End User Services Engineer Resume Example
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.
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Amli Residential – Miami , FL
- 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.
University Of Chicago – Chicago , 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.
Sothebys – City , STATE
- 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.
NYC Board Of Education – City , STATE
- 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.
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.
ITIL® Foundation Certificate in IT Service Management
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Resume Overview
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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