Desktop Support Technician

Smith Lunique

SUMMARY

Desktop Support professional with 7+ years of experience Customer-focused Desktop Support Technician with more than years of success in a variety of computer operating systems applications and hardware. Analytical and adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards

SUMMARY SKILLS

Operating System: Windows / 2000 / XP Pro / 7 / 10

Business Apps: / XP / 2003 / 2007 / 2010/ 2013/ 2016/ Office 365/Outlook/ Excel

Network: LAN / WAN / IGRP / EIGRP / OSPF/ TCP/IP / SNMP / POP2 / IMAP /

Platforms: Windows, MAC OS

Experience with hardware and software desktop configurations and installations for users

Troubleshoot and supported Thin Client related issues

Experience with Network troubleshooting as well

Worked on a conversion from Windows XP to Win7 initiative

Deployment of Windows 10 images

Configuration and support of Wyse Device

Install, configure and Perform printer installation, support for users when needed

Copy all user profiles on PC to a network location

EXPERIENCE

Freelance Computer / August 2023 – To Present

Computer diagnostic laptop or desktop pinpoint the issue

Upgrading the operating systems to newer OS

Software installation & Microsoft office products

Data Backup & reinstall to the newer machine

Printer configuration

Creating a backup Imaging for recovery laptop or desktop

Setup Microsoft Authenticator for the client

Perform Break Fix

Usage of service now ticketing systems

USMT backup & data restore

Laptop imaging & refresh

Marsh McLennan /ARTECH INFO September 13/2022 - June 30/2023

Desktop support Analyst / IT Support

Configuration of Lenovo laptop for deployment for Partners / Colleague

Contact the End-user for an appointment /Tutoring the colleague about expectation

Partners who’s has been qualified to be upgraded from PC – MacBook Pro

Providing assistance for data backup via OneDrive & create a folder for bookmarks

Helping with the data transfer (desktop, documents, download) network access & printers

Configured MacBook Pro for Zoom conference room & troubleshooting

Provided Level 1 & Level 2 technical support in person or remotely by identifying the root of that

Cause after troubleshooting & resolving through corrective steps

Supported for Microsoft office & office 365 product

Configured MDM for IPHONE OR Android

Provide break fix laptops for those laptops that had been underperform or failure

Assist in the planning, implementation & maintenance of network

Perform routine maintenance tasks, such as system updates, backups

Diagnosis and correct wireless network issues reported to the proper channel

Assist the customer @ the tech bar such as hardware & software relative issue,

Used of Crash Plan for data recovery when crashed or transferred to the new laptop

Set up MACKBOOK for Zoom conference Video call test the equipment for

Sound & Polycom Microsoft teams for windows client

PC imaging with PXE BOOT from desktop- desktop & laptop migrate Windows 10 OS

Imaging MacBook Pro with Sierra

Set-up Microsoft Authenticator for the business partners

Metropolitan Transportation Authority / QED National September 2021 to February 2022

Desktop support technician

Helping the End-user with back to work network issue or providing technical support

Conversion from Thin OS to PC OR Laptop

Create a backup folder for data transfer & Bookmarks

Replacing SATA drive With Solid state drive & adding more memory for better performance

Configuration of Dell PC/ laptop for deployment to the End- user / Tutoring

Contact The End-user for an appointment

Swapping the Thin OS or older PC / Laptop for a newer version with an updated OS

Email configuration, printer access & mapped share drive

Usage of Service Now ticketing systems

Provide level 1 & 2 desktop support including installation & troubleshooting, post migration to all users

Adding the End-user to the remote desktop group for remote desktop connection

Troubleshoot post deployment on windows platforms

Disposal, redeployment pf hardware refresh

Metropolitan Transportation Authority (MTA) / Unique Computer August 2019 to July 2020

Technical support / Desktop support

Executed Windows 7 to 10 migrations for users by prepping desktops for deployment, transferring and backing up data, configuring emails, and mapping shared drives

Upgrading D90 with Windows 10 OS

Conversion from PC to Thin OS

Transferring data from the backup folder

Prepping desktop for deployment by implement the new OS

Contact the end-user to schedule an appointment

Create a backup folder for data transfer & Bookmarks

Distribute software through Active directory

Added new PC to the appropriate Domain

Rejoined the Domain when a PC / Laptops got kick off the domain

Deployed desktop to the end-user / Tutoring

Swapping the old PC / Setup the new image PC

Troubleshooting /providing end-user support

Configuration of Dell laptop & deployed

Hard-drive encryption /Recovery specialist

Traveled & Supported different sites

MacAfee – Endpoint Encryption / Anti-Virus

Provided Level 1 & level 2 support for New- York Regional service

Usage of Service Now ticketing systems for troubleshooting End-users application or software requested

