We provide IT Staff Augmentation Services!

System Engineer Resume

5.00/5 (Submit Your Rating)

New York, NY

SUMMARY:

  • I have over 20+ years of experience. Focused on improving the alignment of ITIL to the business, providing services that better meet the needs of customers. Improving the quality of the ITSM/SNOW services delivered by understanding the required levels of availability, security, capacity, and continuity, and then planning solutions that deliver quality service while lowering the cost of delivering IT by reducing the 8 Wastes of LEAN: Defects, Overproduction, Waiting, Unused Talent, Transportation Inventory, Motion, and Extra - Processing.

PROFESSIONAL EXPERIENCE:

Confidential . - New York, NY

System Engineer

Responsibilities:

  • Lead L1 and L2 technicians with escalated issues. Worked with the support desk to provide third-line technical support for “C-Suite” executives, ensuring assigned calls are responded to, diagnosed, and resolved swiftly and effectively in line with operational level agreements and service level objectives. Sensitivity and urgency in dealing with the line of business outages. Hygienic/compliant management of the timely root cause action item completion.
  • Passion for utilizing ITIL to identify problems that cause incidents and lengthen the time to repair, and attacking the issues to eliminate the cause in our environment. Attends project meetings and provides technical, logistical, consulting, hands-on guidance, and advice to senior leadership and “C-Suite” executives on various technology topics.
  • Maintains an up-to-date level of knowledge with regards to all technology, keeping abreast of industry trends and current best practices as it relates to the company technology stack.
  • Supports SNOW, Windows and Jamf managed Apple & mobile devices including iPhone, iPad, and Android, and provides support for all “C-Suite” executive onsite & offsite meeting activities.
  • Serves as primary IT Point of Contact for “C-Suite” executives, provides audiovisual system setup, business support, and support for all “C-Suite” executive’s home offices as needed while maintaining confidentially and privacy in all dealings with “C-Suite” executives and support staff, and promptly responds to all technical support issues 24x7x365.
  • Ensures that Operational, Service Level, regulatory, and company guidelines are adhered to at all times, communicates the progress of investigations and planned solutions to customers, manages their level of expectation, and increases their understanding of company desktop technology. Network configuration and problem-solving in Windows, Apple, and Citrix environments (wired and wireless; residential and business).
  • Reports to the “Sr. Director Executive Support Services” and provides on-site and remote technical support to “C-Suite” executive staff, assistants, and all high-profile users falling under the remit of the “Executive Support Program.” Maintains asset management of VIP end-user devices (mobile, desktops, and laptops).

Confidential - New York, NY

IT Operations Lead - L3

Responsibilities:

  • Worked on knowledge acquisition and updated related documents. Worked with respective teams and individuals to minimize incidents. Participated in business meetings with various stakeholders on a needed basis. Estimated and reviewed on a needed basis new projects and of new team members.
  • ServiceNow CMDB configuration items and asset management including disposal of e-waste. Interacted with vendors, prepared department status reports, coordinated with stakeholders, performed RCA for major incidents related to a particular tower, and took corrective actions based on customer satisfaction surveys to work on service improvement programs.
  • Provided quality security process defined for the engagement to perform Trend analysis, identified top incidents, ensured proper communication and quick resolution for crisis management plans and schedule changes, handled first point escalation for all technical & process issues, and provided technical subject matter expertise.
  • Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) - e.g.: Problems open, closed, problems with no Post mortems done, Problems with no tasks, Problems ready for closure, etc

Confidential - New York, NY

Field Service Egineer L2

Responsibilities:

  • Cloud Hosting applications support, DigiLocker, WVD, and Mobil solutions resolved ServiceNow tickets for EYV from EYV L1 Helpdesk and escalated to EYV L3 role when required.
  • Addressed service requests, resolved incidents through EYV knowledge articles, and deployment guides, and developed effective call management including logging, monitoring, updating, prioritizing, and resolving calls.
  • Assisted in the development of the SMTDs, EPD, and Op’s manuals, (KAP) knowledge transfer, and transition.

