System Engineer Specialist Resume Example
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SYSTEM ENGINEER SPECIALIST
Skills
acquisitions, Active Directory, Premier, AD, Apollo, approach, AS/400, AS400, Avaya, basic, Ceridian, Cisco Router, Cisco, CA, computer peripherals, computer hardware, hardware, Client, customer satisfaction, Dell, Desktops, DHCP, Diagnosis, documentation, DNS, drivers, e-mail, email, functional, Ghost, disk drives, Help Desk, HP, HUB, imaging, information systems, information technology, Inventory, IP, JDE, Local Area Networks, LAN, Laptops, MAC, director, meetings, Access, Exchange, Microsoft Office, office applications, MS Office Suite, office, Outlook, Windows 2000, 2000, NT, Microsoft Windows XP, monitors, Communicator, network, networking, Networks, operating systems, Packaging, peripherals, personnel, policies, Printer, printers, problem resolution, problem-solving, processes, quality, research, Routers, shipping, service level agreement, SOPHOS, surveys, Symantec, TCP/IP, technical support, User support, desktop support, User training, technician, Telecom, telephone, telephony, Phones, Phone, Track-IT, triage, Troubleshoot, Troubleshooting, upgrades, upgrading, VPN, voice mail, VOIP, WAN
Experience
01/2015 to 01/2017
System Engineer SpecialistKatmai － Atlanta , GA
- Provided Level-2 technical support for supported desktops, laptops, and peripherals.
- Corrected hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
- Managed returns on warranted parts and systems.
- Packaging and shipping replacement parts to customers.
- Maintained standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers.
- May participate in development of information technology and infrastructure projects.
- Installed, supported and troubleshooted approved desktop software.
- Performed planned maintenance, moves, adds and changes.
- Provided support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN).
- Provided timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel.
- Exercised judgment within defined procedures and practices to determine appropriate action.
- Created and maintaining images for standard systems.
- Recommends hardware and software solutions, including new acquisitions and upgrades.
- Demonstrated good judgment in selecting methods and techniques for obtaining solutions.
- Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures.
- Troubleshooted TCP/IP DNS/DHCP/Routers issues, punching down connections on patch panels.
- Experienced with JDE and WMS on an AS400 platform.
- Configured and deploy Cisco CP-7841 VoIP phones.
- supported wireless networks for warehouse and offices on LAN/WAN.
- installing, troubleshooting, upgrading/migrating and administration of Microsoft Windows XP/7/8/8.1/10.
01/2014 to 01/2015
Helpdesk/Desktop SpecialistMastercontrol Inc － Minneapolis , MN
- Log the Helpdesk system with problem clarifications, steps taken, technical advice, follow ups, resolutions,.
- feedback, and closings.
- Perform resolution for troubleshooting any computer systems, hardware, software, telephony, and security, etc.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Install, configure, modify, and repair computer hardware and software.
- Install computer peripherals for users.
- Update the Device Inventory and Assignments log.
- Perform basic computer User training.
- Walk Users through the problem-solving process.
- Perform PC patch releases.
- Run diagnostic programs to resolve problems.
- Perform informal periodic surveys to capture current User needs.
- Update Knowledge Base for all Systems.
01/2013 to 01/2014
Information Systems Engineer IIIVESTA CORPORATION － City , STATE
- Analyzed and solved personal computer-related problems, printer problems, end device and other peripheral equipment.
- Includes contacting vendors for support when necessary.
- Created and maintained standard documentation to support all EUC related processes.
- Provided functional and technical support, troubleshooting and diagnosed software problems including desktop, laptop, LAN/WAN and VPN issues.
- Installed, configured and test new and reissued personal computers under the current EUC imaging standards.
- Maintained accurate information and data regarding end-user issues, new personal computer installs and the re-issue of personal computers in the appropriate tracking systems.
- Assumed ownership of Service Desk support tickets and respond quickly with timely follow through to resolution.
- Troubleshooting VPN connectivity issues through Cisco Router Devices and Cisco VPN Client based software.
- Trained users in the use of equipment and software allowing the users to become increasingly self-sufficient.
- Responsible for security, integrity and reliability of personal computer systems.
- Maintained compliance with software licensing and inventory as prescribed by the corporate standard.
- Participated in weekly team meetings and one-on-one manager / technician meetings.
- Setup new work area for new hire's.
- Setup new Hires; AD acct, VOIP setup, Data port configure(VLAN).
- Maintained wire management in HUB and Data Center.
- Installed and track equipment in Data center.
- Administered and supported network user accounts groups and security access using Active Directory.
- Provide onsite day-to-day support of client's IT assets.
01/2013
Helpdesk Specialist IIITMX FINANCE － City , STATE
- Provided phone, remote (Bomgar), email support to corporate, field reps on a variety of issues including system access and operation.
- Extensive application user support for proprietary software (ATLAS, TL Pro, EAL Pro and TLX) and other applications/vendors such as Bill Matrix/Fiserv, Credex, Premier ETitle, SOPHOS, Air Watch, Microsoft 365, MS Lync, Active Directory.
- Properly document and track the details of the problem, analyze both status and resolution within the Help Desk tracking application WebHD.
- Run daily audit of application availability.
- Execute ticket reviews, statistical reports or handle special projects as needed.
- Provided account creation for Active Directory, Exchange mailbox, Distribution lists.
- Supported user with MS Office Suite, including Outlook and OWA (Outlook Web Access).
