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
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- Receives and responds to inbound incident request from Clients, and Internal & External users
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- Performs routine tasks to maintain computer equipment and their peripherals
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- Reforms triaging and troubleshooting of incident volume to resolve incidents
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- Provides regular and timely updates to all parties (internal and external) on incident statuses
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- Maintains detailed documentation, notes, and steps pending or completed on all support tickets
Hemmersbach\IBM 2019
Onsite Support Engineer
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- Regular updates to the ticket;
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- Carrying out on-site software Break/Fixes for Customer images
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- Support for desktop standard products at the end user location
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- Downloading of emergency software fixes for dealing with problems (e.g. via CD);
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- Virus removal when virus software is unable to do this;
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- Re-loading of the standard image (from server, CD, data stick or other media provided by
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- Hemmersbach or Customer);
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- Recovery of user data, if available, from the server onto the new system within defined
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- parameters, if necessary;
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- Closing the problem with the correct incident diagnosis/resolution details after Deskside
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- Support activities are complete;
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- Checking of asset information in the ticket and reply message in the event of deviations;
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- On diagnosing a hardware defect, recording of the necessary data (serial number, location,
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- etc.) to support the repair service;
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- Coordinating activities of the service provider;
Enpro 2015
Service Desk Analyst II
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- Provides support for basic incident resolution and requests reported to the division service desk.
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- Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.
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- Uses the appropriate CTI categories for logging incidents and requests.
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- Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
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- 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.
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- Handles 1st\2nd tier support technical problems by telephone and remote activity to resolve first line customer issues to ensure user satisfaction and productivity.
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- Logs and triage of new Incidents and Service requests ensuring that accurate information is captured and documented within the ticket.
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- 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.
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- Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
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- Enter support knowledge into the Knowledge database.
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- Evaluates current procedures and processes for accomplishing department objectives and continuously develops and implements improved practices.
PCM 2009 – 2014
Network Operations Center Analyst (NOC)
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- Acted as the Point-of-Contact for customer managed systems, service, and device failures/alerts.
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- Identified and resolved issues per Service Level Agreements using proper internal and vendor resources.
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- Provided thorough maintenance, management, and administration of systems, networks, and infrastructure.
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- Daily preventative maintenance checks and services with RDP and Vision App tools.
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- Processed Moves, Adds, Changes, Deletes (MACD) on systems, application, and infrastructure services.
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- Provided backup and tape rotation administration and coordination with third-party vendor.
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- Coordinated with Engineering Level 2 and Engineering Level 3 for issue escalation.
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- Helped identify recurring performance issues; Interpret and identify performance trends.
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- Provided NOC Support Desk Analyst services during schedule gaps.
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- Coordinated Data Center and premise security monitoring via console.
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- Utilized Kaseya and Microsoft SSCM 2007 to keep PCs updated.
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- Assisted and monitored activities of any users conducting business in any of the Data Centers.
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- Configured GPOs for new or existing clients in Active Directory.
Tech Rentals 2006 – 2009
On-Site Technical Support
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- Provided focused support for the configuration and maintenance of client computer running Symantec Ghost.
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- Coordinated upgrades with appropriate software packages.
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- Steered adequate communication and updates pertaining to status and completion.
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- Satisfied user requirements by identifying and procuring necessary hardware and software.
Instawares 2006
Technical Support
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- Troubleshoot desktop computers, printers, scanners and scales.
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- Provided regular maintenance for user computers.
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- Administered network using Active Directory group policy.
DDU Express 2004 – 2006
Technical Support
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- Maintained and mitigated problems pertaining to desktop computers, printers, scanners, scales, and the SQL 2000 Server.
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- Provided backup and tape rotation.
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- 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