Confidential . - New York, NY

Senior System Administrator

Responsibilities:

  • Collected data related to hardware, software, devices, and user details.
  • EUC technologies include print, SCCM, O365, Antivirus, Encryption, etc.
  • Provided White Glove Service with users to ascertain site and user readiness, application rationalization, and normalization.
  • Deployment strategy and rollout planning for Windows 10 multi-site environment, and technologies, submitted direct reports and technical documentation to the Project Manager.
  • Supported ITIL as required, SCCM, AD, HR Database, working knowledge of Juriba Dashworks, installation, and configuration, utilized ZTI, LTI, and HTI migration of Windows 10, SCCM/MDT/manual with user data and application installations.
  • End-to-end scheduling of users and tracking responses, performed application readiness and deployment, worked with site contacts and coordinated building plans to achieve deployment timelines & coordination with other teams.

Confidential - New York, NY

Infrastructure Support Analyst

Responsibilities:

  • Supported Mural digital workspace and provided onsite support for all users.
  • Set up laptops, tablets, and mobile devices, configure applications and troubleshoot issues.
  • Provided White Glove service setting up personal A/V hosting of conferences with clients locally, monitored, conference AV equipment technology VPN, security tokens, Skype, NW/Wi-Fi, Hot Spots, answered daily inquiries, providing excellent customer service to offsite locations and special events.
  • Contacted vendors for replacements or substitutions, customer service for internal and external vendors, self-driven, professional attitude, and customer skills to build rapport to understand, advise, and service.
  • Handled technology support orders over the phone, coordinated equipment deliveries to off-site facilities, and highly connected with tech communities in terms of the new office gadgets, features, and industry trends.
  • Responsible for over $40k of A/V equipment as the single point of contact for senior Partners and Managers, communicated equipment and performance issues, printers, drivers, plug-ins, Outlook 365, MS Office, and Adobe.

Confidential - New York, NY

Deployment Technician

Responsibilities:

  • Interfaced with the onsite local support team lead as appropriate.
  • Used utility to back up data from old PC and restored data on new Windows 10 PC.
  • Prepared e-waste shipments and hardware for storage onsite, and collaborated with the Logistics Coordinator for shipping issues with receiving or outbound shipping.
  • Used ServiceNow to update deployment records including tasks for actual deployment and asset tracking, collaborated with the Deployment Coordinator for scheduling questions and escalated any missed appointments.

Confidential - New York, NY

Cloud Specialist

Responsibilities:

  • Supported PCs, peripheral devices, hardware, software, and network connectivity.
  • MTA headquarters liaison with senior executives submitted quality control progress reports.
  • Managed IT inventory of all equipment, licenses, service, and support contracts and incidents.
  • Assisted in the deployment of new technologies and other related tasks e.g. thin clients (Wyse, Citrix), provided on an as-needed basis to employees, and examined mobile devices to repair issues.
  • Responsible for the support of Office 365 and installation of Windows 10 and additional software, maintained PCs and peripherals including, notebooks, and laptops.
  • Supported customers with technical assistance, network connectivity, diagnosis of hardware and software, ordered, maintained, set up, and distributed mobile voice, data devices, headsets, and telephone telecom equipment.

Confidential - New York, NY

Tech Support Specialist - E2

Responsibilities:

  • Windows 10 RDP, Office 365 and conference room, IMAC, and, decommission support.
  • Utilized ServiceNow ITSM to maintain incident and task tickets within customer service SLA.
  • Onboarded new hires, and attended team meetings to discuss aging incidents and tasks status, added and removed users, and unlocked and reset end-user passwords in Active Directory.
  • Installed local and networked printers, shipped approved hardware to remote users, received assets from off-boarded employees, and worked on hardware asset disposal procedures.
  • Supported top-level executives locally and in the field with e-mail, printers, iPhone, Android, and VPN, responsible for assets at local sites, and ensured management of assets in inventory.
  • Worked with VVIPs on break-fix incidents for approved assets and mobile device support (iOS, Android), provided on-site and remote resolution of incidents for multiple customers within 1000+ user environments, and imaged systems using approved tools.
  • Utilized LANDESK ITSM to troubleshoot and support Windows 10 HP workstations, laptops including Apple, AirWatch MDM, Device and Data Security, asset inventory management, and remote support.
  • Worked with the Helpdesk to promptly resolve all issues, addressing assigned incidents promptly, maintained network printers, mobile devices, and telecommunications equipment, and updated ticket queue with all incidents utilizing the ServiceNow ticket management system.

