SUMMARY:

• 20+ years of experience in desktop administration, including, installing, maintaining, and repairing hardware, software, peripherals, and networks.
• Superior troubleshooting and technical support abilities with migrations and network connectivity.
• Develop exceptional relationships with co - workers, management and end users.
• Excellent communication and problem solving skills.

COMPUTER SKILLS:

Hardware: Installation, Maintenance Upgrades Windows, Macintosh; miscellaneous PC hardware, IDE hard drives, Direct Attached Storage, Network Attached Storage, Sophos Firewalls, Ubiquiti AP’s and Ruckus AP’s

Software: Network Detective, LabTech, ConnectWise, Continuum, Microsoft Office Suite, Google Apps for Work, Office 365, Acronis, ACT, Hyper-V, VM Ware, Kaspersky Enterprise, SalesForce,Five9, Exchange 2013, Managed Engine, LAPS, PaperCut

Operating Systems: Windows 2000/2003/2008/2012/2012 R2/XP/7/8/10

Networking: TCP/IP, DHCP, DSL/Cable, hubs, routers, cabling, SMTP, POP3, Ethernet 802.11, LAN/WAN, WifI Setup and Security Firewalls

PROESSIONAL EXPERIENCE:

Confidential

Desktop Support Engineer

Responsibilities:

• Enterprise Level Service Desk in a High Call Volume Environment
• Exchange (Add/Remove, Distribution groups, Aliases, etc) Microsoft Office
• Office 365 Administration, adds, removes migration, configuration
• Cisco CUCM Setup users, Phones, Extensions & Voicemail
• Hardware prep and installation, includes building and rebuilding computers
• Printer Support and Resolution
• Remote Technical Support (RDP,Team Viewer, LogMeIn)
• Software Installation
• SCCM deployments
• Intune/Autpoilot Deployments
• External client management
• PaperCut
• Superior Customer Service
• Superior Interdepartmental Relations
• Documentation and Knowledge Base
• Wifi Setup and Trouble shooting
• Windows Registry
• VDI/VDI EndUser Support
• Thin Client Deployment
• I am Tier 1 Operator providing all levels of support from beginner to VIP.
• Covering the spectrum of issues faced by my users.
• Relationship building is key to this position, as I must ensure both trust and confidence from the end user’s in my abilities and make each interaction pleasant, courteous and helpful. I believe in “teachable Interaction”
• I do not expect my users to know technology as I do, but I aim to empower the user with techniques to solve minor issues.
• This builds the trust and they will be more prone to report issues before they become large showstoppers
• Built-\Setup Office for occupation, 1,000 monitors and 500 pc’s ready for use in 4 days.
• SCCM to Intune transfer of all machines in the fleet. Includes “White Glove” process prior to end user deployment. 100% readiness for deployable units
• Includes full setup\provision with end user. Networking\WiFi, program install\setup. Printers, etc
• Microsoft Endpoint Manager utility, Fresh starts, resets and compliance. Also used for troubleshooting and management.
• Includes provisioning and profile tagging. Tags allow for software deployment based on position rather than the individual

Confidential

Technical Support Technician

Responsibilities:

• Active Directory (Password reset,Add/Remove/Changes)
• Enterprise Level Service Desk in a High Call Volume Environment
• Exchange (Add/Remove, Distribution groups, Aliases, etc)
• Microsoft Office
• Office 365 Administration, adds, removes migration, configuration
• Hardware prep and installation, includes building and rebuilding computers
• Printer Support and Resolution
• Remote Technical Support (RDP,Team Viewer, etc)
• Software Installation
• External client management
• PaperCut
• Superior Customer Service
• Superior Interdepartmental Relations
• C Level Choice Support
• Documentation and Knowledge Base
• MacBook
• Mobile Device Support (Android/Apple)
• Wifi Setup and Trouble shooting
• Windows Registry
• A/V Setup and Configuration

Confidential

Desktop Support Engineer

Responsibilities:

• Break-fix/troubleshooting
• Software installation
• Hardware deployments - Set up, configure and implementation (Sophos firewalls, workstations)
• Vendor Management
• User management through Active Directory- Add/removes, changes and password resets.
• Office 365 Administration- Adds/removes, changes, set up, configuration and migrations.
• Network/HIPAA Audits using Network Detective

Confidential

Desktop Support Engineer

Responsibilities:

• I provided all levels of support including:
• Break-fix/troubleshooting
• Software installation
• Hardware deployments - Set up, configure and implementation (Sophos firewalls, workstations)
• Vendor Management
• User management through Active Directory- Add/removes, changes and password resets.
• Office 365- Adds/removes, changes, set up, configuration and migrations.
• Network/HIPAA Audits using Network Detective

Confidential, FL

Network Administrator

Responsibilities:

• Administer Microsoft Windows Servers (Active Directory), Microsoft Workstations, and network attached devices for 100 users.
• I became proficient in the Five9 call center software, received three certifications and was promoted to the Administrator position.
• I also provided all levels of support for end users while providing excellent customer service.
• Implemented Kaspersky Antivirus solution for desktops and servers.