Desktop Support Delivery Driver

AL MAURO SA

T E L : * * * . * * * . * * * * E M A I L : A L M A U R O S A @ Y A H O O . C O M

SUMMARY & OBJECTIVE:

Highly skilled and customer-focused desktop support professional with 10 years of experience seeking a challenging position in desktop support. Adept at providing technical assistance, troubleshooting hardware and software issues, and ensuring optimal system performance. Committed to delivering exceptional customer service and resolving technical problems in a timely manner.

AREAS OF EXPERTISE:

oConfiguration Management o ITIL Certified

oProject Implementation & Goals

o Project Management o Process Management o Performance Reports

o Operations Management o Team Leadership o Organizational Skills

PROFESSIONAL EXPERIENCE:

Wilmington paper Pinebrook, NJ August 2021-June 2025

DESKTOP ANAYLST

oMonitor on boarding procedure, getting laptop ready for new hire by creating user in AD, creating outlook email account and Teams chat via SharePoint to access MS Office 365

oInstalled Cisco Any Connect so that users can connect to the network remotely. o Provided Goto Assist to user machines to remotely access when help is needed. o Gave new hire permission to access specific folders in AD pertaining to their role. o Created printer access using UNIFLOW app with personalized code so user can print. o Created Key fob access using Brivo application to enter building.

oCreated a Lunch and Learn event for users to discuss and give knowledge on how to avoid security breaches such as Phishing campaigns, and any technology changes that are being made. o Kept track of inventory and monitored all refresh equipment to keep users updated on equipment.

oUsed Share Point to keep a Know how database for all IT issues and how to resolve them. o Added users iPhone to IBM MDM and installed application to maintain phone security.

oSetup Desk phone using Grand stream with phone number and extension and troubleshoot any issues as well.

oAssisted with network connectivity issues, including troubleshooting LAN/WAN connectivity and resolving DNS and DHCP problems.

oCollaborated with cross-functional teams to implement system upgrades and software deployments.

oCreated and maintained technical documentation, including user guides and troubleshooting procedures. o Assisted in the development and delivery of end-user training programs.

oAbility to work well and troubleshoot quickly in a fast paced, time critical environment.

oKnowledge of network and infrastructure services to help troubleshoot issues and evaluate root cause.

SCOTIA BANK (SGA-Software Guidance & Assistance) Newark, NJ

JUNE 2020-NJ JUNE 2021

CONSULTANT

oWorked on a team migrating systems from Windows 7 to 10. Approximately 1000+ machines to be migrated.

oInstalled maintain, and upgraded workstations, desktops, laptops to Windows 10 plus install selected software on top of the core system.

oResponded to and resolved workstation, applications and any hardware related issues for Windows 10 and

Office 365 o Worked with users (e.g., remote into the current system) to understand their current system needs (not just replicating currently installed software).

oBuild machines and tested functionality with users. Secure signoffs with users

oDiagnosed, troubleshoot, and supported hardware failures, operating system application issues, and network connectivity.

oProvided outstanding customer service and displayed the utmost professionalism to everyone o Ensured a smooth migration experience for each user

oProvided support to users for basic software and hardware of end-user computing and desktop-based systems.

oScanned all old pcs and hard drives and placed information in an excel spreadsheet to keep track of each equipment onsite.

JPMORGAN CHASE (RANDSTAD TECHNOLOGIES), CARLSTADT, NJ

MARCH 2015 – APRIL 2021

TECHNOLOGY ENGINEER

oResponsible for 3 Data Sites in Carlstadt, Weehawken and Piscataway, NJ. o Supported technologies including network connections (both wired and wireless), iPhone/iPad activation/connectivity, Mobile Device Management (MobileIron), Cisco VDI, remote-only support, and small project management (OS and hardware upgrades).

oAssists in migration project moving user from Windows 7 to Windows 10 o Updated reports on RMA’s and outstanding parts in question to prevent any chargebacks.

oManaged receiving, shipping, and warehousing of Data cabinets and hardware related components.

oReceived goods deliveries and arranged for them to be logged and then stored for distribution later on using ITAM application.

oManaged department inventories to identify excesses, in-fluctuations, unusual activities, that result in redeployment and or disposal of materials to optimize inventory plan.

oResolving delivery inconsistencies or delays Logistics, Warehousing, and Order Management. o Establishes a professional working relationship with other team members and management staff.

oPerform barcode scanning in Vertices database application consisting of thousands of hard drives and or Asset hardware parts prepare them for destruction and disposal.

oCoordinate the LTL pickups, delivery to a distribution center, or routes customer pickups from 3 locations.

oRun SFC scan to locate corrupt files within a registry to cleaned up files.

BROAD RIDGE FINANCIAL SOLUTIONS, JERSEY CITY, NJ

JAN 2013 – FEB 2015

DESKTOP SUPPORT ANALYST

oProvided Lenovo and Dell laptop imaging using Bit Locker encryption for all associates.

oCitrix Patching, Security & Citrix Capacity and performance management o Manage changes within the Citrix environment o Citrix Provisioning Services, Content redirection setup

oReengineered company’s systems setup, establishing automated server generation routines, optimizing system performance, installing upgrades/patches, establishing system monitoring and maintaining security protocols.

oEnsured that all server hardware, operating systems, software and procedures aligned with organizational standards and strategic business plan.

oAssigned primarily to assist all C level executives and attorneys onsite and remotely.

oResponsible for hardware issues which involves calling the manufactures to verify warranty. o Used Active Directory to create and modify users, help with password also used to delete or enable Broadridge machines, also placed servers, desktops and laptops to proper OU.

oSupported applications such as Bloomberg Terminal, DFL Manager and VDI connection. o Contacted mobile provider to activate new or used mobile phones for users, add user to AirWatch or XenApp console and configured both iPhone and iPads with corporate security settings and supported users with mobile issues, such as email accounts, connectivity problems, VPN and passwords.

oCreated group policy to ensure that users can access folders based on their position and title and for new procedure for company use.

oGranted RSA Tokens hard and soft set up for user to access network via VPN. o Provided WebEx connect utility to help user with audio and video conference to other Broadridge sites, using projectors, podiums and microphones.

oInstalls 3270 application (PCOMM) for users that require this mainframe system. o Utilized SCCM Console for pushing software, applications to users’ machine.

oInstalled Avamar application to backup outlook emails on the daily bases for Attorneys and Executives o Setup both video and WebEx audio conferences to different Broadridge and client locations. o Use Remedy ticket tracker to provide the best possible service to users and clients and updated status.

oEDUCATION & TRAINING:

oRutgers University: May 2000 o Bachelor of Psychology

oPROFESSIONAL ASSOCIATIONS:

oMCP o A+ o NET+

oTECHNICAL SKILLS:

oOperating Systems: Windows (XP, 7, 8, 10), macOS, Linux

oHardware: Desktops, laptops, printers, scanners, mobile devices

oNetworking: TCP/IP, LAN/WAN, DNS, DHCP

oSoftware: Microsoft Office Suite, Office 365, Azure, Active Directory, remote access tools, antivirus software, ticketing systems

oReferences:

oAvailable upon request

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