Objective: To obtain an Executive C-Level technical Desktop Engineer position with a company that offers room for advancement based on experience, merit and educational attainment.
Technical Skills Summary:
Specializing in Executive C-Level Hands-On Desktop Support. Computer technical emphasis on supporting of all Windows OS, Macintosh OSX and, Microsoft Office applications. Access ODBC Configuration and support, Lotus Notes Administration, support, and training. Dell Desktop & Laptop Certified, HP Laptop Certified, Mac OSX 10.4 Certified. Microsoft Active Directory User Management and Policy Editor. Support of MS Exchange, Outlook, Lotus Notes. Cisco IP Call Manager support & configuration. Support and Configure a wide range of mobile devices, including IPhones, IPads, Androids, Blackberries, Windows Mobile Devices, and Broadband aircards/Hot Spot Devices. Remote Access Software implementation, training, configuration, and setup (Bomgar, LANDesk, Laplink, PC Anywhere). Other software application support and configuration include Ghost, Adobe Creative Suite CS5. AS/400 support & configuration. Experience in user support tracking software Heat, Footprints, Vantive, Dell Kace, and Remedy.
OS Systems Technical Knowledge:
: All Windows OS Support & Configuration
: Macintosh OSX Mountain Lion Support & Configuration
: Windows NT Server & Workstation
: Microsoft Outlook / Exchange Support & Configuration
: Dell Kace Support & Configuration
: Executive AV Support Configuration
: Mac OSX
: Blackberry Administration, Support & Configuration
: iPad/iPhone Configuration Support & Administration
: LANDesk/Bomgar Remote Support Software
: Apple Configurator Support &iDevice Deployment MDM Solutions, Mobile Iron
Professional Work Experience:
CEB - Corporate Executive Board
September 2014 – Present
Executive Support Specialist
Executive Support: Serve as primary contact and direct support liaison for our client’s Executive team and their assistants, including but not limited to:
Provide technical support to executive team members and their Executive Assistants for all desktop, laptop, and mobile devices; troubleshoot and resolve technical, connectivity, and other technology issues quickly and efficiently
Provide personal, 24/7 global technical support to all executives who are traveling internationally
Provide advanced troubleshooting for operating systems, network connectivity, standard applications and proprietary applications in order to resolve executive technology issues
Develop and implement maintenance plans to reduce technology issues for the executive population
Identify and introduce new technologies to executives that will enhance their productivity; provide training on new features and capabilities
Develop and implement coverage plans to provide executive support when the Liaison is out of office
Global Service Desk: While Executive support needs are the first and primary responsibility of the role, when not providing support to executives or their EAs, the Liaison will also provide support to other employees of the company via the normal assistance channels, including but not limited to:
As requested, coach and train more junior Global Service Desk staff members on best practices in support and service
Meet or exceed company metrics and standards in the areas of communication, ticket management protocols, and related areas
Complete and maintain all appropriate documentation associated with Help Desk support work
Judge Group – Constellation an Exelon Company
November 2013 – Present
Executive Leadership Team (ELT) Executive Support Engineer
< Responsible for C-Level Desktop Support
< Responsible for All AV Setups/Presentations Point to Point and Bridge Video Conference setups.
< HP House, Responsible for Laptop and Desktop Setup & Configuration
< Responsible for mobile devices setup and configuration using Maas360 and Touchdown MDM Solutions.
< Windows Server system administration using Active Directory
< Cisco VPN setup, and Remote Desktop support & configuration
< Fast paced Energy trading floor environment system support
< Cisco IP Phone, support & Configuration
< Macintosh OSX 10.7 laptop configuration setup and support.
Neovera (IT Solutions) (Client – ProFunds/ProShares Alternative ETF’s 280 Billion Dollars in Assets)
January 2013 – November 2013
< Windows 7, Office 2K10 Migration
< Responsible for Windows 7 Office 2K10 Migration, 200+ Users.
< Monitoring, tracking tickets, software deployment equipment inventory using DellKace K1/K2 system
< Apple Configurator Support & Deployment configuration for IOS iDevices, MDM Solutions.
< Microsoft Exchange using Microsoft Outlook and Postini
< Windows Server system administration using Active Directory, deploying applications and antivirus solutions, printer configuration, remote desktop
< Operating system installs and imaging multiple computers with Symantec Ghost
< Fast paced trading environment system support
Clear Channel Communications
June 2012 – November 2012
Executive Support Engineer
< To provide a full, flexible, and trouble free computer platform for CCIT and Corporate headquarters C-Level staff.
< Responsible for Direct support of all NY Executive Assistants, helping to resolve any issues; not only computer related.
< Assist staff with the installation, configuration and ongoing usability of desktop computers,
peripheral equipment, software, IP telephony solutions, and Audio Visual equipment..
