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Click here or scroll down to respond to this candidateCandidate's Name la
Cumming,GA
Technical Support Engineer /ITSS
Email: EMAIL AVAILABLE
Ph: PHONE NUMBER AVAILABLE
Professional Summary
IT Support Engineer with over 3 years of professional and progressive technical experience in providing
technical and on-site support for various personal computers and resolving networking-related issues.
I am experienced in incident management and ticketing systems like ServiceNow, ensuring timely
resolution and escalation of IT support requests in alignment with service level agreements.
Proficient in configuring user accounts, email systems, and access permissions, ensuring seamless
operation.
I am skilled in overseeing Windows and Linux server environments, from installation and configuration
to performance monitoring.
Proficient in leveraging remote access tools such as TeamViewer, AnyDesk, and Remote Desktop
Protocol (RDP) to efficiently diagnose and resolve technical issues, ensuring minimal disruption to user
operations.
I am skilled in providing in-house support for servers, networks, backups, and user mailboxes, ensuring
business applications' availability and optimal performance within SLA deadlines.
Experience providing technical support to end users in small - to large-scale enterprise environments.
Proficient in troubleshooting PCs, laptops, printers, and hardware/software issues. Highly motivated
and dependable professional.
Proficient in administering Windows and Linux server environments, including installation,
configuration, and performance monitoring.
SKILLS
Active Directory User account administration, Permission assignment, Group policy
configuration, OKTA
Virtualization Platforms VMware Workstation, VirtualBox
Collaboration Platforms Slack, Microsoft Teams
Software Deployment SCCM (System Center Configuration Manager), Casper
System Administration Windows Server, Active Directory management, DNS, DHCP
Operating Systems Windows, Linux, Unix, Ubuntu, CentOS, Red Hat
Cloud Platform AWS and GCP
Bug Tracking Tools JIRA , ServiceNow
Softwares Microsoft Office(Excel,Outlook,Word, Power Point), SCCM, ServiceNow, Jira
Service Desk, Master Craft
Working Experience
First Reliance Bancshares(Remote) | Florence, SC Mar 2023 Till Date
Role:Tech Support Engineer
Administered Active Directory services, including user account management, group policy oversight,
and deployment of domain controllers.
Enhanced infrastructure to accommodate business growth and technological advancements, ensuring
scalability and reliability.
Addressed end-user issues related to Outlook, network, hardware, software, and applications.
Deployed SCCM for efficient rollout of operating systems, updates, and applications across desktops,
laptops, and servers.
Troubleshot hardware and system operational issues for customers, using diagnostic tools and remote
access technologies to determine root causes and implement immediate solutions.
Performed regular maintenance tasks, including updates, patches, and system optimizations, to ensure
smooth IT infrastructure operation.
Monitored and maintained application infrastructure to ensure business applications met SLA deadlines
for availability and performance.
Executed infrastructure upgrades and expansions to support business growth and evolving
technological requirements, ensuring scalability and resilience.
Administered Active Directory tasks such as account creation, password resets, DHCP server scopes, and
terminal services configuration.
Troubleshoot hardware and system operational issues for customers, using diagnostic tools and remote
access technologies to determine root causes and implement immediate solutions.
Created custom reports and dashboards using ServiceNow reporting tools to monitor key performance
indicators (KPIs) relevant to IT service delivery.
Aflac Insurance | Columbus, GA Jan 2021 Feb 2023
Tech Support Engineer/System Administrator
Utilized SCCM to deploy software packages and updates, ensuring timely delivery and compliance with
organizational policies.
Conducted installation, configuration, migration, upgrading, and ongoing maintenance of desktop PCs,
servers, software, and associated peripherals.
Managed worldwide corporate system services, including Windows Active Directory and Domain Name
Services (DNS), ensuring stability and functionality across the organization.
Provided excellent customer support through email, phone, and remote assistance, resolving inquiries
and concerns promptly and professionally.
Collaborated with cross-functional teams to identify and implement improvements in network and
system configurations, enhancing performance and reliability.
Monitored patch deployment status and validated the effectiveness of applied patches, ensuring
system security and stability under organizational standards.
Installed, configured, and provided support for local area network (LAN), wide area network (WAN),
and Internet systems to maintain optimal performance and connectivity.
Configured and customized ServiceNow modules, including Incident Management, Change
Management, and Service Catalog, to align with organizational processes and requirements.
Provide backend support to software users remotely, addressing technical issues promptly and
effectively.
Contributed to IT infrastructure upkeep and enhancement, managing server configurations, and
network setups, and reinforcing security protocols.
Education:
Bachelor of Engineering in Computer Science and Technology | Vishnu Engineering College (affiliated by
JNTU Kakinada) | Bhimavaram, Andhra Pradesh, India.
Work Authorization:
Green Card (Permanent Resident)
Certifications:
Certified from Pristine College for the completion of Information Technology Support Specialist(ITSS)
Program
Certified Google cloud Associate Engineer, Google - 2021-2023
https://www.credential.net/72116673-c895-477d-bd4a-c0dd39d3c83b
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