Results-oriented Desktop Support Engineer with 4+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10 Pro, macOS and Active Directory.
Skills
Microsoft Office Suite
PC Active Directory Administrator, connectivity -
Ethernet, TCP/IP and VPN/ DNS experience
Active Directory
Technical Support
Database management software
Software Development
PC, hardware and Software, Printers, scanners, computer
Email, Risk management
Information Security Analyst with expertise in risk management unauthorized access viruses
User support
Firewalls, VPNs and security products
Software applications
MS SQL Server 2000
Work Orders
Troubleshooting
Goals And Objectives
Process Improvements
Ability To Multitask
Education
American InterContinental UniversitySchaumburg, ILExpected in 06/2016 – –Bachelor of Science:Information Information Technology - GPA:
Software Analysis & Development
American InterContinental UniversitySchaumburg, ILExpected in 02/2019 – –Master of Science:Information Security & Assurance - GPA:
Certifications
Master of Information Technology
Work History
Box - Product Support Specialist Remote, OR, 10/2020 - Current
Troubleshoots technical problems to determine the root cause while providing the client with timely status updates until resolution. Become a software expert in assigned software application(s). Document tickets and customer interactions using issue tracking system. Participates in the creation and maintenance of a Support knowledgebase content. Research issues by collaborating with other internal resources when a solution is not readily available. Advocate for customers by coordinating and communicating suggestions for software enhancements. Supports equipment set-up needs, account specific application configurations, and trains healthcare professionals in the use of Preventice products.
Participates as an important member of the Customer Service Team (which includes Director of Customer Service, Managers of Customer Service and other Customer Service Team Members) Develop and deliver training and troubleshooting documentation to support medical device development programs, clinical investigations and product launch programs. Reports system malfunctions or performance issues to appropriate Preventice Support personnel and outsourced providers; and works to support the correction of such deficiencies while informing stakeholders of the corrective status.
Provides support for internal teams including: clinical trials, deployment services, marketing, and sales. Assists the System Test team in conducting validation and verification activities. Works to achieve the day-to-day Customer Service Team’s quality objectives and goals. Effectively communicates with Technical Support Lead and other team members to coordinate program objectives. Ability to travel to customer site to resolve issues or deliver training. Performs requisite administrative tasks, including but not limited to preparing reports, scripts, procedures, and other necessary documentation.
Configured new employee work stations, including all hardware, software and peripheral devices
Beth Israel Lahey Health - Workstation Specialist Dedham, MA, 03/2018 - 09/2020
Performs installations, set ups and moves of information systems infrastructure and applications as well as troubleshoots and repairs computer systems and peripheral equipment located throughout the Mayo Clinic organization provided technical assistance and training to end users.
Technical duties include assembly and preparation of computer hardware components to loading system software. Understands and knows how to use all company computer products. Participates in the evaluation of new technology and assists with equipment evaluation and standards as directed by leadership. Interact effectively with network services, application support teams, server administration and/or applications development to restore service and/or identify and correct core problem.
Manage parts and inventory on hand to maintain appropriate stocking levels. Completes documentation on daily basis to maintain service, configuration, and/or installation history participates in institutional and clinical projects to support patient safety. Serves as technical expert to maintain knowledge management system which houses technical documentation to carry out duties needed to complete service installation, configuration, and/or break/fix requests.
Ultimate Kronos Group - Senior Product Support Specialist Tigard, OR, 04/2017 - 03/2018
Answer all questions related to Turnitin products and escalate when necessary. Proactively look for solutions to problems and propose improvements if something could work better. Fix any technical issue that the client may be experiencing create account for new users and reset password for user when is necessary. Provide end-user application support via phone and email. Troubleshoot issues reported by customers and provide solutions. Facilitate problem-solving between end user and Turnitin Products.
Participate with Turnitin Software engineers in testing new releases of the product. Develop working relationship with Turnitin Sales & Marketing staff to utilize product knowledge and customer relationships in support of sales efforts. Serve as the first point of contact for customers seeking software assistance over the phone or email. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Walk the customer through the problem- solving process, direct unresolved issues to the next level of support personnel.
Provide accurate information on company products or services. Follow-up and update customer status and information. Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements on procedures.
Relia Tech Stride Center - Information Technology Desktop Engineer City, STATE, 01/2014 - 03/2017
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority, and nature.
Configure, deploy, maintain re-imaging, troubleshooting and support computer workstations, laptops, printers, mobile devices, phones and others computer and telecommunications equipment. Cloning, installing, and upgrading desktop PCs software and hardware Creating and managing domains, preparing disaster recovery strategies, offering technical support to users, upgrading software, and handling user accounts. Performed cross platform audits of Active Directory (AD) objects and user permissions. Managed User Accounts on Windows server 2016 (Creation, Deletion, Permissions, and VPN Access).
Developed organizational units in Active Directory (AD) and managed user security with group policies. Created and maintained email addresses and distribution lists in MS Exchange. Compiled data to assist technical writers with IT new hire manuals and prepared data to report to testers for system enhancements. Create news hires account and assign computers to new hire. Administered DNS, DHCP and WINS. Configured Group Policy Objects to create a secure Windows Infrastructure. Provided third level help desk support for problems relating to Active Directory. Created user ID's, roles, groups OU's etc.
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