Desktop Support Help Desk

Christian Cabral

High Point, NC *****

919-***-**** ******.*********@*****.***

OBJECTIVE

To obtain a senior position that leverages my experience in help desk & desktop support in multiple industries including financial services, telecommunications, pharmaceuticals, and retail, and build on my focus of study in Information Security and Cyber at Wake Technical Community College.

CAREER HIGHLIGHTS

• Level 2 Helpdesk and Level 2 Desktop Support for Fortune 500 companies.

• Roles that required a strong independent thinker that can quickly determine the scope of a problem and determine a path to resolution quickly.

• Strong emphasis on Cybersecurity and protecting company data.

• Collaborator and ability to communicate technical issues in layman’s terms.

• Used different ticketing systems including Magic, Remedy, ServiceNow, etc. for documentation.

• Extensive firsthand knowledge of different applications. Operating Systems and working in a Domain and Cloud based Network environment.

EDUCATION

Compute Career Center, Garden City, NY

• Certified CNE, A+ and MCSE - 1998

Wake Technical Community College, Raleigh, NC (2016 - 2021)

• Associate in Applied Science Information Systems Security

• Associate in Applied Science Network Management

TECHNICAL PROFICIENCY

Platforms: Microsoft Windows OS (XP, Vista, 7, 8, 10, and 11, NOS Server 2008/2012), Novell NetWare 4.11

Networking: TCP/IP, ISO/OSI, Ethernet, VPN, SSH, SecureID, Wireless

Applications: Java, Lotus Notes R7, Cisco firewalls, routers, switches, Microsoft Office Suite (Word, Excel, Visio Logic, PowerPoint, Access, Project, Outlook), IBM Emulator (AS400), PeopleSoft, LANDesk and Tivoli, Maximo

Utilities: Malwarebytes, McAfee, Intune, JAMF, Active Directory, Azure, Remedy, Remote Control Tools, ITCM, ITIL and Agile methodologies, Triolet and others.

CERTIFICATIONS

A+, STI Certified Help Desk Professional, Novell CNE, Microsoft MCSE 4.0

CONTRACT AS NetApp Inc, RTP NC

SIGNMENT EXPERIENCE (1999-Present

NetApp Inc, Research Triangle Park, NC

Desktop Engineer – September 2024 -present

Assist users with troubleshooting OS, software application and Network issues.

Assist with lockout issues.

Utilize JAMF utility to assist users with recovery and other Mac laptop issues.

Utilize Intune to assist with login and other Lenovo Windows issue.

Use JAMF and Intune for provisioning Mac and Windows laptops.

COFORGE Inc, Greensboro NC

Desktop Engineer - AUGUST 1ST 2024 – September 2024

Using Intune and Azure AD to add user to Network.

Use ControlUp to add application and monitor systems.

NetApp Inc., Research Triangle Park, NC

Desktop Engineer July 2024 – July 2024

Assisted migration of Windows 10 to Windows 11 OS.

Used Intune and Azure AD to to add user onto the NetApp network.

Assisted with “Back to Office” initiative.

One month assignment.

Persistent Systems Inc., High Point NC- Senior Lead Desktop Engineer 2nd Level.

Feb 2023 – June 2024

• Installed and configured Firewalls, layer two and layer three switches.

• Monitor and support, onsite, network and user issues.

• Provision laptops for different organizational clients based on need.

• Ship laptops via FedEx to agents in the U.S. Troubleshoot and repair different hardware and software issues.

• Use Summit AI for receiving tickets and documentation.

NetApp Inc., Research Triangle Park, NC – Desktop Support 2nd Level, June 2022 – February 2023

• Support thousands of employees on Windows and Macintosh laptops.

• Support Windows 10 and 11 OS and macOS Monterey and Ventura.

• Azure Active Directory joined network.

• Providing remote assistance for external customers.

• ServiceNow, technical support via the telephone, email, and remote interface device. for customer issues.

• Met SLA requirements while delivering service excellence.

• Troubleshooting utilizing knowledge base common and unfamiliar technical issues.

• Utilized ITIL for managing Incidents, problem management.

• ServiceNow, provided operational support for user identity management, username provisioning, system access, and password management. (Azure Active Directory).

UNISYS INC., Remote – Help Desk 1st Level, April 2021 – April 2022

• Accepted on-call responsibilities, supports customer emergency issues, and escalated to the appropriate person or group as needed.

• Used ServiceNow a.k.a. SNOW for ticketing, tracking and knowledge articles.

• Worked new account for Fannie Mae.

• Provided operational support for a variety of customer system platforms including workstations, mobile devices hardware.

• Installs, configures, upgrades, and maintains end-user computer and phone systems.

• Application support.

• Knowledge of ITIL principles (Incident, Change and Problem Management)

• Managed elevated levels of call flow and responded to technical support needs.

Work gap explanation.

2016 – 2020 - I attended Wake Technical Community College Fulltime.

• I studied, Networking Management, Information Security and Cybersecurity.

• December 2018, I underwent an Aortic Valve replacement surgery. (birth defect).

