Technical Support It
Resume:
WADE-ROY HINDS
Bayshore NY **********@***.*** 917-***-****
Dedicated IT Support Analyst with 16 years of hands-on experience in providing comprehensive technical support and innovative solutions within diverse IT environments. Proficient in troubleshooting complex issues, deploying and managing network infrastructures, and delivering exceptional support to optimize system functionality. Adept at leveraging a wide spectrum of technologies to ensure seamless operations and enhance user experiences.
Education
● New York Technical College: Computer Information Systems
● New Horizons Computer Learning Center:
● CompTIA A+ and Net +
Professional Experience
Technical Support Representative - Robert Half Technologies, Brooklyn, NY 10/22/24 - 11/05/24
● Provided Technical Support to The Board of Elections Staff in the General Elections
● Assisted staff with Election Equipment setup, as needed
● Setup and Troubleshoot Printers, Ipads and Wi Fi Connections
● Provided Technical Support to 12 Polling Stations on Election Day Technical Support Representative - TekSystems, Oceanside, NY 08/26/24 - 10-11-24
● Supported South Nassau Hospital’s conversion to Mount Sinai Hospital
● Collected all relevant asset inventory Data from South Nassau Hospital
● Imputed all relevant asset Inventory Data into Excel Spreadsheet
● Asset Data gathered included: User ID’s, Applications, Printer Queues
● Printer Mapping, Computer Names, Peripheral Devices, Network Ports Desktop Support Analyst-Bank of America, New York, NY 05/2024 – 08/2024
● Installed, modified, and repaired computer hardware and software to enhance system performance and reliability, reducing downtime and increasing user satisfaction.
● Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware, achieving high customer satisfaction, and resolving issues promptly.
● Diagnosed and troubleshooted technical issues, including account setup and network configuration, resulting in quicker issue resolution, and improved operational efficiency.
● Assisted with onboarding new employees by setting up workstations and ensuring all necessary software was installed, contributing to seamless transitions and quick productivity.
● Provided training and guidance to users on how to operate new software and computer equipment, enhancing user proficiency and confidence.
● Performed regular maintenance tasks such as software updates and system backups, ensuring smooth operations and data integrity.
● Installed and configured Bank of America software on all corporate mobile phones Assigned to new hires and summer interns.
● Assisted new hires and interns with VPN connection and Multi Factor Authentication on their mobile phones.
IT support Technician-Mount Sinai, New York, NY
02/2024 – 04/2024
● Imaged desktop and laptop computers
● Set up workstations and peripheral equipment
● Installed and configured related Software
● Assisted staff with EPIC related Software issues Desktop Support Analyst-Northwell Health, 300 Community Drive, Manhasset, NY 11030 11/2012-11/2023
● Proficient in diagnosing and resolving network-related issues, ensuring uninterrupted connectivity and functionality within the IT infrastructure.
● Expertise in installing and providing comprehensive support for a diverse range of software applications, optimizing operational efficiency and user experience.
● Conducted system-wide antivirus scans to eliminate spyware and malware, ensuring a secure and robust network environment.
● Provided extensive support and troubleshooting for Microsoft Office 2010, enhancing user productivity and software utilization.
● Delivered Remote Desktop support, resolving technical issues and providing seamless access to systems from remote locations.
● Played a key role in the successful rollout and upgrade of Sunrise Clinical Manager Application 6.1 across all PCs and laptops, ensuring system compatibility and efficiency.
● Conducted thorough testing and analysis of Citrix server performance and associated applications, contributing to system optimization and reliability.
● Documented and maintained test results within the Remedy Ticket Tracking System, ensuring accurate and organized record-keeping for issue resolution.
● Regularly provided comprehensive feedback to senior management, offering insights and updates on operational progress and IT support activities.
● Supported Win 7, Outlook email, Remote Desktop Assistant, Active Directory, virus removal, updates, new user setups, and VOIP phones, ensuring smooth operations across multiple systems and applications.
● Proficiently utilized the "Service Desk" ticketing system, managing and resolving user-reported issues efficiently and accurately.
Technical Support Level 3- Personal Communication Devices, 555 Wireless Blvd., Hauppauge, NY 11788 09/200*-**-****
● Collaborated effectively with team members to provide customers with comprehensive guidance on the fundamental functionalities and operation of mobile phones.
● Proficient in supporting a diverse range of mobile devices including Android, Windows Mobile 7, 3G, and 4G mobile broadband devices, ensuring smooth operations and user satisfaction.
● Expertly diagnosed and resolved issues related to mobile-to-PC, laptop, or Mac connections, ensuring uninterrupted connectivity and functionality.
● Offering comprehensive assistance to clients for basic computer functionalities and operations as required, ensuring a smooth user experience.
● Installed, configured, and troubleshooted WAN/LAN mobile broadband connections, optimizing connectivity and network performance.
● Conducted rigorous testing on new wireless devices as necessitated by the department, ensuring quality and functionality compliance with standards.
● Assisted customers in downloading and installing mobile applications on PCs, Macs, and laptops, ensuring seamless integration and optimal utilization.
● Provided hands-on support to clients in transferring personal data between PCs and mobile devices, ensuring data integrity and security.
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