Field Service Engineer Resume

SUMMARY:

Accomplished, achievement - driven, and results-oriented desktop support professional with over 7+ years of diversified experience leading technical support and migrations. Interested in securing a high-level IT position to maximize hands-on IT experience and training in the implementation, maintenance, troubleshooting of PCs and networks.
As an IT support professional in Desktop support roles - offering skills and a record of consistent, high quality customer service, and performance in computer systems, networking, configurations, upgrades, and problem resolution tasks. Highly skilled in resolving mission critical systems and desktop issues.

AREAS OF EXPERTISE:

Troubleshooting & Problem Resolution
Remote Desktop Support
Quality Customer Service
Testing and Evaluation
MS Office 365
Windows 7, 10
Hardware/Software Specialist
Technical Support
TCP/IP
LAN/WAN
VPN Cisco Anyconnect
Active Directory

TECHNICAL SKILLS:

Platforms: AWS Cloud Computing, Windows 7/8/10, Remote Work

Tools: Remedy, CA Service Center, SCCM, VMWare Workstation, Microsoft Office (Word, Excel, PowerPoint, Outlook, Lotus Notes), Mobile Iron, Active Directory, Intune Company Portal, Install, Configure and Maintain Redhat Linux, IBM MQ, and proprietary Cerner Millennium systems

PROFESSIONAL EXPERIENCE:

‌‌ Confidential ‌ Parsippany, NJ

Field Service Engineer

Responsibilities:

Independently resolve tickets within SLA
Adheres to standard operating procedures / work instructions
Follow the escalation process
Follow the shift hand-over process
Update work logs
Categorizes as per CTI as appropriate
Update the knowledge base
Coaching freshers to be independent
Coaching analysts for correct routing of tickets, capturing critical information
Technically upgrade across versions of environment when required
Adhere to organization policies and procedures
Complies to regulatory requirements
Alert Monitoring
Ticket Monitoring
Informing On-call support

Confidential, Newark, NJ

IT Support Engineer

Responsibilities:

Handles daily technical support activates on desktop support such as installs, configures, and maintains hardware, software, and peripherals, including drivers and updates.
Provides support of end-user software applications and operating systems.
Assists users with hardware problems related to desktops, laptops, mobile devices and peripherals.
Directs unresolved issues to the next level of support personnel.
Follows up with clients to ensure their systems are functional.
Records technical issues and solutions in logs.
Provides organization and maintenance of equipment inventory and storage.
Performs computer and phone moves, additions, and changes as they are submitted by managers.
Images laptop and desktop machines using company custom image.
Perform data retention.
Create and set up new MAC user's profile.
Provided AV (Audio & Video) support for office meetings, conferences, and other activities.
Install and uninstall the needed SW on MAC machines.
Troubleshooting MAC machines.
Upgrading MAC operating systems and swap MAC machines.

Confidenial, Newark,‌ ‌NJ‌

Technical Support Engineer

Responsibilities:

Kept up to date on all of the latest technology
Audit, review, develop and implement data security policies, procedures, design and architecture to safeguard company Assets
Determine and grant access levels based on the principle of least privilege to mitigate exposure of safeguarded information
Test system on a regular basis and ensure updates are applied in a timely manner
Train staff on security rules and policies for log-ins and password
Documented monthly reports of cards, users, and video logs
Charged with onboarding and off boarding of users
Monitored endpoints via PRTG & N-Central
Imaged new & recycled PC via SCCM
Deploy Software & files via SCCM & GPO
Configured and Managed Windows Server 2012 & 2016
Configured and managed DHCP Server
Managed user account and shares
Adding PC to a Domain Controller
Managed shared printer
Configured NAC via Wired & Wireless EAP Authentication 802.1x
Working knowledge of productivity software (Adobe Suite & Microsoft office suite)
Managed Microsoft Exchange 2016 (Installing and configuring Exchange to authenticate using Active Directory)

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