end user technician
Resume:
Brian Beal
*** *****, ***, *****, **, *****
*********@*****.***
Education
Herzing University, Atlanta, GA
Bachelor of Science 2014
Computer Science, concentrating in Software Engineering
Professional Experience
January 2023 – November 2024
Infrastructure Design Analyst NTT Data Manhattan, NY
●Imaged & Enrolled 80 – 120 Windows & Apple devices(laptop, desktop, tablet, phones) utilizing InTune. Created CSV batch files in CMD, imported into InTune.
●Leveraged Windows Remote Desktop, Zoom/Teams remote features to enroll users, troubleshoot, configure bitlocker, map drives & manage install/updates.
●Created and closed several types of Service Now Request: closed asset received task, upgrade device task, refresh user task, peripheral task, application request, and various troubleshooting related task.
●Notified 200 users managing Slack/Teams, and emailed 200 end users monthly, scheduled Zoom/Team meetings in Outlook.
●Responsible for managing UPS account to ship and receive device upgrades and peripherals, requiring signatures, return shipping label, and documentation.
November 2021 – December 2022
EUC Analyst Moody’s Manhattan, NY
●Lead Windows Laptop (5000 users) migration project, increased completion percentages by 30% (from 50% to 80%)
●Responsible for deploying applications/software via Microsoft Software Center and SCCM, training co-workers and created documentation regarding the project.
●Executed enrollment of Window devices utilizing Microsoft Intune to image device (5000 users).
●Operated Microsoft Azure to test applications and resolve client issues via Microsoft Remote Desktop; as well as Zoom screenshare.
●Resolve escalated incidents and task in Service Now.
July 2021 – November 2021
Desktop Support Specialist Vox Media Manhattan, NY
●Lead processes involving installations, formatting, remote management, and moderate hardware repairs to MacBooks (2007-2021).
●Responsible for the consistent operation of cameras, Mac minis, audio devices, and networks are fully operational in conference rooms daily.
●Configure, manage, and troubleshoot Office 365 applications including Word, Excel, OneNote, OneDrive, Teams, Outlook, and Power Point, & Adobe Acrobat).
●Utilized Jabber to coordinate strategies regarding client issues i.e., troubleshooting SSO applications.
●Customized, resolved, and cable managed end users’ hardware in a cubicle environment.
August 2015 - May 2021
Help Desk Support II Atlanta International School Atlanta, GA
●Installed and maintained printers, configured and upgraded operating systems and created domain user access accounts, and third-party applications using G Suite.
●Experienced with Active Directory – Creating user accounts, group policy, permission, and account provisioning.
●Managed campus incidents and requests via Samanage/Zendesk to handle ticket escalations and event scheduling.
●Communicated with students, faculty, staff, & parents via phone, video calls, email, in-person to solve software and hardware issues on Apple mobile devices, and Windows laptops.
●Supported students and faculty with desktop hardware repair and managed inventory of Apple and Window devices (500-1300 devices).
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