ROGER KWAN
Sr. Desktop Engineer / Team Lead
Brooklyn,NY
Summary
Solutions-oriented Information Technology professional with a solid background of experience in system administration, configuration, and maintenance.
Exceptional performance in installing, configuring, and supporting technology solutions instrumental in contributing to bottom-line savings to clients; broad-based and ever-expanding repertoire of technical skills.
Proficient at providing remote and onsite hardware / software installations, support, and service to new and existing clients. Top-notch troubleshooting and issue resolution strengths.
Out-of-the box thinker possessing the necessary skills and mindset to identify emergent technologies that perform in divergent environments, surmount obstacles, and achieve goals.
Strong interpersonal skills including persuasion, negotiation, conflict management, and customer relations.
Results-oriented self-starter who exemplifies strong leadership, discipline, enthusiasm, and energy within a well-organized environment.
Overview
2024
2024
years of professional experience
Work History
Desktop Support Engineer
Novell
- Provided end-user support to 1000+ within federal environment running on a, and Windows system platform, providing 1st- and 2nd-level support for Microsoft Office and IMIS applications
- Tracked trouble tickets within PeopleSoft
- Established new accounts and completed configurations for each team member
- Collaborated with Network Engineers to ensure 100% uptime of all connectivity resources across all buildings
- Conducted daily backups for senior management to prepare for DR activities
- Performed cable management within the server room
- Maintain patches and drivers for Lexmark and HP printers.
Desktop / Network Support Engineer
Production Networks
New York, NY
03.2009 - Current
- Assisted in troubleshooting management and user problems relating to Operating System issues (Win9x, NT, XP, Win 2000, and 2003), Network Connectivity, TCP/IP configuration, upgrades, MS Office products and Internet connectivity
- Supporting our clients via phone, email, remote login and/or on-site as necessary via pro-active and reactive visits
- Creating new users, configuring laptops, and setting up their desks/workstations
- Troubleshooting day-to-day technical issues and assisting with daily requests
- Working trouble tickets from creation all the way through resolution or escalation
- Prompt and thorough documentation of all work via our ticketing system
- Documenting assets, configurations, passwords, processes, etc
- And maintaining current and accurate documentation
- Help lead and prioritize the support team’s workload
- Suggest and organize team-building activities
- Monitor team performance and report on metrics
- Act as resource to the rest of the team for rapid decisions and direction
- Help to coordinate escalations
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Help identify areas where Standard Operating Procedures (SOPs) don't exist or need further work and help improve those processes
- Participate in efforts to drive the improvement of First Response Group performance with respect to service levels and support activities (e.g., manage dashboards, SLA’s, KPI’s
- Risks/issues)
- Performed upgrades, installation of software and drivers and essential desktop troubleshooting
- Deployed updates, service packs and hot fixes using Windows Update, Automatic Updates, and Group Policies
- Installed logical printers on a print server and preparing print server to host clients
- Troubleshooting hardware peripherals like printers’, modem etc.,
- User rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need
- Assisted on on-site visits and hardware troubleshooting and local system upgrades.
Sr. Lead Technician Engineer
Biral Soft
04.2021 - 04.2022
- Knowledge of Active Directory and application-based user account management
- Experience with network technologies and with system, security, and network monitoring tools
- Understanding of basic ITIL principals preferred
- Provide daily IT Service Desk oversight by ensuring user inquiries are addressed efficiently and effectively - Monitor the Incidents and Tasks queues and set urgency as applicable
- Ensure escalations are troubleshooted and documented per established standards
- Monitor timely first contact of all user inquiries in the queue
- Experience interacting with high-level executives, senior management, and business teams to ensure high Quality training solutions are implemented and aligned with the business objectives and operational needs
- Ensure colleagues’ follow-up and communication is performed per established standards
- Experience developing enterprise-wide training and learning strategies including blended learning and eLearning solutions as well as training documentation for multiple modalities
- Experience leading a team to plan, design and develop end-user training strategy, including developing course curriculum, structure, content, and delivery methods to produce high-quality, engaging training
- Experience developing and creating training videos from start to finish, including writing script, storyboard, and editing, as well as adding closed captions
- Experience using presentation platforms to deliver group training sessions as well as large auditorium training sessions
- Evaluating the effectiveness of training and adjusting as needed to ensure success of change management efforts
- Experience with project management, including using organizational skills to multi-task and manage time across multiple initiatives
- Experience using a Learning Management System to track registration and record participation in training sessions as well as working with MS Office Suite, WebEx, Adobe Suite (Captivate, Connect, Creative Cloud), MS Project, JIRA, Snagit, and SharePoint
- Project leader capacity or as a major contributor on a complex project
- Perform Quality Assurance of daily user inquiries, documentation, timely resolution, implementation of new
- Services
- Identify trends, create Problems, spearhead issue resolution, communicate with IT Operations groups - responsible for outage remediation
- Champion collaboration and provide up-to-date information and troubleshooting guidance to Tier 1 and Tier 2 technicians
- Work with Tier 1 and Tier 2 technicians to improve day-to-day colleague inquiry flow and identify urgent Matters
- Work with Tier 2 group in ensuring that knowledgebase articles are created as necessary and are kept up t to date
- Coach, mentor and train all support Tiers and Service Desk roles, ensure knowledge transfer
- Act as a SME and handle escalated colleague inquiries
- Escalate colleague inquiries to other IT Operations groups as necessary - Facilitate aging inquiries team calls, provide guidance for resolution or escalation as applicable
- Act as a liaison for technology and business groups
- Experienced in team lead management, leadership, and coaching
- Experienced in team building, motivational, reward and recognition techniques, and conflict management
- Ability to manage Tier 1 and Tier 2 team members by identifying tasks for each member according to specific situations
- Strong customer service mindset
- In-depth understanding of Service Desk processes and best practices, daily functions like quality assurance monitoring, coaching, and escalations
- Knowledge of ITIL processes of incident, problem, change, release, asset, knowledge, and configuration Management
- Knowledge of performance metrics, KPIs, SLAs and OLAs
- Ability to assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance
- Experienced in diagnosing and resolving advanced technical issues
- Understanding of security best practices and risk mitigation
- Highly organized and able to multi-task and manage multiple projects and competing priorities without sacrificing accuracy or efficiency
- Excellent communication and presentation skills with the ability to communicate effectively across various departments and levels of the organization
- Facilitate creation and implementation of continuous improvement ideas, processes, and knowledgebase articles based on industry best practices (ITIL)
- Strong background in Microsoft AD and user management, Group Policy, NTFS permissions, M365 cloud services
- Strong-demonstrated understanding of VPN, LAN, WAN, Wi-Fi, and MFA technologies.
