Senior Desktop Support Analyst

Allen Plong

Spring, TX.

*****.*****@*****.***

Cell: 562-***-****

Professional Summary

Experienced and certified IT professional with over 15 years of expertise in desktop support, helpdesk services, remote end-user support on hardware/software for Windows 11-10 and MacOS in a fast-paced enterprise environments. Proven track record of managing hardware/software troubleshooting, user onboarding, and AV systems while supporting executives and trading floor operations. Strong knowledge of Active Directory, Office 365, Citrix, SCCM, and network infrastructure.

Certifications

CompTIA A+ Certified

Technical Skills

Software/Tools: SCCM, Microsoft System Center, Ivanti, ServiceNow, Cherwell, Remedy, AD, Azure, Entra, Citrix VDI, Kaseya, TeamViewer, MS Office 365, OKTA, Tableau, Snowflake, and ZEMA database.

Hardware: Dell & HP laptops/desktops, Xerox,IP phones, Crestron conference rooms devices, Apple and Android phones.

Networking: TCP/IP, DNS, DHCP, VPN, Avaya phones, patch panel work, CAT6 cable tracing

Operating Systems: Windows 11/10, macOS

Professional Experience

Senior Helpdesk Analyst

EDF Energy NA – Houston, TX Nov 2023 – Present

• Provide Tier 2/3 onsite and remote support for 100+ users including trading floor executives.

• Troubleshoot hardware/software issues across Dell and HP systems using Ivanti and Cherwell.

• Support O365, MFA, Entra, Azure AD, and key trading apps such as ICE, Tableau, Snowflake, Endur and Zema database.

• Set up and troubleshoot AV systems (Crestron), mobile email, Teams and MFA for Android/iOS.

• Lead new hire onboarding: imaging, account setup (AD/Active Roles), SCCM app deployment/Security patches, MFA setup for Windows machines and Android/Iphones.

Desktop Support Analyst – Lead

Everest DX Inc. – Houston, TX Jan 2021 – Sep 2023

• Supported 150 users and led a team of three desktop technicians.

• Handled all onboarding, imaging, printer setup (PrinterLogic), and hardware repairs.

• Pushed patches and updates via SCCM, managed license assignments in O365/Google Workspace.

• Delivered executive-level support including MacBook and iOS device provisioning.

• Oversaw EOL project: deployed 150+ systems, migrated browser data, apps, and user settings.

• Managed IT inventory and ensured timely resolution of 25+ tickets daily in ServiceNow.

Senior Desktop Support Analyst – Lead

Distribution International – Houston, TX May 2018 – Dec 2020

• Supported 250+ users in corporate and remote branches across US and Canada.

• Managed hardware deployment, AD account setup, Citrix VDI sessions, O365 suite support.

• Used SCCM for imaging and remote management.

• Supported Outlook on mobile devices and handled Citrix session resets and MFA issues.

Senior Desktop Support Analyst – Lead

Randstad – Houston, TX Aug 2008 – Apr 2018

• Provided white-glove support for C-suite and 250+ users.

• Led hardware refreshes and deployments for Dell systems and MacBooks.

• Managed large-scale Xerox MFD deployment and phone system activations.

• Conducted regular hardware decommissions and secure data wipes (Data Gone, Dart).

• Supported enterprise apps: Remedy, Lotus Notes, Visio, Citrix, SafeBoot, and Symantec.

Education

Gates Technical College

High School Diploma

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