Desktop Support Manager
Resume:
Robert L. Davis, Jr.
adcm1g@r.postjobfree.com • Somerset, NJ 08873 • 908-***-****
Senior Desktop Engineer
Creative, results-driven technology leader experienced in managing IT operations and production support of 24/7, mission-critical applications and network infrastructure. Excellent communication skills and proven ability to deliver best-in-class user experiences. Extremely organized and results-oriented, with strong process management abilities and thorough expertise in, root-cause analysis, site reliability engineering, and resiliency.
•Project Management
•IT Strategy & Operations
•Windows 10 Migration
•Application Support
•Remote Technical Support
•IMAC resolution
Career Experience
IT Service Delivery Lead 08/2018 - Present
Sun/Ranbaxy Pharmaceutical Company, Princeton, NJ
Support employees by assisting technical support staff to identify, troubleshoot, and resolve information systems and to minimize downtime of applications and personnel by providing 1st -3rd tier technology support. Supervise activities including assisting computer users with hardware and software questions, fielding telephone calls and e-mail messages, diagnosing the nature of the problems, and assisting clients through problem-solving steps. Act as an escalation point for team members by providing guidance on the next steps and communicate key milestones to the business.
Migrated over 500 End Users from Lotus Notes to MS Outlook 2016 and Exchange
Migrated over 500 End Users from Windows 7 OS to Windows 10 OS
Provided technical support for the deployment and ongoing support for various proprietary applications
Asset management - maintain software and hardware inventory.
Provided remote and on-site LAN server operational support, maintenance, problem-solving, and client communication. Provide applications and hardware support in a laboratory environment for non-standard applications controlling instrumentation.
Maas360, Citrix storefront, Cisco unified manager and voicemail administration and support, PBX splicing and punch down. Datacenter, MDF and IDF support. Network cabling and run, Patch panel punch down, Rack mounting of servers and switches.
Daily responsibilities included: utilized Active Directory for resolving End Users issues and creating new employee’s profile, installing and upgrading desktop operating systems, configuring and troubleshooting peer-peer and server-client networks; building, repairing, and configuring core computer network components including Dell & Lenovo laptops. Operating systems, backup systems software, Trend Micro Antivirus, and Outlook e-mail clients.
Proficient in desktop support, involving Microsoft Office 32bit and 64bit applications.
Experience managing the BMC Remedy ticketing system and Lotus Notes database for a large client base.
Familiar with network connectivity and protocols-TCP/IP, DHCP, DNS.
Experienced Team Leader. Manage and prioritize multiple assignments to take on tasks with minimal supervision, exercising good judgment in performing and completing in a prompt and efficient manner. Ability to work independently and as a team.
PROFESSIONAL EXPERIENCE
Ericsson, Inc. (Mphasis Inc.) 1/2018 – 8/2018
Lead Infrastructure - DESKTOP
Desktop PC maintenance, support, remote support solutions and troubleshooting (50% Deskside support/50% desktop repair and imaging).
Experience with Active Directory, SCCM, Remedy, Office 365, and Skype for business, Mobile Pass, Net ID, device management, device imaging, image management, and application installation and support.
Perform support and troubleshooting for end-users via a remote support model as well as on-site support and desk-side visits as required when remote support is not successful or is impractical.
Support Windows 7 and Windows 10 in a Windows Desktop Enterprise environment
Support Dell/HP desktop and laptop equipment.
Experience in software packaging, distribution technologies, and building OS
Check Point Endpoint Security E80, support Symantec anti-virus software programs.
Travel to various client sites as needed.
Collaborate with senior technical staff and customers to perform PC, laptop, server and other assessment services.
Perform physical labor on an as-needed basis to move and install PC's, printers, servers, and other technology and facility assets.
Organize implementations and problem-solving for post implementations
Work independently to accomplish desired goals and objectives, as well as in a team environment to solve complex technical challenges
Time management skills and ability to prioritize work effectively
Primary Caregiver for elderly Father 12/2016 – 12/2017
Johnson & Johnson Health Care
(CompuCom / Excell, Inc.) 8/2016 – 12/2016
Site Support Technician (L2)
Site Support Technician – Level 2: responsible for providing deskside and remote 2nd level technical support and analysis on various aspects of end-user systems support. Supported hardware, software applications, mobile devices and video conferencing. Performed system administration and maintenance of end-users utilizing standard industry tools. Liaison between the end-users and other technology groups.