• 2019 Rehabbing after Surgery.

• 2020 COVID.

• I started working again in 2021.

NEUROCOG TRIALS INC., Raleigh NC – Help Desk Intern - 6 months. Sep 2017 Feb 2018

• Supported users with hardware issues.

• Supported users with login and password related issues.

• Reported to management on progress and related school internship.

• Experience in monitoring and ticketing system, strong experience in ServiceNow.

WAKE TECHNICAL COMMUNITY COLLEGE., Raleigh, NC – Veterans Affairs Assistant, Mar 2016 – Aug 2016

• Assisted VA department sorting files and assisted with paperwork for VA benefits. Organized cabinets and general duties in assisting in support of Military Veterans.

ANNETAYLOR INC., Cary, NC – Help Desk 1st Level, Nov 2014 – April 2015

• Received calls from 2000+ store and corporate employees regarding network issues.

• Utilized company knowledge base to determine best practice for resolving customer issues.

• Assisted with printing, application, hardware, software, OS, and network issues.

• Used Service now for ticketing system.

• Provide support via phone, email, deskside end users.

• Closed incidents, tasks with Service Now ticketing system.

• Manage common issues such as account unlocks, email configuration, password resets, VPN troubleshooting,

• High Level Communication, IT Asset Management, ITIL Experience

BLUE CROSS BLUE SHIELD, Durham, NC- Desktop Support 2nd Level, March 2014- Aug 2014

• Troubleshot and resolved hardware and software issues.

• Resolved LAN, WAN, Ethernet, and Wireless authentication issues.

• Accepted on-call responsibilities, supports customer emergency issues, and escalated to the appropriate person or group as needed.

• Follow ITIL guidelines when conducting business.

• Desktop/Help Desk IT Support, as needed. Created tech support tickets, as needed (Tier 1 and Tier 2)

• Assisted in roll outs of Windows 7 and dual monitor conversions.

WELLS FARGO, Charlotte. NC – Help Desk Analyst 2nd Level, June 2013 – Oct 2013

• Assisted thousands of users with “Smart Station,” application and desktop issues.

• Supported all network connection and connectivity and VPN access issues.

• Provided computer help desk support via phone, email, and chat communications with end-users.

MERCK PHARMACEUTICALS, Charlotte, NC – Global Command Center Tech 2nd Level, Apr – Jul 2013

• Received and resolved email and phone alerts regarding infrastructure issues.

• Tracked and documented issues to resolution using Remedy ticketing system.

LF USA, Greensboro, NC – Active Directory Admin/Project Lead/Help Desk, Aug 2012 – Feb 2013

• Project Lead on Active Directory cleanup project supporting three thousand users with login, connectivity, and application use issues.

• Updated and created forms for knowledge base entered for help desk and employee use.

BANK OF AMERICA, Greensboro, NC – Desktop Support 2nd Level, June 2011 – April 2012

• Supported approximately 150 users with hardware, software, and configuration issues.

• Responsibilities to provide quality customer service along with technical support to all end- users.

• Provided IT services including Phone/email.

• Trained and advised clients regarding progress on new “White Glove” Initiative.

POLO RALPH LAUREN, Greensboro, NC – Help Desk Analyst 1st Level, Jan 2011 – April 2011

• Supported 20,000 users on Microsoft network regarding connection & connectivity issues.

• Supported 700+ application break fix and escalations plus VPN connection and login Issues.

CREDIT SUISSE, Morrisville, NC – Help Desk Analyst 2nd Level Support, June 2010 to Oct 2010

• Supported application and network issues for 40,000 plus users on a Microsoft network.

• Troubleshot network connection and connectivity issues including VPN issues.

TIME WARNER CABLE, Greensboro, NC – third level Technician, March 2009 to June 2009

• Diagnosed connection and connectivity problems with Internet, VoIP phone, wireless routing, and cable TV for residential customers.

• Upsold Time Warner Products to customers, offering promotional sales and products.

WACHOVIA BANK, Winston Salem, NC – Help Desk Analyst 2nd Level, April 2008-Jan 2009

• Received Excellence First award recognition for superior service.

• Supported Securities employees with connectivity and PC issues.

LABCORP, Burlington, NC – Help Desk Analyst 2nd Level Support, Nov 2006 to April 2008

• Supported thousands of employees resolving network and application issues.

• Utilized an in-house developed ticket system (Magic) to log and escalate issues.

• Followed ITIL methodology to resolve issues.

JPMORGAN/CHASE BANK, New York, NY – Help/Desktop Analyst 2nd Level June 1999 to Nov 2005

• Instrumental in bringing two helpdesks to a 90% first call resolution.

• Trained new hires.

• Escalated issues to proper support groups providing follow up to resolution.

VOLUNTEER EXPERIENCE

Interactive Resource Center (IRC), Greensboro, NC, June 2009 –Sept 2010

Ran Computer Lab; resolved network and PC issues for the homeless

Americorps – Greensboro, NC, Volunteer, Sept 2009 – Sept 2010

Completed one year commitment including fund raising events such as Extreme Home Makeover

Contact this candidate