SUMMARY:

• I’m looking for a Mac or financial services desktop support position in an environment that uses JAMF Pro (formerly Casper Suite) to manage their Macs (e.g., Mac@IBM).

TECHNICAL SKILLS:

Operating Systems: Windows 2000, XP, Vista, 7, 8, 8.1, 10, macOS Mountain Lion (10.8), Mavericks (10.9), Yosemite (10.10), El Capitan (10.11) and Sierra (10.12)

Software: Office 365/2010/2011/2013/2016 , O365, Outlook, Lync/Skype for Business, Symantec Enterprise Vault, Active Directory (ADUC), JAMF Casper Suite (Imaging, Remote, Self Service), SCCM (ConfigMgr), SCCM Client Center, User State Migration Tool (USMT), App - V, Altiris, VMware, Citrix, XenDesktop (VDI), Desktop Director, Parallels Desktop, Boot Camp, AppSense (Roaming Profiles), Symantec Endpoint Protection (SEP), Sophos, MalwareBytes, Cisco AnyConnect VPN, Full Disk Encryption (Check Point / Pointsec, WinMagic SecureDoc, BitLocker, Sophos SafeGuard & FileVault 2), OS X Keychain, Internet Explorer, Chrome, Firefox, Safari, Bloomberg, Confidential Aladdin/Genie, WorkSite/FileSite, Lumension, BeyondTrust PowerBroker, Fonts, Extensis, iOS, Android, BES, MobileIron, Docs@Work, Web@Work, Good for Enterprise, Afaria, TouchDown, RSA SecureID, SafeNet, Cisco NAC, Cisco Jabber / IP Communicator (Softphone) & CUVA (Video Calling), CardScan, Acronis, Ghost

Remote Support: Casper Remote, Apple Remote Desktop (ARD), SCCM Remote Control Viewer, TeamViewer, Bomgar, Windows Remote Assistance, LogMeIn Rescue, VNC

Ticketing Systems: Remedy, HP Service Manager 9, ServiceNow, SolarWinds Web Help Desk, ManageEngine ServiceDesk

Other: TCP/IP, DHCP, DNS, PXE, Netboot, VOIP, BYOD, CYOD, COPE, MDM, Secure Printing

Hardware: BlackBerry, iPhone, iPad, MiFi/AirCard/JetPack, Cisco 7945/7970/7975/8961 & Avaya 9630G & Polycom CX600 Lync Phones, Jabra & Plantronics Headsets, IronKey, DataLocker, Xerox Smart Printers (YSoft SafeQ), Surface Pro 3, Dell Optiplex, HP Elite PCs & EliteBook/Folio Laptops, Toshiba DynaDock & Port g Laptops, Lenovo X1 Carbon Laptops & OneLink Pro Docks, Macs, MacBooks, Apple Thunderbolt Displays

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Desktop Support Technician

Responsibilities:

• Mac & PC (70/30) desktop support for Confidential (New York, Minneapolis, San Francisco & Dallas), PHD Media, Hearts & Science, eg+ and other Omnicom Group agencies
• Troubleshoot and resolve various hardware, software, network and performance issues involving macOS Mavericks (10.9), Yosemite (10.10), El Capitan (10.11) & Sierra (10.12), Windows 7, Office 365/2011/2013/2016 , Lync/Skype for Business, JAMF Casper Suite 9.92 (Imaging, Remote, Self Service), SCCM, Active Directory (ADUC), Sophos Antivirus, Full Disk Encryption (Sophos SafeGuard, FileVault 2 & BitLocker), OS X Keychain, Azure MFA & Cisco VPN, RSA, Safari, Chrome, Firefox, Internet Explorer, Java, Fonts, Extensis, Apple Remote Desktop (ARD), SCCM Remote Control Viewer, TeamViewer, LogMeIn Rescue, ServiceNow, SolarWinds Web Help Desk, Secure Printing, Cisco Jabber & IP Phones, iPhones, iPads, iOS, Android, MobileIron, Docs@Work, iMacs, MacBooks, Apple Thunderbolt Displays, HP AiO PCs, HP EliteBook & Folio laptops, monitors and HP printers.
• IMACs (Installs, Moves, Adds, Changes) for new hires, hardware refreshes and office moves.
• Train end-users and new technicians on various applications and procedures.
• Provide audio / video support for meetings, presentations and video conferences.
• Provide “white glove” support to VIPs and their admins.

