Jesus Ocasio

HRA HIV/AIDS Service Administration

Jan 2020 – Dec 2023

NEW YORK, New York

Desktop Support Specialist

Used ServiceNow ticketing system to create, prioritize, and manage support tickets and for asset management by tracking IT inventory and updating asset records. ● Provided technical support to users via phone, email or in-person for software, hardware and network issues. ● Enabled secure remote access for employees by configuring VPNs, troubleshooting connectivity issues, and providing support for remote desktop tools to ensure seamless off-site productivity. ● Repaired and maintained printers and scanners using specialized repair kits, improving device uptime and extending equipment lifespan. ● Installed and configured printers and scanners, assigning devices to employees and departments. ● Managed employee onboarding and offboarding by creating and disabling user accounts in Active Directory for internal network access and Office 365 (Azure AD) for cloud-based services. ● Administered Active Directory to manage user accounts, group policies, and security for on-premises environments, while utilizing Azure Active Directory to manage cloud-based identities, enable seamless Single-Sign (SSO), and integrate multi-factor authentication (MFA) for secure access to applications and resources. ● Diagnosed hardware issues, replaced faulty components, and calibrated devices to restore optimal functionality. ● Utilized Microsoft Endpoint Configuration Manager and Microsoft Intune to manage and deploy software, updates, operating systems and applications, ensuring secure device and compliance across the organization. ● Implemented BitLocker encryption on city-issued laptops to ensure data security, applying encryption policies and recovery keys to protect mobile devices. ● Configured and managed DHCP and DNS servers to ensure efficient IP assignment and reliable name resolution, optimizing network performance and connectivity throughout the organization.

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