Desktop Support Help Desk
Resume:
EXECUTIVE PROFILE
AREA OF EXPERTISE
Service Request Management – 11+ years
Knowledge Management – 11+ years
IT Asset Management – 11+ years
Help Desk and Desktop Support – 11+years
Service Level Management – 11+ years
Configuration Management – 11+ years
Incident Management – 11+ years
Continual Management – 11+ years
Problem Management – 11+ years
GMP and Non GMP Laboratory Support – 4+ years
Network Infrastructure Support – 4+ years
ITIL- Information Technology Infrastructure Library – 11+ years
Change & Release Management – 11+ years
EDUCATION
Pace University – NYC
New Jersey Institute of Technology – Newark, NJ
Alpha Train Technical School – Newark, NJ
Microsoft Virtual Academy – Online
Microsoft Course training – Windows Server 2012, Exchange 2010, SCCM 2012, App V, PowerShell
EDUCATION
Dell Certified Systems Expert – DCSE ● HDI Support Center Analyst Certificate
CompTIA A + Certificate ● PC Helpdesk & Desktop Support Certificate
Auto Store Certified Administrator
TECHNICAL SKILLS
Application Software:
Microsoft Teams, SharePoint, Project, Zoom, FortiClient, Okta, Office365,, Adobe Acrobat, McAfee Endpoint Encryption, Entrust, Data Key, USMT, Symantec Ghost and Anti- Virus Enterprise, Bit locker, Oracle, KACE Box Agent, MDT2010, WAIK, Veritas Backup and Recovery, Acronis Backup and Recovery
Audio/ video and Messaging Experience:
Audio Quality and Electronics Test Professional, Microsoft Exchange (v2003 and v2010), MS Office 365, MS Outlook (2010, 2013 and 2016), Air Watch, Blackberry Desktop Mgr. / Link, Lotus Notes
Platforms:
Windows (Win7, Win8 and Win10), Windows Server (v2016, v20012 R2), Exchange Server 2010, Mac OSX, Microsoft365, Virtual Desktop Infrastructure, Microsoft Azure, Microsoft Office365, Microsoft Intune, Microsoft System Center Configuration Manager, VMware, Veritas Backup & Recovery
Systems:
Office365 Admin Center, Adobe Admin Console, Active Directory Administration, Internet Information Services (IIS), Group Policy Administration, Microsoft System Center Configuration Manager (SCCM) 2007, 2012
Tracking Ticket Software:
ServiceNow, ConnectWise, Freshdesk, Altiris, Track IT, Service Desk and BMC Remedy
Networking:
CrowdStrike, Sophos VPN, FortiClient, Cisco VPN, Cisco OpenDNS, Ethernet connectivity, LAN, WAN, WLAN, VPN, Remote Desktop, VOIP, Network and Local Printers, Network and Local Scanners, ODBC settings, Remote Access tools, Tandberg Audio/Visual Teleconferencing System Microsoft Surface Devices
PROFESSIONAL EXPERIENCE
Novavax (HeadQuarters) § Gaithersburg MD (Nov 2023- Present)
IT Application Support Engineer II with Asset Management - Shared Services (Global) team
Application Support Engineer II duties – both via phone and in person – provide system support and maintenance within the organisation’s desktop computing environment.
Installing, diagnosing, repairing, maintaining, and upgrading all Lenovo hardware and equipment
Troubleshoot problem areas (in person, by phone, or via remote access) with wired and wireless network connectivity utilising TeamViewer.
Acts as an escalation point for more junior technicians and engineers.
Provide user and email account administration, i.e., password resets, account moves, adds, and changes in Active Directory and Microsoft 365.
Use diagnostic tools to troubleshoot problems with associated with network connectivity via Forticlient VPN and/or Cisco AnyConnect VPN
Work with vendor support contacts like Lenovo, Microsoft, Adobe to resolve technical issues within the desktop environment.
Understand and initiate high-level troubleshooting processes for end user computing technologies including PC hardware, virtual desktops, MS Office applications, security agents/tools, and application performance on these devices.
