Trustworthy Desktop Engineer with 10 years maintaining On prem, remote, and cloud-based systems for enterprise-class employers. Dedicated to cultivating consistent, reliable service levels and exceptional uptime figures. Tireless in executing prescribed business strategies while applying creative adaptions to exploit available resources.
Skills
Data security
Hardware repair
Hardware and software installation
Remote Diagnostics
Cloud-Based Software Deployment
Technical Writing
Project Management
Technical Analysis
Computer updates
Technical Support
Mac OS Operating System
Local Area Networking
Windows Operating System
VMWare Horizon expertise
Microsoft SCCM expertise
VMWare VCenter expertise
Windows Powershell expertise
Work History
Desktop Engineer II, 11/2014 to Current Advisor Group – Leesburg, VA,
Created standardized protocols for documenting processes and technical tasks, enabling consistently repeatable results.
Administrating and maintenance of MDM (Microsoft Intune)
Assistance with troubleshooting and maintenance of Engineering systems: Microsoft SCCM, VMWare Horizon, VMWare VCenter, VMWare VSphere, JAMF, Active Directory, DHCP, and Microsoft Azure.
Identifying and reporting systems critical outages, and being point of contact for collecting data and troubleshooting to resolve said outages.
Management of projects and all related subtasks within ticket and project tracking system (JIRA)
Developed schedule for software maintenance and updates.
Led administration of VMWare Horizon, overseeing 500+ installations across multiple facilities.
Trained new hires on computer and VMWare Horizon use and company policies.
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Performed encryption, firewalls and patch management to implement and maintain system security.
Patched software and installed new versions to eliminate security problems and protect data.
Acquired and maintained knowledge of product offerings, current support policies and methods of support delivery to provide technically accurate solutions to users.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
Information Technology Support (Part-Time), 10/2011 to 11/2014 Bristol Farms – Manhattan Beach, CA,
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and internal networks.
Monitored systems in operation and input commands to troubleshoot areas.
Translated complex technical issues into digestible language for non-technical users.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Wrote and reviewed tickets to request maintenance to various types of equipment.
Provided replacement files to customers missing data, including media files, software components and other digital deliverables.
Used ticketing systems to manage and process support actions and requests.
Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Front End Cashier, 02/2009 to 10/2011 Hannaford Supermarket – City, STATE,
Helped customers complete purchases, locate items and join reward programs.
Determined customer requirements and suggested ideal product offerings to meet needs and boost revenue.
Informed front end manager of equipment repair and replacement needs to maintain operations.
Processed credit card, EBT, and gift certificate payments with electronic computer system.
Tracked inventory, located items and requested new merchandise with hand-held scanners and cellular devices.
Answered questions about store policies and addressed customer concerns.
Followed company policies, procedures and practices for accurate recordkeeping and loss prevention.
Worked closely with shift manager to solve problems and handle customer concerns.
Greeted customers and responded to requests for information.
Called for back up cashiers during peak times to minimize wait time for customers.
Counted tills for beginning of shift with start money and balanced and reconciled register at end of shift.
Operated register system to process new purchases, item returns and merchandise exchanges.
Maintained organized and orderly front end and removed carts, baskets and debris.
Mentored new team members on POS system operation, customer service strategies and sales goals.
Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Maintained current knowledge of store promotions and highlighted sales to customers.
Operated cash register to record all transactions accurately and efficiently.
Performed cash, card and check transactions to complete customer purchases.
Education
No Degree: Computer Information Systems, Expected in Quinsigamond Community College - Worcester, GPA:
High School Diploma: , Expected in 06/2006 Leominster High School - Leominster, MA, GPA:
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