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It Support Engineer Resume

Houston, TexaS

SUMMARY:

  • More than 7 years of experience as an IT Infrastructure, Systems support Engineer with immense experience in team handling, Technical project management and end user computing. Seeks an opportunity to leverage skills and expertise to add value and quality in a fast - paced challenging environment.
  • Currently working as an IT Support engineer in Confidential .
  • Worked as a Desktop Support administrator for Confidential Energy Oil & Gas for Windows 10 deployment.
  • Around 2years experience in Confidential as a Level 3 Desktop Support Engineer in the US.
  • Around 5years experience in Confidential as a System Administrator in India.
  • Excellent knowledge and experience in end user computing ( Confidential ).
  • SCCM Administrator on the desktop level to push images and configure policies.
  • Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops
  • Providing one on one assistance to the end user regarding the technical flaw, either by phone, mails, or in person.
  • Resolving network related issues like local area connection problem, network access, mails, internet, dial-ins, etc.
  • MCSA Certified in Microsoft Cloud Infrastructure & Servers.
  • 5years experience in ITIL following change, incident and Service Management to the Enterprise infrastructure.
  • Well expertise in Service Management, Change Coordinator and Follow Service changes with Tools such as Service Now, Remedy and Peregrine.
  • Excellent knowledge and 5years experience in Inventory Asset Management. Have good experience in Asset Management Tools -TAS (Technology Asset System).
  • Worked on multiple shifts since providing 24 x 7 support.
  • 5years experience in Windows 7 & 2 years worked on Windows 10.
  • Preparing MIS reports with various incidents, issues and requests monthly.
  • Forecast risks and prepare risk assessment and risk mitigations plans.
  • Coordinate all stake holders involved in the change and make sure no business impact due to the change.
  • Involve in all the conference bridge calls for all the outages in the environment.
  • Involved in all configuration Management, Backup of current versions of Software, Tools and coding.
  • Customer satisfaction first, In-depth Technical Expertise and Global Support Model, leadership skill and productivity.
  • Windows servers patching and maintenance.
  • Troubleshoot VMWare virtual machines.
  • Resolving L1 and L2 issues and helping the team to close the incident tickets.
  • Well experienced in Client Engagements and Delivery.
  • Problem Identifying, Defining the problem and solving.
  • RCA, Data Collection, Solution and Cost Benefits Analysis.
  • Conducting effective Meetings, Good Knowledge in People supply chain.
  • Responsible for project team is delivering the project on-time, within budget and at the highest level of customer satisfaction.
  • Lead the project methodology, ensuring that templates and work instructions are clear for all project phases and deliverables.
  • Drives to ensure that issues and risks are actioned and mitigated in a timely manner.
  • Provided oversight for multiple functional areas through senior lead staff.
  • Kick off meetings, handling customer escalations, Tracking Mile stones.
  • Good Experience in Status reports, Minutes of the Meetings, Project plan, Project Profitability.
  • Team Management Shift and Leave Management.
  • Reviewed DNS, DHCP, Active Directory Vulnerabilities.
  • Active Directory Migration across Domains and Forests.
  • New Active Directory Site Migration and upgrades.
  • Using AD-Rights Management Service, to restrict rights and give permission on network
  • Extensive experience in DNS, DHCP servers, GPO, Creating and Managing OU.
  • Creating and managing users in the Domain.
  • Shared Files & Folders, Documents & E-mails.
  • Prepare new servers for installation and configuration including installation of operating system, backup and monitoring software (Win2k3, Win2k8, Win2012 & Win2016).
  • Provide level 2 support for the Team and handle escalation calls.
  • Act as a subject matter expert in the evaluation, selection and implementation of infrastructure solutions.
  • Implemented standardized procedures and user account management best practices, improving security.
  • Manage and close Remedy Tickets and Service Now Tickets.
  • Install, Configure and Manage Print Queues.
  • McAfee Antivirus Management.
  • Monitoring tools such as Managed Engine, Tivoli and SCOM.
  • Extensive experience on global support interaction with technical issues.
  • Data Center planning and design on networking.
  • Documentation knowledge with Microsoft Office Visio.
  • Co-coordinating with DATA Center and Business, Application Team in case of Hardware failures to resolve the hardware issues.

TECH INF SERVICES SKILLS:

Windows Server 7,10, SCCM 2012, McAfee Antivirus, WSUS, Manage Engine, Solarwinds, VPN, HP SIM, VERITAS Net Backup, Skype For Business, Outlook, SharePoint, TCP/IP, Firmware and End User Devices, Firewall and Security settings.

