Desktop Support Analyst

Obinna Small

********@*****.*** 718-***-****

Summary:

Experienced Agile Scrum Master and IT professional with over 11 years in the technology field, blending strong technical expertise with proven leadership in Agile frameworks. Known for excellent communication, problem-solving, and facilitation skills, I drive successful project outcomes, improve team efficiency, and foster a culture of continuous improvement. Experienced in customer-facing roles and adept at coordinating cross-functional teams across EMEA hours.

Skills:

Operating Systems: UNIX, Windows 2000/XP/Vista, Windows 7, 10, Mac OS X, Lion

Software: Microsoft Office 2003/2007/2010, 365, Microsoft Project, Visio, Access, Heat, Remedy, Cisco Call Manager, PeopleSoft 7.5, SalesForce Thomson One, VMware, VM Fusion, Citrix, LANDesk, RSA, Active Directory, AirWatch, Jira, Agile Scrum, WebEx, Ghost, VPN, Bloomberg, Entourage Filesite, Inter Action, EMR, Epic, Omni, Centricity, Service Now, eClinical Works Lotus Notes, Meeting Place, SCCM, XenApp 6.5

Hardware: Desktops, iMac, MacBooks, MacBook Air, iPad, iPhones, Blackberry’s, Laptops, Androids, Dell, IBM, HP Scanners & Printers, Video Conference Systems (Polycom), Air cards, Cisco Phones.

Certifications:

A+ Certification Course

Network+

CCNA

Scrum Master

Professional Experience:

Morgan Stanley, Alpharetta, GA May 2023 – Present

Migration Support

Facilitated Scrum ceremonies, including daily stand-ups, sprint planning, and retrospectives, achieving a 35% improvement in team performance.

Partnered with product owners to define and prioritize user stories for migration projects, ensuring alignment with business goals.

Improved project delivery speed by 30% through optimized workflows and enhanced collaboration.

Interfaced with customers daily across EMEA time zones, ensuring satisfaction and timely resolution of issues.

Oxford Veterans Home, Oxford, NY Sep 2021 – May 2023

IT Site Support Manager

Managed group policies and procedures through Active Directory.

Train incoming users with all software and hardware usage.

Cultivate and strengthen relationships with our existing client base with the goal of becoming a trusted advisor.

Perform troubleshooting triage, initial problem determination and electronic dispatching, when necessary

Provide support for immediate client needs, order and quote administration, and follow-up for client fulfillment. Interact with engineering team for appropriate support.

Implemented Agile best practices to streamline IT operations and project delivery.

Provided comprehensive training to users, enhancing their proficiency with software and hardware.

Maintained SharePoint systems and knowledge bases to support team knowledge sharing.

Utilized ServiceNow for tracking escalated incidents and ensuring timely resolution.

Preferred Mutual, New Berlin, NY Nov 2018 – Jan 2021

Senior Client Services Specialist

Mentor new and current techs and engineers

Managed group policies and procedures through Active Directory.

Provide and maintain support for share point and build knowledge base articles

Provided remote control, patch management, software distribution with SCCM

Administrator for Salesforce, Peoplesoft, Lotus Notes

Train incoming users with all software and hardware usage.

Cultivate and strengthen relationships with our existing client base with the goal of becoming a trusted advisor.

Provide support for all macOS technologies and integration to our environment

Provide support for immediate client needs, order and quote administration, and follow-up for client fulfillment. Interact with engineering team for appropriate support.

Provide day to day management of 12+ Hardware Techs

Provides staff support for projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions

Administrator for Citrix XenApps

Administrator for Polycom

Provide support for Office 365

Cisco VoIP administration support, troubleshooting, installs, configurations all new users access and hardware.

Managed mobile (BYOD) devices access in AirWatch

ITIL - Continuous Service Improvements

Perform troubleshooting triage, initial problem determination and electronic dispatching, when necessary

Quality Control – Incidents/Request, voicemail, email, forms

Unisys-Regeneron Pharmaceuticals Inc., Rensselaer, NY Sep 2016 – Nov 2018

Senior Client Services Specialist

Manage a team of 6 Systems Engineer and 3 Desktop agents

Cultivate and strengthen relationships with our existing client base with the goal of becoming a trusted advisor.

