Senior Site Support Engineer Resume

PROFESSIONAL EXPERIENCE:

Confidential, NJ

Senior Site Support Engineer

Responsibilities:

Provide support for all employees and contractors at clients campus in Lawrenceville, NJ.
Troubleshoot and resolve all issues related to company issued laptop and desktop computers onsite and remotely including Lenovo, MS Surface, Macbook and Chromebook.
Assist users in installing,configuring and maintaining Amazon Workspace instances.
Prep desks for all new hires and verify connectivity at each location.
Patch ethernet ports at switches in LAN rooms when necessary.
Retrieve all hardware from departing users.
Retrieve business data from departed users laptop if requested.
Wipe laptops and return to inventory for future use.
Update clients inventory system for every device being utilized or retired.
Utilize clients ticketing system, Vitalize, to open, update and close all tickets assigned to myself.
Support all software installed on users systems such as MS Office, Cisco, Adobe and all proprietary apps.

Confidential, Bridgewater, NJ

Desktop Support, Infrastructure Support, Domain Admin

Responsibilities:

Image and wipe Windows laptops per security protocols in place. Oversaw relocation of clients office in Princeton, NJ to NY, NY including migrating all sytems, shipping all hardware and terminating service in the Princeton office.
Migrated both locations from Windows based hardware to ACE (Apple Certified Ecosystem) after relocating to NY.
Christopher MackoPage 2
Oversaw updating all VDI's from Windows 7 to Windows 10 along with updating MS Office .
Oversaw replacing all Wifi AP's from Aruba to Cisco. Assign/reclaim hardware to all new hires and terminations. Work with Cisco WebEx, Slack, Jamf technology management system, various Mac based apps/software.

Confidential

Help Desk/Desktop Support

Responsibilities:

Assist employees in house with various issues in software and hardware.
Assist remote employees,employees from sister offices and affiliated agencies over the phone and through Go To Assist, RDP and M.S. Lync/Skype for Business.
Work with 3rd party support team for telecom issues, access requests and problems with mail server.
Reimage PC's, roll out hardware refreshes and keep track of hardware inventory.
Perform password changes, account unlocks, roll out new software and updates to existing software and test for proper functionality. Work with Zendesk, Landesk, M.S. Office 2013/2016, Cisco VPN, RSA Tokens, ImageRight and proprietary applications. Troubleshoot Windows 7 Enterprise and Mac OSX.

Confidential

Customer Service Advisor, Help Desk

Responsibilities:

Troubleshooting customers services, phone,TV and Internet via phone and remote assistance.Tier two support when previous issues with customers services were unresolved.
Fielded 20 - 30 calls per shift, on average, using a proprietary ticketing system.
Aided residential and business customers with various PC issues such as password resets, data service interruption, wifi connections, website connection problems, email problems and proprietary application problems.
Troubleshot PC issues through phone and remote connections via GTA (Go To Assist).
Helped customers with issues with mobile devices such as Android and IOS smart phones, Android and IOS tablets and Windows and MAC laptop computers as well. Also worked to help customers resolve any problems with proprietary mobile apps for these devices. Some sales duties in which customers were notified of specials or new services being offered.
Checked to ensure that appropriate changes were made to resolve customers' problems.
Resolved customers' service and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Contacted customers in order to respond to inquiries and to notify them of claim investigation results and any planned adjustments. Referred unresolved customer grievances to designated departments for further investigation.
Completed contract forms, prepared change of address records, and issued service discontinuance orders, using computers.
Conferred with customers by telephone in order to provide information about products and services, to take orders and cancel accounts, and to obtain details of complaints.

Confidential

Service Tech

Responsibilities:

Tested x-ray machines and accessory equipment to locate defects, using voltmeter and laboratory testing instruments.
Compared readings on x-ray control meter and timer with measurements taken with standard instruments during machine operation to verify or adjust meter and timer calibration.
Tested performance of transformer and measured voltages, using voltmeter, and compared results with standard graphs.
Planned layouts of x-ray departments and installed equipment, analog and digital.
Trained technicians in operation of equipment.
Maintained processing equipment, analog and digital.
General troubleshooting in person and via phone.
Kept customers equipment within guidelines of state QA/QC program.
Delivered supplies when necessary.

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