Desktop Support Engineer or Desktop Support Analyst

JONATHAN MALAVE 170 ACADEMY STREET APT B22 * JERSEY CITY, NJ 07306 * PHONE (862) 684-3801 EMAIL [email protected] OBJECTIVE New opportunity in Information Systems Support role that continues to challenge my creativity, communication, and technical skills in a well established organiz ation. My personal goal is to always provide exceptional customer service, and t he best possible solutions to enhance the average users experience with end-poin t technology. EXPERIENCE 2010 It By Design New York, NY Senior Desktop Support Engineer (1/10 - 11/10) * Manage Multiple Clients as Primary On-Site Support Engineer, Ensuring Client S atisfaction * Serve as Point of Escalation, Consulting Level I, & Level II Support Technicia ns * Perform Full Network Assessments, Provide Clients with Recommendations for Lon g-Term Solutions, and Implement Solutions with assistance from Senior System Eng ineers * Perform Monthly Maintenance of Managed Client's Network, Review and Ensure Hea lth and Optimal Performance of Servers, System Backups, Managed Network Devices, and Desktop PCs * Responsible for Creating, Tracking, and Updating Client Service Request Ticket s * Ensure Network Security: Firewall Assessment (SonicWall), Spam Filtering (Syma ntec Mail Security, Barracuda), User Permissions (Windows Domain), Anti-Virus (S ymantec Endpoint, ESET NOD32 ) * Ensure Business Continuity by Implementing Data Backups (Symantec Backup Exec 12.0, SonicWall CDP 200) and Internet Failover Solutions (2 ISPs, SonicWall TZ20 0) * Basic Support of Windows Small Business Sever 2003, 2008 on Dell Power Edge Ha rdware; Exchange 2003, 2007; SonicWall TZ 170, 190, 200, and Barracuda 300 Fir ewall Devices * Install, Configure, and Support Client VPNs utilizing SonicWall Global VPN Sol ution * Full Support for Microsoft Windows XP, Vista, Windows 7, Office 2003, 2007, & BlackBerry Devices * Install, Configure, & Support Dell/HP Desktop PCs, Laptops, HP/Canon Network P rinters, and Linksys, Netgear Managed Wireless Routers & Access Points * Provide On-Site and Remote Technical Support for all Client Hardware, and Soft ware Related Issues 2009

CompuForce Inc, Assignment: United Nations New York, NY

Desktop Support Analyst (8/09 - 1/10) * Support and Configure Blackberry Phones (Curve 8500, Tour 9630, Bold 9000) for Email, Contacts, & Calendar Synchronization * Full Support for Microsoft Windows XP, Office 2003, and IBM Lotus Notes 6.5 8.0 * Install, Configure, & Support LENOVO Desktop PCs, and HP Network Printers. * Perform On-Site Re-Imaging and Upgrades from Windows 2000 to Windows XP SP3 * Backup & Migration of End-User's Windows XP Profile Data from Old to New Deskt op PCs. * Train End-Users with Fundamental Instructions, Usage of BlackBerry Devices, an

d Client Software. * Provide Technical Support for all Client Hardware, and Software Issues relevan t to Installation Tasks. * Perform Site Surveys for Available\Functioning Ethernet RJ45s & RJ11 Wall Jack s, and WiFi - Wireless Access Points. * Assist in Resolving Physical Network Connectivity Issues through Logging, Repo rting, Testing, & Communicating with Network Administrators. * Responsible for Logging & Reporting all Installed\De-Installed Computer Equipm ent Asset Information in ServiceCenter 6.0 - Tracking System. 2007

