Desktop Support Engineer
Resume:
Jhamell A. Hamilton
** ******* ***** **., *** Brunswick NJ 08901
******@*******.***
Highly focused and self-motivated IT Deployment and Desktop Support Engineer with a wealth of experience in trouble shooting network, desktop, and hardware issues. End user provisioning in all areas of business. Proven track record in deploying new systems and IT infrastructure. Excels in complex roles requiring minimal supervision, advanced prioritization, organization, troubleshooting, and multi-tasking. Proven communication skills with end users, customers, and vendors, while addressing issues at hand.
Deployment and Migration Experience:
Project coordination of office moves
Migration of Polycom phones to VoIP technologies
Migrations of Windows and Office suite versions
Educational Testing Service (ETS.org) 11/2023 - Present
(Teksystems) – Princeton, NJ
Digital Workplace Engineer
Provide global IT support for escalated incidents for more than 2500 combined employees and contractors in an AVD, Windows 10, Windows 11 and Mac OSx environment
Implement, monitor and provide continuous improvements of digital workplace technologies for environment
Intune management for OS upgrading, application deploying and vulnerability management, ring management, group tagging
CrowdStrike usage for OS vulnerabilities and OS network traffic
Manage Mac OS deploying and app upgrades using JamF
Manage user accounts via Azure
Service Now utilization for ticketing
VPN client configuration using Akami Zero Trust client
BYOD mfa configurations
Brevan Howard US Investment Management LP 5/2023 – 10/2023
(StevenDouglas) – New York, NY
Desktop Support Engineer
Provide global Trade floor support onsite for more than 500 Brevan Howard Portfolio Managers and non-trader employees in a Windows 10 VDI environment along with Windows 11, and Mac OSx
Bloomberg installation and configurations along with troubleshooting Bloomberg excel add-ins
Service Now utilization ticketing system
Extensive administration of Active Directory for folder permissions, security group management
Extensive administration of Office 365 Admin
Administration of Intune for app deployments
VPN client configuration using Ivanti
BYOD configurations for employees
Intermediate PowerShell usage
Video Conferencing configurations – Microsoft Teams and Zoom Meeting Client
IM configs - Teams, Zoom, Slack and Symphony
GOLUB CAPITAL LLC
(Experis Manpower Group) – New York, NY 9/2019 – 5/2023
Snr. Desktop Support Engineer
Provide desk side service onsite and remote for 1000 + Golub Capital employees in a Windows 10, 11, and MAC OSx environment
Delivered high-quality technical support to company CEO’s and C-Suite executives, as well as provided remote location support and home visits
Service Now utilization ticketing system
Administration of AD and Azure
Light working experience with PowerShell
Intermediate experience working with Citrix environments
Administration of SCCM – app deployment, imaging/re-imaging
Administration of Intune
Bloomberg installations and configurations
Avaya and VoIP desktop phone troubleshooting and configurations
VPN client configuration
vLAN configuration for desktop and printer subnets
Remote connectivity tools - Microsoft Teams and Ninja RMM, Teamviewer
MDM support – iPhone/iPad devices
Video Conferencing configurations – Microsoft Teams, Creston, & Zoom Client
CELLEBRITE, INC. - Parsippany, NJ 11/2015-8/2019
IT Support Specialist
Provided service for Cellebrite North America headquarters, LATAM headquarters, as well as off-hours support to corporate headquarters located in Israel
Responsible for direct support of 60 users, 50 remote users, and remote support to 20 LATAM users in Windows 7/10, and MAC OSx environment
Management of company-based ticketing system
Administration and troubleshooting of Microsoft Office365 with O365 Admin and Azure
Administration of on prem Active Directory (AD)
Knowledgeable of WSUS, SCCM for imaging, management of Microsoft windows updates, and group policy management
Knowledgeable of VMware and vCenter
Administration and configuration of Microsoft Lync Server and configuration Skype for Business Server for support of Polycom VoIP desktop phones
Use TeamViewer and Bomgar for remote user support
Troubleshooting of Android and IPhone devices
Video Conferencing configurations – Blue jeans
McAfee ePolicy Orchestrator 5.9 administration - used for managing machines with McAfee for network monitoring, McAfee drive encryption, McAfee Dashboards, Windows Bit-Locker
Forcepoint Triton AP and DLP administration
oConfigured and restricted web traffic sites harmful to business environment
oCreated allowances for business website use
oManaged email trafficking- monitored for harmful email attachments
AMC NETWORKS
New York, NY 06/2015-11/2015
Service Desk/Desktop Support Analyst
Provide Service Desk/Desktop Support of 1500 users in a Windows 7, 8, and Mac environment
Extensive troubleshooting of Microsoft Office 2010 & 2013 and Mac Office 2011
Use of Service Now ticketing system to create and close tickets
Administration of Active Directory
Use SCCM for application push installs and remote onsite support
Troubleshooting of Android, Blackberry and IPhone devices
Atos IT Solutions and Services, Inc.
New York, NY 2007-2015
(Supporting businesses: Morgan Stanley, AIG, & McGraw Hill)
Project Coordinator - AIG 2014-2015
Handled project coordination of Remedy control tickets for AIG Server migration project
Assisted overall data center consolidation effort by managing creation of configuration items into two centralized data centers and supported business operation users
Identified and addressed gaps within the change management process to ensure proper migration of equipment
Coordinated with project managers at various data center locations to ensure migrating assets are properly catalogued within CMDB
Assisted PM with gathering data for updating SharePoint on Virtualization server project
Coordinated with project manager scheduling conference calls with engineers
Provided SME knowledge for CMDB
Desktop Support SME – McGraw Hill 2013-2014
Assisted in a Citrix environment VDI rollout of 200 plus users in locations of Hyderabad and Gurgaon India and the in Philippines, Manila
Responsible for creating Dell Wyse Thin Client image using Windows 7 Embedded OS
Built and supported of VDI image for rollout
Data migration of local and network PST files for Outlook migration
Coordinated the support metrics for rollout when complete for onsite support
Desktop Engineer/Application SME – Morgan Stanley 2010-2012
Application remediation for Windows 7 readiness
SWAT related remediation work to rectify performance/stability issues
Liaised with Windows Operations and Virtual Engineering to resolve and/or escalate issues in a timely fashion
Deployment testing engineer for Virtual and Physical Windows 7 OS and firms’ various applications
Responsible for building and deploying Virtual XP and Windows 7 computers firm wide
Assisted in creation of infrastructure and procedures for virtual computing deployment
Responsible for the decommissioning of legacy Virtual computers and migrating to an up to dated version
Desktop Support Engineer – Morgan Stanley 2007-2009
Supported Trade floor users of 250-300
Usage of Service Now ticketing system
Supported financial applications i.e., Bloomberg, Reuters, Fact set
Remote Desktop Connection for troubleshooting onsite and offsite software and network issues
Usage of firm’s web-based tool to monitor user applications, network shares, and PC functionality
Extensive troubleshooting of all model type Blackberry devices
Certifications
CompTIA A +
Dell Certified in all OptiPlex Model PC’s - 2003-04
Certification in Personal Computer Repair – Long Island University 1995
Software’s, Operating systems, & Servers
Microsoft Office Suite 97-2013, O365
Windows 2k, XP, 7, 8 and 10, Mac OSx
Windows Server 2003, 2008, and 2012
IT Deployment and Desktop support Professional
Proactive and reliable problem solver who responds to challenges with confidence and determination. Excels in fast-paced, complex environments to exceed expectations.
EXPERIENCE
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