Harold Desmond
Washington,DC
Summary
Seasoned IT professional with a proven track record at IBM, adept in technical support and project management. Excels in delivering VIP support and user training, enhancing system performance and user satisfaction. Demonstrates exceptional problem-solving abilities and communication skills, ensuring seamless IT operations and a secure, efficient workplace environment. Skilled Desktop Support Engineer with experience in providing comprehensive technical support for end-users. Strengths lie in troubleshooting hardware, software, and networking issues, as well as training users on new technologies. Known for improving system performance, enhancing productivity via system optimization and fostering positive user experiences.
Overview
25
25
years of professional experience
Work History
VIP Desktop Support
US HOUSE OF REPRESENTATIVES
Washington, DC
01.2024 - Current
- Deliver technical support to high-level staff and VIPs, ensuring that desktops, laptops, and other devices run smoothly
- Troubleshoot and resolve hardware, software, and networking issues, offering timely and efficient solutions to minimize downtime
- Utilize clear communication to gather information from users and share issue resolution steps
- Maintain security protocols, install software, and manage system configurations to meet specific needs of VIPs
- Set up technology for meetings, presentations, and other special events, ensuring seamless operation of technology during critical sessions
- Supported organization’s security practices to ensure system and data protection while monitoring hardware/software/peripherals and adhering to IT asset management practices
Senior Desktop VIP Support
FINRA
Washington, DC
01.2022 - 01.2024
- Led desktop VIP and staff support at headquarters location
- Diagnosed, troubleshot, and resolves hardware, software, and client network problems, utilizing Service Now and Dynamics ticketing systems
- Set up and managed devices and permissions for on-site and remote hires
- Installed software via company portal or vendor web sites
- Gathered data about user needs to identify, predict, interpret, and evaluate system and network requirements
- Met targeted operational Service Level Agreements (SLAs) in support of organizational goals, objectives, policies, and procedures, while ensuring customer satisfaction throughout service delivery process
- Contributed to decommissioning of headquarters building for move to new hoteling space
- Completed ethernet port tracing and activation, mobile device management, and hardware/software set ups
Senior Executive Support
CLARIVATE ANALYTICS
Alexandria, VA
01.2017 - 01.2022
- Served as point of contact for executives needing remote diagnosis and resolution of technical and functional inquiries
- Leveraged Service Now ticketing system to accomplish tasks efficiently and support integration with Clarivate environment
- Investigated, diagnosed, and addressed application support issues, and documented ongoing progress on 40+ open tickets per month
- Imaged and re-imaged computers using Endpoint Manager, pushed out software with Configuration Manager, created AWS/VDI accounts for worldwide users, and completed remote device wipe/kill off as needed
- Led office closures and moves and provided onsite support for network issues while serving as Jamf Admin for Macs and Azure AD Admin for PC, providing remote support using TeamViewer and Dameware remote tools
- Created effective documentation for users and tech support teams for AWS/VDI, supported AV for regional meetings, managed eWaste, and decommissioned networking/server equipment
- Integrated acquisitions into Clarivate environment (Azure AD/VPN access/ re-image)
Senior Desktop Support Technician
IBM
Washington, DC
01.2015 - 01.2017
- Provided Tier 1/2/3 support for Thomson Reuters Corp, Westlaw, and News Bureau including satellites at White House, Capitol, and Departments of Treasury, Labor, Commerce, Justice, and State, serving 1500+ users
- Applied proven communication, analytical, and problem-solving skills to identify and resolve issues to maximize benefit of IT systems investments
- Installed and supported printers and maintained training room computers and laptops for CLEAR training
- Imaged and configured new laptops and desktops for deployment and accomplished phone support for iPhone, Android, and Blackberry devices
- Contributed to network support on Cisco routers, switches, and wireless access points
- Investigated incidents using root cause analysis to resolve issues
Senior Desktop Support Analyst
THOMSON REUTERS
Washington, DC
01.2012 - 01.2014
- Utilized multiple resources to determine causes and resolutions of technology problems and incidents
- Consistently met or exceeded performance targets and goals correlated with call handling and customer service
- Tested new software for deployment, created weekly server backups, established local software repository server, installed and configured Cisco video teleconference equipment, and provided A/V support for conferences
- Trained users in one-on-one and group sessions
- Diagnosed hardware/software faults, researched answers, and solved technical problems, guiding user through corrective steps either remotely or face to face
Desktop Support Tier 2/3
EEOC SITE LEAD
Washington, DC
01.2010 - 01.2011
- Delivered Level 2/3 technical support while serving as contact for third party contractors
- Installed COTS software
- Re-imaged desktops with Symantec Ghost
- Replaced faulty drives, created user accounts, and instructed end users
- Documented solutions, repairs, or other encounters in ticketing system
- Adapted to fresh challenges and shifting priorities with strong technical skills across various IT disciplines
- Utilized positive attitude during challenges with strong interpersonal, written, and verbal communication skills
- Instructed field technicians on troubleshooting procedures of Agency equipment
Education
Bachelor of Science - Computer Information Systems
Strayer University (3 Years)
Rockville, MD, United StatesSkills
- VIP Support
- Technical Support
- Operation Management
- User Training
- Documentation
- Remote Support
- New Software Rollouts
- IT Implementation
- Project Management
- Staff Training
- Root Cause Analysis
- Support Tools
- Customer Service
- Troubleshooting
- Issue resolution
- Communication
- Ticketing
- Imaging
- Application installations
- End user support
- Network connectivity
- Patch management
- User request coordination
- Technical support expertise
- System administration
- Advanced troubleshooting
- Service order documentation
- Ticketing system proficiency
- Hardware diagnostics
- Help desk experience
- Video conference support
- Technical support
- Issue resolution
- Troubleshooting and Diagnostics
- Incident management
- Windows operating system
- Data backup and recovery
- Printer and peripheral support
- Cloud-based software deployment
- Customer service
- Adaptability to change
- Data security
- IT security protocols
- Virtualization technologies
- IT security management
- Operating systems
- Active Directory management
- Troubleshooting and diagnosis
- Remote diagnostics
- Hardware and software upgrades
- Performance enhancement
- Mobile device management
- Remote desktop support
- Software installation
- Virus and malware removal
- Hardware installation
- Local area networking
- Asset management
- Mac OS operating system
Military Service
United States Army, Honorable Discharge
Timeline
VIP Desktop Support
US HOUSE OF REPRESENTATIVES
01.2024 - Current
Senior Desktop VIP Support
FINRA
01.2022 - 01.2024
Senior Executive Support
CLARIVATE ANALYTICS
01.2017 - 01.2022
Senior Desktop Support Technician
IBM
01.2015 - 01.2017
Senior Desktop Support Analyst
THOMSON REUTERS
01.2012 - 01.2014
Desktop Support Tier 2/3
EEOC SITE LEAD
01.2010 - 01.2011
Bachelor of Science - Computer Information Systems
Strayer University (3 Years)
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