Lead \ Sr. Technician Engineer Remote
Ssquad, Li Fung
New York, NY
03.2020 - 03.2021
- Support to provide in Customer Office and Retail Shops within respective city
- Engineer must travel to Retail shops as and when required depend on requests
- Work with Tier 2 group in ensuring that knowledgebase articles are created as necessary and are kept up to date
- Coach, mentor and train all support Tiers and Service Desk roles, ensure knowledge transfer
- Act as a SME and handle escalated colleague inquiries
- Escalate colleague inquiries to other IT Operations groups as necessary.
Lead Desktop Engineer Remote
Hirani Engineering & Land Surveying, P.C
Hicksville, NY
09.2019 - 03.2020
- Co-ordinate with UK Service Desk, Operations Managers and Tower Leads for issue resolution and service requests
- Research and identify solutions to issues independently
- Diagnose and troubleshoot technical issues
- Keep all calls, interactions and details logged within our CRM (Autotask)
- Properly escalate unresolved issues to either a higher level or to a 3rd party
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their issue is fully resolved after an issue
- Document technical knowledge in the CRM, Provided internal staff and external clients at remote sites which provides civil and structural engineering, land surveying, laser scanning, construction inspection/management, site safety, special inspection, and vibration monitoring services
- Project management duties included managing desktop rollout projects, creating, and editing instructional documentation, software projects from conception to implementation, and delegating rollout projects to desktop support technicians
- Supervised and trained help desk and desktop support staff
- Consulted and advised on IT infrastructure project plans best suited for clients’ needs
- Provided 1st, 2nd, 3rd level support for Windows 7 and 10, Office365
- Also provide support for remote offices
- Collaborated with software and hardware vendors on external clients’ technology needs which required attention to detail to produce customized and tailormade solutions for clients
- Provided network, server, and desktop support on implementation, maintenance, and preventative care for all clients
- Complete LAN room setup includes running CAT5/6 network cable, physically racking Cisco Routers, Cisco Catalyst model switches and Dell PowerEdge servers
- Assisted in migrating Exchange 2010 to Office365
- Built, configured, and managed Windows 2008 R2/ 2012 Servers in various dynamic network environments
- Created and modified Windows Server domains, promoted domain controllers, create user accounts, modified NTFS permissions, created shares, created OU’s, configured DNS, DHCP, Group Policy all via Active Directory using Windows 2008- 2012 Server OS
- Re-ate and administered virtual servers, allocated storage on SAN using VMware Infrastructure Client 6.5
- Experience using Citrix Access Management & Citrix Presentation Server
- Installed, configured, and maintained Symantec BackupExec using DLT/LTO tape drives
- Administered Windows 2008 R2 PXE Servers, Com Boot Services Responsible for weekly server backup rotations using VERITAS Backup Exec 10
- Utilize Norton Ghost 15, Acronis, to create images
- Android, iPhone, and Blackberry support for all internal and external users
- 24/7 support provided onsite or via remote connection for internal and external high-end users
- Migrate all users from Windows XP to Windows 10
- Provided hardware support for Dell and HP desktops and Presario laptops
- Performed moves, adds, changes on Verizon VOIP voicemail system
- Managed various Microsoft Access databases to monitor laptop loaners, projectors, and thumb drive inventory in circulation
- Provide support and monitoring the license usage of AutoCAD AEC Collection on the server
- Provide support to Bentley MicroStation users
- Provided support for CrushFTP, Filesite 4.1, Deltaview, SharePoint
- And Microsoft Team
- Utilized ConnectWise ticketing system for opening work orders and inventory
- ConnectWise Automate for remote monitoring, patching, and Asset management
- Utilized AWS to setup host for THOR application which interact with vibration monitor services
- Utilize IOT to setup the Micromate to generate visual reports and charts for the clients.
