We provide IT Staff Augmentation Services!

Help Desk Engineer Resume

5.00/5 (Submit Your Rating)

Phoenix, AZ

Hire Now

SUMMARY

  • Aspiring Linux sysadmin with exemplary customer service skills, interpersonal skills, and telephone etiquette.
  • Adept in serving as a centralized point of contact by interfacing with customers via phone, chat, email and other request mechanisms.
  • Well versed in walking end user through diagnostic procedures to identify, confirm, and resolve or determine source of error.
  • Proficient in notifying, escalating, tracking, and following up on all incidents and requests. Self sufficient in the absence of direct supervision.
  • Works cohesively with fellow team members, management, and escalation points to produce a high standard deliverable while under time constraint.

TECHNICAL SKILLS

Software: Office 365, Okta,Vsphere, Vmware, Citrix, SCCM, RSA SecurID, Exchange, Filezilla, IBM Maas360,Cisco Anyconnect, Active Directory, windows hypercluster manager, Windows hyper v, Proofpoint, Pax8, Webroot, Avaya IP Softphone, Remote Desktop, Putty, Nagios,Nimsoft Microsoft Office Suite, Microsoft Teams

Platforms: Windows 7, Windows 8, Windows 10, Android, IOS, Mac OS, Windows server (2008,2012,2016)

Networking: TCP/IP, DHCP, and DNS protocols, LAN & VPN/Remote Connectivity, Network drive mapping, Ethernet and Wireless technologies

ITSM: Service now and Cherwell

Hardware: Netgear NightHawk, Linksys, Sonic Wall, TP - Link, Asus,Cisco routers and phones, Polycom VVX series, Polycom Soundpoint IP series, Panasonic, Yealink, Apple products, LaserJet & Facesheet printers

PROFESSIONAL EXPERIENCE

Confidential, Phoenix, AZ

Help Desk Engineer

Responsibilities:

  • Utilized windows hypercluster manager and hyper v to create virtual machines an end user could rdp into
  • Administered Microsoft accounts via 0365 portal
  • Provisioned new ipads and iphones with MDM software IBM Maas360
  • Provisioned new computers and voip phones for site deployment
  • Assisted end users with printing issues
  • Provided backup and file restoration with Veeam
  • Created and modified Active Directory accounts
  • Provided technical support for macOS users

Confidential, Phoenix, AZ

Desktop Engineer

Responsibilities:

  • Provided remote desktop support to multiple Confidential facilities dispersed across the US
  • Coordinated with coworkers to identify, investigate, track, and resolve desktop, application, and system issues
  • Facilitated transfer of files from shared network drive to Onedrive
  • Setup and troubleshoot laser jet and face sheet printers
  • Assisted with transfer and restoration of POP3/IMAP accounts in Outlook

Confidential, Phoenix, AZ

Sr. Systems Analyst

Responsibilities:

  • Managed call tracking and process flows via ServiceNow
  • Diagnosed, troubleshot, and resolved missing Network drives
  • Reset passwords for QWS and Gain mainframe applications
  • Aided customers in the analysis of login issues due to Bitlocker
  • Stabilized Cisco Anyconnect vpn access
  • Modified permissions in Okta to resolve SSO issues
  • Assisted with Windows 7 to 10 upgrades and setup of aforementioned accounts
  • Pushed software to client microcomputers
  • Reset Vdi sessions
  • Updated Knowledge base articles
  • Employed Active Directory for the use of adding groups to accounts, password resets, and account unlocks
  • Investigated difficulties with the use of Avaya softphone and Avaya CMS supervisor

Confidential, Scottsdale, AZ

Help Desk Tier 1

Responsibilities:

  • Assisted with the relocation of domains
  • Altered DNS records
  • Preformed backups of web pages
  • Facilitated setup of email accounts
  • Troubleshot POP3 and IMAP email accounts
  • Utilized Putty to remote into POS devices to identify and fix issues
  • Monitored Nagios to ensure device functionality
  • Processed Baan ERP requests
  • Preformed account setup and management for Microsoft Active Directory and Unix accounts
  • Troubleshot Citrix Virtual App and desktop
  • Collaborated with various teams to maintain SLA agreements

Confidential, Scottsdale, AZ

Technical Specialist

Responsibilities:

  • Assisted new customers with the setup of their phone system accounts
  • Setup and Troubleshot VoIP phones
  • Submitted requests to port customer’s numbers over from different providers
  • Configured router firewall access rules
  • Inspected network for common issues such as double NAT and SIP ALG
  • Submitted requests to modify customer’s caller id
  • Provided each customer wiwth an “Amazing service” experience by answering phone calls before the 2nd ring
  • Trained customer’s on features of various voip technologies

Hire Now
Report an issue

We'd love your feedback!

Privacy Policy
Resume Categories
Client Services
Job Seekers
Visa Sponsorship