Sydell Mejia

adg4jb@r.postjobfree.com 973-***-**** https://www.linkedin.com/in/sydellmejia/

•Experienced Technical Support Engineer with years of experience in working with computers and resolving any support issues. Expertise to configure and maintain the computer-based information systems. In-depth knowledge and understanding of numerous software and operating systems. Ability to multi-task under pressure. Excellent communicator and ability to relate well with people at all levels. Flexibility of working well as part of a team and independently.

Education

Rutgers University and New Jersey Institute of Technology- Newark, NJ

B.A. in Information Systems

Technology Summary

Systems: Windows 7/10, Mac OSX, iPhone and Android mobile device

Languages: CSS, HTML, SQL, JavaScript

Software: Microsoft office, Microsoft Exchange, Adobe Suite, JAMF, Active Directory, Desktop Ticketing Systems

Certifications

Certified Casper Administrator

Certified Casper Technician

Employment

RMS; Hoboken, NJ

Tech Support Engineer; February 2019-Present

Support email using Microsoft Outlook client connecting to Exchange Office 365.

Respond to user’s requests for account creation and provide support regarding access requests to network resources, troubleshoot users’ issues relating to any setups within active directory.

Careful and creative in problem solving and troubleshooting hardware, software, connectivity, access and network issues.

Required to support IT initiatives, lead projects that help accomplish initiatives from planning, testing and implementation that support each initiative.

Documentation responsibilities in building IT knowledge base that help in overall team efficiency.

Hands on experience using MAC, Windows and VMWare products.

Hands on systems administration experience with Active Directory Administration.

C-Level Support

Experience in using a ticketing system for tasks management and team collaboration through resolution.

Video conferencing support (Zoom)

Varonis; Manhattan, NYC

Tech Support Engineer; July 2018-February 2019

Oversees that master image deployed from Deploy Studio or HW vendor is up to date and tested.

Collaborates and supports other technical support analysts in proper documentation and using support tools optimally and efficiently.

Provides project support to IT initiatives as needed and requested.

Assist the IT Director with all core infrastructure servers that provide DHCP, DNS, directory services, file services, and print services, anti-virus, backup services to all sites.

Respond to corporate end-user calls, emails and help desk trouble tickets for technical support with company-issued personal computers, laptops, Macs, Pads, VoIP phones, and other corporate conferencing systems.

Prioritize customer requests for support based on urgency and impact of need.

Provide prompt, efficient, and accurate technical support to all customers via phone, email, desk side and remote.

Support desktop operating systems, hardware and software with focus on MAC OS.

Setup and troubleshoot supported computer platforms, software applications, perform basic diagnostics and troubleshooting including but not limited to; connectivity, printing, scanning and network share access issues.

Support email using Microsoft Outlook client connecting to Exchange Office 365.

Respond to user’s requests for account creation and provide support regarding access requests to network resources, troubleshoot users’ issues relating to any setups within active directory.

Careful and creative in problem solving and troubleshooting hardware, software, connectivity, access and network issues.

Required to support IT initiatives, lead projects that help accomplish initiatives from planning, testing and implementation that support each initiative.

Documentation responsibilities in building IT knowledge base that help in overall team efficiency.

Hands on experience using MAC, Windows and VMWare products.

Hands on systems administration experience with Active Directory Administration.

White glove Support

Experience in using a ticketing system(ServiceNow) for tasks management and team collaboration through resolution.

WebMD; Manhattan, NYC

Sr. Tech Support Engineer; May 2016-July 2018

• Respond to routine support issues/requests in person, over the phone, and via Zendesk and JIRA ticket system.

• Provide L1, L2 & L3 hardware and software support for end users in person or remotely.

• Participate in on-call support rotation as required.

• Enforce and deploy Corporate Technology standards, policies and procedures.

• Train end users on the operation of all standard corporate hardware and software systems.

• Implemented and configured of k-net printer management system to manage WebMD printers

• Assist with the deployment transition of windows 7 to windows 10.

• Implement standards and procedures to quickly and efficiently provide problem determination and

resolution.

• Perform direct hands-on problem resolution and escalation management for end-user troubles, application

service interruptions, and other business-impacting issues.

• Maintained Zendesk support ticketing system and integrated knowledgebase.

• Active Directory and Microsoft exchange

DDB; Manhattan, NYC

IT Support Specialist; April 2015-May 2016

• Take ownership of assigned issues and drive them to resolution with a focus on

excellent customer service

• Log and track all user issues in SysAid ticketing system

• Communicate effectively with users, colleagues and escalation points

• Mac and PC hardware imaging, software installation and configuration, deployment and repair

• Active Directory administration

• Distributing Email licenses in Microsoft Exchange

• IT asset tracking & management

• Create and maintain technical documentation for internal and user-facing

Processes

Columbia University; Harlem, NY

Client Support contract; December 2014-April 2015

•Provide email support for Columbia’s new email system powered by google

•Maintain the University website using Drupal and HTML

•Provide 1st level technical support for help-desk related issues

•Administer and troubleshoot network printer/copiers, and personal wireless routers throughout the campus

•Maintain and manage software license distribution, Columbia website and email access

Roka Bioscience; Warren, NJ

Help Desk contract; June 2014-December 2014

•Diagnose and resolve hardware/software problems and analyze Windows 7 desktop system performance

•Configure and deploy Laptop and Desktop hardware for upgrades and new users

•Provide 1st level technical support for help-desk related issues

•Administer and troubleshoot network printer/copiers

•Maintain and manage file share access with Roka Bioscience organization

•Maintain and create user accounts in Active Directory

•Administer corporate phone system

•Conduct end-user training classes on Corporate IT systems

•Write and maintained technical documentation.

•Maintain corporate asset tagging, and inventory control for IT equipment

•Write status and progress reports to be reviewed by direct supervisor

•Assist in support of Microsoft Exchange email environment

Grey Global; Midtown Manhattan, NYC

Help Desk Intern; October 2012- January 2014

•Provide desktop support for over 200 clients by phone or in person as needed.

•Installed MAC OS and other applications using Casper Suite

•Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.

•Performed set-up, break-down, and transport of agency equipment on an as-needed basis.

•Created, maintained and updated user accounts in Active Directory

•troubleshoot network printer/copiers

•backed up and troubleshoot Microsoft outlook email

Contact this candidate