Technical Support Engineer

TIMOTHY KAGAWA

Professional Summary

Supporting hardware and software issues for computer systems as Helpdesk support Engineer. Quickly resolves issues, resulting in high levels of customer’s satisfaction. An Excellent Team Player with good problem solving approach having strong communication, leadership skills and ability to work in a time-constrained and team-oriented environment.

Professional Experience

WinstonBrands Inc. June 2022 - Present

•Provided technical support for end users at the desktop level.

•Maintained server configurations, access and updates.

•Provided White glove support.

•Resolved issues related to hardware and software; refers complex issues to the appropriate level 2 support personnel.

•Installed anti-virus software and virus definitions on all client desktops.

•Recorded all activities including user questions, problems, suggestions, escalations, and requests in the IT ticketing system (Jira).

•Installed client desktop systems using ManageEngine; ensured that all systems are operational and that all necessary software is functioning.

Prescient Solutions February 2022 to May 2022

System Analyst Level 2

•Deployed, maintain, and troubleshoot core business applications, including application servers, associated hardware, endpoints, and databases.

•Planned and designs of workstation hardware, software, and application capabilities

•Responsible for hardware and software maintenance, upgrades, computer roll outs

•Understanding of TCP/IP and communications protocols;

•Understanding of servers and networks

•Documented and post procedures to the SharePoint portal used as a tool to educate fellow team members and enhance our knowledgebase and for training purpose.

•Contributed to the planning and designing of workstation hardware, software, and application Distribution.

•Evaluates emerging technologies;

•Delivers assigned projects while meeting assigned time lines and budget objectives

Matrix Contractor (Realogy) August 2021 to December 2021

IT Help Desk Specialist

•Respond to support queries.

•Provide support in person, over the phone, or via remote access.

•Diagnose issues with computer software, peripherals, and hardware.

•Install, maintain, and upgrade hardware and software systems.

•Walk users through problem-solving processes

Judge Group(Christian Brothers Service) November 2020 to March 2021

Support Specialists

•Installed, configured and maintained the virtual environment utilizing VMware Horizon View.

•Assisted in maintaining VDI master images and installing client applications.

•Developed plans for deploying and administering virtual machines and images.

•Configured and managed the virtual guests.

•Troubleshot and resolved VDI issues.

•Performed daily VDI administration, maintenance and upgrades including service packs, patches, hot fixes and security configurations.

•PDQ Inventory /Deploy

•Monitored performance and ensure system availability and reliability.

•Provided hardware, printing, OS, and networking support for 400+ computers and users across 26 remote locations.

•Installed/setup computers, tablet, and phones for end users.

•Mentored Interns on Level 1-2 Helpdesk issues

Tecta America Inc. August 2016 to February 2020

Helpdesk Engineer

•Provided hardware, printing, OS, and networking support for 1000+ computers and users across 72 remote locations.

•Deployed and maintained Windows 7, 10 and Server 2008 and 2012 hybrid and thin images.

•Installed/setup computers, tablet, and phones for end users.

•Troubleshot issues with Outlook Exchange 2010, 2013, 365.

•Imaged computers using SCCM/PXE boot Experienced with VMware.

•Managed Microsoft Active Directory domain controllers across multiple companies and Data Centers.

•Removed malware/viruses.

•Followed up with customers to ensure issues have been resolved.

•Monitored 1000 Mobile devices including (iPhone, iPads, Android based tablet and phones).

•User and Device registration app distribution, policy and configuration management, With IBM Maas360, Samsung Knox, Microsoft Intune and Air Watch

•Conversion of new companies.

•Assisted in migrating new companies from local services to the Cloud.

•In charge of driving interaction with customers to maintain complete satisfaction during the pre-migration, migration and post-migration phases of transition to Office 365 with and white glove service that was needed.

•Exchange 2010 and 2013 on-premises server to Office 365 migration project.

•Mentored Interns on Level 1-2 Helpdesk issues

•Taking lead on multiple projects that would increase productivity.

Walsh Construction Company May 2011 to February 2016

Helpdesk Support Specialist

•Led a team of technical support specialists that provided hardware, printing, OS, and networking support for 2,400+ computers across 130 remote locations.

•Documented help desk ticket/resolutions and maintained hardware and software assets.

•Managed cell phone activation and deactivation, including smart phones and air cards (Sprint, Nextel, and Verizon providers).

•Deployed and maintained Windows 7, 10 and Server 2008 and 2012 hybrid and thin images.

•Launched the first phase of the managed desktop by providing over 500 printers as a service to 14 regional offices and 130+ remote locations.

•Created the documentation on the installations and troubleshooting Construction Company Software/Hardware (Autodesk, Acrobat, Bluebeam, Bentley, Photo illustrator etc.).

•Worked with Network/Server Team to resolve wide range of network issues and setting switches and routers and video conferencing.

•Mentored intern staff on how to prioritize tasks, and focused on customer satisfaction techniques to increase team’s reputation in the organization.

Technical Summary

Business Skills: Process Improvement, Team Training, Team Leadership, Documentation. Experienced in diagnosing, troubleshooting and resolving client issues with Hardware/Software maintenance, installations and upgrades on-site or remotely

Server Skills: System Center Configuration Manager 2007 and 2012 (SCCM), Windows Server, Active Directory Domain Services (AD DS), PowerShell, Microsoft Exchange Server, Windows clients, Windows servers, Active Directory, Azure Active Directory, and Mobile device technologies

Lotus Notes 9, 11

Software: XP, 2000, Vista, 7, 8, 10 and 11 Microsoft Office 2010, 2013, Office 365, Visio, MDM Systems Maas 360, MS Intune, and Air Watch, Utilize System Center Configuration Manager 2012 to run reports, push software packages, & image computers Installed software applications manually and through SCCM on desktops, laptops and tablets, Administrate Active Directory Users & Computers

Education and Certification

Bachelor Degree in Network and Communications Management

DeVry University, Chicago IL

Associates in Computer Science

Triton College, River Grove, IL

A+, Net+, MCP Certification, Computer Science Institute, Skokie IL

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