Technical Support Desktop
Resume:
Paul Walker
*********@*******.***
PROFESSIONAL SUMMARY
Paul is an experienced Desktop Support Technician with 10+ years of overall experience. He was responsible for supporting desktops, laptops, printers, phones (basic) and audio video conferencing systems. He is located in New York City, NY and available immediately.
Cisco and Polycom Video Conference Systems
Crestron panel for large VVC’s with other internal offices or remote clients
Supports all internet video conferencing protocols (WebEx, Teams, Zoom, BlueJeans).
DMS
Legal Environments: iManage/Filesite (client/matter centricity), DOCSOpen.and Financial environments.
Administrative Software:
AD (Active Directory): add and remove users; apply security; maintain distribution groups.
Altiris & SCCM: deploy software packages and remote-control support.
Access/Inventory database: inventory and lease refreshes.
MS Exchange Administration.
MDM – Mobile Device Management
Software support:
Expert level software support – Law Firms.
MS Intune for configuring and tracking Laptops, mobile devices.
Software installations and upgrades.
eDiscovery.
Data analysis & reporting.
Expert level support of MS Outlook; both configuration and how-to's.
Expert level supporting all programs in the MS Office Suite (O365).
WordPerfect, iManage/Desksite, InterAction, Lotus Notes, GroupWise.
Install and monitor anti-virus software.
Trade Floor Support
Banking and Floor Support
Bloomberg, etc.
Soft Skills
Aggressive listening skills thereby leading to more effective and positive outcomes.
Empathetic, yet practical.
Open to new ideas, constructive criticism, and team building.
Learns well on the fly.
Works well on Teams, as well as Independently.
Works hard, yet smart.
TECHNICAL EXPERIENCE
Ticketing Systems: ServiceNow, Remedy, MAGIC (BMC Service Desk Express)
Operating Systems Install, configure, and troubleshoot, including migrations Window 7, Windows 10, Windows XP, Level-1 Mac support.
PROFESSIONAL EXPERIENCE
OTG CONSULTING Oct 2022 – Dec. 2024
Partner - Technology Broker
We help businesses choose the right suppliers, reduce expenses and consult them through solutions.
FREE Consultation - We do not charge our clients...we are compensated by the vendors.
Vendor Neutral - We’re on your side of the desk and are not aligned with any one vendor; we just want the best vendor for your situation.
Experience & Expertise - OTG Consulting is made up of former telecom execs with many years of experience, high level relationships with dozens of telecom, internet, and cloud companies.
We Do the Legwork - We secure multiple competitive quotes, evaluate each provider and offer recommendations based on best fit.
We help businesses choose the right suppliers, reduce expenses and consult them through solutions.
FREE Consultation - We do not charge our clients...we are compensated by the vendors.
Vendor Neutral - We’re on your side of the desk and are not aligned with any one vendor…we just want the best vendor for your situation.
Experience & Expertise - OTG Consulting is made up of former telecom execs with many years of experience, high level relationships with dozens of telecom, internet and cloud companies.
We Do the Legwork - We secure multiple competitive quotes, evaluate each provider and offer recommendations based on best fit.
HCL TECHNOLOGIES May 2021 – Oct 2022
Technical Support Analyst (Tier 2)
Eight years of experience in a customer support or service desk role.
Applied ITIL protocol maintaining best practices in the organization’s IT infrastructure.
Demonstrated knowledge of operating systems and application software providing white glove level support.
Ability to handle constantly changing flow of traffic; remaining productive during slow times, able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Experience supporting Windows10, Office365, iPhones/iPads, printers, and Active Directory.
Utilization of TCP/IP, DNS, DHCP protocols, when appropriate.
MS Exchange Administration.
MS Intune for configuring and tracking Laptops, mobile devices.
MDM – Mobile Device Management -enrolled devices such as iPhones and Android devices, thereby pushing security settings, applications, and locking and wiping devices when necessary
Experience supporting desktops, laptops, printers, phones (basic) and audio video conferencing systems.
Excellent oral and written communication skills.
Proven work productivity with or without direct supervision.
Conference setups – Polycom and Crestron.
HRA (HUMAN RESOURCES – CITY OF NEW YORK) – CONTRACT May 2020 – May 2021
IT Support (Tier 2) Temp job to put food on table while job hunting.
100% remote support (due to Covid-19 restrictions).
Citrix and VPN connectivity support.
Office 365 support and troubleshooting.
Projects as assigned by manager.
MS Exchange Administration.
Created entries for the Team’s knowledge base (through ServiceNow).
Create training materials for classroom and ad hoc training.
Create ‘How-To’ documents for the users (Including how to documents for MS Word, Excel, and PowerPoint – such as how to create a section break in a Word document, how to create formulas in Excel, how to configure cascading slides in PowerPoint).
Proprietary software support (in-house HR applications support).
WIN7 and Win10 support.
VPN and Citrix support.
Applied ITIL protocol maintaining best practices in the organizations IT infrastructure.