Confidential, New York, NY

Onsite End User Support

Responsibilities:

• Desktop and remote support for the New York and North America offices of Schroder Investment Management
• Troubleshoot and resolve various hardware, software, network and performance issues involving Windows 7, Office 2010, Lync 2010, Symantec Enterprise Vault, Sophos, Active Directory (ADUC), SCCM, AppSense (Roaming Profiles), Bloomberg, WorkSite/FileSite, Cisco AnyConnect VPN, Citrix, Internet Explorer, Chrome, Java, Flash, BitLocker, Lumension, RSA, Polycom CX600 Lync Phones & HDX Video Conference Systems, BlackBerrys, iPhones, iPads, Good for Enterprise, MobileIron, Docs@Work, Web@Work, AirCards & MiFis, Lenovo X1 Carbons, OneLink docking stations, monitors and printers.
• Set up conference rooms and provide audio / video support for meetings, presentations and video conferences.
• Train employees on iOS, MobileIron & Docs@Work during BlackBerry to iPhone Migration
• Provide “white glove” support to VIPs, such as traders, department heads or managers and their admins

Confidential, New York, NY

2nd Level Support (Contract)

Responsibilities:

• Level 2 desktop and remote support at the Confidential
• Troubleshoot and resolve various hardware, software, network and performance issues involving Windows 7 & 8.1, Office 2010 & 2013, Lotus Notes, Lync 2013/Skype for Business, Symantec Endpoint Protection, Active Directory (ADUC), SCCM, App-V, Internet Explorer, Firefox, Chrome, Java, WinMagic SecureDoc & BitLocker Full Disk Encryption, Cisco AnyConnect VPN, Cisco NAC, SafeNet, ActivIdentity SecureLogin SSO, BlackBerrys, AirCards & MiFis, Surface Pro 3’s, HP PCs, laptops, docking stations, monitors and printers.
• Provide “white glove” support to VIPs, such as SVPs, VPs, Officers and their admins

Confidential, New York, NY

Help Desk Analyst

Responsibilities:

• Troubleshoot and resolve various hardware, software, network and performance issues involving Windows XP & 7, Office 2010 & 2013, Lotus Notes, Lync 2013, Active Directory (ADUC), Altiris, Citrix, BlackBerrys, iPhones, MobileIron, Cisco IP Phones, Dell PCs, remote access, print servers and networked printers.

Confidential, New York, NY

Deskside Support

Responsibilities:

• Level 3 desktop and remote support for New York and regional offices of the world's largest asset manager
• Troubleshoot and resolve various hardware, software, network and performance issues involving Windows 7, Mac OS X, Office 2010 & 2013, Symantec Enterprise Vault, Active Directory (ADUC), SCCM, App-V, VMware, Citrix, XenDesktop (VDI), Desktop Director, Symantec Endpoint Protection, Check Point (formerly Pointsec) Full Disk Encryption, Lumension, PGP, BeyondTrust PowerBroker, BES, BlackBerrys, AirCards & MiFis, Apple iPhones, iPads & MacBooks, Afaria, MobileIron, RSA SecureID, Cisco AnyConnect VPN, Cisco IP Communicator (Softphone) & CUVA (Video Calling), Bloomberg, Confidential Aladdin/Genie, DHCP, DNS, Java, CardScan, Cisco IP Phones, Dell Optiplex & HP PCs, Toshiba DynaDocks & Portégé Laptops, remote access and networked printers.
• DeskSide Support subject matter expert (SME) for various projects (Xerox PrintSmart/YSoft SafeQ rollout, SCCM migration, Exchange 2010 Personal Archive rollout, etc.)
• Provide “white glove” support to VIPs, such as traders, Managing Directors, Directors and their admins
• Organization and participation of Windows 7 & Office 2010 migration of 2000+ Dell & HP PCs and 500+ Toshiba laptops.
• Management and organization of PC inventory
• Management and deployment of applications using tools such as SCCM, SCCM Client Center, MS Application Virtualization (App-V) and Active Directory (ADUC)
• Traveled to regional offices to upgrade hardware and train employees on Windows 7, Office 2010, remote access, etc.
• Assisted in technical writing of Windows 7 manuals for the global Deskside Support team

Confidential, New York, NY

Desktop Technician

Responsibilities:

• Build, configure and deploy 500 IBM/Lenovo workstations for a Windows 7 migration
• Provide post-migration support and on Windows 7 and Office 2010

Confidential, New York, NY

Systems Administrator

Responsibilities:

• Support of offices and remote users in North America, Europe and Australia
• Purchase, install and repair all hardware, software and telecommunications equipment

Confidential, New York, NY

Network Administrator

Responsibilities:

• In charge of supporting 80+ servers, 80+ workstations and 80-100+ users in a 24/7 multi-platform environment.
• Responsible for all aspects of support; including research, purchase, installation, troubleshooting and repair of all hardware, software and telecommunications equipment.
• Create and manage accounts in Active Directory, Microsoft Exchange, the FTP servers and the PBX (Audix / Definity).
• Responsible for server load balancing, backups and archiving of employee and client data.
• Implementation and administration of Windows Server Update Services and Symantec System Center to ensure workstations and servers have the latest security and virus updates.
• Improve network performance and security by reviewing firewall logs and using various network protocol analyzers and vulnerability scanners.
• Plan and execute datacenter move resulting in zero downtime of client data.
• 2x Employee of the Month

Confidential, New York, NY

Dell Service Technician (Contract)

Responsibilities:

• Build, configure, deploy and support 7000 Dell workstations for a Windows XP migration

Confidential, Canaan, NY

1st Level Helpdesk / Desktop Support

Responsibilities:

• 1st Level Help Desk and Desktop Support for 250+ internal and remote users.