Take ticket ownership and responsibility of queries, issues, and problems assigned to the IT Service Desk.
Asset Management duties - responsible for inventory control processes that account for property received, shipped, excessed, moved or transferred for all sites within North America Novavax Headquarters location.
Maintain a lifecycle repository for all assets consistent with an Enterprise IT Service Management (EITSM) system of record (e.g., Service Now).
Leads data validation and consistency processes for asset management systems of record.
Leads asset discovery processes to identify location and owners for unaccounted assets.
Use Smart Deploy PDQ for imaging and Self-Service Portal deployment tools to load, copy, and customise operating system configurations for deployment.
Track hardware and software with Service Now for end user equipment as well as laboratory equipment.
Responsibilities include - Solid understanding of computer hardware, operating systems (Windows, macOS), and software applications. Proficiency in troubleshooting and resolving technical issues related to desktops, laptops, printers, and mobile devices. Answer phones, self-service tickets, emails, chats, and walk-ins from the IT Express Bar.
Able to take ownership and work independently on assignments as well as work as part of team.
Respond to hardware and application support queries and issues reported to the IT Service Desk.
Assist with user onboarding and off-boarding processes, including setting up user accounts, permissions, and access rights.
Experience with advanced network troubleshooting, including TCP/IP, DNS, DHCP, and VPN.
Strong customer service orientation with excellent communication and interpersonal skills.
Miltenyi Biotec MBNA § Gaithersburg MD (November 2022- August 2023)
IT Support Specialist
ESSENTIAL DUTIES AND RESPONSIBILITIE
Provide Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems.
Implement, and maintain network infrastructure, including routers, switches, firewalls, and VPN connection.
Monitor network performance and troubleshoot issues to ensure optimal network operation.
Collaborate with cross-functional teams to design and implement network solutions that meet business requirement.
Provide technical support and assistance to end-users regarding network connectivity, TCP/IP protocols, and Windows operating systems.
Managed switches, Wi-Fi coverage, and deploying the latest technology in hardware & software applications for the show to utilize on a day-to-day operation, including field offices and productions offices as well as personal in-home systems and support.
Manage Active Directory and Group Policy Objects (GPO) for user access control and security.
Assist with desktop support and help desk tickets related to network connectivity issues.
Desktop support and administration of computing hardware and systems, packaged software, peripheral equipment, proprietary software, and network connectivity.
Troubleshoot WiFi and VPN issues with laptops, tablets, phones by remote tools, email, phone and/or MS Teams.
Troubleshoot IT related hardware, e.g., computers, laptops, printers, scanners, speakers, PDA's, cell phones, monitors, desktop cameras, and other peripheral devices, software, etc., to determine the best method of repair.
Experience with ServiceNow for the following purposes - Asset Management, Incident Management, Request Management and Procurement Management
Create Standard Operating Procedures (SOPs) to document change processes.
Create, Store, and Track Documents in SharePoint/MS Teams.
Assist the Facilities team with regular testing of all MS Teams / Zoom conference rooms on a regular scheduled cadence.
Manage the maintenance of Windows OS and MS Teams / Zoom software installed on dedicated meeting room PC equipment.
Configure and install various network devices and services.
Act as subject matter exert for MS Teams /Zoom application and how it integrates with the conference room AV equipment.
Microsoft 365 experience with Excel, Word, and Outlook.
Willingness to learn new processes and handle multiple tasks.
AstraZeneca (Frederick Manufacturing Center) § Frederick MD (October 2019- Sept 2022)
Operations Computing Service Technical Analyst
FMC AZ IT team and OCS Americas (Global) team
Troubleshooting and Issue Resolution: Diagnose and resolve complex hardware, software, and network issues for executive desktops and laptops. Troubleshoot connectivity problems, performance issues, printer issues, and application errors to minimize downtime and interruptions.
Hardware and Software Maintenance: Manage executive-level desktop and laptop inventory, ensuring that all devices are up to date with the latest software and security patches. Proactively identify potential hardware failures and arrange for timely replacements or repairs.
Conference Room Support: Assist the Facilities team with regular testing of all MS Teams / Zoom conference rooms on a regular scheduled cadence.
