Resume

Network Operations/Technical Support

On-Site Technical Support     Technical Proficiency     Troubleshooting     Solution Focused

 

Accomplished Technical Support Professional with 25+ years of experience is seeking a new position with a progressive company.

 

Core Competencies

Windows/Macs/Linux Operating Systems  Windows Server 2019/2003 MS Office Suite
Cloud Services (AWS, Azure, Google Cloud) Active Directory Power Shell
Hardware/Software Multi-Task/Prioritize Effectively Remote Access (RDP, VNC, Putty)
Imaging Tools (WDS, Symantec Ghost) Exchange Technical Support

 

Professional Experience:

 

Coretelligent May 2021 – Nov 2021

Remote Support Engineer 2

    • Receives and responds to inbound incident request from Clients, and Internal & External users

    • Performs routine tasks to maintain computer equipment and their peripherals

    • Reforms triaging and troubleshooting of incident volume to resolve incidents

    • Provides regular and timely updates to all parties (internal and external) on incident statuses

    • Maintains detailed documentation, notes, and steps pending or completed on all support tickets

 

Hemmersbach\IBM 2019

Onsite Support Engineer

    • ¬†Regular updates to the ticket;

    • ¬†Carrying out on-site software Break/Fixes for Customer images

    • ¬†Support for desktop standard products at the end user location

    • ¬†Downloading of emergency software fixes for dealing with problems (e.g. via CD);

    • ¬†Virus removal when virus software is unable to do this;

    • ¬†Re-loading of the standard image (from server, CD, data stick or other media provided by

    • Hemmersbach or Customer);

    • ¬†Recovery of user data, if available, from the server onto the new system within defined

    • parameters, if necessary;

    • ¬†Closing the problem with the correct incident diagnosis/resolution details after Deskside

    • Support activities are complete;

    • ¬†Checking of asset information in the ticket and reply message in the event of deviations;

    • ¬†On diagnosing a hardware defect, recording of the necessary data (serial number, location,

    • etc.) to support the repair service;

    • ¬†Coordinating activities of the service provider;

 

Enpro 2015

Service Desk Analyst II 

    • Provides support for basic incident resolution and requests reported to the division service desk.

    • Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.

    • Uses the appropriate CTI categories for logging incidents and requests.

    • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.

    • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

    • Handles 1st\2nd tier support technical problems by telephone and remote activity to resolve first line customer issues to ensure user satisfaction and productivity.

    • Logs and triage of new Incidents and Service requests ensuring that accurate information is captured and documented within the ticket.

    • Completes work tickets within an established time frame while handling basic technical problems by telephone and remote activity to resolve first line customer issues to ensure user satisfaction and productivity.

    • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

    • Enter support knowledge into the Knowledge database.

    • Evaluates current procedures and processes for accomplishing department objectives and continuously develops and implements improved practices.

 

PCM 2009 – 2014

Network Operations Center Analyst (NOC)

    • Acted as the Point-of-Contact for customer managed systems, service, and device failures/alerts.

    • Identified and resolved issues per Service Level Agreements using proper internal and vendor resources.

    • Provided thorough maintenance, management, and administration of systems, networks, and infrastructure.

    • Daily preventative maintenance checks and services with RDP and Vision App tools.

    • Processed Moves, Adds, Changes, Deletes (MACD) on systems, application, and infrastructure services.

    • Provided backup and tape rotation administration and coordination with third-party vendor.

    • Coordinated with Engineering Level 2 and Engineering Level 3 for issue escalation.

    • Helped identify recurring performance issues; Interpret and identify performance trends.

    • Provided NOC Support Desk Analyst services during schedule gaps.

    • Coordinated Data Center and premise security monitoring via console.

    • Utilized Kaseya and Microsoft SSCM 2007 to keep PCs updated.

    • Assisted and monitored activities of any users conducting business in any of the Data Centers.

    • Configured GPOs for new or existing clients in Active Directory.

 

Tech Rentals 2006 – 2009

On-Site Technical Support

    • Provided focused support for the configuration and maintenance of client computer running Symantec Ghost.

    • Coordinated upgrades with appropriate software packages.

    • Steered adequate communication and updates pertaining to status and completion.

    • Satisfied user requirements by identifying and procuring necessary hardware and software.

 

Instawares  2006

Technical Support

    • Troubleshoot desktop computers, printers, scanners and scales.

    • Provided regular maintenance for user computers.

    • Administered network using Active Directory group policy.

 

DDU Express 2004 – 2006

Technical Support

    • Maintained and mitigated problems pertaining to desktop computers, printers, scanners, scales, and the SQL 2000 Server.

    • Provided backup and tape rotation.

    • Installed and managed all software and produced reports using SQL queries.

Certifications

MCSA: Windows Server 2012 (Ongoing)

ITIL v3

MCTS Exchange Server 2010

Server Visualization with Windows Server Hyper-V and System Center

School\Degree

South University

Bachelor Degree

Information Technology