Advanced Desktop Support Engineer

TECHNICAL SKILLS EXPERIENCE LEVEL

Platforms:

Windows 10/11, Mac OS X, Windows Server 2012 R2

Advanced

Mobile:

iPhone, Android Phones

Advanced

Remote Tools:

Bomgar, SCCM, Windows Remote Desktop, SolarWinds Dameware Advanced

Applications:

VMWare, Citrix VDI, Active Directory and Users, SCCM, Office 365, MS Teams, Cisco AnyConnect VPN, Endpoint Configuration manager, Share Point, Technical Support. Advanced

Ticketing:

ServiceNow, Remedy, Jira

Advanced

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WORK EXPERIENCE

Dye & Durham Desktop Support Sept 2024 – July 2026

- Managed new hire onboarding/offboarding processes with a focus on efficiency and compliance.

- Use Microsoft Autopilot to preconfigure and enroll the end-user devices upon new employee hires

- Provide end-user support for 100+ employees, ensuring swift resolution of hardware, software, and networking issues.

- Troubleshoot and resolve issues with Windows 10/11, and macOS operating systems.

- Administer user accounts and permissions via Active Directory and ensure security compliance.

- Assist with system upgrades and software installations across a wide range of applications.

- Offer remote desktop support using tools like TeamViewer and Remote Desktop Protocol (RDP).

- Monitor and respond to IT support tickets, consistently achieving a response time within SLA.

- Configure and deploy new workstations and update software regularly. United Health Group (UHG) Desktop Support Technician Apr 2023 – Aug 2024

- Responded to technical assistance requests through ticketing systems, phone, chat, and remote support for Windows and Mac OS endpoints, tablets and smartphones (iOS and Android), Microsoft Office, and MS Teams.

- Performed tasks such as backup and restore, folder and share management, device provisioning, and access management following documented procedures.

- Documented all requests in the incident management system, recording actions taken and solutions found.

- Kept up-to-date with the organizational software environment through self-learning, research, online training, and team sessions.

- Diagnosed and resolved technical problems, implementing workarounds causes were identified and resolved.

- Identified trends in incidents and problem issues to reduce the number of problem calls and improve resolution efficiency.

Canadian Cancer Society End User Support Nov. 2022 – Mar. 2023

- Deployed and maintained desktops, laptops, Macs, mobile devices, and peripherals through systematic imaging and deployment procedures.

- Administered Azure AD for users, groups, and devices, including migration between on-premises and Azure environments.

- Ensure all assets are accurately tracked and maintained in ServiceNow, including receiving, tagging, transferring, and disposing of hardware as necessary.

- Oversaw end-user desktop software solutions, including patch management, antivirus, and group policy administration.

- Provided specialized support to executive and senior leadership teams, ensuring high-priority issue resolution and personalized service.

Professional Summary

Highly accomplished Desktop Support Specialist with 9 years of extensive experience in delivering technical assistance and resolving complex IT issues across various platforms and environments. Demonstrates a robust ability to provide exceptional customer service and effective troubleshooting for hardware and software problems, ensuring the seamless operation of desktop systems. Renowned for a proactive approach, strong problem-solving skills, and commitment to maintaining optimal system performance.

NELSON D’SOUZA

Cell: 647-***-**** Email: ********@*******.***

Morneau Shepell Ltd IT Support Specialist Mar. 2020 – Oct. 2022

- Supported remote users via VPN services using SCCM, DameWare, and Bomgar for efficient assistance.

- Managed mobility services like BES12 and Office Web-Application (OWA), enhancing mobile connectivity and productivity.

- Administered ticket queues in the ServiceNow system, ensuring timely resolution of IT requests.

- Prepared and deployed machines from SCCM pull-sites, facilitating smooth transitions to Windows 10.

- Conducted advanced troubleshooting for Windows Local Group Policies, applied registry fixes, and provided comprehensive hardware and software support (laptops, desktops, smartphones, printers, Microsoft Windows, Office). Brookfield Global Relocation Services Desktop Support Technician Nov. 2019 – Feb. 2020

- Managed the migration of laptops and desktops from Windows 7 to Windows 10, following specified guidelines for data preservation, imaging, restoration, and maintaining legacy system settings.

- Documented incident details and resolutions using the Zendesk ticketing tracking system.

- Provided comprehensive support for Windows laptops, MacBooks, and printers.

- Configured conference rooms with audio-video equipment for optimal functionality.

- Offered post-deployment support to users, ensuring backup of profiles, OneNote, Sticky Notes, and other data to OneDrive, and configured VPN and Entrust Identity soft and hard security tokens for enhanced security measures. TD Bank & RBC Toronto On-Site IT Support Feb. 2019 – Oct. 2019

- Localized laptops based on user requirements at each branch.

- Provided face-to-face support to end users and offered post-deployment assistance for hardware and software.

- Installed new laptops and set up local user profiles, replacing outdated desktops.

- Imaged new hardware and securely wiped old devices for disposal, following specified data preservation and restoration guidelines.

- Supported Windows 7/10 and Microsoft Office, performing maintenance and user assistance across various devices and operating systems.

Canada Food Inspection Agency Desktop Support Technician May 2017 – Jan. 2019

- Provided comprehensive desktop, phone, remote, and on-site support for diverse devices and operating systems including Windows 7/10, Microsoft Office, iOS, Android, and Blackberry.

- Managed Active Directory user and computer accounts, administering share drives and folder permissions through security groups.

- Conducted Windows 7 to Windows 10 deployments and software installations via Symantec Management Console.

- Imaged computers with fresh Windows installations, performed hardware upgrades, and resolved technical issues.

- Replaced defective components of laptops, desktops, and printers under warranty, adhering to company policies.

- Configured VPNs and implemented Entrust Identity soft and hard security tokens for enhanced network security. CERTIFICATIONS

Microsoft Azure Administrator Associate – AZ 104

Network Cabling Specialist Certificate

Microsoft Windows Server Diploma

Learning ITIL – LinkedIn

macOS for IT Administrators - LinkedIn

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