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Desktop Engineer Resume Profile

Atlanta, GA

Technology Support Strengths

  • Well Developed time/project management skills
  • Familiar with network infrastructure
  • Adept in troubleshooting and maintenance
  • Well versed in customer service
  • Excellent verbal and written communication
  • Willingness to Learn on the go

Employment History

Desktop Engineer

Confidential

  • Provided IT support for over 175call center end users including managers, site directors, and senior VPs as the only technology representative on site
  • Assisted the remote server team as feet on the street for repairs such as OS installs, failed Microsoft update restores, hardware replacement, and server install/decommission
  • Personally imaged, QC'd, configured, and shipped over 675 desktops and laptops in 40 days as part of an aggressive Windows 7 refresh project
  • Assisted with consolidating the call center to one floor. This included white boxing , decommissioning, or reallocating equipment in two IDF rooms as well as destroying encrypted printer HDD to ensure no PII data left the building
  • Enforced Information Systems policies as needed to stay compliant with banking and government security regulations

IT Support Specialist

Confidential

  • Provided IT support for over 150 executive level end users in corporate office as well as level 2 and level 3 support for over 7000 users nationwide, including Active Directory and Exchange troubleshooting
  • Assisted with planning and implementing a domain for a new subsidiary
  • Performed system maintenance and upgrades of proprietary audio software server across all 120 nationwide markets
  • Was responsible for performing and overseeing the SOX and internal audit measures for the corporate IT department
  • Assisted with creation and expansion of a blooming call center over 40 users to a new location in under a month while also supporting growth of an additional 30 users
  • Performed training of new IT personnel, including ticketing system standards, AD and Exchange account creation/disabling policies, and security standards

Desktop Engineer

Confidential

  • Performed troubleshooting and repair for over 140 users on desktop and laptop machines running windows XP and windows 7
  • Worked with MS office 2003 and 2007, Live Meeting, BDD imaging system
  • Performed basic upgrades and maintenance on servers in the data center ranging from Windows 2000 to Server 2008
  • Helped install and configure Cisco Any Connect VPN software
  • Performed backups on a StorageTek Tape library using Vertias Net Backup software
  • Configuring users on Nortel Phone systems including verifying TNs and Punch Down lines
  • Tested new images for bugs and missing drivers before mass distribution
  • Worked with Administrators to learn about deploying VMWARE ESXi virtualization software

Desktop Support

Confidential

  • Provided network support to internal users
  • Did troubleshooting within house account software
  • Trained employees in using in house software
  • Took tickets using Remedy Ticketing System

Help Desk ECR

Confidential

  • Took inbound customer calls
  • Performed Tier I support such as network settings and password resets
  • Performed troubleshooting for Exchange 5.5 and Novell network systems
  • High Customer Service Rating

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