SCOTT SNELL

TECHNICAL SUPPORT ( WINDOWS ADMINISTRATOR( DESKTOP SUPPORT

New Egypt, NJ 908-***-**** ( acysup@r.postjobfree.com .

https://www.linkedin.com/in/scott-snell-desktop-support

PROFESSIONAL PROFILE

. Experienced IT Professional and Microsoft Certified Systems Engineer

(MCSE), specializing in desktop support for diversified user communities.

Achievement driving effective systems and end user satisfaction through

the delivery of technical and service excellence.

. Recognized problem solver and subject matter expert with excellent first-

contact resolution rates; adeptly maneuver high-volume, fast-paced work

environments, swiftly resolving issues and establishing best practices to

improve the support function.

. Competitive advantage derived from broad-based applied experience,

including PC/LAN and laptop/workstation desktop support in a Windows

environment, ticketing system administration, imaging, configuration,

deployment, and data restoration.

. Outstanding communication and collaboration skills enhance ability to

engage with diverse end users and partner across IT teams. Excel in

analyzing and troubleshooting complex issues, leveraging a detail-driven

approach. Maintain methodical documentation.

KEY SKILLS

End-User Interface Task Prioritization Tracking Documentation

Endpoint Security Tools

Hard Drive Data Restoration Issue Performance Reporting

Recommendations Staff Mentoring Training

PROFESSIONAL HISTORY

Lead Desktop Support Analyst LINDE, INC. 10/1997 - 12/2016

. Delivered comprehensive client-end software & hardware support for 3,500

users, spanning corporate office, remote, and field sites.

. Drove high-efficiency workflows and optimized response times by

dispatching work tickets to senior desktop support analysts to evenly

divide workloads between user groups. Collaborated across groups to

improve ticket prioritization.

. Supported Microsoft client operating systems from Windows 3.1 to Windows

10. Provided custom end user support, effectively imaging computers,

restoring data, and highly configuring per user needs.

. Commanded extensive breadth of software support, including Active

Directory Administration, SCCM, Oracle Client, Lotus/IBM Notes, MS Office

95 through Office 2013, MS Visio, Project, Outlook, IE 11, Chrome,

Firefox, Citrix, Java, BitLocker, Cisco Telepresence, SAPGUI, Adobe Pro,

AutoCAD, Junos Pulse VPN, HP Service Manager, Remedy, Dameware, Webex and

McAfee.

. Facilitated C-level executives by delivering primary audio/visual meeting

support, including during travel abroad.

. Minimized meeting room issues by partnering with audio/visual vendors to

fine-tune room effectiveness and usability.

. Provided Blackberry, Android, iPhone, iPad, and Samsung tablet support.

Network Engineer / Depot Group Leader / Senior Field Engineer VITRONICS,

INC. 09/1989 - 10/1997

. Successfully installed, administered, and maintained two Microsoft NT 4.0

LANs.

. Drove a high-performance/high-volume depot department through effective

process supervision and staff oversight.

. Executed component-level PC and peripheral repair, not repairable in the

field.

. Enhanced personnel performance by training depot technicians and

providing tech support for field engineers.

. Maintained and repaired a wide variety of mini-computer systems, PCs, and

peripherals on Fort Monmouth Army base; awarded secret clearance.

Previous Roles: Field Engineer, TOTAL TEC SYSTEMS

EDUCATION & PROFESSIONAL DEVELOPMENT

. Digital Electronics Degree, DeVry Technical Institute

. Certifications: Microsoft Certified Systems Engineer (MCSE), NT 3.51 (

Windows NT Server 4.0 (MCP) ( Windows NT Workstation 4.0 (MCP) (

Microsoft Internet Information Server (MCP) ( A-Plus certified

. Training: Implementing & Administering Windows 2000 Directory Services (

Updating Support Skills from MS Windows NT 4.0 to Windows 2000 Server (

Windows 2000 Server ( Windows 2000 Workstation ( Administering &

Maintaining Windows 7

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