Desktop Support Engineer
Resume:
Jose Gomez
***********@*****.***
Centennial, CO 80112
Objective: To contribute my technical (hardware, operating systems, software) skills and knowledge within an organization by supporting end user support requirements.
TECHNICAL QUALIFICATIONS:
Expert Hardware Engineer with over 18 years of experience in hardware and software technical support
Trained over 40 new employees to identify, analyze and repair products failures, order and replace parts as needed through hands on training and or through a conference video
Experience with configuring, imaging and supporting Operating Systems: Windows 7 and 10
Support software (i.e.: MS Office and Commercial Off The Shelf (COTS) software)
Support applications (i.e.: Oracle\Java, SQL, Access)
Assist in network and security configuration(s) to ensure proper system integrity
Adapts well to changing environments while taking initiative and follow-up on services and program escalations
Hardware Certifications include: Dell (Current to support laptops and desktops), IBM, Sony TV, Lexmark trained
TECHNOLOGY EXPERIENCE:
CH2M HILL – Now Jacobs Engineering 7/2013 - Present
IT Support & Operations Professional 3 Global Enterprise Services
Support in desktop support role including: imaging, repair, migrations of both old to new computers
Successfully completed a full company to company migration from one network to the other
Supporting executive level support globally on a daily basis
Networking role expanded to installing all switches, replacing all network cables, configuring stacks for each building
Travel as needed to support other locations
Recycling with companies such as Cloud Blue
Experience with Avaya console and punch down of phone cables.
My current role is to get the job completed correctly as quickly as possible with no delays or issues
Gates Rubber Company 4/2012 – 6/2013
Desktop/Helpdesk technician Level 1, 2 and Executive Level
Setup of laptop/desktop hardware and software
Configure BitLocker on hardware for Windows 7 OS and Windows 10
Work with end user in reference to: Refresh and Upgrade from XP to Windows 7 and data transferring
Active Directory (AD) user password resets
SCCM via Active Directory for deploying software and operating systems
Support VPN (Cisco\F5) end user related matters
Hands on repair of all hardware, printers, laptops, peripherals
Current Certifications for all Dell laptops and desktops
Asset management\inventory and recovery
Provide exceptional customer service, Tier I, II and Executive support
Familiar with Ticketing Systems (i.e.: Microsoft SCSM and Impact (IBM) ticketing system)
World Wide Tech 3/2000 to 3/2012
Field Engineer
Troubleshoot, install and repair all hardware components for Dell, IBM, Sony TV, Lexmark and other proprietary system.
Tested, analyzed, and installed network environment
Performed system tear down, removal, and properly recycled E-Waste
Provide on call technical support for all employees, during and after hours
Verified integrity of software, hardware, and network after installation
Implemented peripherals (i.e.: RAM, Monitor, biometrics, USB Keys, etc.) and modified systems as directed
Worked collaboratively with internal colleagues, as well as, external customers and vendors
Vendor management
Ensure on-site quality control
Document and maintain all field reports including incident reports, inspections, and service agreements
EDUCATION:
Westwood College of Technology, Denver, CO
Bachelors of Science in Computer Network Management 2003
Western Governors University expected graduation 2022
Graduate Degree Cyber Security
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