Help Desk Desktop Support
Resume:
Ibrain Marcano
Manalapan, NJ *****
*************@*******.***
PROFILE Help Desk & Desktop Support
Software Use & Trouble shoot
DOS, all MS Windows + 10, Microsoft Office 03-07-10-office 365, Outlook, Active Directory
VPN (Access Manager/Nortel/Cisco/Odyssey), Remedy, HP OpenView, Peregrine Service Center, Track-IT, Net-Meeting, VNC Desktop Remote, SMS, MS Remote Desktop, DameWare, Goto Assist, Citrix CIA Client, Citrix / XenApps, Norton Ghost., ProSystem Engagement, GoFileroom, GoSystem, Symantec Antivirus, McAfee SafeBoot, Kaseya, TeamViewer, Dell Kace
Knowledge of Hardware
Dell, HP, Apple, HP Compaq Desktops & Laptops, Custom built Desktops, Hardware Upgrades, Blackberry, IPhone, Cisco IP Phone Setup, RSA Security Tokens,Servers
EMPLOYMENT
Tris Pharma Monmouth Junction, NJ 6/2022 - Present
IT Support Tech I
* 1st Shift
* New User account creation ( AD \ O365 ) also Termination
* O365 User Administration,
* AD Support ( Password reset and unlocks )
* Mobile Support (iPhone & iPad Configuration - Airwatch \ Intune )
* Hardware Inventory ( Printer Toners \ PC's & Mobile devices )
* Office Setup, Laptops Desktop and IP Phones ( HP, Dell, Vonage IP )
* Meeting Support
* TrackIT ticketing System
* Customer Service
* Pharmaceutical Office Environment
NuWare Edison, NJ 11/2018 - Present
Help Desk Analyst
2nd Shift & Weekends - Part Time
* Help Desk Consultant for CareCentrix
* Write communications focused on resolving technical issues.
* Assist computer users in understanding problem resolution.
* Clean up computers – memory, logs and unused archiving.
* Instruct how to install computer peripherals for users.
* Track & document malfunctions that continue to occur (part of the monthly/quarterly review)
* Reset AD Password for user
* Remote in to user PC thru RDP and Dameware
* Troubleshoot issues with DUO mobile Authentication
* VPN Troubleshoot for remote users
* SolarWinds WHD Ticketing System
* Data Entry - Sales Lead onto Soho CRM
* Office Environment \ Remote
LTI - Larsen & Toubro Infotech Ltd Edison, NJ 10/2017 - 11/2020
Specialist - Cloud & Infra Services'
1st Shift
* Help Desk Consultant for TEREX - World Wide
* Reset AD Password also created New User Accounts
* Support for MFA ( Multi Factor Authentication ) configuration.
* Created Share Mailboxes and Distribution lists
* Use of Multiple Remote Tools such as, TeamViewer and RDP, Skype, and MS TEAMS
* Supported Remote Field users, with Hot-Spot \ Wifi and Laptop.
* Supported and went thru Migration from MS office 2010 \ 2013 \ O365.
* 100% Phone Customer Service
* Use of ServiceNow Ticketing System
* Office Environment \ Remote
ITS, LLC Manalapan, NJ Jan 2018 - July 2018
Help Desk Consultant
Part-Time - 3rd Shift
* Help Desk Consultant for Multiple Clients ( about 5 Client), -
* Triage tickets / Swivel Chair (moving info from one ticketing system to another)
Create a ticket for each query and log all queries into the Help Desk ticket tracking system (internal
and customer as required)
* Reset AD Password
* Remote user support and Mobile support
* Support for Office 2010 / 2013
* Support for Windows 7, and Windows 10 desktops.
* Strong aptitude in O.S. Repairs, spyware removal, virus removal, hardware, troubleshooting, and
software upgrades.
* Monitor and respond quickly, effectively, and courteously to requests.
* Resolve level 1 and 2 tickets (e.g. generalized/ scripted, Knowledge Base related resolution steps),
* 100% Phone Customer Service
* Use Ticket system Autotask and\ ServiceNow
* MSP \ Office Environment
Kumon North America Teaneck, NJ 06/2017 - 11/2017
Lead Help Desk Analyst & Desktop support
* Support of Windows Desktop: XP, OS 7, OS 8, Win 10
* Support of Microsoft Office 2013, 2016, + Office 365
* Use Dell Kace remote administrator password control
* User of remote tools, TeamViewer
* Microsoft System Center for installing and uninstalling programs
* Using the SCCM Infrastructure Portal for inventory and software installation from our server
* Imaging and customizing desktops and laptops
* Unlocking user accounts using ADS or LUCA
* Assisting users trying to get on the secure network remotely through VPN using Pulse
* Assistance with Word, Excel and Outlook
* Data transfer from old PC to new PC.
