Technical Support Specialist with ITIL Certification
Resume:
EUGENE E. ALTAMAR
Bristol, PA 19007
*********@*****.***
https://www.linkedin.com/in/eugenealtamar
PROFESSIONAL SUMMARY:
●ITIL Foundation v3 Certified, Tier II Support Analyst with a strong background in ITSM, NetIQ DRA, Active Directory Administration, Beyond Trust, Intune, end user password resets, creation and deletion of computers in OU’s
●Deployment and troubleshooting of workstations, installation of network switches and routers, rack and stack, imaging and supporting Windows 11, 10, 8.1,7, XP, MS-Office 20XX, Microsoft 365
●Creating Windows Operating System images in 2012 R2 WDS server PXE boot,
Basic knowledge with Power Shell Scripting, Linux CentOS command line administration, CMD
●Ticketing Systems: Service NOW, HEAT, BMC Remedy ARS, HP Service Center,
Dataprise, Track-IT, GroupLink everything HelpDesk
●Mobile Device Management MaaS360, Remote Support, Android, Blackberry and Apple iOS mobile devices
●Possess exceptional customer service skills successfully interfacing with a broad range of customers up to and including CEOs
EXPERIENCE:
Service Desk Support for Department of Office of Inspector General OIG-HHS
DigiTran Technologies Inc. for Dept of OIG-HHS 12/2024 – 02/2026
Support for OIG-HHS Agents, Administration and Staff, onboarding/offboarding staff, creating Incident and Request tickets in Service Now and resolving issues remotely and onsite, communicating in Microsoft Teams, AWS Call Center for accepting, dialing and making group calls
Use of remote support tool Beyond Trust, password resets, unlocking user accounts in NetIQ DRA, modifying Outlook Distribution Lists, Microsoft Entra admin center, Microsoft 365 admin center, Microsoft Intune admin center, resolving, creating Temporary Access Passcodes to sign in OIG-HHS Company Portal mobile app for compliance to use for Agency applications
AV/Desktop Support Technician
Service Global Inc. for Amtrak Contact Center Hornig Rd. Philadelphia, PA 06/2022 – 12/2024
Desktop Support for 450 onsite Amtrak Contact Center Agents supporting Avaya softphones quality, dual monitors, laptops, docking stations, network connectivity, disconnects, reconnects
Refresh of HP Elitebook 840 G8
Configured 13 50” Samsung MagicInfo Digital Signage monitors and network configuration to server
Upgraded - reimaged SSD Hard Drive InFocus INF5720 Mondopad Multi-touch 57"
Codec from Windows 7 to Windows 10 for Amtrak Contact Center lobby Digital Signage
Installation of Windows 10 on Lenovo M900 desktops and HP Elitebook 840 G8/G9 Laptops
Software installs for Contact Center Agents support for Managers and Supervisors
Troubleshoot Avaya one-X Agent softphone using Poly DA 75 headset adapters
Install CICS PROD Terminal application RailRes, Aspect CMS Supervisor, Workforce Management 8 exporting/importing Microsoft Terminal Service registry TS Licenses
Imaging PCs and Laptops using CloneZilla, Data backups and migration
IT Support Specialist
HGS EBOS, LLC Cranbury, NJ
08/2021 – 05/2022
●Remote support for remote medical billing agents resolving issues with network drives, Cisco Anyconnect VPN, Active Directory password resets, Remote session using GoToAssist, on boarding of new hire; exchange, telecom, software requests, deploying desktops onsite
Desktop Support Specialist
US Tech Solutions, Inc for Aurobindo Pharma USA South Brunswick, NJ 05/2021 - 07/2021
●Installation of Windows 10 on office PC's and laboratory PC’s
●Software installs; Nichelon5, Caliber Client, LIMS, O365
●PC refresh, install move, add, change, network printer installs
●Comply with cGMP, GxP standards and personal protective equipment to meet IT Support needs in R&D, IPQA, QC, Dispensing, Facilities - Engineering departments in pharmaceutical environment.
