Senior-level technical support Resume Philadelphia, PA - Hire IT People

SUMMARY:

Proactive, resourceful Senior Desktop Engineer with 22+ years experience in high - volume, multi-site environments.
Committed to helping organizations achieve maximum benefit from their IT infrastructure investment, through responsive technical support, meticulous Windows administration, solid user training and on-time/budget project deliveries.
Innovative and analytical thinker, implementing solutions with careful consideration to the bottom-line, long-range goals, feasibility and ease of use.
Approach every task with enthusiasm, a positive attitude and a sense of urgency.
Consistently commended by customers, management and colleagues for expertise, professionalism and ability to deploy complex systems with minimal user disruption.

TECHNICAL SKILLS:

Platforms: Windows 10/8/7/2008/Vista/2003/XP/2000/NT, Novell 5/4

Networking: LAN/WAN, VPN, RAS, TCP/IP

Software: MS Office 365, MS Office Suite 2016/2013/2010/2007/2003 , Project, Visio, Exchange, Active Directory, Adobe Acrobat DC/XI/X/9/8/7/6/5/4, Ghost Enterprise 7.5, SCCM 2012, WSUS, MDT, ImageX, IssueTrak, Altris, Carbon Copy, GoToAssist, HP Config Manager, HP Service Manager, Oracle (ADI, Oracle 8i Client, Discoverer, Jinitiator)

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

Senior-level technical support

Responsibilities:

Provide desk-side technical support services for all of the Confidential 's operations in Philadelphia.
Perform technology refresh on all 300 users' laptops and workstations to brand new Windows 10 machines.
Use SCCM to provision the software builds and work closely with each user to ensure proper software installs and their satisfaction.

Confidential, Wilmington, DE

Senior-level technical support

Responsibilities:

End-User Computing Field Engineer responsible for senior level desk-side support, and new computer installs, moves, adds, and changes.
Use SCCM and Group Policy to deploy equipment, provision software, and migrate data. On project team to roll out Office 365 to all users.
Assisted Data Center and Network Operations Manager with local data center maintenance (racking/deracking equipment, troubleshooting, and analysis).
Responsible for handling new computer setups and concurrent leased-equipment returns and inventory management.

Confidential, Wilmington, DE

Dept. of Technology and Information

Responsibilities:

Technical support specialist under contract to the Confidential and Information.
Perform computer break-fix, new computer setups and installs, general desk-side computer support activities.
Coordinated several large office equipment moves.

Confidential, Wilmington, DE

Senior-level technical support

Responsibilities:

Provided technical support in healthcare environment.
PC break/fix, functioned as service desk during overnight shift and weekend day shifts, performed preventive maintenance on medication carts, facilitated application support for mission-critical systems.

Confidential, New York, NY

PC Technical Support Specialist

Responsibilities:

Achieved high customer satisfaction scores for resolving most problems in < ½ hour.
Discovered an unused tool in MS server OS that delivered higher quality and more cost-effective computer imaging. Presented solution to management, leading to division-wide implementation and cost savings of $45 per PC and no licensing fees.
Created detailed support documentation, facilitating problem resolution across sites.
Acknowledged by EVP for managing rollout of new server, 30 desktops/laptops and 3 printers to outsourcing operation at Air Products and Chemicals in Allentown, PA. Seamlessly migrated data from legacy computers through setup of a VPN link, met with each user to explain Intertek systems and supplied full post-deployment support.
Traveled extensively to offices in US and Canada to 1) migrate email accounts/data for 1500+ client computers to support rollout of new outsourced email system and 2) migrate 1000+ client computers from Novell to Windows 2003 Active Directory.
Pivotal resource on North America server desk consolidation; built consensus on best practices across 20 technicians with differing computer problem-solving philosophies.
Expert advisor on team of 5 deploying company’s first Helpdesk and inventory management solutions.
Saved company $4000/month by working with colleague and vendor to replace 65 legacy HP printers with 45 Ricoh multifunction copier/scanner/fax printers.
Played key role in rollout of Windows 2000 OS/MS Office Suite 2000 on 200+ PCs.

We provide IT Staff Augmentation Services!

Senior-level Technical Support Resume

Philadelphia, PA

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship