Support Specialist Service Desk

Customer-focused IT professional with a passion for resolving technical issues, enhancing user

experience, and fostering strong client relationships. Skilled in troubleshooting, service optimization and delivering exceptional support to drive satisfaction and efficiency. SKILLS

• Active Directory

• Windows OS 10 &11

• Microsoft O365 Admin

• Azure Admin

• RDP/SCCM/LAPS/LogMeIn

Rescue

• WebHelpDesk/Kaseya

• VDI troubleshooting and

management

• VPN configuration and

troubleshooting

• Project

Management/Delegation

• Hardware repair

• Customer Service

• SaaS

• CMD/PowerShell

EXPERIENCE

SENIOR SERVICE DESK TECHNICIAN

BioReference Laboratories Elmwood Park, NJ JULY 2020-PRESENT

• Began as a level 2 contractor, now a lead tech for Windows, mobile device hardware, software support, imaging and deployment

• Domain administrator for Active Directory and print server environments

• Junior level administrator for O365 user accounts, Exchange and MS Teams environments

• Maintain company standard of data security through encryption, archiving, incident tracking and preventing compliance violations

• Help produce workflow to cut costs by properly tracking, repurposing and deactivating equipment, licenses and accounts

• Document/change operational procedures for our knowledge base within our ticketing system

(HelpDesk) or in our knowledge base platform

• Provide quality customer service for on-site/remote staff and white glove assistance to senior leadership via phone, chat and/or email

• Monitor call queue, triage tickets via ticketing system (WebHelpDesk), and assist Level 1 and Level 2 support to on-site and remote users

• Provide support for inter-department projects working with both IT Infrastructure systems and end users

• (IMAC) Install, Move, Add, Change computer systems for on-site and remote facilities

• Configure new user accounts and equipment

• Track company assets via proprietary software

NEILSON

OCAMPO

201-***-**** *************@*****.***

HELP DESK TECHNICIAN I

FiTech Gelb Wayne, NJ FEBRUARY 2020

• Provide remote support for clients in a wide variety of environments, but travel to locations as needed to perform field tech operations

• Configure and deploy customer computer systems

• Monitor ticketing system and input data for solution knowledge base (Kaseya) EVENING PRODUCTION MANAGER

The Jersey Journal Jersey City, NJ

JUNE 2010 - FEBRUARY 2020

• Began as a part-time graphic artist and promoted to Evening Production Manager within 2 years of employment

• Meet daily production deadlines by ensuring operations are running smoothly

• Liaison to remote Help Desk to resolve onsite issues with hardware or software

• Design, pagination and corrections to page layouts and art

• Perform checks for quality control and log events for review

• Train new hires in software use and work flow

EDUCATION

INTERNETWORK ENGINEERING CERTIFICATE COMPTIA A+

PC Age Career Institute 2018

GRAPHIC DESIGN & ANIMATION CERTIFICATE

Anthem Institute 2009

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