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System Support Engineer Resume

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Houston, TX

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SUMMARY:

  • Extensive experience in providing support to simple & complex technical issues via smartphone, emails, remote, and in - person. Renowned for customer support, IT administration, technical documentation, system maintenance, software and hardware installation, and Office 365 administration.
  • Handled all kind of IT incidents and requests received via phone, e-mail, and Service Now ticketing system
  • Troubleshoot computer problems and performed hardware and software diagnostics and repair.
  • Involved in Desktop and Laptop installation, troubleshooting, hardware configuration, and Wirelessconfigurationand security (IEEE 802.11a/b/g/n)
  • Basic Active Directory skills (group policies, and password resets)
  • Telecommunication -(CAT5 cabling, and coaxial) Ethernet

TECHNICAL EXPERTISE:

  • Help Desk
  • MS Office 365
  • Windows 7 / 8.1 / 10
  • Microsoft Office
  • Microsoft Exchange
  • Active Directory
  • Hardware Troubleshooting
  • Installation Support
  • Imaging
  • Outlook 2013
  • Surface Pro
  • TCP/IP
  • HP, Dell, Lenovo Laptops
  • SWIFT
  • Printers / Scanners
  • ConnectWise
  • Desktop Workstation

PROFESSIONAL EXPERIENCE:

System Support Engineer

Confidential, Houston, TX

Responsibilities:

  • Resolved variety on Connect Wise tickets related to all sort of IT issues.
  • Processed new hires, boarding and transfers of employees and contractors
  • Provided first and second level support for hardware, software, telecom and network issues
  • Set all conference rooms with up to date video conference equipment
  • Utilized remote software to resolve client issues and various IT requests
  • Diagnosed hardware problems, and replaced defective components.
  • Troubleshoot, repaired and provided maintenance to desktops, laptops, Workstation, Tablets, Surf Pro & several types of printers.
  • Assisted company personal with desktop operation, both hardware and software.
  • Provided technical support including identifying problem incident with their subsequent resolutions.
  • Developed and implemented help desk, company-wide procedures including: equipment requests, logging work requests, and reporting site issues
  • Formatted, installed, setup, maintained and troubleshoot desktops, laptops Surface Pro machine for clients.
  • Provided exclusive support of Antivirus update & virus protection, printer installation and troubleshooting, scanner configuration & troubleshooting, troubleshooting of hardware and O/S.
  • Worked on Map drive, share network prints, Connect Wise environment and created tickets.
  • Installed, upgraded, supported and troubleshot Windows OS, authorized desktop applications hardware and peripheral equipment.
  • Set up HVA VDI on HP 620 thin client installing VMWare Horizon Client on Windows 7 Pro and Windows 10 Enterprise.
  • Performed OS installation including Windows 7 Professional & Windows 10 Professional.
  • Responsible for Windows maintenance, dual booting, upgrade & update the windows.
  • Performed MS outlook configuration, Outlook backup & restore, and troubleshooting.

IT Help Desk Support

Confidential

Responsibilities:

  • Employed Active Directory and MS Exchange to manage end user accounts and mailbox administration
  • Delivered general troubleshooting of network accounts, printers, software, and company iPhones
  • Managed software and hardware inventory.
  • Troubleshot computer problems and performed hardware and software diagnostics and repair
  • Identified and troubleshoot user’s system issues.
  • Installed and supported software and provided smartphone support.
  • Worked on roles, users, and permissions, and Troubleshot local & network printers
  • Used Active Directory to manage end users accounts and troubleshoot log on issues.
  • Installed and configured operating system and applications within Office 365 environment
  • Involved in Desktop Maintenance & Hardware Upgrades
  • Responsible for imaging and re-imaging desktops / laptops
  • Troubleshoot laptops / desktops, transferring data, and editing registry
  • Worked on Virus & spyware removal on Network Maintenance
  • Managed Software, Office 365, Microsoft Exchange and Hardware

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