Desktop Support Customer
Resume:
Hugo Hernandez
*******@*****.***
PROFILE
IT Professional with over 15 years of Technical Desktop Support experience.
Proficient with imaging and troubleshooting.
Experienced in deployment of desktops, laptops and desktop applications.
MS Office support through Office 365.
Active Directory Experience and Exchange Administration.
Focus on excellent customer support including Executive “C-Level” users, Remote users and On-Site support.
Empower Support. Altiris Support, Citrix Support
Solid understanding and knowledgeable on Good Manufacturing Practice (GxP)
Proficient and knowledgeable in basic, moderate & complex troubleshooting of manufacturing areas
15 Years of Soldering PCB Boards with and without Microscope.
Working on PCB boards, troubleshooting in a Micro Electronic Manufacturing facility
CORE COMPETENCIES CERTIFICATIONS
Break/Fix
PC Hardware and software, Lenovo laptops
Printers, HP, Ricoh
iOS and Android
Executive Support
Active Directory
MS office, 365, Windows
GxP Pharma Experience
MCSE
CompTIA A +
EXPERIENCE
Aug. 2024-Jan.2025
CBTS – Givaudan
Migrated Domain over from company NatureX to Givaudan domain
Assisted end users in setting up new laptops for company.
Setup and installed lab equipment, Lace boxes, Empower software.
Assisted in the daily maintenance routine, backing up data and verifying.
Setup new user accounts in 365 adding to proper groups
Configured conference room equipment, Cisco connect, team viewer, WebEx.
Provide desktop support and troubleshoot hardware/software issues.
Deploy and image workstations; install and configure software.
Support Windows 10/11 OS and manage remote tools for user support.
Maintain IT infrastructure and troubleshoot network connectivity.
Manage Active Directory and Group Policy settings.
Deliver end-user training and customer support.
Atalian Global Services, NJ Jan 2021 – March 2024
Desktop/Helpdesk Support
Responsibilities:
Setup new computer equipment in local and remote offices
Software support included installation, configuration, training and troubleshooting
Provided hardware support for Lenovo laptops, HP printers and Ricoh printers
Imaging and troubleshooting desktops and laptops
Deployment of desktops, laptops and desktop applications
Diagnose and resolve mobile issues including Active Sync with Android & IOS
Customer support including Executive “C-Level” users, Remote users and On-Site support
Maintech, Clark, NJ Oct. 2021 – Nov. 2021
Helpdesk Technician
Responsibilities:
Troubleshoot incoming calls from clients upgrading or upgraded from Win7 to Win10
Migrating Clients over to AAD Office 360 and walking machines into new domain
Setting up new users with home office setups
Network and Local Printer setups
General PC issues from end Clients.
Sun Pharma, Princeton, NJ Feb 2018 – Sep 2021
PC/Desktop/Network Support Engineer
Responsibilities:
Assisted End users with downloading and applying applications.
Responsible for day-to-day support of IT operations for 15 manufacturing locations across the country.
Support for multiple devices classes, including PCs, tablets, Cellular Phones, network switches, VoIP phones and switches, wireless access points and more.
End user support for MS Office suite, SAP and numerous other software implementations.
Ensured all applications are up to date.
Delivered Empower Support to end users
Assisted clients with various Applications including Citrix Workspace
Set up & troubleshot iPhones and Android devices
Provided technical support to resolve network issues, configure operating systems, as well as engaged in remote desktop connections to provide immediate high level of support to customer end users
Performed software and hardware installations, upgrades and rollouts
Active Directory Users and Group Policies. Setups Printers.
Support End Users with daily issues including MS Office Suite, Citrix Receiver, and proprietary databases.
Studied Event Logs to resolve the persistent user account lockout and password change failures which might be triggered by interconnected intervening desktops, laptops, Lab Computers and mobile devices.
Served as point of contact on all related computer service calls
Maintained company local area network
Monosol rx, Warren NJ Sep 2016 – Jan 2018
Desktop/Network Support
Responsibilities:
Handled calls from clients assisting them with system issues.
Delivered Empower Support to end users
Connected directly with Empower Techs to supply advanced troubleshooting of software and hardware
Delivered Empower Support to end users
Day to Day desktop support, break fix tickets, creating and imaging machines
USGA, Far Hills, NJ Apr 2015 – Sep 2016
Desktop Support
Responsibilities:
Desktop and laptop installation, configuration and troubleshooting User profile setups
OS installation, updates and upgrades
Network printer installation, troubleshooting and maintenance
End user local and remote support
Mobile device configuration and troubleshooting
VOIP office phones setup and configuration
BASF, Florham Park, NJ Mar 2014 – Mar 2015
Software testing
Responsibilities:
Re Certifying Software on Windows 7 and Windows 8
Installing and Testing Software on VM’s to ensure functionality and stability.
Writing technical documentation on all tested software
Glowpoint, Murray Hill, NJ Jun 2013 – Mar 2014
Desktop-Network Administrator
Community Blood Center Montvale, NJ Feb 2013 – Jun 2013
Desktop-Network Support
Johnson & Johnson, Raritan, NJ Dec 2012
Deployment Technician
Seton Hall University, South Orange, NJ Aug 2012 – Sep 2012
Desktop Support
Pearson Education, Old Tappan, NJ Apr 2011 – Jun 2012
Deployment Technician
EDUCATION
Cittone Institute, Edison NJ- Computer Systems
Robert Walsh Business School, Union NJ- Computer Electronics.
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