Help Desk Analyst Ii

Manpellie S. Harmon

** *** *** ***** **** Landing N.J. 08330

Cell # 516-***-****

ad7203@r.postjobfree.com

EXPERIENCE

Richard J. Hughes Justice (Hybrid)

Help Desk Analyst II (contract) January 16, 2024 – Present

Knowledge of maintaining Help Desk IT Operation procedures.

Experience log all incoming calls request and action taken to resolved them.

Experience with new projects assigned by management to resolved them.

Provide support to other units and / or division when called upon.

Experience with update Solutions Knowledgebase and Documentation.

Provide support for Business applications

Experience with conduct quantitative and qualitative research related to process, program and projects.

Experience with analyzing business procedures, workflow, policies, and standards to identify appropriate IT solutions for the business community.

Experience with documenting customer business functions and processes.

Provide Help Desk and onsite user support.

Experience with coordination regularly with ITO and Business users.

Experience with XIDM Admin Web Administration Prod Environment.

Experience Blue Zone AOC Mainframe.

Experience with JATS Agent Sale Force.

Liberty Mutual (Remote) May 2022 – June 2023

IT Application & Ops Support Specialist (contract)

Provided application support for the Service and Distribution by applying analytical and technical capabilities to troubleshoot and solve user incident tickets.

Performed low to moderate complexity technical and business problems using general knowledge of the industry, business operations, business products, business process, data architecture, vendor integration, and application connectivity.

Performed incident tickets and requests from internal and external users and stakeholders of low to medium complexity using basic knowledge of assigned application and triages to the appropriate resources / organization as needed.

Coordinated with more senior team members based on impact, and developers and vendor IT to determine the root cause and user impacts.

Supported system setup for new contract center reps including research of user profile and coordination with Hosting Services and Contact Center Technologies as needed for tech assistance.

Identified opportunities for continuous improvement and joined working teams to improve processes.

Experienced with BMC Remedy IT Services Management, Jira, Mainframes, Guidewire Suites, CompTIA Network Plus, AppDynamics, and Splunk.

Bank of the West (Remote) April 2022 – June 2023

IT Help Desk Specialist 2 (contract)

Responded to routine written and verbal inquiries from employees, vendors, and/or applicable departments/branches related to system access and information security.

Processed security system access requests to reflect authorized user and resource administration, maintaining all documentation on file for audit review, in accordance with record retention directives.

Reviewed, reported, and maintained awareness of violations of security policies or breaches of security systems, promptly reporting all discrepancies of significance to the Department Manager.

Routinely reviewed and revised department desk procedures and documents procedures for new EIS Analyst process.

Monitored Human Resources report information and initiates access changes due to employment status changes.

Participated in projects related to existing security systems, upgrades, and enhancements.

DSS/ HRA (Remote) February 2022 – December 2022

Administrator for the Desktop/Helpdesk (contract)

Performed 1st, 2nd, 3rd level support for the WIFI, corporate LAN, MAN and WAN Infrastructure

Worked with system support team members in troubleshooting complex, cross platform issues.

Evaluated emerging network technologies and aligned their benefits with the business strategy.

Monitored service management system to ensure operational issues are being managed.

Provided day-to-day support for existing Network infrastructure.

Participated in On-Call rotation schedule for after-hours escalation.

Experienced with Pulse VPN trouble shooting Network connective related issues.

Experienced with Ring Center Contact Center Voice System.

Experienced with Service Now Desk Matrix System assigning tickets to the right Group with Service Now.

Resetting client password and unlocking user accounts using Active Directory.

Experience with SCCM Remote Tool to trouble shoot network related issues.

Experience with setting up (MFA) Multifactor Authentication to safeguard access to agency data and applications.

Experience with Office 365 trouble shooting Outlook related issues and setting up email accounts.

Supported Senior Executive with white glove service laptop Pulse VPN network related issue.

Collaborates with other team leads and direct manager to review aspects for service improvement with processes and ensure that client needs are being met.

Mphasis (Remote) July 2022 – November 2022

Desktop Support & Server Room Technician (contract)

Supported Senior Executive with white glove service Trade Floor, Remote, (home base users) across locations.

Experience troubleshoot & repair desktop/laptop issues Microsoft Surface Pro 7 & Microsoft Surface Book 3.

