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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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