TECHNICAL SKILLS

• Service Now Ticketing System
• POS Systems
• Ziosk Systems
• SSH / Putty
• Juniper switches
• Confidential / DSR Modems
• Confidential / iPad
• Samsung Galaxy tablets
• RCH servers
• Networks
• Active Directory - username / DL Groups
• Avaya Communication Manager
• Access to drives
• OKTA Verification
• SCCM Software Central
• VPN / RSA Tokens
• Firewall / Switches
• Network Printers
• Windows Server - Current Windows OS versions and PBX systems (telephone)
• WebEx / Skype for Business
• Microsoft SQL Server

PROFESSIONAL EXPERIENCE

Confidential

IT Asset Analyst / Engineer

Responsibilities:

• Coordinated lifecycle of IT assets and hardware, from initial request, to assignment of field engineer, to installation for Confidential Land, Confidential World, Fox, ESPN, and Marvel.
• Types of IT assets managed: Laptops, Desktops, Peripherals, Aruba network, patches, cables, Confidential products, Microsoft products.
• Life cycle management of End User hardware assets, components and peripherals from acquisition through disposal.
• Service Now requests and business approval processes, procurement management, purchase order tracking, warehouse pick transactions, deployment, redeployments and disposal management.
• Reviewing warehouse inventory before placing orders with the VARs and maintaining warehouse minimum and maximum asset levels.
• Working with field services teams to deploy assets in a timely manner.
• Managing refresh cycles through the asset management system and deployments through Service Now requests.

Technologies used: Service Now, MS Business solutions, Lenovo, Confidential, Skype for Business, Blue Jeans, AMDB, Excel

Confidential

Network Engineer

Responsibilities:

• Ensures network and IP connectivity of all workstations, application servers, and back-end office infrastructure.
• Configures and deploys wireless infrastructure, firewalls, routers, switches and other hardware.
• Configures and administers networks to ensure their smooth and reliable operation for fulfilling business objectives and processes.
• Monitors network performance and troubleshoots problem areas as needed.
• Collaborates with senior network engineers, management and other IT departments to support their projects and initiatives.
• Creates and maintains documentation as it relates to network configuration, network mapping, processes, and service records.
• Analyzes d Confidential, voice or video network documentation and assists in communicating to management regarding the current operational status of networks.
• Provides consultation, project support and guidance to IT Project teams and other departments including but not limited to restaurant network support and rollouts; provides guidance to IT Service Desk team members.
• Escalates any potential network issues to management and acts with a sense of urgency to restore restaurant connectivity.

Technologies used: Juniper Routers, Modems, SSH, Putty, SCCM, Active Directory, Service Now, Ethernet Cables, static IP’s, IP Commands, iPad, Lenovo, Confidential, Avaya Communication Manager

Confidential

Service Delivery Engineer

Responsibilities:

• Accurately record and resolve Service Now Tickets via phone calls, e-mails, as well as face-to-face with the users and ensuring a timely processing of all incidents and requests in America, and Germany
• Actively track and communicate with the user to ensure that the user is informed adequately about the status of the open ticket (incidents, requests)
• Schedule, monitor, and troubleshoot, RCH servers, networks, groups, access to drives, OKTA, SCCM Software Central, VPN/RSA Tokens
• Accurate documentation of all service requests processed through the request fulfillment workflows (pre-configured but also manually created)
• Coordinate and manage the day-to-day maintenance and configuration of all computer-based equipment e.g. workstations, laptops and printers, including mobile devices (this may require hands on troubleshooting or overseeing a third-party support company as required). This includes all IMAC related activities
• Assist in asset management to ensure all IT related hardware is recorded. Assist in day-to-day ad hoc IT maintenance duties where required

Technologies used: Service Now, Active Directory, MS Business solutions, Lenovo, Confidential, Servers, SSM, Cisco VOIPOKTA, VPN / RSA tokens, Team viewer, Skype for Business, Avaya Communication Manager

Software Engineer

Responsibilities:

