Technical Support Service Desk

Greg Hill

** **** **** ** *******, NJ ***** **********@*****.***

Cell – 770-***-****

EDUCATION/Training

Bachelor of Business Administration in Economics, 2011

Kennesaw State University, Kennesaw, Georgia

PROFESSIONAL EXPERIENCE

Thrive May 2024 to Current

IT Engineer

Handle diverse computing environments in a wide cross section of business environments.

Analyze and document an unfamiliar client / server and network environment while assessing the quickest path to resolution.

Perform rapid analysis of workstation / server level incidents and consistently demonstrate the ability to determine the root cause.

Provide consulting to clients on certain applications, Thrives’ best practices, and general computing processes.

Troubleshoot and resolve high level workstation, server and network incidents while following Thrives’ Standard operating procedures.

Set client expectations and provides regular updates/next steps appropriately throughout the troubleshooting process.

Utilize appropriate software utilities, Thrives’ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents.

Monitor the service desk service board for escalated service tasks:

Prioritize tasks escalated from Technical Support Engineers

Ensure that open service tasks are escalated and addressed appropriately from Technical Support Engineers

Follow Thrives’ best practices for escalating tasks from Technical Support Engineers

Escalate when necessary to Senior Server Administrator for further review/troubleshooting.

Communicate steps taken during troubleshooting and resolution through clear non-technical communication, or by utilizing the appropriate level of technical verbiage.

Demonstrate the correct level of urgency while resolving client incidents.

Resolution of incidents related to, but not limited to the following:

Mail Application/Office 365 issues

Client/Server Connectivity issues (per SOP)

Time Sensitive and VIP Workstation incidents

File Restores

Remote Access incidents (Citrix and Terminal Services)

Networked Printer Issues

Any Incidents escalated from Technical Support Engineers

Richard Fleischman and Associates June 2015 to 2020

Information Technology Engineer (MSP)

Provide on-site White-Glove technical support to RFA Hedge Fund and Law Firm clients by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.

Maintain systems, install new equipment, and make modifications to client infrastructure as requested.

Able to troubleshoot mobile devices (setup, email and security tokens).

Assist system users by confidently performing projects and troubleshooting Tier 1-Tier 3 issues, including: Active Directory, MS Exchange, O365, MDM, SharePoint and DNS.

Evaluate client’s operational efficiency of different IT systems and recommend improvements.

Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner.

Interact with RFA clients using clear and concise communication in order to facilitate ticket status updates and product availabilities.

Manage MS Exchange environments and Active Directory (e.g., add, delete, change) as needed and keep up-to-date.

Provide Security by configuring and installing VPN, (Cisco, AnyConnect VPN), 2-factor authentication ( Okta, RSA, authenticator), content filtering ( mimecast, Vera).

Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client.

Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgement to apply most effective resolution methodology.

Work under the general guidance of senior engineers to implement network changes, rack, stack, wire and configure networking equipment for clients in the NY metropolitan area

Troubleshoot and configure windows and Mac environments

CommonGround January 2012 to June 2015

NETWORK ADMINISTRATOR

Hands-on Network Administrator responsible for the design, maintenance, updates, integration, and operational support for the CommonGround environment with 400+ users

Hands-on with enterprise-class routers, switches, firewalls including Cisco and Cisco Meraki switches, firewalls, and WAPs equipment.

Improve systems with In-depth understanding of network security, update deployments, and packet-level traffic analysis.

Test, implement, maintain and control the organization's network and databases across multiple platforms such as MS SQL 2008, MS SQL 2012, and databases on a MS Windows Operating System Server platform

Administrator of Active Directory, Group Policy, VBScript, Domain Controllers, Active Directory applications, Exchange as well as Exchange Servers, desktop systems, network printers, photocopiers, and communications devices (iPhone, Android, or Blackberry) using current technologies and Strong knowledge Windows XP or Windows 7 and Mac OS.

Set up remote access for users and Support users through emails\calls

References Upon Request

Contact this candidate