Experience Standard SOE Image on Desktop & Laptop through Auto Pilot (Intune).

Configure and troubleshoot Smart phone issues. Dell OptiPlex 3060,3070, HP Z420, HP Z600.

Aided remote server team on Server OS and server hardware.

Experience with hardware racking and stacking in comms-room.

Experience with troubleshooting Data Network/ Telephony Devices/ Projectors/ Meeting room Facilitation.

Experience troubleshooting LAN/WAN Backup-restore/Printers.

Technical assistance and training to end users on computer operating systems and standard applications.

Coordinate efforts with 3rd party vendor to repair faulty hardware.

Experience with documenting all support activity within the IT incident and request Management tracking tool.

Physical move of asset between IT stock location.

Experience with Windows 10 client OS and Auto Pilot v2.2 (Intune) device Management.

Experience with Hardware VPN expertise (Cisco Meraki).

Experience with Office 365 & Dynamic 365 & ServiceNow based ITSM & Asset Management.

Experience with Data Centra Operations and Networking concepts.

Experience with Software and application troubleshooting Bloomberg terminals installation.

Experience with ITIL processes & PowerShell (PS). Microsoft Endpoint Manager Admin My Roles Azure AD.

Ability to Evaluate and test new technology for feasibility and implementation within IT Environment.

Experience with VIP ticket handling and IT Asset Management. Microsoft Azure (AD).

BNB Bank (Remote) September 2020 – April 2021

Technical Support Representative II (contract)

Supported Senior Executive with white glove service laptop VPN Global Protect network related issue.

Actively listen to customers to understand their issues or concerns.

Document and track customer issues using a ticketing system to ensure quick resolution.

Maintain an up-to-date knowledge of company products and services.

Educate customers on the feature of company products/services to minimize technical challenges.

Receive customers calls to provide step-by-step guidelines for the resolution of technical issue.

Experience with Finesse call center application to ensure live technical support.

Install, configure, and troubleshoot computer system, server, and network issues.

Desktop deployment involving centralized imaging system (SCCM/USMT preferred).

Experience with GoToAssist remote tool for home users using VPN Global Protect.

Experience with Microsoft Team Chat collaborating with end users.

Trouble shooting remotely Office 365 related issue on daily basis with ThinkPad Lenovo laptop.

Gemological Institute of America January 2020 – September 2020

Desktop Support Administrator (contract)

PC/OS upgrade and migration.

Desktop deployments involving centralized imaging systems (SCCM/USMT preferred).

Windows 7 to Win 10 upgrade projects.

Understanding of PC configuration, including network settings, drive mappings, printers & applications.

PC hardware replacement.

Following documented procedures.

Hands on experience with Desktop Software (VM Ware, Citrix Receiver, and Windows Server 2008R2 Datacenter).

Extensive knowledge of Active Directory services on Windows 2003 and 2008.

Experience with Global Protect VPN access.

Remote Support using Logmein123 Rescue Technician Console.

Lighthouse Investment Partners Hedge Fund September 2018 – March 2019

Support Analyst (contract)

Supported Senior Executive with white glove service VMWare connection remotely.

Install VMWare Horizon Client V3.5.2 software on new hire desktops, which gives them remote access while working outside of office.

Install Neovest, ENSO, Trend Micro Security Agent, FactSet, RSA Token, and Duo Mobile software applications on client’s desktops and laptops for trading and security purposes.

Helped to create Jira Service Desk for the server environment, a ticketing system to monitor all technical issues client’s may have.

KeyBank Capital Markets February 2012 – July 2018

Technology Analyst II (Full Time)

Supported Senior Executive with white glove service video conference room setup.

Experience in developing and deploying unattended operating system installations (Windows 7 & Windows 10) for workstations/ laptop with an in-depth understanding of hardware-independent imaging capabilities.

Experience with creating desktop/laptop HP Compaq 6000/6100/6200/6300 & HP Elite Book 8440P/8460P/ 8470P/ 6930P/ HP Elite Book 9470m/ HP Elite Book 9480m build and reimaging processes.

In depth experience with remote & offline migration.

Extensive knowledge of XP / Windows 7 OS, registry, file system and win internals.

Proven ability to work effectively in team, as well as independently with minimal error and guidance.

Extensive knowledge of Active Directory services on Windows 2003 and 2008.

