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Desktop Systems Specialist - It Operations & Engineering Services Resume

Redford, MI

PROFESSIONAL SUMMARY:

IT Support Professional with over ten years of experience in analysis, remote and on - site support, installation, configuration and troubleshooting for various technologies. Skilled in training users in software technologies. Strong written and verbal communication skills, self-motivated, self-managed, result oriented, practical, always looking to learn and contribute

KEY SKILLS

Windows (XP, 7, 8, 10), VM WAMS

Windows 2003/2008/2012 R2 Servers SDWI Vnext (SCCM) Software deployment

Network Printer Server management Software issue identification/troubleshooting

Windows and Server Migration MS Office

Laptops, desktops, printers Powershall scripting

Network troubleshooting SAP (SRM)

JIRA Software Licensing

Network Security - McAfee Monitoring QIP Network IP - MAC managing and scanning

Diagnostic tools support (Inca, Monaco, Mathwork, LAN- VPN- DHCP- TCP/IP Vector and Tasking Tri Cori)

PROFESSIONAL WORK EXPERIENCE:

Desktop Systems Specialist - IT Operations & Engineering Services

Confidential, Redford, MI

Responsibilities:

  • Performed technical support, troubleshooting and maintenance of network equipment, installed and upgraded software and hardware equipment
  • Responsible for file share migration between servers and managed them through PowerShell script
  • Provided software licensing application support, configuration and installation into VM application servers
  • Responsible for VOIP (Cisco) purchasing, configuration, canceling and maintaining phone number d Confidential base
  • Installed and reinstalled software and patches manually and deployed them through SDWI / Vnext (SCCM)
  • Performed Level 2 support for technical issues and provided support and training for level 1 support
  • Monitored machines clients and servers through McAfee and managed the IP network through QIP tool
  • Responsible for managing network printers in print server
  • Provided support in Windows 7 clients migration to Windows 10
  • Responsible for maintaining file servers, Ethernet networks as well troubleshooting, solving VPN connectivity issues
  • Provided onsite and remote support via phone, e - mail, Skype and Remote Desktop protocol (RDP)
  • Installed and supported engineering applications (Inca, Monaco, Mathwork, Vector and Tasking tri cori)
  • Provided network share access to share drives folders, reset password, add / delete machines in Active Directory
  • Assigned, escalated and updated tickets (JIRA, Sharepoint) with pertinent troubleshooting information and ensured all tickets are processed and removed from queue in a timely matter
  • Responsible for incidents Installation, Move, Adds, Changes, De-installations (IMADs) windows/email account in WAMS and Admin. Net (Active Directory)
  • Provided software Break-Fix and coordination services and hardware Break-Fix services laptops, desktop, printers and audio-visual
  • Imaged, canceled, and reassigned laptops and desktops through IT-Shop and SDWI / Vnext (SCCM)
  • Provided services to users such as (VPN, Mobile Iron, Admin right, Email sync for cell phone via IT Shop
  • Responsible for hardware and software asset management (procurement, documentation, decommissioning) and $250k of hardware inventory

Help Desk and Network Support Specialist

Confidential

Responsibilities:

  • Provided helpdesk support via phone, email & onsite with end - users; evaluated and prioritized incoming requests
  • Configured, maintained and troubleshot network systems, Cisco routers and switches
  • Performed a variety of remote and on-site troubleshooting and diagnostic tasks including virus removal, internet security, wireless network setups, laptop setups and upgrades with latest versions of software applications
  • Responded to requests and assist end users in resolving computer related problems ( Hardware and Software)
  • Provided day to day operations including technical support and verified network connection
  • Resolved network failures & technical problems with Local Area Networks (LAN)
  • Installed, troubleshot, configured & maintained hardware and software in physical and virtual environments
  • Implemented, configured, and troubleshot various routing protocols such as EIGRP, OSPF, RIP
  • Provided technical training on hardware, software and networking for 150 users annually

Help Desk and Desktop Support Technician

Confidential

Responsibilities:

  • Installed, modified, and repaired computer hardware and software; utilized diagnostic tools to resolve and troubleshot variety of software/hardware issues across multiple platforms, including Window PCs
  • Escalated calls, emails and problems to the next level of support when required
  • Provided remote and on - site desktop/helpdesk support including installation, monitoring, application and imaging support for 90 users; responded to users inquiries to ensure all technical issues had been resolved
  • Enabled file and printer sharing for office clients; setup networks and printer hardware
  • Supported PC related problems from Windows based applications; removed viruses, spyware from infected computers and troubleshot computer problems for 90 users
  • Educated 40 end users annually regarding software solution problems by answering questions, troubleshooting problems, interpreting operation instructions, and communicating policies

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