ICM PARTNERS (ENTERTAINMENT) Dec 2019 – May 2020
Furloughed due to Covid-19) IT Operations Support (Tier 3) (Furloughed COVID)
100% on-site.
Supported by macOS Ventura 13.
Office 365 onboarding/off-boarding of user mail boxes;.
Onboarding/off-boarding via Active Directory Administrative Console; including group permissions, unlocking accounts, disabling accounts, password resets.
Office 365 support and troubleshooting for the end-user.
Support, coordinate, and monitor A/V conference meetings across the firm.
80% floor support, 20% phone and remote-control support.
Configure mobile devices for corporate mail, calendar and contacts [MobileIron as well as Active Sync.
Assisted the Telecom Team via CUCM (Cisco Call Manager;
MS Intune for configuring and tracking Laptops, mobile devices.
Printer troubleshooting including installing imaging units, toners, and rollers.
Imaging/inventory of all corporate laptops and desktops.
Mobility Support using MDM software.
Conference setups – Polycom and Crestron.
More specifically, employed the Crestron Panel by connecting to other offices, using an agreed upon PIN on both ends, or by employing the internal or external IP address to test and configure viable connectivity. All times, communicate with technician on other end, who is also using Crestron, to insure valid audio and video connectivity and throughput.
FRANKLIN TEMPLETON FINANCIAL (finite project for money) Jan 2019 – Dec 2019
(Consultant – Randstad Technologies) Windows 10 Migration (project) (Tier 1)
100% on-site.
Imaging/inventory of all corporate laptops and desktops.
PXE boot – upgrade laptops from WIN7 too WIN10.
Projects as assigned by manager.
Applied ITIL protocol maintaining best practices in the organizations IT infrastructure
MOODY’S FINANCIAL SERVICES (CONSULTANT) Oct 2017 – Mar 2018
End User Support Analyst (project-related) (Tier 2) (Temp for money while seeking F/T)
Imaged Laptop & Desktop (PXE Boot) – Team Lead (coordinated scheduling of restack from Windows 7 PC or laptop to Windows 10)-.
Upgraded User’s OS from Win7 to Win10 (PXE boot).
Applied ITIL protocol maintaining best practices in the organizations IT infrastructure.
Migrated User data from Win7 machine to Win10 machine.
A/V testing, setup, and breakdown.
Office 365 support.
BRYAN CAVE LAW FIRM (CONSULTANT ) Jun 2016 – Mar2017
Support Analyst (Tier 2) (Not able to hire me)
IT service to Financial Officers, Partners, and Chief Office manager.
iManage/Filesite support
Windows 7 support and troubleshooting.
MS Outlook support and troubleshooting.
MS Exchange Administration.
Supported macOS Monterey (12).
Created new users – Exchange Admin Center.
Team Lead (calendared and setup all VCs in the NY office): Support, coordinate, and monitor all A/V conference meetings across the firm.
80% floor support, 20% phone and remote-control support.
Configure mobile devices for corporate mail, calendar and contacts [Mobile Iron as well as Active Sync.
Printer troubleshooting including installing imaging units, toners, and rollers.
SEDGWICK, LLP (LAW FIRM) Jun 2014 – May 2016
Desktop Support Analyst (Tier 3) (Firm went out of business)
Team Lead (coordinated, managed all aspects of the NY office help desk)- Regional and nationwide (telephone) support for MS Office Suite and proprietary software.
Assisted with Rollouts, upgraded and migrated from Windows XP to Windows 7.
iManage/Filesite support.
MS Exchange Administration.
Installation, configuration and troubleshooting for MS Windows XP and Windows 7 OS.
Inventory management.
Citrix support for macOS Catalina (10.15) and PCs (Windows 7 & 10).
Administered Mobile Device Management.
Worked with Citrix Servers to troubleshoot users Citrix sessions.
DAVIS WRIGHT TREMAINE LLP (LAW FIRM) (HIRED ANOTHER MORE QUALIFIED) Mar 2012 – Nov 2014
Desktop Support & Help Desk Analyst (Tier 2)
60% Desktop Support; 40% Remote Control Support.
Maintained laptop/iPhone/MiFi devices check out database.
Asset Management/Inventory control.
Trained users in using the MS Office Suite and proprietary software via floor support requests.
Technical projects as assigned.
Citrix and RSA support.
MS Exchange Administration.
Supported Ventura (13).
WACHTELL LIPTON ROSEN & KATZ (LAW FIRM) (CULTURE Jan 2010 – Feb 2012
Support Analyst (Tier 2)
95% Remote Control Support (SCCM); 5% Desktop Support.
Call logging, effective problem resolution, tracking for all trouble calls via ticketing system. Provided installation, configuration.
Remote user support, VPN, and wireless technologies.
PAUL, WEISS, RIFKIND, WHARTON & GARRISON LLP (LAW FIRM) Aug 2008 – Jan 2010
Support Analyst (Tier 2)
MS Office support – 90% phone & 10% floor support.
Citrix support: RSA.
Lotus Notes.
Smartphone configuration.
EDUCATION
(Biology)
Clark University, Worcester, MA
Contact this candidate