Ryan Sheridan
Philadelphia,PA
Summary
Customer-focused desktop support professional with 15 years of experience in diverse computer operating systems, applications, and hardware. Expertise in delivering rapid issue resolution, complemented by exceptional customer service and communication skills. Proven ability to multitask and build strong client relationships, contributing to overall team success. Committed to enhancing customer satisfaction and driving business growth through dedicated support and strategic partnerships.
Overview
21
21
years of professional experience
Work History
Information Systems Support Representative
D.B. ROBERTS, INC. Interstate Connecting Comp
Lumberton, NJ
01.2024 - Current
- Managed remote and desk-side PC support over the phone.
- Implemented setup for EU mobile devices via Intune/Azure.
- Executed thorough removal and replacement of peripherals including HDDs, batteries, and keyboards for EU PCs.
- Utilized the service desk ticketing system to handle and manage trouble tickets.
- Skilled in troubleshooting various operating systems including macOS, XP, Windows 7, 10, and 11.
- Executed switch replacement and configuration.
- Lead on different projects that include (Printer Replacement and Configuration throughout the building, New TV monitor replacement, PC Refresh Deployment, New Domain Cutover).
- Experienced with Azure and Active Directory administration. As well as O365, Intune Admin.
Senior Desktop Support Technician
L3HARRIS
Camden, NJ
01.2020 - 01.2024
- Company Overview: Department of Defense.
- Provided remote and desk-side PC support including imaging, deployment and troubleshooting.
- Streamlined configuration process for EU devices on Android and iOS systems via Intune
- Performed dismantling of hardware components such as HDD, battery, and keyboards in EU PCs.
- Utilized SERVICE DESK tools to track, update, and complete support tickets promptly.
- Proficient with software troubleshooting for Windows XP, 7, 10, and 11.
- Networking ( Switch Replacement & Config , Patch Cable Tracing and Punching down Cables)
- Lead on different projects that include ( Printer Replacement & Configuration through out the building, New Tv monitor replacement , PC Refresh Deployment , New Domain Cut over)
Desktop Support Senior Technician Level
AVID/DXC Technology
Philadelphia, PA
03.2018 - 09.2019
- Ensured effective customer support for both remote and on-site staff, serving 100-200 employees.
- Handled PC configurations in Active Directory by altering passwords, joining domains and placing devices into appropriate OUs.
- Resolved technical issues daily for PCs/Macs, printers, mobile devices, VOIP phones using expertise in Office Suite (O365 and various Outlook versions).
- Rolled out updated hardware solutions including brands like Lenovo, HP, Dell, and Apple.
- Configured systems to align with company standards on Windows 10, Windows 7, and Mac platforms.
- Installed approved software, migrated user data to new devices during system upgrades.
- Managed relationships with external vendors to resolve issues related to printing services, server upkeep, voice-over-IP problems, and network failures.
- Executed installation of Wi-Fi access points, cable networks, and server racks.
Desktop Support Technician Level
American Bible Society
Philadelphia, PA
05.2017 - 02.2018
- Imaging PC's to bring them to ABS Standards (Altiris/Ghost, WIN 10 & 7 OS, Mac Air & Pro)
- Active Directory (Changing Passwords, Joining PC's to the domain, Putting PC's in the proper OU)
- Ticket Support (Trouble Shooting END USER PC's/Mac issues as well Printers, Mobile Devices, VOIP PHONES, Office Suite (O365, OUTLOOK 10,13,16) Tier 1&2 Support
- Replaced end users old Hardware with new equipment (Lenovo, HP, Dell, Apple)
Desktop Support Technician (Contractor)
Subaru Of America
Cherry Hill, NJ
01.2017 - 05.2017
- Project manager lead (In charge of Deploying 1,000 machines WIN 7 and 10 as well software
- Imaging PC's to bring them to Subaru Standards (Altiris, WIN 10 & 7 OS)
- Active Directory (Changing Passwords, Joining PC's to the domain, Putting PC's in the proper OU)
- Ticket Support (Trouble Shooting END USER PC's issues as well Printers, Mobile Devices, VOIP PHONES, Office Suite (O365, OUTLOOK 10,13,16)
- Replaced end users with new Lenovo equipment (Lenovo X1 Yoga (GEN 1&2)
- Upgraded and migrated Window 7,8 & 10 OS
Desktop Support Consultant (Contractor)
Lower Bucks County Hospital
Philadelphia, PA
10.2016 - 01.2017
- Imaging PC's to bring them to EPIC Standards (Adding RAM, as well SSD)
- Active Directory (Changing Passwords, Joining PC's to the domain, Putting PC's in the proper OU)
- Ticket Support (Trouble Shooting END USER PC's issues as well Printers, Mobile Devices, VOIP PHONES, Office Suite (O365, OUTLOOK 10,13,16)
- Replaced end users with new Lenovo equipment and replacement with new hardware
- Upgraded and migrated Window 7,8 & 10 OS
IT Consultant (Contractor)
Iroko Pharmaceuticals
Philadelphia, PA
01.2016 - 10.2016
- Replaced end users with new Lenovo equipment
- Provides end user support to users onsite as well IROKO various Sales Reps across the country (Software & Hardware)
- Upgraded and migrated Windows 7 OS and Office Suite 2010/365
- Installed and identified additional software/hardware needed by the end user
- Provided Device Support (via AIRWATCH) Iphone/Android