Desktop Support Specialist
Softpath Inc. for Dept. of Health Communicable Diseases Service Trenton, NJ 12/2020 - 05/2021
●Image Dell AIO Desktop PCs and image Dell laptop assets and upgrades for remote work environment
●Use of Microsoft Teams and Quick Assist to provide remote support for COVID-19 response
●Troubleshoot warranty and expired assets, schedule Dell ProSupport for asset Break/Fix repair and or Dell Depot shipping
●Daily onsite support for DOH essential staff
Desktop Support Technician
Yoh Services LLC for Serv Behavioural Health Ewing, NJ 11/2019 - 03/2020
●Create Windows 10 images using DISM, WinPE and capturing ISOs for deployment using USB Flash drives
●Creating Windows 10 images for deployment using WDS server PXE Boot
●Provide Remote support using TeamViewer, RDP remote control, troubleshooting Comcast Business, Verizon network connectivity, FortiNet firewall switches
●Deploy and support connectivity; Polycom VoIP desk phones and Panasonic cordless VoIP phones
Desktop Support Technician
Yoh Services LLC for University Services, Princeton University 04/2019 - 09/2019
●Image Dell laptop, desktops using flash drive 1903 Win10 iso
●Campus wide PC deployments installations and hardware retrievals
●Configure PC install software according to Dept i.e., Dining, Housing, Print-Mail Services
schedule and arrange deployment with end-users
●Use of Service-Now, Bomgar, CMDB, Network Management, KB articles
Desktop Support Technician
Artech Inc. for Church & Dwight Co., Inc Ewing, NJ 03/2019 - 04/2019
●Image HP laptops, desktops using flash drive Win10 iso
●Manually migrate data from old PC to new PC
●Configure SiteKiosk HP All in one PC with touchscreen for Lakewood, NJ Guard shack
Tech Bar / Desktop Support Technician
VerisVisalign for Spark Therapeutics Inc. Phila, PA 11/2018 - 01/2019
●Create user accounts in AD, assign to groups, Unlock / reset passwords
●Office356 Admin to allow users Office365 rights
●MaaS 360 MDM Admin to enroll BYOD iOS, Android smartphones for access to company email
●Win10 imaging, HP elitebooks, Lenovo ThinkPads, GeTac laptops, tablets
●Configure Forticlient VPN software
●Installation of software: SoftMax Pro 7, GraphPad Prism 8, Unicorn 7.3, Quant Studio v 1.2, Compass for Simple Western
●Install and configure lab environment computers for use with: GE Ӓkta Pilot, ThermoFisher, Eppendorf
●GoToMyPC Remote Access
●Create tickets using ServiceNow
●Configure MiTel 9460 VoIP Hot Desk phones
●Support Polycom + HP SRS, Trio video conferencing rooms through Skype for Business meetings
Help Desk/Desktop Support
Alois Staffing for The State of New Jersey Dept. of Treasury Trenton, NJ 09/2017 - 09/2018
●Completed Windows 10 Rollout, Deployment and Training of HP Tablet Project for Taxation Field Investigators, OCI Field Investigators in NJ field offices
●Remote Control to support tablets in field offices and provided phone support for Cisco AnyConnect VPN connectivity during field investigations
●Encrypt tablets with Symantec Endpoint Encryption or Microsoft Bitlocker
●Supported devices: hp elite x2 1013 G2, hp elitebook x360 1030, hp usb-c docking stations, hp officejet 250 mobile all-in-one printers, Dell Optiplex 7050 Desktop PCs, Dell LCD monitors - P2217H
●Work with Mobile Device Team provided IMEI and SIM on each device for activation
●Install and configure Legacy Platform Mainframe Terminal Sessions:
IBM FileNet, TN3270Plus, Attachmate Extra!
●Use of SCCM Administration for device and end-user service support and domain administration
Audio Visual Technician
KBRwyle., for Environmental Protection Agency, Philadelphia, PA 11/2016 - 03/2017
●Transported, connected, and tested connectivity of portable video teleconferencing (VTC) Units (Cisco MX300, Tandberg) throughout EPA conference rooms
●Supported and configured Windows 10 for Network Connectivity for Audio Visual Support
●Deployed/Recovered cleaned and supported Avaya 9500 Series VoIP Deskphones
●Configured Amplivox, Paso Wireless Sound System installations according to meeting and conference rooms
●Installation of Clear One, Polycom teleconferencing units
●Worked in team environment utilizing Cisco TMS Telepresence Management Suite and in Outlook Calendar to schedule VTC Unit and teleconferencing appointments
●Products used: TOA -Telemics, Revolabs Fusion Wireless Mics, Mackie Thump 15”
Loudspeakers, Anchor Amplified Podium, Crestron Touchpad Video Conference System,
VTCs Cisco MX300, Tandberg FS-S5201C, Edge95, Projectors -Sony, Epson, Sanyo
Sound systems- Paso Soundcaster, Amplivox-SW800
Deployment Technician
Brooksource Inc., for Thomas Jefferson University Hospital, Philadelphia, PA 09/2016 - 09/2016
●Windows 7 OS, applications and PC deployments in preparation for client hospital wide EPIC EMR rollout
●Supported the 1300 ambulatory devices and 1000 inpatient/outpatient network computer devices
●Imaging and data transfer, post-install support and troubleshooting EPIC hardware inventory preparation project for Epic system requirements during go-live
●Supported MS Office 2013 and Office 365
