Technical Support Engineer and Desktop Support with over 10 years’ experience working with Windows OS and Active Directory.
Experience in performing installs, moves, and changes, joining domains, adding and setting up users to account.
Responsible for troubleshooting and resolving hardware, software and other network/system problems.
Provided both server and desktop support for Microsoft Office product (2003/2007/2010/2016/O365), Microsoft Window operating system (2000/ XP/Win7/10), hardware and software.
Knowledge of configuration of server install upgrades, backup/recovery and performance tuning PC’s.
Troubleshooting issues related network connectivity, AD: reset passwords, restore, lockout, RSA token setup and disable accounts. Responsible to monitor all WAN & LAN devices creating incidents and escalating immediate alerts to correct department. For as break /fix support for Desktops\24/7 on-call troubleshooting support. Installation of drivers for Ricoh, HP Laser Jet printers 1012 / 3550 and provided imaging for workstations and laptops.
Applications: Windows Microsoft Office Suite: Outlook, Word, Excel, And PowerPoint.
Network: VPN dial-up access Wireless Technologies, VoIP phone systems (Avaya), TCP/IP, WINS, DNS, Active Directory, VPN, Internet, TCP/IP, LAN, WAN, Novell.
Hardware: Basis understanding of Cisco Routers, Cisco router series 7600, 7200, 3825, 3200, 2900, 2811, Cisco switches catalyst 6500, 6503, 6509 series, Printers.
Ecap PC Consultants LLC
Worked on Win 7 refresh project upgrading to Win 10, laptop, desktop and tablet. Setup and Install user software and hardware. Setup VPN, IPad, IPhone and support for Smart hand RFI tools. Monitor and follow-up on all outstanding issues to ensure proper and efficient resolution and to update the clients as to the current status. Using Service Now tracking tool. Strong troubleshooting ability and decision making able to solve and demonstrate good customer service skills. Ability to work on and manage multiple projects and detail oriented.
December 2019 – April 2021
•I assist the staff with technical support for Desktop/Laptop and WorkStation reimaging and replace defective hardware and software applications related issues. Proven work experience as a Desktop Support Technician. Hands-on experience with Windows OS environments.
Excellent Problem-Solving Skills and Customer-oriented attitude. I address user tickets through Service Now regarding hardware and software issues. I help walk customers through installing applications and peripherals. I ask targeted questions to diagnose problems. Guide users with simple, step-by-step instructions. Also conduct remote troubleshooting. To test alternative pathways until issues is resolve. I help users customize desktop applications to meet the user needs.
Record technical issues and solutions in logs.
•Installed Windows operating system XP, Win 7, 8,10, testing computer systems peripherals within guidelines established environments. Performs routine check on computer equipment and software installed, configuration, setup and deployment & troubleshoots, maintains, and diagnose to resolves unique, non-recurring related problems.
Maintain multiples Windows systems and integrated software and hardware issues via the help desk system.
To record technical issues and solutions by logging
resolution incidents and service requests using ticketing system.
Remedy, peregrine and service now are a few.
Provided desk-side support for laptop and desktop computers
Installed Windows operating systems along with hardware.
Directed the testing and implementation project of LANDesk Management Suite (Intel's version of SMS), whose asset management component generated a software license report that substantially improved budgeting procedures.
Reduced the deployment time of a new computer by 50% by creating hard disk images containing a standardized list of application suites and security updates.
Worked with Senior Technician team with assisting and resolving issues involving UNIX, Mac, and Windows.
March 2019 – November 2019
As a technician I worked with company staff\VIP personnel. The operations aspects entail quick delivery of services to stabilize operations within the company with excellent customer service to the end user and business manager.
Provide department in a successful resolution of logging tickets in a high-volume call center. Provided first line support for customer inquiries, problem solving and requests from users.
Applied Knowledge-Centered Support methodology. Provided internal support.
Collaborated with other departments in a team-oriented environment.
Provide break fix and troubleshooting service for the end user. Responsible for all operating systems including PCs, workstation and laptop locally administered servers, printers, scanners.