- Trouble Shoot hardware and software issues from a day to day operation
Level II Desktop Support Analyst
Stradley Ronon Stevens & Young
Philadelphia, PA
11.2014 - 01.2016
- Upgraded and migrated Window 7,8 & 10 OS and Office 10/13
- Provided End User support to users onsite as well traveled to New York & Washington DC various times to provide support to Stradley Satellite offices
- Replaced end users with new Dell Laptops as well Microsoft Surface
- Reset passwords unlocked user account in Active Directory as well making sure PC's are in the correct OU, as well troubleshoot issues in Microsoft Office Suite 2010/2013
- Troubleshooted Hardware and Software issues using Service Desk Ticketing System
Level II IT Support Technician
Nelson Interior Design
Philadelphia, PA
10.2013 - 11.2014
- Upgraded and migrated Windows 7 OS and Office 2013
- Provided End User support to users onsite as well NELSON various clients across the country while working in a Windows 7
- Participated in upgrade from Office 2010 to 2013 ( Outlook 2013, MS Lync)
- Reset passwords and unlocked user account in Active Directory as well making sure PC's are in the correct OU, as well troubleshoot issues in Microsoft Office Suite 2010/2013
- Troubleshooted all Hardware and software issues
Windows 7 Upgrade Support Technician (Contractor)
Erickson Global Services
Philadelphia, PA
04.2013 - 10.2013
- Upgraded and migrated Windows 7 OS and Office 2010
- Replaced end users old devices with new Dell equipment as well downloaded and configured software according to the end user profile
- Adherence to Pre and Post Image
- I migrated windows 7 users software either by network or USB Device throughout Erickson
- Installed and identified additional software and or hardware using software
- I setup and ensure that WIN & imaging, application was installation successful
- Setup new printers installs and test printing capability
- Provide desk side user support for win 7 migrated users
Wireless/Data Specialist/IT Manager
Wayport INC/AT&T/Sheraton City Center
Philadelphia, PA
08.2008 - 12.2012
- Manually installed Wireless floater Access Points for meeting events for large clients
- Configured and Setup SSID for Cisco 1100 Access Points throughout the Hotel Building
- Manually mounted and Set AP (es) in certain areas of the building
- Provided support by telephone and e-mail for users
- Troubleshooted all hardware/software issues (Via Guest & Internal Employees)
- Reset passwords and unlocked user account in Active Directory
- Troubleshooted issues in Microsoft Office Suite 2007
- Set –Up & Managed all wireless meeting events for different end users such as AT&T, MERCK, GSK, Microsoft, United States Government just to name a few of the clients I worked with
- Troubleshoot Microsoft operating systems Windows XP, Windows Vista, Windows 7
Desktop Support Administrator XP Upgrade Team Lead
TEKsystems, Wyeth Pharmaceutical Dell, INC/ AI DuPont/ Nobel Learning Communities
Philadelphia, PA
05.2004 - 08.2008
- Provided strong leadership in carrying out task and assignments for my team
- Provided technical support for Windows 2000/XP AD users as well Monitored and brought down image for Windows XP
- Performed backup and restores for the user
- Migrated files from old hardware to new hardware
Education
Associate of Science - Computer Science/Networking
The Chubb Institute
Cherry Hill, NJ01.2004
High School Diploma -
Burlington County Institute of Technology
NJ01.2000
Skills
- Service Desk
- LanDesk
- Spiceworks
- Win OS, XP, 7,10,11
- Office Suite 2016
- O365
- Software installation
- Software Testing
- Restoring Data
- Extracting Data
- Configuring Mobile Devices
- VOIP Phones
- Troubleshooting
- Data Recovery Support
- Active Directory
- O365 Admin Portal
- MAC
- Sierra
- High Sierra
- Post Installation
- Set Up for Users
- Troubleshoot MAC Device Software
- SCCM 2012
- Installation of Wireless Access Points
- Cisco Meraki Routers
- Air Watch
- Post Op Imaging
- Alteris
- Jamf
- Ghost
- Printer Configuration
- Cannon
- HP
- Epson
- Konica
- PC Devices
- MAC Devices
- Dell
- Lenovo
- Mac Air
- Mac Pro
- HP
- Intune/Azure Support
Timeline
Information Systems Support Representative
D.B. ROBERTS, INC. Interstate Connecting Comp
01.2024 - Current
Senior Desktop Support Technician
L3HARRIS
01.2020 - 01.2024
Desktop Support Senior Technician Level
AVID/DXC Technology
03.2018 - 09.2019
Desktop Support Technician Level
American Bible Society
05.2017 - 02.2018
Desktop Support Technician (Contractor)
Subaru Of America
01.2017 - 05.2017
Desktop Support Consultant (Contractor)
Lower Bucks County Hospital
10.2016 - 01.2017
IT Consultant (Contractor)
Iroko Pharmaceuticals
01.2016 - 10.2016
Level II Desktop Support Analyst
Stradley Ronon Stevens & Young
11.2014 - 01.2016
Level II IT Support Technician
Nelson Interior Design
10.2013 - 11.2014
Windows 7 Upgrade Support Technician (Contractor)
Erickson Global Services
04.2013 - 10.2013
Wireless/Data Specialist/IT Manager
Wayport INC/AT&T/Sheraton City Center
08.2008 - 12.2012
Desktop Support Administrator XP Upgrade Team Lead
TEKsystems, Wyeth Pharmaceutical Dell, INC/ AI DuPont/ Nobel Learning Communities
05.2004 - 08.2008
Associate of Science - Computer Science/Networking
The Chubb Institute
High School Diploma -
Burlington County Institute of Technology
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