Help Desk Engineer (L2)- Network/Systems Admin Resume

PROFILE:

Searching for a position in the IT systems management field using my skills, knowledge, and ability to enhance daily operations of the business entity and the end user.
My years of working in the IT field has taught me that it is not all about making sure the machines are running correctly, but it is also necessary to make sure that your users are happy and are able to enjoy their work without all the roadblocks that can occur when working in a computer - driven environment.

SOFT SKILLS:

SKILLS BRIEF:

Firewalls: Cisco, SonicWall, FortiGate, Adtran

Network Switches: Netgear, SonicWall, HP, Meraki

Wireless Access Points: Cisco, EnGenius, Meraki, Ubiquiti, Netgear

Admin Duties: Office 365, M365, MDM Management, VPN, AD, DHCP, DNS, Group Policy, Print Server, VOIP

Servers: Server 2012/2016/2019 , Exchange 2016, Hyper-V, VMWare

Backup Software: Veritas Backup Exec, Veeam, StorageCraft, Arcronis

Help Desk Apps/RMM Tools: Continuum, ConnectWise, Spiceworks

Additional Skills: Mobile devices (Android, iOS)

WORK EXPERIENCE:

Confidential

Help Desk Engineer (L2)- Network/Systems Admin

Responsibilities:

Duties include assisting end users with critical hardware and application issues over the phone and in person.
We currently have 11 remote offices that I serve as well.
Each remote office requires a different set of skills to resolve the issues that arise.
I work on projects that require networking, VOIP and critical thinking skills as well as project management and people skills.
I use remote connection tools such as ConnectWise, Remote Desktop, TeamViewer and VNC to connect to the remote offices and assist them.
My duties also include managing the backups that run nightly and weekly.
I continually learn new technologies and try to keep a fresh view of the changing landscape in IT.

Confidential

Help Desk Engineer (L2)/Help Desk Manager

Responsibilities:

My duties included monitoring the phone and ticketing system for incoming client tickets and assisting the users as needed.
I also configured networking devices such as routers, switches and wireless access points. At times, I visited customer sites and assisted them with moves, adds and changes in their environment. Configured VOIP systems and phones.
As the Help Desk Manager, I was responsible for ensuring that the client tickets were prioritized in a timely manner, and I assisted the other Engineers to assure they were able to handle the load given to them.
I attended weekly meetings with the Executive team and gave my insight on how the Help Desk should be maintained.

Confidential

Network/Systems Admin

Responsibilities:

I was responsible for maintaining the network which included Routers, Servers and end user computers.
I managed and implemented GPOs, VPNs and phone systems.
A large responsibility was creating the foundation for the websites in IIS and all that was needed for the site to be accessible as well as helping users that have connection and computer related issues.
Vendor relations was key because of the variety of applications users would run.
I was responsible for maintaining the daily and nightly backups to be sure they ran and were verified.

Confidential

Help Desk Engineer

Responsibilities:

Ensured that our clients were able to access all the needed network resources needed to perform their jobs by implementing and managing network topologies while working with Senior technicians to expand our client’s mobility and ease of access to their network.
Managed my time in a way that allowed me to be accessible to all our clients.
Called on app specific vendors to resolve issues out of our realm of knowledge.