KELVIN YAO
New City,NY
Summary
Dynamic Desktop Support Technician with extensive experience at Mastercard, adept in Active Directory and ServiceNow. Proven track record in executing seamless Windows migrations and enhancing user satisfaction through effective communication and training. Skilled in troubleshooting complex issues, ensuring operational efficiency, and fostering a collaborative team environment.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Desktop Support Technician/Walk Up Support
Derive/Integrated Resources
NYC, NY
04.2025 - 09.2025
- Executed in-place upgrades from Windows 10 to Windows 11, ensuring minimal disruption to users.
- Guided users in backing up data and installing programs post-upgrade, enhancing their transition experience.
- Delivered basic training on new computer usage and settings adjustments, fostering user confidence in the new environment.
- Provided comprehensive support in migrating laptops and desktops for Mount Sinai hospital and school environments.
Desktop Support Technician/Walk Up Support
Kyndryl/Artech
NYC, NY
04.2024 - 01.2025
- Used online Active Directory to unlock accounts and reset the user's password for WPP
- Migration from Windows 10 to 11
- Managed ticket queue using ServiceNow
- Troubleshoot and resolved BYOD mobile device support using OKTA
- Provided Tier 2 In-person support for Windows laptops using Windows 10/11 for various Office 365 suite
- Build MacBook and Leno's laptops for existing users with Windows 11/Sonoma and Office 365 software
- Provided support for MacBook Pro 13”, MacBook Pro 15”, MacBook Pro 16”
Desktop Support Technician/Walk Up Support
Regeneron/Indotronix
Tarrytown, NY
08.2023 - 11.2023
- Dealt with employees/contractors of all levels daily to help with Lenovo laptops regarding various computer issues, including network share drive connections or software installations
- Managed user accounts using Active Directory to unlock accounts and reset passwords
- Managed ticket queue using ServiceNow
- Migration to Windows 10 to 11
- Provided Tier 2 In-person and remote support for Windows laptops using Windows 11 for various Office 365 suite
- Build Macbook and Lenovo laptops for existing users with Windows 11/Ventura and Office 365 software
- Visited office and desk locations to replace computer accessories (docking stations, monitors, mouse, keyboards)
Desktop Support Technician
Stryker/Pomeroy
Allendale, NJ
03.2022 - 05.2023
- Dealt with employees/contractors daily to help with HP/Dell laptop issues regarding various computer issues including network share drive connections or software installations
- Managed user accounts using Active Directory
- Provided In-person and remote support for Windows laptops/desktops using Windows 10 for various Office 365 suite and stand-alone applications as well as dealing with network connection issues.
- Managed ticket queue using ServiceNow
- Troubleshoot and resolved BYOD mobile device support using Microsoft Intune
- Worked on this ongoing project dealing with updating the Asset Inventory database to accurately reflect when laptops were collected and returned to the Depot when users were being terminated.
- Involved with virtual and in-person walk ups to help new hires and existing employees.
IT Cafe / IT Site Support New York
Credit Suisse/Diversant
NYC, NY
06.2021 - 11.2021
- Provide daily IT support to over 3000 clients on-site for the NY Branch through the IT Café Walk-Up desk
- Support and troubleshoot desktops (HP) and laptops (Lenovo/HP)
- Utilize support tools such as WSP, Reporter, RSA Token Administration Console
- Escalate issues in line with company policy and evaluate escalations and action appropriately to ensure custom demands are met.
- Provide excellent customer service to internal and external customers
- Ability to adapt quickly to dynamic team environments to consistent standards
Desktop Support Technician
Mastercard/NTT Data
Purchase, NY
05.2019 - 03.2021
- Provided in-person and remote Desktop Support for all levels of employees including senior management.
- Supported various model Dell and MacBook Pro laptops with hardware and software issues including installations and configurations of those machines.
- PC Models: Dell Latitude 5290, 7200, 7390, 5300; Dell Precision 5520, 5530, 5540, 5550.
