Desktop Support Network Engineer

Richard Manel

Desktop Support II

IT Specialist

Network Engineer

Silver Spring MD 20906

Tel : 240-***-****

*********@*****.***

SKILLS / TOOLS

Hardware and Software

repair

Networking: VLANs,

port security

Office 365 Support

Active directory Users

and Computers

POS System

VoIP phone

Virtualization

VPN : Cisco

Okta Admin

Citrix

CONFLUENCE

TCP/IP, DNS, DHCP,

HTTP/HTTPS

Routing & Switching

SUMMARY

Highly skilled IT professional with extensive experience in Networking, Security and desktop support, blending technical expertise with a commitment to delivering exceptional solutions. Proficient in designing, deploying, and managing Network infrastructures across Configuring, installing, and troubleshooting Internet, switches, routers, computers, POS, phone system, access point, cameras and securing interfaces. In desktop support, demonstrated ability to troubleshoot and resolve complex hardware, software, and network issues across Windows, mac OS, and Linux environments while maintaining high user satisfaction. Skilled in managing Active Directory, deploying endpoint security measures, and providing technical training to non-technical staff. Known for enhancing user experiences by automating repetitive support tasks, streamlining workflows, and reducing downtime.

Collaborative and solution-oriented, with a focus on bridging gaps between development teams Linux, and end-users. Excels in managing diverse technical challenges, integrating cloud technologies

Windows 7/8/11 Android. with on-premises systems, and driving continuous improvement in IT service delivery. iOS, Chrome OS

EMPLOYMENT HISTORY

Desktop Support Tier II & Network Engineer at LD Global Services Network

August 2016 — December 2024

•VoIP System Setup and Configuration: Proficient in deploying and managing VoIP platforms such as Cisco Call Manager, Asterisk, Avaya, or FreePBX.

•Softphones and IP Phones: Configuring devices such as Yealink, Polycom, and Cisco phones, as well as software solutions like Zoiper or Bria.

•Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution

· Install diagnosed maintained and upgraded all equipment and hardware while ensuring optimal workstation performance.

. Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.

. Identified and solved technical issues using variety of diagnostic tools and tactics

. Provide technical support for laptops, printers, scanners, and other approved peripherals.

· Developed and updated a procedural rollout for manual installation of operating systems for all company PCs.

. Provide technical assistance to call center agents and staff, resolving hardware, software, and network issues.

. Assist in maintaining hardware and software inventory.

. Design, implement and maintain site backup strategies using Veeam.

. Document IT processes and procedures for future reference and training purposes

. Laptop/Desktop imaging and set up of machines for end users.

. Assists with handling and installation of data center hardware (network, server, and storage).

. Monitor and maintain network infrastructure, including switches, routers, and firewalls

. Perform network troubleshooting to isolate and diagnose common network problems TICKETING

SYSTEMS

Jira

ServiceNow

Zendesk

REMOTE DESKTOP

JAMF remote assist

Remote desktop

ManageEngine

TeamViewer Anydesk

Quick assist

INTERPERSONAL

SKILLS

Analytical Skills

Communication Skills

Critical Thinking

Detail-oriented

Multitasking

Collaboration &

Teamwork

Time Management

Communication &

Negotiation

Customer Service Portal

and solution-oriented.

. Managed VPN installation and provided end-user with assistance using remote desktop technologies.

. Diagnose and resolve common VPN connectivity issues

. Create and manage user accounts, including setting up profiles, assigning roles, and configuring permissions.

. Resetting passwords, unlocking accounts, and configuring password policies.

· Add, remove, or update user account information.

. Resolve assigned help desk tickets in a timely manner

. Proficient in troubleshooting, ticket management, and remote desktop solutions

. Respond to and resolve IT support tickets submitted by end-users

. Open tickets and maintained documentation to track tickets through resolution.

. Created Knowledge articles to document the steps in creating the catalog items.

. Efficiently logging incidents with accurate categorization and prioritization.

. Use knowledge bases and troubleshooting techniques to resolve incidents promptly.

. Creating, modifying, and deleting user accounts in the Office 365 Admin Center.

. Assigning and managing licenses for various Office 365 applications.

. Handling password resets and account recovery processes.

. Configuring and troubleshooting Outlook email client issues.

. Troubleshooting Teams meetings, calls, and chat issues.

. Assisting users with Teams features such as file sharing, collaboration, and integrations with other Office 365 apps.

. Design, configure, and maintain scalable LAN, WAN, and wireless networks for a large enterprise environment.

. Manage network devices, including routers, switches, and firewalls from vendors like Cisco, Juniper, and Fortinet.

. Develop and document network topology and procedures to enhance network operations.

. Provide technical support and training to junior engineers and end users. IT Technician on FIELD NATION (Freelance)

DECEMBER 2016— PRESENT

Security Guardian,

Rapdi7, Tenable Nessus,

Qualys, Terraform, Palo

Alto Prisma, Palo Alto

VM1 and VM1 Series

Firewall.

LANGUAGES

French

English

. Provided on-site troubleshooting and technical support for clients, resolving hardware and software issues efficiently.

. Installed, configured, and maintained local area networks (LAN), wide area networks (WAN), and other network equipment, ensuring optimal performance and security.

. Conducted regular maintenance, system updates, and upgrades for clients, minimizing downtime and enhancing system performance.

. Engaged with clients to understand their specific IT needs, providing tailored solutions and ensuring high levels of customer satisfaction.

. Maintained detailed records of all services provided, including issue resolution steps, equipment installed, and client feedback, ensuring transparency and accountability.

. Installed and configured computer systems, software applications, and peripheral devices at various client locations.

. Performed diagnostic tests and troubleshooting to identify and resolve system issues, ensuring minimal impact on client operations.

. Installed and configured computer systems, software applications, and peripheral devices at various client locations.

. Performed diagnostic tests and troubleshooting to identify and resolve system issues, ensuring minimal impact on client operations.

. Installed and configured POS systems, including terminals, printers, barcode scanners, and card readers, ensuring seamless integration with existing systems.

. Diagnosed and repaired hardware and software issues in POS systems, minimizing downtime and ensuring continuous operation for retail and hospitality clients.

. Installed and configured VoIP phone systems, including IP phones, PBX systems, and related networking equipment, ensuring seamless integration with existing IT infrastructure.

. Managed cabling for data center equipment, ensuring organized and efficient cable layouts to support easy maintenance and future upgrades.

. Installed and configured physical and virtual servers, including operating systems, applications, and services, ensuring seamless integration with existing IT infrastructure. EDUCATION & CERTIFICATION

• High School Diploma: Saint Michel, Dakar, Senegal.

• Bachelor of Science: Computer Science and Information Technology, College Saint Michel, Dakar, Senegal.

• Master of Science: Network Computing Systems, College Saint Michel, Dakar Senegal.

• Network+

• Security+

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