Sr. Desktop LAN Admin Engineer
Con Edison – Astoria
College Point, NY
11.2015 - 09.2019
- Provided technical support for over 15,000 users company wide
- Provide hands-on desktop support for servers, desktops, laptops, printers, and mobile devices
- Supervised and trained help desk and desktop support staff
- Setup and configure workstation setup for users including hardware, software, and all peripherals
- Participate in testing and evaluating new hardware and software as well as making technical recommendations
- Perform diagnostics on hardware including PCs, network printers, and troubleshoot LAN & Wireless connectivity issues
- Administration of mobile devices such as iPhone and Android devices using Air Watch Mobile Device Management
- Imaging PCs using Norton Ghost, SCCM 2012 Deployment Tools, Windows Easy Transfer migration tool, SCCM
- Software packaging and SMS Bulk Deployment tools to build and deploy various customized Windows 7 and 10 OS images
- Utilize BitLocker to encrypt hard drive on multiple computers, Utilize Blancco and Microsoft Data Eraser to perform disposal of computers
- Manage, deploy, and configure Cisco networking equipment collaborating on projects working closely with network engineers and other internal departments
- Create and maintain a library of technical documentation and provide training to both users and technical staff
- Conduct MS PowerPoint presentations to both technical staff and users on upcoming technology plans
- Build, configure, and manage Windows 2008 / 2012 R2 Server in various dynamic network environments
- Active Directory experience to create users, assigning folder permissions, home directories, security groups, as well as print management, DNS, IIS, DHCP and Group Policy
- Build virtual servers using VMware, (VCenter / vSphere) allocating resources and storage, performing maintenance, and migrating physical servers over to virtual machines (P to V) in effort to reduce existing company hardware
- Create, assign, and escalate tickets when necessary, using HP Service Manager ticketing system
- SharePoint 2010 administration experience including creation of sites, worksites, and workplaces, lists, document libraries, exporting and importing critical data, editing web parts, site views implementing workflows; creating table relationships using MS Access 2010
- Participate in meetings with vendors on decisions regarding future design and infrastructure plans
- Conduct interviews, hiring recommendations, and manage train tech staff on company policies and procedures
- Provide off-hours support when necessary to perform system upgrades and maintenance
- Participate in a 24/7 on call rotation to provide support for company emergencies and events.
Sr. Desktop/ Field / Network Support Engineer
AE BackOffice, Stellar Management and Extell Development
New York, NY
05.2010 - 10.2015
- Provided support to all levels of end users around 400+ users between both companies which consisted of multiple properties and their corporate office
- Supervised and trained help desk and desktop support staff
- Setup and configure multiple users onto Microsoft Office 2010 or Office 365 to obtain company emails
- Worked in a roll-out project, provided and setup new pcs as required or converted windows XP operating system to windows 7
- Setup and configure blackberries, iPhone, Android designated to user for company email via Active Sync or BES
- Utilize SharePoint as a content management system to share documents with groups
- Utilize Lync and Cisco Jabber as instant messenger to communicate internally within the companies
- Utilize Cisco Call Manager 10.5 to set up new phones and to administrate the VOIP system
- Manage and maintain server’s functionality for files on Windows 2003 and 2008 R2 servers, AD, BES, Microsoft Exchange 2010, and print server
- Monitor all server’s health to ensure that they are optimized and running efficiently
- Utilize SCCM to manage devices, including packaging deployment, and Remote support
- Assisted remote users on Cisco AnyConnect to connect back onto the centralized office to utilize the resources
- Assisted the network team with setting up and configuring Cisco switch and routers to connect the remote offices for point-to-point connection back to the centralized office
- Utilize Symantec Backup Exec 2010 R3 to perform daily and weekly backups and swap out backup tapes weekly and store them for four weeks prior to getting reuse
- Installed SEPM onto multiple workstations, laptop, and servers to protect them from viruses, and malware
- Created images with Acronis, configured and joined workstations onto the domain to ensure that the users can access emails, network drives, and printers
- Applied all the necessary updates on servers, workstation, and laptops including installing all the necessary applications
- Resolve any network connectivity issues that the properties may have connecting back to the corporate office
- Perform all integrated and upgrade of pc hardware
- Worked as a team member for data migration to replicate data from old server to new server
- Administering active directory, resetting, unlocking, disabling user accounts
- Utilize Global Relay for email searching or Archiving
- Utilize ShareFile to send out large documents or sync and share files with other users or clients
- Administering EMC 2010 to create user’s mailbox, distribution list and managing permission on user’s mailbox
- Utilize AD to setup, disable users and create GPO or security groups
- Setup virtual machines on VMware vSphere 5.x to connect onto the HP MSA2040 SAN via ISCSI and V Motion and Palo Alto.
