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senior desktop support engineer resume example with 16+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Highly skilled and experienced AV engineer with 15+ years of experience in the AV industry. Proven expertise in installation and maintenance of Cisco Collaboration Audio Visual & Video Conferencing suite of products. Skilled in training and supporting end-user meetings setup, triaging end-user requests and/or problem incidents, and facilitating changes and corrections to Cisco AV and Video infrastructure. Demonstrated ability to manage unexpected and complex situations and to proactively propose contingency plans.

Skills
  • Strategic Planning
  • Manager/ Motivator
  • Cause-Effect Problem Solving
  • Client Relationship Manager
  • Global Operations Efficiency
  • New Employee Training
  • Critical Analysis
  • Technology Implementation Troubleshooting Cisco UC Solutions (Webex, Collaboration, Cloud registration)
  • Microsoft O365 integration with AV infrastructure
  • MS Office suite TCP/IP networking technology (switch, router, firewall)
  • BiAmp, Q-Sys, Extron, Crestron, Dante, AMX
  • Operating Systems: Windows, macOS, Linux
  • Antivirus Software: TrendMicro OfficeScan, Deep Security, Apex One
  • Networking: TCP/IP, DNS, DHCP, VPN
  • Virtualization: VMware, Hyper-V
  • Programming Languages: Python
Work History
Senior Desktop Support Engineer, 05/2023 - Current
Prosper Marketplace Inc San Francisco, CA,
  • Supported operating system and various tools and applications.
  • Documented troubleshooting and corrective actions.
  • Troubleshot problems or issues with desktops and laptops.
  • Provided graphical user interface-level assistance with server configuration and administration.
  • Disconnected and reconnected desktops and peripherals to support office moves.
  • Maintain and manage Cisco Collaboration Audio Visual & Video Conferencing suite of product.
  • Support Vendor installations and perform acceptance testing.
  • Provide technical support in all venues and resolve conflicts under high stress situations.
  • Train and support end user meetings setup.
  • Triage end user requests and/or problem incidents.
  • Install, maintain, and operate Cisco video teleconferencing equipment and software. Configure new room system in Webex control hub.
  • Maintain Hardware inventory and RMA faulty equipment.
  • Facilitate changes and corrections to any AV and Video infrastructure.
  • Ability to swap-out, replace and/or install AV and Video conferencing equipment.
  • Experience with SaaS applications, SSO integration, and CyberArk password vaulting.
  • Knowledge of Google Workspaces for Enterprises. (Google Mail, Calendar, Google Drive, Sites, and Groups)
  • Knowledge of best practices around data security


AV Engineer, 09/2016 - 04/2023
Dataminr Melbourne, FL,
  • Set up and tested equipment prior to events, broadcasts, and recordings.
  • Mixed and mastered vocal arrangements and music compositions,, and optimized songs, and albums.
  • Enhanced sound quality and added various sound effects to recordings.
  • Performed sound quality checks and front-of-house mixing to maintain company sound system.
  • Set up and tested equipment prior to virtual meetings, events, broadcasts, and recordings.
  • Maintain and manage Cisco Collaboration Audio Visual & Video Conferencing suite of product.
  • Support Vendor installations and perform acceptance testing.
  • Performed site surveys to determine and design appropriate setup and audio equipment needs for various types of live events.
  • Provide technical support in all venues and resolve conflicts under high stress situations.
  • Train and support end user meetings setup.
  • Triage end user requests and/or problem incidents.
  • Maintain Hardware inventory and RMA faulty equipment.
  • Facilitate changes and corrections to any AV and Video infrastructure.
  • Designed and implemented antivirus solutions for clients, utilizing TrendMicro OfficeScan, Deep Security, and Apex One.
  • Conducted regular updates and maintenance on antivirus solutions to ensure optimal performance.
  • Worked closely with clients to troubleshoot and resolve antivirus-related issues.
  • Provided technical training to clients on antivirus software and best practices.
  • Created scripts and automation tools to streamline antivirus management processes.
  • Collaborated with team members to develop new antivirus strategies and solutions.
  • Created ServiceNow knowledge articles, end-user instruction manuals, and documentation for AV platforms and meeting rooms.
  • Proactively support issues reported via email, chat, phone, and other client support mediums.
  • Dispatch maintenance services for all conference room technical systems and infrastructure.
  • Manage and support WebEx cloud environment on Cisco Control Hub with 300 endpoints and 4600 licensed users.
  • Configured and monitored notifications for call quality issues for high priority endpoints and C-Suite executives via Control Hub.
  • Assisted with management and deployment of Mediastar IPTV cable network, which included over 50 endpoints in offices and common areas.
  • Worked closely with vendors, InfoSec, and network team throughout assessments and onboarding of new technology.
  • Experience in digital signage technology and network Collaboration hardware from Logitech and Polycom.
  • Proficient in Zoom, and Microsoft Teams.
Senior IT Support Engineer, 02/2007 - 09/2016
Pangaia Partners - Deutsche Bank, Nomura, BONY City, STATE,
  • Monitored systems in operation and quickly troubleshot errors.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Upgraded operating systems and computer software to perform compatibility with programs.
  • Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
  • Directly responsible for Deutsche Bank's A/V Operations in North America Region.
  • Responsible for operation and maintenance of A/V infrastructure such as Cisco/Tandberg, Polycom, Clear One, AMX, Crestron, OSC, Avistar, Gentner, Soundcraft mixers, and Mediastar IPTV.
  • Worked as part of the project management team to deliver new AV installations and decommission outdated A/V infrastructure.
  • Show-calling for live broadcast from Deutsche Bank Wall Street Auditorium utilizing VTC connections, Power Point presentation, Web Streaming, and controlling three video camera configurations via a Prodigy video mixer individually or collectively.
  • A/V coordinator and facilitator for Board Members, Executives, and Management of Private Wealth and Asset Management.
  • Assigned tasks to technician, staffed projects, tracked equipment for significant events, and kept supervisors and clients informed as required.
  • Supervise installation and maintenance of A/V infrastructure by third-party vendors.
  • Supervise and train A/V technicians for day-to-day operations as well as complex events.
  • Managed A/V service and support desk.
  • Maintenance of POTS lines.
  • Provided technical support to clients for hardware, software, and network issues.
  • Installed and configured antivirus software on client machines.
  • Conducted routine maintenance on client machines to ensure optimal performance.
  • Collaborated with team members to develop new IT strategies and solutions.
Education
Bachelor of Science: Business Management & Marketing, Expected in
-
Long Island University - Greenvale, NY
GPA:
Status -
Accomplishments

Staff Development:

  • Trained staff in AV daily operations setup of equipment, and maintenance.


Customer Service:

  • Ensured superior customer service by showing accountability efficiency and communicating with clients.


Certifications:

  • Mersive Solstice Deployment

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Resume Overview

School Attended

  • Long Island University

Job Titles Held:

  • Senior Desktop Support Engineer
  • AV Engineer
  • Senior IT Support Engineer

Degrees

  • Bachelor of Science

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