Jean Bynel Philsidor
Elmont,United States
Summary
Support engineer with 15 years of experience providing technical assistance to over 1500 users. Specializes in workstation maintenance, helpdesk ticketing management, and device deployment. Demonstrated proficiency in Windows migration, server management across multiple versions, and Active Directory. Expertise in mobile device synchronization and network hardware installation, including Ethernet cabling and setup of routers, switches, and firewalls. Resourceful Desktop Support Network Administrator adept at maintaining high productivity levels and efficiently completing tasks. Possess specialized skills in network configuration, troubleshooting, and security management. Excel in problem-solving, communication, and teamwork, ensuring seamless IT operations and support.
Overview
16
16
years of professional experience
Work History
Help Desk/Desktop Support/Network Administrator (Consultant)
Bronx Hospital
06.2024 - Current
- Provided high-quality customer support via email and phone, effectively resolving issues.
- Managed network operations by maintaining and administering the Service Desk Now ticketing system, logging network problems, and addressing user service requests to ensure system uptime.
- Installed cabling in MDF and IDF, connecting devices to the core switch.
- Provided Field Service Support of Dell desktop and laptop PC's and network issues.
- Utilized an asset management tool called WASP to procure new hardware.
- Deployed workstations and printers, installed OS, applications, and drivers, and configured network settings.
- Supported Windows Server 2016 and 2019 for Active Directory management.
- Delivered technical support for major clients, both remotely and on-site.
- Managed the helpdesk ticketing system and asset inventory.
- Handled mobile device synchronization with various clients' email accounts and provided advanced support for PC and server issues, including Mac OS problems.
- Demonstrated strong troubleshooting capabilities for network protocols and issues, including DHCP, DNS, Wi-Fi, VPN, TCP/IP, UDP, and VLANs.
- Equipment Maintenance disposal activities, installing and troubleshooting Cisco and Arista devices.
- Successfully migrated workstations from Windows 10 to Windows 11, utilizing tools like SCCM and Windows Deployment Services while managing Windows, Active Directory, DNS, and DHCP.
- Set up and manage Microsoft Teams, Cisco Webex, and Zoom for meetings.
Help Desk/Desktop Support III/Network Analyst/IT Support Engineer (Consultant)
Santander Bank
New York City, United States
11.2019 - 05.2024
- Operating in a high-volume production environment, independently provided technical support to approximately 1,500 end-users.
- Managed all IT-related inquiries during my shifts as a third-level support provider.
- Oversaw the company's ticketing system, Service Desk Now, logging all incoming requests into the trouble-tracking database and assigning tickets to the appropriate workgroups.
- Responsibilities included providing LAN and WAN support for remote users and managing critical services, including Windows, Active Directory, DNS, and network printers.
- Additionally, performed system administration tasks to support applications and maintained server technologies to uphold engineering standards for workstations.
- Technical expertise encompassed installing and configuring Cisco switches, routers, and servers, particularly with Microsoft Windows Server 2016 and wireless networks.
- Demonstrated strong troubleshooting capabilities for network protocols and issues, including DHCP, DNS, Wi-Fi, VPN, TCP/IP, UDP, and VLANs.
- Successfully migrated workstations from Windows 7 to Windows 10, utilizing tools like SCCM and Windows Deployment Services while managing Windows, Active Directory, DNS, DHCP, and related services.
- Santander Bank was responsible for diagnosing and testing various types of patch cables, including RJ45, RJ6, and wireless networks, along with switches, routers, firewalls, and end-user connectivity.
Computer Desktop Support Analyst/System Administrator (consultant)
Bessemer Trust
New York City, United States
06.2016 - 10.2019
- Key duties included the systematic installation, configuration, maintenance, and troubleshooting of desktop and laptop workstations for executives, VIPs, and end-users, tailored to their specific operational requirements.
- Managed user accounts through establishing and administering Active Directory, which involved creating, modifying, and deactivating accounts as necessary to maintain security and accessibility.
