Support Specialist Technical
Resume:
Cleon Hargrove
Senior Technical Support Specialist - Level 2
Profile
The candidate is best suited for senior-level roles in IT infrastructure, operations, or end-user computing, such as Senior IT Systems Administrator, IT Operations Manager, or Senior Desktop Support Engineer. Experienced Senior Technical Support Specialist - Level 2 with a proven track record of managing VDI, providing hardware and software support, and administering IT assets. Skilled in deploying and troubleshooting VDIs using VMWare and Citrix Desktop Director, managing ticket systems, MDM Intune management, and supporting Microsoft 365 applications. Additionally, their expertise in onboarding/offboarding, video, administration and setting up audio/visual conferencing tools., and IT asset management aligns with roles requiring leadership in IT operations and user support. These opportunities represent a logical progression from their most recent role, leveraging their technical expertise, leadership experience, and ability to manage large-scale IT projects to take on more strategic and impactful responsibilities in IT management or systems administration. Adept at overseeing IT activities across multiple buildings, providing executive support, and facilitating professional development. Proficient in managing SMART conference room support, configuring devices, and onboarding/offboarding processes. Known for expertise in technology projects, network administration, and deploying equipment for management and executives; contributing to operational efficiency and user satisfaction.
Employment History
Senior Technical Support Specialist - Level 2 at Blackrock
July 2022 — January 2025
- Managed VDI creation, management, and deployment through Management Studio
●Allocated and troubleshooted VDIs using VMWare and Citrix Desktop Director
●Administering ticket management via ServiceNow
●Utilized Trellix/CrowdStrike administration tool to deploy laptops
●Built and outfitted servers for IT security
●Deployed and troubleshooted HP and Dell laptops, thin and thick clients to users and executives
●Supported Microsoft 365 applications such as Teams, MS Outlook, etc.
●Migrated users from Win 10 to Win 11 across thick and thin clients and laptops.
IT Specialist at University Heights Charter School
September 2020 — June 2022
- Supervised IT activities in 3 different buildings and Central Office
●Provided Zoom administration/support for all staff
●Administered and configured various IT assets and equipment
●Supported software packages and databases
●Facilitated executive meetings and professional development. My role as IT Specialist at University Heights Charter School involved supervising IT activities in multiple buildings and providing support for various staff. I administered and configured IT assets, troubleshooted equipment, and supported software packages. Additionally, I facilitated executive meetings and professional development sessions, contributing to the school's mission of educational excellence.
Senior IT Specialist at Roivant Sciences
January 2019 — June 2020
As a Senior Specialist in Deskside Support at Roivant Sciences Ltd.,
Used PowerShell to automate user account creation, manage password resets, and software installations.
Provided 2nd and 3rd level hardware and software support to internal clients and executives using desk side, phone, email, remote desktop, and remote control methods.
Managed SMART conference room support for VIPs and executives, configure various devices for management, and oversee the disposition of IT equipment.
Handled account creation and management for Microsoft Office 365, Active Directory, Amazon AWS Workspaces, and other platforms, as well as provide support for various tools including Box, OKTA, RingCentral, and Zoom.
Played a key role in the onboarding and offboarding processes for users, and conduct thorough New Hire Orientation sessions for new employees and consultants.
IT Support Technician - Back Office Support at Societe Generale
January 2016 — December 2019
- Providing 2nd and 3rd level/executive hardware and software support to internal clients and executives through desk side, phone, email, and remote control.
●Offered expertise on technology projects as a technical resource.
●Supported a robust Microsoft based network running Windows 10 and Microsoft 365.
●Troubleshooted network usage and computer peripherals.
●Familiarity with various financial, and data gathering software packages.
●Performed system backups and data recovery.
●Monitored disk capacity and network security.
●Executed equipment replacement and disposition activities.
●Offered trade floor support and on-call support.
Desktop Support Services at Unisys Technical Services
June 2008 — December 2016
I provided IPAD and I-device support, 2nd and 3rd level hardware and software support to internal clients and executives through various channels, and expertise on technology projects. Additionally, I ordered hardware, software, and peripherals for management and executives, deployed and redeployed laptop and desktop equipment, and coordinated deployments of PC, network, and electronic equipment. My responsibilities also included supporting a Microsoft-based network, staging equipment for desktop and laptop activity, and using proprietary tools to execute PC activity.
Education
May 2008: Concentration in Professional Computing, Minors in Physics & Mathematics, MONTCLAIR STATE UNIVERSITY,
May 2005: Bachelor of Science, MONTCLAIR STATE UNIVERSITY
Details
26 Burrows Avenue, Bernardsville, NJ 07924
***********.***********@*****.***
Skills
IT asset management
VDI deployment
VMWare
Citrix Desktop Director
Microsoft 365 support
Executive support
SMART conference room support
Network administration
PowerShell
MDM Intune Management
Active Directory
Trellix Administration
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