Nelson Monosiet
Revere,MA
Summary
Dynamic Desktop Support professional with extensive experience. Excelling in technical troubleshooting and user satisfaction. Proven ability to enhance operational efficiency through effective incident management and collaboration. Skilled in ServiceNow and Microsoft 365, demonstrating strong attention to detail and exceptional communication skills to resolve complex issues swiftly. Skilled in recovering outdated hardware, troubleshooting, updating systems, installment of docking stations, and more.
Certifications: CPR Certification February 2022, IT Essentials certification
January 2022, Dell client foundations certification 2021,CCNAv7 April 2023, Introduction to networks certification January, 2023.
Overview
2
2
years of professional experience
Work History
Desk Top Support
Medix
Boston, MA
01.2025 - Current
- Reimaged PCs and laptops to align with company domain.
- Deployed desktop hardware including AIO, printers, HID card printers, zebras printers and more
- Installed diverse software solutions for user PC and laptop teams,imprivata Global protect, and more
- Working closely with various I.T teams to resolve users INC's, Task
- Utilized ServiceNow for effective management of incidents and service tasks.
- Leveraged Outlook and Excel spreadsheets for effective project coordination.
- Utilized SCM for remote access to troubleshoot WFH problems.
- Enhanced problem-solving by engaging with users and team during tech-related incidents.
- Performed deployment and recovery of desktop hardware.
- Creating network configuration sheets for hardware network installations by locating jack numbers, switch ports, MAC addresses, and IP addresses.
- Excelled in both independent and team-based tasks.
- Demonstrated aptitude for rapid learning and adaptation to dynamic environments.
Desktop Support
Apex Systems
Boston, MA
07.2023 - 11.2024
- Installing epic devices for all staff members including dell 24-inch monitors, BCA printers, bar code scanners and zebra label printers Fujitsu Scanners
- Coordinated with team to implement epic updates and distribute tickets to I.T teams.
- Executed ticket creation and resolution through ServiceNow by engaging with users on the phone.
- Re imaging laptops and windows Pc's from driver to re upload device on company domain
- Oversaw departmental hardware replacement projects with a dedicated team.
- Conducted inventory and quality assurance to determine precise hardware requirements for departments.
Desktop Analyst
Wellington Management
Boston, MA
01.2023 - 07.2023
- Evaluated end-user feedback regularly to identify areas for improvement, and implemented changes accordingly.
- Reduced downtime by providing timely technical support to end-users via phone, email, and remote access tools.
- Enhanced user satisfaction by troubleshooting and resolving desktop-related issues swiftly and accurately.
- Installing WD 19's docking stations at workstations to create agile seating for users
- Recovered outdated hardware to facilitate deployment of updated monitors, PCs, webcams, keyboards, and mice.
- Utilized ServiceNow for efficient ticket creation and closure.
- Utilized Active Directory, Microsoft Intune, and Entra for efficient asset management and password resets.
- Installed applications via App Store, websites, admin, drivers for user access.
Education
Information Technology
Year Up Program Roxbury Community College
Roxbury, MA07.2023
High School Diploma -
Malden High School
Malden, MA06.2022
Skills
- Technical software skills
- Professional Communication and collaboration skills
- Customer service skills
- Attention to detail
- Computer skills
- Organizational skills
- Knowledgeable on ServiceNow,Extensive expirence with Microsoft 365 and its additional business applications
- Troubleshooting
- Operating systems
- Network technology
Languages
Haitian Creole
Professional Working
French
Limited Working
Timeline
Desk Top Support
Medix
01.2025 - Current
Desktop Support
Apex Systems
07.2023 - 11.2024
Desktop Analyst
Wellington Management
01.2023 - 07.2023
Information Technology
Year Up Program Roxbury Community College
High School Diploma -
Malden High School