Senior Tier 3 helpdesk engineer Resume

SUMMARY

My goals are to effectively diagnose and resolve any challenge with passion and zeal in order to deliver excellent customer service and peace of mind. I am a driven, motivated individual committed to endless expansion of knowledge. I work best within a close knit team of passionate professionals dedicated to accomplish common goals and improve the efficacy and efficiency of my clients. I use all tools at my disposal including the experience of my colleagues to quickly and effectively solve problems and treat root causes of issues rather than symptoms. I am able to take constructive criticism and use it to better my own skills. I also know when a problem may be beyond my ability to solve and when to seek help. I pride myself on my work ethic and my ability to effectively interact with people. I enjoy explaining intricacies of systems in ways that can be understood regardless of technical expertise, as well as creative problem solving.

TECHNICAL SKILLS

Specializing in desktop support
enterprise management
escalation
and advanced troubleshooting experience including but not limited to Active Directory
DNS
Microsoft Exchange
Group Policy
VMware
Veeam
Virtual Servers
Accounting Software
Banking Software
Microsoft Office Software
Adobe Software
Antivirus/Anti - Malware Software
Citrix
Email Spam Filtering Software
3rd Party Software
Remote Monitoring Software
Remote Support Software
VPN Software MS Remote Desktop
Windows XP/7/8/10/Server 2k8/Server 2k12
Printers/Validators
Scanners
Copiers
Servers
Switches
Firewalls
Modems
Laptops
Desktops
Tablets
Mobile Phones
Computer Hardware Components
Hard Drive Cloning
Microsoft User Profile Cloning
New Computer Deployments
User Training
Customer Service
Inventory Management and IT Audits

PROFESSIONAL EXPERIENCE

Senior Tier 3 helpdesk engineer

Confidential,

Responsibilities:

Enterprise level helpdesk support both remote and on site including but not limited to: account creation and management, email creation and management, advanced troubleshooting of Windows systems and applications as well as 3rd party applications including accounting and banking applications deployment of workstations including custom configurations and migration of data, backup setup and verification, inventory management, ticket management and escalation, physical deployment of workstations, laptops, docking stations, printers, servers, battery backups, firewalls, access points, patch panels and switches including all appropriate cabling, patching, mounting, and anything else that gets thrown at me. I also serve as escalation and am always available to assist colleagues with Tier 1 and 2 support.

Junior network administrator internship

Confidential

Responsibilities:

Crash course in building virtual servers through VM ware and managing AV through ePO

SALes consultant

Confidential

Responsibilities:

Using expert knowledge to pair customers with full computer solutions to meet their daily needs

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