Provide support for immediate client needs, order and quote administration, and follow-up for client fulfillment. Interact with engineering team for appropriate support.

Provide day to day management of 12+ Hardware Techs

Provides staff support for projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions

Configure and set-up Avaya and Cisco for video and audio conferences

Managed Apple and Android devices via AirWatch

ITIL - Continuous Service Improvements

Administrator for Citrix XenApps

Manage team providing hardware support in a healthcare environment, the techs travel sites providing support.

Manage daily scheduling and planning

Perform troubleshooting triage, initial problem determination and electronic dispatching, when necessary

Quality Control – Incidents/Request, voicemail, email, forms

Interview, Hire, and train new employees

Approve / process Payroll timesheets

Maintain and trouble shot Virtual environment via Thin Client

National Spine & Pain Center, New York, NY Dec 2014 – Mar 2015

Desktop Support /Network Technician

Supported EMR, Epic, Omni, Centricity and eClinicalWorks.

Managed group policies and procedures through Active Directory.

Provided administrative support for Exchange 2010

Provided remote control, patch management, software distribution with SCCM

Worked on team that supported 30,000 users and several hundred servers.

Provisioned new users accounts, email and provisioned their Mobile device and desk extensions.

Provided security of network data and user information and supported password resets,

security token tracking, software support, and equipment logs.

Managed VPN connections and email management of remote users.

Morgan Stanley, New York, NY Mar 2014 – Dec 2014

Desktop Support (Contract)

Managed group policies and procedures through Active Directory.

Provided second and third level escalation support for users

Provided administrative support for Exchange 2010

Provided remote control, patch management, software distribution with SCCM

Worked on team that supported 30,000 users and several hundred servers.

Provisioned new users accounts, email and provisioned their Mobile device and desk extensions.

Provided security of network data and user information and supported password resets,

security token tracking, software support, and equipment logs.

Managed VPN connections and email management of remote users.

Utilized Active Directory, Citrix, XenApp 6.5 and SAP in daily operations.

Taylor, New York, NY Sep 2013 – Mar 2014

IT Systems Engineer/ Desktop Support (Contract)

Provided support to end users relating to hardware and software, computer applications, LAN components and peripherals

Administrator for Mobile Iron (IOS) and Blackberry the BES administrator.

Provided administrative support for Exchange 2010

Inventory and software distribution with SCCM

Provided executive level support for the CEO, CFO and managers.

Carried out on-site analysis, identification, and resolution of difficult desktop problems for end users

Supervised complaint ticketing system and follow timely resolution of all work orders

Installed, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software

Provided second level support for Windows 7, OSX 10 .6 and Microsoft Office 2010 and Outlook 365

Created accounts and assigning permissions to users in Active Directory

Pointed person for current and new contracts for venders

Supported a blended PC and MAC environment

Provided remote support on Mac and support for IOS devices

VOIP and Video Conference support for all conferences

Replications, Peripherals Monitors, Printers and Imaging

Ever Bank, Islandia, NY Jul 2013 – Sep 2013

IT Systems Engineer/ Desktop Support (Contract)

Provided the bank with technical support by phone and remotely through Go to My PC and remote desktop.

Worked closely with the corporate director and the managers for each department.

Provided second level support for users on site

Provided PC images, updates and I am the BES administrator (BES Servers)

Mobile Iron (IOS)– configure new users & maintain E-mail and Android support.

Troubleshot, configured, and installed Desktop PCs, Laptops, Port

Replications, Peripherals Monitors, Printers and Imaging DB administrator

Administrator for Workshare, Active Directory

Provided second level support for Windows 7, OSX 10 .6 and Microsoft Word 2010 and Excel 2010

Paul Hastings LLP, New York, NY May 2011 – Jun 2013

Desktop Support

Provide Tier II support for over 2000 users in a mixed MS Windows/MAC environment resolving break fix issues related to operating systems, network connectivity, applications, Outlook, internet, network printers, DNS and DHCP.