Desktop / Field Support Engineer
Long Island Power Authority
Uniondale, NY
05.2009 - 05.2010
- Provided functional and technical support to upper managements and end users, troubleshooting, and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems
- Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment
- Tracked and de-escalated technology and both computer and telephone equipment systems
- Expertly installed, configured, monitored, and troubleshot PC's and related hardware on all OS platforms
- Oversaw the investigation and resolution of hardware and software issues both remotely and onsite
- Collaborated with telecommunication team to troubleshoot T1 lines and company-wide phone problems
- Procured, received, documented, and tracked inventory of all computer equipment and software licenses
- Performed diagnostic testing on PC equipment and ensured printers were up and always running
- Resolved Windows and Internet Explorer issues on desktop and laptop
- Identified and removed computer viruses and provided major repairs in accordance with outside vendors
- Performed wiring and daily maintenance of internal computer systems
- Resolved Windows related issues, Internet Explorer issues and other PC software related issues
- Monitored and troubleshot LAN, installed, and configured routers and switches, and generated weekly reports., Installed, configured (using imaging software), maintained and troubleshot applications
- Provided second level support to Technical Support Center
- Produced backup software for distribution and maintenance of all computers and peripherals
- Ordered and distributed consumable supplies for peripherals and oversaw all computer repairs and maintenance
- Maintained accurate, complete, and up-to-date inventory records of all computers and printers
- Coordinated the logistics of technology requirements and setups during multiple office relocations
- Respond and address all IT-related queries via chat, email, phone, or in-person
- Training other staff members in troubleshooting and diagnosing problems
- Providing technical assistance for all IT-related questions and problems related to computer systems, software, and hardware
- Setup and maintain Mitel IP phones
- Support daily performance of computer systems
- Walk users through problem-solving process
- Install, modify, and repair computer hardware and software
- Clean up computers as required
- Run diagnostic programs to resolve problems
- Resolve technical problems with Networks
- Install computer peripherals including network printers for users
- Follow up with end-users to ensure the issue has been resolved!
- Provide project support for active directory SAML integration.
FICO
Novartis and Sheraton Hotel, Jersey
, New
01.2009 - 05.2009
Desktop Support Engineer
Fischer Francis Trees & Watts
New York, NY
01.2007 - 01.2009
- Assisted in troubleshooting upper management and end user problems relating to Operating System issues, Network Connectivity, TCP/IP configuration, upgrades, MS Office products, Lotus Notes 6.5, Sales Logic, Bloomberg, GS Redi Plus Trading platform and Internet connectivity
- Performed upgrades, installation of software and drivers on existing workstations Built (using imaging software) and deployed new workstations for users due to the expiring leases
- Deployed updates, service packs and hot fixes using WSUS, and Group Policies
- Ordered and distributed consumable supplies for peripherals and overseeing all workstation repairs and maintenance
- Manage the configuration and performance management of all workstation systems and telecommunications
- Installed logical printers on a print server and prepared print server to host clients
- Troubleshooting hardware peripherals like printers, copiers, and faxes
- Performed maintenances like ordering and replacing of toners and fuses when required
- Performed User rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need
- Maintains passwords, data integrity and file system security for the desktop environment
- Install, configure, and maintain back-end and front-end systems, as well as LAN and WAN
- Recommend hardware and software solutions and upgrades using established procurement processes
- Installed, configured, maintained, and troubleshoot applications
- Comply and generate an up-to-date inventory record of all workstations, printers, and servers.
Desktop Support Engineer / System Administrator
Christian Brothers Investment Services, CBIS
New York, NY
01.2006 - 12.2006
- Provided functional and technical support to upper management and users, troubleshooting, and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems
- Performed the installation and updating of software, as well as the setup and troubleshooting of all equipment
- Tracked and de-escalated technology of both computers and telephone equipment systems
- Expertly installed, configured, monitored, and troubleshot PC's and related hardware on all OS platforms
- Oversaw the investigation and resolution of hardware and software issues both remotely and onsite
- Collaborated with vendors to troubleshoot T1 lines and company-wide phone problems
- Procured, received, documented, and tracked inventory of all computer equipment and software licenses
- Performed diagnostic testing on PC equipment and ensured printers were up and always running
- Resolved Windows and Internet Explorer issues on desktop and laptop
- Identified and removed computer viruses and provided major repairs in accordance with outside vendors
- Performed wiring and daily maintenance of internal computer systems
- Resolved Windows related issues, Internet Explorer issues and other PC software related issues
- Monitored and troubleshot LAN, installed, and configured routers and switches, and generated weekly reports
- Performed servers’ maintenance utilizing the HP Insight Management Console.
Desktop Support Engineer
E-Trade Financial
New York, NY
12.2002 - 12.2005
- Provided support for the Institutional and the Retail side of the business
- Act as a break fix desktop support analyst supporting sale traders, block traders, DMA (Direct Market Access) and upper management
- Build and configure Brass workstations, assisted the traders with Bloomberg, U2, B2, Light Speed, Retail Signal, Thomson One, Briefing.com, Pink Sheets, Smart Loan applications and work with vendors during market hours to provide additional support to resolve issues in a timely manner
- Build and configure workstation and laptop for Retail which is the marketing side of the company
- Provided support and set up Blackberries for the users Since this is a Microsoft environment Outlook is utilized heavily
- Provides support for Citrix and VPN users at the branch offices
- Setup projector and internet access for vendors in the conference room; utilize Softricity as the core application in virtualization and software streaming tool to reduce the amount of application compatibility testing needed when deploying new applications, upgrades, and patches
- This is served centrally and delivered directly on to the user’s desktop in an isolated, virtualized image, minimizing application-related alterations to the operating system and compatibility challenges with other applications
- Worked with the system admin to address servers and network issues in the environment; utilize BigFix to provide real-time visibility and control support on users’ desktop
- This would enable anytime/anywhere security and management service delivery for any computer, fixed or mobile, anytime/anywhere, at enterprise scale with minimal investment in additional dedicated infrastructure.
