Service Desk Engineer

Vincent M. Bonilla AIT, A+, Net+, DCSE

***************@*****.***

Information Technology (IT) Support Analyst

Dedicated, results-oriented Information Systems Professional with demonstrated strengths in Systems support & repair, Network Administration, Level 1, 2, and 3 Technical Support and Help Desk functions, as well as experience and knowledge of the following technologies.

•Windows XP through Windows 8.1 in a supportive role

•Mac OSX 10.7+ in a support role IE advanced OS X and application troubleshooting,

Detailed understanding of networking in OS X, the ability to diagnose and troubleshoot peripherals, and integration with other business and enterprise systems.

•Active Directory accounts & file share permissions

•System imaging

•New user system transplant

•Managed Services, Virtualization, Active Directory, Citrix, Sharepoint and Thin Clients

•Remote desktop software (LogMeIn, Teamviewer. GoTo Assist, Cisco WebEx

•Supporting conference room audio/video equipment.

•Installing, maintaining, and supporting VMware 3.5 virtual machines

•Windows 7 integration, replacement of antiquated computer systems with latest industry-standards

•Printers, scanners, computer peripherals

•Basic HTML / CSS and JavaScript experience

•Avaya and Cisco phone systems

•Help desk Ticketing Systems

•Mobile devices (iOS, Android, Blackberry, iPad)

•Client PC connectivity - Ethernet, TCP/IP and VPN

•File Server knowledge

•Symantec Products - security, laptop encryption and backup

•Process creation and technical documentation.

I also have excellent written and verbal communication skills, excellent customer service and troubleshooting skills The ability to communicate technical information, both verbal and written, to a wide range of end-users, Excellent organizational skills and multi-tasking abilities, an emphasize on task quality (be thorough, detail-oriented, responsible) Outstanding customer service skills, Advanced technical expertise with Mac and Windows OS, as well as Dell hardware. Strong logical thinking, and troubleshooting skills, as well as working efficiently and effectively without sacrificing quality of work. A positive attitude, and of course a team player with strong communication skills who is willing to work nights and weekends, with a great sense of humor!

Technology skill set

Operating Systems: Windows 7-8, Vista, 2003, XP, 2000, NT 4.0, 98/95, Apple OS, Ubuntu

Software: MS Office Suite, Share Point, GoTo Assist, VMWare, Citrix, Lync

Networking: Internet & Intranet Security, Network Design and Installation, WANs/LANs, Active Directory, Group Policy Control, T1s, DSL/Cable, Broadband, VoIP, Wireless Technology

Server Applications: Exchange 2008, Terminal Server, Symantec Enterprise Antivirus, Web Servers

Hardware: DELL/HP Laptops and Workstations, CISCO VPN, Routers and switches, Xerox, Dell & HP Printers.

Professional Experience

Contracted Computer/Network Specialist

11/2004 – 7/2015

NetComp Inc. – Amherst, MA / Spring Hill, FL

In home and at office system set ups from networking hardware to Microsoft Outlook set up to IT Training which also included successfully training employees to use new operating systems and software suites.

•Aligned office departments and increased inter-department communication and data sharing.

•System backups

•System upgrades

•Manage and monitor internal assets to ensure accurate inventory records

•Network asset management

•Network improvements/repairs/upgrades

•Software/Hardware upgrades

•Advanced Virus removal

•Communicate effectively with team members and customers

•Provide first-level contact and problem resolution for all users with hardware, software and applications problems

•Courteously obtain and convey concise problem information for external and internal service personnel

•Provided accurate and timely resolution for problems in the problem management database

•Monitor internal system notifications for proactive response, and communication of any outages or system down time

•Take complete ownership of onboarding, including creation of accounts, imaging of machines and orientation of new users

•Troubleshoot, identify and analyze basic networking, software, hardware issues

•Build and deploy workstations and laptops for new hires and replacements for current employees

Dell ProSupport Systems Expert

Convergys – Tampa, FL

3/2010 – 5/2015

Systems Specialist handling between 30 to 40 client calls a day.

Helping SMB (small/medium business) to large enterprise to government agencies with anything from basic system set up to advanced system integration.

•Maintained a high level of customer satisfaction with focus on first call resolution.

•Resolution of first level IT service requests over phone and through trouble ticket

•Handle Tier 1 Help Desk escalations via phone and inbound ticket queue support for incoming client IT service requests.

•Assisted with machine imaging and prep

•Troubleshoot, identify and analyze basic networking, software, hardware issues.

•Follow up on outstanding requests and ensure timely resolution

•Create accounts and configure hardware

•Determine proper escalation path for non-resolvable first level issues

•Completed other duties and tasks assigned as needed

Education & Certifications

PORTER AND CHESTER INSTITUTE OF TECHNOLOGY – Chicopee, MA

Associates Information Technology 09/2002 – 9/2003 Graduated with Honors (3.0 GPA)

IT Specific

CompTIA A+, 2003

CompTIA Net+, 2003

Dell ProSupport Systems Expert (DCSE), 2011

Technical Help Desk Certification, 2014

Mac Certified Associate, 2015

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