Steven P Tobin
Rockland
Summary
Resourceful IT technician offering several years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with windows and mac os environments.
Overview
37
37
years of professional experience
Work History
Desktop Support Engineer
HCL Tech
Quincy
01.2023 - Current
- Supporting State Street Corp
- Provided technical support to end-users, resolving hardware and software issues to enhance productivity and system performance.
- Managed desktop deployment processes, ensuring timely installation and configuration of operating systems and applications for optimized user experience.
- Trained and mentored junior technicians, fostering skill development and ensuring adherence to best practices in desktop support.
- Installed, configured and maintained computer hardware, software and peripherals.
- Troubleshot network connectivity issues for both wired and wireless connections.
- Participated in IT projects related to desktop support services.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
Kyndryl
10.2021 - 01.2023
- Supporting State Street Corp
- Duties are same as IBM
Desktop support technician – Building Lead
IBM
Quincy
05.2013 - 10.2021
- Responsibilities included: Managing the PC Lab and level 3 deskside techs that support approximately 4,000 end users.
- Troubleshooting issues on desktop, laptop, Thin Client, and Macbook Pro devices.
- Imaging and configuring same devices with Windows 10 or 11.
- Installing Software and hardware on Laptops and desktops.
- Installing and updating Mac OS to latest versions.
- Shipping equipment to remote sites and remote users.
- Building the flash drives the image team uses to build the laptop and Macbook devices.
- Manage ticket handling in Service now.
- Maintaining the uptime express desk schedule to ensure proper coverage.
- Maintaining devices in active directory and jamf consoles.
- Took over managing the PC lab in July of 2022
Systems Analyst
State Street Bank
01.1997 - 05.2013
- Responsible for installation, maintenance and support of client workstations on LAN/WAN.
- Experience with configuring TCP/IP, and other protocols.
- Responsible for workstation connectivity to LAN and the INTERNET using TCP/IP Protocol.
- Responsible for building workstation 'Images' using Symantec Ghost software to minimize PC downtime and simplify PC deployments.
- Converted over 200 workstations from TOKEN RING to ETHERNET topology.
- Upgraded over 200 workstations From Windows 3.11 to Windows 95b.
- Upgraded over 200 workstations from Windows 95 to NT 4.0.
- Upgraded several workstations from Windows NT 4.0 to Windows 2000 Professional installed and configured new printers on the LAN.
- Configuration and Support of desktop software applications includes Windows 95, Windows NT Workstation 4.0, Windows 2000 Professional, Windows XP, MS-Office (95, 97, 2000, 2003, XP, 2007) Internet Explorer, Eicon Access, Eicon Aviva (Mainframe Emulation) Lotus Notes Ver. 4.63 and R5. and Microsoft Outlook.
- Have used GHOST software extensively over the last five years to create desktop images as well as deploy the images.
- Filled a First line Managers position for six months before being selected for the New Technology Group.
- Duties as a First line Manager included Scheduling PC moves and upgrades.
- Meeting with the business unit liaisons to determine future technology needs and to insure that current needs are being met.
- Conducted evaluations for the three employees that I was responsible for.
Squad Leader
U.S. ARMY
Quincy
08.1989 - 10.2009
- Fostered a culture of teamwork and accountability, which contributed to increased morale and unit cohesion during challenging missions.
- Assessed performance of individual soldiers within the squad.
- Provided guidance to subordinate personnel on tactical operations and training.
Phone Support Technician
Tech Specialists
03.1996 - 01.1997
- Responsible for taking calls and resolving issues pertaining to PC workstation connectivity, software installation, and MS- Backoffice product support.
- Supported the Windows 3.11 and Windows 95 operating systems.
Education
300-hour certification program -
Clark University
Braintree, MALiberal arts courses -
UMASS Boston
Dorchester, MASkills
- Hardware installation
- Software configuration
- Desktop troubleshooting
- Network connectivity
- Windows 10
- Windows 11
- Active Directory
- ServiceNow ticketing
- Mac OS installation
- Peripheral maintenance
- User training
- Remote support
- IT project participation
- Client communication
- Team leadership
- Ticket management
- Adaptability to change
- Troubleshooting and Diagnostics
- Mac OS operating system
- Application installations
- Troubleshooting and diagnosis
- End user support
- Remote desktop support
References
Available upon request
Work
617-537-3288
Timeline
Desktop Support Engineer
HCL Tech
01.2023 - Current
Kyndryl
10.2021 - 01.2023
Desktop support technician – Building Lead
IBM
05.2013 - 10.2021
Systems Analyst
State Street Bank
01.1997 - 05.2013
Phone Support Technician
Tech Specialists
03.1996 - 01.1997
Squad Leader
U.S. ARMY
08.1989 - 10.2009
300-hour certification program -
Clark University
Liberal arts courses -
UMASS Boston