01/2010 to 01/2011
Desktop/Network Support AnalystSunTrust Bank APEX SYSTEMS － City , STATE
- Provided 3rd Level desktop support for EUS in a Windows 2000/XP environment both internally and externally via email, telephone, and in-person.
- Provide help desk coverage for customers, qualify problems and urgency and enter support requests into service tracking system.
- Provided break fix for laptop and Desktop issues, and all other hardware issues.
- Order all hardware related parts via company depot.
- Provided account creation for Active Directory, Exchange mailbox, Distribution lists.
- Supported user with MS Office Suite, including Outlook and OWA (Outlook Web Access.
01/2008 to 01/2010
Project ManagerKAISER PERMANENTE － City , STATE
- Provided 3nd Level desktop support for end-users in a Windows 2000/XP environment both internally and externally via email, telephone, and in-person.
- Supported a robust Microsoft based network running NT/2000 and Exchange.
- Provided server, PC, MAC and laptop expertise.
- Utilize systems and tools to monitor contract customer equipment, troubleshooting tickets when thresholds are exceeded.
01/2004 to 01/2008
Desktop/Network Support AnalystGIRL SCOUTS － City , STATE
- Provide technical troubleshooting assistance to customers via phone and remote assistance tools.
- Provided 2nd and 3rd Level Microsoft Desktops, Laptops(Dell) and End-User support via email, telephone, and hands on support to access corporate network and applications, both on the network as well as through remote VPN access.
- Adding, deleting, modifying user accounts in MS Active Directory to accommodate new hires, departing employees and various changes to user account domain accounts.
- Supported user with MS Office Suite, including Outlook and OWA (Outlook Web Access).
01/2002 to 01/2005
Information Systems Specialist IIIAlere － City , STATE
- Providing technical support via phone and desktop remote control to resolve common desktop issues.
- Provided functional and technical support, troubleshooting and diagnosed software problems including desktop, laptop, LAN/WAN and VPN issues.
- Administered and supported network user accounts groups and security access using Active Directory.
- Applications such as AS/400, Apollo PCMS, Trax Clinical Services, Ceridian, and Metro).
- Setting up e-mail account via outlook client, adding mailboxes, to the client and setting up and enabling user for Microsoft Office Communicator.
- Supporting e-mail issues through Outlook Web Access and providing basic guidance on using both the Outlook Client and Outlook Web Access.
- Supporting Blackberry and Smart Phone devices for e-mail setup.
- Troubleshooting Blackberry device software issues through the BES server, wiping devices, disabling devices, and setting users up on the BES Server.
- Triaging Avaya IP phone connectivity and call quality issues by troubleshooting Avaya Interaction Center, Avaya IP Agent and Avaya Hard Phones.
- Obtained Remote Access that allowed us to remotely login as the administrator to perform various tasks such as software maintenance: (Applications Add access, Installs, Updates, Diagnosis and Printer Installations).
- Troubleshooting VPN connectivity issues through Cisco Router Devices and Cisco VPN Client based software.
- Achieved high level of customer satisfaction through patient, methodical approach to problem resolution, with majority of calls resolved within corporate service level agreement.
- Usage of CA Unicenter Service Desk ticket tracking system and Avaya Telecom Systems.
- Training new employees on processes and procedures, troubleshooting software and hardware device and triage proprietary software.
- Documenting processes and procedures, new implementations, applications and basic troubleshooting for software and hardware devices.
01/2000 to 01/2003
Network Technician/Helpdesk SupportADVANCED CAREER TRAINING － City , STATE
- Managed building facility including, office and telecom equipment.
- Configured and deploy new pc by utilizing Symantec Ghost, Audit and track all issues using Track-IT.
- Setup and Maintain HP server in a LAN/WAN environment, Coordinate with IT director Via telecom on special projects.
- Provided account creation for Active Directory, Exchange mailbox, Distribution lists.
- Troubleshoot and resolve network, server, workstation and software problems.
IT Service Engineer IIIDell － City , STATE
- Install hardware and peripheral components like disk drives, printers, keyboards and monitors.
- Load software packages such as networking components, operating systems and office applications.
- Customize and adapt current programs to satisfy Applied users' needs.
- Coordinate with network services and information systems groups.
- Update on status to manager and users through voice mail, email and in-person communication.
- Connect users to networks and train on facilities and applications.
- Install, repair and conduct preventive maintenance of personal computer by providing technical support.
- Troubleshoot software and hardware failures and determine network problems.
- Diagnose and resolve incidents using documented procedures to perform responsibilities.
- Workaround if incident cannot be resolved.
- Configure PCs and laptops, problem ticket resolutions and track problems using ServiceNow system.
- Integrate and test activities by migrating applications from development to operational environment.
- Troubleshoot through phone hardware and software and engage technical resources to resolve.
- Determine and research user questions and isolate and resolve information systems problems.
- Receive and prioritize issues and forwards using escalation procedures.
Education and Training
AA: Computer ScienceWEEHAWKEN HIGH SCHOOL － City, StateComputer Science
High School Diploma
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Resume Overview
School Attended
- WEEHAWKEN HIGH SCHOOL
Job Titles Held:
- System Engineer Specialist
- Helpdesk/Desktop Specialist
- Information Systems Engineer III
- Helpdesk Specialist III
- Desktop/Network Support Analyst
- Project Manager
- Information Systems Specialist III
- Network Technician/Helpdesk Support
- IT Service Engineer III
Degrees
- AA : Computer Science
High School Diploma
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