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Carol
carolmcdonald6929@gmail.com
617-599-9162
Charlestown, MA 02129
Senior Desktop Engineer
33 years experience W2
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Summary

A highly technical Information Technology Support Specialist with a strong background in desktop support & client services. A proven passion for Information Technology & User Support demonstrated by a vast number of special projects completed. Excellent track record for completing complex projects on time & to the satisfaction of the end-user.

Areas of Expertise

  • Information Technology
  • Project Management
  • Desktop Support
  • Deployment
  • Active Directory
  • Windows Operating Systems
  • Printers
  • Hardware
  • Software
  • Encryption
  • Training & Development
  • End-User Interfaces
  • Problem Solving
  • Policies & Procedures
  • Asset Management

Technical Skills

  • Microsoft Windows 10, 8/7/Vista/XP/2000/NT/Operating systems, MAC experience, Active Directory, SharePoint, Blackberry, iPhone, iPad, HP/Dell/Lenovo/Surface Pro, Android, Antivirus, Malware, Exchange, Outlook, Link, Office 365/Office Suite 2016/2013/2010/2007/2003, Patches, NetScaler, MDT, Salesforce, Auto Task, Service Now, Help Star, SysAid, HEAT, Remedy, Kace, Remote Desktop, Remote Assistance, PC Anywhere, LogMeIn, Team Viewer, Citrix, VPN, Ghost, SCCM, Altiris, Wise, Skype, FTP, Smartphone Support, ShoreTel, Avaya, Ricoh/ HP/Canon/Xerox Printer Support

Experience
Senior Desktop Engineer
Biotechnology
Dec 2017 - May 2018
  • Responsible for supporting 80 users both in-house and remote
  • Solid experience working with Windows 7 and 10
  • Imaged computes to Windows 10 via SCCM - USB Stick
  • Active Directory
  • Microsoft Office 2007 - 2016 & O365
  • Skype for Business, VPN, Wireless, BitLocker support
  • Sole IT Support for Cambridge and Woburn Office
  • Held Orientation for weekly New Hires
  • Created Knowledge Base Documentation
  • Remote Support using Go-To-Assist, Team Viewer, LogMeIn & ZenDesk
  • Worked with Salesforce, SysAid, Remedy, & ZenDesk
  • Video Conferencing Support
VPN MS Active Directory Windows Skype Salesforce MS SCCM BMC Remedy Desktop Support Customer Service Printers Office 365
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Senior Desktop Engineer
Chemicals/Pharmaceuticals
Jun 2016 - Jun 2017

Job Ended Due to Company Closure

  • Responsible for supporting 1000 users both in-house and remote.
  • Solid experience working with Windows 7 and 10.
  • Advanced AD Experience. Modifying records (users, groups, OU Structure).
  • 0365 Knowledge and an understanding of supporting Exchange Mailbox.
  • Skype for Business, Mass360 MDM support, Citrix, VPN, Wireless, BitLocker support.
  • Lead Technician for implementation to move to Windows 10, Office 365, and Surface Pros. Gathered information on what equipment to order (Laptops vs. Surface Pros), what applications would need version updates, who required dual monitors, etc.
  • On-Call scheduling and coverage.
  • Remote Support for field staff and on-call hours. Used several different tools (Remote Desktop, Team Viewer, Tight VNC & Join.Me).
  • Responsible for imaging and training users who moved from laptops to Surface Pros.
  • Microsoft Surface Tablet support, iPad, HP, and Dell support.
  • Imaging new desktops/laptops for users moving away from Windows 7 to Windows 10. Re-imaging of laptops/desktops using SCCM.
  • Responsible for managing all technicians' tickets and assignment of new tickets in ServiceNow. Held weekly team meetings with all technicians to review any outstanding/difficult tickets for resolution. Prepared monthly reports via ServiceNow to look for any trends that might require more senior-level support.
  • Created monthly knowledge base articles and posted on SharePoint site.
  • Provided Weekly Orientation Training for all new hires.
Citrix Desktops Laptops MS SharePoint Office 365 VPN Windows ServiceNow Training Skype Re-Imaging Desktop Support Customer Service Printers
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Senior Lead Technical Support/Project Management/Deployment Specialist
Information Technology
May 2015 - Jun 2016
  • Imaging new desktops/laptops for all users that were receiving new computer hardware. Re-imaging of laptops/desktops using Ghost, SCCM & Altiris.
  • Provided 3rd level technical support to all remote offices, carefully fielding their service problems & assisting them with all technical support necessary.
  • Maintained & updated a hardware/software database that was vital to the successful document & program storage of the entire company.
  • Set up new hire equipment, provided device training for new users & successfully terminated users who were no longer in need of using equipment.
  • Created new user accounts according to policies & procedures. Maintained security requirements, account modifications in Active Directory & quickly answered all tickets in the Help Desk queue.
  • Problem solves Help Desk calls that came from remote sites or local users. Provided quick solutions to ensure the root cause of this issue was fixed.
Desktops Laptops Project Management Training Technical Support Re-Imaging MS Active Directory Customer Service Printers MS SCCM
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Desktop Support Engineer
Healthcare
Jan 2015 - Feb 2015

