IT Support Analyst with 5+ Years Experience in Microsoft Environments

MARTIN KELEN

****Saunders Street, Apt*J, Rego Park, NY 11374 347-***-**** ******@*****.***

SUMMARY OF QUALIFICATIONS

IT Support Analyst with over 5 years of experience in Microsoft environments. Skilled in troubleshooting desktop, software, network, and hardware issues, managing tickets via ServiceNow, and handling Active Directory and authentication tools. Known for delivering prompt, clear communication to technical and non-technical users and maintaining high service quality. Eager to ensure seamless support operations.

SKILLS

•Systems & Platforms: Microsoft Environments, Windows Operating Systems, A+ Certification

•Networking & Security: Networking Concepts, VPN, Network+ Certification

•Professional Skills: Backup Technologies, Remote Troubleshooting Tools, Customer Service Skills

PROFESSIONAL EXPERIENCE

Tiffany & Co.

Mar 2024 - Dec 2025

IT Support Analyst II

New York, NY

•Provided Level C / VIP / White Glove support, demonstrating strong customer service skills

•Provided technical support on software / hardware 800+ onsite employees

•Utilized ServiceNow for ticketing management

•Password Management Via CyberArk

•Unlocked / Reset / Disabled / Enabled / Removed / OU placements & transfers for Accounts / Groups in Active Directory

•Performed Onboarding & Offboarding duties

•Imaged, Profiled, & Prepped Laptops as needed onsite as well as for shipment to domestic & international end users / branches

•Setup loaner laptops for “last minute emergencies” / temporary device swaps, minimizing client’s “down-time”

•Setup, Configured, & Diagnosed Standalone & Network Printers

•Provided advanced troubleshooting for Windows 10/11 clients, Dell Latitude laptops, and peripheral devices.

•Performed Windows 11 Organization-wide Upgrade proactively in preparation for Microsoft’s end of support on Windows 10

•Managed authentication and identity tools (Okta & MS Authenticator) ensuring secure access.

•Supported enterprise applications including JD Edwards (JDE), Adobe Creative Cloud, and Microsoft 365 suite

•Maintained & ensured connectivity to access points and ensured connectivity from and to IDF closets by applying networking concepts

•Handed imaging and deployment via SCCM

•Delegated calendar access for executives

•Ensured Wired, Wireless / WiFi, Bluetooth technologies connectivity

•Installed, configured, and maintained printers (HP LaserJet, Epson, Zebra, Canon) across multiple departments

•Upgraded device Drivers & Firmware

•Performed warranty submissions, hardware replacements

•Supported end-users on collaboration tools (Zoom, Neat Board, DTEN, White Board)

•Utilized Configuration Manager / Software Center to ensuring Operating Systems is kept up-to-date

•Supported remote connectivity via Zscaler/ZPA, Pulse Secure

•Supported users remotely via MS Teams and WorkSpaceOne using remote troubleshooting tools

•Ensured ID badge to Uniflow solutions

•Hardware setups including Standing Desks (i.e. VariDesks)

•Setup & Ensured Functionality of Webcams, Monitors, Hub Monitors, Docks, Mice, Keyboards, Headsets, and other accessories

•Performed weekly IT asset moves and preparation new hire location setups

•iPhone, Android, Mobile Device Support

•Provided Cisco Phone Support

•Ensured specified printers for addition to cloud printing via PrinterLogic

•Installed & Supported multitude of Applications (i.e. Microsoft, Adobe Pro), Drivers, Updates, etc.

•Troubleshot wired / wireless / Bluetooth connectivity issues

•Followed-up with clients on Feedback and ETA of laptop repairs while providing temporary Loaner Laptops

•Assisted with recovery of lost e-mail & file

•Setup AIO devices

•Configured Dell Tower specific to department needs

Jennison Associates

Jul 2023 - Dec 2024

IT Support Analyst I

New York, NY

•Provided technical support on software / hardware for 500+ employees

•File / Data Support

•Remote Diagnostics, Troubleshooting, & User Desktop Configurations performed via RDP (RDC) & Remotely Anywhere

•Ticket / Requests / Incident creation, tracking, & Closing performed via Jira

•Windows 11 support

•Supported Microsoft Office365 Suite

•Setup network shares and granted access to specific individuals

•Utilized & Troubleshot issues with Virtual meetings tools including MS Teams, Zoom, Cisco WebEx

•Resolved issues on Desktops & ThinClients

•Tracked & Recorded Inventory of assets with PDQ Inventory, Insight/CMDB, & Excel

•Placed Orders within eProcurement for Technological Tools / Items based on Department's / Infrastructures Requirements

