IT Support & Desktop Administration Specialist

Lucas Jean

PROFESSIONAL EXPERIENCE:

Administration for Children Services New York, NY Aug’21 to Till Date

Desktop Support /IT Support Analyst

Responsibilities:

Managed and supported Windows services for clientele and clients

Configured and supported desktops, mobile devices and cell phones for end users

Provided visual support to potential users for remote users

Supported end users with their computer issues

Provided end user support with observance to metrics

Coordinated installs for end users

Troubleshoot problems as they occurred

Mount Sinai Health System New York, NY Jul’16 to Jul’21

Applications Development & Desktop Support

Responsibilities:

Researched and evaluated alternative solutions and recommended the most efficient and cost-effective solution for system designs

Coordinated projects with development, operations, technical support and other IT areas as appropriate throughout the development and installation processes

Coordinated and performed server decommissioning and upgrades for Windows Server 2003, 2008 and 2012

Installed and configured Windows Server 2012 and 2016

Provided local, offsite and VPN/Remote level 2 & level 3 hardware and network support; Windows 7, Windows 10 and Mac OSX

Assisted with Office 365 migrations, rollouts and mobile device configurations

Created implementation, project plans, and/or post go live guides and documentations for users and/or administrators

Maintained constant communication with vendors to ensure in-house applications remain updated and in compliance

Administered and supported Active Directory user accounts and security groups permissions to file shares

Troubleshot HL7 EMR ADT/SIU interface communications

Weill Cornell Medical College New York, NY Jul’19 to Nov’19

IT Systems & Network Analyst

Responsibilities:

Provided and coordinated Level 2 and Level 3 support for onsite and remote locations

Prioritized requests using Service Now IT Service Management ticketing system

JAMF administration for Apple devices including iPads and iPhones

AirWatch Mobile Device Management deployments, installations and configurations

Cisco network support including VLAN configurations, IP assignments, port activations

Created and edited Service now knowledgebase articles and documentation

Coordinated and performed Windows 10 migrations with occasional specialty support for Windows 7 and 8

Provisioning network access to specialty devices such as IP cameras, RFID, robots and VR

Total Deployment Solutions New York, NY Aug’13 to Aug’19

IMAC / PC Technician / Desktop Support / Data Center Technician (On-Call)

Responsibilities:

Deliver successful IT installs, moves, adds and changes for clients

Pack and unpack end users systems with regards to detail

Add upgraded components to end users systems when requested from client

Test systems after moves to ensure connectivity of all devices

Effectively communicate with team on tasks to increase team efficiency

Patch network connectivity on distribution frames when necessary

Rack and stack servers as well as network devices on server racks

Setup and connect turrets and Bloomberg devices (finance-based clients)

Montefiore Information Technology Yonkers, New York, NY Nov’15 to Jun’16

Implementation Consultant

Responsibilities:

Maintained a high level of independent judgment and decision making throughout the implementation process

Aimed to achieve a high level of client service and satisfaction during all phases of implementation

Coordinated concurrent projects and serves as a point person in the field

Deployed servers for services not limited to printing, authentication and file sharing on Windows Server 2012 and 2016

Recommended implementation of features and functions where appropriate

Documented site surveys, coordinated equipment installations and applied configurations as provisioned

Responsible for pre installation design review and documentation

Provided Desktop and Network support at various facilities

Operated within the framework of the complete project management life cycle and adhered to industry and Emerging Health IT Standards

Interacted with groups internal and external to the organization on a daily basis in conformance with Montefiore IT policy and procedures

Provided post go live support to the client during a transition to traditional support to our clients

Troubleshot problems as they occurred

Provided on-site data center support to bring servers and switches on line

Reported enhancement requests and bugs on behalf of the client

Assisted and trained less experienced Implementation Specialists and internal resources including support staff

World Business Lenders LLC New York, NY Jan’14 to Nov’15

I.T. Desktop Support – Team Lead

Responsibilities:

Administrated Microsoft Windows Servers 2008 R2 and Server 2012 R2 environment including Exchange Management Console, Active Directory, SQL Management Studio 2012

Supported and Administered Windows XP, 7, 8, 8.1, 10 and Mac OSX Operating Systems

Provided end user support with observance to metrics

Assisted with the migration of newly acquired branches not limited to configuring servers, firewalls and domains

Create, test, produce various company images with required applications, services and permissions

Administrated and supported CRM applications (Inside Sales, Five9, SpitFire)

Coordinated IT/Facilities services with vendors and contractors

Implemented and supported Dell SonicWALL appliances in newly acquired offices

Documented IT expense and ticket reports for executive review

Coordinated and prepared weekly meetings for Facilities and IT services

Implemented and monitored inventory to maintain tracking of company IT/Facilities assets

Trained new hires with the onboarding processes and utilizing available IT services

Assisted with migration of Microsoft Exchange 2010 to Office 365

Assisted with the implementation and integration of MDM (Mobile Device Management) software with Exchange

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