Responsibilities:
Imaging, setup, and deployment of desktop and laptop computers
Deployment of Windows 10 from Windows 7
Backup and restore the client data via USMT
Installation and setup of PC Peripherals
Support for Video Conference and Audio-Visual Support for meetings and internal events
Movement and tracking of PC related hardware
Provide second-tier technical support for multiple products to internal associates via Remedy tickets
Support, troubleshooting, repair or replacement of PC Hardware and related peripherals
Support, troubleshooting, and remediation of software related issues
Tracking computer-related equipment from an Asset Management perspective
Utilize the Asset Management Software and supporting hardware to ensure accuracy and completeness of computer-related equipment inventory
Support and deployment of standard corporate mobile devices by way of a Mobile Device Management Solution and deployed office 365
Allergan 6/2016 – 8/2016
Desktop Support Technician (L2)
IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Desktop Support Technician was to provide second line support for all staff and new hire employees (Actavis Pharmaceutic). The Desktop Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The IT Support staff worked in a dynamic, fast-paced environment, which provided services over the phone, through e-mail, phone, in person (for walk-in customers) and self-service.
Main Duties and Responsibilities:
To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
To assist all our users with any logged IT related incident when called upon.
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
To accurately record, update and document requests using the IT service desk system.
To install and configure new IT equipment. To resolve incidents and upgrade different types of software and hardware to resolve incidents with printers, copiers, and scanners to maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
Tasks specifically related to the AV Specialist: troubleshoot video conferencing systems for connectivity, sound, and video problems; perform setups in conference rooms and other venues of audio and video equipment for presentations and training events. Perform video recordings of events, edit and prepare footage as needed. Train MIS staff on the use and operation of video cameras and other AV equipment; research and recommend A/V equipment as needed. Interact with audiovisual equipment/solutions vendors as needed to identify solutions and address issues; perform installations of overhead video projector and audio amplification in conference rooms, and assist with special projects as needed.
Enterprise Mobility Management (EMM) is part of the foundation for the Digital Workspace within Ericsson. With EMM installed on devices, end-users are able to carry out more work-related tasks on the go.
UBS Financial Service 8/2015 – 5/2016
Team Lead – Deployment Technician
Thin Client Deployment Technician for UBS Financial Services. This position involves setting up and installing Thin Client systems at several of the UBS Financial site locations; New Jersey, New York, and Connecticut.
Daily job functions included: handling the final physical delivery of the service implementation. Coordinated release documentation and communications. Training of Red Shirt Technician for end-user floor support. Planning of the deployment in conjunction with change and knowledge management and service asset and configuration management. Provide technical and application guidance and support throughout the release process, including known errors and workarounds. Provide feedback on the effectiveness of the release. Record metrics for deployment to ensure within the agreement with the A3 Deployment Project specifications.
Responsibilities
Migration of end-user data from legacy systems to new systems, and verify proper printers and drives are mapped.
Deployment of Windows 10 from Windows 7
Backup and restore the client data via USMT
Provide technical assistance in the migration of client computer systems to Thin Client running Enterprise 7 platform.
Follow documentation and procedures set by the client to save data, images and restore settings to new or existing computer systems.
Provided end-user support, namely answering general questions regarding the use of their PC system.
Updated hardware and software asset data using Excel Inventory database upon installation or relocation of any computer equipment.
SmartSource Technical Staffing
Consultant -Windows 7 Deployment Lead Specialist 1/2013 – 6/2015
2013 to 2015– Windows 7 Deployment Specialist Assignments
Peapack Gladstone Bank
Allstate Legal
The Home Depot
Various Windows 7 deployment projects - SmartSource Technical Staffing
Manage and supervise a small team of 4 PC specialists and assisting in on-site work installation. Provide technical training to clients on hardware and software application usage. Administer all workstation related issues including HW/SW setup and configuration. Maintain a high standard of excellence. Organized and managed procedures set by management and support.
Upgrade to new workstations and migrate all data and software to the new systems. Test and confirm all new workstations are functioning properly. Provide end-user support after migration
Setup new equipment for new asset replacement and replacing old assets for disposition.
Provided end-user support for MS Office 2010 and 2013
Replace and upgrade existing workstation hardware by replacing video cards, splitter cards, and printer cables.
Operating system (Windows 7) deployments via SCCM 2013 as well as MDT
City of Plainfield Municipality 1/2012 - 12/1/2012
Technical Support Specialist
Provide Laptop Refresh for Plainfield City Hall and Plainfield Fire Division.
Provide support to the mobile computing environment, including Blackberry, iPhone, and mobile hotspot products.
Upgrade to new workstations and migrate all data and software to the new systems. Test and confirm all new workstations are functioning properly. Provide end-user support after migration
Provide technical support to clients as part of pre-deployment asset discovery
Provide resources and technical assistance for migrating data-including, hardware environment refreshes, storage reclamation, consolidation, and other key infrastructure initiatives
Setup new equipment for new asset replacement and replacing old assets for disposition.