Desktop / Field / Network Support Engineer
RICHARD FLEISCHMAN & ASSOCIATES
New York, NY
01.1999 - 12.2002
- As part of the Information Technology Group, provided ongoing 24x7 onsite and remote 2nd and 3rd -level technical support to multiple hedge fund clients, collaborating with field, desktop, break/fix support team members
- Previous Level I, II and III specialist experience required
- Strong communication and team collaboration skills
- Deep knowledge of IT systems, computers, peripherals, and networks,
- Knowledge of Microsoft Exchange, Active Directory on-premises and cloud
- Knowledge of SSO and SAML integration
- Windows Server, Linux and VM Administration
- Office365 administration
- Support ticketing system administration
- Ability to perform laptop and printer repairs
- Knowledge of backup utilities e.g., Arcserve UDP and Veeam Backup
- Efficiently resolve issues related to connectivity, account management, email, and desktop / workstation support and upgrades, ensuring compliance with all service levels
- Supported Microsoft Windows Desktop, Remote Connectivity Platform, Microsoft Exchange, and Server OS platforms Outlook, Outlook Express, TCP/IP network, Network Operation Console (NOC), Compaq and
- ProLiant servers, HP Insight Management, SolarWinds, DS View, Netbotz, MOM (Microsoft Operations Manager), VPN, SonicWALL, PCAnywhere, RDP, Citrix Metaframe, as well as servers, workstations, printers, routers, firewall, switches; served as local point of contact for administration and maintenance of servers, backups routines and network OS software
- Troubleshot, researched, and resolved escalated problems and incidents, including local and network printers
- Chrome Enterprise, Google Admin Console, G Suite, Chrome OS, Chromebooks, peripheral configurations, Citrix
- Collaborate with senior administrators to support and upkeep heterogeneous LAN environment
- Maintain servers, install patches and monitor performance of all configurations
- Track and troubleshoot hardware degradation; conduct diagnostic test reports on all servers, including temperature monitoring
- Respond immediately to any server issues
- Coordinate with third-party technical teams to troubleshoot / escalate system issues
- Deploy and support PDA (BlackBerry) devices using BlackBerry Enterprise Server
- Ensured a positive client experience
- Applied comprehensive knowledge and understanding of company ideology, vision, and mission
- Traveled moderately to conduct needed site visits
- Acted as pre-sales engineer, to assess and document client needs
- Gained a solid reputation for exceptional performance and outstanding ability to research and recommend new / emergent technologies; consistently able to recommend proactive solutions to support / advance client environment
- Utilized Visio to maintain and create technical documentation
- Effectively managed assigned projects, communicating special client needs / issues to management
- Tracked time spent on client concerns
- Played a key role in deploying and configuring a VPN with Sonic Wall, supporting users during launch and throughout upgrades to ensure optimal performance and productivity.
Desktop Support Engineer
IBM – DEUTSCHE BANK
New York, NY
01.1996 - 01.1999
- Charged with oversight of diverse installation, upgrade, roll-out, and troubleshooting projects for Windows-based (98, XP) networks with an emphasis on systems running proprietary applications
- Significantly enhanced remote access through installation and configuration of VPN, Remote Desktop, Remotely Anywhere PC Anywhere, VNC, and NetMeeting systems
- Orchestrated system upgrades to enhance stability and performance on Windows 98/XP platforms, including information backup, new system builds, and application migration
- Customized settings to ensure optimized performance
- Coordinated desk-side and remotely with users to provide efficient issue resolution, ensuring adherence to established SLA and OLA standards
- Implemented Ghost software and advanced disaster recovery procedures using Veritas and Retrospect Pro to correct historical trend of single-drive data protection
- Consistently ensured a positive client experience
- Participate as team members on the Client Technology Engineering team to meet support and project demands including package distribution and device updates using Ivanti LANDesk updates, Wyse Device Manager, and other tools
- Support the G Suite deployment through multiple go-lives including device engineering, tool evaluation and selection, software and configuration distribution, issue resolution
- Participate in design, testing and implementation of ChromeOS and Chrome devices in a large banking environment
- Includes UEM tool selection and implementation to support the legacy and the new Google-based infrastructure
- Support a Windows domain consolidation project which includes consolidation of user and computers domains
- Daily operational and project support for external clients
- Proficient experience and/or knowledge of following toolsets & technologies:
- Experience and/or knowledge of following toolsets & technologies
NATIONS DEVELOPMENT PROGRAMME
UNITED
New York, NY
01.1995 - 12.1995
Desktop Support Engineer
ROTHSCHILD INC
New York, NY
01.1994 - 12.1994
- Consulted with a leading global corporate finance advisor specializing in mergers & acquisitions, corporate restructurings, private placements, structured finance, securitizations, and project finance
- As member of IT Department, interacted regularly with upper management and end users to provide phone support on software issues
- Provided desktop support on applications such as FactSet, I Manage, and Microsoft Offices
- Provided assistant with remote connectivity and deployed ghosted desktops and laptop with core / business applications
- Utilized Citrix Meta frame to perform shadowing for end users
- Performed mapping of network drives and installed printers for end users
- Provided support to upper management at home office
- Streamlined efficiency by creating inventory spreadsheets to perform asset tag management functions.
