Desktop Engineer Resume Profile Hartford, CT - Hire IT People

EXPERIENCE:

Confidential

Desktop Engineer / Senior Consultant Permanent position Independent on-site support and customer service for client's Simsbury CT office Financial . Also assisting as a remote support team member for the client's four other locations 24 hr outage on-call rotation . Duties include filling all related desk-side support and remote support needs Including iOS and Android , executive support, desktop imaging, troubleshooting security files permissions Windows 2012 DFS server modifying and terminating of access in all five locations involving Active Directory, Exchange, VO/IP administration on Windows Server 03 and other business systems. Assisting in reporting, quality reviews, creating and maintaining technical documentation, and other infrastructure related activities as needed including but not limited to mounting / wiring Cisco equipment, activating/deactivating jacks.

Confidential

Helpdesk Analyst / Contractor

Customer Service, analysis and resolution / escalation of technical issues ranging from Blackberry, desktop / laptop hardware and software, hundreds of business and industry applications, Xen Desktop/VMware, WiFi, VPN, SSL/VPN, Unix and Widows server related issues involving DC's, hosting, security, data-base, SAN/NAS and more in a WAN environment using industry standard trouble-shooting tools, remote control, and Remedy ticketing system, assisted Enterprise Client Desktop Support team as needed Synergy Services at HIG CTO Service Desk 09/24-12/12, trained other analysts

Confidential

Technology Service Consultant: Computer Help Desk Support Agent in a WAN environment supporting internal and some external customers with hardware, OS, general connectivity, VPN Nortel, Token and server certificate based, with routers and WiFi , web portals, MS-Office, and a large variety of insurance industry applications, utilizing Active Directory and various ADUC snap-ins, mainframe host sessions, standard network connectivity trouble-shooting tools, internal knowledge-base, web-based paging, net-meeting, and the world wide web temp assignmen

Confidential

Provisioning new accounts, resolving trouble tickets for escalated billing disputes, technical issues, and various other escalated customer service issues, scheduling and coordinating service calls, processing changes and transfers of service, liaison to other departments and markets, point of contact for bulk cable accounts, supervisor call-backs, reviewing work orders, providing, QA feedback to customer service agents Supported cable internet, TV, and telephone VO/IP

Confidential

Provide internet and computer technical support for cable modem customers over RCN's Mega-Band Network using Unix shells to gather diagnostic data from Cisco broadband routers as well as running other tests ping, trace, etc , submitting technical data via internal trouble ticketing systems, supporting all major internet applications, also supported FTP and HTML, resolved some billing issues