Support Engineer Resume Brocton MA - Hire IT People

PROFESSIONAL EXPERIENCE

Support Engineer

Confidential - Brocton MA

Responsibilities:

Used Autotask ticketing system to manage end user issues
Monitored alerts generated by Hyperic HQ regarding server state
Configured and maintained Cisco IP phones for end users via Cisco Call Manager
Setup VPN profiles for remote users via command line on Cisco ASA
Use Active Directory to create new user profiles and create/edit distribution groups
Imaged laptops and desktops using Clone Zilla and tailoring them to end user’s needs
Used datto AEM agent and TeamViewer to remotely assist end users
Maintained, scheduled backups and recovered data using Backup Barracuda Cloud Control
Perform Laptop/Desktop/Server maintenance and make sure all security patches are pushed out and installed
Map network drives and printers using GPO
Replace Windows 7 workstation to Windows 10 actively to meet compliance guidelines
Troubleshoot and co-ordinate updates with vendors such as QS1 and Docutrack
Support QS1 software and escalate workflow issues to vendor as needed
Generate/maintain email accounts and licenses via Office 365 admin portal
Use Trend Micro anti-virus to protect Servers and Workstations against any threats and maintain their security policy
Work on end user tickets in a timely manner to meet SLA and escalate as needed
Utilized Cisco Meraki portal to monitor and troubleshoot network infrastructure
Kept an on-call phone with me every other week to address outages over the weekend
Install and maintain Confidential encryption agent on all desktops and laptops to meet HIPAA compliance guidelines
Assisted and coordinated with vendor projects, upgrades and system refresh

Desktop Support Analyst

Confidential, Bridgeport CT

Responsibilities:

Supported over 1,500 end users on-site in Bridgeport and offsite in Trumbull, Stratford, and Norwalk
Used Ascension Health Service-Now ticketing system to document and escalate support issues via email and phone
Maintained and updated program installation files on the file server
Installed and configured department specific software for end users
Configured and deployed wall mount WYSE thin clients model Tx0 in patient rooms
Maintained and troubleshoot WOWs (Workstations on Wheels) and desktop at nurse’s stations
Created and setup wireless profiles for wireless devices
Migrated user profiles and data from old computers to new desktops & laptops
Installed and enforced Symantec encryption to protect sensitive patient data for HIPAA compliance
Provided application support to users for issues with MS Office 2010 Suite
Imaged and installed Cerner software profiles on iPods and iPads for RNs
Used Bomgar remote desktop application to resolve minor off-site issues with end user systems
Installed and configured Kodak i2600 document scanners for use within the Cerner One Chart application to scan patient medical records
Mapped department specific printers on workstations to print patient face sheets
Setup remote desktop client for off-site users
Worked a rotational on-call duty

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Support Engineer Resume

Brocton, MA

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