Support for password reset, workstation moves, imaging/reimaging workstations and assisting users. Fix root causes problem incidents to assure no repeat incidents and lost work hours
Ecap Consultants Llc/ Ford Motor Co. Dearborn, MI
Dec 2012 to July 2018
Senior Technical Support Analyst
Roles & Responsibilities:
Assist end users in person and via phone, RSA token and remotely for the following technologies: Windows operating system XP, Win 7, 8,10 and support for (Laptops, Desktops & Thin Clients), Tablets & Smartphones (IOS & Android), Microsoft Office 2010,2013,2016, Outlook 2007, 2010. 2013,2016, Google Apps, basic network connectivity, etc.…
Diagnose and resolve technical hardware and software issues via the helpdesk system respond to, and drive resolution of incidents and service requests using available information resources.
Advise users on appropriate action and set expectations Log all called center ticket into the help desk interactions ticketing system remedy escalating situations that requiring urgent attention to different department in the IT center.
Document resolutions within help desk base on knowledge of Provision with the IT resources for new hires, including the setup and breakdown of workstations. Follow established IT policies and procedures,
Provision of desktop support in an enterprise environment, Building, configuring, upgrading and imaging desktops and laptops, supporting remote users, Knowledge of Microsoft Office products, working with call logging tools to track and maintain call status,
Troubleshooting and maintenance of desktops, laptops and printers, Operating Systems; Microsoft Windows 7, 8. 10. Installing and configuring software, Administration of Microsoft Active Directory accounts and groups, Good knowledge of relevant IT industry standards and trends, IT equipment moves and setup, Asset and license tracking,
Remote access / VPN, Client connectivity to domain services and print queues, E-mail and MS Exchange connectivity via Outlook client, Share Point, Anti-virus and other security applications, PDA/Blackberry implementation and administration·
Telecommunications/connectivity troubleshooting (server, LAN/WAN, WLAN and internet),
Experience in deploying/troubleshooting PC, laptop, monitors, printers, video conferencing and peripheral equipment, Moves/add/change, Voice over IP, Solid understanding of networking concepts and services such as DNS and DHCP in a TCP/IP environment.
Consumer Energy/ Jackson, MI
Apr 2012 to Dec 2012
IT Support Analyst
Roles & Responsibilities:
Experience with providing day to day operational support.
Role requires collaboration with and participate in the implementation of new systems, management of current systems and participate in various projects involving the enterprise environment training and troubleshooting experience.
Functional understanding of 802.11 wireless VOIP protocols wireless mobility.
ITSM Remedy system, HP Open View, log tickets for all the onsite clients and offsite support, communicate effectively and knowledgeable monitoring issues, tracking system and responding to requests for network support.
Able to collaborate with internal and external groups both with regard to managing file folder and printers/ servers, including security, performance, and other configuration changes.
Working with remote management tools to navigate within the ITSM, able to used remote tools such as Citrix, RDS or VNC, Microsoft Direct Access, VPN, and FTP processes.
Document tickets resources update basic ticketing information and close out the tickets or re-route to another department.
PNC Whitehall Center, Columbus, OH
Aug 2011 to Mar 2012
Technical Support Analyst
Roles & Responsibilities:
Experience planning desktop migrations, experience with Office 2010 and deployment method, familiar with enterprise management systems for software provisioning, patch provisioning, and system management Active Directory Group Policy, the development of staging pcs for imaging, testing, and maintenance of Windows 7 image build for Workstation identification.
Managed file transmission engineer experience in testing and implementing managed file transfer solutions. Basic working knowledge of main frame: AS/400 experience in the following protocols: AS2 /SSH/ SSL/ Connect: Direct Data express systems.
Perform routine daily, weekly, and monthly system manager tasks, maintain very high systems availability while minimizing repetitive maintenance tasks through secondary automation. Perform system recoveries, upgrades, and vendor patches as needed.
Ensure proper system administration documentation is up-to-date with Windows operating system; install/uninstalling applications and the various components. Using Lotus Notes as the email account 8.5