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
TechnologiesWindows Clients & ServersMac Clients & ServersMicrosoft Office 2016 and Office 365Google G-Suite administrationOkta (SSO)Active Directory/ Group PolicyVMware V-Sphere 55LANDESK (PC) & JAMF (Mac) deployment toolsAdobe Creative Cloud SuiteCitrix Xen AppTeamViewer, Apple Remote Desktop, LogMeIn – Remote desktop supportSymantec Endpoint Protection/Kaspersky Endpoint Protection/Mcafee E-Policy OrchestratorWSUSCloudberry Backup/Comvault Backup/Remedy / Freshdesk/ Web Help DeskPC & Mac Workstations, ServerSmartphone (Android, IOS)Video conferencing platforms – Google Hangouts, Zoom conference, Polycom, WebexCisco VPN and Anywhere clientCisco Meraki WirelessDell KACE softwareJiraConfluenceSaleforce
Technical issues analysis
Application support
Staff education and training
Technical documents comprehension
Mac systems
Desktop support
Interpersonal Communication
Analytical and Critical Thinking
Teamwork and Collaboration
MS Office
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