Desktop Support Engineer
Resume:
***********@*****.***
CLIFFORD C. NAJERA
PROFESSIONAL
SUMMARY
Skilled Technologist with experience configuring computers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. SKILLS & ABILITIES Technical issues analysis
Troubleshooting Technical Issues
Hardware and Software Installation
Application support
Desktop support
Software Diagnosis
Hardware Upgrades
Windows 10
Service Now/SNOW
Active Directory
O365
PROFESSIONAL
EXPERIENCE
TECHNICAL SOLUTIONS SPECIALIST L2, ATOS INFORMATION TECHNOLOGY June2015 – Sept2020
Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Diagnosed and resolved user system functionality issues to enable completion of desired operations.
Engaged in user support interactions via telephone, chat and email platforms.
Addressed end-users/employee concerns and decided when to escalate problems to specialist team members.
Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
Resolved common user concerns by utilizing preset issue resolution scripts. Page 2 Clifford C. Najera
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
ONSITE SUPPORT FOR GLOBE TELECOMS AND SUNLIFE FINANCIAL, ZENSHIN SYSTEMS
Dec2012 – Feb2015
Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Removed malware, ransomware and other threats from laptops and desktop systems.
Patched software and installed new versions to eliminate security problems and protect data.
Configured hardware, devices and software to set up work stations for employees.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Performed tests of functionality, security and performance of different workstations and devices.
Trained and supported end-users with software, hardware and network standards and use processes.
Built and provided basic end-user troubleshooting and desktop support on Windows,
Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
SERVICE ENGINEER, COLUMBIA TECHNOLOGIES INC.
Dec2011 – June2012
Installed, configured and tested equipment on specialized platforms.
Assigned by the company to visit places in the Metro Manila and nearby provinces in Luzon for the installation of Promethean Board, LCD projector, LCD monitors and CPU on approved assigned classroom of beneficiary public school of DEPED.
Conducting hands-on training for public elementary school teachers on how to use or operate the E-classroom facility that launched by DepEd as part of their K+12 project in the Philippines.
Also providing basic PC troubleshooting, Hardware and Software installation.
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EDUCATION AMA COMPUTER LEARNING CENTER —CAINTA CAMPUS —COMPUTER SYSTEM AND NETWORK TECHNOLOGY, MAY 2003
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