Solid understanding of complex IP networks and Service Now application.

Strong interpersonal skills, including written and verbal communication, time management, project management and conflict resolution.

Understanding of TCP/IP, DHCP, LADAP, DNS, VOIP, VPN's and Network Security.

Experience with Supporting Trade Floor environment with variety of software application Bloomberg.

Professional, Market Access, BD Vision, Trade Web, Lotus Notes 8.5, Odyssey Access Client Juniper.

Experience with Data Backup Software to backup desktop/laptop Windows XP & Windows 7.

Experience with setting up Blackberry, Android Phone, iPad, iPhone, a touch of Wireless Headset.

Identify and resolve system-wide issues on market data servers and data delivery network (Lan and WAN).

Accept ownership of customer issue until a solution is achieved providing complete customer satisfaction.

Supporting two locations 575 Fifth Ave New York, N.Y. and 45 Rockefeller Plaza, New York, N.Y.

Responsible of maintaining maintenance of client network issue in the MDF room.

Experience with software HP Asset Manager, HP Open View Radia, Request It, IDM Request, Plainview.

Experience with Dell desktop/laptop able to image 8-10 machine concurrently.

Experience with NIC and Wireless connectivity Odyssey Access Client Juniper Network & Pulse Secure Network.

Able to setup new hire accounts and deploy new hardware to end-user cube location.

Experience with eSata and USB drives and memory.

Experience with Toshiba Laptop repair.

Experience with (SCCM) Configuration Manager 2012 with reimaging Windows 10 desktop and laptop.

Installing Distribution Point using Configuration Manager 2012.

Experience with Cisco 3800, 4500, 6500, 7300 Series Integrated Services Routers.

Hands on experience with Desktop Software (VM Ware, Citrix Receiver, and Windows Server 2008R2 Datacenter).

Experience with Desktop Software (Cisco Jabber version 10.5.1, Service Manager 9, Malibu Technology).

Experience with (Windows Deployment Orchestrator Technology, BitLocker Technology & Bit9 Carbon Black).

Experience with (Cyber Ark, Capital IQ, DB2 Windows 7, Valdi, Intex Windows 7, FXAll Treasury Center, Net360).

Experience with (Thomson Reuters, Eikon Messenger, Charles River Version 9.1.4.5.4, Microsoft Outlook).

Experience with Polycom video conference and Cisco IP Telephony & IPC Turrets IQ Max & Edge 100, Unigy application.

Experience with HP Pro Desktop 600 G2, HP Elite 840 G3 Laptop and HP Z400, Z20, Z440 Workstation.

Experience with Juniper Networks J2320 routers and ETC Equity Hoot.

Estee Lauder November 2014 – May 2015

Engineer Manager (Part-time)

Lead Engineer on XP & Windows7 deployment project for Estee Lauder multiple devices.

Experience with System Center 2012 Configuration Manager (SCCM) deployment process.

Deploy operating systems, software applications, and software updates.

Monitor and remediate computers for compliance settings.

Monitor hardware and software inventory.

Remotely administer computers.

Extensive knowledge of Active Directory services on Windows 2003 and 2008.

Experience with Data Backup Software to backup desktop/laptop Windows XP & Windows 7.

Provided IT Hardware Support for Executive Vice President of Estee Lauder.

Trained employees the SCCM 2012 process for XP & Windows 7 deployment.

Provide leadership to the team including managing goals and expectations, personnel actions and recruiting, and performance management to enable a high motivated team.

Install, configure, maintain and support PC hardware and software for the company's end user computing environment.

Experience with Windows 7, Outlook and connectivity issues.

Excellent technical knowledge of desktops, laptops, printers, and mobile computing devices (Blackberry devices, iPhones, iPads, etc.) Hands on hardware troubleshooting and installation experience.

Interface with, customer and third-party teams for configuration, integration and deployment activities and project.

Implement best practice security measure to protect the confidentiality, integrity and availability of customer data.

Collaborates with other team leads and direct manager to review aspects for service improvement with processes and ensure that client needs are being met.

Supervise the prioritization of tickets, queue management, scheduling and resource planning as per Service Desk Manager.

Beth Israel Continuum Health September 2010 – February 2012

Field Engineer (contract)

Install, configure, and maintain the printers, peripherals, and software.

Repair all HP LaserJet Printers for client's on-site accounts.

