Help Desk contract Resume Profile

Profile: Creative and proactive System Engineer with over five years of experience in IT systems and software applications in computer systems. Perform job with active listening, determination and positive attitude to hard work.

Objective: Looking for a job opportunity as a System Engineer to utilize my vast technical experience to support and facilitate the organization's IT needs, thereby ensuring that the computer systems will function efficiently and securely.

Technical Competencies:

Alteris	Microsoft Windows Server 2008 R2 Operating System
Backup Executive	NTFS Permissions
DRACS Dell Remote Access Controller	PGP Fax Server Encryption Setup
Group Policy Management	PowerShell script
HTML	Remedy
Imaging	SAS
Internet Information Services IIS on Windows Server 2008	SCCM
Jira	SEP

PROFESSIONAL EXPERIENCE:

CONFIDENTAIL

Systems Engineer

Plan, implement, install, operate and maintain systems hardware, software applications and Information Technology infrastructure.
Applied new infrastructure changes upgrades, decommission in higher and lower environments.
In-charge of file access and file security for clients.
Provide hardware and software engineering support for Information Systems utilizing object oriented programming and client / server applications.
Support administrator, staff and end user with resolution of systems issues, malfunctions or software programming problems.
Application administration Creating user accounts, administration, monitoring server statistics, etc.

Major Projects:

Servers Image Creation, Maintenance, Management for QNET Domain.
Workstation Image Creation, Maintenance, Management for Virtual Desktops Legacy Laptops
Application Packaging Provisioning Thin App Altiris/SCCM
OU Design and Management in QNET Domain.
Desktop and User Policy Management in QNET Domain via AD.
Legacy Laptop Maintenance Management MS Intune
Continued creation and support of the VMware VDI pools in QNET Domain.
Develop better application inventory and control leveraging Thin App
VMware Persona Manager Support Profile Issues
Profile Migration from Legacy systems into VDE.
Support of peripherals printers, CD/DVD, USB, etc. within the Virtual Desktop.
Full Support of BFCC Sites AD, FP, DB, Printers, Scanners, Laptops, etc.

CONFIDENTAIL Customer Direct Technical Support Retail Solution

Provide first-level contact and problem resolution for all users with hardware, software and applications problems.
Troubleshoot POS Point of sale system
Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
Courteously obtain and convey concise problem information for external and internal service personnel. Provide accurate and timely logging of problems and resolution for problems in the Clarify problem management database.
Imaging and configuring hardware for desktop / laptops.
Act as a liaison between customers and internal support staff to assure accurate problem interpretation.

Systems Engineer and Asset Management

CONFIDENTAIL

Provide hardware and software engineering support for Information Systems utilizing object oriented programming and client / server applications.
Administer and manage all corporate network assets.
Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
Manage entire corporate systems, active directory, file and print.
Install and implement new programs, modules, servers, hardware, network equipment when necessary to upgrade, improve resources or increase compatibility.
Oversee the testing and monitoring of applications and systems performance.

Help Desk contract

CONFIDENTAIL

Focus on remote application and workstation hardware/software troubleshooting over the phone.
Assist line of business with their application password mortgage, retail corporate
Following established guidelines, responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of basic to moderately complex applications, hardware and software problems.
Records inquiries, repair and service requests, resolves or directs request to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction.
Password reset for mainframe application and LAN ID Active Directory tool
Escalates to or consults with senior staff when solution is unclear.
Reports problems with procedures and suggests improvements.

Internet Technical Support

CONFIDENTAIL

Answer questions regarding service features, options and pricing.
Walk customers through common hardware and software configurations to maximize product functionality.
Troubleshoot LAN/WAN and modem functionality.
Answer questions regarding use of service with various hardware and software platforms.
Schedule on-site service calls when necessary.
Escalate appropriate technical issues to Internet Technical Support Associate group.
Recommend additional products and/or upgrades to customers as appropriate.
All other duties as required or assigned

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