DESKTOP ENGINEER Resume Example

Skills

CompTIA A+ Certified
Network security
Troubleshooting and diagnostics
Hardware diagnostics

Technical Troubleshooting
LAN/WAN
Service desk support
Customer support needs assessment

Education and Training

2003MASTER'S DEGREE: COMPUTER SCIENCEBARUCH COLLEGECity, State

1998BACHELOR'S DEGREE: COMPUTER SCIENCEBARUCH COLLEGECity, State

DESKTOP ENGINEER

Summary

Certifications: A+, ACMT, HDI Desktop Support Technician, Apple Certified Support Professional (ACSP), MCITP (Microsoft Certified IT Professional) KEY STRENGTHS & EXPERTISE Program Management | Demonstrate a strong ability to analyze and solve problems | Program Analysis/Resolution Ability to multi-task and set priorities | Excellent customer service skills | Performance Management | Experience supporting Director and higher-level end users | Strong oral, written and interpersonal communication. Supportive Desktop Engineer with 10 years of experienced. Dedicated to long-lasting maintenance and comprehensive user education. Successful at keeping software and hardware up to date and running smoothly.

Experience

Company Name - DESKTOP ENGINEERCity, State01/2019 - Current

Provide technical assistance to employees for complex issues in a 24x7 environment, providing excellent customer service inclusive of timely communication and status updates.
Administer desktop management systems, including overseeing desktop imaging, providing automation through scripting and ensuring platform and application standards are followed.
Act as a subject matter expert for technical support issues, conducting in depth research, working with vendors and documenting findings/resolution techniques for future use as needed.
Act as primary support for Executive C – Suite management and off-site meeting/conference set up.
Investigate and propose new technologies and techniques for both hardware and software to improve customer efficiency, security and productivity.
Ensure all new and proposed software is tested with existing desktop image prior to deployment.
Ensure proper documentation and use of the IT ticketing system, as well as timely follow up to confirm problems were fixed properly.
Analyzing and developing innovative resolutions for complex problems involving high availability and/or performance at the system level.
Provide technical expertise on Microsoft 365 services: Microsoft Teams, Microsoft Azure Active Directory, Multi-factor Authentication, Single Sign on and Salesforce with passwords changes, adding and removing permissions, assisting with changes and having exposure to some automation.
Participate in and/or lead projects as assigned, such as evaluating current processes/standards, working on new acquisition integration deliverables and evaluating technical solutions to meet evolving business needs.
Perform and report on analysis to drive improvements within technical solutions (i.e.
Impact analysis on platform level changes, root cause analysis following service interruptions, etc.).
Partner with Information Security and Infrastructure teams to deliver continuity to the desktop environment.
Keep peers and manager informed of trends, significant problems, and unexpected delays.
Work in a 24X7 environment with the ability to work a flexible schedule that includes required participation in an on-call rotation for after-hours/weekends.
Mentor and train junior team members.
Experience implementing Microsoft Enterprise Mobility + Security / Intune, AAD Premium, AIP.
Currently working on achieving Microsoft Azure administrator and Developer Certification.

Company Name - IT OPERATIONS ASSOCIATE ANALYSTCity, State01/2015 - 01/2019

Respond to and diagnoses problems through discussion with users.
Ensure a timely process through which problems are controlled.
Includes problem recognition, research, isolation, resolution, and follow-up steps.
Provide Primary support for Windows environment alongside Providing support for MacOS and IOS devices.
Use JAMF Pro to administer the apple Device environment.
Identify, research, and resolve technical problems reported to the service desk from Agency/mission partners and customers.
Responds to telephone calls, email and personnel requests for technical support.
Document, track, and monitor problem resolution.
Manage multiple assignments with changing priorities, while meeting deadlines.
Audio and video conferencing: Cisco VOIP phones, WebEx, Cisco, and Polycom teleconferencing units.
Communicate status and reporting metrics to program management function and government personnel as required.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Develop solid relationships and demonstrate the ability to inspire trust and maintain confidentiality to best understand and support executive-level needs.
Recommends systems modifications to reduce user problems.
Execute duties through rotational services of deskside visits, phone troubleshooting.
Provide support for mobile computing devices, networking, and print.
Provide basic support for the VoIP telephone system.
Assist with testing, establishing, and monitoring video and telephone conferences.
Provide troubleshooting and resolution of L2 and L3 escalated technical issue.

Company Name - DESKTOP SUPPORT ANALYSTCity, State01/2010 - 01/2015

Respond to and diagnoses problems through discussion with users.
Ensure a timely process through which problems are controlled.
Includes problem recognition, research, isolation, resolution, and follow-up steps.
Supervise operation of help desk and serves as focal point for customer concerns.
Provide support to end users on a variety of issues.
Identify, research, and resolve technical problems reported to the service desk from Agency/mission partners and customers.
Responds to telephone calls, email and personnel requests for technical support.
Document, track, and monitor problem resolution.
Communicate status and reporting metrics to program management function and government personnel as required.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.

Company Name - DESKTOP ANALYSTCity, State01/2002 - 01/2010

Provides technical support in the use of personal computer hardware, software, and specialized complex computer environment or monitor the production scheduling, execution, and successful completion of production jobs.
Assist in providing computer/network support relating to software and hardware problems, as well as escalated issues reported by users.
Troubleshoots, diagnoses problems, implements corrective action procedures and/or escalates to other technical resources as appropriate.
Maintains, updates or creates systems, databases and web pages using front-end user enhanced web tools within prescribed guidelines.
Researches and recommends system equipment upgrades and manages equipment inventory.
Service Ticketing system/application data entry and queue management.
Monitor the remote monitoring and management system alerts and notifications, respond accordingly through service tickets.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Works with hardware vendors to resolve equipment failures/problems; May perform routine security checks on the system; Installs, repairs and removes wire and cable.

Languages

Bilingual and bi-literate in English and Spanish

Resume Overview

School Attended

BARUCH COLLEGE

Job Titles Held:

DESKTOP ENGINEER
IT OPERATIONS ASSOCIATE ANALYST
DESKTOP SUPPORT ANALYST
DESKTOP ANALYST

Degrees

MASTER'S DEGREE : COMPUTER SCIENCE
BACHELOR'S DEGREE : COMPUTER SCIENCE

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