IT Support Engineer and Project Lead

Trevor Rasberry - IT Specialist

************@*****.*** 737-***-**** Austin, TX

Work Experience - 7 Years Cumulative in IT Roles

Tokyo Electron DEC. 2024 – Present

L3 Technical Support Engineer /Project Manager

Responsibilities in this role:

● Imaging & Configuration:

Image laptops/desktops via PXE boot and SCCM task sequences until factory imaging/automation.

Image and configure Apple laptops for Marketing Group (Microsoft Office, VPN, Adobe Creative Cloud).

Image configuration/troubleshooting via DISM & WinPE

● Ticketing & Support:

Manage Break/Fix, hardware, and software requests using TEL (Microsoft Dynamics/Service Now) ticketing system.

Provide remote support using Bomgar Remote Support software for remote locations or home users.

Assist users with Break/Fix issues, system refreshes, and returns (Dell/HP).

● Active Directory & Security:

Administer Active Directory for computer OU and security groups for software access, licensing, and shared drive access.

Create RSA tokens in SecurID for VPN access to Ivanti and Palo Alto’s Global Protect.

Manage Bitlocker keys for laptop/Desktop backup and repair.

● Asset & Inventory Management:

Use Lansweeper for asset inventory maintenance and reclamation for offboarded employees.

Manage assets via Microsoft System Center Configuration Manager.

Coordinate Dell Self Dispatch for warranty repair and Break/Fix replacements.

● Onboarding/Offboarding:

Manage system setups for new hires (onboarding) and collected equipment during offboarding (laptops, phones, chargers, etc.).

Schedule HP refreshes via email to employees.

Create and share weekly onboarding spreadsheets via SharePoint.

● Software & Hardware Support:

Provided temporary admin codes for software installation via Avecto/Beyond Trust.

Assist with software transfers (OneNote, browser bookmarks) during laptop replacements.

Support users in Adobe and Microsoft product issues (escalated tickets from Help Desk).

Educate users on the use of Box.com for file backup and sharing.

● Mobile Device Management:

Assist with MDM support for iPhones and Samsung Android phones (Mind Global) and MobileIron setup.

Help users back up iPhone files via iTunes (iCloud disabled).

● Support for Facilities & Teams:

Assist with conference room meeting support (ready to help with tech issues).

Set up desk configurations (monitors, docks).

● User Education & Training:

Conduct monthly presentations for onboarded employees on VPN connection, SharePoint access, and printing.

Educate users on the use of Moon Software’s Password Agent Lite.

Instruct employees on using Poly X30 video bar for meetings.

● E-waste & Recycling:

Manage e-waste collection and disposal.

Coordinate recycling and disposal of old hardware.

● General Support:

Assist with deployment of HP Secure Print printers and software across all sites. Akkodis Jan. 2022 – August. 2024

L2 Technical Support Technician

Responsibilities in this role:

● Perform remote technical support for all client-facing infrastructure, including smart phones, tablets, registers, printers, scales, wireless networks, phone lines, and office computers.

● Utilize knowledge base to quickly identify and categorize issues according to OrchardNow ticketing standards.

● Communicate clearly in an understanding and supportive manner with all customers, adjusting terminology used and pace to any given customer’s level of expertise.

● Problem-solve using documentation, RDP, SQL, windows command line, and proprietary tools alongside a strong grasp of windows and iOS operating systems.

● Coordinated the procurement of replacement hardware with appropriate third party vendors when necessary.

● Scheduled the dispatch of in-person maintenance personnel, and coordinated/assisted those personnel once on-site to resolve a given issue.

Eagle Eye Networks September 2020 – December 2022

L2 Technical Support Technician

Responsibilities in this role:

● Work as a manufacturing technician to interpret blueprints, BOM, and build instructions to build units for sale to company standards.

● Prepared and assembled materials, switches, bridges, CMVR's.

● Utilized strong knowledge of all computer hardware components which include chipsets, RAM and CPUs.

● Loaded software and test equipment upon assembly completion, navigated and operated Bios in units.

● Inspected finished products for quality and adherence to customer specifications.

● Utilized strong hardware troubleshooting capabilities in subsequent positions as a repair technician, identifying and solving faults in returned equipment, devices and products. EDUCATION

Lamar University

Bachelor’s Degree in Computer Science

SKILLS & INTERESTS

● IT Skills/Software Proficiencies: Windows, MacOS, Linux, Microsoft Office Suite, Adobe Suite, Computer Assembly, Computer Repair, Bomgar, Active Directory Administration, DISM, WinPE, PXE Boot/Imaging, Powershell, Windows Command Line, Vertex Sales Tax Software, SAP, Webex, O365, Jira, Testrail.

● General Skills: Customer Support/Service, Project Management, Team Coordination, Multitasking, Onboarding/Offboarding Expertise, Training, Company-to-Company Liaison, Complex Problem-Solving, Inventory Management, Scheduling, VP/Executive Support.

● Interests: Weight-lifting, Dungeons and Dragons, Music Composition, Paddle-boarding, miniature painting.

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