Service Desk Engineer Resume

SUMMARY:

Hard - working, creative, self-motivated Information Technology professional with excellent interpersonal, written and verbal communication skills seeks Support Engineer position.

TECHNICAL SKILLS:

Languages: VB.NET, ASP.NET, C#.NET, C and C++, Objective-C, Powershell (using .NET objects and methods), Java, SQL, HTML5 and CSS3, JavaScript/ECMAscript/Jscript, PHP, VBScript, Windows Script Host (WSH) using VBScript/Jscript, Windows Batch script (CMD/BAT), UNIX/Linux shell script (sh and bash), COBOL, Pascal, WQL

Operating Systems: All Windows versions (3.1 through 10, including server versions), DOS, Apple Mac OSX, Linux, FreeBSD, ChromeOS, Administration of Microsoft Active Directory Services, DNS, and DHCP, Installation and administration of UNIX networks including Firewalls, NAT, DHCP, Mail, DNS, MySQL and other services, Installation and maintenance of printers, scanners, routers, modems and other peripheral equipment, Building and repairing computers

Applications: Microsoft suite of products (Office, Visual Studio, etc.), Google Docs, Adobe Creative Suite (includes Photoshop, Illustrator, Dreamweaver, and others), Final Cut Pro, Apache, Quickbooks, VMWare vSphere, PRTG, ConnectWise, Office 365

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Engineer

Responsibilities:

Worked through troubleshooting for a large variety of computer and system related tickets using ConnectWise including managing Active Directory, Group Policy, Office 365, and LOB applications for several small and medium sized businesses
Worked on Windows Servers running under VMWare vSphere VMs, assisting with configuration and management to keep them running stably and securely
Responded to alerts reported by PRTG monitoring sensors to make sure that systems, software, and hardware continue to run properly
Configured and managed FortiGate firewalls using web interface and CLI in order to resolve security issues and to allow vendors and services to flow through the WAN interface and to route properly through site-to-site VPNs
Answered technical support phone calls with an emphasis on first call resolution and consistently received positive post-ticket survey responses
Assisted clients with keeping good backups and restoring data as needed using Veeam
Configured and managed UniFi WAPs and controllers

Confidential

Process Engineer

Responsibilities:

Works with other departments to develop new regularly occurring processes and to update existing processes to work more efficiently
Writes and maintains scripts and programs to automate new and existing manual processes
Acts as third level support for troubleshooting existing processes assisting Sr. Production Support Specialists
Continued the duties of processing and maintaining student loan payments as a member of the ECSI Division of Confidential
Supported and mentored junior and mid-level production support specialists

Confidential

Production Support Specialist

Responsibilities:

Processed and maintained student loan payments
Wrote and maintained scripts and programs to assist in automating everyday operation tasks to run programs and move files and data more efficiently
Wrote and maintained documentation for regularly occurring daily, weekly, and monthly procedures, creating and maintaining FTP and Active Directory accounts
Assisted fellow co-workers with any problems that might have occurred while completing tasks, and completed regularly assigned daily procedures as necessary to keep the company running smoothly; including ACH transmissions to financial institutions

Confidential

IT Department - Intern/Summer Help

Responsibilities:

Provided help desk support using the HEAT ticketing system
Managed computer user accounts through Active Directory and Group Policy
PC installation and maintenance throughout the District, assisting with scripting based deployment for software and initial PC deployment
Scripted for Windows management, maintenance of Windows-based POS equipment in the food service areas, and inventoried the District’s computer equipment

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