Engineer Support
Resume:
JERMAINE HAMILTON
Killeen, Tx ***49
Cell 254-***-****
******************@*****.***
OBJECTIVE
Obtain a Junior Level Desktop Support Engineer position to enhance my professional skills in a dynamic and stable workplace.
COMPUTER LANGUAGES
C++, Assembly Language, COBOL, Html, Java, SQL, Shell Scripting, PL/SQL
Applications
Oracle 8i, 9i, 10g, SQL 2005, 2008R2, Jcreator, Dreamerweaver8, Microsoft Visual Studio.net 2003, Microsoft Word, PowerPoint, Excel, Access, SCCM 2007, SCCM 2012r2
Operating systems
Windows 2000/XP, 64 x bit, Windows 7, Vista, Server Pack, Home Edition, Professional, Windows 8, Windows 8.1, Windows 10, Linux, Windows Server 2003, 2008r2, 2012,2012r2, Exchange 2013.
Ticketing System
CAP, Service Now, Remedy, Ascension, Service Desk
Hardware
HP printers 1320n, 1320nt, 4350, 4350nt, 2100, 2100n, 4345mfp.
HP computers 780's, 760’s, 7010, 7090, OptiPlex, G61
Servers Dell powered edge t420.
EDUCATION
Philander Smith College BS of Science July 23, 2010
PROFESSIONAL EXPERIENCES
Microsoft Exchange Engineer Austin TX, February 23 2015 to August 10 2015
Providing the Telephony support and Remote support to field Engineer for the Critical calls.
Handling all Major and corporate customers.
Provided business-clients with efficient support – Responded to phone calls, emails, and in-person requests.
Ran routine phone troubleshooting and configuration.
Collected information through client phone calls to identify and report product problems.
Microsoft Active Directory and Group Policy, PowerShell.
Strong understanding of Active directory.
Create new and manage all existing Mailboxes and Distribution groups.
Created and managed e-mails accounts under Microsoft Exchange.
Created and managed permissions of public folders.
Created and setup shared mailbox rights.
Troubleshooting Active Sync for mobile devices.
Scott and White Desktop support Engineer Temple, TX June 6th, 2014 to February 6 2015
responsible for troubleshooting issues that arise from the Windows 7 migration, imaging new machines, staging new machines for deployment to the field, and boxing up old assets for disposal. Responsible for hardware, and software support for during a Windows 7 migration from Windows XP. Document hardware/software install procedures, upgrades, and incident in Knowledge Base Respond to requests for assistance at user workstations and provide phone support to offsite remote personnel Perform advanced issue recognition, research, isolation, resolution, and follow up for escalated issues referring to more complex problems/desktop standard modifications Evaluate requests for new off the shelf hardware, software applications and upgrades, as well as competing products for deployment, compatibility, support and cost Coordinate desktop software configuration changes and act as primary resolution agent for issues related to desktop software and operating system upgrades, service packs, security patches, and other related changes Properly package/repackage both custom and vendor supplied applications for deployment on standard Windows platforms using SCCM Monitor anti-virus solution and take appropriate action for suspected Malware and virus activity Responsible for complete software packaging life cycle: initial problem research and discovery, testing, deployment, support, documentation and build notes Provide support for the in-house Windows, servers as needed Provide support for handheld devices and the Phone system and related hardware including handsets Assist in the configuration and support of the IT Network infrastructure Perform other duties as needed or directed by the IT Manager. SCCM 2012 allows for software to be packaged and either remotely installed or removed through deployments to your collections. Deploying Laptops and Desktops and troubleshooting Network issues.
Dell Helpdesk support Engineer Austin TX, December 9th 2013 to January 9th 2014
Document hardware/software install procedures, upgrades, and incident in Knowledge Base Respond to requests for assistance at user workstations and provide phone support to offsite remote personnel Perform advanced issue recognition, research, isolation, resolution, and follow up for escalated issues referring to more complex problems/desktop standard modifications Evaluate requests for new off the shelf hardware, software applications and upgrades, as well as competing products for deployment, compatibility, support and cost Coordinate desktop software configuration changes and act as primary resolution agent for issues related to desktop software and operating system upgrades, service packs, security patches, and other related changes Properly package/repackage both custom and vendor supplied applications for deployment on standard Windows platforms using SCCM Monitor anti-virus solution and take appropriate action for suspected Malware and virus activity Responsible for complete software packaging life cycle: initial problem research and discovery, testing, deployment, support, documentation and build notes Provide support for the in-house Windows servers as needed Provide support for handheld devices and the Phone system and related hardware including handsets Assist in the configuration and support of the IT Network infrastructure Perform other duties as needed or directed by the IT Manager. installation: Applications and Packages.
New Zion Desktop Support Engineer Killeen, TX July 16, 2012 to Present
OS installation Win XP, Win Server 2008R2, 2012, 2012R2, Windows 8, Windows 8.1, Windows 7.
Assembling, hardware up gradation troubleshooting,
Windows maintenance, dual booting, upgrade & update the windows
MS outlook configuration, Outlook backup & restore and troubleshooting
Disk Management, partitions
Printer installation and troubleshooting
Antivirus update & virus protection
Troubleshooting of hardware and O/S
Basic Networking, Map drive, Data sharing
TCP/IP Configuration, Internet Maintenance
Data Cards configure and troubleshooting
Remote desktop and Remote assistance
Wireless Networking, Networking in Domain environment
Basic Firewall configuration.
VNC Configuration and team viewer configuration.
SQL Server Installation and Its backup and Restore.
User Profiles Backup and Restore.
Sharing folder, sharing device & Printer.
Installing configuring and deploying office 2010, 2013
Deploying windows 7 to XP machines.
Barrister March 11, 2011 to August 30 2013
Helpdesk support Receives technical support requests via the phone queues and on-line network systems. Any non- phone time is spent following up on issues, following up on resolutions, training on hardware and printer issues. Also, provides instructional training and support to customers and in-field technicians via third party support, phone, and e-mail. Troubleshoots necessary parts needed for customers support and in-field technician. Maintains a sense of urgency in resolving customer issues and identifies the root cause of the issue. Provide remote support for end users. Deploying Laptops and Desktops. Troubleshooting Network issues with Laptops and Desktops.
Philander Smith College Little Rock, AR
Computer Information System-Desktop Support Technician Intern August 06-May 08
Provide daily desktop support, and assist the Network Manager as needed in trouble shooting, maintain and repair computer related equipment; participate in brainstorming and Computer Information System planning sessions; install Microsoft Office 2010, and 2013 software, configure, and maintain desktop equipment and resolve faculty, staff and student needs questions and concerns involving computer related issues. install, repair, upgrade, relocate and provide technical support for desktop computers, laptops, printers, networked printers, and peripherals; able to work with other members of the Customer Service Department to resolve problems reported to the Help Desk; and working knowledge of the MS windows server 2008R2,Windows server 2012R2, Windows 7, and Windows 8 Operating systems and applications, troubleshooting techniques, anti-virus procedures, network connectivity, and other data communications, email clients, TCP/IP protocols and systems as well as local and basic network printing. Provide remote support to end users. Deploying Laptops and Desktops and troubleshooting Network issues. Troubleshooting Active Sync for mobile devices
ACTIVITIES/ ORGANIZATION/ ACCOMPLISHMENTS
Student Support Services/ Sparks
Viking BI Fidelity / Secretary
R.A. / Residential Assistant/ won R.A of the year award
Clinton Presidential library/ community service
Disciplinary board/ served as a member 2 years
Campus cleanup/ community service
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References Available Upon Request
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