PROFESSIONAL EXPERIENCE:

Confidential, Houston, Texas

IT Support Engineer

Responsibilities:

  • Working as an IT Support Engineer supporting day to day operations.
  • Responsible for OS imaging and configurations using Lan Desk.
  • Responsible for completion and oversight of all desktop support tickets, issues, work orders and projects assigned to the Desktop Team; ensures these tickets are closed in a timely manner.
  • Responsible for the development, implementation, and management of theDesktop Imaging process.
  • Assembly of PC components and associated devices.
  • Performs PC and phone troubleshooting to isolate and diagnose common desktop problems
  • Installed patch upgrades, configured security, software, and files services via LANDesk.
  • Installed and assisted service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user’s premises.
  • Repaired and replaced defective or inadequate software packages.
  • Support end user application management, troubleshooting and upgrades.
  • Manage service now ticket queues, update and close tickets as per the SLA.
  • Responsible for the asset management systems.
  • Troubleshoot printer and OS related issues.
  • Monitor server, network and application availability using tools such as managed engine, ping, solar winds.
  • Responsible for software installations on windows servers and windows clients.
  • User account administration, i.e., account creation and management and password resets on Active Directory.
  • Scan all desktops and servers for vulnerabilities and install patches monthly.
  • File and Folder permissions requests and resolve issues.
  • Work and resolve DNS, Logon issues for the users.

Confidential, Houston, Texas

Desktop Support Engineer

Responsibilities:

  • Worked as a SCCM administrator for Confidential Energy Oil & Gas for Windows 10 deployment.
  • Handled multiple type of Windows 10 deployment such as Bare Metal, Wipe and Load, Clean Swap, Side by Side.
  • Installed and up grading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end user systems ( Confidential ).
  • Supported and assisting colleagues and working with other support groups and vendors for solving level two issues.
  • Developed strategies, assisting with designs and applications, software testing, development, and up gradation with level two support for preventing technical breakdown in future.
  • Monitored and analyzing the performance of upgraded system, keeping track of its performance, reliability, risks, and benefits.
  • Provided assistance to network technicians for creating user end informative materials like brochures and leaflets, updating themselves on the latest IP policies, and other technical controls
  • Backup end user client devices and data restore during deployments and migrations.
  • Resolved issues during deployments.
  • Resolved user PC performance issues.
  • Post deployments procedure as per enterprise requirements.
  • Scheduled deployments as per user availability and completing deployments daily.
  • Troubleshoot pre and post software’s and application issues for the end user.
  • Visited sites, meeting rooms and user locations as necessary to replace equipments.
  • Active directory health monitoring and escalate to support.
  • Level 2 support to users related to Active Directory and Print services.
  • Monitored and troubleshoot all aspects of Windows server infrastructure.
  • Monitored server, network and application availability using tools such as managed engine, ping, solar winds.
  • Responsible for software installations on windows servers and windows clients.
  • User account administration, i.e., account creation and management and password resets on Active Directory.
  • Installed hotfixes and updates to the systems on a monthly and quarterly basis.
  • Excellent technical knowledge of LANs, PC hardware and the Microsoft Windows operating systems
  • Able to present technical ideas in professional and user-friendly language.
  • Provided Root cause analysis and solution always of issues to minimize the downtime and business impact.
  • Ensuring scheduled activities are performed by the Team in timelines with limited supervision.
  • Developed strategies, assisting with designs and applications, software testing, development, and up gradation with level two support for preventing technical breakdown in future
  • Monitored and analyzing the performance of upgraded system, keeping track of its performance, reliability, risks, and benefits.
  • Providing assistance to network technicians for creating user end informative materials like brochures and leaflets, updating themselves on the latest IP policies, and other technical controls.

Confidential, Houston, Texas

Desktop Support Engineer

Responsibilities:

  • Application support and troubleshooting issues for Attendance Management Systems.
  • Troubleshoot and fix Desktop, Laptop and Doctor’s station performance issues.
  • Resolve Sleep Lab Camera, Monitoring and recording issues.
  • Install, configure, troubleshoot, patch, operate and manage Big Fix on Windows.
  • Maintains current knowledge of relevant hardware and software applications as assigned.
  • Identify, manage, and monitor for vulnerabilities that may affect compliance requirements and change management procedures.
  • End-to-end tracking of tickets and escalating tickets to the appropriate resolver groups to restore normal service operations as quickly as possible.
  • Assist with new user set up and permissions on the major platforms.
  • Act as Single Point of Contact (SPOC) for all IT related support (Infrastructure, Applications, Business applications, Telephony, PDA, status updates and “How to” queries) Create knowledge base articles and publish tips and techniques for commonly seen incidents on a web page for customers.
  • Create knowledge base articles and publish tips and techniques for commonly seen incidents on a web page for customers.
  • Remote control of end user devices to ensure proper troubleshooting and resolution of support call.
  • Active Directory password changes.
  • Removal of virus/malware items from end user computers.
  • Ability to unlock accounts.
  • Ability to change password.
  • Extensive knowledge of SCCM 2012 and 2016.
  • Internet Explorer - Tools, options, plug-ins, cache, etc.
  • VPN - Working knowledge.
  • Cisco AnyConnect or Cisco VPN 4/5.x for use with RSA.
  • Microsoft Office Suite - heavy on Outlook.
  • Knowledge of OST usage, profiles, etc.
  • Basic Networking (LAN, WAN, Wi-Fi, IP’s, etc.)
  • Mapping File Share servers, Print Servers, etc.
  • Virus / Malware removal experience.
  • Expert (SME) MS Office abilities (in any product, or all).
  • Document Storage (Live link, SharePoint, etc.,) apps.
  • Voice and Data Server Performance, Monitoring and capacity management.
  • Resolve Backup and Restore issues for nurses and technicians.
  • Take care of devices for Wi-Fi, Access Points, Printers, Scanners and Fax issues.
  • Scan all devices for virus and install latest virus definitions.
  • Scan all desktops and servers for vulnerabilities and install patches monthly.
  • File and Folder permissions requests and resolve issues.
  • Work and resolve DNS, Logon issues for the users.
  • Addressing user tickets regarding hardware, software and networking
  • Ensuring desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems
  • Responsible for tracking hardware and software inventory
  • Used diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
  • Used tools and methodologies to load, copy and customize operating system configurations for deployment
  • Take ownership and responsibility of queries, issues and problems assigned to the
  • Desktop Support and SCCM Administrator.
  • VERITAS Enterprise Backup Software.
  • Good Knowledge of SMS, AD, Exchange 2007/2010 and remote-control tools.
  • Knowledge of all software applications used within the organization.
  • Self-confidence and interpersonal skills.
  • Analytical and problem-solving skills.

