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Desktop Support Engineer Resume

Princeton, NJ

OBJECTIVE:

Information Technology professional seeking to secure a position within the IT field where my education, work experience, strategic thinking and technical skills will help contribute to the company’s overall goals and to help provide an environment for growth and success

SUMMARY:

  • Background in system administration/troubleshooting of Unix/Linux, Windows and Mac OS X operating systems
  • Skilled in MMC including snap - ins Microsoft Exchange Server, Active Directory, Group Policy, Services-Performance snap in and Event Viewer
  • Good working knowledge of Windows PowerShell and using out of box cmdlets
  • Experienced with Unix/Perl/Shell scripting
  • Working Knowledge of SQL, MySQL, and Oracle
  • Proficient in use and configuration of IT monitoring tools (Nagios, Splunk)
  • Solid mobile OS troubleshooting skills including Android, BlackBerry and IOS
  • Broad knowledge in TCP/IP, multicast and other network protocols
  • Knowledge with Cloud DVR technology and VOD Back Office Systems
  • Installation and configuration of Microsoft 2003, 2007, 2010, 2013 and 2016 suites as well as E-Mail management including spam and filtering
  • Excellent communicator and able to clearly articulate complex issues and technologies
  • Ability to work in a fast-paced, changing environment
  • Good logical problem assessment and solving skills
  • Works well within a team but also show individual assertiveness in finding/solving problems
  • Knack to handle several tasks, organize, document, make decisions, and work efficiently, effectively and with minimal direct supervision to meet deadlines

PROFESSIONAL EXPERIENCE:

Confidential, Princeton, NJ

Desktop Support Engineer

Responsibilities:

  • Provide end-user support in migrating users to Microsoft Office 365
  • Proficiency supporting Windows 10 and Windows 7 PCs in an Office 365 Outlook environment
  • Troubleshooting problems with migration in person, via telephone, and/or via remote control sessions to ensure that end-users have access to their mail after migration on desktop/laptop computers and mobile devices (iOS and Android)

Confidential, Philadelphia, PA

Cloud Desktop / Help Desk Migration Support Specialist

Responsibilities:

  • Works with Cloud Solutions customers before, during and after the customer has been migrated from HEX (Microsoft Host Exchange) platform to the Microsoft Office 365 platform
  • Handles inbound customer support questions concerning the migration, email, SharePoint and webhosting
  • Utilizes SalesForce CRM tool and be required to take detailed and concise notes on customer interactions
  • Tier 1/2 Support calls and triage them for answers or escalate via ticketing system tom third tier support resources
  • Subject Matter Expert on specific Cloud Solutions products and services
  • Handling Tier 1 and 2 Support interactions. Using Remedy as required for escalation of support issues to Tier 3

Confidential, Princeton, NJ

Desktop Support Engineer

Responsibilities:

  • Provided end-user support in migrating users to Microsoft Office 365
  • Proficiency supporting Windows 10 and Windows 7 PCs in an Office 365 Outlook environment
  • Troubleshooting problems with migration in person, via telephone, and/or via remote control sessions to ensure that end-users have access to their mail after migration on desktop/laptop computers and mobile devices (iOS and Android)

Confidential, Philadelphia, PA

IT Specialist

Responsibilities:

  • First point of contact for all technical questions and issues.
  • Interact with all levels of users including senior team, sales and service teams
  • Perform workstation adds/moves/changes for 100 end users
  • Installs, configures, troubleshoots and maintain all hardware, software and printers
  • Participate in the development of network design, standards, and policies
  • Work directly with end users to understand requirements of specific business strategy/goals and provide effective, strategic solutions.

Confidential, Philadelphia, PA

Desktop Support Analyst

Responsibilities:

  • Troubleshoot desktop computer hardware, software, printers, faxes and phones
  • Setup, configure, install, move, and/or deliver laptop/desktop computer systems and printers while ensuring proper functionality
  • Providing EUC technical support to primary office site, remote offices and home office/remote workers
  • Ensure that all systems are maintained at current patch levels for operating system, browsers, security and applications
  • Research, evaluate, and recommend new hardware and software to support end user computing needs
  • Assist users in the operation of laptop/desktop computer hardware, software, and peripheral devices
  • Assist users on the use of VPN and associated security devices as well as troubleshoot end user issues related to these technologies
  • Enable and implement encryption on PC/Laptop and ensure com-pliancy to corporate encryption standards as directed
  • Support end user audio/video technologies and collaboration tools
  • Train users on how to use computer hardware and software
  • Provide excellent customer service and organizational skills
  • Migration from exchange to 365

Confidential, Philadelphia, PA

IT Support Engineer

Responsibilities:

  • iPhone, iPad and Laptop setting and migrations
  • Responsible for upgrading devices and apps
  • Configure replacement laptops, Ipads and Iphones for users

Confidential, Huntingdon Valley, PA

Stage Lighting Technician

Responsibilities:

  • Works with lighting director to strategically angle lights to enhance presentations
  • Responsible for troubleshooting electrical problems and maintaining equipment
  • Assisting in designing lighting systems to meet architectural specifications

Confidential, Philadelphia, PA

VOD System Engineer

Responsibilities:

  • Worked with VOD multimedia delivery with Confidential, Cisco and DDN products in a Macintosh surrounding
  • Supported and tested VOD hardware and software for VOD systems in a production environment
  • System administration of Linux Red Hat servers
  • Responsible for product deployment operations in cloud environments
  • Implemented the agreed and approved changes on production environment
  • Took actions based on identified systems failures in order to provide a stable platform
  • Created and updated the technical documentation with actions taken for resolution of the issues
  • Close interaction with other engineers within the team, vendors support and customers technical staff
  • Resolved tickets and performed maintenance in accordance with IT policies and procedures and escalated as needed

Confidential, Newark, NJ

IT Technical Support Analyst

Responsibilities:

  • Provided help desk support for remote users, inclusive of workstations, Win 8 Dell tablets, BlackBerry Z10 smartphones, network, printer and other IT client computing equipment and technologies
  • Responded to telephone calls, e-mail, chat and personnel requests for technical support in a professional and knowledgeable manner focusing on one call resolution
  • Ensured that all calls, emails, chat, or walk-in issues are logged into the ticketing system using current established process
  • Migrated Microsoft office to Office 365
  • Responsible for general guidance, physical imaging, setup/support/deploying of supplied workstation accessories and peripherals
  • Collaborated with Dell for warranty support and tracked equipment sent out for repair or replacement
  • Compiled and maintained troubleshooting documentation for frequent incident occurrences for remote users and help desk team

Confidential, Trenton, NJ

IT Professional

Responsibilities:

  • Responsible for shipping and receiving using USPS, UPS, FEDEX, and DHL
  • Domestic and international shipping routes
  • Recommended technical systems by evaluating and testing new technology to enhance company services
  • Provided technical support on a routine basis
  • Analyze and resolve complex network problems for end users
  • Maintain, repair, and upgrade computer systems network
  • Purchase serve hardware and software products as required
  • Troubleshooting with all aspects of Microsoft Outlook including User Profile Creation, Rules, Calendar,

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