Desktop Support Engineer with 9+ Years Experience

James Gailliard, Desktop Support Engineer

Yonkers NY, 347-***-****, ********@*****.***, linkedin.com/in/james-m-gailliard-51769a6

Summary

Dedicated Hardware Installation Tech with over 9 years of IT operations experience. Proficient in Active Directory, Windows operating systems, and SCCM for client deployments, demonstrating a strong ability to troubleshoot and resolve hardware and software issues efficiently. Successfully managed desktop environments for multiple organizations, achieving a 98% incident resolution rate.

Work Experience

10/2022 – 01/2023

Deskside Support L2 - Contract, Barclays Corporate & Investment Bank

New York, USA

Profiled Windows 10 workstations by replicating configurations from existing Windows 7 workstations

Assisted with post-upgrade incidents and queries, ensuring a smooth transition for clients

Provided daily operational and systems support to personnel, enhancing overall productivity

Ensured adherence to incident management protocols to meet all Service Level Agreements (SLAs)

Troubleshot hardware and software issues in-person, remotely, or via phone to minimize downtime

Executed backup user restoration and data migration tasks efficiently

01/2022 – 08/2022

IT Support Specialist Level II - Contract, BlackRock

NY 10020, USA

Delivered comprehensive technical support for desktop and laptop devices, ensuring operational efficiency

Facilitated support for mobile devices, printers, scanners, and wireless VPNs to maintain connectivity

Provided IMAC (Install, Move, Add, Change) support to enhance the user experience

Supported virtual infrastructure platforms including Virtual Desktop Infrastructure (VDI) and Citrix, ensuring seamless service in ServiceNow

Diagnosed and researched complex problems to identify resolutions quickly

Tracked and resolved customer incident requests, improving response times

Supplied executive-level support for high-profile user requirements

07/2021 – 09/2021

Desktop Support Engineer – Contract, Bank Leumi USA

579 5th Avenue, USA

Utilized SCCM to execute Windows 10 imaging and deliver software distribution effectively

Managed operating system deployments and conducted comprehensive hardware and software inventories

Provided hands-on client support and first-level remote troubleshooting for off-site users, resolving issues promptly

Administered Local Area Network (LAN) settings to enhance connectivity and performance

Configured and deployed desktop and laptop hardware efficiently

Performed administration tasks related to Windows network accounts through Active Directory

10/2020 – 07/2021

Desktop Support Engineer – Contract, Scotiabank

New York, USA

Provided technical support and maintenance for desktop, laptop, telecom, and network systems, ensuring reliability

Diagnosed and troubleshot hardware and software issues, documenting resolutions effectively for future reference

Installed, configured, and updated end-user desktops and laptops, optimizing performance

Executed telecom moves, adds, and changes to facilitate seamless communications

Contributed to all phases related to client installations, upgrades, operating systems, and configuration management

Leveraged SCCM for Windows 10 imaging and software distribution to streamline IT operations

Delivered consistent day-to-day support for end-user hardware and software needs, alongside project-based assistance onsite

07/2019 – 06/2020

Desktop Support Engineer – Contract, Westchester Medical Center

Valhalla, NY, USA

Delivered day-to-day support for end-user hardware and software needs, contributing to overall client satisfaction

Maintained technical support for desktop, laptop, telecom, and network systems, ensuring consistent availability

Troubleshot hardware and software issues, documenting resolutions with appropriate support

Installed, configured, and updated end-user desktops and laptops to maintain efficiency

Executed telecom moves, adds, and changes, facilitating smooth operational transitions

Contributed to all phases related to client installations, upgrades, operating systems, and configuration management

Utilized SCCM for Windows 10 imaging, software distribution, and operating system deployment, managing hardware and software inventory

01/2019 – 06/2019

Sr. Desktop Support – Contract, Staffing Solutions

White Plains, NY, USA

Executed Windows 10 imaging with precision, ensuring swift deployment

Conducted installations utilizing supplied documentation and tools, adhering to compliance protocols

Delivered break/fix services to end users, maintaining operational continuity

Inventoried legacy hardware systems and assisted with network drive mappings and printer setups

Provided hands-on client system support and first-level remote troubleshooting for off-site users

Conducted basic LAN administration and desktop/laptop hardware configuration and deployment to enhance performance

Deployed, maintained, and supported desktop/laptop computers, PDAs, and other electronic devices effectively

Assisted Senior IT staff with administration and monitoring tasks, streamlining operations

11/2013 – 11/2018

Sr. Information Systems Manager, Volunteers of America Greater New York

New York City, USA

Supervised a team of Information Systems Managers, fostering professional development and performance

Managed the operation of the Help-desk Division to meet division information system needs effectively

Created, maintained, and documented network and software user accounts, ensuring data integrity

Oversaw 24 sites in the Housing Division, ensuring seamless IT service delivery

Ensured a continuous and stable desktop environment, enhancing operational productivity

Conducted testing and installation of new equipment and upgraded application software, facilitating advancements

Delivered special assigned projects promptly to meet organizational goals

Provided troubleshooting, diagnosis, and resolution for desktop hardware, operating systems, and network as well as software user accounts

Managed IS group responsible for maintaining and updating all 24 servers in the Housing Division

Executed administration tasks with Windows network accounts through Active Directory

Evaluated IT staff performance through comprehensive assessments

Reported directly to both AVPs in each Sector regarding IT needs at their programs

Communicated directly with the CFO and CIO on company-wide IT projects within the Greater NY area

Created and maintained forms for asset auditing information, streamlining processes

03/2013 – 11/2013

IT Help Desk Level II, Atlas Air

Purchase, USA

Provided phone and deskside support to local and remote users on various technical issues, enhancing user satisfaction

Developed and maintained strong customer relations, ensuring tailored assistance

Coordinated with team members to guarantee employee requests were handled promptly and efficiently

Diagnosed and analyzed data to deliver effective resolutions, minimizing disruptions

Deployed, maintained, and supported desktop and laptop computers for optimal user experience

Performed administration tasks with Windows network accounts through Active Directory to streamline access

11/2012 – 03/2013

IS/IT Global Services, TEKsystems at Nestle Waters North America

Stamford, USA

Managed general Level 1 & 2 support, including remote assistance for users to resolve issues efficiently

Analyzed and resolved computer and network hardware and software issues, enhancing operational effectiveness

Executed administration tasks with Windows network accounts through Active Directory for streamlined management

Deployed, maintained, and supported desktop/laptop computers, PDAs, and other electronic devices to ensure reliability

Employed SCCM to manage software distribution, operating system deployment, and hardware/software inventory effectively

Assisted Senior IT staff with administration and monitoring duties to enhance service quality

Facilitated client data transfers as needed through Move/Backup/Restore operations

Education

09/1981 – 06/1983

Monroe University

AAS, Computer Science

The Bronx, NY, US, USA

Skills

Windows 10 imaging

SCCM

Active Directory

Desktop/Laptop support

Help-desk management

Remote troubleshooting

Data migration

LAN administration

Customer relations

Problem-solving

Team coordination

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