PIERCE Puckette Jr
Queens Village,NY
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
26
26
years of professional experience
Work History
Technical Support
Wes Cancel Elevator Draftsman, Inc
Brooklyn, NY
08.2002 - 03.2015
- Instrumental in increasing workflows by 30 percent by coming up with solutions to resolve numerous workflow issues
- Translated complex technical issues into digestible language for non-technical users
Desktop Support Consultant
WARNER MUSIC GROUP
New York, NY
01.2001 - 01.2002
- Fixed desktop users' technical problems with remote analysis and expert diagnostic abilities
- Traced root causes of technical failures with systematic approach to troubleshooting desktop hardware and software problems
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
Desktop Analyst
HBO
NEW YORK, NY
01.2000 - 01.2001
- Provided technical assistance for 2500 users in mixed Mac/PC environment
- Performed implementation and troubleshooting of Microsoft Exchange mail migration project.
Tier 2 Technical Support Specialist
iSeclabs
New York, NY
01.1999 - 01.2000
- Supported client engagements, lead deployment teams while functioning as 2nd level support for workstations, maintained servers, desktop backups, and performed remote support for clients and users.
Desktop Support Technician
CIBC World Markets
NEW YORK, NY
01.1998 - 01.1999
- Fixed 1000's of desktop users' problems with remote analysis and expert diagnostic abilities
- Patched software and installed new versions to eliminate security problems and protect data
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation
L2 Desktop Support Engineer
HBO
NEW YORK, NY
04.1997 - 01.1998
- Redesigned and implemented file conversion procedures for Mac data files to PC data files which streamlined access to 1000's of client/company files
- Identified and resolved hardware, software, and network problems with good troubleshooting abilities and strong technical knowledge.
Desktop Rollout Consultant
PARIBAS
New York, NY
01.1997 - 04.1997
- Conducted end user support daily for 200 plus users
- Supported standard applications including MS Office and maintained internet connectivity, terminal services etc., Remote computing, etc.
Desktop Engineer
FLOWERS – NEW YORK
Westbury, NY
01.1996 - 01.1997
- Answered 100's of user inquiries regarding computer software or hardware operation to resolve problems
- Worked successfully with Windows systems, Mac operating systems, and wide-ranging software programs typically used by staff.
IT Help Desk Technician
NOVARTIS PHARMACEUTICALS
East Hanover, NJ
01.1995 - 01.1996
- Rolled out 2000 Windows NT 4.0 workstations and supported NetWare client connectivity issues in network environment.
CAD Operator
CBA Elevator Consultants, LLC
Hackensack, NJ
08.2017 - 10.2021
- Developed CAD drawings from hand sketches, verbal instructions and site visits.
- Calculated mathematical formulae to develop and design detailed specifications for components and machinery with computer assistance.
Draftsman
B-Design Drafting Services
BROOKLYN, NY
07.2016 - 07.2017
- Designed and prepared layouts for fences, stairs, and millwork for various contractors
- Conducted off-site surveys to gather information for clients' projects.
CAD Operator
Vertical Systems Analysis Inc
NEW YORK, NEW
03.2015 - 03.2016
- Designed elevator layouts using AutoCAD for 100's of contractors to obtain jobs and building permits
- Worked to resolve challenging technical issues with various elevator plans
- Developed CAD drawings from hand sketches, verbal instructions and site visits.
Education
Certificate of Completion, Full Stack Web And Mobile -
Development
04.2022
Bachelor of Science - Information Technology, Information Technology Support
University of Phoenix
Tempe, AZ02.2012
Associate of Applied Science - Computer Science
LaGuardia Community College of The City University of New York
Long Island City, NY12.1990
Skills
- Problem-Solving
- MS Office Suite
- iPadOS
- Hardware upgrades
- Maintenance
- macOS
- Windows
- Backup and recovery
- Linux
- End-User Support
- Troubleshooting
- Technical Support
- Networking
- Remote Desktop
- TCP/IP
Timeline
CAD Operator
CBA Elevator Consultants, LLC
08.2017 - 10.2021
Draftsman
B-Design Drafting Services
07.2016 - 07.2017
CAD Operator
Vertical Systems Analysis Inc
03.2015 - 03.2016
Technical Support
Wes Cancel Elevator Draftsman, Inc
08.2002 - 03.2015
Desktop Support Consultant
WARNER MUSIC GROUP
01.2001 - 01.2002
Desktop Analyst
HBO
01.2000 - 01.2001
Tier 2 Technical Support Specialist
iSeclabs
01.1999 - 01.2000
Desktop Support Technician
CIBC World Markets
01.1998 - 01.1999
L2 Desktop Support Engineer
HBO
04.1997 - 01.1998
Desktop Rollout Consultant
PARIBAS
01.1997 - 04.1997
Desktop Engineer
FLOWERS – NEW YORK
01.1996 - 01.1997
IT Help Desk Technician
NOVARTIS PHARMACEUTICALS
01.1995 - 01.1996
Certificate of Completion, Full Stack Web And Mobile -
Development
Bachelor of Science - Information Technology, Information Technology Support
University of Phoenix
Associate of Applied Science - Computer Science
LaGuardia Community College of The City University of New York
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