Desktop Support Engineer Resume Philadelphia, PA - Hire IT People

SUMMARY

Comprehensive Skilled problem identifier and troubleshooter, able to pinpoint and resolve errors in early stages to avoid time / cost expenditures.
Demonstrated success providing excellent customer service using creative out - of-the-box thinking, while managing multiple projects and priorities.

AREAS OF EXPERTISE

Ability to ask in depth questions to end user & provide excellent customer service
Possess advanced knowledge in all desktop applications, process and technology improvement
Knowledge understanding and effective use of industry technology, database search & retrieval
Knowledge of and compliance with company practices and protocols
Excellent management of time and resources
Understanding of hardware & software architecture
Expert of troubleshooting hardware and software problems
Knowledge of networking configuration -Troubleshooting WLAN LAN networks
Knowledge of AWS Cloud services & Microsoft Azure Portal
Proficient in Active Directory Administration

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential, Philadelphia, PA

Desktop Support Engineer

Responsibilities:

Confidential, Philadelphia, PA

Desktop Support III-END USER SUPPORT

Responsibilities:

Worked with Desktop Support team to complete all 3rd-level escalated issues
VDI’s, Network printers, copiers, iPad, iPhone and Droid devices.
Support over 1000 remote users nationwide via Cisco VPN, vmware, remote desktop, phone
Led Migration Project of 30 remote users from Gengo Acquisition
Served as point of contact for Spreadsheet updates during TEN Migration
Tracked all hardware ordered by Thomson Reuters for New hires. Worked with HR department to
Train new employees on TR procedures. Responsible for 75% of New hire builds
Granted admin rights ad share access to users via Active Directory
Configured Cisco Telepresence and AV equipment for presentations.
Configuration of Company email on portable devices
Performed desktop encryption for Company hardware to secure company data
Assign users additional network access by activating port via patch panel and Cisco switch
Held accountable for 25% of all PC Refresh Builds laptop, Desktops 250 annually. Data transfer and recover on Laptops and Desktops

Confidential, Wayne, PA

Desktop Support II-END USER SUPPORT

Responsibilities:

Worked Support team to complete all escalated issues.
Worked with Desktop and LAN support for over a 1000 users. Supported 75 HP printers, scanners, and plotters.
Responsible for backups and recovery of users personal data.
Responsible for the P.C. setup of new hires. Handled up to 30 cases a week.
Set up VPN accounts for new users
Used Active Directory to set permissions
Used Dameware pc software to support users remotely
Installed and configured desktop Mgr. for Blackberry use
Managed and configured Safeboot security software on all Laptop's

Confidential, Philadelphia, PA

System Engineer II-END USER Support

Responsibilities:

Performed Desktop and LAN support for over 500 users. Worked with project team to complete long term projects.
Configured new printers on the network domain.
Worked with LDS team to complete escalated issues from helpdesk
Transfer of files, software via internet and new pc's to the network Domain.
Updated database daily to show status of LDS tickets and current projects.
Installed and configured VPN on Dell, HP laptops.
Backed up users personal data so it can be migrated to the new machine .
Use of Active Directory to give admin rights unlock and manage user accounts