Desktop Support Active Directory

Elbert Yan

917-***-**** / ***.******@*****.***

https://www.linkedin.com/in/elbert-yan-235127181/

CAREER SUMMARY:

Experience in the IT Field for over 5 years and working with clients regarding their technical issues. Proficient in PowerShell and Command Prompt scripting along with strong hands-on skills. Natural curiosity to learn/grow and a drive to continually improve. Experience with SQL and multi-tasking. Knowledgeable in the MS Office apps and working with Active Directory. Recently passed the Microsoft SC-900 and Associate Google Workspace Administrator exams.

EXPERIENCE:

ECI

529 5th Ave, New York, NY 10017 Feb 28th 2023 to Sep 20th 2024

Tier 2 Service Desk Analyst

Provided Level 1 and 2 end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office 365 environments.

Used the NICE app for picking up calls from clients and Bomgar for remoting onto their computers.

Used ServiceNow ticketing system for creating call cases and working on email cases assigned to us.

Worked on Active Directory for adding/removing users, password resets and setting up security and distribution groups.

Used Exchange to set up mail flow rules and utilized Intune for enrolling PCs and mobile devices.

Worked on fixing AVDs and licensing the Cloud PCs for provisioning.

Checked on access to Citrix for all users to confirm they are connected to access Citrix apps.

Trained new/current Tier 1 and fellow Tier 2 colleagues regarding cases that they require assistance with.

Utilized PowerShell for connecting to clients’ domains for granting access to other users’ calendars or contacts depending on the details of the case.

Utilized Group Policy from different Windows Server for making changes in Password Policy and creating mapped drives.

Worked with utilizing SentinelOne for security purposes on the clients’ PCs and laptops.

Conductor

2 Park Ave, New York, NY 10016 November 29th 2021 to October 4th 2022

Technical Support Engineer

Provided technical assistance and helpdesk support for incoming issues related to computer systems, software, and hardware.

Correctly track incidents and calls and check that all data is typed correctly into the database.

Utilized the Jira ticketing system for creating and checking the cases and Confluence for creating knowledge-based articles.

Knowledgeable in setting up the A/V equipment for regular meetings and every three months town hall event.

Worked on fixing printer issues for each department and making sure the print spooler is running from the Services app.

Set up MacBooks and Windows laptops for new hires and current employees with imaging specifically for Windows.

Collaborate with USPS as our main mailing service for shipping equipment to current and new employees.

Worked with VMware vSphere and ESXi for running Mac and Windows OS on single server.

Stayed longer in the office at times when asked by the C-Levels to check that the meeting rooms equipment are working especially the TVs and the stereos.

Utilized hands-on skills for repairing laptops with battery issues and getting cabling to work from users’ laptops to their monitors.

Used Okta for Single Sign On and checking on Zoom to make sure licensing is set up correctly for each end-user.

Resolved multiple technical issues including LAN and WAN.

Accessed Azure AD for checking of MFA enabling/enforcing for all users.

Options Group

121 E 18th St L Manhattan, 10003 August 26th 2021 to November 15th, 2021

IT Support Analyst

Troubleshooting hardware, software, printers and network connectivity along with supporting users from the global office.

Building PCs from scratch, installing the operating system and all the drivers compatible with the specific machine (audio, video, Ethernet, others). Assisting users to set up their voicemail, security code, and preferences on their work phones.

Installing Microsoft Office suite, Antivirus, and other software on PCs and maintaining and troubleshooting users’ mobile devices.

Performed PC cleanup, installing required updates and patches on desktops. Also lifting 30-pound objects in the office.

Thornton Tomasetti

120 Broadway Manhattan, 10271 April 5th 2021 to July 1st 2021

IT Support Technician

Used ServiceNow to accurately document, prioritize & track requests.

Install, diagnose problems, repair, maintain, and upgrade all PC hardware, software, and equipment to ensure optimal performance.

Troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where needed.

Assist in preparing, maintaining, and upholding procedures for logging, reporting and statistically monitoring desktop operations.

Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards and other components and equipment.

Train and orient staff on use of hardware, software, and IT policy and procedures.

Work with vendor support to resolve technical problems with desktop equipment and software.

Image desktops/laptops for new hires or current employees and making sure each desktop is installed with Windows 10 OS.

StoryCorps

80 Hanson Place Brooklyn, 11217 January 13th 2020 to February 28th 2020

IT Support Intern (Short internship due to Covid-19)

Assist in troubleshooting issues (fixing remote staff user’s Mac Library folder)

Provide technical support related to Mac equipment (also using ConnectWise/Addigy to remotely access users’ computers to fix their computers)

Assist in organization and maintaining IT resources (also updating inventory)

Help with upgrading network equipment

Monitor back-up systems

Work with the ticketing system (Zendesk and FreshService)

Also worked with G-Suite to add or remove accounts, change the passwords, and check apps being used

NopSec

20 Jay Street Brooklyn, NY, 11201 November 19th 2018 to January 18th 2019

Intern

Installing SCCM on OpenStack account creating a Primary and Central Administration Site with SCCM installed for sales related tasks. Creating two instances, one labeled Primary Site and the other labeled Central Administration Site. Using Server Manager and added the ADDS, WSUS, installed SQL Server to create a database

Using Salesforce for updating information and tracking customer interactions

In charge of an eBay/PayPal Account to sell merchandise such as laptops, keyboards, and printers

Documenting the inventory on the Equipment Inventory List on Google Drive

Creating a handshake account to post an Accounting Internship (Paid/Unpaid)

Used Slack for communicating with other employees

New York City College of Technology, New York, NY, 11201 January 2018 – May 2018

Computer Systems Technology Intern

Created Linux/Windows virtual Machines with VMware vSphere Client

Used remote desktop to create virtual directories for professors with Internet Information Services 7

Assisted students and CST interns in the CST Computer Lab

Tracked completed assignments by updating CST Intern Wiki

Worked on Active Directory, Group Policy, Domain Controller, and Certificate Authority on the Windows Server OS

Used Office 365 to check email and for communicating with other people

EDUCATION:

NPower Tech Fundamentals Program, Brooklyn, NY, July 2019 – December 2019

(CompTIA A+ Certification, 16-weeks class instruction/7-weeks paid internship/mentoring from senior-level IT professionals & career development workshops)

New York City College of Technology, Brooklyn, NY, graduated June 2018

Bachelor of Science in Computer Systems

SKILLS:

Time Management and Attentive

Critical Thinking along with leadership

Teamwork and communication

Contact this candidate