Created an inventory list of all printer part and distributed to Technicians at Beth Israel site.

Provided printer repair support in Emergency Room and Intensive Care Unit.

Maintain Delta's queue Care Tech Solutions Remedy software service calls on-site and off-site.

Provide On call support throughout New York City.

Update daily progress to senior Management via e-mail, text and phone calls.

Provide backup support for another Technician when Emergency occurs.

Work with dispatch team to resolve service calls issues.

Resolved a variety IT issues hardware software application.

Provide on-site and off-site network technical support to resolves issues related to printer hardware problem.

Guardian Life Insurance December 2009 – August 2010

Help Desk Agent (contract)

Install, configure, and maintain the internal network of client’s PC workstations, printers, peripherals, and software.

Install, configure, and deployed Windows 7 on Dell Desktop and Dell Laptop computers.

Upgraded clients to Office 2010 and resolved software related problems.

Provide on-site and off-site network technical support to resolve network layers issues related to hardware, server, and IP addresses network connection problem.

Install local printers Dell 1720's, HP Office Jet Pro 8500, HP Color LaserJet CP2020.

Repair Dell Latitude D620, Dell Latitude D630, Dell Latitude E4200, E4300, E5400, E5500.

Configure Lotus Notes software 6.5 & 8.5 on Dell Latitude D620, Dell Latitude D630, and Dell Latitude E4300 and installed VPN and configure new hired client.

Remote into local client's Desktop and Laptop PC's with Dame Ware Version 6 software to handle problem determination, troubleshooting and resolution for hardware software issues.

Configure clients to Windows Server Active Directory 2003 to setup new hired clients.

Ghost and Reimage Dell Optiplex740, 745,755,760 computers to the company's standard basic image.

Relocate Desktop, Monitor, Printers, Laptop, for client who were promoted within the company.

Experience with Cris ticketing system ordering parts for clients and closing tickets to meet the SLA's. (ServiceLevel Agreement).

Recovered data in the event of hardware system client's failure Dell Latitude D430 & Dell Latitude D420.

Order parts for Dell Laptop and Desktop and printers threw Chris ticket system.

Support over 5,000 employees and clients in the United States.

Work with Server Network group to ensure problems were promptly resolved.

Setup and install Blackberry for new hire and deploy Laptop and Desktop to location.

Remote into offshore Clients Desktop and Laptop with CF1 remote software.

MurTech June 2009 – August 2009

Printer Field Service Technician (contract)

Performed installations, configurations, upgraded, maintenance, and troubleshooting of IS 1700 & IS 1900.

Input Station Kiosk machines.

Setup & Installed PM2000, PE1000, B9180 Enlargement Printer, Z3100, Z3200 Poster Printer, CP6015, Creative Laser Printer, HP LaserJet 9500, HP Desk Jet 130 Printer, Reimage CD/DVD Auto-Writer, Order Label Printer, Fulfillment Station PC, Network Switches, ProCurve Router, HP G4050 Printer Scanner, HP S1245 Enlargement Printer, and HP F335 Film Scanner.

Installed Fulfillment Station serves all local devices attached to Photo Center request by Duane Reade Store Retailer locations.

Receive service calls through Clear vision database and ordered part for Duane Reade Store locations in Clear vision software database.

Provided level 3 Support for 216 locations in Manhattan, Queens, Brooklyn, New Jersey, Bronx, Staten Island area.

Maintained PC Support and trained Duane Reade Store Managers &10 staff employees in the basic function of the Photo Center.

Maintained and repaired and replenished PM2000, PE1000 printer for Retailer Duane Reade Store.

Worked with HP 4 level Support to resolve high level calls for retailers in Duane Reade Store location.

CERTIFICATIONS:

Servicing HP Desktops, Workstations, and Notebooks for Onsite Service Technicians (2014, 2015, 2016,

2017). Replace System Board DMI Programming, HP PC Hardware Diagnostics UEFI, PC Hardware Diagnostic Qualification Exam, Service Qualification Exam, HP Elite Pad Family Service and Support, HP Retail Jacket for Elite Pad, HP Retail Expansion Dock for Elite Pad.

EDUCATION

New York Business Institute, Completed course in A+ Training Program

Kemper Military College, Associates Degree

Briarcliff College, Diploma in Computer Science/Electronic Technology

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