Desktop Support Engineer
FRANKLIN FIDUCIARY TRUST INTERNATIONAL
New York, NY
01.1993 - 12.1993
- Consulted with a leading global trading firm throughout their migration efforts from Windows 9x’s to Windows 2000, performing builds and installations of core/ business applications
- Collaborated with the IT Department in California to resolve software problems following migration and deployment
- Printed user’s registration form from their Access database
- Manually installed and configured software such as Bloomberg, Reuters, Baseline, and Vestek to designated users on the trading floor
- Performed swapping of hard drives, mapping of printers, and configured PDA on Compaq EVO workstations and laptops
- Coached and mentored technicians in back-up processes, building competence image prior to deployment
- Installed and configured Cisco VPN for all laptop users so they can securely dial in at remote locations
- Performed asset tag management to track computer inventory and expenditures.
Desktop Support Engineer
JP MORGAN CHASE / DELL COMPUTERS
New York, NY
01.1992 - 01.1993
- Consulted with a leading global financial firm throughout their migration efforts from Windows 9x’s to Windows 2000
- Performed migration connections from token rings to Ethernet on Dell workstations and laptops to their Zen Works Novell and NT Network servers in Chase
- Utilized Blue Current to deploy One Desk Application associated with Dell
- Conducted backup and restoration of user files/printers’ settings to new workstations/ laptops
- Utilize installation scripts to install hardware/software and run automated test processes
- Used BMI to load workstation products and reload user data onto PCs
- Implemented scripts to fix Lotus Notes and CRM system
- Configured all end-user applications
- Performed generic and basic tests to ensure connectivity and proper installation of hardware/software
- Ensured consistent implementation throughout project life cycle by maintaining communication with Site Manager and closely monitoring migration efforts.
Desktop / Field Support Engineer
BOVIS LEND LEASE CORPORATION
New York, NY
01.1989 - 01.1992
- Helped divergent offices and project sites for one of the world’s leading companies in the project management and construction services industry
- Participate in all facets of planning, budgeting, and implementing user-specific technology requirements
- Configured and set up Xypex routers via telnet to setup trailers T1 lines utilizing ADTRAN CSU/DSU
- Ensured each office was properly equipped for its size and staff usage
- Retrieved old cases from database for lawyers utilizing Pc Docs
- Utilized Remedy to track open tickets and manage daily work log
- Collaborated with management to develop and implement appropriate resolutions in the event of service degradation
- Implemented NetMeeting and PC Anywhere to provide remote communication support to management and end-users
- Ensured optimal performance throughout each office by installing field network equipment at remote locations and consistently monitoring server usage, network performance, backups, and available disk space
- Rendered first through third-level telephone support to upper management and end-user desktops / laptops
- Additional experience includes tenures with New York Army National Guard
Sr. Lead Technician Engineer \ Team Lead \ Project Manager
TCS (Tata Consultancy Services) MSP
1 1 - 1 1
- Troubleshot Tier 3 issues for customers, Identified and resolved bugs, and coordinated with the IT team to drive enhancements and refine service delivery for end users by standardizing IT procedures
- Manage a team of 20 system administrators, network engineers, help desk technicians, and IT personnel to provide end user support and execute $3M IT initiatives, including large scale system migrations and networking projects
- Serve as the IT point of contact for client accounts valued at $500K to $2.5M, which includes troubleshooting Tier 1 technical issues, deploying technology solutions, and executing large-scale installation and network projects across customer sites
- Trained staff on a new employee computer access protocol
- Lead meetings with the IT department and C-level executives to create technology roadmaps and define long-term IT strategy for the organization
- Assisted end users in using new and existing technology; provided coaching and one-on-one training
- Answered new hire questions regarding Microsoft Office
- Test software performance throughout the desktop network to ensure peak performance
- Handled employee requests for help with technical issues on Mac and Windows desktops and applications
- Helped train and support newly hired help desk personnel
- Install, upgrade, support, and troubleshoot Windows OS, authorized desktop applications, hardware, and peripheral equipment
- Coordinate prompt emergency responses to prevent loss of any key corporate data
- Analyze secure authentication and procedures for client businesses and propose solutions to mitigate risks, improve user authentication, and enhance security
- Performed software and hardware installations, upgrades, and maintenance
- Drafted new step-by-step technical instructions for several of the company’s most-used software programs
- Ensured utmost security of proprietary or password-protected data
- Monitor organization’s networks for security breaches
- Conduct penetration testing to locate vulnerabilities in system and strengthen security before vulnerabilities could be exploited
- Work with management to develop training materials and procedures for cybersecurity
- Provided reports to management and government clients regarding network security status and Configure antivirus software to fully protect IT environment
- Monitor the performance of the computer systems and address issues as they arise
- Provide technical support for software reconfigurations to aid in function customization
- Install computer hardware and software on desktops to keep versions current
- Initiate and complete Microsoft Windows server operating system updates
- Network with LAN/WAN and active directory for continuous company connection
- Responsible for the maintenance and repair of routers, switches, and backup systems integral to network functionality
- Recommended new policies, procedures, and technology
- Conducted forensic technical investigations including packet analysis
- Developed and initiated new security procedures, including laptop check, data leakage prevention and anti-virus roll out
- Coordinate and execute preventative maintenance and remedial repairs on computers, laptops, printers, and peripherals
- Return defective equipment to maintenance inventory, document customer repairs, and maintain and restock parts inventory to maintain spare parts levels
- Monitor, operate, manage, troubleshoot, and restore service to terminal service clients, PCs, or notebooks with authorized access to network
- Installed, upgraded, and verified hardware and software applications
- Managed laptops, desktops, and printers companywide
- Authored second-line support team manuals and maintained support standard operating procedures
- Assisted in firewall maintenance throughout the network environment to maintain a secure system
- Served as the Microsoft Windows desktop operating system resource person to quickly address complex user issues
- Performed configuration testing of antivirus software in a networked environment
- Completed password changes and supplied active directory support
- Installed both computer hardware and software
- Address and resolve various computer hardware and software issues for employees in 20 office locations.
