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Software And Desktop Engineer Resume

SUMMARY:

Over 15 years of experience in the Information Technology Field. Solid leadership skills; able to work within a team environment I am adept at communicating with management, vendors, and internal departments to coordinate overall efforts. Fully - proficient with a variety of Microsoft Products. Self-motivated by the task-at-hand and able to organize and secure multi-function missions.

PROFESSIONAL EXPERIENCE:

Confidential

Software and Desktop Engineer

  • Provide Site Support capability to PBGC employee and contractors to obtain IT Support in a timely consistent manner.
  • Troubleshoot and repair, replace defective IT equipment (PC,laptop,monitor,cabling,IT support local and network printers, phone handsets, mobile etc.).
  • Troubleshoot desktop operating systems including space cleanup, users profile repair or replace, operating system reimages if needed.
  • Troubleshoot mobile phones issues issues including device reset and re-enrollment and perform remote wipes on mobile phones or stolen.
  • Troubleshoot and reinstall desktop software including office automation, productivity tools, and business application software as needed.
  • Relocate IT equipment in response to user relocation requests.
  • Install IT equipment for new users setups and remove upon users separation including management of Port Security as needed/applicable.
  • Add/Install additional equipment in response to user request, e.g. second monitor.
  • Enroll, configure, and provision mobile phones to end users and remove upon separation.

Confidential

Software and Desktop Engineer

  • Meet or exceed end-user expectations by responding to service requests in accordance with established service procedures and guidelines by performing break/fix, system rollout and replacement, user training, and access control for applications, systems, and tools in accordance with Center policies.
  • Managed and track end users-controlled technology including equipment loaner program and mobile device.
  • Performed annual inventory and refresh of all end-user accounts and equipment and complete annual.
  • Participated in product research, testing and implementation of new IT hardware and software products and services
  • Educated/trained end users on use of specific technologies.
  • Provided first and second level phone support to approximately 2000 users. Installed, maintained and monitored multiple applications. Responsible for troubleshooting and resolving issues related to computer hardware failures, software failures, network problems and user issues.
  • Checked tickets in JIRA provide first level and second level support for all end users.
  • Provided support but not limited to all Applications being related to Windows 2000, Dell OptiPlex 7010,790, Dell laptops also using Dell KASE for remote tracking. Worked in Ultra VNC for tracking remote laptops and network machines. Provided Support for all Microsoft Suite Applications.
  • Provided Phone Support in Azure and Air Watch for Apple iOS and Samsung owned.
  • Provided Data on individual Projects such as creating definitive number of pc’s that out of compliance, by removing pc’s from inventory and from Active Directory. Responsible for Account Creation from Start to Finish in Active Directory and Microsoft 365 for individual creation in Home Drives and License Creation.

Confidential

Desktop Support Engineer

  • Managed the technical support of Information Services desktop hardware and software in order to maintain continued business computing operations. Provided proper installation, integration, and initial operation of the clinical and ancillary Information Services desktop environment to support the business unit goals for computing operations. Managed the Information Services technical modifications, configuration standards, and related documentation to support continued business computing operations. Provided thorough analysis, timely resolution, and follow-up to problem issues, assigned tasks, and requests for project related technical specifications to support continued business computing operations.
  • Provided technical on-call support and resolves, escalates, or facilitates critical problems within established Information Services policy timeframes. Provided Break/Fix on Desktops, Laptops and other devices.
  • Experienced overseeing, implementing and managing the desktop hardware, operating system and office automation software. Knowledge of LAN/WAN topologies, media and access methods with experience in a mixed/open-networking environment. Stayed current on hardware and software technology in compliance with Network Services protocol for Information Services standards.
  • Conducted installation of local printers successfully according to Information Services protocol and standards for device drivers, device configuration, and device testing.
  • Conducted installation of PCs successfully according to Information Services protocol and standards for device image, device ID, NDS context, IP Address, DNS, sub-network, physical connections, and NAL application pushing. Using HP products to with a Windows 7 imaging.
  • Used LAN Desk as a tool for remote use for troubleshooting to further assist customers.

Confidential

Lead Technician

  • In September of 2014 the company, GDIT, decided to make the transition from using laptops and desktops to HVD, or Hosted Virtual Desktops. Essentially, HVD clients are thin and zero clients. End-users within my company were transitioned to thin clients, and proposal and conference rooms were transitioned to zeroes.
  • In October of 2014, when our site was selected as a candidate for HVD, I was hand selected to be the Lead Field Technician for this project.
  • As Lead Field Technician, I worked with the logistics team to select and prepare prequalified users for HVD. I did this by checking that user's emails were archived, their data was in the appropriate folders, their HVD user accounts were created, and that their applications had been virtualized.
  • I then imaged the thin clients assigned to these users, made sure appliance mode was pushed, and then physically deployed the thins to each user. Afterwards, I would transfer the data from their personal machine to their specific CIF share, so they could access their data within HVD.
  • I then had to support all users I had transitioned; a total of 250 users at my site, also provided support for the local user by re-imaging laptops and desktops and gave support for the users at the McLaren Office for HVD and local machines through Lync Communication.

