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.