Vincent Guempsen
Queens
Summary
Talented IT Support Specialist with a natural ability to understand the needs of businesses and users. Experienced in troubleshooting and providing desktop support for Windows and Mac systems. Demonstrated expertise in resolving problems quickly on the first call. A versatile IT Support Specialist excelling at offering clients easy-to-understand guidance and actionable advice. Consistently making a positive impact on customer interactions and engineering efforts for supported products. Known for being detail-oriented, organized, and meticulous in all tasks. Works efficiently at a fast pace to meet tight deadlines. An enthusiastic team player eager to contribute to the company's success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Core BTS.Inc
09.2021 - Current
- PC and hardware support including computers, tablets, cameras, interactive whiteboards and projectors, printers, etc
- Troubleshooting hardware and software issues
- Repair and replacement
- Setup and configuration
- Driver and software upgrades
- Operating System and Application support
- Computer reimaging
- Help with desk ticket remediation
- Provide support for additional technical staff
- Communicate directly with Director of Technology, and Board of Education / general assembly support
- Provide setup / breakdown of I.T
- Resources required for BOE meetings and other general assemblies
Deskside Support Technician
Custom Computer Specialists
03.2021 - 08.2021
- Handling incoming calls to the help desk via phone, email & walk-in
- Monitoring and following up calls in help desk queue
- Providing support for hardware/software issues in person and over the phone
- Following up to closed tickets to ensure customer satisfaction
- Providing resolutions and assistance with Windows related problems
- Providing resolutions and assistance to Apple users
- Providing resolution and assistance to standard supported applications: MS Office, Browser programs, and other supported proprietary applications and systems
- Documenting and assigning tickets to related IT groups as needed for further support
Tech Support Intern
NYC Department of Education (DOE) DIIT
05.2020 - 03.2021
- Assist in setup of new computer equipment in classrooms and offices and installing software
- Ensure that LCD projectors, smart boards, and other related audio/video equipment function
- Troubleshoot hardware and software problems
- Configure wireless devices to access DOE network
- Maintain technology equipment inventory
- Work with Help Center to ensure timely repair
- Aid in the use of technology equipment
Education
Bachelor of Science - Information Systems Management
CUNY York College
Queens, NY05.2020
Skills
- Operating Systems: Windows, macOS, iOS, Android, Chrome OS
- Cisco Meraki, Meraki MDM, Apple School Manager
- Active Directory (AD)
- MS Office suite, Microsoft Intune
- Asset Management & Inventory System: Tip Web IT, One to One Plus (1to1pluscom)
- IT Tickets Management: Spiceworks, Zoho Desk, Freshservice
- Student Information System (SIS): Infinite Campus, PowerSchool
- Remote Support Software: Goverlan Reach, Remote Help (Microsoft Intune)
- Networking: TCP/IP, IP, DNS, DHCP, LAN/WAN, VoIP
- Web: HTML, CSS, JavaScript, WordPress
Certification
Cybersecurity Workforce Alliance-The Threat Within (IQ4 & CUNY York College)
Timeline
IT Support Specialist
Core BTS.Inc
09.2021 - Current
Deskside Support Technician
Custom Computer Specialists
03.2021 - 08.2021
Tech Support Intern
NYC Department of Education (DOE) DIIT
05.2020 - 03.2021
Bachelor of Science - Information Systems Management
CUNY York College
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