Help Desk Engineer

DORINDA JACKSON

*********@*****.*** 914-***-**** https://www.linkedin.com/in/dorinda-jackson/ 1409 E 233 St, Bronx, NY, 10466

PROFILE

Client-driven Desktop Technician with managed service provider experience, exposure to help desk systems and experience performing onsite training. Proficient at multitasking to achieve individual and team goals. Knowledgeable of Intune, Azure Multi Factor Authentication, and Office 365 and able to configure mobile devices for those platforms as well.

EXPERIENCE

July 2020-Sept 2020

IT Help Desk Engineer, Tabush Group

Receive requests and enter information into Autotask Ticketing System.

Assign, reassign and escalate tickets accordingly.

Answer calls using 3CX phone system

Monitor help desk inbox, SLAs, open tickets, and deadlines.

Resolve issues regarding password resets, office 365, and other software.

Remote into customer PCs with Kaseya.

Utilize ITGlue knowledge base to assist with troubleshooting and researching issues.

Feb 2018-May 2019

Service Engineering & Delivery Technician, Alphaserve Technologies

Updated and created documentation for users regarding Azure MFA and Intune device enrollment for ios and android.

Provided firsthand IT assistance in IT office relocation moves such as breaking down PCs and setting them back up at the new site.

Handle Office 365 tasks such as installation, licensing users and password resets.

Racked and stacked systems, network and unified communication hardware.

Created rack diagrams in Visio.

Created and maintained virtual machines.

Deployed Lenovo laptops for users.

Aug 2017-Feb 2018

Professional Services Intern, Alphaserve Technologies

Assisted engineers onsite with unified communications, network, and systems related work.

Assist engineers with IT office relocation moves.

Sept 2016- IT Help Desk Intern, Anti-Defamation League

Dec 2016

Assisted IT Team with ticket creation in Solarwinds Help Desk.

Answered phones and spoke with vendors.

Perform printer troubleshooting.

Perform factory resets on ipads.

Assisted in troubleshooting Outlook issues.

EDUCATION

New York Institute of Technology

May 2016: Bachelor of Science in Information Technology

Received Microsoft Technology Associate: Cloud Fundamentals certificate in July 2018.

SKILLS

Active Directory: Password resets, account creation, OUs, distribution groups.

Microsoft & Google: Microsoft, Office Suite, Intune, Azure, Office 365, Windows 7, Windows 8, Windows 10, Microsoft Server 2012, Microsoft Server 2016, Visio, Google Apps.

Remote & Virtualization Tools: Kaseya, VMware Horizon, VMware Workstation, PuTTY.

Ticketing Systems: ServiceNow, Autotask, SolarWinds Help Desk.

Other Tools & Software: Zoom, ITGlue, 3CX.

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