Desktop Support Engineer Resume Profile

SUMMARY

Motivated, detail oriented IT Systems professional with over 10 years advanced experience providing customer service. Demonstrated ability to successfully analyze a business unit's critical support requirements, identify deficiencies, potential opportunities, and develop innovative solutions for increasing reliability and improving productivity. A proven leader to manage teams, well-versed in audit practices, with the ability to increase associate capabilities via knowledge transfer and collaborate organizationally to improve and streamline processes. Possess in-depth understanding of computer hardware and software installation, configuration, licensing, troubleshooting, and support.

WORK EXPERIENCE

Confidential

Provide software and hardware support and installation by phone and deskside, to more than 3,000 users, AVP, and VP both remotely using Bomgar and on site
Deploy new and/or rebuild computer systems, install requested applications
Provide Blackberry and Sprint Air Card configuration and support
Timely remediation or escalation of incident management tickets
Mentor and train Year-Up apprentices on all facets of job requirements and work environment

Desktop Support Engineer

Confidential

Migrated 4000 users from Outlook to Lotus Notes
Supported all users in migration, including remote users and users at all Boston sites
Completed follow-up user training and support
Provided Blackberry configuration and support

Confidential

Organized laptop inventory, imaged laptop according to users needs, installed requested software and performed data migration from old system to new.
Built laptops using WinPe, Altiris software for software updates and patches
Configured VPN software and installed wireless certificates
Provided training upon delivery of new laptop focusing on features and wireless configuration
Met project deadlines and communicated with project team and stakeholders regularly
Consistently met daily deployment requests 800 total for project

Independent Consulting

Setup and configured home wireless networks, including wireless routers, cable modem, DHCP and printers.
Configured antivirus scanning, spyware removal, application support, OS patching and software installation
Performed Laptop maintenance, keyboard replacing, memory upgrades, LCD replacement and wireless configuration
Provided clients with instructional step-by-step documentation for requested procedures

Confidential

Operations Manager

Provided technical knowledge and set direction of strategy for company-wide IT policies and procedures
Supported senior management team 24/7 including the President, COO, CFO and SVPs
Managed and scheduled the day-to-day activities of the computer support desk consisting of 9 team members performing various duties of troubleshooting, system deployments, software upgrades, server deployments, supporting the community of 850 local and remote user's hardware and software needs
Performed AD duties including Group Policy, user and folder level security
Configured, maintained and ensured integrity of corporate data and email systems
Deployed and implemented a centralized Anti Virus and data backup system
Documented LAN infrastructure, server configs, and created instructional materials
Created corporate support policy, and computer support disaster recovery methodology
Supplied senior management with quarterly department status matrix and participated in annual budget planning. Participated in SOX testing to meet auditing requirements and report findings to management. Met all target and yearly goals within or below budget.
Established and maintained loyal relationships with both external customers and employees at all levels by ensuring a common understanding of expectations, needs, wants, and demonstrating commitment.
Directed Vulnerability Management processes which included Qualys network scan detection and patch remediation to the server and desktop level.
Collaborated and implemented a centralized backup system to reduce hardware costs, improve reliability, and reduce the backup window
Fulfilled user administration, file shares, server and desktop patch management duties
Implemented an automated vulnerability and patch management system to replace a manual and resource intensive process resulting in real time system status and increased reporting
Implemented a centralized Anti Virus solution to streamline the deployment and reporting proc

Confidential

Network Administrator

Supported senior management and provided input into choosing network hardware
Provided 2nd level support for corporate file and email servers
Deployed and configured Compaq servers, Dell desktop and laptops
Documented LAN and server configurations

Confidential

LAN Support Specialist

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