Marc Pierre
Brooklyn,NY
Summary
Dedicated IT Support Engineer specializing in enterprise-level desktop support and system integration. Expertise in managing EHR systems, ensuring HIPAA compliance, and troubleshooting across hardware and software platforms, while consistently delivering effective solutions for end-users.
Overview
21
21
years of professional experience
Work History
Desktop Engineer
Optum Medical – WIPRO LTD
05.2025 - Current
- Installed, configured, and maintained desktops, laptops, and mobile devices to ensure seamless operations for nurses, physicians, and office staff
- Troubleshot network connectivity, printers, scanners, and workstation issues across multiple departments
- Monitored system performance and uptime for critical healthcare applications to support uninterrupted patient care
- Supported Electronic Health Record (EHR/EMR) systems including patient charting, scheduling, and billing modules
- Managed user accounts, passwords, and role-based access controls
- Coordinated with vendors and biomedical teams to enhance clinical system support and resolve technical issues
- Provided technical support for clinical and administrative staff in a fast-paced medical environment
- Documented incidents, solutions, and procedures using ticketing systems
- Ensured compliance with HIPAA and patient data security policies
Senior Desktop Lead Support
Liberty Mutual
07.2019 - 05.2025
- Providing technical leadership for the End User Computing Team, including coaching, mentoring, directing, reviewing the work of other team members, and setting appropriate expectations.
- Provide 3rd level support for end user computing devices and software.
- Involvement in project work including project management, selection, recommendation, design, testing, and implementation of various solutions.
- Manage and maintain positive working relationships with vendors.
- Communicated with users and members of the helpdesk to quickly resolve escalated matters
- Recorded every issue and communicated across multiple teams within IT department for common errors that may impact the business
- Point of contact and liaison for end users and helpdesk agents.
- Held weekly and daily huddles in order to keep track and resolve pending issues.
- Reduced number of open tickets for the Asset Arena Transfer Agency product by 60% by analyzing, categorizing & prioritizing all open issues recorded. This required motivation of the offshore team & thoughtful delegation of workable tickets to the offshore resources to maximize on efficiency.
- Understanding of Agile project management.
- Creating email accounts in Office 365
- Creating user accounts in Active Directory
- Utilize Connectwise Automate
- Sonicwall Firewall configuration
- Datto RMM
- Veeam Backup
- Cloud Ally
- Azure
Senior Desktop Engineer Executive Support
Estee Lauder via HCL - MSP, NY
08.2017 - 07.2019
- Configure mobile devices utilizing Mobile Iron.
- Configuring and setting up video call/conference via Cisco products.
- Installing Citrix on Apple products such as iPhones, iPads and MacBook.
- Imaging laptops and desktops via SCCM with Windows 7and Windows 10.
- Support issues dealing with Microsoft Office 2010 and 2013 suite.
- Created technical guides and documents for the users and team.
- Provide support for 250 Executives and 1200 users on a daily basis.
- Repair Dell and HP products; desktops, laptops, and printers.
- Account creation using Active Directory.
- Recording assets and tickets using SNOW (Service Now).
- Microsoft One Drive
- Microsoft Office 365.
- Bomgar Remote Access
- MAC Sierra Configuration and Imaging
- Skype for Business
- Enrolling Apple machines through JamfPro
- Encrypting Apple devices with File vault
- Providing enterprise MDM support to users with iPhones, iPads, Blackberry and Android devices via Mobile Iron.
Executive Desktop Support
The Segal Group, NY
01.2014 - 09.2017
- Track inventory via Track IT database systems.
- Configuring and setting up video call/conference via Cisco products.
- Installing Citrix on Apple products such as iPhones, iPads and MacBook.
- Imaging laptops and desktops via SCCM with Windows 7.
- Support issues dealing with Microsoft Office 2010 suite.
- Track inventory and troubleshooting tickets via Track IT.
- Troubleshooting Filesite issues that correspond with Outlook emailing.
- Configuring Worksite settings to synchronize with Outlook.
- Installing and configuring Carpe Diem version 4.72 on clients' devices.
- Installing McAfee Encryption on desktops and laptops to encrypt the hard drives.
- Installing and configuring remote access via GoToMyPC and Cisco Any Connect applications.
