Help Desk It Support

Dennis Le

*******@*****.*** 203-***-****

Employment

Danbury Mission Technologies/ ARKA Group, Lp

oIT Help Desk Tech II

February 2023-Present

Provide quick and efficient IT support through chat, phone, email, in person and ServiceNow and Jira ticketing system

Maintain SLA guidelines

Support various technologies including Windows Desktop/Server/Active Directory architecture, Microsoft365, InTune, AzureAD, and DUO MFA

Perform triage and analysis against all requests submitted by end users and respond to service requests in an appropriate and timely manner

Installation, configuration, upgrading and testing of desktops, laptops, and notebooks

Installation, configuration and deployment of software applications on the network and on individual systems

Documentation, recording and logging of work in the ticket system for management and appropriate ticket allocation

Setup and maintain applications and access on employee workstations

Support and maintain active directory

Installation and configuration of video and telecommunication systems

Monitor the performance of the company's desktop infrastructure and make suggestions for improving efficiency

Evaluate applications and software patches for desktop applications ensure optimized performance of desktop issues

Investigate vulnerabilities using Nessus Tenable in environment, utilizing SIEMs ie Crowdstrike to identify issues and secure environment.

Manage USB device policies through Falcon Crowdstrike

Assist with corporate meta-tenant migration

American IT Solutions – Contract to Boehringer-Ingelheim

oFloorwalker/ IT Consultant

August 2021-January 2023

Work closely with the business and leadership to identify pain points with current processes.

Tailor training to the end-users to help them work more efficiently and more organized.

Provide training and documentation on newly adopted technology offered by the business.

Observe how the business functions as a whole

Consult business management on issues the end-users are having with the technology

Liaison between IT and business to ensure a working relationship

Worked with team on projects in Jira, utilizing Agile ideals such as Scrum and Sprints

oIMAC/R Help Desk Technician

April 2021-August 2021

Windows and PC upgrades

Imaging & PC Deployment

Maintain PCs and printers; minimizing downtime

Install PC hardware for end-users

Analyze and diagnose problems reported by end-users

Track and updated all problem calls through corporate tracking system

Be asked to assist with other various IT related projects

Monitor the Desktop Support Queue & help maintain the SLA guidelines set

Education and Certificates

CompTIA Security+

University of Connecticut

Bachelor’s Degree in Psychology

Skills

Extensive knowledge of Microsoft Office365, Sharepoint, ServiceNow, Active Directory, AzureAD, InTune, Jira, Nessus Tenable, Patch Manager Plus, ADAudit Plus, ADManager, Falcon Crowdstrike.

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