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Support Engineer Resume

Southfield, MI

SUMMARY:

  • to obtain a job that will utilize my skills. strong problem solving skills, detail oriented and have strong analytical skills. keep current with the latest technology by receiving updates from Technology websites through my email, a great passion for learning about new technology. welling to learn new software application or hardware components in order to do the job.

PROFESSIONAL EXPERIENCE:

Confidential, Southfield, MI

Support Engineer

Responsibilities:

  • Tier 3 support for both hardware and software issues.
  • Troubleshoot / diagnose technical problems with Confidential ’s inventory management solution hardware and software remotely
  • Responsible for maintenance / repair of Confidential ’s inventory management solutions.
  • Provide diagnostics and repair guidance to field associates such as VSRs and OSAs.
  • Responsible for supporting Confidential ’s inventory management solution.
  • Document support requests in Service Now application with thorough details of problem and steps taken to resolve.
  • Submit Knowledge Base articles in ServiceNow to assist Service Desk with first level resolution.
  • Monitor and respond quickly to requests received through ServiceNow ticketing system, email or inbound phone calls within Service Level Agreement.
  • Works closely with the IT Service Desk and PC Support to ensure the team is ready to offer second and third level technical support.

Confidential, Plymouth, MI

Technical Support Analyst

Responsibilities:

  • Help migrated users to Microsoft Office 365 Business 2016
  • Fixed and ordered computers and peripherals such as laptop screens, memory, laptops and ect.
  • Installed Microsoft Office 365 Business 2016 on end user computers
  • Enter helpdesk request information into Ticking Systems
  • Troubleshooting and fixed, printers, fax machines and scanners software and hardware issues.
  • Upgraded computers to Windows 10
  • Configured cell phones Android and Apple
  • Put together and install Computers,
  • Support Hardware and Application for Windows: Vista, XP 7, 8 & 10
  • Open and close Help Desktop Tickets
  • Backup and restored end users Workstations, or Laptops after incidents
  • Resolve issues for clients via phone, in person, or electronically
  • Removed Malware, or Adware on end user’s computers
  • Tracked company Technology Equipment Assets
  • Troubleshoot Network issues for End Users
  • Configured computers with Windows 7, 8 & 10
  • Configured the Multifunction Devices (MFDs)
  • Change Group Policy settings
  • Restored computers from backups
  • Log tickets, resolve user issues and problems
  • Used Active Directory to find user contact information or find end users IP addresses
  • Communicated with third party out source services
  • Backed up users computers
  • Installed Microsoft Office 365 Business 2016 on end user computers
  • Used Anti - virus software Sophos
  • Upgraded computers such as hardware and software
  • Troubleshoot Microsoft Office 365 Business 2016 problems
  • Created new User Accounts using Active Directory
  • Used Active Directory to Remotely connect to users computers and installed software
  • Install new Software end user’s computers
  • Upgrade hardware in computers
  • Support Hardware and Application for Windows 7, 8 & 10
  • Keep IT equipment updates current
  • Troubleshoot Android and Apple IOS mobile devices issues
  • Remove Viruses from user’s computers
  • Perform Hardware installation, troubleshooting and repairs on PC's and printers
  • Provided special assistance to key departments such as: Engineer, Sales, and Customer Service
  • Trained end users on how to use software applications
  • Troubleshoot Network issues and resolved the network problem
  • Assist with planning and execution of upgrades and software implementations
  • Escalated issues as needed and maintained communication with customers and Technical teams
  • Installed software, configured and tested customer PC’s, analyzed functionality of peripheral appendages.
  • Respond to phone calls, emails, and in-person requests

Confidentia, Ann Arbor, MI

Security Analyst

Responsibilities:

  • Responsible of being the Front Line of Defense in the SOC department for Domino’s Pizza
  • Identify, detect, and escalate incidents
  • Used Active Directory to located end users information
  • Analyzes security system logs, security tools, and available data sources on a regular basis to identify attacks
  • Responsible for removing Malware, or Adware on end user’s computers
  • Operate and utilize the SIEM toolset to investigate and triage the security events. As well, provided reporting and analysis of the security events.
  • Monitored and investigated any event alerted by ArcSight Command Center
  • Analyzed potential risks and vulnerabilities in the network and providing actionable recommendation in the event of malicious activity by using Security Various Tools
  • Documented and triages security events
  • Promoted security awareness by help deploy Phishing Campaigns to change the behaviors of the end users
  • Conduct remediation activities to bring affected systems back to a known-good state.
  • Investigated emails that where suspected to be ether spam, or phishing emails by various security tools
  • Investigate any file that was block by Bit9 Parity software
  • Responsible for approving or reject files that where block by Bit9 Parity
  • Assist in inspections of services and technologies and ensure that corrective actions are taken for all identified findings and vulnerabilities
  • Removed Malware, or Adware on end user’s computers
  • Correlated information by using various security tools
  • Responsible Monitor SOC Help Desk using Ticket System Service Now
  • Responsible troubleshooting assistance and ticket resolution for personal computer users.
  • Supports computer users with installation software, and Investigate problems and develop recommendation for resolution.

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