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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLEEMAIL AVAILABLESummary:Over 17 years of experience as a Sr. Desktop Support Engineer with a proven track record in client/server administration, troubleshooting, and support.Provide desk side training and support for C suite clients.Upgraded and deployed both new and legacy assets from Windows 7 to Windows 10.Helped manage the deployment and upgrades of over 5,000 machines for clients.Demonstrated excellent communication and client care skills by documenting all analyzed work and communications within ticketing systems.Implemented and managed enterprise networks including, application, mid-range systems, local and wide area network components.Provided level 2 and 3 support and administration for users using Office 365 suite including MS Teams.Maintained the overall design of O365 security solutions, such as MAM, MDM, Conditional Access and Azure Information Protection etc. Ensure solutions meet security requirements while remaining user friendly.Administered ADDS, Azure Active Directory and Azure Active Directory Connect.Teams Integration with Office365 services (SharePoint, Exchange, Planner, Forms etc.)Performed Backend troubleshooting for Microsoft Office.Formulated and created Office 365 SharePoint sites for domain users and external client access.Triaged upcoming changes and took appropriate action such as analysis, communication for Consistent support for end-users.Created and updated documentation as needed, detailing critical procedures and instructions needed to support the messaging environment.Proficient Team lead with over five years of management experience with responsibilities for Upwards of thirty technicians.Expert in Soft Skill management in high power, result driven environments.Professional Experience:SDI Presence /CTA Transit, Chicao, IL.Sr. Desktop Support EngineerProvided daily technical support in a hybrid environment for CTA associates and its passengers.Onboarded and offboarded new employees along with a myriad of interns.Provided network support for the company as well.Tracked issues using Service Now ticketing system.Applied ITIL best practices in all aspects of the projectHelped in supporting the Red Line Extension Project.Provided field support as a backup for the field engineers.Worked aggressively in a Windows 10 and Windows 11 environment.University of Chicago Medical Center, Chicago, IL.April 2023 June 2023Sr. IT SpecialistProvided daily support for faculty and staff within the University of Chicago Medical Center.Responsible for installation, maintenance, and support of computer equipment for hospital Faculty and staff.Troubleshot, diagnose, and resolve data communication, connectivity, and other desktop related Network issues.Techmate, Chicago, IL. April 2022 June 2023Field Support Technician (part time)Provide on-site technical support for banks, and law offices in the Chicagoland area.Provide "Smart Hands" service or local 'hands and eyes' technicalSupport to assist with remote troubleshooting tasks.Provide visual verifications and hands on support under the directionOf remote expert teams.Provide on call support by racking/stacking/patching of network devices.SystemSoft Technologies / Swiss Re, Chicago, IL. May 2022- Sept 2022Field Support EngineerPrepared, and deployed new and existing workplace hardware with theLatest Swiss Re Windows 10 deployment build.Handled incidents and requests in accordance to processGuidelines within Swiss Re's Service management tool ("SNOW").Managed the escalations of Swiss Re issues, working closely with Swiss Res senior team Members and other services teams as required.Occasionally involved in other types of IMAC/request fulfilment tasks, including Swiss Re desk Moves, print device relocations and local event setup/support.Used occasional Involvement in other types of IMAC/request fulfilmentTasks, including Swiss Re desk moves, printDevice relocations, and local event setup/support.Used Microsoft Endpoint Configuration Manager (MECM) to deploy security patches and Applications across the Swiss Re network.RSG-Global/ Avison Young, Chicago, IL. Feb 2022- May 2022Sr Desktop Support EngineerPerformed on-site and remote analysis, diagnosis, and resolution of complex desktop problems for executives in within the Avison Young organization using the industries top MSP tools and Best practices.Using Active Directory: supported and managed domain controllers and member servers.Managed group policy and user account creation, security, and auditing.Prepared real-time, accurate, and detailed notes within the Remedy ticketing system.Documented of IT processes that were utilized by the Service Desk and technical teams.Performed general user and copier location moves for new and existing users.Performed hands-on advanced troubleshooting of Windows 10 Operating System, user desktops/ Laptops, printers, mobile devices, and peripheral devices.Provided support for enterprise applications such as Zoom, Slack, Workday, Okta, and Tableau.Troubleshoot network connectivity and performance using tools like