Provide remote technical support for various issues related to Citrix, VPN and RSA connectivity.

Support live broadcast show content for various radio stations/studios and events within the Sirius environment.

Administrator for Filesite

Share Point administrator

Responsible for ongoing Windows 7 migration project for over 2000 users.

Configure, maintain and setup PCs using approved company standards.

Responsible for creating documentation of various system processes and procedures.

Configure and troubleshoot The BES for Blackberry’s and GOOD for iPads, iPhone and Android devices.

Create user accounts in MS Exchange/Active directory environments adding, deleting and modifying user accounts.

Create and deploy new images for laptops and desktops.

Configure and set-up Avaya for video and audio conferences

Willkie Farr & Gallagher LLP, New York, NY Dec 2010- Apr 2011

Helpdesk/Desktop Support (Contract)

Handled incoming help desk calls and user requests for the Firm via remote connection and personal troubleshooting.

Administrator for Interwoven's Worksite, WorkShare, Active Directory, FileSite and DeskSite.

Responsible for troubleshooting, configuring and installing: desktop PC’s, laptops, port replicators, peripherals, monitors, phones, printers and imaging.

Lieff, Cabraser, Heimann & Bernstein, New York, NY Mar 2010 – Nov 2010

Senior Helpdesk/Desktop Support

Provided Tier I/Tier II technical and customer support for over 100 Executive personnel remotely and in person.

Coordinated iPad roll out project to over 100 users, created documentation and conducted user training.

Conducted product research for new hardware and software implementations.

Documented business requirements and reviewed specifications for technology implementations to ensure that applications and systems are configured to meet company standards.

Administered user accounts in MS Exchange/Active directory environments adding, deleting and modifying user accounts.

Created images for Mac OS X and Windows operating systems for desktops and laptops.

Diagnosed and troubleshoot LAN/WAN network connectivity issues relating to DNS configuration, IP and network printing.

Configure and set-up Avaya for video and audio conferences

Managed the helpdesk ticketing system to receive customer inquiries pertaining to desktop/laptops, workstations, applications, hardware, software and access problem reports, to document incidents/failures and assign problem tickets for assistance within the approved helpdesk service level agreement.

Configured and supported blackberry and iPhones.

Procured, received, documented and tracked inventory of all computer equipment and software licenses.

Administrator for Worksite, Filesite and Desksite.

Curtis, Mallet- Prevost, Colt & Mosle, LLP, New York, NY Aug 2008 – Nov 2008

Helpdesk/Desktop Support Level 3

Managed incoming helpdesk calls for 1000-2500+ users. Handled user requests via remote connection and personal trouble-shooting. Used the ticketing system Track It I created detailed, organized and highly descriptive documentation of each issue including troubleshooting steps, screenshots, file examples and Urls.

Administrator for Interwoven's Worksite as its DMS--Document Management System for document management

Worked the off hours calls by remote into the system via Go to my pc and remote to the user pc or Citrix session to assist them.

Administrator for Active Directory, Enable and disable users’ accounts and reset passwords for users.

PC images, Ghost, updates, virus and firewall updates, Profile Settings, Migrations, and recommendations.

Young & Rubicam, New York, NY. Aug 2004 – Jul 2008

Help Desk Level 1 Engineer

Primary task was to take calls and provided technical help desk support to several 100 users world wide

Supported 12 different companies that within each there are 1000 of users work onsite and\or remotely.

Performed computer software installations/upgrades remotely using VNC and remote desktop.

Provided customer support to clients via telephone and email.

Provided client support with Black Berries, Lotus Notes and all other handheld devices

Provided client support for Windows Xp, Microsoft Office Suite and Mac OSX.

Connected to the user Macs through VNC and their IP address.

Used Active Directory to maintain the users network accounts.

Windows 10 upgradation/ Migration:

Over 5 years of experience with desktop support with extensive experience in Windows 10 migration.

Laboratory Experience:

Has experience working in a laboratory environment and providing second level support for Windows 7, OSX 10 .6

EDUCATIONAL QUALIFICATIONS:

Associates from Southern New Hampshire University

Bachelor of Science-3 years completed, John Jay College, New York, NY

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