Contract Job Ended

  • Expertly fielded Help Desk calls & emails. Ensured all employees were forwarded to the correct department to quickly resolve their problem.
  • Retrieved voice mail & routed the messages to the proper person. Assisted in the placement of return calls or prompts for additional information if necessary.
  • Ensured the effective use of Remote Management software to resolve problems & update end users.
  • Documented all actions to resolve problems to store them in a lessons learned archive for future use.
Desktop Support Remote Project Management Technical Support
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Lead Desktop Support
Professional/Consulting Services
May 2014 - Sep 2014

Contract Job Ended

  • Imaged new desktops/laptops for all users that were receiving new computer hardware.
  • Re-imaged laptops/desktops using Ghost, SCCM & Altiris.
  • Installed upgrades on all PC's from Windows XP to Windows 7.
  • Utilized problem-solving skills to troubleshoot hardware & software issues, printers, WI-FI & mobile devices.
  • Managed all information technology assets by protecting them in a secure area.
  • Analyzed & maintained the help desk queue to quickly identify & solve end-users technology problems.
  • Created useful documentation to assist end-users in solving their own problems using prepared data.
  • Assisted all users in setting up videoconferencing materials to ensure a smooth & successful meeting.
Database Upgrades Desktop Support Desktops Laptops Printers Windows MS SCCM
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Desktop Support Engineer
Information Technology
Jan 2014 - Feb 2014

Contract Job Ended

  • Acted as the Lead Technical Support for approximately 200 users both remote & desk-side.
  • Utilized expert knowledge of troubleshooting to problem solve many user requests quickly & easily.
  • Maintained the hardware & software database to ensure all applications were maintained properly.
  • Created all new user accounts, security restrictions & account mod Active Directory.
  • Led the technician migration of Windows XP to Windows 7 with accuracy & accountability.
  • Supported end-users with all iPhone, Android & Blackberry devices by investigating their issues & assisting them with downloaded content.
  • Ensured the support ticket queue was properly & accurately managed by all technicians on the team.
  • Procured all devices, software & any other hardware that was required by end-users.
Desktop Support MS Active Directory Windows Technical Support Problem Solving
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Desktop Support/Project Manager/Deployment Specialist
Utilities/Energy
Aug 2013 - Dec 2013

Contract Job Ended

  • Acted as the Lead Technical Support for approximately 200 users both remote & desk-side.
  • Utilized expert knowledge of troubleshooting to problem solve many user requests quickly & easily.
  • Maintained the hardware & software database to ensure all applications were maintained properly.
  • Led the technician migration of Windows XP to Windows 7 with accuracy & accountability.
  • Supported end-users with all iPhone, Android & Blackberry devices by investigating their issues & assisting them with downloaded content.
  • Ensured the support ticket system Help Star was maintained & tickets were answered in a timely manner.
  • Procured all devices, software & any other hardware that was required by end-users.
Citrix Desktop Support Project Management Windows Technical Support Problem Solving
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Senior Desktop Migration Specialist/Senior Desktop Support
Information Technology
Oct 1988 - Apr 2013
  • DentaQuest, Senior Desktop Migration Specialist/Senior Desktop Support: Jan 2013 – Apr 2013
  • AT&T Unified Communications, Lead Desktop Migration Specialist: Aug 2012 – Dec 2012
  • Haley & Aldrich Inc., Senior Desktop Support/Desktop Migration/Project Manager: May 2001 – Apr 2012
  • Vinfen Corporation, System Administrator: Oct 1988 – Dec 2001
desktop migrations Desktop Support Project Management Technical Support System Administration
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Edit Skills
Non-cloudteam Skill
Education
Skills
Desktop Support
2018
26
Technical Support
2016
26
Project Management
2016
25
desktop migrations
2013
24
System Administration
2013
24
Customer Service
2018
2
Desktops
2017
2
Laptops
2017
2
Printers
2018
2
Re-Imaging
2017
2
Training
2017
2
Windows
2018
2
Citrix
2017
1
MS Active Directory
2018
1
MS SCCM
2018
1
MS SharePoint
2017
1
Office 365
2018
1
ServiceNow
2017
1
Skype
2018
1
VPN
2018
1
Asset Management
0
1
BMC Remedy
2018
1
Database Upgrades
2014
1
FTP
0
1
Netscaler
0
1
Problem Solving
2014
1
Remote Project Management
2015
1
Salesforce
2018
1