Christopher Lugo Email & Phone Number

Jersey City, Nj, Us

Hicksville, Ny , Us

Charlotte, Nc, Us

As a DMAC Technician for a global banking organization, my primary responsibilities included asset management, hardware configuration, technical support, and software configuration.Supported 3 Corporate offices in NJ and NY.• Asset Management - Oversaw laptop/desktop distributions and upgrades to staff and faculty, while managing who had what device within our BMC Remedy system. I imaged and installed all the software for the devices based on what the user needs for their role. Software such as Bloomberg, Visual Studio Code, Toad for Oracle, and more. I shipped equipment out to the user's home address or office. I scanned shipments of equipment that come in to update our inventory or scanned equipment that is being sent out for decommissioning.• Projects - I worked on several projects with the bank. We did hardware upgrades to two different corporate offices between me and two coworkers for over 800+ employees. I handled a decommissioning project for hardware that was no longer being supported and got the user's new desktops to replace their old machines. I handled data migration, software installation/configuration, and all the asset management for this project for roughly 50 desktops. I completed the project a month before the deadline and updated my work via excel sheets and ticket updates. I assisted in the Summer Internship project for the bank where we configure and deploy over 300 laptops for incoming interns. We prepared the laptops, their care packages with all the technical equipment they receive (docking stations, keyboards, mouse, locks, LAN/WAN troubleshooting and cabling) and managed all the assets associated to the project.• Tickets - My tickets varied from laptop/desktop configuration, installations, decommissioning, and reassignment. I installed various pieces of technology from monitors, desktops, Kensington locks, headsets, hard drives (SSD, M.2), thin clients, and docks. I've resolved 90% of my 2,000 plus tickets within the SLA time frame.

Singapore, Sg

As a Desktop Engineer for a global trading organization, my primary responsibilities include asset management, troubleshooting, technical support, and software configuration. Supporting 250 plus end users in New York, Brazil, San Franciso.Asset Management – Oversee laptop upgrades to staff and faculty, while managing who has what device within our Microsoft Endpoint and active directory. I image and configure all the software for the devices based on the staff’s roles and responsibilities. In addition to, managing SIM Cards, headsets, docking stations, monitors, and other pieces of technology.Collaboration – I have a segment of our weekly staff meetings to input and ideate on current issues, and upcoming plans and give updates on all working projects. Ultimately, I communicate findings, offer solutions/suggestions, and assist with the planification of the next steps for time-sensitive projects/ ad-hoc requests. I communicate frequently and support my team, staff, and partners with any issues/tickets they are working on; as well as handling my own tickets. Tickets - I resolve, on average, 12 tickets a week. I provide support to executive members of the company as well as Vice Presidents and those below them. Tickets range from software issues, hardware issues, access/account issues, raising requests, and more. Tickets need to be resolved before the Service Life Agreement expires, which is 5 to 10 days depending on the issue. I resolve 85% of my 500+ tickets within the SLA time frame.

Ny, Ny, Us

As a Desktop Support Specialist for a largely growing urgent care company, my primary responsibilities included installation, maintenance, and troubleshooting while supporting hundreds of users and 15 sites.Installation – Installed new point-of-sale equipment, card scanners, printers, and document scanners. I activated new applications for the kiosks, patched the equipment to the proper ports on the switches, and tested out all the equipment after installing them in seven (7) different sites.Maintenance – Maintained technology for an office environment such as desktop computers, docking stations, monitors, mice, keyboards, and cables. Installed new equipment when necessary or brought equipment to other locations when needed. We used software/services such as Microsoft Configuration Manager, Active Directory, and Team Viewer to best provide maintenance to various devices throughout the organization.Troubleshooting – Tested and troubleshot newly installed equipment at multiple locations. I had to troubleshoot technology to support over 150 individuals in over 200 tickets. I had to test; as well as troubleshoot various pieces of equipment such as switches, kiosks, raspberry pi, card scanners, document scanners, fax machines, and laptops

Jersey City, Nj, Us

As a Tech Support Associate for a leading higher education institution, my primary responsibilities included: networking, troubleshooting, technical support, & customer support.Networking – Administered technology (be technically specific) to 7 labs on campus each holding 20 workstations to keep productivity high (by How much?) for the students and staffHardware Configuration - Installed 4 printers around the campus for students to use at any point, maintained 5 printers in the labs to keep them up and running smoothly so students and faculty (quantify # students/staff) could print out their classwork. Installed projectors, laptops, speakers an average of 12 times a week in various classrooms throughout the campus.Troubleshooting – Troubleshoot on average 200 technical issues a month that 1500 end-users were having that prevented them from getting their work done. Was able to mitigate 95% of all issues successfully.Technical Support – Inserted an average of 100 tickets into our system monthly with a 98% resolution rate. Maintained proper documentation of what happened to keep track of issues and use this knowledge to reduce the number of reoccurring issues by 20%.

New Brunswick, New Jersey, Us

I was a research fellow studying the topic of Protecting Vulnerable Communities from Targeted Violence and Mass Casualty Attacks. We researched qualitative software, looked over interviews, looked over case studies, and helped prepare visual data for presentations. We went to a conference held at Stockton University in Atlantic City called Building Resilience in the New Threat Paradigm: Targeted Violence Against People of Faith. My research group concluded on time at Rutgers with a Research Paper on what we did and worked on.

Cloud Computing Associate, Information Technology

Information Technology Associate, Information Technology

Bachelor'S Degree, Computer Science

Bachelor'S Degree, National Security