Michael Bembry
Desktop Support
Windermere,FL
Summary
Attentive Desktop Support Technician with 10 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
12
12
years of professional experience
Work History
Desktop Support Analyst
Catalent Pharma Solutions
- Transitioned to manage service role following executive-level decision to outsource desktop support operations
- Dramatically increased productivity following 50% downsizing in department and earned accolades from business and IT managers for responsive and knowledgeable service and support
- Catalent has over 500 clients at Somerset: NJ location which I support daily
- Track helpdesk tickets with USD system and remotely with Dameware and PCAnywhere for remote access to client’s offsite and onsite
- 3rd Level Desktop support includes software installations, configuration and troubleshooting, imaging and configuring of PC’s and Laptops, and maintaining networked printers
- Configuring Outlook for mail using Exchange Server and Cisco VPN configuration and installation for remote users
- Provided 1st and 2nd Level Desktop Support to Executive Leadership Team and Senior Leadership managers
- Provided 3rd level support to all clients in the New Jersey Offices
- Provided on call support for all 1st and 2nd level issues when needed
- Worked with a preferred vendor on Audio Visual repairs
- Assisted in connecting and troubleshooting video conferencing Polycom equipment with Telecom Team
- Respond and restore connectivity and application functionality within tiered service level agreements (SLAs) based on user priority and function
- Provide Desktop Support and virtual troubleshooting for office-based, field, and traveling employees
- Proactively handle escalations and complex issues through effective communication and expectation management with end-users
- Contribute to strategic infrastructure and technology upgrades, including current transition to Microsoft 365 and other cloud- based platforms
- Coordinate seamless migrations to current release for business-critical technology, including Microsoft XP to 7, and similar upgrades for other back-office and productivity applications
- Performed tape backups at the Somerset NJ Site
- Performed and checked daily weekly and monthly tape backups for site per Site Backup SOP and Logbook with Server Administrator
- Weekly, Full and Month end Tapes were store at off-site Iron Mountain location
- Installing, configuring and troubleshooting phone/PDA/Tablet Technology
- Managed and configured client email on Blackberries and iPhone, iPad devices with Telecom Team
- Provided IT Training for new hires, provided training for new hires in classroom setup using a PowerPoint slide that covered computer Hardware, Operating System and standard installed software
- Trained new hire on helpdesk process when having any computer related problems
- Trained new hire on remote access into network using Cisco VPN
- Knowledge of VoIP
- Worked with Telecom Team with setting up and programming iPhones.
Desktop Support Technician
L’Oréal USA
- 02.2023
- Provide 2nd level Desktop Support for onsite corporate client and remote support for the field clients for office-based, field, and traveling employees
- Proactively handle escalations and complex issues through effective communication and expectation management with end-users
- Contribute to strategic infrastructure and technology upgrades, new hardware upgrades; installs, moves, adds, changes
- DOMIAN + Hardware migrations and laptop imaging to current release for business-critical technology, including Microsoft Windows 10 to Microsoft Windows 11, and similar upgrades for other back-office and productivity applications
- Installing, configuring and troubleshooting phone/PDA/Tablet Technology
- Diagnose, troubleshoot and repair Printers (HP, Ricoh), Cisco IP phones, peripheral equipment and other devices like iPhones and iPads
- Optimizing, Hardware/Software/Networking products and configurations
- Software Deployment, SCCM
Stonehenge Resources, LLC
05.2016 - 02.2023
Desktop Support Technician
Insight Global, Revlon
12.2015 - 04.2016
Sr. Desktop Support Technician
Actavis + Allergan Pharma
03.2015 - 08.2015
- Provide Desktop Support and remote troubleshooting for office-based, field, and traveling employees
- Proactively handle escalations and complex issues through effective communication and expectation management with end-users
- Contribute to strategic infrastructure and technology upgrades, new hardware upgrades; installs, moves, adds, changes
- DOMIAN + Hardware migrations to current release for business-critical technology, including Microsoft XP to 7, and similar upgrades for other back-office and productivity applications
- Installing, configuring and troubleshooting phone/PDA/Tablet Technology
- Diagnose, troubleshoot and repair Printers (HP, Dell, Ricoh), Cisco IP phones, peripheral equipment and other devices like Blackberries, iPhone, iPad or handhelds
- Optimizing, Hardware/Software/Networking products and configurations
- Software Deployment, using Altiris, Marimba and SCCM
ATOS
07.2007 - 10.2014
Desktop Support Technician
Cardinal Health
04.2000 - 06.2007
- Championed and planned site-specific projects to align IT infrastructure with business needs for 150 end users
- Configured and issued hardware/software for new hires and performed network administration tasks, including permissions and access in a Microsoft Active Directory and Exchange environment
- Improved capacity and capability of Desktop Support operations via implementation of data encryption, Ghost Imaging for new user set up, and maintained change control for technical and troubleshooting documentation
- Recommended and/or assisted in initiation of new methods and technologies for upgrade, enhancement, and management of hardware, software, and server architecture
- Project-managed migration of 100 end-users from Exchange 5.5 to Exchange Server and conducted LAN/infrastructure testing to ensure a streamlined transition
- Executed technology projects for enterprise programs, including a Total Chrome server and shared network resources for EDT
- Partnered with Deloitte & Touché, SARCOM, and other consultants on development environment and network access for Project Mozart
- Provided IT Training for new hires, provided training for new hires in classroom setup using a PowerPoint slide that covered computer Hardware, Operating System and standard installed software
- Trained new hire on helpdesk process when having any computer related problems
- Trained new hire on remote access into network using Cisco VPN.