Confidential - New York, NY

Dell - L4 Team Lead

Responsibilities:

  • Worked with the Director of Desktop Delivery Services, submitted daily progress reports, and supervised Dell L3 Advanced Techs in the deployment process, provided AirWatch MDM, Device and Data Security, Asset Inventory and Management, and Remote Support.
  • Added asset tags to user groups to automate software installation via LANDesk Desktop Manager, monitored techs, reset user passwords in Active Directory & conducted all post-deployment verifications.
  • Submitted all completed reports of known deployment issues to the Director of Desktop Delivery Services, and submitted requests to return defective equipment under warranty to Dell for product replacement & repair.
  • System-wide refresh of Lenovo T440 laptops, configured software, user settings, printers, wireless devices, Android, iPhone & Blackberry, activation, configuration support, and data transfer, wiped hard drives of leased laptops before returning at end of the current lease.
  • Refreshed T731, T4410’s, imaged and configured via SCCM, Fujitsu T732 tablet PCs with Windows 7, and trained nursing staff on T732 Sprint Connect, Cisco VPN, PGP encryption, Outlook & Allscripts Homecare software.

Confidential - New York, NY

Desktop Support Analyst

Responsibilities:

  • Refreshed Dell, HP & Lenovo desktops & workstations from Windows XP to Windows 7.
  • Noted monitor configurations and current applications and backed up trader’s user data.
  • Deployed images from network, pre-populated software, and scheduled user for deployment.

Confidential - New York, NY

HP Deployment Technician

Responsibilities:

  • Rebuilt workstations, set up network & local printers, verified branch devices status.
  • Refreshed Windows XP systems to Windows 7 providing corporate FDOB and SDOB support.
  • System-wide remote “push” migration of Citrix virtual “iWin Desktop” to a 12,000+ user base.
  • Monitored phone bridge giving verbal instructions to technicians on floor troubleshooting issues.
  • Replaced and/or refreshed assets of 8000+ users from Windows XP to Windows 7.
  • Utilized Altiris Asset Management Suite to determine IT asset compliance standards.
  • Configured user’s software, email clients, peripheral devices, and local and networked printers.

Confidential - Tarrytown, NY

Deployment Engineer

Responsibilities:

  • Imaged Lenovo and Apple laptops, responded to tickets, troubleshoot, and provided next-day support to end-users.

Confidential - New York, NY

Desktop Support Analyst

Responsibilities:

  • Contacted vendors for RMA of defective or end-of-life cycle equipment.
  • Supported audio & video conferencing for Partner's daily client meetings.
  • Refreshed Windows-compliant assets and set up new systems to replace older assets.
  • Maintained inventory of PC assets, software, and updated group policy for remediation.
  • Provided desktop and remote support to senior executives department-wide 24/7 on-call.
  • Scheduled deployments, provisioned PCs from network build, and pre-populated software.

Confidential - New York, NY

Audio/Visual Technician

Responsibilities:

  • Inspected & troubleshoot all audio & video devices used for priority global teleconferencing.
  • Resolved assigned trouble tickets promptly and created tickets when escalation was required.
  • Provided senior management with video conferencing setup, Tandberg-Cisco, GVC HP TouchSmart 600 PC teleconferencing, and overhead projectors.

Confidential - New York, NY

Deployment Engineer

Responsibilities:

  • Staged Lenovo & Mac laptops with standard image configured software and local and network printers, responded to service tickets in Remedy, troubleshoot issues, and provided next-day support to end-users.
  • Built HP xw6400, xw4400 & dc7700 workstations on trade floor via network build process, configured Outlook, verified pst. files were migrated error-free and conducted post quality control per shift.
  • Supervised technicians in deployment & provided support for users who received BlackBerry applications and submitted nightly email progress reports indicating points of escalation when applicable.

Confidential - New York, NY

Deployment Engineer

Responsibilities:

  • Installed additional software including client’s printers, scanners, and BlackBerry 7250 devices, ensured that all clients received updated technical build drop-off sheets and correct “user bios passwords.”
  • Submitted nightly migration status reports that detailed any errors encountered during the build process, secured legacy equipment, maintained an orderly work environment, and assisted technicians when necessary.

Confidential . - New York, NY

Deployment Engineer

Responsibilities:

  • Tracked inventory of new T60 laptops and all legacy equipment, utilized Ghost to stage IBM T60 laptops, deployed laptops, tested multiple applications, and set up network printers.
  • Utilized Ghost to stage HP Compaq dc5100 desktops, set up local and networked printers & tested applications, configured end-users Outlook clients verifying the restoration of all user pst. files and archives.ll Express Voicemail

We'd love your feedback!