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Click here or scroll down to respond to this candidateCandidate's Name
Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEPROFESSIONAL SUMMARYResults-oriented and knowledgeable Technical Support Engineer with a proven track record of employer and client satisfaction in providing technical support and customer service to clients, maintaining various PC hardware and software, coordinating new personnel. Great team player with excellent communication skills and well-developed technological expertise. I will be a great asset to a Technical Support Engineer job with a company which offers flexibility and opportunity to grow both personally and professionally. SKILLS Technical Skills:o Technical Supporto Troubleshootingo Desktop Supporto Network Securityo Mobile Device Managemento Inventory Managemento Proactive Maintenanceo User Training and Documentation Software Proficiency:o Advanced knowledge of Microsoft Word, Excel,PowerPoint, and Outlook Communication and Organizational Skills:o Strong verbal and written communication skillso Ability to communicate technical information to non- technical personnelo Solid organizational, negotiation, and problem-solving skillso Skilled in organizing resources and establishing prioritieso Ability to multi-task while maintaining accuracy and meeting deadlines Analytical and Decision-Making Skills:o Ability to gather and summarize data, find solutions, and prioritize worko Ability to identify and resolve computer systemmalfunctions and operational problemso Ability to make quick and effective decisionso Ability to handle sensitive and confidentialinformation.WORK HISTORYField Technician, 10/2022 07/2024American Technical ServicesComplete assigned installation/tasks in the timeliest manner possible Mobile Device Management server setup, configuration, and deployment Facilitating mobility carrier interactions on behalf of client end usersReduced downtime by swiftly identifying and resolving network problems through comprehensive diagnostics.Collaborated with team members to complete complex installations, ensuring seamless integration with existing infrastructure.Increased overall efficiency with thorough documentation of completed tasks, diagnostic results, and recommendations for improvements.Safeguarded data integrity by conducting regular backups and adhering to strict security protocols during field operations.Desktop Support, 04/2021 - 09/2022Self EmployedDid various contracts with different agenciesMain tasks were moving of employee computers from floor to floor or building Disconnecting and setting up at the new locationMaking sure everything is connected and working.Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime. Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.Implemented proactive maintenance plans for desktop systems to prevent potential problems and extend equipment life.Assisted in the planning and execution of office relocations, ensuring minimal disruption to business operations during the transition period.Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies. Desktop Support Technician, 10/2016 - 03/2021Shell Corporation Houston, TX Assist staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines Work with Help Desk and Network Operations staff as appropriate to determine and resolve user issues mobile device activations, and mobile device swaps Providing World Class Technical Support services to end users, including mobile device troubleshooting, Provide beneficial technical support and customer service to clients, researched and analyzed client's issues and maintained various PC hardware and software Performed laptop imaging Approximately 6 laptops at a time and 30-40 per day. Enhanced user productivity, training employees on the use of new applications and system features. Contributed to increased operational efficiency by creating comprehensive documentation for internal knowledge base and troubleshooting guides. Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions. Effectively managed inventory of IT assets, reducing overall costs by tracking equipment usage and recommending necessary replacements or upgrades when appropriate. Coordinated with vendors for procurement of hardware/software products, ensuring compatibility with existing infrastructure while staying within budget constraints. Responded to emergency situations quickly and professionally, mitigating potential damage from viruses or other threats to organizational systems/data integrity. Help Desk Analyst, 02/2016 - 07/2016MD Anderson Cancer CenterAssisted customers and customer departments' supported personnel in resolving assigned hardware, software, integration, and operating system-level problems in the desktop environment including but not limited to: on-site asset installation, problem diagnosis/resolution and advisory information in the use of desktop assetsIdentified problems, applied optimum solutions and communicated the resolutions to the customers, management and other support personnelOwned assigned issues, maintained complete, accurate and up-to-date incident tracking information via institutional incident ticketing system through the lifespan of assigned issues, escalates to appropriate support departments where appropriate and followed up with those departments until a solution is found and customer satisfaction has been determinedReset of passwords via Active Directory, unlocking user's account via Web scheduler. Help Desk Analyst, 10/2014 - 01/2015JP Morgan Chase Houston, TX Basic windows 7 support functionality Active Directory updates MS Desktop applications (MS Office Suite, Outlook, MS Communicator) Mobile device support (Blackberry, GOOD Mobile) Basic support of PC'S while remoting in, password resets Support of Live chat and tickets worldwide Troubleshoots networks, systems and applications to identify and correct malfunctions and other operational difficulties Develops and conducts various training and instruction for system users on operating systems and other applications; assists users in maximizing use of networks and computing systems Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network Provide detailed description of problems and resolutions in the ticketing system Assist end users with issues regarding PC hardware and software. Developed user-friendly guides and FAQs, empowering clients to resolve minor issues without assistance from support staff. Improved overall system stability by identifying potential risks during routine maintenance tasks and escalating them to appropriate teams for resolution. Managed critical incidents effectively under high-pressure situations while maintaining professional communication with affected parties. Served as a subject matter expert within the team on specific applications or systems, sharing knowledge and insights to improve overall team performance. EDUCATIONBachelor of Arts: Management Information SystemsRutgers University - Newark - Newark, NJ |
