Desktop Support Analyst
Resume:
u Robert Lorizio
********@*******.***
PROFESSIONAL PROFILE
Tech Specialist with Ten Plus Years in the Information Technology field. I am a dedicated individual who is adept in installation, upgrades, configuration, troubleshooting, and repairs on hardware, software, and peripheral problems. I am strong in both technical skills and analytical thinking. I can resolve difficult problems in the areas of hardware, applications, and operating systems. I have attained in depth knowledge of a wide variety of software programs. I effectively communicate technical advice to non-technical customers. I am an innovative professional recognized for delivering outstanding service to anyone in the business community.
EXPERIENCE
01/16/24 - 01/24/25 Ovation Technology Group, Daytona FL
Desktop Support Technician
Troubleshooting of hardware and software, setting up new laptops and configuration of Windows 10, Office suite, transferring user data, updating hardware inventory, bit locker recovery, Azure Active Directory, Exchange user setup, logging all tickets in service now.
12/16/19 - 12/01/23 Alnylam Pharmaceuticals, Cambridge MA
Desktop Support Analyst
Creating and administering rights for about 75 to 100 users per month.
Setting up accounts in OKTA admin, Office 365, Box Admin.
Work in Taleo Portal to get information for new users for onboarding.
Receive requests through Service Now to trouble shoot issues with account rights.
Creation of security groups, troubleshooting soft phones, working with VMHorizon and Intune, distribution groups and shared mailboxes.
10/06/17 - 11/29/19 BOSTON CONSULTING GROUP BOSTON, MA
Desktop Support Analyst
Day to day troubleshooting of hardware and software, setting up new laptops from Windows 7 to 10, Office suite, transferring user data, managing iPhone through Air Watch, updating hardware inventory in eracent, bit locker recovery, Active Directory, Exchange user setup, meeting av\support, cisco codec, logging all tickets in service now.
02/20/17 - 10/02/17 STAPLES FRAMINGHAM, MA
Desktop Support Analyst/Vendor Integration Engineer
Integrating new vendors to the SIAM/EPP platform.
Managed the Exchange and Promo mailbox’s which entailed the creation of new account setups for EPP and exchange for both vendors and in-house users.
Creating and managing tickets though Service Now, fixed failed purchase orders by creating a daily spread sheet and submitting to have them resent.
05/02/11 - 10/23/15 HP- STOP&SHOP QUINCY, MA
Desktop Support Analyst/Software Integration Engineer
Provide End to End complex problem resolution for Business Critical and Mission Critical applications, Including, but not limited to: Problem identification, advanced troubleshooting and recovery, Crash dump analysis, Performance analysis, Root Cause analysis, Technical Elevation and Escalation management, and finalizing Case closure, Active directory management and GPO maintenance, Pushing software\applications through SCCM, Application testing and technical documentation creation, Windows OS image testing and evaluation on new hardware models, Worked on a project to convert a total of 3000 Retail & Corporate systems from Windows XP to Windows 7, Network trouble shooting, supported executive clients, worked on project based assignments.
05/31/10 - 04/01/11 IBM/AMERPRISE FINANCIAL BOSTON, MA
Desktop Support Analyst/Systems Administrator
Provided staff and other teams with technical support on desktop computers, applications and other related technologies, Installed programs from the old workstations to the newly installed computers, made sure all assigned tickets were properly coordinated and resolved appropriately. Administering Active Directory and manage user accounts and resources, troubleshooting, diagnosed, installed, upgraded, configured, and repaired computer systems, installing new Bloomberg terminals, and troubleshooting existing, setup and configured Fact set, supported Reuters web-based application, supported executive/portfolio managers, Building System Images and maintain updates on multiple Images.
01/04/10 - 05/14/10 BANK OF AMERICA BOSTON, MA
Domain Migration Project
We are transitioning about 3000 Users from Corp Domain to the Long Net, from BOA to Ameriprise Financial switching profiles, Network Drives, Printers, import and export of Certificates, VPN and EFS.
4/16/07 - 10/29/09 FORTIS INVESTMENTS BOSTON, MA
Desktop Support Analyst/Systems Administrator
Worked as a desktop support technician in a Windows XP Environment, supported 50 traders with one other person, created Image process for HP systems and different machine types, also was involved with testing apps for production and hardware solutions, updating hardware/Software patches, monitoring back up system, using active directory to push applications through SMS and manage user accounts/rights/profiles, trading Turret support, configuring Bloomberg terminals, Reuters, Fact set, Microsoft Outlook, Blackberry troubleshooting and configuration.
4/17/06 - 4/13/07 IBM/AMERPRISE FINANCIAL BOSTON, MA
Desktop Support Analyst/Systems Administrator
Managed a remote site for IBM at Ameriprise Financial, worked on the day 700 project to complete the separation from American Express to Ameriprise Financial, this consisted of imaging about 70 plus Laptops and Desktops, troubleshooting hardware and software issues, Installing new Bloomberg terminals and troubleshooting existing, setup and configured Fact set, supported Reuters web based application, Goldman Sachs, Capital IQ, supported executive/portfolio managers, and Verizon Wireless cards for remote access.
10/10/05 - 4/07/06 NEW BALANCE BRIGHTON, MA
Desktop Support Technician
Worked as a desktop support technician in a Windows XP Environment, Lotus Notes as Mail client, and setup accounts in notes, added groups in domino admin, added new users and modified accounts on both active directory and NetWare, troubleshooting hardware software on IBM laptops and Compaq desktops, also using XP’s remote desktop tool.
5/06/05 - 09/30/05 SOUTH SHORE HOSPITAL WEYMOUTH, MA
NT to XP Migration Project
1400 desktop systems which needed to be updated from NT to XP, mainly HP/Compaq computers, creating the Ghost image, application testing, setup of printers, running sys-prep to finalize image, and then blasting fully tested image to end users pc.
9/25/00 - 4/15/05 FIDELITY INVESTMENTS BOSTON, MA
Trade Floor Support Analyst
Started position working on trading floor trouble shooting multiple applications and hardware fixes such as Bloomberg, Reuters, Itis, Fact set, Order Entry, Bridge, Netscape, Internet Explorer, Brio, HP Desktops and IBM Laptops for hardware, also spent time rebuilding/imagining systems with Ghost software from blue screens, worked on projects to update security patches on different groups within IBG, operating systems are NT 4.0 and XP, transferred to different location and had been involved with XP rollout, building new systems, updating systems with XP image, loading applications, updating Bios for older machines.
EDUCATION
09/92 - 06/93 COMPUTER PROCESSING INSTITUTE CAMBRIDGE, MA
Introduction to Computers/Networking CCNE
09/93 - 06/94 CLARK UNIVERSITY BRAINTREE, MA
Novell 4.11 & 4.12 Certifications
09/96 - 06/97 NEW HORIZONS BURLINGTON, MA
MCSE Course Certification
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