●HEAT ticketing system, Symantec Management Console / Altiris Console and SCCM used to push software
●AssetReg to add/retire devices to and from network
●MaaS360 and VMware MDM tool used to wipe and activate/deactivate mobile devices
Desktop Support Specialist
Robert Half Technology, for The Lawrenceville School, Lawrenceville, NJ 06/2016 - 09/2016
●Provided Desktop Support to students and staff members, troubleshoot and resolve hardware, software, and network connectivity issues in both Windows and Mac OS X 10.11 El Capitan in various Lab environments
●Windows 10 rollout with Deployment of Lenovo M800 workstations with user data migration
●Additional responsibilities was to maintain and monitor the IT Asset List and assist in various projects as needed
PC Support Technician
for CSC – ETS Princeton, NJ 02/2016
●Refreshed and deployed assets upgraded from Win7 to Win8.1 along with user data migrations
●Provided basic troubleshooting assistance and ticket resolution for end users in Windows Environment
●Supported end users with installation of basic hardware/software and networking components to meet personal computer needs
●Diagnosed and troubleshot basic problems with individuals multiple computer systems in order to maintain proper function; resolved issues included contacting and assisting vendors
●Connected network drives and peripherals including monitors, printers and scanners that didn’t map
Tier 2 Technical Support Engineer/Storefront Support Lead 11/2013 – 02/2016
AAC, Inc. for U.S. General Services Administration, Philadelphia, PA
●Created and generated ServiceNOW Service Desk tickets via phone calls and email
●Maintained SLA's utilizing ServiceNOW and rectify issues remotely and desk side as needed
●DHS Public Trust Security Clearance until August 2020
●Worked independently as an IT end user support staff while coordinating with network, telecom, mobile device and database consultants
●Refresh of GSA assets upgraded XP to Win7 and user data migrations
●Deployed provisioned software for end users through SCCM Server
●Use of NetIQ Directory Resource Administration in Active Directory, password resets, created computers added users to groups in Organizational Units
●Remote Support using (MMC) Microsoft Management Console, Bomgar, CA Remote Viewer
●Mobile Device Configuration, utilizing MaaS360 MDM, Android, iOS devices
●Configured, installed and deployed Cisco IP Desk Phones and softphones, utilized CUCM
●Symantec Endpoint Encryption, (SEE Access), Symantec Endpoint Protection (SEP)
●Provided VPN support for users using VDI, Citrix Receiver, MyView, through phone, email, remote and on-site visits
●Prioritized tickets in ServiceNOW, BMC Remedy Action Request System
●Used ServiceNOW ITSM ticketing system and asset management, research, tracking and inventory
●Provided frontline triage support for storefront; supported mobile devices, Wi-Fi connectivity
PC Support Technician III
The Computer Merchant, for Educational Testing Service (ETS) Princeton, NJ 05/2013 - 06/2013
●Provided Technical Support for ETS APRS project in Kansas City, MO Convention Center
●Performed daily checks on equipment, overnight charging and sign out sheet of WOW carts, POS hardware/software and networking components on workstation on wheels Symbol scan guns equipment to meet Advanced Placement grading deadline
Desktop Support Analyst
Insight Global for Independent Blue Cross, Philadelphia, PA 02/2013 - 04/2013
●Imaged Laptops and Desktops via PXE WDS Server, applied correct image according to PC architecture
●Deployed software through SCCM Server, Install, Move, Add and Changes for PC deployments and retrievals
●Installation of electronic medical record applications, rollout and upgrades to Microsoft Office 2010
Full-Time Student 03/2011 -04/2013
Network Engineering Technology Certificate of Proficiency
Mercer County Community College, West Windsor, NJ
Deskside Support/IMAC Technician 06/2006 - 03/2011
Spherion for Janssen Pharmaceuticals Inc., Titusville, NJ
●Performed on-site troubleshooting, and repair of computer systems
●Built computers from client supplied-images.
●Deployed provisioned software for end users through SCCM Server
●Used NetIQ Directory Resource Administration in Active Directory, password resets, created computers on in Active Directory
●Performed remote deskside software installations, performed general warranty and non-warranty hardware break/fix
●Install, Move, Add and Changes for PC deployments and retrievals
●Used BMC Remedy AR System to track, update and resolve cases
Education:
●Mercer County Community College, West Windsor, NJ
Certificate of Proficiency: Network Engineering Technology
•The Chubb Institute, Springfield, PA
Diploma: Network Engineering Technology
•Harry S. Truman High School, Levittown, Pa H.S. Diploma
Certifications:
●ITIL® Foundation Certificate in IT Service Management 5137172.20310229
Awards:
●Federal Executive Board Certificate of Achievement
Outstanding Public Service Bronze Medalist
Contingency Support at G.S.A., for 2015 Phila, PA Papal Visit
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