Support Engineer Desktop
Resume:
Eric C. Sconiers
**************@*****.***
Summary
Highly experienced and results-oriented US Air Force veteran with over 25 years of diverse IT expertise, specializing in PC deployment, desktop support, networking, security, and system administration. Seeking to leverage extensive technical knowledge and proven problem-solving skills to excel as a Technical Client Specialist focusing on AMD technology and solutions. Adept at providing in-depth product demonstrations, serving as a trusted advisor, and collaborating with sales and technical teams to drive solution adoption and address complex customer challenges within the PC industry.
Professional Experience
Systems Administrator/Network Engineer Microspace Communications 2021 – Present
• Maintained and supported multiple customer cloud environments, demonstrating strong problem-solving and troubleshooting capabilities across various IT domains.
• Engaged internal and external resources effectively to resolve complex technical issues for customers, ensuring timely and satisfactory outcomes.
• Managed and updated ticket backlogs, adhering to internal policies and prioritizing high-priority issues for escalation and resolution.
• Managed account creation and termination processes for external customers, ensuring adherence to established procedures.
• Gained experience with Citrix and VMware management, contributing to robust virtual desktop infrastructure support.
Cloud Support Engineer II RapidScale 2020 – 2021
• Maintained and supported multiple customer cloud environments, demonstrating strong problem-solving and troubleshooting capabilities across various IT domains.
• Engaged internal and external resources effectively to resolve complex technical issues for customers, ensuring timely and satisfactory outcomes.
• Managed and updated ticket backlogs, adhering to internal policies and prioritizing high-priority issues for escalation and resolution.
• Managed account creation and termination processes for external customers, ensuring adherence to established procedures.
• Gained experience with Citrix and VMware management, contributing to robust virtual desktop infrastructure support.
Eric C. Sconiers
**************@*****.***
Senior Computer Support Engineer American Kennel Club 2017-2020
• Provided Tier 3 desktop services and technical support to end-users across multiple locations, including hands-on deskside support.
• Supported Virtual Desktops leveraging technologies such as LG Zero Clients, Profile Unity, Teradici, and Unidesk, showcasing expertise in modern PC environments.
• Designed and administered desktop management solutions, including imaging, patch management, client security controls, and software distribution technologies, directly aligning with PC industry best practices.
• Actively participated in handling customer incident reports and service requests, coordinating responses with subject matter experts and third-party providers. Help Desk Coordinator III Cree Inc 2015-2017
• Provided remote and desk-side assistance for hardware, software, OS, telecom, and network-related issues, utilizing Service Now ticketing system for efficient resolution.
• Supported Active Directory, RSA Tokens, Cisco IP Phone systems, and network laser printers/copiers, demonstrating broad IT infrastructure knowledge.
• Provided support for mobile devices (iPhone, Android) using AirWatch Agent, Touchdown, and Cloudpath, indicating experience with connectivity best practices. IT Support Specialist Biologics Inc. 2014-2015
• Resolved customer issues efficiently through various channels, including ticketing systems (Spiceworks), email, phone, and direct contact.
• Supported and configured ShoreTel VOIP Phone systems, including monthly user training sessions, showcasing presentation and training skills.
• Performed Software Process validation and supported users on SQL Server 2012, highlighting analytical and solution-oriented capabilities.
• Documented current network infrastructure and acted as a liaison for upcoming projects, demonstrating strong collaboration and communication.
• Created and provided Work from Home (WFH) training processes, emphasizing adaptability and proactive problem-solving.
Eric C. Sconiers
**************@*****.***
Unified Communications Security Analyst, Blackberry Administrator, Active Directory, DNS, Lotus Notes Administrator GTE/Verizon Communications/Frontier Communications 1997-2014
• Provided comprehensive IT support for over 14,000 internal customers, troubleshooting diverse technical issues including email transmission and messaging.
• Managed and supported PC deployments, networked laser printers, and printer maintenance, demonstrating hands-on experience with PC hardware and peripherals.
• Supported and configured ACD Rockwell phone systems and managed DNS update requests and Active Directory account creation, contributing to network and system administration.
• Monitored and resolved customer issues using HEAT/Remedy ticketing systems, showcasing proficiency in service management.
Secure Communications Systems Specialist, Small Computer Maintenance Supervisor/Technician, Information/Network Security Manager US AIR FORCE 1990- 1997
• Managed and maintained secure communication systems, emphasizing a strong foundation in security best practices.
• Supervised and performed small computer maintenance, indicating direct experience with PC hardware and systems.
• Served as an Information/Network Security Manager, developing and implementing security protocols and policies.
• Installed, configured, repaired, and supported electronic computer equipment, demonstrating foundational technical expertise.
Education
Associates Degree MyComputerCareer.edu 2020
Skills
• PC Industry Expertise: PC Deployment, Desktop Support, Troubleshooting/Repair, Windows OS (7, 8, 10,11), Imaging, Patch Management, Client Security Controls, Software Distribution
Eric C. Sconiers
**************@*****.***
• Networking & Connectivity: DNS, Active Directory, VOIP (ShoreTel, Vonage, Polycom), Network Printer Support, Remote Desktop (Dameware, Ultra VNC, Go-To Assist)
• Virtualization & Cloud: Citrix, VMware, LG Zero Clients, Profile Unity, Teradici, Unidesk Management, Amazon WorkSpaces
• Security: Information/Network Security Management, RSA Token Support
• Customer & Sales Support: Technical Presentations, Product Demonstrations, Solution- Selling, Trusted Advisor, Customer Engagement, Opportunity Identification, Training and Development
• Technical Tools: Service Now, Remedy, Heat, Spiceworks, MS Office 365, SQL Server 2012, M365 Admin
• Problem-Solving & Collaboration: Troubleshooting, Crisis Management, Process Improvement, Cross-functional Team Collaboration, Liaison Activities
• Certifications: ITIL Foundations Certified, CompTIA Security+ Certification
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