Benedict Samonte Email & Phone Number

• Worked as a Senior Desktop Support Analyst for Cancer Centre.• User support for all departments in the Centre related to Deskside (Varying degrees).• VIP/EXEC Support.• Added user access on AD for users (Members of Tab).• O365 Admin, assigning E3 licenses for new hires, take out licensing for offboarded users.• O365 Admin, Azure and Exchange access. (Depends on admin permissions given).• ServiceNow Ticketing system for Ticket Management.• Sophos AV/Console use for managing Laptops/Desktops.• Supported VPN Issues-Cisco AnyConnect Application.• Configure/Support IP Phones (Polycomm VX401) via use of Fluent Cloud(FluentStream).• Use of Teams and Tiger Connect for messaging (HIPA Compliance).• Remote Support for Work from Home users.• Use of Datto for Remote login to devices.• Use of Microsoft Deployment Tool to Image Laptops/Desktops.• Supported Lenovo/Dell Desktops and Laptops.• Maintained Conference rooms and Training room for Workplace use.• Worked on Tasks assigned by Management.• Support/Fix Printer Issues (driver, spooler and related issues).• Support VM /MVD platforms.• Part of IT Emergency support team.• Work with 3rd Party vendors for Parts deliveries and such.

• Hands on technician for Windows 7 to Windows 10 Migration project (Short Term).• Responsible for upgrading to Windows 10 OS while also providing end user support.• Doing refreshes changing old Dell Desktops to the Mini form factor (Optiplex 7070).• Make note of Printers local and network before refresh.• Floor walkthrough to find devices. (Department location).• Install Scanners depending on Unit. (Fujitsu Scanners).• Work with user or department schedule prior to Deployment.• Do USMT Backup on old PC Prior to change and USMT restore on new PC.• Day Support after Deployment.

• Working as a Deskside Support Analyst on Client location, Exec Support• AD administration (Password resets and PC/laptop Joining).• MDM Configuration for Bit-locker compliance. (GPE)• Windows 10 and OSX support (working knowledge), Projects as directed by Client. • Office O365 Support (Outlook Client and Office apps)• Trend Micro AV client implementation (Enterprise) • Use of Kaseya Console Agent Client installations for Managed Environment.• Microsoft RDP, Kaseya Remote Control System, Remote Support for US Based users.• Salesforce Support (Salesforce for Outlook add-in issues).• Fresh Service ticketing system (similar to ServiceNow).• JIRA ticketing service for escalation for DevOps and Sparq support (backend).• Microsoft Azure Domain Admin – Intune (Level 1 admin)• VDI Install/Config, Support issues within the VDI environment. (Sparq VM)• Video Conferencing/Meeting setup-Polycom/Epson equipment. • Support IP Phones SFB migrated to Microsoft teams.• Imaging and deployments as per for Desktop and Laptops. (Existing users and New Hires)• Used Acronis Snap Deploy 5 tool for creating company Image for Lenovo and HP laptops.• Coordinate with vendors for Laptop warranty repairs via chat and email.• Laptop Configuration, Application Installs and setup and WatchGuard VPN install before deployment.• Maintain Inventory – up to date asset information in Ticketing systems.• iPhone and Android asset tracking from Ticketing system (Serial and EMEI info).• Main VIP Support for Corsearch.• Overall Deskside support.

• Working as a Deskside Support Analyst (Senior) on Client location, Site Lead for NYC location.• In charge of Tech Bar (Kiosk) Operations for WK in NYC• Desktop support duties, VP Support (25 percent as needed), AD administration.• Windows 10/7/8.1 and OSX support (working knowledge), Project Leads as directed by Client.• Managing Techs on Projects. (O365, SMB Refresh, Corsearch and Kodak Scanners/PC Refresh and GRC Refresh).• One of primary support for O365 migration, Office 2013/2016 upgrade.• Worked on Incidents/requests tickets Through Service Now Ticketing system (SNOW)• McAfee/EPO AV Implementation/Administration (EPO Console) • Client is managed by Big Fix (IBM) for-Client installations for Managed Environment.• Salesforce Support (Salesforce for Outlook add-in issues).• VDI Install/Config, Support issues within the VDI environment.• Video Conferencing/Meeting setup-Polycom/Epson equipment. (Ticket Requests).• Imaging and deployments as per ticket requests for Desktop and Laptops.• Use of USMT tool for Data backup and restore.• Overall Deskside support for Multiple BUs in NYC site• Designated VIP Support Backup when Main Support is Unavailable.• Working as a Deskside Support Analyst on Client location, Desktop support duties.• VP Support, AD administration, Windows 10/7/8.1 and OSX support, Project Leads as per Client. • Managing Techs on Projects. (O365, SMB Refresh, Corsearch and Kodak Scanners/PC Refresh and GRC Refresh). One of primary support for O365 migration, Office 2013 upgrade.• Use of USMT tool for Data backup and restore.• Worked on Incidents/requests tickets on Remedy.• Bitlocker enforcement as per WK Policy, Mbam 2.5 implementation (Part of AD Administration).• Remedy Ticketing System- Incidents and Request Tasks.• Salesforce Support (Salesforce for Outlook add-in issues).

• Desktop Support Lead who managed 4 Dell technicians on Windows 7 migration.• Active Directory Administration (Move PC’s and Laptops on correct OU in Active directory during Upgrade process).• Support Investment Banking, Equities and Fixed Income.• Office Installs (Office 2007 – 2013); Manual and through Altiris. (Standalone, Office 365).• Outlook 2010/2013 email Configuration on User Profile.• Backup/Restore User PST files to new PC or laptop.• Outlook Troubleshooting issues depending on Ticket.• Use of SCANPST Utility to fix PST Corruption and related issues.• Windows 7 upgrade through Lite Touch and Zero Touch deployments.• Scheduled and pushed through Altiris.• USMT backups for users again through Altiris• Installed Market Data applications, Thompson One, Bloomberg Terminal, Intex calc, and Capital IQ.• Installed Excel and PowerPoint add ins depending on Business Unit.• Installed Citrix Desktop, Citrix Receiver Enterprise (depends on User Group), or Citrix Plugin Full.• Upgraded conference PC’s, Smart Boards to Windows 7 via Altiris.• Supported VIP when Project was ongoing.