Summary
Overview
Work History
Education
Skills
Timeline
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JAMES YOUNG

JAMES YOUNG

Desktop Engineer, IT Manager, System Administrator
Staten Island,NY

Summary

System Administrator/Senior Technical Support Professional Accomplish Senior Technical Support Professional with 15+ year experience in Computer Operations, Technical and Help Desk Support 10 years of progressive computer/network operations experience in small to large corporation computer environment including PC and Mac servers. 15 years providing Help Desk support to thousands of users, earning a solid reputation for productivity, complex problem resolution and professionalism Excellent communication and diagnostic skills. Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

21
21
years of professional experience
1
1
year of post-secondary education

Work History

Enterprise Support Desktop Engineer

Medidata Solutions
New York, NY
01.2021 - Current
  • As an Enterprise Support Desktop Engineer will be versed in both PC’s and Mac’s assist corporate end-users in global offices and remote locations
  • Key Contributions: Assist in developing strategies for Mac’s and PC’s imaging and provisioning solutions
  • Assist in supporting Okta within the company
  • Develop and update processes and procedures related to desktop management and administration in accordance with ITIL standards and best practices
  • Interact with numerous computer platforms in a multi-layered client server environment
  • Currently I’m in a project of converting our Mac images from LANDESK to JAMF.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Collaborated with team members to achieve target results.
  • Received and processed stock into inventory management system.
  • Developed and maintained courteous and effective working relationships.
  • Removed malware, ransomware and other threats from laptops and desktop systems.

Assistant System Administrator

Globetax
New York, NY
05.2018 - 12.2020
  • The Assistant Systems Administrator is responsible for supporting, maintaining and upgrading of the hardware and software of servers and desktops
  • The Assistant will apply the necessary technical expertise to adequately sustain and implement servers and desktops
  • Key Contributions: Led A/V Support for all web conferencing and troubleshooting within all conference room
  • Maintaining some Hyper-V images
  • Level 1/2/3 support for Mac and PC support
  • Maintained and installed Windows and Citrix updates, patches, and upgrades.
  • Created patches and solutions to fix bugs in existing applications.
  • Oversaw IT activities to laptops, tablets and PDAs for corporate users.
  • Mentored employees and offered constructive feedback for performance improvement.
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.

System Administrator

SET Creative
New York, NY
03.2017 - 05.2018
  • Providing high quality support to SET Creative staff in the office, in areas such as: Mac/OS X, Windows workstations and servers, printers, basic networking issues, internal web applications and mobile devices
  • Onboarding new hires with provisioning of computers and new accounts
  • Image creation for Mac OS 10.11 and 10.12
  • Supporting Windows 2016 server in an Active Directory environment
  • Also supporting File management, DHCP, DNS, Asset inventory control
  • Key Contributions: Successfully met inventory control needs across the enterprise
  • Mac images and software packages
  • Level 1/2/3 support for Mac and PC support
  • Implementing Acronis Access Connect to resolve the file sharing permission issues between Mac workstations to
  • Windows server volumes.
  • Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Created patches and solutions to fix bugs in existing applications.
  • Managed onboarding and offboarding of employees.
  • Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
  • Configured and tested Windows Server operating systems with roles features.

Help Desk Administrator

Tremor Video
New York, NY
03.2014 - 09.2016
  • Orchestrated service delivery for headquarters and remotely for U.S., U.K
  • And Singapore of 300 staff worldwide
  • Resolved desktop and application issues; lead for new hire provisioning
  • Provided critical technical interface for security management, monitoring and troubleshooting in Mac and PC environments
  • Gathered/evaluated customer requirements; collaborated with key end users, management, and corporate IT
  • Key Contributions: Led A/V Support for all web conferencing and troubleshooting within all conference rooms
  • Successfully met inventory control needs across the enterprise
  • Created PC and Mac images and software packages for both platforms
  • Creating VM machines for the Q & A department
  • Patching and maintaining Windows 2008 and Windows 2012 servers.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Recruited, trained and supported help desk technicians and representatives.

Senior Technical Analyst

FCB Global
New York, NY
10.2001 - 02.2014
  • Provided technical leadership for systems, servers, network, workstations and applications for 1,200 users in multiple U.S
  • Locations
  • Implemented projects, lead/coordinated/guided outside consulting teams in new technologies and system upgrades, and supervised Helpdesk team
  • Built, configured, and maintained
  • Windows servers, including file and print servers, application servers, and domain controllers; supported desktop environment for Windows XP/7 and Macintosh
  • Oversaw daily backup routine with CommVault backup software
  • Deployment Troubleshot network, VPN, and Broadband connectivity issues; performed load balancing to optimize performance
  • Oversaw two Jr
  • Technical Analysts
  • Key Contributions: Designed and implemented hot backup site; developed, documented and tested disaster recovery plan; set up backup recovery site at a datacenter
  • Created/applied managed file security access to network using Active Directory structure
  • Managed successful system migrations from Windows XP to 7; Windows Server 2003 to 2008
  • Maintained and installed Windows and Citrix updates, patches, and upgrades.
  • Supported technology design, testing and execution by providing research-based product and process knowledge.
  • Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.

Education

AS - Office Technology

Berkeley College
06.1990 - 07.1991

Axelos ITIL 4 foundation certification Certificated Number: BR671286346JY Microsoft Certified Professional: MC ID: 32055210 - undefined

Skills

Technologiesundefined

Timeline

Enterprise Support Desktop Engineer

Medidata Solutions
01.2021 - Current

Assistant System Administrator

Globetax
05.2018 - 12.2020

System Administrator

SET Creative
03.2017 - 05.2018

Help Desk Administrator

Tremor Video
03.2014 - 09.2016

Senior Technical Analyst

FCB Global
10.2001 - 02.2014

AS - Office Technology

Berkeley College
06.1990 - 07.1991

Axelos ITIL 4 foundation certification Certificated Number: BR671286346JY Microsoft Certified Professional: MC ID: 32055210 - undefined

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JAMES YOUNGDesktop Engineer, IT Manager, System Administrator