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Desktop Support Engineer Resume

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Largo, MD

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SUMMARY:

  • IT SUPPORT/ Desktop Engineer/ Administration

PROFESSIONAL EXPERIENCE:

Desktop Support Engineer

Confidential - Largo, MD

  • Review call history, assess the problem, resolve the problems, and document in the IT Service Desk system.
  • Investigates, tracks, follows up, and resolves in a timely manner the organization's IT Service Desk tickets reported for end-user systems, corporate server systems/applications & network systems.- Screen, refer, and diagnose internal inquiries and work requests as they related to computer and related system and application. Deploying and Supporting Windows, Mac, operating systems · Supporting PC hardware, software, and peripherals Performs maintenance and upgrades to the corporate technology infrastructure as needed or directed. Configures telephones/voicemail functions and provides telephone systems support to end-users. Deploying, troubleshooting, and supporting (LAN/WAN) networks Support system
  • Administering and troubleshooting web-based tools
  • Data transfers between devices & application installation/configuration provide end-user software support and troubleshooting. Manage ticket queue and document infrastructure changes apply diagnostic techniques to identify problems, investigate causes and recommend solutions. Assist in the administration of email system, Windows imaging & update technologies. Evaluate client’s operational efficiency of different IT systems and recommend improvements Provide phone and help desk support for local and off-site users. - Participate in special projects as required and perform other duties as assigned. Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Enter data into ticketing system, and maintain logs and records of calls, activities and other information.
  • Remotely troubleshoot and resolve end user desktop/laptop issues in Windows OS, Mac OS, and Chrome OS, using Remote software Bomgar or TeamViewer.
  • Backup, image and restore data on desktop/laptop systems
  • Communicate all state changes, outages and escalations which affects the organization's Information Technology service levels.

IT Support Specialist

Confidential - Baltimore, MD

  • Installs, configures, maintains, and troubleshoots hardware and software Provide IT security knowledge to system owners Assisting users with desktop applications (Microsoft Office and SharePoint) Perform systems administration, maintenance/technical support for Local Areas Networks (LANs), Wide Area Networks (WANs), and Software application Submits, tracks, escalate and close IT trouble tickets Manage security incident, HW/SQ inventory, Nessus Scan reports, and CP Plans. Responsible for maintaining accurate hardware and software inventories. Perform review of the current infrastructure on an ongoing basis Manage POAMS Troubleshooting of networking DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and PC repair, Imaging, troubleshooting, deployment and network protocols and secure network design Operating system internals and hardening (e.g. Windows and Mac Machine) Risk management and mitigation strategies Collaborate with management to design workflows, reports and any system enhancements.
  • Serve as primary contact on all information technology related items, internal or external support.
  • Images, prepares, stages, and deploys desktop/laptop systems and necessary equipment for corporate use. Supports and helps maintain the organizations computing servers and associated IT functions. Assists in supporting the networking environment for the company on a part-time basis.

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