Support Engineer Direct

JOHN WESLEY

**** * ****** ***, ******, CO 720-***-**** ***********@*****.***

Results-driven IT professional with 15+ years of experience in troubleshooting, networking, and software administration. Microsoft Certified Server Administrator in Active Directory, with 12 years in the IT industry, showcasing expertise in software configuration, network administration, and software/hardware testing. Recognized for a solution-oriented mindset, unwavering work ethic, and collaborative teamwork. Seeking a challenging technical role to drive professional and personal growth, with a proven ability to work harmoniously in diverse teams and go the extra mile to resolve cross-functional issues.

EXPERIENCE

2022 - Present

Tier 2 Lead Support Engineer 8x8® Enterprise Communications

•Conduct in-depth research on complex technical issues at an advanced level.

•Offer direct support to internal departments and customers, including Retention, Technical Account Managers, Sales, and Executive escalations.

•Support a comprehensive range of 8x8 Products & Services, covering Virtual Office, Residential, Contact Center, Salesforce, and Central Hosting.

•Implement effective workarounds and permanent fixes for issue resolution.

•Ensure timely and high-quality incident resolution with a focus on root cause analysis, prevention, and knowledge transfer.

•Effectively manage cases and sub-cases, maintaining clear communication with customers and ensuring issue resolution within established timelines.

•Proactively monitor, diagnose, and respond to critical iPBX/server alarms.

•Provide valuable support to on-site installation technicians.

•Collaborate directly with the Network Operation Center and Product/System Operations to resolve intricate technical escalations.

2019 - 2022

Network VoIP Engineer Mitel Network Corporation

•Assisted in the management of IT infrastructure, including troubleshooting hardware and software issues, ensuring smooth day-to-day operations.

•Conducted user training sessions on videoconferencing tools, VoIP systems, and Microsoft Office applications, enhancing overall team proficiency.

•Supported the migration to Office 365, contributing to a more collaborative and cloud-enabled work environment.

•Collaborated with IT teams to implement and maintain ServiceNow, streamlining IT service management processes and improving incident resolution times.

•Participated in the development and execution of disaster recovery plans, ensuring data integrity and system availability.

2014 - 2019

Senior Lead IT Support State of Colorado – Department of Revenue

•Designed and implemented the deployment, assistance, and ongoing upkeep of operational networks and systems.

•Unified and streamlined servers and services across diverse client business units and technological platforms.

•Oversaw network services, encompassing DNS, DHCP, email, LDAP directories, VLANs, and QoS.

•Performed system upgrades, specifically focusing on Mitel product line, including PBXs, IP Platforms, Voice Mail Systems, and applications.

•Collaborated directly with the Network Operation Center and Product/System Operations to address intricate technical escalations.

•Executed solutions, implementing both temporary workarounds and permanent fixes to resolve issues efficiently.

2009 - 2014

Senior Geek Squad Agent Best Buy

•Managed PC technicians in repairing desktops and laptops.

•Installed, repaired, maintained, and upgraded desktops and notebooks.

•Built custom computers as per client specifications.

•Managed complex IT installations and technology migrations.

•Optimized productivity and profitability while ensuring customer satisfaction.

•Investigated hardware and software problems and performed major system repairs.

•Delivered sales goals and provided excellent customer assistance.

•Secured repeat business by offering all Geek Squad services.

CERTIFICATION

•CompTIA Security Plus certified

•Microsoft Azure Administrator Certified

•AWS Cloud Practitioner Certified

•Microsoft Certified IT Professional (MCITP)

•Information Technology Infrastructure Library (ITIL-V3)

•CCNA Certified

TECHNICAL SKILLS

•Exceptional knowledge of networking concepts, Microsoft operating systems, and Microsoft Office.

•Troubleshoot hardware/software and repair printer, PC, and server hardware issues.

•Servers: Dell PowerEdge 1300c, 2600; HP DL servers.

•Server Software: Microsoft Windows Server 2000, 2003, 2008, 2008R2, 2016, 2022.

•Networking Protocols: TCP/IP, WINS, DHCP, DNS, SMTP; Ethernet 10/100/1000.

•Software: Microsoft Office 2000, 2003, 2007, 2010, 2013, MS365 product suite • Symantec, McAfee, Viper Corporate Antivirus suite; Backup Exec, Acronis, SCCM.

•Other: Microsoft 2000, 2003, 2008, 2016 Active Directory.

EDUCATION

Bachelor’s degree in BES (Bachelor of Electronic Science), Completed 2000-2004.

Diploma in Computer Studies, Hardware Engineering, Completed 2000-2001.

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