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Deskside Support Resume

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Cambridge, MA

SUMMARY:

  • Provided support for multiple organizations
  • Provided technical support, including identifying problem incidents with their subsequent resolutions. Assisted company staff with desktop operation, including both hardware and software - Provided employee and instructions (through presentations) regarding basic operation of software and hardware, technical support and quality standards.
  • Performed installation of new IT network equipment and system software.
  • Administered creation of IT accounts and computer systems and offered support.
  • Updated management on a regular basis through reports and presentations and via email.
  • Maintenance & Testing Activities:
  • Maintained company peripheral network devices regularly, including printers and scanners.
  • Maintained firm’s computer systems, ensured functionality of desktop systems throughout departments through frequent evaluations and routine maintenance, planned and executed routine repairs and system upgrades, made use of ticketing systems to prioritize work-load and update queries and calls, documented and maintained supply of all required inventory.

TECHNICAL SKILLS:

Systems: Ubuntu, Linux, Windows 10/8 /7 /Vista /XP /Server 2K3/server 2008

Languages: HTML, Intermediate Python

Technologies and Software: Partition Magic, VM Ware, MS Office suite, JIRA, Ghost imaging, NP++, MS Office, McAffee Endpoint Encryption, Active Directory, Server 2003,08, Remote Desktop Connection, Exchange, Symantec Encryption, Symantec Norton Anti-Virus

Interest: Python programming, Network Security, Network, System Administration, Linux, HTML, JavaScript

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

  • Managed two sites, reimage and upgrade win7 to windows 10 via PXE and MDT, Data backup/ migration via windows easy transfer.
  • Manage technical inquiries via Remedy ticketing system, Software and security patching and updating, LAN trouble shooting and configuration, Cisco Router and Switch management and port activation, Face to face, email, remote, and phone support, Exchange 2016 support, Avaya phone configuration and administration, Conference room video equipment support, AD DS, user profile creation and management, Network share folder creation and management, Group policy configuration, Landesk Administration (equivalent to SCCM)Casper/Jamf Administration Suite (Mac equivalent to SCCM), Helped maintain backup servers managed via ComVault ( Confidential Powered Edge and po)

Confidential

Deskside Support

Responsibilities:

  • Lease upgrades, System Patch and Update, backup and restore windows 10 User profile, backup and restore IBM notes.ini file, restore and check integrity of IBM notes profile, restore and update Exchange/Skype profile, migrate Connected Backup profile, initiate first back up for new machine lease, initiate Symantec’s PGP encryption, update Symantec’s antivirus definitions, restore network shares, restore network printers, Q/A educated end users on Windows 10 usage and features.
  • Supported devices: Confidential E700 family, HP Elite x2, MacBook pro .
  • Technical Support, provided support via face to face, Email, Skype or phone, also used Skype share screen function to diagnose, troubleshoot and resolve issues such as restoring pc sound, installing or removing apps, applying setting to outlook, fixing outlook connectivity issues, resolving random outlook credential pop ups, local area network but no external communication.
  • AD account unlocks, pc servicing, chassis/shell swaps when a laptop is Confidential repair, educating end users PGP encryption access, end users on pc usage. Some issues were the same as remote and phone support, Utilized Service now to monitor service request and incident tickets, used proper documentation to document resolved issues and what step I took to resolve the issue.
  • Work with InfoSec to prevent damage to the network by coordinating virus scans, machine wipes, researching and reporting a possible security breach, placing machines in quarantine to prevent the spread of viruses.
  • Succeeded in providing white gloves technical support, helping to maintain EYs infrastructure by providing support and solutions that allowed clients to stay productive.

Confidential

Helpdesk Analysis

Responsibilities:

  • Monitor Heat ticketing queues.
  • Follow up and track open issues and request.
  • Resolve tickets within time frame threshold.
  • Technical support (Networking, app support,win7, win10 O.S. support, VPN support, web application, and secure proxy support, Utilized Winserver AD to manage User accounts (group, share folder access, local account management, password resets, account unlocks)
  • Technologies supported: Confidential desktops and laptops, MacBook, Pulse VPN, Outlook 2013, MS office suite and Skype for business Tools used, Active Directory users and groups for account management, RDP and Landesk for remote troubleshooting, CLI for common networking issue such as DNS, TCP/IP and internal/external network communication issues (ping, net, nslookup, ipconfig)

Confidential

Deskside and Application Support Specialist

Responsibilities:

  • Utilized Lync and Remote Desktop Protocol to provide onsite and remote support to internal users located on three different locations.
  • Imaging and On-boarding (Imaging machines with company image, installed required applications, inform end-user on applications and domain access processes)
  • Networking and Troubleshooting (TCP/IP, DNS, DHCP, duplicate IP's, Domain access issues, Network communication issues)
  • Repair and troubleshoot hardware and software (HDD issues, RAM upgrades, WiFi card issues etc)
  • Network Printer Setup (Driver installs, client computer setup, etc)
  • Confidential 9010, 9020 Desktop pc, Confidential E 50 Laptops
  • Cisco switches and routers Basic rack installs, RJ-45 cabling, install switches to extend network communication to client cubicles with Ethernet ports)
  • Confidential SonicWall VPN support ( client configuration, trouble shooting, installs and password resets)
  • Closed the gap between the app support team and the Deskside support team by being the only team member with a diverse technical background. ( Diverse background in Desktop and Web application support)
  • SCCM (Application Install)
  • Office 365 Technical Support
  • Active Directory account management (adding new accounts to AD, password resets, group management).
  • System recovery from BSOD decryption and Data recovery ( Confidential DDP, Confidential Data Protection).
  • Bash scripting, created a script to simplify our Win7 public and user profile setup process.
  • Web apps supported, Softheon KMS and CRM, Klik, and FMS (Financial management system).
  • Research resolutions for new and reoccurring issues.
  • Implemented and supported 2FA.
  • Attrition User Account list management.
  • Inventory List management.

Confidential

Independent Consultant

Responsibilities:

  • Setup Monitor, Confidential mini desktop, and Tapaz signature pad, install all drivers including print drivers, install necessary software via SCCM
  • Operating system upgrades, Hardware installs, system builds, LAN setups
  • Trouble shooting common user issues such as system slowdowns, BSOD, Virus removal, Educating and Consulting to properly secure a LAN or Wifi network.
  • Instruct users on safe web browsing, Mobile device support, updating, cleaning left over junk files from old apps
  • O.S. System recovery (BSOD)
  • Data recovery

Confidential

Desktop Support

Responsibilities:

  • IMAC Support, Customer Service, (IMAC Support), Data migration, Build and Deployments, Remedy ticketing system, Deskside Support, RDP technology and Lync for remote support,
  • Technology supported: Windows 7, MS Office, Red Hat desktop for IBM techs, Cisco VPN, Outlook Support,

Confidential, Cambridge, MA

PC Support

Responsibilities:

  • Backup and migrate user data to new machines.
  • Effectively resolve computing issues, Hardware and software installs in a Mac and PC environment, RAM upgrades, Deploy and Setup End User Work Stations and Laptops.
  • Consult End User within scope of my duties, Customer Service, Mobile device support iOS and Android, Helpdesk/deskside support, Windows remote assistance, Deskside support, Outlook support, Windows and Mac OSX deployment

Confidential, Waltham, MA

Computer Support Specialist

Responsibilities:

  • Exchange Administration, System Administration, Customer service, Resolve daily computing problems, Tasked with installing and updating system hardware and software, Troubleshoot common networking issues, System Administration tasks such as password resets, profile and account creation and disabling, user account management, imaging and deploys, JIRA ticketing, Mobile Device support, Android and iOS, LAN support, Cisco VPN configuring and troubleshooting, VM Workstation12 setup and configuring, Citrix

Confidential, Boston, MA

Computer Support Specialist

Responsibilities:

  • Windows XP to Win 7 image and deploy, upgrade software and hardware, AD DC user account management, configured local security policies, User account permissions, Customer facing/Helpdesk support/Computer services,
  • Used both soft skills and technical skills to assist customers/end users, Phone Support, Remote Support, Outlook support, archiving emails, shared folder setup, secondary email setup, .pst and .ost back up and restoring, Day 1 support

Confidential, Cambridge, MA

Technical Support

Responsibilities:

  • Cisco Security patch, trained end users on updating procedure, Application Updates, Outlook support, customer support, Technical support

Confidential

Team Lead Technical Support Specialist

Responsibilities:

  • Supervised 7 techs, updated and trained team members on project updates and revisions
  • Q&A supervision within deployment team of 15, Imaging via USB external drive (DAD), assigning asset tags, software deployment via SCCM, Outlook Email integration, Mapping network drives, Deployment of win 7 machines 500+ users. Outlook 2007/10 support, User account setup and policy setting, provide support in a PC and MAC environment, Asset tracking and documentation, AD domain administration (create containers, manage, create, and disable accounts, delegate privileges, assign users to appropriate groups and s, password resets, unlock accounts)
  • Outlook support, PST and .OST file repair and recovery, Day 1 support

Confidential

Technical Support Specialist

Responsibilities:

  • Supervised a team of four techs, Deskside Support, RAM and HDD upgrades, Printer support, Outlook support, XP to Win7 upgrades, Confidential machines support, End User Data migration, Networking support and troubleshooting Cisco VOIP, Day 1 support.

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