Desktop Support Engineer

SUMMARY

Accomplished Help Desk professional with over 9 years of information technology support experience and expertise in help desk support. Able to work quickly and patiently with end-users in remote and desk – side environments to resolve issues.

SKILLS

Windows

Linux

OS X

Windows Server

Active Directory

Office 365

Oracle VM Virtual Box

CISCO Routers & Switches

ServiceNow ticketing system

PROFESSIONAL EXPERIENCE

Help Desk Analyst, 101 Tech Services - New York, 01/2019 – Current

Daily End-user support for Microsoft Windows 10 and MacOS.

Create new Office 365 accounts and manage existing accounts.

Support clients remotely through Datto RMM.

Configure Cisco Routers and Switches.

Log all calls and emails into the Autotask ticketing system.

Provide excellent customer service, listening carefully to customer concerns and addressing issues until customer is satisfied.

Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.

Help Desk Engineer, Intesa SanPaolo Bank – Tirana, Albania 11/2015 – 12/2018

Provide Help Desk support to thousands of users country wide. Supported Microsoft Windows 7,10 and MacOS (El Capitan and Sierra)

Support end-user mobile devices (iOS and Android) including setting up E-mail Accounts and configuring business applications.

Experience with Windows Server 2016 and Exchange 2016.

Diagnose and resolve desktops and laptops moderate hardware issues

Install VPN client and train end-users as needed

Configured new employee work–stations, including all hardware, software and peripheral devices.

Provide technical support to remote personnel through DameWare software.

Manage desktop support ticket queue and respond to tickets in a timely manner.

Maintain the accuracy of IT inventory.

Help Desk Specialist, Albanian Armed Forces - Tirana, Albania 01/2011 - 10/2015

Provided support to 700+ users country wide, earning a solid reputation for productivity, complex problem resolution and professionalism.

Administrate users with Windows Server 2012/2016 Active Directory (setup and maintaining existing accounts)

Create and implement Group Policy Object (GPO) in Windows Server 2016.

Create user mailbox in Exchange 2013/2016

Handle incoming requests to IT department via phone, email, chat & walk-in.

Log all calls, emails and walk-ins into the ServiceNow ticketing system and assign tickets to related IT groups for further support.

Configured new employee work–stations, including all hardware, software and peripheral devices.

Installed and configured printers and scanners, resetting default device passwords to prevent cyber-attacks.

Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.

EDUCATION

European University of Tirana, Albania Nov 2010 – Jul 2012

M.S. Economy Informatics

Polytechnic University of Tirana, Albania Sep 2006 –Aug 2010

B.S. Electronic Engineering

“Skenderbej” Military Academy, Albania Sep 2006 – Aug 2010

“Terrorist Use of Cyberspace” Course, Ankara, Turkey 01 – 30 Nov 2016

Military Intelligence BOLC, Fort Huachuca, AZ Jan 2016 – May 2016

ORGES MYFTARI

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c: 914-***-****

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