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Azure Platform Technical Support Engineer Resume

SUMMARY

  • 19 + years of providing enterprise technical support to large Windows environments
  • Previous experience migrating from Windows 7, 8, 10, and Mac OS environment
  • Lead project coordinator for all hardware refreshes and deployment for Windows and Office 365
  • Nine years project coordinator, application testing and hardware deployment
  • Excellent customer care, satisfaction, and retention/ recovery skills
  • Fluent in Spanish (Verbal and Written)
  • Security Clearance Top Secret Clearance (Renew Required)

PROFESSIONAL EXPERIENCE

Confidential

Azure Platform Technical Support Engineer

Responsibilities:

  • Providing outstanding technical support to our Confidential Business Customers
  • Resolve Customers VMA, Connections, configurations, setup, and migrations, ASM to ARM
  • Technical experience and knowledge working in Azure technical support or equivalent technology
  • Created small onboarding training for new hires for our Azure Platform Technical Support Engineer
  • Handle all cases with Confidential standards and collaborate with peers, teammates, TA other global SE
  • Provide outage support to our global customers in coordination with Windows Azure Service (ASA)
  • Challenged daily with different cases to provide broader capabilities to customers as Azure expands
  • Assist customer in cases Sev. A — C and escalate cases to proper team with internal tools support
  • Work well with other peers, TA and different PODs to receive guidance and mentorship for cases
  • Document all technical work and research in detailed and comprehensive manner in MSSolve
  • Always challenged in difficult cases and continue to provide customers satisfaction of Confidential product and continuous learning

Confidential

Desktop Support Engineer III

Responsibilities:

  • Provide level 2 and 3 supports to internal customers also field tech customers.
  • Used LEMSS and SCCM and AD to add, change, move profiles, Desktop and laptops.
  • Provided customer support with MS Project site 365 and Win 7, and Win 8.
  • Create tickets in Change Gear and track all HW, SW and Apps in IT Helpdesk Database.
  • Supported field tech customers with remote tools: WRA, GTA(citrix), Logmein 123, RDC.
  • Assisted in Mobile device setup and MacBook setup and support for internal customers.

Confidential

Sr. Desktop Analyst

Responsibilities:

  • Provide level 1 - 3 customer support to all users and the Tenet health executives.
  • Supported home customers with remote tools: WRA, GTA(citrix), Logmein 123, RDC.
  • Manage AD in setting up users in specific containers to deploy laptops, desktops, tablets.
  • Security setup for users on Air-watch mobile account for Confidential, Confidential and Smartphones.
  • Setup and managed the executive quarterly board meetings.
  • Provide one on one training with various applications and hardware to all executives.

Confidential

Sr. Desktop Support Analyst

Responsibilities:

  • Repair Confidential tablets for Frito Lay (78 sites) Certified.
  • Lead on Assigning tickets to Frito Lay desktop techs using Confidential Service Manager 9.
  • Create test cases for Confidential helpdesk on new hardware products.
  • Assist with training manuals for all TSA’s in the field to create tickets in Confidential Service Manager 9.
  • Create tickets for HP, Confidential, and Confidential for tech dispatch or hardware replacements.
  • Backline team support for MacBook, I-Phones, and I pad for Frito Lay HQ and Confidential HQ.
  • Provided RDP session support to Frito Lay warehouse distribution centers

Confidential

Desktop Support Engineer

Responsibilities:

  • Project coordinator for all hardware refreshes also deployment of Win7 & MS Office 2010.
  • Used Altiris Software Distribution and also build image script to deploy all HW units.
  • Setup hardware and granted access rights to customers using Active Roles Server.
  • Closing a high percentage of level 2 & 3 tickets from customers using Service Online.

Confidential

SA Desktop Support Analyst

Responsibilities:

  • Repair, trouble shoot and support customers with open tickets in Magic.
  • Laptop / desktop migration and repair for all Confidential side of Confidential .
  • Coordinator of the encryption project during the merging of Confidential.
  • Phone support to customers with imaging, internal software, Office Suite, & Windows.

Confidential

Sr. Analyst

Responsibilities:

  • Configured, build, all desktops, laptops and servers for various divisions.
  • Managed inventory database for test equipment and MQC process for Confidential .
  • Tested Confidential WCI and WSL build platform for updates on services, and patches.

Confidential

Security Analyst

Responsibilities:

  • Provide administrative support for Windows NT, Novell, CA-ACF2, RACF, CA-.
  • Top Secret, Hyperion, various application platforms, and remote access Confidential .
  • Conduct daily monitor of Symantec IDS software console for system.
  • Responsible for uploading security licenses to Confidential server for new VPN cards.
  • Create and manage new account in AD, Citrix Mainframe, and Exchange Server.

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