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Desktop Support Engineer Resume Profile

PROFESSIONAL QUALIFICATIONS

  • ITIL V3 Foundations Certified
  • ITIL V3 Intermediate Continual Service Improvement Certified
  • ITIL V3 Intermediate Service Transition Certified
  • Greenbelt Certified
  • Trained in Lean Six Sigma
  • Credit Suisse RAVE IT Site Award 2011
  • Trained in Lean Six Sigma Process Improvement
  • Proven Leadership
  • Root Cause Analysis
  • Reporting and Analytics

EMPLOYMENT HISTORY

Confidential

Workforce Manager / Process Improvement

  • Create Workforce Management strategy to meet the requirements of a global 24/7/365 service
  • Manage Workforce through NICE IEX Totalview Workforce Management version 3.12.6, Snap Schedule Premium, Excel 2010, and Avaya Call Management Supervisor CMS
  • Resource Management through time, expense, headcount, and performance tracking
  • Reporting and Analytics the use of Excel, IGRAFX, IEX, ITSM 7 Remedy, CMS Supervisor, and Visokio Omniscope,
  • Develop, document, and implement all Workforce Management processes to meet the needs of Leadership, HR, and Legal Compliance
  • Identify inefficiencies and streamline process through Six Sigma methodology
  • Designed the structure and database for NICE IEX Totalview Workforce Management v3.12.6
  • Forecasting arrival patterns for contacts to include seasonal drift, new service onboarding, and anticipated changes in IT infrastructure
  • Forecasting arrival patterns for contacts to include seasonal drift, new service onboarding, and anticipated changes in IT infrastructure
  • Maintain BCP disaster recovery plan
  • Technology Team Lead for User Acceptance Testing UAT

Confidential

Support Specialist Global Support Center

  • Assist in onboarding the Global Support Center. Act as lead for the User Acceptance Testing team. Developed and tested many processes for GSD still used today
  • Troubleshoot Windows XP / 7 Workstation issues
  • Manage Ticket Queues with the Ticketing Software - ITSM 7 Remedy
  • Develop eLearning training material

Confidential

Desktop Support Engineer

  • Manage Ticket Queues with the Ticketing Software Unicenter Service Desk
  • Provide Technical Support for Local Desktops/Laptops
  • Image Windows 2000/XP/Vista Workstations with Proprietary Scripts
  • Troubleshoot Windows 2000/XP/Vista Workstation problems
  • Troubleshoot Windows Server 2003 and 2008
  • Set up Windows Media Servers for Streaming Videos and Live Streams
  • Administer Tape Backups with Computer Associates ARCServe 12.5
  • Provide Support for external VPN with Cisco Secure ACS v3.3
  • Monitor Routers, Circuits, Switches, and Servers with SolarWinds Orion Network Monitor
  • Provide First Level Troubleshooting for Cisco Routers
  • Administer Cisco Phones through the use of Cisco Call Manager and Cisco Unity
  • Managed User and Computer Objects through the use of Active Directory
  • Provide Audio and Video Support through the use of Projectors and Sound Equipment
  • Troubleshooting All Microsoft Office 2000/2003/2007 Products including Word, Excel, Powerpoint, Exchange, Outlook, Access, and Publisher
  • Support ActiveSync on Cell Phones for Microsoft Exchange

Confidential

Support Engineer Team Lead

  • Provide Remote and Local Technical Support for Desktops/Laptops
  • Create SMS Query Reports
  • Image Windows 2000/XP/Vista Workstations through the use of RIS, Ghost, and BDD
  • Manage Ticket Queues with the Ticketing Software - Infra
  • Manage the Print Servers for all US locations and Printer Support
  • Provide Audio and Video Support through the use of Projectors and Sound Equipment
  • Managed User and Computer Objects through the use of Active Directory
  • Optimized Computer Function to like New Condition through the use of Spyware Removal, Virus Removal, Temporary File Removal and Configuring Registry

Confidential

Network Support Technician Team Lead

  • Desktop/Network Support for 700 employees
  • Imaged Windows NT/95/98/2000/XP workstations
  • Troubleshoot from a large assortment of software including Microsoft Office 2003, Auto CADD 2002/2004, Trace 700, Topps, Power Suite, Adobe Reader/Writer/Photoshop, Quark, VScan
  • Create scripts using Visual Basic for deployment/installations/troubleshooting.
  • Provide Software and Hardware Printer Support

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