Technical Support Service Desk

Provided technical support to development team members and

application users in person or by telephone

Consulted with technical support, network administration, and database administration areas to ensure coherent total design of the system and to resolve any technology issues

Provided system support during deployment of new hardware and software to the Network Engineering Team

Supported over 1,100 users to resolve wired, wireless, VPN, and network authentification issues

Collaborated with other network operation center teams to identify and resolve wide area network, firewall, security, and DDI issues effecting the local area network

H A R D S K I L L S

Proficient in Active Directory

Endpoint and SCCM

Bitlocker

Remote Desktop Protocol

Local and global service desk

support

ACD/PBX management

PXE Boot Imaging

Software installation and

configuration

AutoDesk, Service-Now, and

Helpdesk experience

Cloud management including

Symnatec,

Backup and recovery

Database auditing

P R O F E S S I O N A L E X P E R I E N C E

IT Production System Support

YANFENG INTERIORS 2016-2023

W I L F E R D B R O C K

I T E N G I N E E R

Managed updates and communications between the third party security vendors and the IT department

Allocated monthly departmental expenditures between equipment and software purchases on a month to month basis

Reviewed all departmental expenditures, prepared, and monitored budgets

Oversaw all upgrades and installs of new equipment and software Executed daily server maintenance and provided 24/7 support to over 1,000 PC desktops and workstations

System Engineer, Supervisor

MCI WORLDCOM 1986 - 2006

Managed a team of 7 service desk associates, including 1 supervisor Distributed and monitored customer incidents and tasks to associates Provided first level troubleshooting for remote access tools, hardwares and softwares, and general connectivity issues for over 50 companies

Triaged and resolved large scale outage issues by implementing first and second level support

Assisted management with monitoring technical and daily operations to track and improve efficiencies and minimize risks Service Desk Engineer

CRITIGEN 2007 - 2016

864-***-****

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

C O N T A C T

linkedin.com/in/wilferdbrock

S O F T S K I L L S

Conflict resolution

Time management

Creative problem solving

Teamwork

Organization

Adaptability

Communicative

Self-starter

Innovative

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