Remote desktop connection via Citrix & adding the User to remote desktop group for secure connection

Troubleshooting Citrix apps when connection failed & provided a solution to the user to limited downtime

Bed Bath & Beyond / Robert Half - Technology August 2018 to June 2019

Technical support / Desktop support

•Configuration of Dell laptop surface book/Pro

OS migration windows 7 to windows 10

Deployed Laptops to the End –users / Tutoring

Create a backup folder on the new laptop for data Transfer

Helping with the Bookmarks from Mozilla / chrome

Jabber configuration & VPN setup

Provided daily support

Troubleshooting Jabber & VPN issue

Publishing software through BMC

Added to the Domain / rejoined the domain when drop off the network

Collected the previous hardware

Migrated End-users from lotus notes to Office 365

Resetting End-users password through active directory

Refreshing PC

Adding tools for Microsoft Excel / impromptu

Email configuration for lotus notes or Office 365

Printer configuration / folder access

GAP USA New-York NY

Desktop support

September 2016 to March 2018

Configuration of Dell Laptops

OS migration XP TO windows 7

Migrate Windows 7 to Windows 10

Deployed Laptop to the End users/ tutoring

Responded to all Business Partners email or walkthrough

Hard-drive encryption/ decryption

Resolved any Bitlocker issue

Microsoft outlook support / PST issues

Systems file recovery & data backup

Mac OS configuration & deployed to the Business Partners

Experienced with MAC OS (Sierra)

Mac OS Recovery

Participated in conference calls to provide current issues and update command center with completed tasks and support that reduced end users issues.

Responsible for reporting issues that affect network and provided support to all end users efficiently.

Performed Hardware and software break fix in a windows 7 based environment

Provided 1st, 2nd level desktop support for all application issues daily including installation, testing, operation, troubleshooting, maintenance and post migration to all end users

Wi-Fi access / Troubleshooting

Manage, troubleshoot & configure printer

Troubleshoot network connectivity issues for end users to the server

Migrating office 2010 to office 365

Configured Essbase & Smartview

Outlook 2016 & excel 2016 trouble shooting

oCreating email users

oConnectivity issues

oTroubleshooting

Adding users and software through SCCM

Operating in a 55% PC 45% Mac environment

oImaging through Casper for Mac End users

Resetting BP password in Active Directory.

COMNETUSA LLC, NJ / FREELANCE August 2016 to September 2016

Cable management- wiring, crimping, racking

Configured computer on the network

Configure network printer

Troubleshooting PC & Switches

Computer upgrade

Randstad / Group M marketing, NY

Tech Support May 2016 to July 2016

Setup IOS devices

Migrated Windows XP TO Windows 7

Hardware & Software support

Performed data backup / defragmentation

Deploy applications using LANDesk

End user support

Map networking printers

AIG Insurance, Exchange Place, NJ Aug 2011 to Dec 2015

Desktop/Tech Support

Support end users with system, software and hardware issues

Map network printers. map driver and folders

Troubleshoot and supported Thin Client related issues

Network troubleshooting

Worked on a conversion from Windows XP to Win7 initiative

Wyse device configuration and support

Deployment of Windows 7 images

Support for cisco switch - Moving user devices and hardware from site to site

Reimaging laptops from old users for use. Re-adding them to the domain.

Help Desk Ticket servicing from end users.

Traveled and supported Multiple sites

JP Morgan Chase, Exchange, Place, NJ April 2011 to May 2011

PC Support

Install and configure network printers, map drive and folders

Computer deployment, imaging computer, disk wipe

End user support

Data migration

Exxon Mobile, Edison, NJ July 2010 to Sep 2010

Desktop Support

Migrate from windows XP to Windows 7

Network troubleshooting,

Anti-virus update

Phone support

Upgrade lotus notes to MS-Outlook

Citigroup, NY Aug 2008 to Aug 2010

PC Support

Computer deployment

Imaging computer

Disk wipe

Support end user

Data migration

EDUCATION

TCS, Technical Career Services, New York, NY April 2010 – June 2011

A+ Certification Class

N+ & Network security

CCNA, Cisco Certified Network Associate

MCITP

Exchange Server

THE Chubb Institute, Jersey City, NJ, USA February 2006 - October 2007

Computer Networking & Security

A+ Certification Class

N+ & Network security

CCNA, Cisco Certified Network Associate

MCSA, MCSE

Linux

Digital Forensics

Pursuing the following Certifications:

CCNA

WINDOWS Server, MCSE

Network +

A+

Linux

Cisco Security

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