Desktop Support Engineer

• Jul 2021 - Present

Desktop Support Specialist

• Dec 2019 - Jul 2021

Provided desk side, remote, and phone support to over 2,500 + users in NY, NV, CA, and Remote users. Supported and prioritize tickets on Zendesk from users experiencing issues with hardware, software, Mac OS and Windows, Office 365, mobile devices, printers, and desk phones. Partner with HR to process Onboarding and Offboarding request. Created, support end-user accounts, distribution lists, security groups, share mailboxes through Active Directory, O365 admin portal, Exchange, and SharePoint. Supported AV technologies in conference rooms and personal offices. Performed internal user desk moves, created and deployed desktop images. Supported different projects and tasks. Installed and troubleshot Global Protect VPN connectivity for remote users. Assist with iPhones, Android mobiles, set up MFA, and 2FA authentication. Supported Amazon WorkSpaces AWS for remote users, created, reboot, removed, troubleshot connectivity and applications. Show less

Client Services Engineer

• Dec 2018 - Nov 2019

Continuously supported multiple Hedge Fund clients throughout NYC onsite, remotely, and over the phone with all hardware and software issues. Actively Monitored ConnectWise to prioritize tickets from management and urgent incidents. Configured MS MFA set up for two-factor authentication on mobile devices, supported and troubleshot Office 365, SharePoint, Outlook, and Remote Desktop Services. Continuously supported multiple Hedge Fund clients throughout NYC onsite, remotely, and over the phone with all hardware and software issues. Actively Monitored ConnectWise to prioritize tickets from management and urgent incidents. Configured MS MFA set up for two-factor authentication on mobile devices, supported and troubleshot Office 365, SharePoint, Outlook, and Remote Desktop Services.

Computer Operations Administrator

• Mar 2016 - Nov 2018

Provide telephone, email, in person and remote support for 160+ users Troubleshoot and resolve problems with software and hardware of desktops, laptops, printers and mobile devices Troubleshoot VPN connectivity (Pulse, Cisco AnyConnect, Terminal Server, RSA Token) Assists with the AV setup of conference rooms for meetings using BlueJeans, Polycom,WebEx, GoToMeeting Analyze and determine the best solutions to implement new technologies keeping company compliance. Screen, upload and distribute files via BOX, check spam emails with Barracuda, Mimecast, screen sites with PaloAlto Install and troubleshoot Airwatch VMWare Boxer for mobile devices Image Desktops, Laptop and Surfaces via PXE boot, Hardware repair and Installations Active Directory Password resets and assign OUs Patch network ports as needed Assisted in the upgrade from Windows 7 to Windows 10 and Office 365 Created a knowledge base from scratch with fixes to common problems and important information for easy access Show less

Help Desk / Desktop Technician

• Mar 2015 - Mar 2016

Provided telephone, email, in person and remote support via DameWare to over 3K users Input request tickets using SNOW Service Now Troubleshot and resolved problems with desktops, laptops, printers, peripheral devices, iPhones, and other handheld devices Created, modifed, added, deleted end user accounts, applied access codes, and ensured compliance with company IT policies and procedures for network access Installed, serviced, and maintained software and third-party applications including MS Office 2013. Created and applied troubleshooting procedures for various Media Applications that enhanced technical operations Deployed laptops and desktops for WPP subsidiary companies GroupM, Mediacom, Mindshare, MEC and Maxus Created images with Ghost and LANDesk with the appropriate software for desktops and laptops Set up new user accounts and install docking stations, wiring and network ports, applications and printers Assisted with the setup of conference rooms for meetings, audio-conferences, web conferences, and presentations Helped moving users disconnecting and connecting equipment to different floors, cubicles or offices Show less

System Engineer

• Oct 2013 - Oct 2014

Resolved Service Request tickets via Remedy Escalated issues as needed Collaborated in a team setting to resolve issues Configured and supported WebSphere Application Server Provided access to applications and domains trough Active Directory Maintained, monitored and troubleshot Citrix servers XenApps Assigned load evaluators and Work Groups to Windows servers 2003, 2008, 2008r2 Installed and troubleshot Printer queues for the Front End Troubleshot network connectivity for remote servers Utilized applications to manage and maintain servers ILO, Irongate, VMWare, RDP, Visual App Kept hard drive space available for physical drives and requested additional space for Virtual Machines as needed Installed CHEF server, Recipes and assigned roles for cloud services Supported a go live event for Jackson Memorial Hospital in Miami Florida the third largest hospital in the U.S. by providing guidance and answering question to nurses and physicians of the Millennium OS and escalating any issues to the command center Show less

Active Directory Administrator

• Apr 2013 - May 2013

Created new Active Directory accounts and linked them to Exchange through Citrix Provided access to resources depending on management approval Made tickets for the IT department using Remedy and assigning them according to the necessary service Assisted with Personal Devices approval and User Agreement forms Created new Active Directory accounts and linked them to Exchange through Citrix Provided access to resources depending on management approval Made tickets for the IT department using Remedy and assigning them according to the necessary service Assisted with Personal Devices approval and User Agreement forms

Technician

• Sep 2012 - Mar 2013

Installed and troubleshoot hardware and software problems, Office suite Windows 2007, Mac 2008 & 2011 Added users to MAC server, created shared folders and gave permissions to specific groups, monitored students work Configured wireless devices such as iPads, laptops and printers to access the network Provided assistance in the use of technology equipment such as laptops, printers, smart boards, projectors, smart cameras and auditorium’s sound system Provided Technical support to 60+ on-site users with Windows XP and 7 as well as MAC X OS Check Inventory of all technological equipment in the entire school Show less

Technician

• Sep 2010 - May 2012

Created accounts in Active Directory for new students in server 2003 Provided Technical support to 80+ on-site users in a hybrid environment Windows XP, 7 and Mac X OS Created images for Windows and Mac (Powerpc and Intel computers) using Ghost Upgraded memory and failing computer components Escalated tickets of unsolved problems to the Department of Education Assisted with MAC applications such as Pages, Numbers and Keynote and Microsoft Office Suite 2008, 2011 Assisted with Windows applications such as Microsoft Office 2007, 2010, and third party applications such as Adobe Acrobat and Success Maker Show less