Desktop Support It Analyst

Glenn Frazer

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

PROFESSIONAL SUMMARY

Highly skilled IT Analyst with extensive experience supporting clinical and administrative environments. Proficient in managing hardware, software, and network configurations, including mobile device management and remote desktop support. Adept at troubleshooting, ticket management, and system imaging (MDT – Windows 10/11 and JAMF – Macbooks/iMACs). Demonstrated expertise in managing EPIC, Citrix, and Office 365, while collaborating with vendors and managing large-scale IT deployments across multiple sites.

EXPERIENCE

PC Tech

Insight Global contractor at Ralph Lauren

2/2025 – Present

Images MacBooks for Refresh and New Hires

Images PCs using SCCM and inTune for Refresh and New Hires

Resolves issues presented with connectivity to Hotel space; video, audio

Uses Active Directory to create passwords and manage PCs

IT Analyst 2

Weill Cornell Medicine

9/2019 – 9/2024:

Supported 9 clinical and 2 administrative sites with a network of approximately 2,200 devices, ensuring continuous uptime and seamless functionality.

Utilized Service Now ticketing system to manage and resolve technical issues in a timely manner.

Accessed network closet to patch connectivity to network switch. Utilized FLUKE Link Runner network analyzer to troubleshoot network and connectivity issues.

Performed system imaging and software deployments via Microsoft MDT (Windows 10/11) and JAMF (MacBooks/iMACs) to ensure devices are properly configured and up to date.

Managed mobile device fleet using Ivanti Mobile Iron for mobile device management (MDM) and administer DUO Multi-Factor Authentication for enhanced security.

Supported EPIC printing and manage associated devices (HP, Dell, Xerox, Ricoh) to ensure smooth printing functionality.

Performed MAC-D (Move, Add, Change, Decommission) tasks to maintain and update hardware configurations.

Offered remote support using tools such as Bomgar, Microsoft Remote Desktop, and Cisco AnyConnect - Secure Client to assist users across sites.

Maintained and troubleshoot desktop scanners (Fujitsu fi-7160) for EPIC compatibility and legacy devices.

Desktop Support – Windows 10

Mondo - Hospital for Special Surgery

6/2019 – 10/2019

Supported MACs, PCs, tablets and mobile devices

Resolved Cherwell incident / request tickets

Mapped printers and network drives

Imaged laptops and desktops using Ivanti

Resolved Wi Fi and VPN concerns

Installed specialized software

Resolved issued pertaining to EPIC

Veteran Sourcing Group - BNPP

3/2019 – 6/2019

Coordinated scheduling Windows 10 migration with end users.

Backed up and restored data

Mapped printers and network drives

Ensured end user had access to data, mapped drives, printers, email, etc.

Pushed software via SCCM

Verified license software before installation

Winter Wyman - Columbia University Medical School – Public Health 11/2018 – 3/2019

Supported MACs, iPADs and PCs

Resolved Service Now incident / request tickets

Mapped printers and network drives

Images laptops and desktops

Resolved WiFi and VPN concerns

Installed specialized software

Set up iPADs for specialized Food Association Trade Show

Key Tools & Technologies:

ServiceNow, Remedy (Ticketing Systems)

Microsoft MDT, SCCM, TEM, Ivanti End Point (Imaging/Software Deployment)

Citrix, Office 365, Adobe Reader (Baseline Software)

Ivanti Mobile Iron (Mobile Device Management)

Bomgar, Microsoft Remote Desktop, Cisco AnyConnect / Secure Client (Remote Support)

Fujitsu fi-7160 (Desktop Scanners)

HP, Dell, Xerox, Ricoh (Printers)

EDUCATION

Bachelor of Engineering – Electrical Engineering [Degree or Certification Name]

City College of New York [Institution Name] – [Year Graduated]

CERTIFICATIONS

Business Associate – HIPPA

TECHNICAL SKILLS

Operating Systems: Windows (10, Server), macOS

Ticketing Systems: ServiceNow, Remedy

Networking Tools: FLUKE Link Runner

Imaging & Deployment Tools: Microsoft MDT, SCCM, Ivanti End Point

Remote Support Tools: Bomgar, Microsoft Remote Desktop, Cisco AnyConnect - Secure Client

Mobile Device Management (MDM): Ivanti Mobile Iron, DUO Multi-Factor Authentication

Printers/Scanners: HP, Dell, Xerox, Ricoh, Fujitsu fi-7160

Software: Citrix, Office 365, Adobe Reader, EPIC Printing

ADDITIONAL INFORMATION

Strong problem-solving and troubleshooting abilities.

Proven ability to work under pressure in fast-paced clinical and administrative environments.

Collaborative team player with excellent communication skills.

Contact this candidate