IT Engineer Solutions Implementer

WILLIAM JENKINS

IT ENGINEER Solutions Implementer Critical Thinker

********.***@*****.*** 203-***-**** 35 Harrington St. Bergenfield, NJ

SUMMARY

PASSIONATE IT ENGINEER… Skilled Solutions Implementer • Adept Critical Thinker • Experience in Life Science, validated, GxP, ISO, and FDA-compliant environments • Help Desk • IT Support Analyst • Implementing Emerging Technologies • Experience with scientific instrumentation

EXPERIENCE

HWthree (Dyanrex) – Help Desk Level 1 IT Technician (contract) – 155 Chestnut Ridge, Montvale, NJ

Jul 2026 – Sep 2026

Serve as the primary technical resource for diagnosing, troubleshooting, and resolving hardware and software issues.

This role directly supports all employees, including executive-level clientele.

Managing Active Directory accounts

Office 365 admin, SolarWinds ticketing systems

SKY SYSTEMS (NOVARTIS PHARMACEUTICALS) – Onsite IT Engineer (contract) – 220 East Hanover Ave Morris Plains NJ

Feb 2024 – Jan 2026

Responsible for computer imaging (Kronos) and backing up computers.

Provide day-to-day IT support for laboratory instruments, workstations, printers, and peripheral devices.

Experience supporting laboratory instruments such as winkQCL, Factsuite, Obsreva, Magellan,QI Agility, FTIR, Gen 5,Quant Studio,LN2, Paltronics, Growth Direct, Bio 111 cryo, and other analytical equipment.

Manage user accounts for QC lab equipment, including BacT, Factsuite, Growth Direct, LIMS, and QuantStudio.

Experience supporting Manufacturing and Quality Control (QC)

Troubleshoot hardware, software, network, and system connectivity issues to minimize laboratory downtime and maintain operational continuity.

Install, configure, maintain, and upgrade laboratory computers, servers, software applications, and network-connected devices.

Train end users on IT systems, security awareness, and best practices to improve system utilization and reduce support incidents.

Utilize ServiceNow, Novasol, and Blue Mountain ticketing tools.

Familiar with the escalation process in a multi-tiered IT environment.

Knowledgeable in SAP and MES. Manage GxP documentation and logbooks in accordance with GxP practices. Certified in aseptic gown usage for one year.

VALLEY NATIONAL BANK – IT Support Specialist – 1445 Valley Rd Wayne NJ

Oct 2021 – Mar 2023

Delivered high-quality technical support to over 4,000 U.S. employees by addressing software and hardware issues via the ServiceNow ticket system, phone, and email.

Monitored system performance for 12 devices to ensure optimal functionality.

Diagnosed and resolved a wide range of software, hardware, and connectivity issues while also providing technical training to end users.

Collaborated daily with DevOps to investigate application-related issues, ensuring proper functionality.

Worked closely with user management for accurate computer setup across business units.

Demonstrated timely, quality customer service with a results-driven approach.

Streamlined the offboarding process by efficiently managing user emails and accounts.

Provided remote access support for global employees, enhancing productivity.

Managed multiple tickets simultaneously, resolving issues within four hours.

Led data migrations, email setups, and network mapping for users.

Orchestrated user onboarding with Single Sign-On (SSO) authentication. Configured new computers to maximize efficiency.

GFI WORLD – IT Support Specialist – 55 Water St., New York, NY

Nov 2019 – Apr 2020

Provided high-quality, personalized technical support to a global workforce of over 1,500 employees via the ServiceNow ticket system, phone, and email.

Optimized computers using Active Directory, user permissions, Windows 365, and VMware.

Regularly monitored the performance of 12 executive devices to maintain optimal functionality. Handled an average of 25 daily support requests effectively.

Collaborated with the DevOps team to resolve application issues for smooth program operations.

Executed data migrations, email setups, and network mapping for end users seamlessly.

Worked with user management for accurate computer setup across business units.

Minimized downtime by troubleshooting hardware and software issues.

Offboarded user emails and accounts promptly within the given timeframe. Streamlined user onboarding through Single Sign-On (SSO) authentication.

Enabled secure remote access support for employees worldwide.

CITICORP – Desktop Support – 388 Greenwich St., New York, NY

Jul 2019 – Oct 2019

Provided robust technical support to a global workforce of 2,500 employees by addressing software and hardware issues via the ServiceNow ticket system, phone, and email.

Configured both new and existing computers with Active Directory, user permissions, Windows 365, Workspace ONE, and VMware, ensuring seamless operations.

Continuously evaluated and monitored the performance of multiple devices used by day traders to ensure optimal functionality.

Collaborated daily with the dedicated DevOps team to research and resolve complex application-related issues.

Executed data migrations, email setups, and network mapping for smooth user transitions. Efficiently handled numerous tickets, resolving issues within a three-hour timeframe. Integrated users via Single Sign-On (SSO) for improved security and user experience.

Troubleshot hardware and software issues to significantly reduce downtime. Installed Citrix on business units’ computers to support varied operational needs. Initiated offboarding activities to deactivate users effectively upon departure.

Facilitated remote access for global staff, enhancing work location flexibility.

Collaborated with managers across units to validate details for computer setups.

State of Connecticut Department of Developmental Services – Client Liaison – 460 Capitol Ave, Hartford, CT

Jun 2006 – Jun 2019

Advocated for clients with developmental disabilities at medical appointments

Ensured proper handling of clients’ medical documentation

Facilitated communication between clients and medical care teams and multiple medical service providers.

Managed weekly employee schedules to ensure proper staff coverage at facilities

Served on the Client Evaluation team to help determine proper service level for clients

Developed and maintained relationships with clients’ families and legal guardians to ensure level of service matches expectations and addressed any concerns

SKILLS

End User Empowerment • Help Desk • IT Support Analyst • Implementing Emerging Technologies • Experience with scientific instrumentation • Windows 10/11, macOS

iOS (iPhone/iPad); Android exposure preferred

Microsoft Intune, Jamf Pro

Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams), OneDrive, SharePoint

Microsoft Teams Rooms, Zoom, Google Meet, executive conference room AV

Azure AD / Entra ID, MFA, conditional access, VPN clients, enterprise Wi-Fi, basic LAN/WAN troubleshooting

Endpoint security tools, encryption, executive data protection best practices

Laptops/desktops, mobile devices, docks, peripherals, and executive accessories

EDUCATION

Bachelor of Science in Marketing – South Carolina State University

Certificate in Information Technology – New Jersey Institute of Technology

2022

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