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End User Services Engineer Resume Example

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END USER SERVICES ENGINEER
Professional Summary

Skilled Desktop Support Engineer with over ten years of experience in providing comprehensive technical support to end-users in financial, customer service, and professional multinational industries. Successful in installing, upgrading, and configuring innovative applications on both Windows and MAC operating systems and providing technical support to optimize workflows and minimize business interruptions. Seeking to utilize expertise in information technology and desktop support to take next career step with a reputable organization.

Skills
  • Time-management/project management skills
  • Ability to stay focus on core responsibilities while successfully handling wide spectrum of client requests.
  • Troubleshooting, analytical and problem-solving skills
  • Research existing and new technologies
  • Written and verbal communication skills
  • Collaboration and team building skills
  • On-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of peripherals and software
  • Mobile Device Management experience (InTune)
  • Understanding and troubleshooting skills iPhone/iPad and Android with Mobile Device Management
  • Windows 10 and Office 365
  • Google Suite and VOIP experience
  • Understanding of corporate network infrastructure and architecture sufficient to support and troubleshoot issues and to maintain office network connectivity via wi-fi/cabling/hubs/switches
  • Apple macOS
  • Technical end user support in Apple macOS environment, covering MAC hardware (laptops, desktops and mini) and software (macOS, Office 365)
Work History
End User Services Engineer04/2018 to Current
Sothebys – New York, NY
  • Provide professional support to the Sothebys end users, detecting flaw in the computer hardware, software and other equipments, and repairing the same.
  • Provide general desktop support, project coordination, imaging/ re-imaging PCs, and laptops.
  • Coordinate with the third party service providers for timely repair of the system under the maintenance agreement warranty, and repairing minor flaws in hardware if not covered under the same.
  • Provide assistance in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc.
  • Maintain accurate device records in the asset management system
    Manage project support efforts where appropriate, including the implementation of new business systems and private sales.
  • Update FootPrints as IT tickets escalate and take responsibility for calls through closure, including liaison with appropriate users. Adhere to established service levels and notify management when service levels cannot be achieved.
  • Understand and apply all IT policies and procedures without deviance.
    Provide mission critical support during live auction and setup of web broadcast computers that provide A.V feed to the internet, as well as computers used during the events.
Junior End User Services Engineer03/2017 to 03/2018
Sothebys – New York, NY
  • Provided end user support for all desktop related issues and requests.
    Accurately documented and updated tickets in tracking systems.
    Maintained communication with customers on status of all open tickets.
  • Conducted Regular follow ups with customers with recommendations, updates, action plans, and acquire confirmation for delivered solutions.
    Troubleshooted software and hardware issues.
IT Helpdesk Analyst02/2008 to 03/2017
Sothebys – New York, NY
  • Responded to queries via chat, email, or phone.
    Trained other staff members on troubleshooting and diagnosing problems.
    Wrote, edited, and revised training manuals for new and updated software and hardware.
  • Provided technical assistance for questions and problems.
    Resolved problems with networks and other computer systems.
    Diagnosed system errors and other issues.
  • Followed up with customers to ensure full resolution of issues.
    Requested feedback and/or monitoring calls and other methods of correspondence to improve training methods.
  • Ran reports to analyze common complaints and problems.
    Installed or changing software to fix issues.
  • Remotely accessed hardware or software for clients to make changes and fix problems.
IT User Support Specialist01/2007 to 01/2008
NYC Board Of Education – New York, NY
  • Maintained computer-based record-keeping systems with community partner information and contacts.
  • Coordinated contact with parents and school-based community to elicit their support and participation in school-based and community activities, parent meetings, workshops, musical productions and volunteer activities.
  • Increased and developed relationships with community based organizations. Facilitates regular community based meetings and events.
    Developed wide range of community contacts that will volunteer, partner, or provide resources to OACE.
  • Maintained ongoing contact with community organizations that are involved with providing services to support OACE's educational programs.
    Made connections with community based organizations to increase community support and to communicate any change in needs of OACE's student population.
  • Assisted OACE students and staff in building relationships with external partners.
  • Assisted in coordinating, improving and maintaining community services and relationships with OACE.
  • Coordinated various outreach programs between OACE and various community-based organizations.
  • Assisted with written and telephone communication with parents, partners and community.
Education
Bachelor of Science: Computer Information06/2003John Jay College of Criminal Justice of The City University of New York- New York, NY

The major in Computer Information Systems in Criminal Justice and Public Administration focuses on software development, information systems design and the modeling of public systems, using the techniques of operations research. In addition to fulfilling basic requirements in computer science, operations research and mathematics, students must complete an applied specialization in computer applications in either criminal justice or public administration.

Certifications

ITIL® Foundation Certificate in IT Service Management

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Resume Overview

Companies Worked For:

  • Sothebys
  • NYC Board Of Education

School Attended

  • John Jay College of Criminal Justice of The City University of New York

Job Titles Held:

  • End User Services Engineer
  • Junior End User Services Engineer
  • IT Helpdesk Analyst
  • IT User Support Specialist

Degrees

  • Bachelor of Science : Computer Information 06/2003

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