Education
B.S - Information Technology
Provident University
MCITP and CCNA Certifications – Currently pursing online classes ` ROGER KWAN ROGER KWAN …Continued… - undefined
XINCON TECHNOLOGY
Skills
LAN / WAN / VPN Implementation & SupportDatabase Support & IntegrationTroubleshooting & Issue ResolutionEmail, e-Commerce, & Networking ApplicationsCustomer-focused OperationsCommunication & CollaborationEnd-user Training & SupportTECHNICAL BACKGROUNDPlatforms:Windows XP, 7, 81, 10, Win 2008 R2, Win 2012, Win 2016, Win 2019, Win 2022 and MacOS Ventura 1321Tools:Active directory, EMC 2010 (Exchange Management Console), Microsoft Office 2010, 2013, 2016, Office 365, OWA, Outlook Anywhere, Chromebook, MAC, JAMF, Express VPN, Cisco Anywhere, PCAnywhere, Google Suite (G-Suite) admin console, AWS Management Console, AirWatch, MDM (Mobile Device Management), Citrix, Intune, Azure, Cisco Call Manager 105, Cisco Jabber, Blackberry Enterprise Server, Microsoft Lync, Microsoft Teams, Slack, LastPass, Google Docs, Skype, WebEx, Zoom, Microsoft Meeting Sophos Anti-virus, SEPM (Symantec Endpoint Protection Manager), Viper Anti-virus, Bitdefender, McAfee, Webroot, Malwarebytes, Microsoft Forefront Protection, VMware 5x and 65 ESX (Virtual Host), ISCIS, VDI (Virtual Desktop Infrastructure), Net Motion 1141, Veeam backup, TCP/IP, DNS, WSUS, SMS, MOM, SCCM 2012, SCOM, Solar Winds, Websense, Microsoft SoftGrid, IBM Big Fix, MX Extreme, DS View, Avocent KVM, Black Box, HP MSA2040 SAN, Netbotz, SonicWall, Basic Cisco Commands, Bright Mail, BrightStor, Postini, Global Relay, Rack Space, BitLocker, Blancco, Microsoft Data Eraser, Veritas (Symantec) Backup Exec, Acronis Backup, Remedy Helpdesk Management, Track-IT, Magic, Heat, HP Service Manager, Spice Works, ConnectWise, ServiceNow, LANDesk, Zendesk, Dell Manage, HP Systems Insight Manager (HP SIM), Ivanti, Wyse Device Manager, Cisco AnyConnect VPN, Cisco Anywhere, Blackberry Desktop Manager, Lotus Notes, PowerShell, bat file script, PCAnywhere, Dame Ware, LogMeIn, Bomgar, Chrome, Microsoft Edge, Internet Explorer, Remote Desktop, Bomgar, LogMeIn Rescue, Symantec Ghost, Acronis imaging, Macrium imaging, NT Terminal WISE Terminal, Snap Server, Citrix Client, Checkpoint VPN, RSA Token, PC Docs, I Manage, Microsoft SharePoint, Fact Set, Vestek, Bloomberg, SunGard B2 and U2, Pink Sheet, Turrets, Baseline, Reuters, PeopleSoft tracking system, Epicor (Accounting System Software), Adobe Reader, Adobe Photoshop, AutoCAD, MicroStation, Adobe Illustrator, Yardi, Timberline, TimberScan, IOT (Internet of Things) Instatel Thor, Instatel Micromate, ShareFile, Crush FTP, Google Docs, Dropbox, Google Drive, ShareFile, and Microsoft OneDrive Connect Wise Automate, WebEx, Zoom, GoToMyPC, Meet, GoToMeeting, and SkypeHardware:HP Compaq, HP ProLiant, HP ProDesk, Dell, PC Compatibles, IBM (Lenovo) / Dell laptops, Microsoft Surfaces and Laptops hardware drivers and patches for modems, HP/ IBM/ Tektronics/ Konica Minolta printers and scanners, WYSE terminal, networking cards, DSL, Cable, 56K/T1, VPN, Xyplex and Cisco Routers, Cisco ASA firewall, ADTRAN CSU/DSU for 56K/T1 connections, Network Interface Cards (Token Ring, Ethernet, PCMCIA, Pocket Xircom), modems (Internet, External, PCMCIA), Palm, BlackBerry, iPhone, iPad, Android, and Microsoft Windows phoneFacilitate aging inquiries team calls, provide guidance for resolution or escalation as applicableAct as a liaison for technology and business groupsExperienced in team lead management, leadership, and coachingExperienced in team building, motivational, reward and recognition techniques, and conflict managementAbility to manage Tier 1 and Tier 2 team members by identifying tasks for each member according to specific situationsStrong customer service mindsetExperience in supporting Microsoft Windows 7,8,10 and MAC OSA good understanding of Active Directory domain environments including setting up, maintaining and trouble shootingUnderstanding LAN and network, switches, routers, WAN etc This includes an understanding of VLANs, switch management, firewall configurations, and broadband installationsUnderstanding of GPO's, DHCP, DNS, VPNKnowledge