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

Anti-Virus: Cylance, Trend Micro, Norton, ESET

Backup & Recovery: Backupify, Backblaze, Solarwinds, Clonezilla, Evault, Shadowprotect, MSP Backup Management

Endpoint Monitoring & Management: Sophos endpoint agent, Solarwinds N-Able, Addigy

PROFESSIONAL EXPERIENCE

Confidential

Field Engineer / Junior Systems Administrator

Responsibilities:

Support for clients in the Maryland, DC, and Virginia areas
Individual business sizes ranging from >10 users and up to 500+ users per client
Administrator for Solarwinds remote monitoring and N-Central
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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