Manage the maintenance of Windows OS and MS Teams / Zoom software installed on dedicated meeting room PC equipment.
Ensure additional testing is performed after any changes to software or hardware on the PC equipment in the conference rooms.
Act as subject matter exert for MS Teams /Zoom application and how it integrates with the conference room AV equipment.
Executive Onboarding and Training: Assist in setting up and configuring new executive-level employees' technology equipment. Provide training and guidance on how to effectively use company-approved software and tools.
Mobile Device Support: Support executives with their mobile devices (iPhone, Android, iPad, Surface Book, Honeywell scanners, ensuring they can seamlessly access company resources on the go.
Security Patch Deployment for lab computers in Manufacturing and QC Laboratory
Installed and maintained various hardware including video matrix switches, audio amplifiers, UC, video/audio conference systems, video scalers/converters, audio matrix switches, touch screen, automation and control systems.
Windows 7 to Windows 10 PC Refresh for lab computers in Manufacturing and QC Laboratory
Digital Transformation for Manufacturing Division with Ergotron Mobile Workstations and Avocor Touchscreen Monitors and Intel NUCS
Wireless Access Point Upgrade – Cisco Wi-Fi Mesh 6
Wireless Assessment performance optimization for Manufacturing and QC Laboratory areas
Honeywell Handheld Scanners upgrade for Supply Chain and Warehouse departments
Upgrade Category 5e to Category 6 cables and Cisco Switches for Operations
Domain Migration for lab computers in Manufacturing and QC Laboratory
Veritas Backup and Recovery for lab computers in Manufacturing and QC Laboratory
Knowledge Base Document Repository for Global OCS Division
Typical Accountabilities:
Accountable for the operation, repairs, and improvement of LAN/WAN/WLAN networks.
Knowledgable with networking protocols, such as TCP/IP, DNS, FTP, and SMTP.
Recommend to the organization about the need for upgrading wireless network access points and LAN ports.
Perform WiFi assessment for troubled areas with web-based tools for WLAN.
Provide system administration for local and cloud-based systems.
Conduct Microsoft/Office 365 account setups, password resets, disable and enable accounts.
Manage Active Directory users, groups and Group Policy containers.
Experience with ServiceNow for the following purposes - Asset Management, Incident Management, Request Management and Procurement Management
Microsoft 365 experience with Excel, Word, Project, and Outlook.
Strong troubleshooting skills, able to quickly identify client issues, and be able to conduct in-depth diagnostics on Microsoft Intune products and services.
Comprehensive knowledge of Microsoft Azure
Executive-Level Technical Support: Provide top-tier technical support to executives, responding promptly to their requests via various channels such as in-person assistance, phone, email, chat, or remote support tools.
Security and Data Protection: Ensure that executive-level employees' devices and data are protected from potential security threats. Implement security measures and adhere to company policies to safeguard sensitive information.
Collaboration and Coordination: Collaborate with other IT teams, such as network administrators, system administrators, and security specialists, to resolve complex technical issues and implement IT projects effectively.
Vendor Management: Work closely with vendors and external support teams to escalate and resolve issues beyond the scope of internal support capabilities.
Design Data Consultants§ Gaithersburg MD (July 2019- Sept 2019)
Senior Information Technology Specialist, Information Technology Division
Essential Functions:
Experience with ServiceNow for the following purposes - Asset Management, Incident Management, Request Management and Procurement Management
Microsoft 365 experience with Excel, Word, and Outlook.
Support all UC and A/V Operations throughout the enterprise by providing level II and III support to our Users, Help Desk and Facilities departments for all meetings large and small.
Configure and troubleshoot Office 365, VMware, Windows Server 2010, 2012, 2016, Windows 7, Windows 10, Mac OSX
Perform proactive, periodic preventive maintenance inspections for all equipment of Senior-level officials; this includes, but is not limited to, printers and other IT devices.
Provide IT support during outages to notify offices and expedite/apply temporary fix actions.