- Installing and configuring Verizon and Sprint air cards on user's laptop.
- Recognized by Segal users for providing exceptional support, resolving issues while demonstrating excellent customer service skills.
- Monitoring network peripherals utilizing HP Jet Admin Console.
- Managing laptops and desktops security via Epo Encryption.
- Utilize Solar IPAM IP Address Management tool.
- Created testing environment utilizing virtual box.
- Configured AppSense Datanow on desktops and laptops to backup users' data.
- Troubleshoot Apple computers and font issues.
- Support Microsoft Office 2013 and 2016 applications.
- Provide support for Windows 7 and Windows 10.
- Support and provide upgrade for Mac OS X and Lion.
- Active Directory.
- Work closely with vendors to support hardware and software within the business environment.
Executive Desktop Support/Jr.Administrator
Discovery Channel Communications, NY
03.2013 - 01.2014
- Blackberry configuration and deployment.
- Added users into different groups utilizing Active Directory.
- Managed print server via smart print web applications provided by UBT.
- Configuring and setting up video call/conference via Cisco products.
- Installing Citrix on Apple products such as iPhones, iPads and MacBook.
- Imaging devices with Windows 7 and OSX Lion.
- Support issues dealing with Microsoft Office 2010 suite.
- Track inventory and troubleshooting tickets via Remedy.
- Repaired and configured Lotus Notes accounts
- Blackberry Enterprise Server.
- Installed Avaya phones.
- Kept in constant touch with vendors to resolve problems as quickly and efficiently as possible
- Supported a group of 300 executives
- Performed incremental and Full backups
- Created user accounts in Active Directory and Exchange Mailboxes.
- Configured Windows Firewall on systems that required unique software.
- Strong knowledge of IP printing configurations, static and reserved IP addresses with-in an enterprise network; Printer and copier maintenance
- Scheduled daily backups for the SQL 2005 server.
- KeePass password security.
Desktop Trade Support
Depository Trust & Clearing Corporation, NY
05.2012 - 01.2013
- Imaged laptops, desktops, and thin client utilizing Microsoft System Center Configuration Manager console.
- Managed and migrated users from the physical desktop environment to Virtual Desktop Integration (VDI) utilizing Appsense Management Console.
- Utilize Citrix Desktop Director when assisting remote users and virtual desktop users that are experiencing connection issues with Citrix session.
- Utilize Citrix Xenapp Console 5 troubleshoot applications that are not launching in both local area networks and virtual desktop.
- Conducted data entry and tracked inventory utilizing HP Openview Asset Center 5.
- Added users into different groups utilizing Active Directory.
- Connected remotely into different systems via VMware Vsphere Client.
- Installed and configured VPN in Active Directory.
- Have an understanding of powershell scripting.
- Coordinate testing, upgrade and configuration of system files and services. Ensure changes are in accordance with appropriate operating procedures.
- Worked with iSCSI Dell monitoring tools/software to monitor drive health.
- Bloomberg Keyboard and Terminals
- Supported senior level executive users, typically compliance, legal and head of division plus heads of trading desk
Junior Systems Administrator and Trade Support
SEIU/32BJ Hedge Funds, NY
11.2011 - 05.2012
- Reserved IP addresses on servers for multiple peripheral devices.
- Created accounts and managed profiles using Active Directory.
- Coordinated machine deployments and created various images using Symantec Ghost applications.
- Communicated on a daily basis with third party vendors.
- Supported an environment of 1500 users including 2500 peripheral devices.
- Installing and configuring RightFax application on workstations.
- Updating Blackberry handheld devices.
- Troubleshooting network connectivity: Cisco phones, Workstations, Printers and Fax Machines.
- Installing and configuring Microsoft Office Suite 2003, 2007 and 2010.
- Supported and migrated users from Windows XP to Windows 7.
- Configuring machines to via script for SonicWall VPN.
- Microsoft Exchange Server configuration.
- Coordinate hardware and software installations and upgrades to ensure work is performed in accordance with company policy. Recommends resolutions to complex matters of significance and coordinate the implementation of the approved course of action.
- Created small scripts using PowerShell.
Desktop Support
Lehigh Valley Hospital, PA
10.2009 - 11.2011
- Maintained professional phone skills and excellent customer relations under highly pressured and sensitive situations.