* Installation of new software specific to the lab or business applications
* Installing printer drivers, updating drivers and basic printer maintenance
* Setting up synchronization between the laptop or desktop and server
* Prioritizing and distributing help desk orders in a timely fashion
* Creating Excel spreadsheets to keep track of inventory, billing and users
* Corporate \ Education Office Environment
Ocean Computer Group Manalapan, NJ 03/2016 – 2/2017
Help Desk II & Accounts Administrator
1st Shift
* Help Desk Support for multiple Account (MSP Clients) Primary Contact.
* Maintained Run-Book and Clients Information up to date
* Server \ Data Center Monitoring with Kaseya Service Monitoring
* Account Administrator add/remove users ( AD and Office 365, Exchange )
* Support for MS Windows Operating System (XP to Windows 10)
* Monitor Windows Server 2008, 2012, Configuration and troubleshooting also VMWare
* Desktop / Laptop / Servers configuration and trouble shooting 1st level
* Support for Cisco VOIP Configuration add/remove user (Cisco Manager and Unity )
* Support for MS Office (2007 to 2016, Office 365)
* MS Outlook integration with MS Exchange including mobile devices
* Support for Antivirus protection of servers and workstations
* Remote Tools use RDP, Kaseya, TeamViewer,
* Ticketing system use of ConnectWise and Kaseya Service Monitoring
* Answering Phone and Technician dispatch and Time keeping
* Customer Service Phone and in-Office
* MSP / Office Environment
MainTech (Volt) Cranford, NJ 10/05/2016 - 4/2017
Help Desk I and Account Administration
3rd Shift
* Triage tickets / Swivel Chair (moving info from one ticketing system to another)
* Passive AD resets
* Office 365 troubleshooting / Outlook Support
* PMC Support - Creating Work Orders and Field Tech Dispatching,
* Server \ Data Center Monitoring
* Windows XP, Windows 7, 8, and Windows 10 desktops.
* Windows Server 2012 R2 and client versions.
* Create a ticket for each query and log all queries into the Help Desk ticket tracking system (internal
and/or customer as required)
* Monitor and respond quickly, effectively, and courteously to requests.
* Resolve level 1 and 2 tickets (e.g. generalized/ scripted, Knowledge Base related resolution steps),
* Customer Service.
* MSP / Office Environment
Ammann & Whitney New York, NY 10/2015 – 03/2016
Help Desk & Desktop Specialist, Level 1
* Primary support for company's headquarters and all Ammann Whitney remote Sites
* Customer Service
* AD account lock\unlock - Password Resets
* General Networking experience with knowledge of TCP/IP, Firewalls, and LAN/WAN topology.
* Back-up Tape ( Back-up Exec 2010 )
* Cisco VOIP Configuration add\remove user (Cisco Manager and Unity )
* Application Support and Installation - AutoCAD - ProjectWise - MS Lync
* Remote user Support ( VPN ) RDP & SMS
* PC imaging & Trouble-shooting ( Windows 7 \ Win 8 & Apple Mac Support )
* Alloy Ticket tracking system
* Mobile Support ( IPhone \ Android \ Apple Mac )
* Engineering \ Architect Office Environment
Och-Ziff Capital Management New York, NY 2/2015 - 10/2015
Desktop Support for Trading / Hedge Fund, Level 2
* Installing workstations / docking station / laptops
* Installation of VDI small factor form PC
* Mobile Device Support for corporate Email (AirWatch, IPhone / Android / Blackberry )
* Loading/installing all necessary software approved by client
* Providing network/wireless access and connectivity to the staff
* Installing, maintaining, resetting passwords according to client policies
* Advising staff about any security breach such as change in password
* Ensuring share drive access is provided
* Troubleshooting all issues in a timely manner
* Maintaining a list of necessary maintenance and repairs
* Making recommendations about the purchase of resources
* Identifying and preparing hardware for safe disposal
* Activating Corporate email accounts on users' Blackberries devices
* Assisting users in submitting tickets to Service Desk
* Windows 7 / Windows 8 & Apple Mac Support
* Trading / Hedge Fund Environment
Gerdau Ameristeel, Sayreville,NJ 6/2014 – 2/2015
IT Field Technician
* Desktop Support ( Windows XP &Windows 7 )
* Citrix Zen-Apps (Install & Support)
* Desktop Support Engineer independently resolve tickets within SLA
* Multiple Acc Passwords Reset’s –Active Directory –Lock & Unlocks- Add or Remove
* Win 7 Support / MS Office Support of ( MS Outlook 2007- 2010 – 2013 )
* Imaging and Application Installation, Conference Setup and Support also PC Inventory Support
* Remote Desktop Support Via SMS & RDP
* IBM Service Desk ticket system
* Industrial / Manufacturing Environment
Marcum LLP New York,NY 5/2011 - 5/2014
Senior Helpdesk & Desktop Support II
* Primary (Senior) Help Desk Support for Mid-Size Accounting Firm
* Managed all help desk tickets
* Desktop Support Engineer independently resolve tickets within SLA
* Multiple Acc Passwords Reset’s –Active Directory –Lock & Unlocks- Add or Remove
* General Networking experience with knowledge of TCP/IP, Firewalls, and LAN/WAN topology.
