Support Engineer Resume

SUMMARY:

Having worked through the IT support industry to become the go - to person who solves the unsolvable issues, my approach to software and hardware issues is practical, systematic and scalable.
The more complicated an issue becomes, the more determined I am to find thebest sustainable solution.
Clients then gravitate towards these efficient and effective solutions and rely on the expertise every time.
This client trust is motivational and priceless.
My passion is to find harmonized solutions when complex hardware and software systems need to come together for unique and creative solutionsin afast-changingindustry.
New technology comes easy to me and I have had great opportunities to stay on top of industry and bring exacting solutions to clients…….

EXPERIENCE:

Support Engineer

Confidential

Responsibilities:

Escalation end pointfor over 45000 schoolsand businessesnationwide
Remote troubleshootingofproprietorialRaptor software and hardware
System infrastructure design, deployment and maintenance at multiple client sites.
Develop d Confidential base of FAQs, material and system documentation.
Train of all tiers of the system support team.

IT ANALYST/ADMINISTRATOR

Confidential

Responsibilities:

SupportedCsuite for technical issues.
Responsible forresolvingescalated issues from all support tiers.
Management & maintenance of Active Directoryfor the organization.
Create& maintain current documentation forallusers and technical specifications.
Responsible for all hardware procurement, asset management and deploymentof hardwarefor projects.
Tasked with the assembly and configuration of EZCOMM mobile internet boxes.
Expert in customizing software and hardware solutions for visual monitoring, controlled access and gas detection within confined spaces.
Reduced cybersecurity and safety risk at client sites.
Integral part of creating a custom deployment image for the CCSM workstations.
Successfully tested and documented necessary changes to the deployment image.
Created and tested a multitude of documentation of the CCSM process.
Worked closely with executives on modifications to the software or hardware.
Provided hands on supportforCCSM related hardware and software.
Responsible for the logistics, maintenance and inventory management of all project hardware (ProVision)

Lead IT Analyst

Confidential

Responsibilities:

Provided Helpdesksupport for 20 offices with 1000+ users. Managed& maintainedusersvia Active Directory & MS Exchange.
Planned & set up office IT infrastructure.
Email and group administration with Microsoft Exchange
Server maintenance in a Microsoft Windows Sever 2008 environment
Create and knowledge base documentation

IT Analyst

Confidential

Responsibilities:

Tier 2helpdesksupport for 120 global offices with 2000+ users. Account management & maintenance via Active Directory.
Trained Tier 1 Support Staff
Developed & Implemented user . Wrote material & FAQs
Software deployment through Microsoft SCCM Console
Trained, managed & supported users of Salesforce.
Managedserver maintenance in aMicrosoft Windows Sever 2012 R2environment.

OS Test Engineer

Confidential

Responsibilities:

Diagnosed, tested and documented negative user experience and system instability issues between HP hardware and Windows operating systems.
Hardware installation of various parts such as motherboard, CPU, RAM, hard drive, optical drive, and video card based off test specific instructions or client requirements.
Software installation whether DVD, USB or Prism, image building is done based off the most recent components available or the needs of a particular test scenario.
BIOS updates done via system board with the newest available firmware and configuration based on installation type and test needs.
Installed, configured and tested HP and third party Bluetooth and NFC hardware with operating system.
Performed router configuration (IPv4, IPv6, Proxy, MAC, and Firewall) based on company requirements for safe and efficient LAN connection.
Installed of Microsoft Windows 8 OS on HP consumer and business computers.