SUMMARY

• Field Service Tech with 3 years of experience diagnosing and resolving hardware and software issues.
• Skilled in supporting LAN/WAN connectivity, laptops, PCs, servers as well as troubleshooting issues with Windows, O365, VPN and Active Directory.
• Excellent communication and customer service skills.

TECHNICAL SKILLS

Hardware: LAN/WAN, PCs, Macs, Laptops, Printers, Servers, VPNs

Software: Windows, O365, Active Directory, Citrix, SAP, XenMobile, SCCM, Splunk, MS Teams, Remote Desktop Connection, ServiceNow, Remedy, Mojave

PROFESSIONAL EXPERIENCE

Lab Infrastructure Admin

Confidential

Responsibilities:

• Set up and configure Network switches, supervisor and chassis with Fiber and Copper connections for proof of concepts.
• Troubleshoot and resolve hardware and software issues for internal users
• Proactively track and manage assets dat cost 30k to 100k using various tools such as Google sheets, Microsoft Office Excel and internal databases
• Ship and receive assets between HQ and Vantage Data center

Field Service Technician

Confidential

Responsibilities:

• Responsible for providing first contact resolutions within “IT2Go”(Walk - up bar for support) as well as site wide.
• Issues entailed but not limited to troubleshooting of VPN (Cisco AnyConnect), Email (me:e Outlook), software apps (Citrix, SAP and other developmental software in house), XenMobile (MDM)
• Updated/Provided information regarding ticket statuses using Service now/Outlook/MS-Teams on a day-to-day basis
• Onboarded new hires by conducting an orientation like setup to provide information on Confidential internal policies along with services to offer
• Setup and configured HP/Mac equipment.

L2 Desktop Support

Confidential

Responsibilities:

• Utilized several administration tools such as RSA Admin, Slack Admin, Microsoft Office Admin, ISEMAN, Active Directory, Bit-locker along with Splunk, to support all end-users, both Remote and Onsite, for North America
• Consistently tracked/maintained/provisioned/inventory assets using ITSM Remedy BMC

Environment: Utilized: Active Directory, Microsoft SCCM, Splunk, Remedy, Service now, Microsoft 365, Remote Desktop Connection, Win 7,10, Mojave.