It Support Engineer

John Hermann, Junior Systems Administrator

St Cloud, 34772, USA, 321-***-****, *************@*****.*** SUMMARY Proactive IT Support Engineer with over 20 years of experience in systems administration. Expertise in managing computer equipment, optimizing system performance, and enhancing network security. Proven track record of reducing downtime by swiftly resolving hardware and software issues. Adept at delivering comprehensive end-user training and developing IT policies that foster a secure computing environment. Ready to leverage skills and experience to meet the technical needs of an organization, ensuring efficient operations and user satisfaction.

WORK EXPERIENCE

09/2003 – Present IT SUPPORT ENGINEER, Osceola Tax Collector Kissimmee, USA Spearheaded the management of computer equipment inventory, standardizing hardware configurations for improved maintenance and scalability.

Installed, configured, tested, and maintained operating systems, application software, and system management tools to ensure optimal functionality.

Optimized system performance by conducting routine checks and proactively addressing potential issues before escalation. Maintained detailed documentation on technical issues, resolutions, and knowledge base articles for effective future reference. Facilitated remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.

Reduced downtime significantly by swiftly diagnosing and resolving hardware, software, and network issues.

Delivered comprehensive end-user training on new technologies, leading to increased adoption rates among employees.

Contributed to the development of IT policies, procedures, and best practices to uphold a secure computing environment. Enhanced network security through regular vulnerability assessments and timely patch installations.

Managed high volumes of call flow, efficiently responding to diverse technical support needs.

Configured hardware, devices, and software to establish optimal workstation setups for employees.

Monitored system performance to detect and address potential issues proactively.

Created user accounts and assigned permissions to ensure appropriate access levels.

Diagnosed and troubleshot hardware, software, and network complexities. Patched software and installed new versions to eliminate security vulnerabilities and safeguard data.

04/1998 – 09/2003 COURIER, Osceola County Clerk of Courts Kissimmee, USA Greeted recipients, delivered packages and parcels, and obtained proper signatures for all deliveries.

Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.

Enhanced customer satisfaction by executing timely deliveries and maintaining professional communication with clients. Adhered to all traffic laws while operating company vehicles, ensuring the safe transportation of goods.

Established lasting relationships with customers by delivering packages punctually, interacting professionally, and responding promptly to inquiries. EDUCATION

06/1988 – 05/1989 Valencia Community College

No Degree, General Studies

Kissimmee, USA

08/1984 – 05/1988 St Cloud High School

High School Diploma

St Cloud, USA

SKILLS Remote desktop support Network troubleshooting Help desk support IT asset management

Software installation Data backup and recovery

Application support Hardware diagnostics

System administration Server management

Incident management IT compliance

Information security Desktop deployment

Patch management Windows server

Operating systems Active directory

Desktop support Issue troubleshooting

Account management Remote support

Technical support Windows 10/11

User support Hardware upgrades

Application installations Software diagnosis

Technical troubleshooting Service support

TCP/IP Microsoft outlook

Hardware troubleshooting System diagnostics

Antivirus software Installation and Configuration

End-User Support Experience Network Management

Application Compatibility Communication

Documentation User Account Management

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