SUMMARY:

• IT Support Engineer with over 7 years of professional and progressive technical experience in providing Technical and on - site support on various personal computers and resolving networking related issues.
• Possess exceptional customer service skills, technical documentation skills, and strong verbal and written communication skills. Experience with Microsoft Office/Exchange, Active Directory, and Active Roles.
• Experience in problem solving, ability to remotely install and troubleshoot software issues via tools such as Remote Desktop Connection, LANDesk Management Console, SCCM and TeamViewer. Experience in troubleshooting PCs, Laptops, Printers, and hardware / software issues. Highly motivated and dependable professional.

TECHNICAL SKILLS:

Operating system: MS -DOS, Windows 98/2000/Millennium/XP/VISTA, Windows 7, Windows 8, Windows 10, Windows Server 2003, Server 2008 R2, Server 2012 R2, LINUX, Mac OS X, backtrack 5, Mandrake Linux

Hardware: Replace Motherboard, Micro Processor, cooling system, sound card, Graphic card, SCSI, IDE devices, SATA, PATA Hard Drives, SSD, Network Interface Cards, SDRAM, DDR2, DDR3, DDR4, install Printers, scanners, setup Faxes and other peripherals

Software: Microsoft Office (Word, Excel, Access, Outlook, PowerPoint, Publisher), Microsoft Lync, Acrobat Reader, Flash Player, Java, VM ware Horizon, vSphere Client, Remote Desktop Connection, LanDesk Management Console, LogMeIn, TeamViewer, WebEx, Citrix GoToMeeting, Bitlocker, Wireshark, Tcpdump, Nmap, Netcat, SCCM.

Network protocol: TCP/IP suite

Incident Management/Analysis: ITIL Management Suite, Service Now, Remedy.

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Engineer

Responsibilities:

• Processed in-bound calls, research support requests placed through email portal, and manage resolution of technical issues
• Understood and educate customer callers on various system functions
• Troubleshot specific hardware and system operational problems encountered by customers and attempt to provide immediate solutions
• Configuration, provisioning and service plan assignments utilizing internal web based tools
• Managed the Hardware RMA process for all customers
• Prioritized numerous issues of varying severity, and effectively manages the resolution of all issues.
• Ownership of the data entered into the Ticketing system and appropriately updating both client and Support teams of status of all issues on a timely basis.
• Collaborated extensively with peers, members of the Customer Experience team, and engineers to resolve client issues while improving the effectiveness of the team and the information available to our clients.
• Ensured appropriate and timely incident communication to IT Leadership and Business during Major Incident events.
• Ensured appropriate and timely incident communication to IT Leadership and Business during Major Incident events.
• Provided resolutions and/or workarounds to customers.
• Ensured that customers are getting value from Customer Support by having a professional attitude, regular follow-up and proactive communication of issues to management.
• Responsible for escalating to leadership when appropriate focus on incident resolution or Incident Management processes are lacking or needing prioritization
• Managed queue on a daily basis by prioritizing tickets, updating status, and documenting all action taken.
• Maintained CRM support documentation for assigned clients by updating admin passwords, software support and installation, network equipment changes, server changes and the like, whenever possible and not done by project engineers and customer engineers on site at client.
• Responsible for the management of the Major Incident Management (MIM) process and ensure adherence of the process and escalation requirements within the various support and delivery areas
• Coordinated triage activities, leading support, development, and engineering teams to a rapid restoration of service during Major Incident events.
• Interacted with customers and team members with professionalism and maturity.
• Assisted teams in establishing Incident Management SLAs and KPIs metrics including reporting requirements.
• Escalated and handed off to team members and leadership based on defined threat and priority determination
• Maintained client security levels and confidentiality of information.
• Workstation and peripheral diagnostics and support.
• Participated in Incident Management On-Call Rotatio n

IT Support Engineer

Confidential

Responsibilities:

• Supported, troubleshot, and remediated issues pertaining to current and future versions of desktop operating systems to include, but not limited to, Windows 7 and follow on Windows 10 operating systems.
• Installed, supported, troubleshot and remediated issues pertaining to new/reissued PC hardware and software.
• Integrated system peripherals such as printers, scanners, digital senders, mass storage devices, etc. into users’ workstations.
• Configured and supported end-user network connectivity including, but not limited to, wired LAN, wireless LAN, and broadband wireless cards.
• Provided support for all IT equipment, to include PCs, printers, portable computers, multi-function print devices, and smartphone devices, Polycom (video VTC) units and other miscellaneous IT equipment.
• Installed, configured, and supported current and future versions of networking protocols for wired and wireless connectivity, for local and remoter users.
• Installed, configured and troubleshot e-mail client software (Outlook) and guided/assisted customers in the management of their email and use of these client applications including, but not limited to, the use of rules and personal folders/archives.
• Demonstrated knowledge of Google's Android and Apple's iOS operating systems used primarily in mobile technology, and supported hardware devices such as smartphones and tablets.
• Logged all initial requests for service (i.e., incidents) that circumvent the AFROC Helpdesk (e.g., customer contacts desktop support technician directly) into the Ticket Tracking Database within assigned timeframe, but no later than 4 business hours after completion of the call.
• Provided detailed documentation of all tasks, troubleshooting steps, and current status of each incident by making appropriate entries in the Ticket Tracking Database (currently Access Database) within assigned timeframe, but no later than 4 business hours after most recent contact with the customer.
• Performed equipment relocation, installation, expansion, connection/disconnection, upgrades, support/maintenance, and preventive maintenance of computer systems hardware, documentation, and peripheral devices.

IT Support Technician

Confidential

Responsibilities:

• Scheduled reservations and Ticketing for Clients on hardware and software issues
• Management of Information Systems
• Installed, configured and troubleshot Networks and peripheral products including printers, VOIP, phones, and smart phones and other hardware components.
• Prepared rental contracts of equipment and negotiated contracts with customers,
• Updated the company’s inventories of equipment (laptops, desktops, routers, etc.)
• Provided technical support to home users on Windows computers and Macintosh
• Installed various Windows Operating Systems, image OS, Great experience on Dell, HP, Lenovo, Toshiba, Apple computers
• Knowledge of REMEDY Ticketing Software