- Also responsible for configuring and maintaining Microsoft Exchange to facilitate efficient email communication across the organization, promptly addressing any issues related to email delivery and user access.
- Provided comprehensive support for remote users connecting via VPN, ensuring a secure and reliable connection to the company network.
- This included troubleshooting remote connectivity issues and verifying the operational status of workstations and printers to maximize productivity.
- Additionally, oversaw the video conferencing infrastructure, including Zoom, Microsoft Teams, and Webex.
- This involved ensuring the proper hardware and software setup, conducting tests to check for connectivity issues, and maintaining site integrity for high-quality virtual meetings.
- Regular system checks and updates were performed to optimize functionality and user experience.
Desk/Desktop Support
United Nations General Assembly
09.2014 - 05.2016
- As the Team Lead Consultant, I spearheaded a comprehensive migration project that transitioned our organization from Windows XP to Windows 7.
- This involved installing and configuring Office 365 through Microsoft System Center Configuration Manager (SCCM) 2012, successfully migrating over 1,000 users from IBM Lotus Notes to the innovative MS Office 365 platform.
- I efficiently deployed the SCCM client using the Client Push mechanism, ensuring seamless integration for all users.
- Provided technical guidance throughout the migration process, ensuring a smooth configuration and deployment of Skype for Business.
- By proactively recommending and implementing the latest technologies and proprietary software solutions, I efficiently addressed specific business challenges.
- Throughout the design and build phases, I identified critical business and functional needs, making necessary modifications to proprietary software to align with client expectations.
- My contributions were instrumental in completing software updates on schedule and within budget, fostering project success and client satisfaction.
Help Desk /Desktop Support/ Field Technician/LAN Administrator Consultant
Board of Education
Long Island City, United States
01.2010 - 08.2014
- As an IT professional with over 15 years of experience, have provided comprehensive desktop support services across all New York City public schools.
- My primary responsibility was to ensure seamless technical assistance in an enterprise environment, explicitly catering to executive staff.
- I delivered support at the workstation and remotely via phone as needed, demonstrating a strong commitment to maintaining high productivity among leadership.
- In my role: Effectively supported a diverse range of operating systems, including Windows XP, Vista, 7, 8, and 8.1, along with various server environments such as Windows Server 2000, 2003, and 2008.
- I managed support for over 800 users, gaining hands-on experience configuring, repairing, and maintaining desktop computers, laptops, and all associated peripheral devices—responsibilities extended beyond general support.
- Actively managed user accounts, permissions, and access rights within Active Directory and monitored system performance, security, and availability to ensure optimal functionality across the board.
- Additionally, facilitated the configuration and support of VPN connections, which was critical for remote accessibility.
- One of my key achievements included restoring user emails on the Exchange Server, ensuring all users could log in and access their emails without disruption.
Education
Master of Science - Information System Management/Cybersecurity
DeVry/Keller
Manhattan, NY06.2014
Bachelor of Computer Engineering - Health Informatics
Capella University
Mineopolis06.2011
Information Systems -
Nassau Community College
Long Island Garden City NY08.2006
Skills
- Microsoft Windows and Office Suite
- Collaboration tools
- Network infrastructure
- Server operating systems
- Technical support
References
Will share references upon request.
Timeline
Help Desk/Desktop Support/Network Administrator (Consultant)
Bronx Hospital
06.2024 - Current
Help Desk/Desktop Support III/Network Analyst/IT Support Engineer (Consultant)
Santander Bank
11.2019 - 05.2024
Computer Desktop Support Analyst/System Administrator (consultant)
Bessemer Trust
06.2016 - 10.2019
Desk/Desktop Support
United Nations General Assembly
09.2014 - 05.2016
Help Desk /Desktop Support/ Field Technician/LAN Administrator Consultant
Board of Education
01.2010 - 08.2014
Master of Science - Information System Management/Cybersecurity
DeVry/Keller
Bachelor of Computer Engineering - Health Informatics
Capella University
Information Systems -
Nassau Community College