Analytical Desktop Support Engineer adept at resolving complex hardware and software issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Proficient workstation development lead, skilled at creating, managing, updating OIT production operating systems. Able to build rapport with end-users, especially VIP users and Executives.
Create OIT production Operating System images( Windows 7, 8.1)
Built and maintained successful relationships with service providers, dealers and consumers.
Trained new employees and explained protocols clearly and efficiently.
Provided thorough support and problem resolution for customers.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Managed software deployment portal in LANDesk & worked with server support to decide and distribute software and security patches.
Researched complicated issues on various computer systems and databases and created SOP's to publish in the knowledge base for OIT use.
Provide Executive support to NIAID Director and VIP's
Supported environment of 4000+ end-users
Manage users via Active Directory
Support Windows 7 and Mac OS X operating systems.
Printer and iPhone support
Office 2010 and 2013 support
Provide support for 6000+ users in a demanding and fast paced environment.
Administer front line phone support to users for users to resolve technical issues.
Provide basic level to end users and escalate more complex tickets to higher tiers or management.
Daily Tasks Performed Manage computers using SCCM 2012 Add machines to predefined Collections Create driver and software install packages and advertise those packages to specific collections and sub-collections.
Provide remote support through SCCM 2012Remote Administration Tools Respond to incoming phone calls, emails received as tickets and route them to proper IT team Perform hardware replacements on PC machines such as Hard drive or cd rom replacement Accurately diagnose causes for hardware and software related tickets Perform software installs, and Operating System upgrades Key Achievements: Earned promotion to tier 2 level support within 5 months because of exceptional performance as a tier 1 level technician.
Apple Certified Support Professional 10.8
MCSA Windows 8.1
Account Management in Active Directory
MDT 2013, WADK 8.1 Imaging
MS Office 2007/2010/2011(Apple)/2013
A/V, Mobile device, and printer support
SCCM 2012 and LANDesk Management Suite 9.5
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