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Desktop Support Level Resume

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New York, NY

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SUMMARY:

  • Goal - driven professional with a proven record of in providing the essential technical hardware and software installation, repair, maintenance, and operations support to guarantee streamlined operations and customer satisfaction

TECHNICAL SKILLS:

Networking: TCP/IP, DNS, DHCP, FTP, VPN, IPv4/IPv6, VOIP, SIP, LAN/WAN/Wireless LAN Configuration and Troubleshoot, Cisco (Meraki), Firewall, Wireshark;

Directory Services: Active Directory/ Azure AD: Add/ Remove Users, Manage User Accounts; LDAP; Distribution Lists; Group Policies and Privileges, Containers and Organizational Units

Hardware: PC/ Laptop Configuration: Dell, Lenovo, HP, Mac (MacBook Pro, MacBook Air, iMac); Bloomberg; Mobile Devices (iPhone/ iPad, Android, Surface Pro); Copier and Printer support: HP, Fiery, Xerox, Rico, Kyocera; Zebra Printers: ZT410, ZT231, GK420d, WT41N0/ RS419

Asset Management: MDM: Microsoft Endpoint Manager, Microsoft Intune and JAMF; PAM: CyberArk

Ticketing Systems: Service Now; Zendesk; Jira, Track-It, Footprints, Solar Winds, Remedy, HEAT

PROFESSIONAL EXPERIENCE:

Desktop Support Level

Confidential, New York, NY

Responsibilities:

  • Provide Level II support and resolve tickets regarding application, desktop, network, printer, and phone issues for 1350+ onsite and remote end users
  • Asset management responsibilities include add/remove assets in Microsoft Endpoint Manager and JAMF for new hires and terminated users; JAMF: Create, deploy, and administer Apple operating system installation and application packages; Microsoft Endpoint Manager: Build, deploy, and maintain deployments and collections
  • Provide support for video teleconference (VTC) customers and conduct routine troubleshooting of associated Audio - Visual (AV) equipment

Desktop Support Level II/ Warehouse Support

Confidential, New York, NY

Responsibilities:

  • Investigated errors and problems escalated by Tier 1; perform root cause analysis to provide permanent resolution in a timely manner
  • Delivered support to end - users at all Corporate, Retail, and Wholesale locat ions including remote users (Customer Service Team) on identifying, researching, and resolving technical problems
  • Served as primary onsite support at the Distribution Center to address all IT related issues which include break/ fix for all workstations and Zebra industrial/ thermal printers (ZT231, ZT410, GK420d, WT41N0/ RS419); worked with the WMS support team on issues pertaining to the Warehouse Management System (SCALE); Ensured that all vendor Service Contract Agreements were current for hardware maintenance and support
  • Offered executive VC support during normal hours and showroom events
  • Created and deployed application packages and implemented JAMF's Mobile Device Management (MDM) with configuration profiles to manage up to 250 active Apple devices

Desktop Support

Confidential, Parsippany, NJ

Responsibilities:

  • Responded to inquiries in Remedy regarding computer software and hardware operations to resolve all hardware, software, phone, and application issues
  • Offered desktop and datacenter support. Daily operations included application, network, hardware, and phone support; performed daily backups in AS400 and responded to user inquiries.

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