SUMMARY:

DESKTOP ENGINEER with over 14 years’ experience of providing expert troubleshooting and problem resolution, managed software and hardware utilizing a diverse technical skill set to successfully manage shifting business priorities.

SKILLS:

• Microsoft Office 365 - 3years
• Windows server 5years
• Active Directory-8years
• Powershell-5years
• Microsoft System Configuration manager (SCCM) 5years
• Service Now 2years
• Jira and Jira Service desk 6years
• Mac OS X- 10 years
• IOS -10 years
• Avaya and Cisco VOIP Polycom and Desk Phones - 6 years
• Cisco Switches and Routers 6-years
• Checkpoint VPN 6 Years
• Cisco VPN 2 years
• Project management 2 years
• Meraki Wireless Access Points -5 years
• Microsoft Exchange, Windows 7/8, /10, Windows XP, VMWare
• Patch Management
• PCs & Servers
• Print Servers, Printers.

PROFESSIONAL EXPERIENCE:

Confidential, Fort Lauderdale, FL

Desktop Support Engineer

Responsibilities:

• Used Microsoft System Center Configuration Manager (SCCM) to assign applications
• Installed, moved, added, and changed (IMAC) requests supporting the IT infrastructure in office environments, CS&S Centers, and airport locations.
• Responsible for implementation and support of desktop and mobile devices, applications, peripherals, network devices, airline specific equipment public address systems, and time clock equipment.
• Performed preventative maintenance on Airport operational equipment.
• Configured, installed, customized, maintained, tested, and troubleshot Airport and airline systems.
• Provided bench repair, maintenance, troubleshooting, and configuration of IT equipment.
• Provided packaging, unpacking, documentation, shipment, and receipt of equipment as needed for support of the enterprise.

Confidential, Sunrise, Florida

Desktop Support Engineer

Responsibilities:

• Provide technical assistance and support for 6 Confidential Locations handling incoming queries and issues related to Windows 7, 8, Windows 10 Enterprise, Windows Server 2008 Server 20012, software, and hardware.
• Heavy Use of Active Directory Users and Groups to manage domain objects such as: users, computers, group, Organizational Unit.
• Used Microsoft system configuration manager (SCCM) for patch management, and deployment of windows 10 image.
• Responded to queries in person and over the phone.
• Trained computer user on how to set up their email accounts on mobile devices and how to save documents and files on their own personal drives on the server.
• Maintained daily performance of 6000 computer systems running windows 7,8, 10 Enterprise and MAC OS
• Answered technical support calls to the I.T. Department and log them in Service Desk our Help Desk Ticketing System.
• Managed documentation and testing of Adaxas self - service password reset tool and successfully deployed to over 1000 associates .
• Troubleshot and resolved end-user hardware, Printer, operating system, and software related problems.
• Troubleshot and resolve network and server access problems for end users.
• Troubleshot and resolve issues with WAN, VLAN, firewall, VPN, and Avaya Telecom systems,
• Troubleshot and resolve issues with voice communications and voice mail systems.
• Use Microsoft Exchange to create delete and modify user and Organizational Email Box.
• Manage 12,500 annual requests and incidents with average daily resolution within the 3 business day SLA.
• Responsible for driving 40% "Closed on First Contact" requests and incidents submitted to the IT Service Desk.

Confidential, Margate, Florida

TECHNICAL SUPPORT ENGINEER

Responsibilities:

• Troubleshoot computer hardware, software and applications on both Mac’s and Pc’s for proper functionality.
• Used Log me in rescue, TEAM VIEWER, Bomgar to remotely connect to users to solve their software problems.
• Installed Virtual machines remotely, on Pc’s and Mac’s so users can have both operating systems at hand.
• Also troubleshoot smart phones, smart TV’s, printers, scanners and game consoles.
• Work as a tier 3 technician resolving escalations that is Confidential the scope of tier 2 technician’s

Confidential, Fort Lauderdale, Florida

Technical support Advisor

Responsibilities:

• Took inbound technical support calls for Confidential
• Trouble shot and fixed problems with all IOS devices, I phone, IPod, I pad also troubleshot IMacs, Mac books, Mack book pro, Mac book Air.
• Billed customers, and created work orders.
• Assisted customers in setting up, their email accounts on their I phone, IPods, and IPods
• Assisted customers with transferring photos from their Phones to their computers.
• Assisted customers with tethering so that they can use their phone for an Internet connection.

Confidential

Supply Specialist

Responsibilities:

• Responsible for the inventory, supply, and budget of all motor pool parts and equipment. coordinated and tracked the services and records for over 40 vehicles
• Received and stored bulk and packaged petroleum, oils, and lubricant products.
• Issued and dispensed bulk fuels and water from storage and distribution facilities to using units.
• Selected and submitted samples of petroleum, oils, and lubricants to laboratory for testing.
• Performed petroleum and water accounting duties.
• Operated equipment associated with petroleum and water distribution system and multi-product pipeline System.
• Fueled and de-fueled vehicles, aircraft, and stationary equipment.