Alexander Figueroa
Desktop Support Engineer
Bridgewater,NJ
Summary
Desktop support engineer with well-rounded background implementing new technological solutions and improvements. Dedicated to achieving ideal results by identifying project goals, troubleshooting problems, and recommending hardware and software solutions. Comfortable simplifying complex topics and processes to make technical interactions less intimidating for users. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals and a passion for continuous learning.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
Work History
Client Support Engineer (40hrs/week)
Macquarie Group
8 2022 - Current
- Worked directly on call 24/7 to support Macquarie Capital Americas CEO in the office and at personal residences with all technology needs
- Direct support for other Macquarie Capital VIPs in New York office and their executive assistants during and outside office hours
- Provided bi-weekly on-call weekend support to c-level executives in the Americas region
- Provided end user support to over 1000 users in the New York office both locally and remotely as well as guests and users visiting from other offices
- Delivered exceptionally high level of professionalism and support to each user, upholding company's commitment to service.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Answered chats and emails while in office to assist local and remote users with troubleshooting, bug fixes and configuration issues.
- Used remote diagnostic tools to identify sources of certain user issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Oversaw permanent or temporary issuance of equipment and collection of equipment from exited employees
- Maintained inventory and asset tagging of all mobile equipment (laptops, cell phones, and mobile hotspots)
- Handled ordering of mobile devices via vendors and issuance to users
- Enrolled and configured mobile devices via AirWatch
- Imaged all laptops for new users as well as arranging upgrade and disposal of all end of life devices
- Coordinated all on-site repairs of mobile equipment with third-party vendors and shipping/receiving of off-site repairs
- Responsible for technology onboarding of all new hires in New York office
Desktop/Mobile Technology Analyst (40hrs/week)
Bloomberg, LP
07.2017 - 07.2022
- Solely responsible for all technology and AV needs of three global business heads and their support personnel at the Princeton campus during and outside business hours
- Maintained all technology assets for Princeton business heads and executive assistants as well as maintained their individual conference rooms and specific AV needs per room
- Worked to support global heads 24/7 and coordinated with global counterparts to account for any technology issues or requests that arose during travel outside the US
- Supported 1500 users at the Bloomberg Princeton campus primarily and 350 users between two data centers in Dayton, NJ and Piscataway, NJ
- Provided in-office day to day support of end users and visiting users from other campuses and external vendors along with two other analysts
- Directly responsible for onboarding and training of new technicians in Princeton
- Maintained computer systems and acted as support if any system went down
- Built, imaged, and configured desktops as part of on-going End of Life (EOL) cycle upgrades
- Handled installation of software packages as needed via SCCM on target machines and laptops
- Provided A/V support for all internal and external events held on site as well as all A/V support in conference rooms for the Princeton campus
- Network cabling installation along with port configuration and management
- Responsible for IP reservations of newly networked equipment throughout both offices including desktops, printers, A/V equipment, and security cameras via Solarwinds Orion
- Primary mobile technology specialist for NJ offices
- Prepared documentation and training for North American non-mobile team reps on mobile technology
- Maintained inventory and asset tagging of all mobile equipment (laptops, cell phones, and mobile hotspots)
- Handled all mobile equipment setup and activation (as applicable)
- Oversaw permanent or temporary issuance of equipment and collection of equipment from exited employees
- Preparation of EOL devices and imaging/configuration of replacement devices along with facilitating swap
- Maintained inventory of secure storage drives for issuance across NJ sites in addition to Data Loss Prevention training
- Responsible for coordinating inventory reduction with asset management
- Coordinated all on-site repairs of mobile equipment with third-party vendors and shipping/receiving of off-site repairs
- Scrum Master for North America
- Coached team members to ensure they were well trained and understood the Agile process
- Hosted stand-up meetings for team members to assess/drive progress during sprints
- Responsible for mitigating any distractions or roadblocks identified during daily stand-up meetings to keep team on task and working with other teams and managers to keep team focused on current sprint
- Worked with Product Owner to maintain and refine existing product backlog
- Provided team with all the equipment, software, or access they needed to accomplish goals within sprint
Help Desk Analyst (40hrs/week)
Lakeland Bank
03.2016 - 07.2017
- In-office day to day support of users and remote support of branch offices in addition to sole responsibility for mobile equipment introduced to the environment and all training pertaining to said equipment
- Responsible for training of new hires on the help desk
- Setup and support of workstations for users as needed
- Developed documentation to standardize help desk procedures and best practices
- Oversaw transition to Good software on all bank owned mobile phones
- Handled creation of documentation and imaging of all bank owned laptops
- Point person for all mobile device issues and issuance of new devices to bank board of directors
- Managed ordering of all equipment for corporate offices and all branch offices from external vendors and business accounts
Family Room Specialist (40hrs/week)
Apple
06.2013 - 09.2014
- Worked as part of a team on all Apple mobile technology and functioned as sales support when needed
- Multi-tasked by taking several mobile appointments at a time, all in a timely manner, for all Apple products
- Quickly and effectively diagnosed product issues on the spot
- Repaired hardware and software repairs of iOS and MacOS devices
- Educated team members on new products, software, and emerging issues
- Acted as sales support as needed and sold equipment through mobile appointments as necessary
- Lead team through critical high-volume periods of the day
Education
Bachelor of Science - Computer Networks & Cybersecurity
University of Maryland University College
Adelphi, MD 08.2014 - 07.2017
Associate of Science - Computer Science
Baton Rouge Community College
Baton Rouge, LA 01.2013 - 08.2014
Skills
Excellent Communication
Agile Methodology
Planning and Coordination
Leadership
Project Management
Certification
MTA: Windows OS Fundamentals
Software Skills
Operating Systems: MacOS (all versions since Tiger), Windows XP, Vista, 7, 8, 10
Software: MS Office 2013, 2016, 365, Active Directory, SCCM, CyberArk, 2nd nature, Radmin, Orion, Goat, LAPS, Zoom, Parallels, SnagIT, MS Teams, MS Remote Assistance, Airwatch
Financial Software: Bloomberg
Timeline
Certified Scrum Master – Scrum Alliance
12-2021
MTC: Microsoft 365 Fundamentals
03-2021
MTA: Windows Server Administration Fundamentals
12-2020
MTA: Mobility Device Fundamentals
11-2020
CompTIA A+
08-2020
MTA: Windows OS Fundamentals
06-2020
Desktop/Mobile Technology Analyst (40hrs/week)
Bloomberg, LP
07.2017 - 07.2022
Help Desk Analyst (40hrs/week)
Lakeland Bank
03.2016 - 07.2017
Bachelor of Science - Computer Networks & Cybersecurity
University of Maryland University College
08.2014 - 07.2017
Family Room Specialist (40hrs/week)
Apple
06.2013 - 09.2014
Associate of Science - Computer Science
Baton Rouge Community College
01.2013 - 08.2014
Client Support Engineer (40hrs/week)
Macquarie Group
8 2022 - Current