of basic networking, Wi-Fi, VPN, TCP/IPDepending on skill level involvement in varying projects from desktop roll outs to cloud, network, and server builds/migrationsVMWare includes building VMs and configurationExperience working with backup technologies including server restorationsDesirableUnderstanding of security products and landscape - including items such as DNS filtering, Office 365 securityUnderstanding about server hardware such as RAID creation and managementServer 2012r2, 2016 and 2019 experience forAbility to audit customers’ systems and see where gaps exist then look at systems and services to help strengthen those networksPrevious MSP experience or internal helpdesk supportExperience using Autotask, Datto RMMOutstanding oral and written communication and interpersonal skillsProven competency with computer systems, customer environments, and operational proceduresPrevious experience in technical troubleshooting, customer support, monitoring systems and knowledge of ticket and incident management, resolution, and escalation processesKnowledge of IT service operations and management Experience in a customer care and technical support in an IT environmentExperience in supporting Microsoft office and associated applications/add-ins supportExperience supporting users on Microsoft O365, MS Teams and MDM (workspace)Proficiency with Microsoft Office Applications Suite and SharePointExperience of SCCM automated build and software package deploymentExperience in supporting Hardware including thin clients, desktop, laptop, printers, and peripheralsExperience in supporting mobile devices (iPads, iPhones, Androids, etc)Co-ordinate with local vendors for hardware issues and replacement of equipmentExperience in fulfilling the Starter and Leaver requests (ie, set-up of desktop / laptop / IPAD, installing screens, patch port cabling, software configuration, mobile setup)Engineer to provide support in install and configure IT assets in Shop and work with vendors to for the sameAbility to learn about and support bespoke software applicationsExperience in supporting performance and client related issues resolutionsExperience of managing and completing desk moves and relocationsAsset management and recording ability Maintain and report hardware asset stockHands and Feet support for Infra devices (Network and Servers) Technical support on need basisFloor support during and post major incidents
Timeline
Sr. Lead Technician Engineer
Biral Soft
04.2021 - 04.2022
Lead \ Sr. Technician Engineer Remote
Ssquad, Li Fung
03.2020 - 03.2021
Lead Desktop Engineer Remote
Hirani Engineering & Land Surveying, P.C
09.2019 - 03.2020
Sr. Desktop LAN Admin Engineer
Con Edison – Astoria
11.2015 - 09.2019
Sr. Desktop/ Field / Network Support Engineer
AE BackOffice, Stellar Management and Extell Development
05.2010 - 10.2015
Desktop / Field Support Engineer
Long Island Power Authority
05.2009 - 05.2010
Desktop / Network Support Engineer
Production Networks
03.2009 - Current
FICO
Novartis and Sheraton Hotel, Jersey
01.2009 - 05.2009
Desktop Support Engineer
Fischer Francis Trees & Watts
01.2007 - 01.2009
Desktop Support Engineer / System Administrator
Christian Brothers Investment Services, CBIS
01.2006 - 12.2006
Desktop Support Engineer
E-Trade Financial
12.2002 - 12.2005
Desktop / Field / Network Support Engineer
RICHARD FLEISCHMAN & ASSOCIATES
01.1999 - 12.2002
Desktop Support Engineer
IBM – DEUTSCHE BANK
01.1996 - 01.1999
NATIONS DEVELOPMENT PROGRAMME
UNITED
01.1995 - 12.1995
Desktop Support Engineer
ROTHSCHILD INC
01.1994 - 12.1994
Desktop Support Engineer
FRANKLIN FIDUCIARY TRUST INTERNATIONAL
01.1993 - 12.1993
Desktop Support Engineer
JP MORGAN CHASE / DELL COMPUTERS
01.1992 - 01.1993
Desktop / Field Support Engineer
BOVIS LEND LEASE CORPORATION
01.1989 - 01.1992
Desktop Support Engineer
Novell
B.S - Information Technology
Provident University
MCITP and CCNA Certifications – Currently pursing online classes ` ROGER KWAN ROGER KWAN …Continued… - undefined
XINCON TECHNOLOGY
Sr. Lead Technician Engineer \ Team Lead \ Project Manager
TCS (Tata Consultancy Services) MSP
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