Sylvester Sergeant

Sylvester Sergeant IT SUPPORT SPECIALIST / PROJECT MANAGER Tel: - - “The future belongs to those who believe in the beauty of their dreams." Project Management, Patch Management , Account Management , Software Distribution, DataMigration, Shared Drive maintenance, System Monitoring , Workstation Maintenance, System Upgrades ,Remote Desktop Support, Application Support, Cooperate Collaboration ▪ ▪ ▪ ▪ 5 years of experience in Information Technology Support Methodologies, Corporate Desktop Support, Field Engineer Support, Project Management Coordinate and collaborate teams involving the following: moving team, building management, networking team, tech teams, and floor administrators in moving cooperate office teams and equipment across NYC-NJ ensure business continuity after moves Oral and Written Communications: Wrote numerous technical documentations in non-technical language. Presented formal and information oral information sessions to executive leadership. Provided supplemental information to executive leadership required to render final decisions on operational direction. Collaborative leader, proven ability to lead and develop teams, who works extremely well in dedicated and matrix team environment and cross functionally. ▪ Backup and Recovery Project Documentation ▪ ▪ ▪ Project Scheduling Team Management Automation ▪ ▪ Quality Assurance ▪ Process improvement ▪ Business Intelligence ▪ ▪ ▪ Customer Relationship management Estimation Workshops Daily stand-ups Technology Summary ▪ ▪ Incident management Methodologies Configuration management • Backup and recovery • Cyber Security Methodologies ▪ MICROSOFT SCCM, SERVICE PRO, JIRA WIRESHARK SCCM ▪ CONFLUENCE, SERVICE NOW AZURE ADIMIN ACTIVE DIRECOTRY,CYBER ARK NETWORK PERFORMANCE MONITOR. ▪ ZENDESK JIRA CONFLUENCE EXCEL, CERTIFICAL PLATFORM ▪ TEAMVIEWER, AND VNC, SHAREPOINT, CYBER ARK, AVAYA AES MANAGEMENT CONSOLE, VMWARE HORIZON, CLEARVISON Experience Certificial.Inc, December 2021-July 2022 | Application support specialist 40hrs Weekly Responsibilities: • • Identification of software bugs and feature requests, and collaboration with the relevant team for handling. • Provision of after-hours emergency support assistance to customers on a rotating basis alongside other members of the customer support team. • Effective communication of solutions to clients and provision of technical support for enterprise-level application systems. Additionally, guidance on how to avoid making mistakes is provided. • Prioritization of multiple open issues, with documentation of issue triage as troubleshooting progresses. • Maintenance of tickets via Zendesk, Jira, ServiceNow, and documentation of actionable bugs for engineering resolution. • Focused on learning new skills and staying up-to-date with industry changes. • • • • Answer Financial June2021-Janurary 2022| Remote Helpdesk Analyst 40hrs Weekly Responsibilities: • • • Possess in-depth knowledge and understanding of Ticket/Task management in ServiceNow/Clearvision and Application support Identified, isolated, and evaluated problems by utilizing past database records that assisted in resolving issues timely and efficiently Dialed route calls to product line specialists, application, and system support specialists for updated information Delivered server support through VMware horizon/ Vcenter and password support elevated access via Cyber-Ark Contributed actively to Avaya session management and Avaya AES management console Rendered technical phone assistance to 60-80 clients on a daily basis. Delivered first-level contact and problem resolution for users with hardware, software and applications problems. Explained technical terminology to non-technical end users. • • • • • • • Bank of America April 2019 - May2020 |Helpdesk ,Project Manager • • • • • • 40hrs weekly Coordinate and collaborate teams involving the following: moving team, building management, networking team, tech teams, and floor administrators in moving cooperate office teams and equipment across NYC-NJ ensure business continuity after moves migrating Outlook PST files, and designing image/reimaging laptop desktops Resolved technical problems efficiently and responded to queries timely by telephone or self-service ticket in support of internal and outside customer computer hardware, software, network, system/application access, and telecommunications systems Facilitated clients with peripheral problems, service calls, and troubleshoot issues remotely by using RDP Prearranged and administered ticketing system via Remedy and piloted technology moves/ projects Enabled management to remain alert to recurring problems and patterns of problems to avoid losses. Led meetings to detail project milestones, brainstorm ideas and determine appropriate techniques to manage tasks. EDUCATION Associate's Degree Jan 13 | Kingsborough Community College — Brooklyn, NY Bachelors |Computer Science Degree June 15 | CUNY City College of Technology — Brooklyn, NY Computer Technician Training Jan 18 | Per Scholas Institute for Technology — Bronx, NY