Desk side Engineer Resume Cary, NC - Hire IT People

SUMMARY:

A seasoned, results - focused professional with a “customer first” mindset and a detail oriented understanding of latest computer tools and technologies.

Customer Service/ Relations
Team/ Agent Management
Consumer and Commercial Credit Card/ Financial Institution/ Clinical Applications
Microsoft Office (2010, 2013, 2016)
VPN/ Active Directory Management/ ITIL- Service Now/ Citrix/
Remote Desktop/ Service Desk Support
Windows Server, Mac OS, iOS Environment
Multiple web Browser support
SQL Server, C++, Java, HTML
SCCM/ EDMP/ Team Viewer/ Dame Ware/ Webex/ Goto Assist/ JoinMe

PROFESSIONAL EXPERIENCE:

Confidential, Cary, NC

Desk side Engineer

Responsibilities:

Provide advance level of technical support on hardware and software issue to end users
Using SCCM to deploy applications and remote assistance
Provide advance level of support on network connection specially wireless connection
Laptop and desktop re image, rename and re-joining into the network
Repair hardware issues
Using active directory to manage user profile
Interact with vendors, business owners and end users to resolve outage issue.
Documentation the detail troubleshooting steps
Resolving Service Now tickets within business contract SLAs

Confidential

Service Desk Tech Lead/ Mentor

Responsibilities:

Audit Service Now incident tickets to coach agents to improve their performance as well as create and maintain user account for new hire and existing users
Software deployment using SCCM and EDMP, printer installation
Manage agents as a Mentor/ Tech Lead. Track daily attendance, help to resolve advanced technical issues, and update knowledge base.
Generate daily and monthly reports on metrics and trends as they arise.
Provide advanced support of MS Outlook troubleshooting, Active directory, and TCP/IP Networking
Identify outages, update alerts in Interactive Voice Response (IVR)
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat/Remote Connection to global customers
Coordinate and manage relationships with vendors and support staff
Administer and provide User account provisioning
Use the Incident Management System to document and manage problems and work requests and their respective resolutions via telephone calls, emails, instant messages
Provide training to new hire at service desk as per requirement working as a trainer/ coach
Knowledge transfer and project hand-off to offshore location

Confidential

Service Desk Analyst

Responsibilities:

Provide support of MS Outlook troubleshooting, Active directory, and TCP/IP Networking
Resolve technical problem (over a phone/Chat or remote systems support)
Provide first level of troubleshooting on Windows XP/Win 7, mobile device.
Email configuration and support on Microsoft Office products (Excel, Word and Power Point Etc
Network and VPN troubleshooting and Incident Management.
User profile management using Active Directory
Independently resolve tickets within SLA Adheres to standard operating

Confidential, Omaha, NE

Helpdesk /Tech Support Specialist

Responsibilities:

Provide Technology Support, first response issue resolution, resolve escalated calls, and on-going maintenance of data reporting systems to Contact Center Technologies.
Monitor Contact Centers’ system based technology (Telecomm, Desktop apps, Data Infrastructure tools)
Analyze data and Generated reports from SQL Server to provide system down statistics
Advised development team on improving user experience for the contact center desktop application.
Installation and support of Microsoft Office products.
Planning and implementation of Windows 7 rollout.
Resolved customer issues pertaining to online banking.

Technology used: First Impression, ICE, TBS, MS Excel, MS Word, MS Access, MS PowerPoint, Business CSR, MS SQL Server, Windows XP, Windows 7, Windows Server 2003, Windows Server 2008

Confidential, Omaha, NE

Technical/Software Support Agent

Responsibilities:

Assist external customers in installing, updating, and troubleshooting Confidential ’s financial software, TurboTax and Quicken, in Windows, Mac, and Unix Environments
Assisted internal customers in diagnosing and correcting hardware and software problems.
Run reports using SQL Queries (T-SQL) to provide statistical information and tech support requested by management.
Assist clients with income tax related questions.

Technology used: MS Windows XP, SQL Server 7.0/2005

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Desk Side Engineer Resume

Cary, NC

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