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Field Engineer / Junior Systems Administrator Resume

SUMMARY:

  • Excellent communication skills; ability to work independently & among a group to troubleshoot high - end issues.
  • Ability to work in a high-volume environment & handle on multiple issues at once.
  • Excellent analysis and troubleshooting skills, adept at root-cause analysis for user issues.
  • Dedication to friendly workplace relationship and building trust with all end-users and teammates.
  • Continual & consistent documentation of operational tasks & resolution to ensure ongoing high-performance delivery for myself & my team.

TECHNICAL SKILLS:

Machines: User laptop & desktop management and troubleshooting.

VOIP: Ringfree, Broadsoft, Jive, and Zultys

Peripherals: Printers, tablets, cell phones.

Network Devices: Meraki, Sophos, & Dell SonicWall Firewalls. Ruckus and Ubiquiti WAPS.

Virtual Machines/Networks: vSphere, Hyper-V, Azure, AnyConnect, Citrix, Meraki

Operating Systems: Windows 7/8/10 Windows Server 2008/ & 2008r2, 2012 & 2012r2 MacOS

Mobile: Android & iOS

Software: MS Suite 2007/2010/2013/2016, Office 365, SharePoint E - mail MS 365, Exchange, Outlook, GSuite, Mimecast, and Barracuda spam filtering Adobe Suite Standard, Pro, and Creative Cloud

Active Directory: Azure AD, RBAC and group policies

AntiVirus: Cylance, Trend Micro, Norton, ESET

PROFESSIONAL EXPERIENCE:

Confidential

Field Engineer / Junior Systems Administrator

Responsibilities:

  • Individual business sizes ranging from >10 users and up to 500+ users per client
  • Configured alerts and updates for all servers and workstations
  • Set up & maintenance of Windows patches for all client workstations and servers
  • Configuration of server alerts to email for any critical diagnostics & notifications
  • Monitoring daily backups for all clients
  • SharePoint Administration - creating users, groups, and folders
  • Maintained access to all files and the site collections as a whole
  • Modification of access rights with RBAC, Group Policy and Azure AD
  • Creation, modification, and termination of employee’s accounts for network, email, and third-party accounts
  • Installation & onboarding of new workstations, routers, firewalls, phones, etc.
  • Create Virtual machines with VMWare and Hyper-V
  • Disaster recovery solutions & execution for user devices & enterprise servers
  • Creating and maintaining asset logs for all IT devices
  • Purchasing required software and hardware for users as needed
  • Installing, administering, and troubleshooting meetings via Microsoft Teams and Zoom
  • Resolution of issues done in-person with clients/users and by RDP when necessary
  • Using third party vendors to manage clients and purchase licenses for them as needed.
  • Documenting installation steps so other engineers can resolve future issues quickly.
  • Creating instructional documents for users regarding specific software.
  • Releasing, whitelisting, and/or blacklisting contacts & domains.
  • Setup new Point-of-sale devices on workstations for clients and working with vendor for installation, software updates, and communication to their server.
  • Using documents within SharePoint to inventory new systems coming out /going to clients.
  • Creating documentation for onboarding, offboarding, drive mappings, and software installation steps to assist the remote support staff
  • Updating software on servers as needed
  • User support done via phone, email, or helpdesk ticketing system
  • Resolve tickets quickly or gather the correct information needed to escalate to a senior engineering team
  • Keep communication open with users regarding open cases via phone or email

Confidential

Technical Support Specialist

Responsibilities:

  • Achieved exceptional level of customer satisfaction and received multiple positive reviews; frequently requested by returning customers due to solid track record of results.
  • Support desktops, laptops, servers, smartphones and tablets.
  • Support 155,000 + users, 45,000 + desktops, 17,000 servers, 39,000 smartphones and tablets, 1,000 + printers
  • Support users via phone, e-mail, and web portal with CRM ticketing system; Remote control via TeamViewer and Kaseya
  • Managed Spam filters to ensure safe email filtering.
  • Frequently assisted users in troubleshooting issues on Windows 7/8/10
  • Removal of Malware and Viruses from workstations and server
  • Setup and troubleshoot issues with VPN
  • Provision and revocation of access to physical & logical assets of the company.
  • Technical documentation of processes and steps taken while troubleshooting.

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