Support Engineer Desktop
Resume:
Eric C. Sconiers
E-mail: **************@*****.***
OBJECTIVE
US Air Force veteran with over 27 years of experience in various IT competencies. I have gleaned practical knowledge in various aspects of IT to include Networking, Desktop Support, Virtual Machine environment, Cloud support, PC Deployment, installations and System Administration. With this background I am seeking an opportunity that challenges and enhances these skills while fostering growth in new areas in security, networking, and cloud infrastructure. PROFESSIONAL EXPERIENCE
Microspace Communications Inc. 2021 – Present
Satellite Systems Administrator/Network Engineer responsible for supporting business services from the network infrastructure level to application stack. Administrating, maintaining local VM systems. Track security risks and implementing best practices. Working with other team members to troubleshoot and provide solutions for various services to include Streaming audio and video, Digital radio broadcasts, and North Carolina Lottery. RapidScale 2020 – 2021
Cloud Support Engineer II responsible for maintaining multiple customer environments. Effectively engage resources inside and outside of the team to troubleshoot and resolve issues for customers. Crisis Management- Identifying any high priority issues and escalate to next level. Update and manage ticket backlog based on internal policies. Account creation\Account Termination for various external customers according to procedures. Citrix and VMware management. American Kennel Club 2017- 2020
Senior Computer Support Engineer responsible for actively participates in handling customer incident reports and service requests from all locations and delivers or coordinates responses with other AKC subject matter experts or third-party providers as appropriate. Provides tier 3 desktop services to end users in the NY and NC office in such cases where a deskside visit is warranted. Support Virtual Desktops using LG Zero Clients, Profile Unity, Teradici, and Unidesk. Also designs and administers desktop management solutions, including imaging, patch management, client security controls, and software distribution technologies Cree Inc 2015-2017
Help Desk Coordinator III responsible for providing remote and/or desk side assistance as needed to provide quick resolutions to hardware, software, OS, telecom, and network related issues via using Service Now Ticketing system. Provided Active Directory support, RSA Token support, Cisco IP Phone system support along with network laser printer/copier support and repair. iPhone and Android mobile device support using AirWatch Agent, Touchdown, and Cloudpath support for mobile devices. Biologics Inc. 2014-2015
IT Support Specialist Resolved all customer issues via Spiceworks Ticketing system, Emails, Phone calls, or direct contact. Support ShoreTel VOIP Phone system to include configuration and provide monthly training sessions for users, ShoreTel Communicator and ShoreTel Director administration. Win7 & 8. Performed Software Process validation for CPR+ software application. Business Continuity Trainer. MS Outlook with MS Office 2013 software. Supported users using SQL Server 2012 performing deletions for company reps. Created Change Management control processes for Strategic Informatics Group. I documented the current network infrastructure and performed as liaison between Biologics and Novartis for upcoming projects. I Provided and created a Work from Home (WFH) training process for users in the event of inclement weather and disaster. GTE/Verizon Communications/Frontier Communications: 1997-2014 Unified Communications Security Analyst, Blackberry Administrator, Active Directory, DNS, Lotus Notes Administrator. Responsible for providing support for internal customer base of over 14000 users. Troubleshooting email transmission related issues along with various other customer issues not limited to messaging., monitoring Iron Mail Servers, Server 2003& 2008, CA Message manager, Cisco Telepresence setup, PC deployment, networked Laser printers and provided printer maintenance for call centers within the RTP footprint. ACD Rockwell phone system install and configuration. DNS update requests, Active Directory account creation. Monitored and resolved all customer issues via HEAT/Remedy Ticketing systems, Email, instant message, phone calls, or direct contact.
E D U C A T I 0 N
MyComputerCareer.edu
Associates of Applied Science Network Administration and Cyber Security CompTIA Security+ Certification
US AIR FORCE: 1990-1997
Secure Communications Systems Specialist, Small Computer Maintenance Supervisor/Technician. Pope AF Base Information/Network Security Manager. Electronic Computer equipment installer/support technician. Honorably Discharged. S K I LL S
• ITIL Certified
• Teradici PCoIP Management Console, Profile Unity, Uni-desk Management, Amazon WorkSpaces
• Office 365 Administrator, Windows7, 8, &10 OS
• Service Now, Remedy, Heat, & Spiceworks Ticket Systems
• Windows Server 2003, 2008, 2010& 2012. Active Directory, SQL Server2012
• ShoreTel Director/Communicator, ShoreTel VOIP, Vonage VOIP, Polycom Phone System
• Dameware, Ultra VNC, Go-To Assist, Remote Desktop
• Apple iPad, iPhone, MacBook pro support. Mac High Sierra support
• WebEx Conferencing, Zoom Conference, Skype for Business
• CCNA, Certified Ethical Hacker
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