* P.C Troubleshooting / MS Office Trouble Shooting - Support of MS Outlook 2007-2010 Win7
* PC Imaging ( Ghosting) also PC Inventory Support
* Citrix Zen-Apps (Install & Support)
* Cisco VOIP Configuration add\remove user (Cisco Manager and Unity )
* Desktop Support (Office/Building moves and Company Mergers)
* Blackberry Setup, & IPhone Support.
* Basic Networking ( TCP/IP Config for P.C and Network Printer Setup ) Cisco Switches \ Routers
* Remote Desktop Support Via DameWare & GoTo Assist
* Support of Financials Applications, ( ProSystem Engagement \ GoFileroom \ GoSystem ).
* Desktop Support for the 2 NJ office (Roseland,NJ & Neptune, NJ )
* Use / Setup Cisco IP Phone, and Conference Rooms A/V Setup
* Track-IT, Ticketing System ( Managing the Queue's)
* Accounting / Professional Environment
G.E Aviation - (CompuCom ) Whippany, NJ 10/06 – 05/11
Lead Desktop Analyst & Service Desk level II
* Lead Desktop Support & Customer Service (300 Clients on site)
* Multiple Acc Passwords Reset’s –Active Directory –Lock & Unlocks- Add or Remove
* MS Office Trouble Support – PC Imaging ( Norton Ghost )
* Remote Desktop Support Via VNC & Microsoft Remote Desktop Connection
* Remedy Ticketing System & HP OpenView Service Desk (HPSD)
* Use / Installation of Citrix CIA Client, Support on Citrix Server Via Terminal Service Manager.
* Use / Setup Cisco IP Phone, For clients and Conference Rooms.
* Citrix Client (Install & Support)
* VPN Setup Software ( Nortel / Access Manager / Cisco VPN Client)
* Manufacturing Aviation / Professional Environment
Pfizer Pharmaceutical Parsippany, NJ 7/06 – 5/07
Help Desk Analyst level 1
* Front Line 40-50 calls per day
* Customer Service
* Multiple Acc Passwords Reset’s –Active Directory – Un-Lock’s
* P.C Troubleshooting / MS Office Trouble Shooting - Support of MS Outlook 2003
* Remote Desktop Log-on through Net-Meeting & SMS
* Peregrine Service Center Ticketing System ( Routed Ticket’s to Second Level Support)
* Support of RSA Security Token for VPN ( Synch token & Temp Pin Numbers)
* Call Center / Professional Environment
EDUCATION
Unlimited Access Institute Linden, NJ
8/2001 – 02/2002
Attended Classes for A+ and Network + Certification. .
* CompTIA A+ Certified.
Linden High School Linden, NJ 2001
* Graduated Linden High School.
* Placed 6th in the New Jersey Skills USA Championship for Computer
Application. (ex. Microsoft Office 2000)
* Certificate from CSAA for Central Station Operator Level 1 ( Dispatcher )
* Certificate of Amag Training Course for Card Accesses. ( Card Access Technician )
* HP Certificate for Accredited Platform Specialist, HP Commercial Desktop, Workstation, and Notebooks.
Bilingual : Spanish ( Read & Write )
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