Level 1 Support Engineer Resume Gilbert AZ - Hire IT People

SUMMARY

Over 20 years’ experience in Confidential client support and, Domino server administration.
Experience with supporting large email topologies. Monitoring email flow.
Experience with managing Microsoft Active Directory computer and user accounts.
Experienced with installation, configuration and administration of Microsoft Windows desktop operating system.
Experience in Network troubleshooting, network design and implementation.
Management and support of mobile devices such as IPhones, IPads, and Android devices.
Advanced troubleshooting and technical support knowledge of laptops and desktops.
Comprehensive knowledge of operating systems and office productivity software (Microsoft Office 365 and Adobe Acrobat).

PROFESSIONAL EXPERIENCE

Confidential, Gilbert AZ

Level 1 Support Engineer

Responsibilities:

Support current Confidential products/services to consultation regarding new purchases.
Respond and provide information to customers regarding new product and service offerings and contract extension options, and will cross - sell additional.
Support current Confidential products/services to consultation regarding new purchases. Respond and provide information to customers regarding new product and service offerings and contract extension options, and will cross-sell additional.
Assist with IT administrative duties; signing checkout sheet, obtaining paperwork for, setting up, and troubleshooting for network and email accounts.
Respond to client requests on all PC/MAC hardware and software matters and provide resolutions that will both improve system performance and reduce downtime
Provide quality, timely assistance via telephone, email, and ITSM tools to clients experiencing technical issues or requesting other technical assistance
Provide resolution and assistance to standard application: MS Office, IE9 & above.

Confidential, Phoenix, AZ

Maricopa Election Technician

Responsibilities:

Deploy and setup Dell Site Book tablets to election sites.
Inventory all equipment sent to election sites.
Setup network printers and test.
Setup private network for Dell Site Books and printers.
Troubleshoot issues with network connectivity of private network on site.
Set up and test printers for ballot documents.
Breakdown and inventory after the election was complete.
Answer phones and/or email and create tickets, using ServiceNow
Offer first line of customer support, and provide information found in knowledge bases
Following a knowledge base and priority matrix for issue resolution
Remote diagnostics and troubleshooting client workstations.

Confidential, Phoenix, AZ

Level 1 Support Engineer

Responsibilities:

Responsible for remote IT support of Confidential customers.
Answer inbound calls/request in a timely fashion
Resolve technical issues using strong customer service skills to provide phone support
Producing accurate, detailed documentation at the client, problem and incident level
Educate and instruct customers on usage of provided IT systems and services to increase capability or resolve issues
Provide support for IBM Notes issues during Office 365 migration
Support IBM Domino servers during an Office 365 migration.
Plan for decommissioning and consolidation IBM Domino servers.
Extract email from Exchange 2016 in to local PST files.
Verify all extracted are correct.
Document all information from extracted PST files.

Confidential, Gresham, OR

IBM Domino Administrator

Responsibilities:

Confidential, Phoenix, AZ

Senior Analyst

Responsibilities:

Migrate users from the Abrazo Windows domain in to the Tenet domain using Quest Migration Resource Update Manager.
Pilot Office G Suite migrations.
Troubleshoot and resolve user issues with systems escalated from 1st level support.
Responsible for end user support for Tenet employees during the migration.
Manage halp desk incidents assigned to my support team
Support Kaiser Permanente employees with Notes client questions and issues.
Administration and support of over 100 Domino 9.0.1 & 8.5 servers.
Monitor, troubleshoot and optimize mail routing topology for the entire mail system.
Upgrade IBM Domino servers from Domino 8.5 to Domino 9.0.1
Install service packs on Domino servers during off hours.