Desktop Support Engineer
Resume:
ANTONIO MAISONET
North Brunswick, New Jersey ****2
****.********@*****.***
SUMMARY:
End user (EUC) Desktop Support focused with over 16 years of experience on a broad spectrum of computers laptops, operating systems, banking and trading applications and hardware. I am a bilingual (English and Spanish) IT Professional specialized in L1, L2, L3 Desktop Support on small and large companies and looking to utilize my years of proven technical experience to provide excellent tech support.
QUALIFICATIONS:
Extensive LII Desktop Support at a US banks, stock market day trading companies, Pharma/IRB, supporting desktops, laptops, printers, docking stations, Windows OS and software applications issues for 30,000 users and executives
Office 365 Admin, Okta Admin, Microsoft Teams video conference AV support, Slack
Network or local connection, wireless printers, scanners, faxes also TV coax cable installations
Experienced supporting remote or VPN connections to the user’s trading or wealth management platform (WMW)while handling confidentiality of clients sensitive information
Use of remote tools like TeamViewer, LogMeIn, Dameware, Simple Help, GoToMyPC, Win RDP, RustDesk & Citrix VDI
Above A+ Technician which includes repairing of faulty electronic components on desktop or laptops by removing, replacing then soldering of internal electronic components, capacitors,
power supplies, fans on Hp Dell, Lenovo ThinkPad, Asus, Acer, Gateway PCs
Experienced with a proprietary version of SCCM called SMTools to reimage and deploy Win OS
Windows Active Directory (AD) experienced creating or removing user accounts, user profiles, passwords, permissions, security groups for shared drives access, Bitlocker (48-digit codes)
Managed and resolved virus or spyware issues utilizing various monitoring tools
Installation and maintenance of Wi-Fi networks, network and wireless printers
Experienced with TCP/IP protocol, Global Protect VPN, Microsoft VPN, Cisco-AnyConnect and SSL client
Extensive experience resolving Microsoft Outlook email issues, repairing ost or pst folders, creating new Outlook shared inboxes, distribution list and Sharepoint issues and OneDrive.
Experienced building or repairing network (Cat 5, Cat 6, RJ-45 & phone RJ-11) cables and troubleshoot connectivity issues from the computers to the server room network switch
Extensive experience installing and troubleshooting all Windows OS versions and server OS including Win11, Win10 Enterprise, Win7 Pro, Win server 2008, NT Server
Experienced with various market stock trading applications like Bloomberg, Thomson Redi Plus, Lightspeed, Schonex, charting softwares, and multiple screens setup on trading systems
Android and iPhones configurations to install and support Microsoft inTune
Work EXPERIENCE:
WCG Clinical - Senior EUC (End User Computing – Pharmaceutical) Nov 2020 to April 2025
Supported all company executives and all their needs including Laptop issues, Outlook 2019 and O365
web version suite.
