PSEG Desktop Support Manager Candidate

WILLIAM BERNIER

Medford, NY 934-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

IT Support Specialist with experience providing desktop, remote, and network support across enterprise, healthcare, utility, MSP, and nonprofit environments. Skilled in troubleshooting Windows, macOS, Microsoft 365, Active Directory, endpoint devices, printers, mobile devices, and network connectivity issues. Recognized for strong customer service, documentation, asset lifecycle management, team leadership, and operational reliability. Combines technical expertise with hands-on operations experience coordinating staff, inventory, logistics, and client services.

CORE COMPETENCIES

Active Directory Microsoft 365 Azure AD Intune SCCM JAMF Windows 10/11 macOS iOS Android VPN Support Desktop Support Remote Support Hardware Deployment Device Imaging Asset Management Ticket Management ServiceNow Jira Cherwell TeamViewer DameWare Printer Support Wi Fi & Network Troubleshooting Documentation Inventory Control Team Leadership

PROFESSIONAL EXPERIENCE

BRANCHES LONG ISLAND

Community Center & Food Pantry Coordinator Volunteer (Oct 2025–Feb 2026); Promoted to Part-Time Staff (Mar 2026–Present)

·Earned paid staff position after demonstrating reliability, leadership, and operational excellence as a volunteer.

·Serve as trusted keyholder responsible for opening, securing, and closing facilities.

·Coordinate 3–10 volunteers daily while maintaining efficient operations and workflow.

·Support approximately 20 scheduled pantry appointments and more than 100 walk-in clients through food assistance programs.

·Manage inventory, receiving, storage, and distribution of donations from Island Harvest, Costco, Aldi, Trader Joe’s, Walmart, Amazon, UPS, and local donors.

·Provide client registration support, phone assistance, community resource information, and cash-handling responsibilities.

PHAXIS / LITTLE FLOWER CHILDREN & FAMILY SERVICES

Level II Help Desk Technician (Contract) Sept 2025 – Dec 2025

·Provide onsite and remote technical support for employees across multiple departments.

·Troubleshoot Windows workstations, mobile devices, Microsoft 365 applications, connectivity issues, and peripheral equipment.

·Manage incidents and service requests through ticketing systems while maintaining accurate documentation.

·Support hardware deployment, software installation, account access issues, and end-user training.

ACCENTURE / PSEG – Bethpage, NY

IT Specialist / Desktop Support Jan 2025 – Jun 2025

·Resolved hardware, software, imaging, patching, and endpoint support requests.

·Performed SCCM deployments, antivirus hardening, and workstation maintenance.

·Delivered onsite and remote support while minimizing user downtime.

FAMILY CARE LEAVE

Sept 2023 – Sept 2024

·Provided full-time support to family following father's passing before returning to the workforce.

E-GREEN RECYCLING MANAGEMENT – Holtsville, NY

IT Specialist / Team Lead Sept 2021 – Sept 2023

·Led technical support operations, staff training, and task delegation.

·Administered Active Directory accounts, Windows Server environments, VMware-hosted systems, and VPN support.

·Managed asset lifecycle tracking, diagnostics, device imaging, repair, and quality assurance.

·Improved operational efficiency through documentation and process improvements.

BERTELSMANN MUSIC GROUP (BMG) – New York, NY

IT Desktop & Remote Support Specialist (Contract) Jun 2021 – Aug 2021

·Provided L1/L2 support across multiple offices using TeamViewer and Jira.

·Managed onboarding/offboarding, Active Directory administration, software deployment, and printer support.

STONY BROOK UNIVERSITY MEDICAL CENTER – Stony Brook, NY

IT Support Technician Aug 2020 – Jun 2021

·Supported hospital staff with desktop systems, carts, printers, imaging, and account administration.

·Collaborated with IT teams to maintain reliable access to critical healthcare systems.

ZEBRA TECHNOLOGIES – Hauppauge, NY

Quality Assurance Analyst Oct 2017 – Mar 2019

·Performed software QA testing, laptop imaging, device configuration, and performance analysis.

ELECTRONIC RECYCLERS INTERNATIONAL – Walpole, MA

Assistant Manager (Client & Asset Management) Jul 2006 – Oct 2016

·Supervised staff, managed client relationships, coordinated asset management operations, and supported IT deployments.

EDUCATION & CERTIFICATIONS

·Computer Technician & Networking Specialist – Hunter Business School

·Google IT Support Professional Certificate

·SQL for Data Science

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