- Support a broad range of installation, rollout, and troubleshooting projects for Windows- based systems, printers, and networking equipment.
- Work together with team of 10 technicians to support all branches of Lehigh Valley Health Networks, which consists of over 5,000 users.
- Remote accessed users desktop via Dameware and Windows remote applications.
- Installing maintenance kits and configuring Dell and HP peripherals.
- Tracking and tracing incidents and work orders utilizing Magic systems.
- Installing and supporting Palm pilots and user's accounts.
- Building and creating images for Fujitsu laptops.
- Installing Check Point (Pointsec) data encryption software on desktops and laptops.
- Installed and configured wireless profiles for Cisco, Verizon and Dell wireless NIC cards.
- Repairing Dell, Fujitsu and HP laptops and ordering accessories.
- Utilizing Anti Spyware applications such as Malware Bytes, CleanUp and CCleaner.
- Configuration and setup of Dell Terminal remote machines.
- Utilizing CrossLoop remote access.
- Utilizing Sophos Data Encryption Management Suite on desktops and laptops.
- Ipad configuration and deployment running citrix application.
- Supported and migrated users from Windows XP to Windows 7.
- Installing and configuring Microsoft Office Suite 2003, 2007 and 2010.
Lead Desktop Support
St. Francis College of New York
07.2008 - 10.2009
- Maintained professional phone skills and excellent customer relations under highly pressured and sensitive situations
- Created and downloaded images for various systems such as Lenovo T500, T42, T60, and X61 ThinkPad.
- Configured and setup Remote desktop machines HP Terminal machines.
- Managed, added and configured the peripherals on the print server.
- Configured and installed HP 4050, 4250 and 4350 printers as local and network peripherals.
- Conducted and managed an upgrade of Microsoft Office 2007 and Internet Explorer version 7 faculty machines.
- Documented and created tickets using Track IT ticketing system.
- Installed DataTel data management application on user's machines.
- Setup Audio/Visual equipment for presentation in conference rooms and online streaming conferences.
- Installed and configured Labstat and Epson projector applications on machines for remote use.
- Assisted users with wireless issues connecting to the network access points.
- Installed VM Windows Emulation software on Apple machines.
- Created and reset user password utilizing Active Directory in Windows Server 2003
- Managed desktop and printer deployment.
- Replaced maintenance kits on HP printers.
Desktop Trade Support
JP Morgan Chase, NY
11.2005 - 04.2008
- Maintained professional phone skills and excellent customer relations under highly pressured and sensitive situations.
- Troubleshoot diverse applications, and PC hardware problems including Microsoft 2000, Microsoft XP, and Microsoft Office.
- Proficient in using Xerox machines and interfaces such as: Docucolor 6060, Docutech copier 6180, and Digipath scanner.
- Migrated data from Docutech machine to the Digipath scanner.
- Configured and installed Dell 1710 and 1720 printers as local and network peripherals.
- Configured and installed HP Jet direct external print servers.
- Installed, trained and deployed RSA and Courion applications on user's machines.
- Created user accounts using Active Directory.
- Created incident tickets using Peregrine and Asset Center applications.
- Performed operational task of creating and downloading images using Norton's ghosting application.
- Configured user's Blackberry's and PDA's devices via desktop manager application.
- Remotely Accessed users desktop via Dameware and Windows remote applications.
- Assisted users with IBM Lotus Notes email application.
Desktop Trade Support /DMAC – Deployment Moves, Add, and Changes through Tek System (part-time)
Bank of America
11.2006 - 04.2008
- Deployed laptops, printers, and workstations to VP, Traders, and standard users
- Imaged and configured laptops and PC's using windows build disk and Ghost utilities
- Updated memory modules on workstations and laptops for Traders and VP's system to operate at the highest capacity.
- Highly pressured results driven trading division where I supported Fixed Income traders that utilized bonds, currencies, mortgage and treasury based financial products and related platforms and technologies.
- Configured mobile devices such as blackberry bold and palm pilots
- Coordinated moves and layout with third party vendors to setup multiple monitors for users.
- Trading floor user / technology support; Managing Directors, VP/EVP/SVP.