• Provided user-programming support for enhancement of Web application accessed by over 500 pharmacies located within the USA and Puerto Rico
• Assist technical pharmacists, doctors, and clients with installation, configuration and ongoing usability of system hardware and software
• Conduct daily network backup operations, troubleshot software issues in person, remotely and via phone to diagnose and resolve problems
• Provide orientation and guidance to users on how to operate new software and computer equipment
• C++, SQL Server, and Web Services
• Accurately record and resolve Service Now Tickets via phone calls, e-mails, as well as face-to-face with the users and ensuring a timely processing of all incidents, and requests

Technologies used: C++, SQL Server, Active Directory, WebEx, VPN, SSH, Putty, Team viewer, Skype for business

Confidential

Bilingual Technical Engineer Supervisor

Responsibilities:

• Record, track, and document the help desk request problem-solving process, including all successful decisions made, and actions taken through to the final resolution
• Assist clients located throughout the USA and Puerto Rico diagnose their issue through troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution
• Installed and upgraded software for end users

Technologies used: Active Directory, SSH, Putty, WebEx, VPN, Team viewer Skype, Avaya Communication Manager

Bilingual Technical Engineer

Responsibilities:

• Install, maintain, and support desktop computers for over 10,000 office users worldwide
• Schedule, monitor, and troubleshoot, RCH servers, networks, groups, access to drives, OKTA, SCCM Software Central, VPN / RSA Tokens
• Accurately record and resolve Service Now Tickets via phone calls, e-mails, as well as face-to-face with the users and ensuring a timely processing of all incidents and requests in America, Canada, and Europe
• Assist in the administration and maintenance of Active Directory domain
• Assist in the management of LAN infrastructure: firewall, switches, WAPs, network printers
• Support remote/mobile workers accessing the LAN via SSL VPN
• Assist Systems Administrator as necessary in routine monitoring, maintenance, and management of other aspects of the company’s technical infrastructure

Technologies used: Active Directory, Service Now, SSH, Putty, VPN / RSA Tokens, OKTA, SCCM, LAN, WAN, VPN team Viewer, Avaya Communication Manager

Confidential

Responsibilities:

• Took incoming help requests from end users via telephone, work orders, and help desk in a courteous manner.
• Ensure decisions made to improve the customer support of the Service Desk are carried through to completion.
• Participates in the functional design, testing, configuration, and documenting software
• Supports the sale department with technical information and provides product demos for prospective and existing customers
• Responsible for providing of application software.
• Evaluates information harvested through surveys and workshops, task analysis, and business process description
• Ability to be the interface between technology teams, support teams and business units

Technologies used: iPad, iPhone, IOS systems, Active Directory, Service Now ticketing system, SCCM, Confidential CloudApple Team viewer, Avaya Communication Manager

Confidential

Responsibilities:

• Performed computer set up for over 500 new students and upgrade devices as warranted.
• Provided over 500 new user orientation and end user in classroom and one-on-one assistance.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution.

Technologies used: Active Directory, Team Viewer, Skype for business, MS Business solutions, Avaya

Desktop Support Engineer

Responsibilities:

• Perform installs and upgrading software, implementing file backups, and configuring systems and applications.
• Provide in person, phone, or electronic technical support as appropriate for software (internally developed applications, productivity applications, computer operating systems, and internet applications) and hardware (printers, desktops, laptops, drivers, monitors, and MHDs).

Technologies used: Confidential, Dell Lenovo, iPad, iPhone, Active Directory, Service Now, Avaya Communication Manager

Desktop Support Engineer

Responsibilities:

• Diagnosed and resolved PC and mobile device issues including software and hardware errors
• Installed software for end-users either directly onto their PC’s or through a SCCM software central
• Assisted Help Desk ticket inquiries with Windows 7, MAC OS, MS Office, VOIP, Blackberry, Android, Confidential, and various and hardware malfunctions.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• “Road Warrior” traveling up to 60% throughout the month, carrying and lifting tool kit/parts of varying weights (1- 50 lbs.).
• Participates in the functional design, testing, configuration, and documenting software Assumes the role of gathering requirements for software to be developed
• Supports the sale department with technical information and provides product demos for prospective and existing customers
• Responsible for providing of application software.
• Evaluates information harvested through surveys and workshops, task analysis, and business process description
• Ability to be the interface between technology teams, support teams and business units

Technologies used: Windows 7, MAC OS, MS Office, VOIP, Blackberry, Android, Confidential, LAN, WAN, SCCM,