SUMMARY:

• Strong customer service skills
• Able to prioritize and organize heavy work - loads deadlines
• Strong oral and written communication skills
• Service Now, Remedy, EM7 ScienceLogic

TECHNICAL SKILLS:

10 years of professional IT support

Windows 2000 - 2019

Windows Server 2000 - 2019

Virtualization using ESXi 4 through 6.5 and Microsoft Hyper-V

Backup and Disaster Recovery:

Acronis, Veeam, and Back-up Exec

Citrix

Storage: Nimble, ReadyNAS, Pure Storage, VMware, SANs

WORK EXPERIENCE:

Confidential, Rockland, MA

System Engineer

Responsibilities:

• Monitored systems for performance and availability and responded to alerts and system error messages.
• Oversee testing and maintenance of client backups and BDR compliance
• Implement & troubleshoot Microsoft server environments
• Build and configure IBM/Dell/HP server equipment
• Setup and implement virtual environments using HyperV/VMware
• Install equipment and application software
• Fully document all procedures and tasks, and create documentation for lower level techs
• Serve as a point of escalation to junior level engineers
• Participate in after-hours upgrades, troubleshooting, and/or on-call availability as needed.

Confidential, Boston, MA

Field Engineer

Responsibilities:

• Migrate desktops to VDIs
• Asset Management
• Managing domain accounts within Active Directory (Creating, Enabling, Disabling accounts)
• Software deployments via SSCM
• RSA Management
• Audio Visual Support
• Provide guidance to junior members of team

Confidential, Norwell, MA

Senior Support Specialist

Responsibilities:

• Troubleshoot Networking issues related to desktops/laptops/VOIP phones
• Troubleshoot System issues related to end users
• Worked thru a ticketing system (Service Now)
• Support of Mobile devices (iPhone, iPad and Androids)
• Support of 15000 end user remotely
• Configure SMTP on network printers

Confidential, Boston, MA

IT Support Specialist

Responsibilities:

• Provide support to over 3000 end users relating to hardware and software, computer applications, LAN components and peripherals
• Provide support for Wholesale users and VIPS
• Complete on-site analysis, identification, and resolution of difficult desktop problems for end users
• Install, test, maintain, and troubleshoot end user workstations and interrelated hardware and software
• Retrieved work assignments ticketing system, Remedy
• Support of remote users
• Supported Applications: Window7/XP, Office 2010/2007, Saleslogix, Juniper VPN, used Remedy ticketing.
• Created manuals for other technicians to reference too

Confidential, Braintree, MA

Desk side Support

Responsibilities:

• Installed, configured, and maintained the functionality of company desktop systems, together with peripheral appendages and software.
• Performed routine maintenance on all user accounts, data files, etc.
• Warranty replacements on computer hardware
• Provide remote maintenance on end-user systems using Remote Desktop Connection
• Imaged pcs and laptops for deployment
• Coordinated disposal of broken/outdated equipment
• Used Active Dictionary to reset user passwords and find computers in network
• Maintained hardware inventory
• Installed local and network printers