LWG Communications, Inc. 11/2006 - 4/1/2014
Desktop Support Consultant
Administered LAN / WAN based network; Internet access, configuration and maintenance of workstations and laptops, remote connectivity, customer service and help desk support; and assisted in the future planning and development of the network IT infrastructure.
Reduced operating costs by researching and implementing more cost-effective methods of delivering state-of-the-art technology; often used less expensive equipment with excellent results (Example: Set-up remote offices using Intel routers instead of expensive Cisco equipment without any reduction in quality)
Improved productivity and information flow by (1) installing a print server to allow printing from anywhere on LAN / WAN network to any printer in the system; (2) setting up a fax server to provide staff with a faxing capability from their desktops; and (3) outfitting field personnel with laptops and digital cameras, which allowed real-time information sharing while working in the field
Standardized equipment and software to prevent future system failures and obtain troubleshooting support from tier one providers
Regularly purchased and installed new PCs, laptops, printers, and software applications and conducted numerous training classes on their use
Performed technical research on future projects and produced reports on project rollouts, new technologies, and best methods of implementing new technologies
Implemented a virus protection system to provide real-time data, servers, -email and Internet traffic. Software migration upgrades from Windows XP to Windows 7 deployments and Google chrome installations.
Elliott Newcomb Design, Inc. 6/2001 - 11/2006
Desktop & Help Desk Support Consultant
Resolved computer problems; build and upgrade systems; installed software and perform general maintenance for the client; assisted company owners and department heads in determining hardware and software requirements and making purchases. Maintain 85 computers in a multi-domain cross-platform network consisting of Windows and NT systems. Major duties involve hardware and software integration and maintenance.
Managed projects to set up and install computers and e-mail systems connecting remote users, allowing employees to access and share information in real-time.
Completed a wide-scale upgrade of software and hardware from Windows 98 and NT Workstation to Windows 2000 and Windows XP.
Wrote company manuals on the installation and configuration procedures for hardware/software components Installed new networks that resolved connectivity problems between the home office and remote users.
Improved clients' operations by completing a wide-scale replacement of out-dated work stations and servers; upgraded operating systems from Windows 98 to Windows 2000 / XP Pro; transferred all data files to new PCs, keeping desktop preferences intact Setup work stations on networks and Internet so clients could correspond with vendors electronically Recovered numerous lost files of critical information due to viruses and damaged hard drives.
Advanstar Communications, Inc. 1/2000 - 06/2001
Desktop Support Consultant
Advanstar Communications Daily responsibilities consisted of providing technical support to 100 end users and logging trouble tickets via Lotus Notes. Within a Windows environment installed, configure, and resolved hardware, software, laptop and peripherals issues, providing end-user support, review open problem tickets daily and followed up with open work orders and log calls in the problem tracking system. Coordinated with engineers for moves, adds, and changes as well as system deployments.
Created and maintain new end-users accounts using Novell 4x and 5x. Created and maintain local network printing services.
Installed upgrades and configured desktop computers, desktop applications, network connectivity, and remote connectivity. Provided technical support for MS Office 2000, Windows 98 and Windows NT operating systems.
MAC Coordinator
(Move, Add’s and Changes)
Worked with multiple user groups and project management professionals to plan, organize and oversee in detail the process of moving staff to newly completed spaces; liaison with facilities services providers to evaluate and implement matters related to space, building systems, and technology; facilitated the resolution of a broad range of staff requests and requirements to provide a beneficial work environment.
Lockheed Martin, Inc. Teaneck, NJ 7/1998 - 01/2000
Technical Support Consultant
Duties included planning and managing strategic software and hardware rollouts.
Developed, managed, and monitored detailed project plans and schedules. Retrieved and logged trouble tickets via Remedy.
Repaired and replaced hardware components. Provided Network Administration with Novell Netware 4, NAL, Netware 3.12 and NT 4.0.
Installed network printers (TCP/IP LAN Ethernet), created and maintained end-user accounts within the Novell client application
MS Office 97 & 2000, Remedy, Lotus Notes, MS Outlook, configured Palm Pilots, and proprietary software applications.
Supported 60 end-users on Dell, IBM, Toshiba, and Compaq workstations and laptop computers.
References:
Johnson & Johnson UBS Financial Services
Prit Patel – On-Site IT Manager Nimesh Pate – Site Manager
Tonya Anderson – Manager 646-***-****
cell 256-***-****
adcm1g@r.postjobfree.com
www.excell.com
Sun Pharmaceutical Sun Pharmaceutical
Patrick Blair Victor Haldmen
End User Site-Lead Manager Data Center Operations Manager
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