- Apple Models: MacBook Pro 13”, MacBook Pro 15”, MacBook Pro 16”
- Provide mobile management support for iPhone and Android devices using VMWare AirWatch
- Using BMC Remedy to enter and record
- Managed my tickets in BMC Remedy daily
Desktop Support/End User Computing Analyst
Kering/TCS
Secaucus, NJ
07.2018 - 03.2019
- Troubleshooting PC laptops and desktops in person or remotely using BMC to resolve software and/or hardware issues
- Provide daily support to all levels of users to help resolve all their computer and mobile device connection issues
- Manage incoming requests by FootPrints ticketing system and updating them daily with progress done
- Imaged laptops and workstations for users with Windows 10, Microsoft Office 365/2016 software using Kering protocols
- Worked on special projects (iPhone upgrades; RFID deployment) in addition to daily responsibilities
- Configure VPN Zscaler application on laptops and MS Authenticator on cellphone to allow remote access of work resources
- Ship to stores and corporate locations on a daily basis for multiple brands using FedEx ship manager
Senior Desktop Support Engineer
Omnicom/HP
NYC, NY
12.2016 - 03.2018
- Troubleshooting PC laptops on Windows 7 and 10; and Macbooks on Mac OSX 10.12 on software and hardware issues
- Worked with middle and upper level managers to help resolve their computer and mobile device connection issues
- Manage incoming requests via phone, email or in-person walk up, Update email ticket system.
- Build laptops and workstations for new or existing users with Windows 10, Microsoft Office 365/2016.
- Managed my tickets in Service Now and assisted/trained junior team members on a daily basis
- Installed MobileIron application on mobile devices, both iPhones and Android cellphones to securely access work emails
- Responsible for transferring backed up data to refresh or upgrade HP Elitebook laptops and Macbook
- Network connectivity troubleshooting TCP/IP, DHCP, DNS, VPN, Cisco AnyConnect, network printers
- Resolve issues with users on applications including MS Office 2016/365 and Cisco AnyConnect
- Plan, coordinate and execute windows 10 migration/Office 365 with staff, including testing and troubleshooting for smooth transition before and after the migration.
Desktop Support Technician
Mercedes Benz
Montvale, NJ
06.2016 - 07.2016
- Upgraded Fujitsu and Toshiba laptops and desktops to Lenovo computers and customize them to the users
- Backup users’ data using the Windows Easy Transfer Tool during the computer upgrade
- Provided aftercare user support for hardware and software issues following Windows upgrade
Desktop Support Technician
Express Scripts
Franklin Lakes, NJ
11.2015 - 03.2016
- Worked in a group to upgrade about 800 computers from Windows XP to Windows 7
- Provided user support to ensure that all applications can be accessed properly
- Upgraded Lenovo computers (laptops/desktops) from Windows XP to Windows 7 using SCCM tools and Active Directory
- Setup and configure laptops to be encrypted using McAfee ePolicy Console
- Created and enabled RSA Securid tokens to be used for VPN access
- Used Active Directory to check on user’s active status and to add permission groups to the imaged computers
- Utilized SCCM utility to remove computer name and MAC Address before reimage of laptop or desktop
- Organized appointments with users as a follow up to confirm that programs can be accessed after installation
Desktop Support Technician (project consultant assignments)
KPMG
Montvale, NJ
08.2015 - 10.2015
- Imaged and QA tested new HP 840p laptops for New Hires and contractors
- Prepared laptop bags for New Hires and contractors with the necessary items for travel and/or office work
- Used DameWare to remote into users’ laptop to install Office 2013 and Lync 2013
- Loaded Altiris Agent Tool version 7.6 on laptops to allow for remote software installation
- Installed Airwatch Agent on iPhones for new employees
Desktop Support Technician (project consultant assignments)
Valley Hospital
Ridgewood, NJ
01.2014 - 05.2015
- Reimaged computers from Windows XP to Windows 7 for redeployment using Symantec Altiris
- Helped in TDR Testing on PCs of quality assurance of EPIC medical record system and printer interoperability
- Imaged the laptops and desktop computers to be setup on user’s desks or mailed to other office locations
- Replaced internal computer parts, such as hard drives and replacement memory
- Provided daily support of DELL and HP laptops and desktops for 2500+ users
- Using Active Directory, help users to reset password or verify if their ids are active or disabled
- Upgraded Windows 7 computers and verified documents during migration have been transferred
- Backed up data of the mobile devices and laptops being used by employees going to Sochi Olympic Games
- Imaged the laptops and mobile devices using the EnCase Forensic software to backup all devices.
Desktop Support Technician (project consultant assignments)
Northwell Health
New Hyde Park, NY
01.2013 - 11.2013
- Upgraded desktop PCs from Windows XP to Windows 7
- Converted DELL PC’s from Windows XP to Windows 7 and installed dual monitors
- Worked to convert laptops to Windows 7 and provided aftercare support to users after upgrades were done
- Upgraded computers changing out for new PCs and changing HDs in laptops to backup and restore user data
IT Security Analyst
Verizon Wireless
Orangeburg, NY
09.2008 - 03.2011
- Performed entitlements review analysis as well as access provisioning and resolved user requests and trouble ticket issues submitted via the Remedy system.
