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Desktop Support Engineer  Resume

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TECHNICAL SKILLS:

CompTIA: Security+, Network+, A+

Cisco: Routers, Switches, Packet Tracer Certified, Network administration

Troubleshooting: Hardware and Software for Windows, MacOS, and Linux based systems

Linux: Ubuntu, Fedora, Red Hat, Terminal Management

MacOS: Lion, Leopard, Snow Leopard, El Capitan, macOS(Sierra), image creation/deployment

Windows: Windows XP through Windows 10 Image creation/deployment, hardening, PowerShell

Server Management: SQL, Microsoft Exchange, Caching(Mac), Print, WSUS, SharePoint, Windows Server 2008/2012

Network Administration: UAC controls, group policy management, OS hardening, Patch Deployment, Active DirectoryVirtualization: VMware, Virtual Box, VLAN implementation and maintenance

Mobile Device Management: Android/IOS troubleshooting, hardening, application deployment, BYOD security

Security: UAC management, Group policy management, ESET, Malwarebytes, Norton, Firewalls, RoboForm/Keepass

Availability/Redundancy: Druva inSync, OneDrive/Groove, iCloud, Adobe Cloud, RAID configuration, NAS management

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Engineer

Responsibilities:

  • Manage Tier I - III service tickets for 5000 plus users world-wide via Manage Engine
  • Maintain PC’s and printers; minimizing downtime for 65 departments according to SLA guidelines
  • Install PC hardware and software for end users for Windows and macOS
  • Manage UAC, group policies, and BYOD via SCCM, Centrify and Casper suites
  • Utilize Bomgar, Telnet, SSH, and TeamViewer to maintenance and troubleshoot hardware and software
  • Build PC and macOS systems for 150 end users and apply system hardening techniques
  • Utilize Wireshark, Packet Tracer, and Microsoft Network Monitor to ensure system security

Confidential

Corporate Management Development Co ordinator

Responsibilities:

  • Created countrywide training material for over 30,000 Confidential employees
  • Facilitated supervisor onboarding training sessions for 200 employees on root cause analysis, change management, and power sessions

Confidential

Performance Monitoring Team Supervisor

Responsibilities:

  • Managed and supported Windows Sever 2008/2012 environment meeting SLA guidelines
  • Maintained and deployed UAC, WSUS, DHCP, DNS, and Exchange Servers
  • Administered VMWare and VirtualBox to support dual OS configuration for Linux, Windows and OSX
  • Utilized SQL server to build reporting for customer service and quality for 250 agents

Confidential

Service & Underwriting Supervisor

Responsibilities:

  • Provided technical support achieving a 99.9% system uptime for Windows and Linux OS
  • Supported hardware and software for Windows XP, Vista, Windows 7/8/8.1
  • Managed and configure OU policies via SCCM and UAC
  • Facilitated patch deployment and OS hardening via WSUS server configuration
  • Administered Active Directory management via Office 365 and Microsoft Exchange Server

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