Desktop Support Manager
Resume:
Robert Reyes
PROFESSIONAL SUMMARY
Passionate Desktop Support Technician with over 2 years of experience securing and preventing system malfunctions to alleviate downtime. Skillful in providing both on-site and remote support. Excels at quickly identifying hardware or software flaws for remediation through swift and optimal means. Open-minded and constantly learning to perfect skills and grow within the field.
EMPLOYMENT HISTORY
Desktop Support Technician at Elma Electronics, Fremont
October 2018 - Present
●Manage end-user accounts, software licensing, and permissions, using Active Directory, Office 365 and Exchange Server, and overseeing correct provisioning of access rights in accordance with security best practices and company group policies.
●Process over 50 L1and L2 support requests weekly for technical assistance on a wide range of issues related to software, hardware, networking, mobile devices, and VOIP phones in person and remotely
●Support over 300 end-users within the U.S and Globally
●Set up workstations for end-users by providing and configuring all hardware and software that was needed
●Authored documentation for affective resolution techniques to implement process driven solutions in order to mitigate downtime
●Configured and managed all VPN accounts for end-users using FortiClient and DUO mobile
●In charge of setting up and troubleshooting license servers for all PTC, CAD, and CAM software within the company using vSphere
●Upload new software, rolled out updates and applied patches to all U.S servers and client machines upon release to prevent security threats from penetrating networks using cloud management suite
●Removed malware, ransomware, and other threats from laptops and desktop systems manually or remotely using Sophos
●Familiar with the in’s and out of desktop hardware such as RAM, GPU’s, CPU’s, Motherboards, etc.
●Managed all Windows 7 to Windows 10 upgrades for over 400 devices, determining if hardware upgrades where needed and made an action plan to ensure all systems met company security policies using Smart Deploy and Syxsense
●Managed and assigned inventory asset numbers for all hardware within the U.S through ServiceNow
●Migrated all U.S outlook archive PST files from local servers to Office 365 Cloud database using Azure CLI
●Researched, implemented, and managed new encryption system for all laptops in the company globally
●Deployed over 400 devices across multiple facilities, connecting all hardware to central cloud management suite for multi-site interconnectivity.
●Identified negative hardware performance trends and common issues afflicting systems and implemented action plans to solve problems.
●Help streamline repair processes and update procedures using ServiceNow for support action consistency.
●Patch software and installed new versions to eliminate security problems and protect company data using cloud management.
●Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
●Worked together with the Global team to analyze and solve company problems and push new innovating projects
●Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed for end-users
●Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
●Explained technical information in clear terms to non-technical individuals to ensure better understanding for end-users.
●Collaborated with vendors to locate replacement components and resolve advanced problems with software and hardware.
●Helped company Network Engineer with moving servers offsite to a data center for security purposes. Racked and mounted servers, firewalls, and UPS’s
Material Coordinator at Elma Electronics, Fremont
September 2016 - October 2018
●Used hand-held scanners and physical logs to accurately track item movements.
●Prepared pallets of boxes for easy transportation between customer and storage locations.
●Coordinated daily work strategies, following oral and written instructions to properly move and ship products.
●Kept storage areas organized, clean, and secure to fully protect company assets.
●Prevented load shifting or damage by using bracing and strapping techniques.
●Informed purchasing team of missing or damaged items immediately when unloading and receiving.
●Transported inventory items to appropriate locations.
●Maintained inventory of shipping materials and supplies through ERP system
●Received and unpacked shipments and new equipment as directed.
●Attached identifying tags to containers to mark with identifying shipping information.
●Demonstrated and applied product knowledge of all company items.
●Installed protective devices on or around products to prevent damage during transport.
●Loaded, unloaded, and sorted cargo as part of accurate and efficient shipments.
●Quickly answered all job-related inquiries from the supervisor and delivered updates on anticipated task completion times.
●Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
●Packed items into appropriate containers for shipment.
●Fastened documentation, including receipts, packing slips, and bill of lading, to shipments leaving the facility.
DETAILS
A: Fremont, CA 94538
P: 510-***-****
E: *************@*****.***
SKILLS
New System Deployment
Active Directory
Windows Server
Windows 10
MAC / IOS
VOIP
Sophos
Data Transfer Best Practices
End-User Account Management
Ticketing System Oversight
ServiceNow
Support Documentation Creation
Network Troubleshooting
Technical issues analysis
Customer service expert
MS Office
Office 365
Azure Cloud Computing
PowerShell
Command Line
Python
SQL
VMWare vSphere
Data recovery
GoToAssist
Software diagnosis
Application support
Technical documents comprehension
Team management
SKILLS cont.
VPN management
Desktop Hardware
DHCP
DNS
Process improvement
Process Driven
Problem Resolution
Excellent Communication
Team player
Organized
Amazing Self Starter
Operational improvement
Bilingual – Spanish
Staff education and training
EDUCATION
Irvington High School
Fremont CA – 06/2014
High School Diploma
REFRENCES
Marcus Muddell
IT Manager – Elma Elec.
Raj Saxena
Manager - MTI Group
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