Outlook 2019 desktop app, O365 web version suite support
Microsoft Teams, OneDrive and Sharepoint support and Slack
Okta and Office365 troubleshooting and L2 Admin support
Win 11 and Win 10 support on site and remote users
Lenovo ThinkPad X1, Dell Latitude laptops, Dell video conference monitors, docking stations and
Windows 11, Win10 OS support
Microsoft Teams video conferencing equipment (A/V) support for the headquarters executives
Creating emails and Windows accounts, then onboarding or off-boarding (separations)
Mimecast email filtering, Zscaler web browsing and Crowdstrike malware support
Experienced with Jira Ticket system
Credit Agricole Bank (CIB) April 2020 to July 2020
L1 – L2 Desktop support
Supported all in-house bank & market traders with multiple screens and trading platforms
Laptop or desktop troubleshooting, repairs, upgrades and Windows 10 installation plus support
Citrix VDI users support
Turret (Voice/phone) trading system support
Bloomberg support
Reuters News, charting and trading platform support
Gresham Investment Management/TIAA - NYC (eTeam inc - Consultant) Sept 2019 to Dec 2019
Project Coordinator EUC (End User Computing)
Worked as a liaison between users, IT managers and 3rd party vendors to find solutions on new app bugs such as Thomson Redi-Plus crashing, Bloomberg workspaces, Chat connectivity, HeidiSQL or PgAdmin configuration, PC hardware repairs, Spice Works management or related problems
Implemented Windows GPO or Registry changes (Registry hacks) to resolve new issues
Create a Windows 10 image then injecting all MS updates, drivers and apps before migration
Collaborated to build an automated script to perform an in-place Windows 10 upgrade for 260 computers and their apps
Coordinated between all users, the IT dept then responsible to find solutions for any issues after the Windows 10 migration was completed
Bank of America – Pennington, NJ (TekSystems - Consulting) Apr 2019 to June 2019
Desktop Support Analyst L2
Desktop Support Analyst Level II for 30,000 Bank employees g local and remote users including white glove VIP support across US bank branches
Windows OS reimage, software updates and security patches deployment, using remote and proprietary application tools by the name SMTools
Bank of America - Pennington, NJ (TekSystems - Consulting) Aug 2018 to Dec 2018
Sr. Systems Engineer at Bank of America
Installation of Win OS image then test then reported any issues to different teams or application owners
Responsible for monitoring and resolving many different issues during and after the Win7 to Win10 migration of 5,000 users for their US Trust group of users including VIP desktops and laptops
Worked with scripts to gather, analyze and compare the status on new installed machines, their Microsoft update, recent build and security patches versions
Participated on many conference calls gathering and sharing information with other teams regarding recommendations or explanation of new issues, possible fixes for issues after migration was executed
Implemented the recommended solutions of their proprietary software prescribed by developers
Maintained a number of spreadsheets with progress and issues until the migration project was completed
Engaged remote users to offer solutions to their applications or Windows 10 issues on different branches of USA, Hawaii, Puerto Rico and Alaska
Bank of America - Pennington, NJ (Icon Consulting Group - Consulting) Aug 2016 to Feb 2018
Desktop Support L2 - PC Technical Analyst
Desktop Analyst LII & LIII experienced supporting local and remote including white glove VIP users across all US banking centers and Puerto Rico offices, utilizing remote controlling software (ex: Dameware, RDC, Skype meetings and communicator etc)
Extensive repairs of Microsoft Office 2013/2010/2007 products, Outlook corrupted profiles, remapping of missing pst files, creating and adding new email folders etc.
Performed several remote or over-the-wire (OTW) Windows7 to Windows10 Enterprise OS migration on Hp workstations and laptops.
Experienced with network, wireless and local printer issues resolving connection or software driver issues
Mapping and troubleshooting of disconnecting network shares, missing data folders and related complaints
Troubleshooting of wealth management proprietary software, Cisco AnyConnect VPN connectivity issues, as well as network printers, Wi-Fi connections, McAfee antivirus issues and resolution
Experienced on ITSM Remedy and Maximo ticketing system and Microsoft SharePoint user
Adding, deleting, or resetting Windows user’s accounts or passwords with Active Directory (AD) and ARS
Bitlocker encryption troubleshooting and code generator to unlock Hp workstations and EliteBook laptops
Computers/Laptop hardware troubleshooting, repairs, upgrade and Windows OS Administration
Bank of America - Pennington, NJ (Ettain Consulting Group - Consulting) Nov 2014 to May 2016
Desktop Support L2 - PC Technical Analyst
Desktop Analyst LII & LIII experienced supporting local and remote including white glove VIP users across all US banking centers and Puerto Rico offices, utilizing remote controlling software (ex:Dameware, RDC and in-house remote controlling tool, Skype meetings and communicator etc
Extensive repairs of Microsoft Office 2016/2013/2010/2007 products, Outlook corrupted profiles, remapping of missing pst files, creating and adding new email folders etc.
Performed several remote or over-the-wire (OTW) Windows7 to Windows10 Enterprise OS migration on Hp workstations and laptops.
