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Senior It Support Engineer Resume

SUMMARY

  • Built strategic business partnerships and maintained a high customer reference rate.
  • Streamlined implementation processes reducing project timeline.
  • Generated over $600K of professional services consulting revenue.
  • Commitment towards customer service and willingness to contribute beyond daily expectations.
  • Excellent organizational, consultative sales, verbal and written communication skills.
  • Strong planning, project, interpersonal and time management skills.
  • Resolved numerous server hardware issues in a data center environment.
  • Researched and implemented network enhancements that improved system reliability and performance.
  • Packaging and Deployment of numerous applications to over 1500 endpoints via Microsoft SCCM.

PROFESSIONAL EXPERIENCE

Senior IT Support Engineer

Confidential

Responsibilities:

  • Provide technical support to all NJ, PA, and MA facilities by diagnosing and resolving end - user issues regarding printers, PC hardware, email, Internet.
  • Provide training on G-Suite administration to other technicians.
  • Architect Windows 10 image for laptops and desktops. Support wireless mobile devices with connection/synchronization to email, calendars, and contacts.
  • Provide training and mentorship to junior technicians.
  • Creation of procedural and policy documentation.
  • MDT administration.
  • Google G-Suite administration
  • MaaS360 administration.
  • 24/7 Hardware and Software support.

Consulting Engineer

Confidential

Responsibilities:

  • Windows 7 to Windows 10 migration of 600 endpoints.
  • Administration of Cisco VOIP phones.
  • Test, connect and troubleshoot point to point Audio-Video connections via RMX Polycom and Creston UC.
  • Packaging and deploying applications via SCCM.

Service Engineer

Confidential

Responsibilities:

  • Conduct post sales/pre-implementation analysis with Sales and Sales Engineer, to identify any issues or feature requests during POC that should be addressed prior to customer kickoff.
  • Organize remote or on site customer kickoff meeting to discuss the project scope and setup expectations to ensure a successful implementation.
  • Offer best practice guidance and recommendations for optimum health and performance of the Comodo systems.
  • Host weekly customer meetings and working sessions to assure deployment project is moving forward and on target for completion.
  • Provide escalation management on critical cases by working closely with Support, Sustaining Engineering, and/or Development to provide regular status updates to the customer.
  • Built strong cross-functional working relationships with Sales, Engineering, and Product Management.
  • Conduct weekly reporting and case reviews to spot trends, proactively identify potential issues, and offer tailored release recommendations to meet stability, performance, and new feature requirements..
  • Identify new or additional upsell revenue opportunities in existing customer accounts.
  • Coordinate and manage multiple implementation projects.
  • Document weekly project status which includes customer experience within Vtiger application.
  • Provide project and technical account management to customers while building client relationships and customer loyalty.
  • Provide training to new clients on the essentials of the Endpoint Manager portal.
  • Identify areas for process improvement within the Professional Services organization.
  • Developed training handbooks and Multimedia visual aids to provide to new customers.

Client Technology Engineer

Confidential, New York, NY

Responsibilities:

  • Packaged and deployed Desktop applications and Windows updates using SCCM.
  • Maintain all applications in the Software Center store
  • Develop custom queries for accurate software and hardware reporting
  • Collaborated with application owners and business relation managers to gather requirements for application deployments.
  • Device and User collection creation.
  • Troubleshoot software deployment issues by viewing logs using CMTrace
  • Architect Windows 10 Images and bundled application Task Sequences using MDT.
  • Create offline media for external vendors to image laptops and desktops.
  • Update drivers for new laptops and desktops within MDT.
  • Manage WDS infrastructure which includes DHCP scopes to allow for network installations of operating systems.
  • Manage Print Servers (creating and deleting print queues, updating print drivers, troubleshooting network printing issues and scan to email issues).
  • Active Directory and Group Policy creation and administration.
  • Create packages and tasks to deploy applications using IBM BigFix.
  • Integrate newly acquired companies into GBG environment by performing platform testing of existing equipment and providing system optimization.
  • Provide Level 3 support to the Desktop and Executive support teams.

Senior IT Analyst

Confidential

Responsibilities:

  • Queue management of ticketing system.
  • Vendor licensing contract renewal.
  • Budget Creation and Vendor Analysis.
  • Host and lead Business Relationship Management meeting.
  • Inventory Management.
  • Project Management.
  • Video Conferencing Administration of Crestron units.
  • Provide on-site support of Dell PowerEdge servers.
  • Management of DNS, DHCP and DFS.
  • Manage Cisco VOIP phones.
  • Remote distribution of software and system updates via Dell Kace (for Macs) and SCCM (for Windows Machines)
  • Administration of virtual environment using VMware vSphere.
  • Server and Storage racking and cabling.
  • Remote support for home office users.
  • RSA VPN support.
  • Mobile device setup and support using BES and Exchange Active Sync.

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