- Market Data Applications: Bloomberg, Fact set, Thomson Reuters Eikon, EBS, BrokerTec, Quartz, Nasdaq Workstation, NWII, Trade Station, Light speed, Briefing, Reuters, Bridge Station, Street Accounts, Pink Sheets, Index, Trade Web, Market Axes, BGCP
Education
Microsoft Windows 7 Training (MCITP) -
01-2015
Network+ Certification -
01-2008
A+ Certification -
01-2006
A.A. - Networking Technology
Taylor Business Institute
New York, NY07-2004
Skills
- IBM and compatible PC assembly
- All hardware configuration and troubleshooting AT/ATX motherboard, memory modules
- Expansion card installation and configuration; network installations
- Dell OptiPlex GX 240,270,745,755,760, and 990
- Samsung Netbook N110
- Upgrades, configurations and troubleshooting
- Lenovo ThinkPad, IdeaPad
- Dell E5300 and T5400
- HP Printers and Copiers
- VOIP: Cisco and Avaya Phones
- Blackberry and Palm Devices
- Configuration of HP printers for local and network configurations via reserving IP addresses
- Microsoft Exchange Server configuration
- Email: Outlook 2003, 2007, and 2010 Lotus Notes
- Ability to maintain a reliable and methodical approach to support and documentation
- Knowledge of iSCSI and Fibre channel
- Operating Systems: Windows 98, 2000, and XP Home and Professional, Server 2000, 2003 and 2008, Windows 7, and Mac OSX
- Remote Desktop Applications: Team Viewer, Dame Ware, Cross Loop, and VNC
- Market Data Applications: Bloomberg, Fact set, Thomson Reuters Eikon, EBS, Broker Tec, Quartz, Nasdaq Workstation, NWII
- Trade Station, Light speed, Briefing, Reuters, Bridge Station, Street Accounts, Pink Sheets, Index, Trade Web, Market Axes, BGCP
- Anti-Virus & Encryption: Spybot, Malware Bytes, CCleaner, Clean Up, Sophos antivirus and Encryption Management Suite, Symantec, Faranic Deep Freeze, and Microsoft Steady State
- Protocol: TCP/IP, IPX/SPX, AppleTalk, FTP, SMTP, POP3, HTTP, HTTPS, IMAP
- Cisco Desktop Agent & Cisco Unified Personal Communicator
- System Center Configuration Manager
- Ticketing Applications: Peregrine, Track IT, Service Desk, Blue Helpdesk, Magic and Remedy
- AppSense Datanow
- Linux Ubuntu
- Oracle Virtual Box
- Windows 10
- Sphere version 6
- NAS/SAN Knowledge and configuration
- Free NAS Software
- PowerShell
- Dell VPN
- Aventail VPN
- Citrix GoToMyPC
- Skype for Business
- Acronis Backup and Recovery ver115
- Blancco Erasure Software
- Jira
- Pulse Secure
- Iticket
- BMC Remedy
- Agile
- Workspace One Airwatch
Timeline
Desktop Engineer
Optum Medical – WIPRO LTD
05.2025 - Current
Senior Desktop Lead Support
Liberty Mutual
07.2019 - 05.2025
Senior Desktop Engineer Executive Support
Estee Lauder via HCL - MSP, NY
08.2017 - 07.2019
Executive Desktop Support
The Segal Group, NY
01.2014 - 09.2017
Executive Desktop Support/Jr.Administrator
Discovery Channel Communications, NY
03.2013 - 01.2014
Desktop Trade Support
Depository Trust & Clearing Corporation, NY
05.2012 - 01.2013
Junior Systems Administrator and Trade Support
SEIU/32BJ Hedge Funds, NY
11.2011 - 05.2012
Desktop Support
Lehigh Valley Hospital, PA
10.2009 - 11.2011
Lead Desktop Support
St. Francis College of New York
07.2008 - 10.2009
Desktop Trade Support /DMAC – Deployment Moves, Add, and Changes through Tek System (part-time)
Bank of America
11.2006 - 04.2008
Desktop Trade Support
JP Morgan Chase, NY
11.2005 - 04.2008
Microsoft Windows 7 Training (MCITP) -
Network+ Certification -
A+ Certification -
A.A. - Networking Technology
Taylor Business Institute