SUMMARY:

• Motivated, goal - driven, and ambitious individual with a diverse employment experience; highly adapt at multitasking, time and stress management, driving results, and creativity.
• Bilingual; English & Spanish
• Apple Mac OS X/iOS & Android
• Microsoft Windows XP/7/8/10/11
• Microsoft Office Suite
• Office 365/G Suite Admin
• JAMF/SCCM
• Networking (Cabling/Terminating/Router Config)
• SonicWall Firewall/VPN
• Active Directory
• AirWatch/Intune
• Acronis/ESET NOD32/Norton/McAfee/Webroot
• Service Now/ConnectWise/Jira/HEAT/Remedy/Tiger Paw
• Bomgar/PCAnywhere/Goverlan/WebEx/VNC/RDP

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Senior Desktop Support Technician/Tier 2

Responsibilities:

• Documented and managed incident and service requests using Service Now.
• Manage user accounts, computers and group permissions via Active Directory
• Supported Mac environment including tablets and mobile device via AirWatch and JAMF and SCCM
• Supported conference rooms and fixed any audio/video issues
• Install/move computer hardware, peripherals, and software when necessary due to office rearrangement or equipment reconfiguration
• Troubleshoot client software/hardware, network connectivity and also identify, evaluate and prioritize customer problems and complaints
• Train new users and other techs and write procedures.
• Participate in on-going and departmental development. Routine maintenance updates with other IT staff and business units

Confidential, New York, NY

Senior Desktop Support Technician/Tier 2

Responsibilities:

• Managed over 350 Mac laptops and mobile devices through JAMF
• Troubleshoot a range of issues; network connectivity, software, hardware and mobile devices
• Assist with new user creation/terminations/in-processing/out-processing
• Managed computer backups with Code42
• Managed Symantec Encryption and assist with user lockouts
• Supported on site and remote users using Bomgar and Windows SCCM
• Managed user accounts, computers and groups via Active Directory
• Managed email/calendars via MS Exchange PowerShell scripts and O365 Admin Portal/Exchane
• Supported Zoom A/V equipment in conference rooms.
• Managed Avaya telephone switches, phones and voicemail
• Assisted the infrastructure team with ad-hoc duties, including the smooth operation of the office infrastructure

Confidential, New York, NY

Desktop Support Technician/Lvl2

Responsibilities:

• Install, upgrade, support and troubleshoot Windows 7/10, Microsoft Office 2010/13/16 and any other authorized desktop applications, hardware and printers
• Support Mac systems using Jamf management tools
• Maintain AD user accounts, computers, groups and deploy printers
• Customize desktop hardware to meet user specifications and site standards
• Perform work in compliance within specified warranty requirements
• Return defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any personal computers (PC) or notebooks that has authorized access to the network
• Support and maintain users within O365.

Confidential, Brooklyn, NY

Desktop Support Technician/Tier 2

Responsibilities:

• Support and maintain Active Directory; user accounts, rights and security group
• Configure and deploy mobile devices, tablets, laptops, monitors, desktops, scanners, and printers
• Perform daily clinical and Executive rounds to make sure systems are working properly
• Provide A/V Support to conference rooms and auditorium
• Provide backup OR support for all Operating rooms and staff
• Provide rapid response support for all Epic related software/hardware
• Administer/manage clinical devices through Air Watch console
• Build & image computers using Windows PE
• Create and track incidents/service requests via HEAT ticketing system
• Lead department in the amount of successfully completed ticket resolutions on all technical equipment

Confidential, New York, NY

Senior Desktop Support Technician

Responsibilities:

• Responsible for supporting users with day-to-day issues such as Microsoft Office support, network access/connectivity, printing issues
• In charge of hardware deployments such as PCs, desk phones, cell phones, printers, etc.
• Manage and maintain inventory of PC’s and all other technology assets
• Administer and stage test proprietary financial trading system with user base of 5,000+
• Escalate system issues and bugs to Development team for research
• Support and maintain users within G Suite

Confidential

Desktop Support Technician

Responsibilities:

• Supported 15 attorneys and over 100 end users across three offices in NY, NJ, and Mexico
• Managed AD users, user groups, group policies, file server file/folder permissions
• Managed/configured switches, routers, phone system, workstations, notebooks, network printers
• A/V Support for radio shows, conference rooms and s.
• Configure Office products and manage user profiles
• Image/configure computer operating systems, such as Windows XP and Windows 7
• Create/add users to group policies using Active Directory
• Implemented/managed IP phone hosted services system and phased out the old Avaya phone system
• Managed Microsoft Office products and license keys
• Ordered and swapped out printer toners/cartridges; over 100,000 pages printed per month
• Open tickets with vendors to repair printers
• Create/add/upgrade instances in AWS