TECHNICAL SKILLS:

• Microsoft Windows XP - 10
• Cisco
• MS Office 2007 - 2016
• Windows Server 2007 - 2012
• LAN/WAN Administration
• MS Office 365
• Remedy
• Cable/Hardware Installer
• MS Exchange
• ConnectWise
• Punch down / Wire wrap
• Active Directory
• ISA / Forefront TMG
• VOIP
• Mac OS
• Remote Desktop / VMware

PROFESSIONAL EXPERIENCE:

Confidential

Support Engineer

Responsibilities:

• Preformed Windows Server OS and Lync/Skype CU updates for multiple companies on monthly basis
• Monitor multiple customer networks and systems in a NOC environment.
• Functions as the first point of contact in receiving client requests for resolution.

Supported Software includes: MS Lync, Skype for Business, Windows Server, Active Directory, MS Exchange, AudioCodes gateways, and Polycom

Confidential

Rapid Response Engineer

Responsibilities:

• Monitor multiple customer networks and systems in a NOC environment.
• Functions as the first point of contact in receiving client requests for resolution.
• Takes ownership of call and employs established automated and manual processes to ensure a complete, expedient and high quality resolution to client service requests

Supported Software includes: MS Lync, Windows Server, Active Directory, MS Exchange, and MS DPM

Confidential

System Administrator

Responsibilities:

• Manage Active Directory, Microsoft Exchange, and Microsoft SCCM.
• Manage company badging system as well as inventory management.
• Desktop Support of Computers, Printers, and other peripheral equipment.
• Assists with maintenance and handling of Windows Servers.
• Builds and Manages user accounts for MS Lync.

Confidential

Level 2 Tech Support Rep

Responsibilities:

• VOIP and Network troubleshooting ranging from call quality issues to Packet Loss and Network Degradation.
• Navigating multiple software applications simultaneously.
• Hardware replacement for phones, Wi-Fi transmitters and Wi-Fi adapters.
• Configures information processing equipment into required operating configurations.

Confidential, Bellevue, WA

Desktop Support Specialist

Responsibilities:

• Migrations from XP to WIN 7.
• Full Help Desk/Desktop support ranging from monitor problems to network troubleshooting.
• Hardware replacement for laptops as well as desktops.

Confidential, Seattle, WA

Help Desk analyst

Responsibilities:

• Used Microsoft OS win XP, ms vista, office 2003, office 2007, active directory, remote desktop and remedy.
• Full Help Desk/Desktop support ranging from monitor problems to network troubleshooting.
• Configures information processing equipment into required operating configurations.

Confidential, Bothell, WA

Security Specialist

Responsibilities:

• Add, Modified, and Deleted user accounts for multiple software applications.
• Preformed audit checks for SOX compliance.

Confidential, Bellevue, WA

Help Desk Support Technician\Work Load Manager

Responsibilities:

• Maintained all tickets created over the internet and worked by the online team.
• Trained Online personnel and maintained metrics based on tickets.
• Handled Help Desk support calls for various applications throughout the Confidential network.
• First line contact for customers of the Help Desk where our customer service skills are imperative.
• Supported over 1500 applications.

Confidential, Seattle, WA

Help Desk / Desktop Support Technician

Responsibilities:

• Handled Help Desk calls and troubleshooting for 420+ users.
• Performed Desktop Support for users starting with software or mouse trouble to replacing internal parts on both PC and MAC workstations and applications.

Confidential, Seattle, WA

Help Desk/Technical Support

Responsibilities:

• Used Microsoft OS win2000, win XP, office 2003, Visio, active directory, Symantec ghost, and remedy.
• Full Help Desk/Desktop support ranging from monitor problems to network troubleshooting.
• Configures information processing equipment into required operating configurations.

Confidential

Help Desk/Technician Support

Responsibilities:

• Migrates to XP as well desktop, server and network support.
• Full Help Desk/Desktop support ranging from monitor problems to network troubleshooting.
• Handled an average of 20-40 calls per day.
• Used Microsoft OS win2000, win XP, office 2003, Visio, active directory, Symantec ghost, and remote desktop.

Confidential

Help Desk/Technician Support

Responsibilities:

• Migrations to XP as well desktop, server and network support.
• Full Help Desk/Desktop support ranging from monitor problems to network troubleshooting.
• Handled an average of 20-40 calls per day.
• Used Microsoft OS win2000, win XP, office 2003, Visio, active directory, Symantec ghost, and remedy.

Confidential

Technician Support

Responsibilities:

• Migrations to XP as well desktop, server and network support.
• XP upgrades, PC upgrades and help desk and administrator.
• This includes desktop, server, routers, switches, network topographies and basic troubleshooting.
• Used Microsoft OS win2000, win XP, office 2003, Visio, active directory, Symantec ghost, and Heat.

Confidential

PC Technician Support

Responsibilities:

• Performed full install and maintenance of the entire arrival and departure network for the SEA-TAC airport.
• This includes troubleshooting servers as well as desktops and rack mounts.
• Starting in the Bios and going all the way through the full OS.
• This also entails all the cable making and running.
• Used Microsoft OS win2000, win XP, Server 2000and 2003, office 2003, Visio, active directory, and Symantec ghost.