•Configured Users for & Supported MiFi Connectivity

•Mac / iOS support

•Enrolled iPhones & Apps in iOS using Apple Business Manager

•Registered & Maintained Company Managed Mobile Devices in MobileIron

•Administered & Troubleshot MFA/2FA Account Access / Authentication from iPhones via Duo Portal Administration

•Setup and configured Cisco Desk phones with Cisco Unified CM (Call Manager) Administration

•Resolved issues connecting via VPN / Pulse Secure by leveraging network+ certification knowledge

•Diagnosed Drive Space Limitation with SpaceSniffer

•Administered & managed VDI environments in VMware Horizon and Citrix

•PowerShell / DOS Command Line utilized for informational / executable tasks

•Researched Insight/CMDB Groups for coinciding security request escalation to appropriate support team

•Installed Various Applications, Upgrades, & Packages utilizing PDQ Deploy

•Administered VM's with vSphere

New York State Department of Financial Services

Mar 2022 - Feb 2023

IT Helpdesk Technician

New York, NY

•Provided IT customer support and training in-person as well as remotely

•Utilized ServiceNow for creating incidents and closing support tickets

•Performed Computer installation, diagnosis and repair

•Windows 10 desktop support

•Imaged Windows 10 Laptops and upgraded to organizations standards of v1909 / v20H2

•Performed backup using industry-standard backup technologies on previous laptop profiles prior to reimaging

•Setup & supported scanners and other peripheral devices

•Created VBA script for Asset / User Affiliation

•Configured and prepared laptops for newly hired technicians

•Utilized MS Teams for Screen Sharing / Remote Assistance as well as GoToAssist for Remote Assistance requiring Admin Credentials

•Submitted and Tracked Dell Laptop & Docking Station Repair/Warranty Submissions and replacements

•Supported Microsoft Office365 Suite

•Installed & Updated Drivers

•Setup shares on network locations and granted access to specific individuals

•Utilized Virtual meetings tools including MS Teams, Zoom

•Created VBA script for Asset / User Affiliation

•Troubleshot authentication / configuration issues in Cisco WebEx

•Installed & Supported Adobe Acrobat DC

•Performed Onboarding & Offboarding duties

•Tracked & recorded Inventory of assets

•Configured Users for & Supported MiFi connectivity

•Utilized MS Teams for Screen Sharing / Remote Assistance as well as GoToAssist for Remote Assistance requiring Admin Credentials

•Submitted and Tracked Dell Laptop & Docking Station Repair/Warranty Submissions and replacements

•Mac / IOS support

TGI Office Automation

Feb 2010 – Mar 2020

Service Department Administrator / PC Hardware Support

Brooklyn, NY

•Provided executive-level administrative support to the Vice President

•Filed claim paperwork as well as obtained credit reimbursement on damaged copiers and parts in excess of $1,000,000

•Managed and administered manufacturer training programs / certifications for employees

•Devised numerous word documents, PowerPoint presentations, forms/templates crucial to operations for several departments

•Created, developed, and maintained spreadsheets with a multitude of formulas as well as macros to fulfill the needs of various departments

•Generated, edited, and finalized company reports

•Assisted managers, administrative staff and other departments with projects as needed

•Designed and modified organizational/hierarchy charts

•Advised and implemented various hardware and software solutions to employees in order to suit their individual needs

•Spearheaded project for TGI to obtain "HP authorized service provider" certification

•Instructed and assisted employees with use of software and hardware on their respective PCs

•Setup outlook folders and rights for multiple users in order to centralize and share departmental information

•Created and modified technician incentive program flyers

Assisted in resolution of PC issues for employees located in different branches via telephone and remote desktop support software

•Performed installations, configurations, and troubleshooting on in-house as well as customer's PCs

•Downloaded, compiled and created software/driver CDs for employees and customers

•Configured e-mail client software (such as Outlook and Outlook Express) to interface with exchange server

Configured wireless access points

•Setup and configured Linksys routers

•Setup and configured Synology NAS hard drive enclosures

•Generated customer lists for distribution of Customer Satisfaction Surveys via mailings on a monthly basis

•Setup server share with calendar document to be utilized by the HR department and Service Managers

•Assisted in resolution of PC issues for employees located in different branches via telephone and remote desktop support software

EDUCATION

Cisco Networking Academy

Feb 2006 - Jan 2007

Completed CCNA, Queens College Program

The Chubb Institute

Sep 2002 - Dec 2003

Web Development and Business Programming

NOVAX Technology Center

Jan 2002

Network+ Certified

NOVAX Technology Center

Apr 1998

A+ Certified

Queens College of the City University of New York

Feb 1998

Bachelor of Arts

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