Deployment Technician Resume

SUMMARY

Detail - oriented, thorough, and organized IT technician with over 6 years of experience seeking a Network Engineer role. Demonstrated capacity to identify root causes and direct users to long lasting resolutions. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technology quickly.

TECHNICAL SKILLS

Operating Systems: Windows XP/Vista/7/8/10, Windows Server 2006, 2012 R2, Mac OS El Capitan and, Sierra.

Application/Tool: MS Office Suite, Access, Exchange, Service-Now, Remedy and Front Range, AS400, Remote Desktop, Bomgar, Slack, G-Suite, SQL, Oracle Identity Manager, VNC, Aloha Online Ordering, POS Software and, Active Directory.

Networking: LAN/WAN, TCP/IP protocols, Ethernet, Wireless, Routers, DNS, VPN, Meraki Switches and, Servers.

Hardware: PCs/Laptops/Server, Hubs, Switches, Routers, Registers, Printers, Receipt Printers, Scanners and, VeriFone Card Readers.

PROFESSIONAL EXPERIENCE

Deployment Technician

Confidential

Responsibilities:

Created user accounts using active directory.
Installed and upgraded Microsoft Operating Systems.
Performed virus detection and removal.
Imaged Windows 10 computers from PXE boot.
Configured and Managed IOS Tablets and Peripherals.
Tested for nominal operation of devices post-deployment.
Troubleshot to identify and resolve root cause of hardware or software malfunctions and escalate as needed.

Service Desk Agent

Confidential

Responsibilities:

Took ownership of Analyst I’s escalations and drove it to resolution.
Escalated issues as needed to Supervisors/Managers/Tier3 and Network Engineers/other groups by following established SOPs.
Monitored transaction/infrastructure alerts using remote monitoring and management tools and responded accordingly through service tickets.
Triaged, prioritized, managed and reported on help desk tickets / resolutions.
Performed software and device patch updates, network device monitoring, and network tools health check.
Performed data backups, disaster recovery and SCCM deployments.
Support CFA POS hardware; including registers, bump bars, KPS’, kiwis, receipt printers, and connectivity hardware.
Supported IOS, Android mobile devices, desktops and printers.
Updated and maintained knowledge base to aid with troubleshooting and provided training on the fly.
Maintained Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
Sweep Tier 1 cases to be sure they are moving in the right direction.

Service Desk Agent

Confidential

Responsibilities:

Bilingual (Spanish) contact for all point of sale, inventory, and desktop related issues for the business units.
Installed, upgraded and assisted with the maintenance of back office hardware, POS hardware and peripherals, Software, Web Application, and Printers.
Monitored cloud-hosted and end-user systems using remote monitoring and management tools.
Supported local, wide-area, and hosted networks and assisted in their installation.
Supported IOS and Android mobile devices.
Provided end-user support and training on monitored systems via phone, and email using Bomgar and Remote Desktop.
Installed and upgraded Microsoft Operating Systems.
Performs virus detection and removal.
Troubleshoot basic network, software, and printing problems
Troubleshot Network Modems, Routers, Switches.
Installed and Configure WIFI Access Points
Ran CAT6 Network Wiring to from patch panel to switch.
Logged and accurately updated all service desk tickets into Incident Management System (ServiceNow).
Used Identity Management, Active Directory and Microsoft 365 to manage accounts, profiles, and policies.
Handled constantly changing flow of call volume while remaining productive during off peak times.

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