< Provide on-site support for computer hardware, software, and operating systems.
< Analyzes, evaluates and modifies existing or proposed systems and related devices ensuring user productivity.
< Service is routinely measured by high customer satisfaction and high first contact
Penton Business Media Inc.
July 2008 – June 2012
Executive Helpdesk/Desktop Technical Support
< Directly responsible for Executive On-Hands Support to the CEO, and 6 other Direct Reports to the CEO in the New York Office.
< Responsible for direct support of all NY Executive Assistants, helping to resolve any issues; not only computer related.
< Installation of (4)55’ Flat Screen TV’s with PC Configuration and setup for various Executive presentations, and Video Conferencing.
< Support and Configure a wide range of mobile devices, including Iphones, Ipads, Androids, Blackberries, Windows Mobile Devices, andBroadband aircards.
< Supplied excellent customer service minimizing user downtime and increasing efficiency over a variety of platforms.
< Responsible for sending out Technical documentation to users in the NY office to keep them informed of technical changes and upgrades.
< Accepting calls via ACD phone system, logging user tickets, and research of opened tickets until closure.
< Responsible for support for Meeting Setups, Video Conferencing, and Presentations preformed by internal employees, and Outside Vendors.
< Provide all levels of Direct Deskside support to over 140 users in the New York office. Duties include all break/fix hardware issues software trouble shooting, including Windows and Macintosh platforms, servers and printers.
< Traveled to various Penton Offices performing computer support, migrations, hardware upgrades, server upgrades, and providing support after completed.
< Troubleshot issues on the server 2008 and 2003 involving issues relating to DNS problems, issues with printer compatibility and drivers, and group policies.
< Responsible for Network Connectivity, locating, connecting, or disconnecting network jacks to and from the switch, and servers.
< Handling of all NY IT Inventory new hires, and termed employees equipment setup and removal.
Lifetime Television for Women
October 2005 – November 2007
Desktop / Executive Helpdesk Support Analyst / Telecom Administrator
< 3rd level support, logging 250 incidents per week using (Heat tracking system)
< Directly responsible for deployment, configuration, and support off all Blackberry/PDA devices
< PC Deployment, Ghost imaging, and maintaining workstations, laptops, printers
< Maintain Blackberry Enterprise Server 4.1 Add/Remove/Delete, Creating Policies
< Windows XP / MAC OSX 10 Systems Support.
< Microsoft Office Suite 2003/2007 Support
< Resolve hardware and software problems for users (standard and non-standard) hardware/software applications
< Responsible for the setup and support of Executive Video Conferencing
< Support of Gabriel & ScheduALL (Television proprietary applications)
Seagull Software/Inocorp Corporation
March 2000 – July 2001
Customer Software Applications Support Representative
< Telephone call center Help Desk/Desktop Technical support
< Applications support (JWALK/GUI 400)
< AS400 Technical Support
< Customer service Handling Question concerning Development & Design Process, approximately 35 calls daily
< Call Tracking & Support Routing (Vantive)
Crawford & Company
January 1997 – February 2000
Network Administrator / Lotus Notes Administrator / Desk-Side Technical Support Analyst
< 4th level Desktop Systems Administrator
< 24/hr support On-Call (cellular phone/pager)
< Lotus Notes Administrator; Certified Lotus R4
< AS/400 setup, configuration and support
< Extra Personal Client AS/400 configuration
< PC/Laptop/Desktop setup & configuration
< Handling of all Desktops, Laptops, and Printers deployment & inventory control
< Project Management & implementation of MS Exchange email to Lotus Notes R4)
Self Employment Contract
YCC-Consulting & Web Design March 1995 – Present
Internet web site development for personal and business use. Desktop Publishing of articles for magazines, newspapers, and Internet marketing & advertisement. Windows 7, MacOSXconfiguration, installation and troubleshooting. Responsible for building and supporting of custom PC’s, hardware & software upgrades, installations, and virus removal.
Oglethorpe University Technical Education July 1998 – Sept 2000
< Supporting Windows NT 4.0 Core Technologies - Core Fast Track Courses
Windows NT 4.0 Network Administration
Completed 4 technical courses to prepare for Microsoft MCSE Certification exams.
Ohio State University September 1984 - January 1987
< Major: Business Management, Computer Science
American Hi-Tech November 1990 – July 1991
< Micro Computer Technology – Certification
Computer Certifications: (ITIL, Windows 10 Certificate, Dell Desktop & Laptop Certified, HP Laptop Certified, Mac OSX 10.4 Certified, Lotus Notes R4 Administration & Support, NT Server/ Workstation 4.0, Windows TCPIP, Network Essentials.
< Completed course in Mac OSX Support Essentials v10.4, Help Desk Analyst Certification HDI
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