Confidential

Team Lead

Responsibilities:

  • Install, test or implement upgrades to existing systems, software tools or infrastructure to support information system infrastructure.
  • Expertise in Service Management, Change Coordinator, and Follow Service changes with Tools such as Service Now.
  • Troubleshoot for Technical ticket closures.
  • Asset Management in TAS (Technology Asset System)
  • Involved in all configuration Management, Backup of current versions of Software, Tools and coding.
  • Encountered and solved the issues in SCCM.
  • Execute ITIL process following change, incident and Service Management to the Enterprise infrastructure.
  • Creating and managing VM’s and V center servers.
  • Security policies and patch management for both ESX and VM Windows servers.
  • Work on VSPHERE / VMware Consolidated Backup / Virtual machine backups
  • Well experienced in Client Engagements and Delivery.
  • Provide Remote support to servers in the data centers.
  • Complete Fine-tuning of Windows servers for optimal performance.
  • Troubleshooting and resolve Clusters and related issues in SAN environment
  • Configure servers to RAID 10 technologies.
  • Install and Configure IIS. Analyze and troubleshoot IIS issue
  • Problem Identifying, Defining the problem and solving.
  • Provide guidance and management of network security.
  • Monitor and troubleshoot network infrastructure and connectivity.
  • Manage patches on servers and workstations
  • RCA, Data Collection, Solution and Cost Benefits Analysis.
  • Conducting effective Meetings, Good Knowledge in People supply chain.
  • Responsible for project team is delivering the project on-time, within budget and at the highest level of customer satisfaction
  • Lead the project methodology, ensuring that templates and work instructions are clear for all project phases and deliverables
  • Drives to ensure that issues and risks are actioned and mitigated in a timely manner
  • Managed multiple stakeholders across multiple business and technical groups
  • Provided oversight for multiple functional areas through senior lead staff
  • Kick off meetings, handling customer escalations, Tracking Mile stones.
  • Good Experience in Status reports, Minutes of the Meetings, Project plan, Project Profitability.
  • Team management, Shift and Leave management.
  • Review DNS, DHCP, Active Directory Vulnerabilities.
  • Extensive experience in DNS, DHCP servers, GPO, Creating and Managing OU.
  • Creating and managing users in the Domain.
  • Shared Files & Folders, Documents & E-mails.
  • Install and Configure DNS server.
  • Prep new servers for installation and configuration including installation of operating system, backup and monitoring software (Win2k3, Win2k8)
  • Configure, maintain, and troubleshoot Cluster resources for Win2k3 and Win2k8
  • Provide tier 3 troubleshooting support of Window Server 2003/2008/2012 and 10000 Clients
  • Provisioning virtual servers and workstations on VMware ESX servers.
  • Act as a subject matter expert in the evaluation, selection and implementation of infrastructure solutions.
  • Implemented standardized procedures and user account management best practices, improving security.
  • Produced documentation for all projects and systems worked on in current production environment.
  • Manage and close Remedy Tickets and Service Now Tickets.
  • Install, Configure and Manage Print Queues.
  • McAfee Antivirus Management.
  • P2V and V2V conversions by using VMware Converter, cold clone and Plate Spin.
  • Ensure all reports, mails are getting replied/justified within the SLA.
  • Come to know more about the SCCM administration.
  • Resolve Virtual Machines Performance issues and providing the root cause analysis.
  • Troubleshooting Hardware and Operating system related issues.
  • Complete Fine-tuning of Windows servers for optimal performance.
  • Troubleshooting and resolve Clusters and related issues in SAN environment.
  • Troubleshooting and resolving backup tool Backup Exec.

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