Jean-Pierre Broyld, Desktop Support Engineer

585-***-****, aduvle@r.postjobfree.com

PROFILE Jean-Pierre is an ambitious Desktop Engineer with exceptional insight and knowledge of hardware support and technical support. Aptitude for learning. Polished in making customization to hardware, utilization of Active Directory and SCCM. Able to effectively self-manage during independent projects, as well as collaborate in a team setting. EMPLOYMENT HISTORY

Oct 2021 — Present Desktop Provisioning Specialist, Cynet Systems: Client - L3Harris Technologies

Rochester, NY

• Responsible for the installation, repair, configuration, and preventative maintenance of end user computing devices

• Maintains asset management control measures to replenish hardware and peripherals for New Hires, Interns and PC refresh project

• Performs technical support in person or via remote management tools to troubleshoot software and hardware issues

• Works under minimal direct supervision, while maintain four Rochester sites Oct 2020 — Oct 2021 Application Support Specialist II, Calero MDSL Rochester, NY

• Delivered local and remote Tier 1 and 2 support for hardware and software to personnel. Consulted via telephone, email and chat to understand user problems, run through testing scripts and ask probing questions to locate root causes

• Troubleshot daily IT desktop client issues, supporting multiple departments and various offices

• Oversaw daily performance of hardware and application use and maintenance

• Performed technical support operation for the VeraSmart application Jun 2019 — Oct 2020 Desktop Engineer, Caldwell Manufacturing Spencerport, NY

• Troubleshot daily IT desktop client issues, supporting multiple departments and various sites throughout the United States, Mexico and United Kingdom

• Set up new desktop systems including all hardware, software and peripheral devices, for incoming employees

• Administered new accounts, rights and permissions for servers via Active Directory

• Implemented inventory control measures to replenish and maintain IT equipment, supplies, tools, and replacement parts

• Increased number of resolved job tickets by 97% over previous year

• Leveraged ticket tracking system to prioritize, track and document problem resolutions and notify customers of issue status

Nov 2017 — Jul 2019 Desktop Support Specialist, Special Counsel - D4 Discovery Rochester, NY

• Troubleshot daily IT desktop client issues, supporting multiple departments and various offices

• Assisted in on boarding processes. Created new accounts, reset passwords using Active Directory. Reviewed current hardware and software and recommended modifications to increase system speed

• Provided remote technical support after project implementation and recommended product changes and upgrades to product managers

• Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources

• Created support documentation within JIRA that empowered user community to extend skills, leverage system features and find resolutions to questions without intervention from support team Jul 2016 — Mar 2017 Network Solution Support Specialist, (ShortTel) Mitel Inc Rochester, NY

• Assisted in design and implementation of VoIP call flow system for mid-large size private and public companies

• Configured ShoreTel and Cisco hardware to company specification in ShoreTel Cloud system

• Provided technical support for end-user and IT professionals with installation of Web API, Exchange Email server, and Active Directory

• Assisted clients in activation of new user accounts, password reset/ unlocks. Enabling of end-user permissions in ShoreTel Legacy and Cloud systems

• Conducted diagnostics and updates to ShoreTel and Cisco hardware, software and network equipment Sep 2014 — Jul 2016 Technical Expert / Genius, Apple Inc. Victor, NY

• Performed basic to intermediate troubleshooting procedures on iOS devices and MAC OS Computers at Genius Bar

• Facilitated training of Mac and iOS for end-users and business professionals

• Installed software such as Office for Mac, Adobe Photoshop, HP Wireless Printer drivers, as member of setup team

• Handled high volume of customers appointments while maintaining 93% customer satisfaction score

• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support

EDUCATION

Jan 2013 — Jul 2014 Associate of Arts: Film Studies, Norco College Norco, CA Sep 2009 — Jun 2011 Communication Studies, Monroe Community College Rochester, NY SKILLS Active Directory

Microsoft Office Suite

Adaptability

Fast Learner

Ability to Multitask

Critical thinking and problem

solving

CERTIFICATIONS

Jan 2018 ITIL Foundation, AXELOS

Aug 2016 ShoreTel Certified Support Engineer (SCSE) Oct 2016 ShoreTel Certified Enterprise Implementation Specialist Feb 2016 Apple Certified MAC Technician

Nov 2015 Apple Certified iOS Technician, Apple Inc.

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