Desktop Support Information Technology

Sylvester Sergeant

*********.*********@*****.***

SUMMARY

* ***** ** ********** ** Information Technology Support Methodologies, Corporate Desktop Support, Field Engineer Support.

Project Management: Coordinate and collaborate teams involving the following: moving team, building management, networking team, tech teams, and floor administrators in moving cooperate office teams and equipment across NYC-NJ ensure business continuity after moves.

Oral and Written Communications: Wrote numerous technical documentations in non-technical language. Presented formal and information oral information sessions to executive leadership. Provided supplemental information to executive leadership required to render final decisions on operational direction.

Collaborative leader, proven ability to lead and develop teams, who works extremely well in dedicated and matrix team environment and cross functionally.

EXPERIENCE

Computer Operations Specialist

NOAA/GFDL via SAIC June2024 – Present

40 Hrs Weekly

•Hardware/network troubleshooting: Diagnose and fix hardware failures, network issues, and performance bottlenecks.

•HPC system monitoring: Track resource usage, job queues, and system health; set up alerts.

• Monitoring the operations of computer systems to identify problems, run diagnostic software routines, or realign equipment interconnections;

• Providing response to user requests for information and assistance

• Resolving equipment and operating failures and malfunctions

•Scripting: Automate routine tasks, health checks, and reporting.

•Issue escalation: Identify complex problems, document thoroughly, coordinate with specialists.

•Ticket management: Track progress, update users, ensure timely resolution.

•System maintenance: Deploy new systems, apply updates, perform backups.

•Basic IT tasks: Manage user accounts, resolve printing issues, set up peripherals.

•Operational logistics: Building checks, package handling, visitor processing.

•Job performance optimization: Analyze and improve resource utilization and scheduling.

Systems Integrator

Meta Reality Labs via Insight Global February 2024 – May 2024

40 Hrs Weekly

•Provides technical support, troubleshooting, and system maintenance for machine learning and virtual reality research projects at Meta Reality Labs Pittsburgh.

•Serves as a point of escalation for research technicians and other internal customers.

•Analyzes root causes of software and hardware failures and resolves issues.

•Creates and reviews Unix shell, Python, and Ansible scripts.

•Collaborates with software engineers on testing, debugging, and deployment of new software.

•Upgrades and maintains network and other hardware infrastructure.

•Contributes to user acceptance tests and oversees adoption of new software and hardware technologies.

•Cross-team collaboration with outside stakeholders and subject-matter experts, including research scientists, hardware and software engineers, and technical staff.

•creates documentation for processes and procedures.

•Hardware and software stack includes Linux, Windows, and Macintosh servers and workstations, custom VR hardware and software, audio and video recording devices, ABB robot arms, and in-house Python- and C++-based applications

Application support specialist

Certificial.Inc

40 Hrs weekly December 2021 - April 2023

•Identification of software bugs and feature requests, and collaboration with the relevant team for handling.

•Provision of after-hours emergency support assistance to customers on a rotating basis alongside other members of the customer support team.

•Effective communication of solutions to clients and provision of technical support for enterprise-level application systems. Additionally, guidance on how to avoid making mistakes is provided.

•Prioritization of multiple open issues, with documentation of issue triage as troubleshooting progresses.

•Maintenance of tickets via Zendesk, Jira, ServiceNow, and documentation of actionable bugs for engineering resolution.

•Focused on learning new skills and staying up-to-date with industry changes.

•Assisting and researching customer desktop issues.

Remote System Administrator

Answer Financial via Prosum June 2021 - January 2022

40 Hrs Weekly

•Possess in-depth knowledge and understanding of Ticket/Task management in ServiceNow/Clearvision and Application support.

•Identified, isolated, and evaluated problems by utilizing past database records that assisted in resolving issues timely and efficiently

•Dialed route calls to product line specialists, application, and system support specialists for updated information

•Delivered server support through VMware horizon/Vcenter and password support elevated access via Cyber-Ark • Contributed actively to Avaya session management and Avaya AES management console

•Rendered technical phone assistance to 60-80 clients on a daily basis.

•Delivered first-level contact and problem resolution for users with hardware, software, and applications problems.

•Explained technical terminology to non-technical end users.

•Scripting via PowerShell for identifying patterns or anomalies, generating alerts, and even taking corrective actions based on predefined conditions, helping to maintain system stability and security

Helpdesk

Bank of America via Teksystems April 2019 - May 2020

40 Hrs Weekly

•Coordinate and collaborate teams involving the following: moving team, building management, networking team, tech teams, and floor administrators in moving cooperate office teams and equipment across NYC-NJ ensure business continuity after moves migrating Outlook PST files, and designing image/reimaging laptop desktops

•Resolved technical problems efficiently and responded to queries timely by telephone or self-service ticket in support of internal and outside customer computer hardware, software, network, system/application access, and telecommunications systems

•Facilitated clients with peripheral problems, service calls, and troubleshoot issues remotely by using RDP

•Prearranged and administered ticketing system via Remedy and piloted technology moves/projects • Enabled management to remain alert to recurring problems and patterns of problems to avoid losses.

•Led meetings to detail project milestones, brainstorm ideas and determine appropriate techniques to manage tasks. troubleshooting, documenting, and updating tickets, and providing technical advice and assistance to customers.

EDUCATION

Associate's Degree

Kingsborough Community College • Brooklyn, NY • January 2013

Bachelors Computer Science Degree

CUNY City College of Technology • Brooklyn, NY • June 2015

Computer Technician Training

Per Scholas Institute for Technology • Bronx, NY • January 2018

SKILLS

Backup and Recovery

Project Documentation

Quality Assurance

Incident management Methodologies

Configuration management

Backup and recovery

Cyber Security Methodologies

MICROSOFT SCCM, SERVICE PRO, JIRA WIRESHARK SCCM

CONFLUENCE, SERVICE NOW AZURE ADIMIN ACTIVE DIRECOTRY,CYBER ARK NETWORK PERFORMANCE MONITOR.

ZENDESK JIRA CONFLUENCE EXCEL, CERTIFICAL PLATFORM

TEAMVIEWER, AND VNC, SHAREPOINT, CYBER ARK, AVAYA AES MANAGEMENT CONSOLE, VMWARE HORIZON, CLEARVISON

Project Scheduling

Team Management

Scripting and Automation

Process improvement

Business Intelligence

Customer Relationship management

Monitoring and Performance Tuning

Daily stand-ups

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