Tracert and Ping.Deep Blue Data, Chicago, IL. April 2021-December 2021PC SpecialistProvided engineering support for multiple small businesses: servers, PCs, networking, firewalls, and Wi-Fi.Responded to incoming customer requests via phone, email, and chat.Administered RMM platforms N-Central and ConnectWise Automate: patch management, Automation scripts, software deployment, client reporting, and monitoring.Created internal training documents, new client assessment documents, and existing client IT Overview and informational documents.Respond to incoming customer requests via phone and emailEstablished and maintained strong client relationships and liaised between clients and sales staff.Microsoft administration including MS Exchange, and Active Directory.Wipro Technologies/ Village MD., Chicago, IL. November 2019- March 2020Desktop EngineerOnboard and offboard new associates.Create Active Directory Accounts and assign appropriate Organizational Units.Provision Office 365 licensees according to business needs.Provide day to day technical support for executive level associates, Doctors, and support staff.Procure equipment for the company.Image and deploy Microsoft Surface machines.Used Jira ticketing system to support and resolve technical issues.Artech Information Systems LLC / IBM- (R1), Chicago, IL May 2018 May 2019Deskside Support Specialist IIProvided daily deskside break/fix support.Migrated machines from Windows 7 to Windows10 using Microsoft System Center Configuration Manager along with Power Shell scripting for patches.Used Service Now to resolve day to day technical issues.Provided support for VIP executives using white glove treatment.Supported remote users with LogMeIn, ConnectWise, and Remote Desktop Protocol technologies.Microsoft Active Directory administration.Imaged and deployed HP, Lenovo, and Dell PC equipment using System Center Configuration Manager.Provided support for Android and iPhone devices.Trained new associates and teammates on policies and procedures.Citrix Support.Northern Trust bank, Chicago, IL. January 2018 - March 2018Desktop Support TechnicianDaily support working in service now ticketing system.Provided IMAC (Install, move, add, and change) support.Conference room support, setting up meetings, and printer support.Windows support for 7/10 versions.Provided technical support for executive level associates.Active Directory administration.General Growth Properties, Chicago IL August 2017 November 2017Technical Support Team Lead (Desktop Support)Helped to lead a PC refresh project of approximately 200 users.Upgrading legacy and new Dell and Hewlett Packard equipment from Windows 7 to Windows 10.Managed workflow of 4 technicians to insure Service Level Agreements were met.Using Service Now.Trained and supported C level associates on new operating system.Use System Center Configuration Manager to build and distribute application packages along With asset management.Hewlett Packard Enterprise - Omnicom Account/ Chicago IL November 2017-July 2017Sr. Customer Engineer-Team Lead (Desktop Support)Helped to establish (WSC) Walkup Service Center for associates within the Omnicom network of Media Agencies.Instrumental in establishing policies and procedures with management team as it pertained toThe WSC.Trained WSC team on newly implemented policies and procedures.Installed new, and re-imaged existing equipment including both Macs and PCs.Provided onsite and remote desktop support for Mac (OSX) and Windows (7&10) machines.Monitored and managed daily work flow using Service Now ticketing system.Verified completion of scheduled jobs, including back-ups.Resolved basic network connectivity issues within TCP/IP, DHCP, and DNS protocols.Proposed changes or solutions to products and services to provide optimal business results.Modis / Hewlett Packard Enterprise - Duracell Account / Chicago IL March 2016- October 2016Sr. Desktop SupportProvided senior level white glove technical support for executive level associates including the CEO, and the CFO per ITIL best practices.Managed and applied IMAC (implement, move, add, and change) services in a Windows Computing environment.Worked diligently with engineering team to assist in testing, Imaging, and deploying new assets for executive team.Created documentation to add to knowledge base for global colleagues.Helped transition into a standalone enterprise environment.Implemented inventory management processes and procedures.Park Hyatt Washington, DC March 2015- December 2015IT AnalystManaged current systems and upgraded future systems in a Windows workstation and server Environment.Maintained inventories, conducted on-site training to promote efficient operations and answer Questions to avoid or resolve systems-related problems.Managed vendor relationships and provided operational oversight and direction.Provided daily technical support to both the administration team as well as hotel guests.Helped to insure and maintain the technical environment and systems were compliant with Corporate standards.Education:Prairie View A & M University, Prairie View, TXBachelor of Science, Electrical Engineering |
