It Support Customer Service

Adrian Del Angel *** Main Street, Apt. *B, White Plains, NY 10601

Phone: 914-***-**** E-mail: ************@*****.*** Summary

An Infrastructure Technology professional with over 10 years of experience in desktop operating systems, connectivity, PC networking, and on-site technology implementation. Ambitious, self-motivated individual with the IT skills, personal attributes, and managerial experience required for a successful career at the highest level. Proven record of bringing value to businesses, as well as possessing valuable customer-facing skills, and an agile technical mind that can come up with innovative technological solutions to problematic issues. Constantly updating my skills to remain proficient in new technologies.

Professional Experience

Medmen –Remote (2022–present)

Senior Support Analyst / IT Support Manager

• Provided exemplary customer service, setting the standard for the support team.

• Acted as a liaison between corporate and retail users, solving advanced technical issues.

• Ensured desktop security measures (antivirus, firewalls, etc.) were up to date and effective.

• Led asset tracking and inventory management efforts, ensuring resources were accounted for and effectively utilized.

• Mentored and trained junior support analysts, enhancing overall team competency and performance.

• Oversaw daily operations of the desktop support group.

• Created and periodically reviewed IT knowledge base articles.

• Supported 29 retail stores, resolving all equipment issues (registers, iPads, iPhones, computers, firewalls, and access points via Intune).

• Technologies used: SysAid, Leafly, Leaf Logix, Ring Central, JAMF Pro, Active Directory, Citrix, Laps Password, One Password, Okta, Namely, Slack, Teams, One Drive, Notion, Intune, Service Now, Webex, Adobe Cloud, Skype for Business, Adobe Connect, Bomgar, Team Viewer, Meraki, Dutchie, Azure, SCCM, dutchie, Bio track. LAN and PC Services New York, New York (August 2013-2022) Consultant IT Tech/Manager

• Rolled out a new platform (Casper Suite) for NY and UK offices.

• Organized and developed the company’s helpdesk ticketing system using Fresh Desk/Fresh Service.

• Supported 300+ users in a major corporation with offices worldwide.

• Communicated with end users onsite and remotely, using Bomgar rep console.

• Headed project to upgrade existing machines to Windows 7 Professional.

• Deployed and maintained inventory of loaner laptops and mobile devices (OS and Android).

• Diagnosed, troubleshooted, and resolved a range of software, hardware, and connectivity issues.

• Assisted with installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.

• Maintained asset management records of workstation hardware and related peripherals.

• Technologies used: Office 2010, 2011, Office 365, OSX Server, Fresh Desk/Fresh Service, Citrix, Laps Password, One Password, Okta, Teams, Blue Jeans, One Drive, Notion, Intune, Service Now, Webex, Adobe Cloud, Skype for Business, Adobe Connect, Bomgar, Team Viewer, VMware and Intune. Apple Inc., White Plains, New York (February 2008 – August 2013) Genius/Mentor

• Educated team members about products.

• Diagnosed and documented all services performed.

• Worked alongside the Genius Bar team to resolve customer hardware and software issues, consistently handling over 200 appointments daily.

• Completed repairs accurately within a 12–24-hour turnaround time.

• Technologies used: Mac OS, iOS, OSX Server.

Consultant Roles

Citigroup / Peak System, New York, New York (June 2006 – January 2008)

• Rolled over and changed Bloomberg terminals peripherals and platform.

• Worked on Windows 2000 workstations and Sun UNIX boxes, including hardware configurations and managing network connectivity.

• Technologies used: Bloomberg Terminal.

Global Resources (Insight and CHASE Bank), New York, New York (June 2006 – January 2008)

• Upgraded software for the Chase Bank of New York.

• Set up Platform and Teller computers for Rollover.

• Changed and deployed Magtek pin pads, Swipe card, and Panini scanners. NYCDOE/ Dell Inc. /BLUE CURRENT, New York, New York (September 2005 – September 2008)

• Provided service to the Board of Education as an “On Site Technician.”

• Ensured the availability of wireless networks throughout the New York City school systems.

• Incorporated computers, workstations, and laptops with different operating systems, including Windows XP, Linux, Mac Apple OS-X.

• Installed, configured, troubleshooted, and networked peripherals such as printers, servers, routers, and wireless routers.

• Supported anywhere from 10 to 100+ laptops/desktops for rollout to various departments with the Department of Education.

Precious Cargo, New York, New York (June 2004 – September 2008)

• Provided moving service to antique dealers and residential owners throughout the USA.

• Built and repaired furniture, steel gates, computers, and other electronic devices. RANDSTAD Work Solutions, New York, New York (February 2004 – April 2004)

• Maintained Firewall, transferring location for system upgrade. Knowledge of MS DOS commands.

• Troubleshooted via the web and phone.

• Supported sound checks of all forms of communication for the company (email, speakers, microphones, telephones, and broadcasting).

• Maintained connection through MS Outlook and Blackberry phone.

• Broadcasted support via the Internet–established connection through the company website

(Adamharkness.org).

• Maintained a connection between New York, Boston, and Los Angeles via video conferencing, phones, and landlines.

Certifications

• Apple Certified Technician Hardware / Software PROMETRIC ID: USASYU10

• Microsoft Certified: Azure AI Fundamentals

Education

Katharine Gibbs School

Associate in applied office science, Computer Technical (December 2004)

• Focused on computer technical skills, including hardware and software troubleshooting, network management, and office technology applications.

• Gained hands-on experience with various operating systems and office software suites. SUNY Delhi

Associate in applied science, Computer Information Systems (May 2003)

• Studied computer information systems with an emphasis on programming, database management, and systems analysis.

• Developed a strong foundation in computer science principles and practical IT skills.

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