
- Responsible for computer imaging (Kronos) and backing up computers.
- Ensure quality assurance of PCs for cleanroom environments, including desktops, tablets, touchscreen devices, and laptops.
- Configure various IT equipment, including label printers, balances, and barcode scanners.
- Provide support for data centers in IDF environments, delivering white glove support for manufacturing departments.
- Manage user accounts for QC lab equipment such as BacT, Factsuite, Growth Direct, and Quant Studios.
- Utilize ServiceNow, Novasol, and Blue Mountain ticketing tools.
- Familiar with the escalation process in a multi-tiered IT environment.
- Knowledgeable in SAP and MES.
- Manage GxP documentation and logbooks in accordance with GxP practices.
- Certified in septic gown usage for one year.
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**Valley National Bank; Wayne, NJ**
*IT Support Specialist* (Oct 2021 - March 2023)
- Delivered high-quality technical support to over 4,000 U.S. employees by addressing software and hardware issues via the ServiceNow ticket system, phone, and email.
- Monitored system performance for 12 devices to ensure optimal functionality.
- Diagnosed and resolved a wide range of software, hardware, and connectivity issues while also providing technical training to end users.
- Collaborated daily with DevOps to investigate application-related issues, ensuring proper functionality.
- Worked closely with user management for accurate computer setup across business units.
- Demonstrated timely, quality customer service with a results-driven approach.
- Streamlined the offboarding process by efficiently managing user emails and accounts.
- Provided remote access support for global employees, enhancing productivity.
- Managed multiple tickets simultaneously, resolving issues within four hours.
- Led data migrations, email setups, and network mapping for users.
- Orchestrated user onboarding with Single Sign-On (SSO) authentication.
- Configured new computers to maximize efficiency.
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**GFI World; New York, NY**
*IT Support Specialist* (Nov 2019 - April 2020)
- Provided high-quality, personalized technical support to a global workforce of over 1,500 employees via the ServiceNow ticket system, phone, and email.
- Optimized computers using Active Directory, user permissions, Windows 365, and VMware.
- Regularly monitored the performance of 12 executive devices to maintain optimal functionality.
- Handled an average of 25 daily support requests effectively.
- Collaborated with the DevOps team to resolve application issues for smooth program operations.
- Executed data migrations, email setups, and network mapping for end users seamlessly.
- Worked with user management for accurate computer setup across business units.
- Minimized downtime by troubleshooting hardware and software issues.
- Offboarded user emails and accounts promptly within the given timeframe.
- Streamlined user onboarding through Single Sign-On (SSO) authentication.
- Enabled secure remote access support for employees worldwide.
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**Citicorp; New York, NY**
*Desktop Support* (July 2019 - Oct 2019)
- Provided robust technical support to a global workforce of 2,500 employees by addressing software and hardware issues via the ServiceNow ticket system, phone, and email.
- Configured both new and existing computers with Active Directory, user permissions, Windows 365, Workspace ONE, and VMware, ensuring seamless operations.
- Continuously evaluated and monitored the performance of multiple devices used by day traders to ensure optimal functionality.
- Collaborated daily with the dedicated DevOps team to research and resolve complex application-related issues.
- Executed data migrations, email setups, and network mapping for smooth user transitions.
- Efficiently handled numerous tickets, resolving issues within a three-hour timeframe.
- Integrated users via Single Sign-On (SSO) for improved security and user experience.
- Troubleshot hardware and software issues to significantly reduce downtime.
- Installed Citrix on business units' computers to support varied operational needs.
- Initiated offboarding activities to deactivate users effectively upon departure.
- Facilitated remote access for global staff, enhancing work location flexibility.
- Collaborated with managers across units to validate details for computer setups.
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**Amazon; Moonachie, NJ**
*Amazon Flex Driver* (Aug 2018 - Oct 2018)
- Communicated with administration regarding delivery issues for quick resolutions.
- Streamlined route information to optimize delivery times and enhance efficiency.
- Ensured safe, prompt, and accurate package deliveries to customers.
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