Emil Agarunov
Manalapan,NJ
Summary
Experienced and highly skilled Desktop Support Specialist with 25 years of delivering agile and responsive technical support in high-pressure emergency and asylum program environments. Proven ability to lead support operations, manage escalations, and oversee end-to-end ticket resolution across remote, on-site, and call center settings. Expert in configuring and deploying user workstations, hardware, software, and access rights within multi-server infrastructures. Adept at troubleshooting complex issues involving networks, mobile devices, virtualization, and cloud technologies while maintaining system security and data integrity. Known for meticulous attention to detail, strong problem-solving abilities, and a commitment to service excellence in mission-critical operations.
Overview
27
27
years of professional experience
1
1
Certification
Work History
DESKTOP SUPPORT SPECIALIST – EMERGENCY OPERATION ASYLUM PROGRAM SUPPORT
OTI-NYC via Mastech
08.2023 - 08.2025
- Maintained full operational readiness of multiple sites by monitoring hardware/software status and performing proactive system checks.
- Provided day-one and day-two technical support to local staff, ensuring seamless onboarding and continuous productivity.
- Installed, configured, and supported desktops, laptops, printers, scanners, tablets, iPads, Verizon Gateways, CradlePoint Routers, and other end-user devices across MacOS, Windows, and iOS environments.
- Deployed and configured applications, documented technical requirements, and created site-specific support guides with full accountability.
- Diagnosed and resolved complex application and system issues, executed triage for break/fix incidents, and minimized downtime through efficient incident management and OS updates.
DESKTOP SUPPORT SPECIALISTS
Novartis-Sandoz Pharmaceuticals via Wipro
06.2014 - 05.2023
- Delivered end-user technical support across cross-functional departments, troubleshooting hardware/software issues within SLA to ensure minimal downtime and maximum service quality.
- Managed 1,200+ users (750 on-site, 500 remote) via ServiceNow ticketing system, phone, remote tools, and face-to-face support, resolving incidents efficiently with strong root cause analysis.
- Performed system imaging, upgrades, refreshes, and repairs in a Windows Active Directory/SCCM environment, supporting HP and Lenovo devices to optimize system performance and lifecycle.
- Administered user account setups, permissions, workstation builds, and conducted end-user training, improving onboarding efficiency and enhancing user productivity.
- Maintained high service continuity during the COVID-19 pandemic, executing proactive maintenance, asset management, and backup solutions to support business operations without disruption.
PROJECT CONSULTANT / INTEGRATED WINDOWS (IWIN) SUPPORT / DELIVERY MANAGER
Morgan Stanley
06.2010 - 05.2014
- Delivered Tier 1 and Tier 2 desktop support to 1,000+ end-users, resolving MS Office 2010, Windows 7, IE8, connectivity, and peripheral issues while escalating complex cases effectively.
- Led application deployment initiatives across the MS Windows 7 network using internal software, troubleshooting bugs and ensuring seamless rollout of critical tools and system updates.
- Optimized ticket resolution efficiency by managing the IT Server Manager system, prioritizing workload, and significantly reducing backlog to improve service levels.
- Coordinated end-to-end hardware replacement projects across multiple branch locations in collaboration with HP field technicians, ensuring minimal downtime and adherence to project timelines.
- Oversaw and documented large-scale software deployments to 10,000+ desktops for the Tivoli Group, maintaining accuracy, compliance, and high end-user satisfaction through proactive delivery management.
DESKTOP SUPPORT - APPLICATION PACKAGING & DEPLOYMENT
Neuberger Berman
02.2010 - 05.2010
- Packaged and deployed high-priority trade floor applications, ensuring seamless functionality in a fast-paced financial environment.
- Repackaged legacy desktop and server software inherited from Lehman Brothers to improve compatibility, performance, and maintainability.
- Created MSI installers and virtual application packages (App-V / ThinApp, etc.) in alignment with enterprise deployment standards.
- Designed and configured a secure, isolated testing environment for developers and product owners to validate application performance and stability.
- Collaborated with cross-functional teams to streamline packaging workflows, reduce deployment issues, and enhance overall desktop support efficiency.
SUPPORT ENGINEER – SOFTWARE DISTRIBUTION / COMMAND CENTER TEAM
TD Bank
11.2008 - 11.2009
- Collaborated cross-functionally with technical teams to plan, coordinate, and execute complex deployment initiatives for enterprise end-users.
- Served as a subject matter expert in configuring application servers, network peripherals, and related infrastructure to ensure seamless software distribution.
- Supported large-scale migration efforts, contributing to the successful conversion of 600+ legacy Commerce and TD Bank branch locations to standardized hardware and software platforms.
- Ensured timely delivery of deployment projects by monitoring progress, troubleshooting issues, and aligning resources across command center and field teams.
- Optimized deployment workflows and system configurations to improve reliability, reduce downtime, and enhance overall end-user experience.
DESKTOP SUPPORT TEAM – TIER III
The Bank of New York Mellon
09.1998 - 10.2008
- Led Tier III desktop support efforts during post-9/11 disaster recovery, overseeing large-scale Microsoft patch testing, system restoration, hardware deployments, and advanced technical troubleshooting.
- Directed configuration and optimization of complex systems and trading floor software for 350+ high-priority end users in a fast-paced, mission-critical financial environment.
- Administered and maintained 70 enterprise servers supporting 20,000+ workstations, ensuring high availability, stability, and performance across the infrastructure.
- Utilized NDPS to configure, deploy, and manage 1,000+ network printers, improving print service reliability and reducing support escalations.
- Provided Tier III escalation support, diagnosing and resolving advanced system, network, and application issues while mentoring Tier I/II technicians and improving team efficiency.
Education
Associate of Science - Network Engineering & Data Communication
Chubb Institute
New York City, NYSkills
- Communication
- Problem-solving
- Team collaboration
- Prioritization & multitasking
- Confidentiality & professionalism
- TCP/IP, LAN
- Virtualization & packaging tools
- Active Directory, Intine, MECM
- O365, Teams, ServiceNow, Bloomberg
- Windows/macOS/iOS/Android support
- Technical support expertise
Accomplishments
- Personally commended by clients and received multiple support awards for outstanding quality of customer service.
- Effectively completed multiple time-sensitive projects, not limited to roll-out of PCs during the post 9/11 disaster.
- Sustained continuous support for end-users during the challenging global COVID-19 pandemic period.
- Champion of new concepts, ideas and improvements, including implementation of new changes in IT environment.
Certification
- Microsoft Certified Professional (MCP)
- CompTIA – A+ Certification
Timeline
DESKTOP SUPPORT SPECIALIST – EMERGENCY OPERATION ASYLUM PROGRAM SUPPORT
OTI-NYC via Mastech
08.2023 - 08.2025
DESKTOP SUPPORT SPECIALISTS
Novartis-Sandoz Pharmaceuticals via Wipro
06.2014 - 05.2023
PROJECT CONSULTANT / INTEGRATED WINDOWS (IWIN) SUPPORT / DELIVERY MANAGER
Morgan Stanley
06.2010 - 05.2014
DESKTOP SUPPORT - APPLICATION PACKAGING & DEPLOYMENT
Neuberger Berman
02.2010 - 05.2010
SUPPORT ENGINEER – SOFTWARE DISTRIBUTION / COMMAND CENTER TEAM
TD Bank
11.2008 - 11.2009
DESKTOP SUPPORT TEAM – TIER III
The Bank of New York Mellon
09.1998 - 10.2008
Associate of Science - Network Engineering & Data Communication
Chubb Institute