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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLE Delaware DE Street Address .Summary:Dedicated and resourceful Desktop Support specialist with 12 years of experience in providing technical assistance and troubleshooting for hardware, software, and network-related issues. Proficient in diagnosing and resolving technical problems efficiently, ensuring minimal downtime and maximum user productivity. Strong communication and interpersonal skills, adept at explaining technical concepts to non-technical users.Skills:Operating system installation and configuration (Windows, macOS).Network troubleshooting and configuration.Remote desktop support tools (e.g., TeamViewer, Remote Desktop Connection).Data backup, Data recovery, Hardware, software troubleshooting and upgrades.End-user training support and Excellent communication and customer service skills.Active Directory management: Configuration, Upgrading, Security SolutionsCloud Technologies: AWS (EC2, S3, IAM, Ops Manager), Azure, GCPPowerShell Scripting for Automation, SCCM Administration.Data Systems Architecture, Virtual and Cloud Technologies.Hardware Installation and Maintenance, Application Administration.Team Training, Development Technical Documentation and Reporting.Zoetis ITS/CompuCom Malvern Chester, PACloud Engineer/ Desktop Engineer04/2021 03/2024Provided technical support to end-users, diagnosing, and resolving hardware, software, and network issues promptly and efficiently.Installed, configured, and maintained operating systems (Windows, macOS), Hardware and software applications.Managed user accounts and permissions in Active Directory, ensuring proper access levels and security protocols.Conducted hardware and software upgrades to improve system performance and functionality.Implemented backup and recovery solutions to safeguard critical data and minimize potential data loss.Delivered end-user training sessions to enhance computer literacy and promote efficient utilization of IT resources.Collaborated with other IT teams to escalate and resolve complex technical issues.Performed major and minor preventive maintenance and repairs on communication devices and information security solutions.Managed Active Directory network, which involves creating and modifying accounts and groups, modifying group memberships, establishing permissions, resetting passwords, and ensuring proper access to network resources such as mailboxes, file shares, and printers.Troubleshoot and resolve Virtual Private Network (VPN)/SSL, RDP connectivity issues for remote users.Expert in Microsoft System Center Configuration Manager (SCCM) and flexibility in satisfying customer demands in a high-volume production environment.Answered incoming technical support phone calls and emails in a high-volume environment and entered all pertinent information and updates of the reported issues into a ticket tracking application.U.S Securities & Exchange Commission Washington D.CDesktop Support Technician II02/2020 - 12/2020Experience with ServiceNow, Remedy, or comparable Information Technology Service Management (ITSM) ticketing systems.Installs and configures software onsite and remotely.Performed major and minor preventive maintenance and repairs on communication devices and information security solutions.Managed Active Directory network, which involves creating and modifying accounts and groups, modifying group memberships, establishing permissions, resetting passwords, and ensuring proper access to network resources such as mailboxes, file shares, and printers.Troubleshoot and resolve Virtual Private Network (VPN)/SSL, RDP connectivity issues for remote users.Expert in Microsoft System Center Configuration Manager (SCCM) and flexibility in satisfying customer demands in a high-volume production environment.Answered incoming technical support phone calls and emails in a high-volume environment and entered all pertinent information and updates of the reported issues into a ticket tracking application.Ensured the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated and when necessary, being the first point of contact for end-users for technical support - both inbound and outbound proactive support.Cisco Systems Inc Herndon, VADesktop Engineer/Server Admin12/2014 - 02/2020Experienced adhering to business procedure guidelines, complying with all safety procedures, performing various receptionist duties, maintaining all logs and reporting documentation, and pay attention to details.Expert in cross-training and perform other duties as assigned (support conference room coordinator)Handle confidential information and perform other assigned tasks, provide backfill when needed and enter information daily into the database.Performs file maintenance on servers, domains, email, user files, and databases.Troubleshooting application errors or applications are not operating accurately, including isolating problems, collaborating about options, and implementing a resolution.Works with the vendor as necessary to resolve escalated issues.Reengineered company's systems setup, establishing automated server generation routines, optimizing system performance, installing upgrades/patches, establishing system monitoring, and maintaining security protocols.Ensured that all server hardware, operating systems, software, and procedures aligned with organizational standards and strategic business plan.Answered user questions about computer and [Software] use.Prioritized and fielded IT ticket requests, providing technical support, troubleshooting and issue resolution to maintain system performance levels.Applied internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.Kc Varieties Inc Baltimore, MDHelp Desk Analyst03/2010 - 10/2014Troubleshoot proprietary applications and non-proprietary applications such as M.S Office, Adobe, Crystal Reports, and Install and configure McAfee.Ability to Secure Laptop encryption and Configure Laptop Wireless for international travels.Able to refresh old desktops on the network, by transferring it to the new desktop.Install and repair all hardware issues from bad Motherboards to graphic cards.Successfully re-build all the nasty hard drives depending on prevailing circumstances.Monitoring tickets queue and transfer it to an appropriate Tech for a fast response to the customers.Performed clerical duties while serving as a liaison between the client and the organization and assist with client inquiries, concerns, and complaints.Responsible for daily and weekly activities and overall operation within the Active Directory, TCP/IP.Created new accounts, reset passwords, and configured access to servers and file management software for users.Trained new employees on support processes, procedures, and knowledge base.Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.Walked customers through processes of installing software or hardware and initial program start up procedures.Supported customers with online billing, access, and account issues.Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.Education and TrainingEastern Gateway community collegeAssociate in Business Administrator/ Cybersecurity08/2022CertificationsAWS Solution Architect Associate06/2021CompTIA Network + Certified. CompTIA A+ Core 1 Certified.Certificate in Microsoft Office Management. |