Serve as the focal point for COOP planning of IT support Provide installation and support services for computer hardware, standard and local software applications, communications, e-mail accounts, desktop and laptop systems, multi-function output devices, and computer support to both local and remote users. Installation services include managing the setup, installation, moves, adds, and changes for IT hardware and software.
Assist users with hardware, software, and operational support requirements using industry standard practices.
When necessary, coordinate the repair activities with the manufacturer or extended warranty vendor.
Have a mid to senior level LAN (Local Area Network) and WAN (Wide Area Network) operational knowledge and/or general working knowledge of how devices on a network communicate with each other.
Responsible for duties including Network Operations Center (NOC) monitoring, facilitating patching and maintenance, work on after-hours-specific projects and end user support, and serve as a first responder on incidents.
Open, update, track, and close tickets in the Connect Wise ticket management system.
Provide technical support on Windows 7 and Windows 10 OS to clients by troubleshooting applications, systems access, hardware, software, and network related issues.
Document and monitor service requests to ensure that the issue resolution meets or exceeds the service level standard for owned tickets as well as tickets owned by Tier 1 and 2 technicians.
International Justice Mission § Arlington, VA (Dec 2018-July 2019)
Desktop Support Engineer, Information Technology Division
Global Technology Support (GTS) Level 2 and 3
Service Desk Support
Microsoft 365 experience with Excel, Word, and Outlook.
Provides second level incident management support to resolve problems with IT services and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
Proactively troubleshoot hardware and software issues including, but not limited to: Mac OSX, Microsoft Windows 7 and 10 operating systems; Windows Server, Microsoft Office 2016, Office 365, Microsoft SharePoint, LAN/WAN connectivity, workstation and laptop hardware components and peripherals, and network printing.
Provide support, deployment and configuration assistance for Apple and Android-based mobile devices.
Accurate tracks and routes escalated incident and request tickets providing thorough documentation of troubleshooting, history, and resolution.
Provide support and configuration assistance for ServiceNow platform.
Facilitate the desktop provisioning and deployment process with Microsoft Deployment Toolkit, including the maintenance of desktop images and application packages.
Setup and prep for video conferencing and A/V management.
Federal Reserve Board of Governors § Washington, DC (Sept 2012-2018)
Information System Analyst, Information Technology Division
Endpoint Computing Services (ECS) Level 2 & 3
Federal Employee – 6+ years
Principle Engineer responsible for design and operations of our Board of Governors meetings, utilizing our in-house custom designed mobile A/V production kit. This unit supports multiple audios, video, phone (POTS/VoIP), recording and presentation capabilities. Future live video streaming planned to allow for broadcasting to CDNs or UC platforms such as Zoom and MS Teams.
Responsible for providing technical support in a fast paced, multi-platform environment with rotating on call shifts, back up to on call, and worked extended hours when needed.
Deployed and engineered multiple video walls and digital signage systems for multiple departments.
Provide advanced technical support for the business devices, troubleshooting, monitoring, and managing the enterprise mobile device infrastructure.
Acted as Primary technical support contact via desk side or remote assistance for the FRB Legal Department (250+ attorneys).
Entered, tracked and escalated incoming tickets via Service Desk
Developed organizational units in Active Directory (AD) and managed user security with group policies for Windows 10.
Created and maintained email addresses and distribution lists in MS Exchange.
Provided third level help desk support for problems relating to Active Directory, like Managed User Accounts on Windows Server 2012 - Creation, Deletion, Permissions, and VPN Access.
Provided second and third level support after help desk and level one for basic to complex technical problem support and resolution. Provided technical assistance to work home users and travel users.
Defined application problems by conferring with clients; evaluating procedures and processes. Developed resolutions by preparing and evaluating alternative workflow solutions.
Served as primary support for international travel laptops and secondary support for Board wide network Ricoh copiers and Board wide mobile devices such as Blackberry and iPhones.
Worked with hardware and software vendors to resolve product issues with network, firewall and the automating build process. Controlled solutions by establishing specifications; coordinating production with programmers.
Led/Assisted in project development and testing phases. Set up test sites and proposed solutions to problems relating to a project’s test phase. Validated
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