Andrew J Moore Jr
New York,NY
Summary
Experienced IT desktop support analyst with extensive knowledge in Windows desktop support and Mac systems analysis. Certified Mac Analyst with a strong background in troubleshooting, system maintenance, and user support. Versed in both on-site and remote support provisioning. Proven ability to provide efficient and effective technical solutions and meet the needs of the staff with roles essential to the day-to-day operations of the Walt Disney Company.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Desktop Support Specialist / GMA Media Technology / Systems Engineer
ATOS IT SOLUTIONS & SERVICES Inc, GMA/GMA3
2018.08 - Current
- Check the Control Room and Broadcast Critical PCs prior to the Live Show
- Provided technical support for Windows desktop and Mac/OS systems, resolving hardware and software On-Air issues for Anchors, Executive Producers, Producers, Editors, and over 100 end-users on site
- Supporting GMA Talent and upgrading OS
- Configured iPhones and iPads to connect to Apple TV via Air Play into the Tech Director’s Video switcher for broadcasting to On-Air TV
- Rapid response and ownership of issues and requests reported by customers in person, via telephone, email, or support ticket
- Document and report on all work performed on behalf of customers
- Maintain accurate records of support requests and resolutions using a ticketing system
- Establish and maintain relationships with service providers, manufacturers, resellers, and contractors to expedite and resolve issues impacting productivity
- Acquire, stage, and deploy computers, printers, software, and peripherals
- Maintain accurate inventory and support records
- Managed inventory of IT equipment to ensure necessary tools were available when needed.
- Conducted regular maintenance and updates for Windows and Mac systems, ensuring optimal performance and security.
Desktop Support Analyst / Systems Engineer II
ATOS IT SOLUTIONS & SERVICES Inc, ABC World News Tonight
2015.10 - 2018.08
- Check the control room and Broadcast Critical PCs prior to the live show.
- Provided technical support for Windows desktop and Mac/OS systems, resolving hardware and software On-Air issues
- Provide priority response and resolution for all reported technology issues
- Assist on-air Talents, Stage Managers, Producers, Editors, and staff as needed
- Work with service providers to expedite and resolve issues impacting productivity
- Provided on-site and remote technical support to users.
- Produce verbal and written status reports with emphasis on high-profile issues
- Maintain accurate records of support requests and resolutions using a ticketing system
- Proactively monitor, assess, and address support requirements
- Deploy software and updates to desktop clients using Desktop & Server Management software
- Conduct regular maintenance and updates for Windows and Mac systems, ensuring optimal performance and security.
Senior Systems Specialist
XEROX BUSINESS SERVICES, LLC
2009.09 - 2015.10
- Provide support for On-Air, TV control room and special events for ABC News Broadcast
- Provide Technical support for ABC Television/Disney/ESPN user’s onsite and remote sites
- Install, maintain and troubleshoot desktop resources relating to MS Office suite, email, internet, etc…
- Setup, install, configure, deploy and troubleshoot Windows 7, 10, Mac OS, IOS and Android devices
- Domain Account Administrator to create and modify user logon accounts, home drives and mailboxes
- Utilize remote tools, Bomgar, Microsoft SCCM, Lync, Skype, TeamViewer, Apple Remote Desktop and Casper Remote
- Configure Cisco VPN, Backstage pass, Citrix and wireless on Windows and Mac laptops
- Work closely with team members to meet or exceed all customer service requirements
- Research, troubleshoot and resolve complex problems independently
- Contribute to the evaluation of new products and technologies as pilot tester
- Provide support and direction to field technicians in the performance of their tasks
- Deployed images to desktops and laptops using various tools
- Educated and Trained users in Microsoft applications and ABC In-House applications
- Supported and troubleshoot variety of Windows Operating system: Windows XP, Windows 7 and assisted with Windows Active Directory 2012
- Provided support to breaking News, Special Events, resolved remote calls using SMS, Net meeting.
Education
Associates - Occupational Studies Industrial Electronic Technology – Audio / Video
Technical Career Institutes
June 1995
Skills
- Technical Skills
- Operating Systems: Windows 7, Windows 10, Windows Server, macOS, Citrix Workspace
- Hardware: PC, Mac, IOS and Android hardware troubleshooting and repair
- Software: Microsoft Office Suite, Office 365 Cloud, Active Directory, Jamf Pro
- Networking: LAN/WAN, TCP/IP, DNS, DHCP, Wireless
- Helpdesk ticketing systems (i.e. ServiceNow)
- Customer Communication and Empathy
- Active Directory Management
- Group Policy management
- Remote Support: TeamViewer, Remote Desktop, Apple Remote Desktop, Bomgar, Casper Remote.
- Other: VMware, VirtualBox, Backup and Recovery Solutions
- Encryption products (i.e. Bitlocker, Apple Filevault, PGP, Credant)
Accomplishments
- Cloud computing Basics
- AWS Cloud Practitioner 2022: Cloud Economics
- Amazon Web Services Technical Alliance
- Cloud / laaS / PaaS
Certification
CCT Certified Casper Technician
Microsoft Training & Certification (Microsoft Windows Server 2003)
Timeline
Desktop Support Specialist / GMA Media Technology / Systems Engineer
ATOS IT SOLUTIONS & SERVICES Inc, GMA/GMA3
2018.08 - Current
Desktop Support Analyst / Systems Engineer II
ATOS IT SOLUTIONS & SERVICES Inc, ABC World News Tonight
2015.10 - 2018.08
Senior Systems Specialist
XEROX BUSINESS SERVICES, LLC
2009.09 - 2015.10
Associates - Occupational Studies Industrial Electronic Technology – Audio / Video
Technical Career Institutes
CCT Certified Casper Technician
Microsoft Training & Certification (Microsoft Windows Server 2003)
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