William Heidel
Staten Island,United States
Summary
Dynamic and creative IT professional located in the NYC area with over 20 years of experience in the IT field on the staffing, healthcare, education, and IT outsourcing industries. Looking for new challenges, learning new technologies. Resourceful with exceptional insight and knowledge of Operating systems LAN/WAN environment. Experience includes System Administration Active Directory, IT Specialist, and Desktop team lead. Proactive and hardworking team player with focused mentality and rigorous approach.
Overview
23
23
years of professional experience
Work History
Desktop Support Engineer
Randstad USA, Moodys Investors and Analytics
New York, NY
09.2022 - 03.2024
- Installed, configured and maintained computer hardware, software and peripherals.
- Provided technical assistance to users in person, via phone or email.
- Diagnosed and resolved hardware and software issues efficiently.
- Configured user accounts, permissions and passwords according to company policies.
- Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.
- Resolved printer problems remotely or onsite as needed by users.
- Provided training to end-users on basic usage of computer applications.
- Collaborated with other teams within the organization to resolve complex incidents quickly.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Migration Specialist
Mcann Partners, Kirkland and Ellis LLP
New York, NY
01.2022 - 08.2022
- Migration lead for large scale deployment of new Windows 10, O365, One Drive migration and new hardware configuration and deployment for client law firm.
- Build, configure and deploy Lenovo laptop devices with new Windows 10 image.
- Migrate old devices for new deployment of hardware.
- Ensure successful backup for One Drive, Office 365 and Ivanti personalization profiles.
- Follow in detail all quality checking for successful backup and post-deployment.
- Setup clients for Office setup and home customization.
Senior Desktop Support Specialist
Mount Sinai Health System
New York, NY
09.2013 - 07.2021
- Led Desktop EUS team in wide scale deployment of Win 7 to Win 10 migration.
- Assigned multiple projects for Desktop team Win 10 and hardware deployment projects for remote MSHS sites.
- Led Desktop Support team in migration issues/concerns of users to O365 and MDM Intune management.
- Assisted over 700 end-users with domain accounts and privileges issues by applying changes in Active Directory.
- Resolved over 400 cases where end users were trying to connect through VPN and their connection was rejected or blocked by troubleshooting error messages and applied hot fixes to their devices.
- Led team of 11 technicians to ensure end-users were provided with timely and high-quality Level 2 Desktop service.
- Provided Windows 10 and Mac OS support for over 1000 end-users, including troubleshooting and training within a critical health care environment.
Desktop Support Analyst
Continuum Health Care Partners
New York, NY
07.2008 - 09.2013
- Led Desktop EUS team in Successful migration of Windows XP users to Windows 7.
- Responsible for white-glove service and desktop escalations for Corporate VIP users for Health System.
- Diagnosed and serviced desktops, laptops, software applications and equipment such as printers and Windows AD print queues.
- Led team of six technicians to ensure end-users were provided with timely and high-quality service.
- Led wide scale deployment for local desktop support team to deploy PGP-Encryption on all mobile-based and laptop devices for VIP Corporate staff.
Desktop Support Technician
First Consulting Group
New York, NY
08.2005 - 01.2008
- Evaluated software testing, deployment and updates to maintain compliance with organizational mandates.
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
- Oversaw daily performance of computer use and maintenance.
- Participated in the evaluation of new end-user computing packages and equipment.
Desktop Support Technician
Cap Gemini Ernst & Young U.S., LLC, PEA Consulting
New York, NY
01.2001 - 07.2005
- Supported 300 + users across Beth Israel Hospital Campus in Brooklyn NY .
- Imaged computers for new deployment or replacements.
- Maintained a high-level of customer satisfaction by resolving tangible problems and concerns and consulted more technically experienced support specialists when required.
Education
Associate of Applied Science - Occupational Industrial Electronics
TCI College of Technology
New York, NySkills
- Laptops & Mobile Devices
- Technical support via Remote Services
- Active Directory
- Windows 10
- Service Now SOM
- Microsoft Teams
- Microsoft Intune MDM
- Mcafee, PGP Encryption
- Service Desk Support
- Hardware upgrades
- Hardware diagnostics
- Technical Applications Troubleshooting
- Team Player
- Supervision
- Flexible
Timeline
Desktop Support Engineer
Randstad USA, Moodys Investors and Analytics
09.2022 - 03.2024
Migration Specialist
Mcann Partners, Kirkland and Ellis LLP
01.2022 - 08.2022
Senior Desktop Support Specialist
Mount Sinai Health System
09.2013 - 07.2021
Desktop Support Analyst
Continuum Health Care Partners
07.2008 - 09.2013
Desktop Support Technician
First Consulting Group
08.2005 - 01.2008
Desktop Support Technician
Cap Gemini Ernst & Young U.S., LLC, PEA Consulting
01.2001 - 07.2005
Associate of Applied Science - Occupational Industrial Electronics
TCI College of Technology
Similar Profiles
Dasha WymesDasha Wymes
Commercial Real Estate Researcher at Moodys Analytics CorporationCommercial Real Estate Researcher at Moodys Analytics Corporation
Dasha WymesDasha Wymes
Commercial Real Estate Researcher at Moodys AnalyticsCommercial Real Estate Researcher at Moodys Analytics
Favour UmoruFavour Umoru
Receptionist at Randstad Canada(Investors Group Inc)Receptionist at Randstad Canada(Investors Group Inc)