Summary
Overview
Work History
Education
Skills
Certification
References
Technical Proficiencies
Timeline
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Nick

New York

Summary

Detail-oriented and highly skilled IT professional with over 20 years of experience in desktop support, technical troubleshooting, and network management. Proven ability to work under pressure, prioritize tasks, and deliver efficient solutions to complex technical issues. Adept at collaborating in team-oriented environments, providing high-level end-user support, and mentoring junior staff. Strong communicator with a deep understanding of technical concepts and the ability to translate them into actionable solutions.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Senior Desktop Support

Computer Guys Consulting Inc.
10.2019 - 05.2025
  • Provided comprehensive IT support for end-users, managing workstations, laptops, and networked peripherals, ensuring seamless operations across multiple client environments.
  • Trained and mentored junior team members, fostering skill development and ensuring high service standards.
  • Coordinated backup systems, tape rotations, and server support to safeguard client data integrity and disaster recovery processes.
  • Led efforts to evaluate and procure PC hardware and networking equipment, writing technical specifications and conducting product research.
  • Troubleshot and resolved hardware/software issues, minimizing downtime and ensuring optimal workstation performance.
  • Installed and tested customized hardware/software configurations across various operating systems.
  • Documented hardware failures, repairs, and installations, maintaining detailed records to track performance metrics.
  • Server administration via Active Directory, File & Print services, DNS, DHCP.
  • Configuring and deploying VoIP solutions.
  • Troubleshoot and resolve hardware and software issues on Microsoft Windows, Mac OS, iPad OS, and iOS devices.
  • Assist in deploying and installing software, hardware, and peripherals for clients.
  • Support mobile device management (MDM) using Microsoft Intune for securing and maintaining mobile devices used by clients.
  • Perform both on-site and remote support on all A/V systems, conference rooms, and live event support across all offices.

Desktop Support Specialist

CareConnect Health Insurance
07.2015 - 05.2019
  • Delivered on-site and remote desktop support to over 400 end-users, troubleshooting issues with PCs, mobile devices, and network printers.
  • Provided Active Directory support, including password resets and user management.
  • Specialized in mobile device support, including IOS/Android with Exchange Server connectivity.
  • Managed software and hardware installations, imaging/re-imaging systems using Ghost, and conducted pre-delivery testing for new software and hardware.
  • Delivered training for both technical and non-technical staff on various applications, improving productivity and reducing support requests.
  • Utilized ServiceNow ticketing system to track and resolve technical issues, ensuring customer satisfaction and timely issue resolution.
  • Installed, configured, and supported desktop systems, networking hardware, and peripherals.
  • Performed basic network troubleshooting, including connectivity issues and hardware malfunctions.
  • Supported mobile devices, such as iPads and Surface Pro devices, ensuring connectivity with company systems.

MIS Assistant Manager of Operations

Gracie Square Hospital
08.2009 - 04.2013
  • Managed the computer room’s day-to-day operations, ensuring timely processing of all computing tasks and report generation.
  • Administered Windows Server 2003 domain, including security and group policies, ensuring system reliability and data security.
  • Performed installations and configurations of RAID fault tolerance using IBM software, improving system uptime and reliability.
  • Provided on-site desktop support, troubleshooting and resolving hardware/software issues for hospital staff.
  • Led the deployment of virtual machines and the setup of wireless connectivity throughout the hospital, enhancing workflow efficiency.
  • Supported the implementation of VMware and other virtualization solutions, contributing to resource optimization and system scalability.
  • Ability to work with external vendors to conduct repairs / maintenance updates on devices.
  • Provide leadership to the Desktop Support Team including coaching as required.

Education

Associate of Applied Science Degree -

Skills

  • Technical Skills:
  • Operating Systems: Windows 7/10/11, Windows Server 2003-2019, Linux
  • Network Protocols: TCP/IP, DHCP, DNS, VPN
  • Hardware: Desktop PCs, Laptops, Xerox Copiers, Printers, Mobile Devices
  • Software: Microsoft Office Suite, Office 365, VMware, Sophos, Ghost Imaging, Microsoft Intune
  • Troubleshooting: Hardware/Software Diagnostics, Networking Issues, PC Performance
  • Certifications: CompTIA Network, Microsoft Certified Professional
  • Tools: ServiceNow, Remedy, Active Directory, VMware, Exchange Server
  • Additional Skills: IT Inventory Management, End-User Training, Documentation
  • Soft Skills:
  • Strong Communication (Written & Oral)
  • Team Collaboration
  • Analytical & Problem-Solving
  • Interpersonal & Relationship Building
  • Prioritization & Time Management

Certification

  • Certifications:
  • CompTIA Network+
  • Microsoft Certified Professional

References

Available upon request.

Technical Proficiencies

  • Operating Systems: Windows 7/10/11, Windows Server 2003-2018, Linux
  • Networking: TCP/IP, DHCP, DNS, VPN
  • Virtualization: VMware
  • Security: Antivirus, Malware, Encryption, Network, Endpoint Security, Cloud
  • Tools: ServiceNow, Remedy, Active Directory, Exchange Server, RAID Configurations

Timeline

Senior Desktop Support

Computer Guys Consulting Inc.
10.2019 - 05.2025

Desktop Support Specialist

CareConnect Health Insurance
07.2015 - 05.2019

MIS Assistant Manager of Operations

Gracie Square Hospital
08.2009 - 04.2013

Associate of Applied Science Degree -

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