- Worked closely with IT Compliance to resolve data security issues for various system applications, including processing IT Audits on a regular basis.
- Verified identity and authorized access to production data by company employees according to company standards.
- Ran Cognos Reports on a daily basis to monitor access to verify access with a Excel list of authorized users and unique ids using a comparison macro.
- Create user login accounts utilizing Sun Identity Manager and Verizon in-house applications.
- Answered emails to the department’s mailbox on a daily basis as part of my responsibilities.
- Trained new employees in the department on Verizon Wireless systems regarding best practices for usage and applications for creating ids in accordance with company security standards.
Entitlements Review Analyst
Bank of NY Mellon
Brooklyn, NY
08.2007 - 07.2008
- Working with various support groups in order to process user requests for various system access being created, modified or deleted.
- Provided initial desktop and helpdesk support to internal employees and external clients
- Assisted with tri-annual IT Audits, by processing and confirming appropriate users access.
- Dealt with daily email requests and inquiries regarding various system access.
- Established relationships with key vendors on a daily basis to help with completing escalated requests and special projects as needed.
IT Security Analyst
Verizon Wireless
Orangeburg, NY
11.2004 - 08.2007
- Analyzed, troubleshoot and resolved employee “trouble tickets” pertinent to system access, security and ID issues.
- Worked closely with IT Compliance to resolve data security issues for various system applications.
- Assisted with IT Audits as needed.
- Verified identity and authorized access to production data by company employees according to standards.
- Create user login accounts utilizing Sun Identity Manager and Verizon-proprietary applications.
- Trained new employees in the department on Verizon Wireless systems regarding best practices for usage and applications for creating ids in accordance with company security standards.
Desktop Support Technician
BlackRock/Stefanini
NYC, NY
10.2025
- Assisted with providing replacements of laptops, desktops and peripherals regarding Windows 11 migrations
Education
Bachelor of Science - Computer Science
Ramapo College of New jersey
Mahwah, NJSkills
- Active Directory
- McAfee Agent
- EPolicy Orchestra
- RSA SecurID Management Console
- Symantec Altiris Agent Tool
- Sophos EndPoint Security
- ZScaler
- RSA SecureID
- MobileIron
- MobilePASS
- AirWatch MDM Agent
- MS Intune
- ServiceNow
- Remedy
- Support Magic
- FootPrints
- Microsoft Office 365
- OKTA Verify
- OKTA Administration
- Paperstream IP (TWAIN) driver
- Slack
- Skype for Business
- DameWare
- Remote Desktop
- BeyondTrust Bomgar
- Druva Cloud
- UI
Certification
CompTIA A+ CERTIFICATION
Timeline
Desktop Support Technician
BlackRock/Stefanini
10.2025
Desktop Support Technician/Walk Up Support
Derive/Integrated Resources
04.2025 - 09.2025
Desktop Support Technician/Walk Up Support
Kyndryl/Artech
04.2024 - 01.2025
Desktop Support Technician/Walk Up Support
Regeneron/Indotronix
08.2023 - 11.2023
Desktop Support Technician
Stryker/Pomeroy
03.2022 - 05.2023
IT Cafe / IT Site Support New York
Credit Suisse/Diversant
06.2021 - 11.2021
Desktop Support Technician
Mastercard/NTT Data
05.2019 - 03.2021
Desktop Support/End User Computing Analyst
Kering/TCS
07.2018 - 03.2019
Senior Desktop Support Engineer
Omnicom/HP
12.2016 - 03.2018
Desktop Support Technician
Mercedes Benz
06.2016 - 07.2016
Desktop Support Technician
Express Scripts
11.2015 - 03.2016
Desktop Support Technician (project consultant assignments)
KPMG
08.2015 - 10.2015
Desktop Support Technician (project consultant assignments)
Valley Hospital
01.2014 - 05.2015
Desktop Support Technician (project consultant assignments)
Northwell Health
01.2013 - 11.2013
IT Security Analyst
Verizon Wireless
09.2008 - 03.2011
Entitlements Review Analyst
Bank of NY Mellon
08.2007 - 07.2008
IT Security Analyst
Verizon Wireless
11.2004 - 08.2007
Bachelor of Science - Computer Science
Ramapo College of New jersey