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Desktop Senior Engineer Resume

SUMMARY:

  • Experienced Desktop Support with a demonstrated history of working in the information technology and services industry. Strong information technology professional skilled in Windows 7, Lotus Notes, Customer Service, Technical Support, and ITIL. C ommunicates complex concepts and ideas to non - technical individuals using both written and verbal skills.
  • 6 Certifications: Implementing, Managing and Maintaining a Microsoft Windows Server 2003 Network Infrastructure; Installing, Configuring and Administering Windows XP Professional;
  • Managing and Maintaining a Microsoft Windows Server 2003 Environment; Microsoft NT Workstation 4.0; Microsoft NT Server 4.0; Microsoft Networking Essentials; A+ Certified;
  • Experience installing, maintaining and troubleshooting: DOS, Windows 3.1,Windows 95, 98, 2000 & XP, Windows 7;NT Work Station and NT Server; Windows 2000 & Windows 2003 Server; Microsoft Office 365, Microsoft Office, and Macintosh OS 7.0 - OS X.
  • Obtained knowledge to Manage and Maintain Windows Server 2003 environment, including users and computers in Active Directory, setting and determining group permissions, printer management, Implementing Group Policy on a Domain and administering a server using Remote Desktop.
  • Advanced user of Lotus Notes, Microsoft Word and Excel;

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Senior Engineer

Responsibilities:

  • Supporting Network connection in Office and in Home Based Servicing through Cisco AnyConnect VPN and ATT VPN.
  • Install, support and configure: Avaya 1x Agent and Communicator, Microsoft Office 2007 and on Windows 7.\
  • Support both Windows 7-32 and 64 bit Operating Systems. Confidential Antivirus.
  • Deploy and maintain Laptop and desktop for New Hires and Computer Refreshes. Install software and printers.
  • Bomgar for remote support
  • Migrated users from Confidential Domain to the new Confidential Domain
  • Migrate users from Office 2007 to Office 365(2016)
  • Service Now ticketing system

Confidential

Help Desk/Desktop Support

Responsibilities:

  • Office refresh Team. Replacing old out of warranty equipment with new Equipment.
  • In 2012, help close 6 offices and move workers to Work at Home, this continued with more offices in 2013.
  • Provided remote support for VPN and Aruba users and continue to support users in offices.
  • Provide support for Avaya IP phone systems, Outlook email, Lync, Confidential and other desktop software.
  • Provide support for new hires computer set up, computer refreshes and troubleshooting for replacing computer.
  • Helped refresh companies computer from Windows XP to Windows 7
  • Provide back up support for the Minneapolis Data Center (Closed in 2014)
  • Provide support for Confidential and Bitlocker Encryption

Confidential

Help Desk/Desktop Support

Responsibilities:

  • Provided local Desktop & Server support for the Bloomington, MN office and remotes support for US and Canada
  • Work on projects of installing new workstations, setup includes configuration of system include renaming of computer and joining it to the domain, setting up Lotus notes, printers and travel software needed.
  • Create knowledge base documents for new support issues.

Confidential

Help Desk/Desktop Support

Responsibilities:

  • Provide support for Lotus notes issues, install Notes IDs, configure location pages and install Lotus itself.
  • Work on projects of installing new workstations, setup includes configuration of system include renaming of computer and joining it to the domain, setting up Lotus notes, printers and travel software needed.
  • Install and troubleshoot other software, NICE, Microsoft Access, Microsoft Office, etc.
  • Added a new server to the Bloomington, MN location
  • Was selected to be on team to determine how we resolve common Lotus Notes issues and find ways to cut down the number of these tickets.

Confidential

Help Desk Support

Responsibilities:

  • Provide telephone support to users. Provide 90% first call resolution for users with RSA Token for VPN, Microsoft Office 2003, Outlook and Lotus Notes on Windows XP.
  • Create new users in Active Directory, reset passwords.
  • Support Microsoft Office Communicator
  • Create and assign tickets in USD, create and edit new contacts in system.

Confidential

Help Desk/Desktop Support

Responsibilities:

  • Provide telephone support to users. Provide 90% first call resolution for users on Citrix, VPN, Wireless networking. Supported the following Operating Systems NT 4.0, Windows 2000 and Windows XP. Support Microsoft office 98, 2000 and 2003. Use VNC and remote desktop to resolve issues and install software.
  • Company’s goal is to migrate users from older Operating Systems and older Microsoft Office products to Windows XP and Office 2003. As time permits build new systems for user and resolve issues with the transition.
  • Help with the weekend switch over from old phone system to new Avaya IP phone system. Help pull network/phone cables for old phone system and rewire closets for new phone systems. Help setup and program new phone and collect old hardware.

Confidential

Help Desk/Desktop Support

Responsibilities:

  • Provide support to 4 test labs - Each lab had approx. 20 computer stations. Labs actively involved with the XP rollout could have 2-3 computers at each workstation.
  • Software installs (over 100 apps) and imaging of computers as they test for the Windows XP rollout
  • Respond to problem tickets and software install requests at customer desktops.
  • Installation of Printers
  • Remote Access: Use Net Meeting to resolve Customer issues

Confidential

Help Desk/Desktop Support

Responsibilities:

  • Informed the following people of any application issues with either an email detailing the issue or a phone call. The application owner or Developer, Lab Owner, Desktop Architecture personal, DispatchTeam Manager, Dispatch Team Lead, Personel responsible for the Group testing and XP rollout lead. This would continue until the issues were resolved or work around is discovered.
  • I would sign off on the testing before a group’s rollout would begin.
  • Make ghost images of each test group computer after all installs and testing have completed in both the DEV and Model Office environments.

Confidential, Oakdale, MN

Level 2 Technical Support

Responsibilities:

  • Consistently resolved escalated cases and calls requesting a supervisor within 24 hours.
  • Worked with lab personnel to quickly and effectively resolve other hardware issues
  • Published Confidential ’s Procedures and Processes in iCap (domino.doc) for future use
  • Published “Frequently Asked Questions” using Interwoven Team Site ( Confidential .com)
  • Created FAQ email responses for the Lotus Notes response system resulting in current data being available to users at all times.
  • Tested new products before product launch and on new Operating Systems when available
  • Established a testing lab in our support area for hands on troubleshooting and training
  • Provided product training to the Confidential Sales and Marketing Team

Confidential, Woodbury, MN

Level 1 Technical Support

Responsibilities:

  • Led team in number of calls answered & email questions answered
  • Demonstrated leadership skills and knowledge to be selected as qualified to be Second level support

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