Confidential

Senior Technician

  • Served as a Senior Technician in support the VA Help Desk Field Support Office by: responding to user PC problems for resolution; providing services in the writing of local Integrated Campus Support procedures; providing services in the researching of product for purchasing as directed by the site Operations Manager; Answering PC trouble calls and attempt to resolve over the phone; loading software; developing and establishing training for OI&T staff; researching new product availability as directed by the OI&T Project Manager; acting as liaison between OI&T and vendor to resolve related warranty problems; traveling, as approved by OI&T Project Manager, To retrieve equipment and image the equipment and to physically setup the equipment via desktop or laptop: Break-fix of desktops and laptops. Also creating accounts in Active Directory to provide services on special projects and provide backup for other sites; I also provide support for network printers as well as provide support for local printers I also provided support to more than a 1000 offsite users with VPN access and laptop deployment by phone communication via Remedy ticketing system while monitoring SLA’s and I providing services with development of project status reports for OI&T management; participating in weekly project conference calls.

Confidential

Desktop Support Technician

  • Provided desktop support service to Metro Employees by: Administering Novell Client and GroupWise; Repairing PC hardware and printers; Setting up printers on the WMATA network; assisting users with various software. Break-fix of desktops and laptops: Ghost and Re-imaging of desktops and laptops; wiping off information from old PCs and prepared them for surplus; installing new PCs; troubleshooting Windows 2000 and above operating systems; terminating and running Cat 5 Ethernet Cables. Remove viruses and spy ware.

Confidential, Quantico, VA

Information Systems Coordinator (United States Marine Corps Contractor)

  • Coordinated available IT resources in response to customer needs and met with Operations/Office Managers regularly to ensure support area was adequately covered. Contacted appropriate vendor support avenues to resolve customer issues, while escalating to appropriate tier-support channels where appropriate. Conducted extensive troubleshooting of Laptops, Desktops, Air Cards, Blackberry’s, Windows 2000, XP, Active Directory, Microsoft Office, System Backups and Recovery, Adobe, Web-based Apps., Third-Party Apps., Connectivity, Cabling, IP addressing and any associated network issues, BES account creation. IT Systems Evaluation B is forward thinking and proactive when new IT systems (hardware or software) become available. Exhibited the ability to learn new software in a limited amount of time and effectively troubleshoot any associated issues.

Confidential

Inventory Manager

  • In direct contact with administrators in each Directorate. Performed database queries; prepared Excel spreadsheets; reviewed daily activities/responsibilities/ processes; and produced reports of inventories completed.

Confidential

Corporate Escalations Administrator

  • Coordinated escalations from multiple provisioning and technical support departments. Handled and resolved over 100 trouble tickets per week using Remedy. Created response letters for government departments (BBB and FCC). Maintained a high level of customer service at all times and interacted with upper level management. Responded to customers via email and phone in a friendly and timely manner. Coordinated new signups for Voice over IP subscribers.

Confidential

Customer Support Specialist

  • Provided first and second level phone support to approximately 2000 users. Installed, maintained and monitored multiple applications. Responsible for troubleshooting and resolving issues related to computer hardware failures, software failures, network problems and user issues.
  • Determined the root cause of problems, which requires hardware and software knowledge.
  • Remoted to user workstations to resolve issue using SMS Help track inventory, new user and expired hardware on network.
  • Kept track of software installation on workstations.
  • Made judgment to determine the source of the problem and the most appropriate way to resolve issue and Identify.
  • Deployed user Laptop, Desktop, Printers. Imaged workstation before deployment. Monitored remedy queue as needed for assigned tickets.
  • Provided onsite support and installation of Microsoft 2000 and XP. Provided support for software such as Adobe Acrobat, All Microsoft Software.

Confidential

Network Technician

  • Configured Nortel Passport 8100 & 8600 Switches for shutdown, recovery and transferring to new location. Used Nortel Device Manager Application to view the switch and Pre-stage Documentation. Worked with Model numbers and Inventory numbers, handling disassembly and packing of the chassis, blades, and power supplies and related links of the UPS and management. Relocated equipment from Crystal City to Carlyle, and completed and presented detailed documentation for all switch and recovery actions.

Confidential

Network Deployment Specialist

  • Administered the deployment of Dell PC’s to Navy and Marine personnel. Provided training for Navy and Marine personnel on NMCI (Navy Marine Corp Intranet) project. Manually loaded NMCI protocol for Navy and Marine personnel. Implement procedures/processes. Configured Applications such as Windows 2000 for the NMCI Project. Scheduled maintenance on Navy and Military Personal Laptops and PC’s. Setup Ghost imaging and hand load legacy applications. Trained new employees on proper Sigma procedures/processes. Team Leader of the Project at the Navy Annex, leading a team of 10 technicians while reporting to the Government for Official Counts for a National Database in charge of distribution of Dell PC’s and Laptops. Helped in reforming Ghost Image for better and more efficient distribution and turnout.

Confidential

PC Technician

  • Commissioned, maintained, and implemented satellite networks for end to-end users with telecommunication infrastructures via satellite. Used advanced hardware and software sophisticated in communications technology that allowed the use of satellite antennas. Provided a highly and reliable communications between a central hub and almost any number of geographically dispersed sites. Used Network Management Services (NMS) to monitor and connect sites using protocols such as IP, MAC, and Default Gateways. Used PC-based satellite DVB transmitter and receiver using interactive, on-line data, voice, and multimedia applications. Monitored and tested RF (Radio Frequencies) with Spectrum Analyzers for strength and clarity. Calculated Delays RF transition. Configured VSAT (Very Small Aperture Terminal) for use in the public and private sectors. Enabled interactive, transaction-oriented applications including point-of-sale inventory control. It integrates both high-speed Internet-access and video multicasting capabilities. Implemented procedures for Star Band, a new division at Confidential Inc., which is responsible for providing Internet connectivity to the public through Satellite Networking Technology. Used SAP with Oracle Platform for tracking progress and billing for clients.

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