Desktop Support Specialist
PRUDENTIAL INVESTMENTS
09.1988 - 03.2000
- Provided desktop support and troubleshooting as one of 5 associates in IT operations for 700-seat, multi-site organization
- Instrumental in achieving uptime and availability goals for 24/7/365 financial services platforms with business-critical front-, middle-, and back-office functionality
- Monitored and prioritized system slowdowns, outages, and issues in Windows NT environment and managed scheduled and urgent update/patch releases for 32 servers in data center
- Executed business continuity and data protection procedures, including routine backups and testing of restore functionality on 10 database, fax, optical, and production servers.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and [Type] policies
Education
Some College (No Degree) - Computer Science
KEAN UNIVERSITY
Union, NJSkills
- Skills and Expertise Include
- Desktop & Hardware Support Network & PBX Administration Technical Documentation System Administration New User Set-Up & Imaging Break-Fix Repair & Preventive Maintenance Asset Inventory & Deployment Technical Troubleshooting Application & Peripheral Connectivity Cloud Computing
- QUICKCERT TRAINING:
- Microsoft Systems Courses, Microsoft Configuring and Supporting Windows 7/8
- TECHNICAL SKILLS
- OS:
- Windows 98/XP/7/8, Windows Server NT/2003/2008, Apple MAC OS X, Linux, Apple iOS, Windows Phone, Google Android
- NETWORKING & PROTOCOLS: TCP/IP, VPN, DNS, DHCP, FTP and SMTP
- HARDWARE: Dell/HP/Compaq PCs, laptops and Servers Configuring setup of network printers, Cisco hubs, cable management, Familiarity with phone/PDA/tablet technologies, Working knowledge of VoIP Telephony
- SOFTWARE: MS Back Office; Symantec, VERITAS Backup; Microsoft Office 2003/2007/2010/2013, Outlook Exchange Email, Lotus Notes, PC Anywhere, Citrix ICA, IP Address Management, Dameware, Experience using help desk ticket tracking systems USD, Clarify and Track-It, Knowledge of Microsoft Active Directory and Exchange/Outlook 2010, Experience with support of remote access/ Cisco VPN technologies, Ability to configure and deploy hardware and software, Familiarity with phone/Blackberry/PDA/tablet technologies Familiarity with DSI Zebra printers, Motorola RF barcode guns Knowledge and setup of Office 365, Microsoft Lync 2010/2013
- New System Deployment
- Vendor Collaboration
- Data Transfer Best Practices
- Component Replacements
- Remote Support
- Device Configuration
- Vendor Relations
- Software Installation
- Case Support
- Computer System Repair
- Mobile Devices
- Remote Assistance
- Vendor Coordination
- Troubleshooting Skills
- Documentation Skills
Accomplishments
- CERTIFICATIONS: Earned PC Hardware (A+)
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Affiliations
DESKSIDE OPERATIONS | END-USER SUPPORT | UPGRADES & IMPLEMENTATIONS
Proactive, resourceful, and extremely customer-focused IT and desktop support professional.
Forges productive working relationships with business and technical stakeholders and processing a track record of excellence meeting client satisfaction and other key timed-service benchmarks. Microsoft and desktop hardware expert; offering a broad exposure across various manufacturers and models of enterprise-class hardware.
Timeline
Stonehenge Resources, LLC
05.2016 - 02.2023
Desktop Support Technician
Insight Global, Revlon
12.2015 - 04.2016
Sr. Desktop Support Technician
Actavis + Allergan Pharma
03.2015 - 08.2015
ATOS
07.2007 - 10.2014
Desktop Support Technician
Cardinal Health
04.2000 - 06.2007
Desktop Support Specialist
PRUDENTIAL INVESTMENTS
09.1988 - 03.2000
Desktop Support Analyst
Catalent Pharma Solutions
Desktop Support Technician
L’Oréal USA
- 02.2023
Some College (No Degree) - Computer Science
KEAN UNIVERSITY