Kerstyne Moran
The Bronx,NY
Summary
Results-driven IT Support Specialist with 8+ years of experience in helpdesk, technical support, and A/V coordination across enterprise and public environments. Known for resolving high volumes of service tickets, leading technology migrations, and delivering exceptional user experiences. Adept in remote support, asset lifecycle management, and IT infrastructure setup.
Overview
4
4
years of professional experience
Work History
Temp - IT Support Specialist
Phoenix Group
07.2025 - Current
- Assist in laptop replacement project for 250+ users, contact users, ensure all files/folders are backed up in OneDrive, Google drive, or Sharepoint,configure devices and provide a smooth transition to a new laptop.
- Developed in the Microsoft Teams phone project in creating call queues, voicemail setup, and auto attendants for roughly 15 locations and 300 users.
- Assist over 20+ tickets T2/T1 daily, update tickets using Zoho and preform ticket escalations when needed.
- Preformed provisioning in Intune admin center, Entra admin center, Absolute, and Kaseya.
- Provided technical support for hardware such as printers, AV equipment, workstations and laptops; also software chrome, Microsoft 365 suite, Google suite and raiser edge.
- Developed training materials and conducted sessions for staff on new technologies and software applications. As well as conduct the off boarding process
- Install, configure, and maintain PCs, laptops, and mobile devices.
- Manage A/V tools and provide support for Zoom Room and Microsoft Teams meetings.
- Part of hazmat project to locate all old/obsolete equipment, count and dismantle hard drive, and coordinate with vendor
Senior Helpdesk Support
Golden Touch Imports
11.2023 - 01.2025
- Led Laptop Replacement Project for over 200+ personal devices to company laptops
- Led in Google Workspace to Microsoft 365 exchange mailbox migration
- Supported in various programs such as Nedgraphics, Browzwear, Adobe, VPN, and Gerber
- Monitored inventory and ordered supplies, ensuring the users had the supplies required for the position
- Led onboarding sessions with new hires, set up credentials, and provided IT orientations with equipment
- Supported over 300+ employees including 5 locations in Shanghai, California, New Jersey, New York, and Pennsylvania
- Supported in Windows and Mac maintenances on devices and educate users on better workflow
- Managed in showrooms/ boardrooms of Logitech equipment such as microphone, panels, camera, and projectors for big meetings and events
Senior Helpdesk Technician/ AV Support
Intrepid Sea, Space, and Air Museum
06.2021 - 11.2023
- Performed advance A/V setups including speakers, TVs, video monitors, cameras, and Crestron controls
- I collaborated with event planners for any A/V needs regarding layout, setup, and takedowns in fast-paced situations
- Led the laptop replacement project for over 100+ employees
- Creative problem-solving of up to 30 tickets a day from Help Desk ticket requests submitted by end users
- Crimp, punch down, run wires, and label cables such as cat-6 and cat-5 for network purposes
- Support all business applications such as POS systems
- Order all IT hardware and software, track all IT expenses by General Ledger account code, and manage the tracking of IT assets through their lifecycle
- Manage the VP of IT’s calendar, assist the VP of IT on special projects to reserve facilities and equipment, and take diligent notes for meeting
Education
Bachelor of Science - Computer And Information Systems Security
CUNY John Jay
New York, NY01.2020
Skills
- Technical troubleshooting
- Microsoft suite
- Software installation
- Ticket management
- Remote support
- Network diagnostics
- Issue troubleshooting
- Customer service
- Videoconferencing
- Troubleshooting network issues
Additional Information
- Proficient in Google Applications & Google Workspace admin portal
- Microsoft 365 Admin Center, Exchange Admin Center, Intune admins center, and Entra admin center
- Remote Troubleshoot- Kaseya (windows) splashtop/ Addigy (mac)
- Project management- laptop replacement, Windows 10 upgrade and MS Teams phone
- Aruba/Airwave (WIFI) management
- VPN- Fortnite, Cato, and pulse secure
- Ticketing system - fresh services, service now and Zoho
- Asset management
- Crimping and terminating cat6 &cat5 cables
- AD (active directory) management
Timeline
Temp - IT Support Specialist
Phoenix Group
07.2025 - Current
Senior Helpdesk Support
Golden Touch Imports
11.2023 - 01.2025
Senior Helpdesk Technician/ AV Support
Intrepid Sea, Space, and Air Museum
06.2021 - 11.2023
Bachelor of Science - Computer And Information Systems Security
CUNY John Jay