CyberShift, Inc. Parsippany, NJ

Desktop Support Engineer (8/07 - 8/09) * Full Support for Microsoft Windows XP, Office 2003, Symantec Enterprise (Antiv irus/Ghost) Sophos Enterprise (Antivirus/Firewall), NetScreen VPN Client, Avaya Softphone, TrueCrypt Encryption, DeviceLock, Softrax & ChangePoint Software * Support and Configure Blackberry Phones for Email Synchronization with IPSwitc h Mail Server * Network Troubleshooting and Support for all Client Access to LAN, Wireless Acc ess Points, & VPN * Install, Configure, & Support HP Desktop PCs, DELL/HP Laptops, and HP Network Printers * Provide Technical Support for all Users On-Site, in Remote Offices across the US, and Canada. * Manage User Accounts of Windows 2003 Domain, and Avaya Phone Systems (add/move /changes) * Level 1 Support for Avaya VOIP SoftPhone and Voice Mail Systems * IPSwitch (POP3\SMTP) Mail Server User Accounts and Distribution Lists Administ ration * Equipment, Software Inventory, Management, & Purchasing utilizing CDW Online S tore, Sales Rep, and Asset Management Software: Track-It!, Microsoft Excel * Full Support for Symantec Backup Exec: Desktop & Laptop Options (End-User Data Backups) * Monitor, Report, and Assist in resolving issues in Production Environments and Servers utilizing Reporting Systems: Tripwire, Host Monitor, Snort, and Kaseya. Accomplishments (CyberShift, Inc.) * Recommended and Implemented Hard Disk Encryption Solution (TrueCrypt, Open Sou rce) Firm Wide. This allowed the company to save about $12,000 of the estimated cost of the project. * Independently Tested, Planned, Deployed, & Managed Sophos Enterprise Endpoint Security Software (Antivirus/Firewall) Firm Wide to over 200 Windows XP Clients & 300 Windows 2003 (Production) Servers. Trained IT Staff in Management\Configur ation & Deployment Processes. * Independently Supported over 200 On-Site and Remote Users with Technical Issue s. This saved company resources, such as allowing the System Engineers\Administr ators to focus more of their time and efforts in Supporting the Companies Infras tructure and Production Environments. 2006

Flavor & Fragrance Specialties Mahwah, NJ

Desktop Support Technician (3/06 - 8/07)

* Full support for Microsoft Windows XP, Terminal Server, Office 2003 Suite. & A dobe Photoshop * Install, Configure, & Support all Desktop Computers, & Laptops * Provide Technical Support to over 50 clients Onsite and Remote Offices * Full support of all Network & Desktop HP Printers * Provide Support & Training of Ricoh Multiplex Printer/Scanners * Setup and Support Video Projectors, Presentations and Web Conferencing * Manage User Accounts of Windows 2003 Domain, and Exchange Server (add/move/cha nges) * Administration of Secure Door System, ID Cards & Accounts * Responsible for Server Data Backups and Restorations utilizing Symantec Backup Exec * Responsible for Technology related Supplies & Printer Cartridge Purchasing * Train Summer Interns on proper procedures to support onsite staff * Document Standard Operating Procedures, Troubleshooting, and Deployment Proces ses * Planning and Deployment of Windows Fundamentals to over 50 Workstations firm w ide EDUCATION 2007 The Chubbs Institute, Parsippany, NJ Computer Networking & Security Program (3/06 - 3/07) * PC-System Assembly, Upgrade, Configuration, Troubleshooting and Repair * Computer Forensics Data Recovery Using Linux Systems * Implementing Local Area Networks & WAN Concepts * Network Protocols: TCP/IP, DHCP & DNS Set-Ups and Configuration * LAN/Wireless Network Security Implementing Antivirus, Firewall, & Data Encrypt ion * Windows 2003 Server: Domain, Active Directory, & Group Policy Management * Exchange 2003 Server Installation, Outlook Web Access, & POP3, IMAP Set-Up & C onfiguration * Linux Systems: Server Installation, Shell Scripting, Directory Permissions & U ser Management * Range of Training/Proficiency in Microsoft Systems (Windows 9X, 2000, XP, 2003 Server) QUALIFICATIONS CompTIA A+, Network + Certification