Desktop Engineer

Byron May

**** ******** ***. ***. #* Los Angeles, CA 90062

Phone: 323-***-****

E-Mail: **********@*****.***

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Professional Summary

To utilize a position within the helpdesk field where I can demonstrate my experience in troubleshooting and resolving issues for Windows XP-10, Microsoft Office Suite, printer connectivity, mobile devices, IP Cisco Phones, etc.

Experience

CKE Restaurants Inc. (CompuCom) – Anaheim, CA December 2017 – October 2018

Desktop support Technician III

•Hardware Break-fix on Dell laptops and desktops.

•IMAC support

•General User Requests

•A/V Conferencing Support- Polycom AV systems Desktop Phone Administration & Configuration

•Cisco phones Depot

•Support Legacy Application Account Administration

•Desktop Software Support

•Production Support

•Executive Support

•Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals

•Documents, maintains, upgrades or replaces hardware and software systems

•Supports and maintains user account information including rights, security and systems groups

•Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed

•Determines and recommends which products or services best fit the customers' needs

•Relies on instructions and established guidelines to perform the functions of the job

Joe Berry Real Estate Co. – Los Angeles, CA September 2005 – December 2017

I.T. Support Specialist

•Windows Server 2008 R2: Network Infrastructure Design/Administrator: Active Directory, DNS, DHCP, Group Policy Management, DFS, TCP/IP, File, RDS, WSUS, Print, FTP Server

•Raid & Disk Resource Management

•Exchange Server 2007/2010: Client Account Setup, Database Move, Database backup, Mail Box Management, System Maintenance, Server administration

•Network Security (Firewall): Security Services, Failover/ High Availability, Firewall Policies, NAT Policies, TCP/IP, Subnets configuration and Monitoring Services.

•LAN\WAN installation and configuration (Switches, Routers, AP’s, etc

•Dell SonicWALL Firewall: Zones, Routing, NAT, Services, Load Balancing

•SQL Server 2008 R2: Backups & Recovery, Replication, Security management, Scripting, Support Maintenance procedures for all SQL Servers.

•network and server security, server sizing, configuration, and installation

•Migration from Windows 7 to Windows 10 using imaging tools. (Ghost)

The Kabbalah Centre (TekPartners) – Beverly Hills, CA April 2016 – November 2016

Desktop/Help Desk Engineer

•Installation, management and troubleshooting for hardware and software on all desktop, server and miscellaneous hardware including printers and scanner.

•Provide customer support via phone and remote desktop

•Support Windows XP Pro, Windows 7 Enterprise, & Macintosh OS-X based desktops and laptops. Also support iOS and Android based mobile devices

•Communicate with vendors to request service for defective products, returns, or replacements

•Track inventory

•Install and update software such as MS Office 2010, 2013, 2016, Adobe, Crash Plan, VPN.

•Configure IP Cisco Phones and Voicemail for users

•Maintained SmartBoard projector system

•Provided A/V and conference room support for meetings and video conferences

•Monitored and analyzed information given in security reports that identified current threats. Determine appropriate solutions, and implement approved security measures.

First American Trust (Randstad Technologies)– Santa Ana, CA August 2015 – November 2015

Helpdesk Service Analyst

•Answered \ Resolved user questions.

•Desktop experience: MS Office 2010 Professional Products, Windows 7, Windows 8.

•Internet Explorer 8, 9, 10, and other Browser experience.

•Familiar with Cisco VPN, Service Now, Cisco VoIP and Soft Phone.

•Hardware support, HP/Kodak/Canon Printer, Scanners, and Rightfax.

•Mobile device support. IOS, Android.

•Change Office 365 distribution lists and password reset requests

Fox Studios (Vaco Technology) – Torrance, CA May 2015 – July 2015

Helpdesk Service Engineer

•Troubleshoot issues for Windows 7 Professional and MAC.

•Troubleshoot issues with Citrix, Wide Orbit, VPN, E1 and other important business programs.

•Help setup and troubleshoot hardware issues. (IOS, Androids, printers, Laptops, MACbook)

•Logging tickets and incidents request using Service Now

•Provide configuration and general support for MS Office suite

•Windows server environment includes Windows 2003/2008 servers running MS SQL 2005/2008, IIS 6.0/7.x, Active Directory, DNS, DHCP and Symantec Backup Exec

DISH Digital / Blockbuster Digital Solutions/Movielink – Culver City, CA July 2007 – November 2014

Technical Support Technician

•Interacted with costumers with a positive, pleasant attitude

•Provided excellent customer services and actively assisted costumers with the Blockbusternow/OnDemand application

•Effectively relayed step-by-step instructions to ensure customer satisfaction

•ZenDesk, SnapEngage, Salesforce and Oracle Live Chat application experience

•Tier One chat/email based technical support servicing digital downloading and streaming for mobile, PC, Mac, and

Consumer Electronics

SNF Management (Windsor Healthcare) – Beverly Hills, CA August 2005 – January 2007

IT Field Technician

•Built or configured new hardware

•Track Inventory

•Installed and updated software packages

•Created and maintained computer network

•Set up environments in cubicles designing workspace, with peripherals like keyboards printers and mouse

Education

Mayfair High School

Diploma (General Education)

DeVry University, Southern California

Bachelor of Science in Computer Engineering Technology (In Progress)

Skills

Microsoft Windows XP-10; Microsoft Office Suite; Microsoft C++6.0; Microsoft Visual Basics 6.0; Microsoft Visio; Salesforce; Zen

Desk; Snap Engage; Oracle Live Chat; HTML; JavaScript; Technical Helpdesk; Proficiency in TCP/IP protocols; OOPic Microcontroller;

Service Now; JoinMe

References Available Upon Request

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