Experienced with network, wireless and local printer issues resolving connection or hardware driver's issues
Mapping and troubleshooting of disconnecting network shares, missing data folders and related complaints
Troubleshooting of wealth management proprietary software, Cisco AnyConnect VPN connectivity issues, as well as network printers, Wi-Fi connections, McAfee antivirus issues and resolution
Experienced on ITSM Remedy and Maximo ticketing system and Microsoft SharePoint
Adding, deleting, or resetting Windows user’s accounts or passwords with Active Directory (AD)
Bitlocker encryption troubleshooting and code generator to unlock Hp workstations and EliteBook laptops
Computers/Laptop hardware troubleshooting, repairs, upgrade and Windows OS Administration
Lightspeed Trading/Professional Trading Solutions - NYC Aug 2010 to Jul 2014
Senior Desktop Support & Computer Technician L1 & L2
Extensive technical support for 1700+ day traders using remote controlling software like TeamViewer, Dameware, SimpleHelp, Windows RDP, LogMeIn, AeroAdmin, etc.
Win10 Pro, Win7, Win8, light Apple support and administration for PC or laptop hardware
VoIP phone tech and administrator using web management tools (FusionTel.com & NBSvoice.com)
LAN admin, VPN/SSL Support and Day traders Technical Support
Network printers, copiers, fax machines, network scanners, TV coax cable installations and repairs
Drive mapping of sensitive company documents for company officials and assigning different levels of permissions, password resetting, etc
Roll out of 600+ users in our Manhattan office from Win Xp Pro to Win7 Pro, responsible for resolving hardware issues, upgrades (ex: Ram upgrade, Win10, Win7 drivers or conflicts caused by MS updates)
Wireless internet connection set up and administration support for all visitors and employees
Experienced in configuring Android tablets, phones, iPhones, iPad emails accounts and internet access as well as cell phone repairs
Extensive troubleshooting of MS-Outlook problems (ex: corrupted pst files, slow or exchange server connectivity, configurations etc)
Responsible for all the PC hardware, printers and Windows OS repair in the whole office
Cat5 & Cat6 Network cables custom build, repairs, testing and installations
Coordinate with network engineers mounting and wiring all kinds of Cisco networking devices ex: Cisco 2500 to 5500 concentrators, switches etc
Schonfeld Tools/Broadway Trading - NYC Mar 2000 to July 2010
Senior Desktop Support, LAN Admin & Remote Day Trading Technician LI, II & III
Managed a small team of IT desktop and hardware technicians responsible for stock market trading as well as repairs for all the company’s computer equipment, Windows OS, printers and network cables
Administration of domain accounts, passwords, roaming profiles on Windows servers 2008, 2003 & WinNT
Participated in the Active Directory migration of 600+ users
Provided one-on-one training for new day traders on multiple trading platforms, charting applications, proprietary trading applications installation and maintenance L1 and L2 support for Black-Box automated traders and software developers
Responsible for diagnosing, identifying and the removal of different viruses and rogue spyware
Installation and troubleshooting the following third-party software: Reuters-Plus, Bloomberg, FastTrack, Thomson One, X-Trader and Magic Charts
Extensive experience with Microsoft Office including MS-Outlook, Excel, Google Docs and OpenOffice
EDUCATION:
Middlesex County College, Edison, NJ
Microsoft Certified Professional
Certificate: NT4.0 Advance Server, Win Xp Pro and Win 2k
Above A+ skills and solid A+ electronics experience
Middlesex County Technical School, East Brunswick, NJ
Certificates: Advanced Electronics I & Advanced Electronics II
Technological Institute of Puerto Rico - San Juan precinct (Instituto Tecnológico de Puerto Rico) https://www.venestudiaconnosotros.com/ +1-787-***-****
Associate Degree: Instrumentation Engineering-Technology (Electronic, Mechanical, Hydraulic & Pneumatic
controlling systems)
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