Desktop Support Engineer
Maintech
Total years of experience :9 years, 8 Months
• Supported over 1, 000 users with software, hardware and networking related incidents, reached out to users prior to any software or hardware upgrades and followed up to ensure everything was in working order.
• Handled Skype Enterprise Voice migrations and removed old phones, part of the project was to replace old desktops with Dell 7040 Micro PC's including two or more new 25' monitors and users had the option to either get a headset or a Skype phone
• Built DTVs (using 7040 Micros which are Linux machines that provide DirectTV viewing, and ensured TV's on trade floors were working, but also built these machines at user’s request)
• Imaged over 5 Dell 7040 Micro's daily for new hires and was also part of the PC upgrade project at Two Sigma, these images consisted of a few different Windows builds configured for specific groups, upon imaging I had to access Active Directory to rename machines and move them to the proper OU group
• Performed over 10 desk moves once every 2 weeks with the moving team, I helped with disconnecting and reconnecting PC's and logged in to make sure all machines were up and running, and reported any issues to the Systems Support Engineers
• Responsible for supporting Fairway stores and helped maintain and troubleshoot IBM POS systems, thermal printers, pin pads, and scanner/scales
• Setup, and configured corporate Dell OptiPlex Desktops, Dell Laptops, and Mobile phone devices
• Used monitoring software to view any issues with store scales and network printers
• Provided quality customer service and ensured that store operations were running smoothly to keep service calls to a minimum
• Assisted with Microsoft Exchange configurations, performed password resets through Active Directory
• Kept track of inventory and emailed weekly checklist of working and non-working hardware in stores
• Ensured all computer systems were up to date and consulted with Network Security Specialist to grant me permission to install all necessary patches
• Double checked to make sure all computer systems and peripherals were up and running before end of shift
• Provided IT Helpdesk/Desktop support for a non-profit company that provides a variety of child services such as after school programs, martial arts training, and social work services and head start programs
• Handled and resolved a variety of software and hardware related issues in a timely fashion and as accurately as possible
• Setup and configured routers/switches and Meraki Cloud controlled Wi-Fi devices
• McAfee antivirus installations, and patch management using the McAfee email gateway
• Handled data recovery using the windows version of Photorec which is a Linux-based program
• Troubleshot HP printers and copiers and create monthly reports using MS Access to show how many toner kits need to be ordered
• Troubleshot Cameras and handled software installations as well as create daily reports containing the location and status of each DVR device in all sites
• Voicemail resets of Shortel VOIP phones and Verizon cell phone devices as well as access to active directory to reset Windows login passwords
Projects
• Setup and configured Toshiba notebooks and Surface Pro tablets, added devices to domain, installed Microsoft Office software and McAfee protection
• Installed 15 Dell OptiPlex 3000 Series Desktops in Student Computer Lab, added them to separate domain, assigned IP address and added each node to the McAfee filter to block social networking sites and other unsafe sites
• Traveled to Brooklyn and Bronx site to perform inventory; using MS Excel I typed in asset tags and computer names of every computer in each building and renamed PC names and also added them to domain
• Troubleshot daily IT desktop client issues, supporting multiple departments and offices.
• Performed diagnostics, isolated problems and fixed electronic hardware components by testing and exchanging to ensure functionality.
• Logged all trouble tickets accurately as per the IT department best practices, maintained complete documentation of problem cause, impact and resolution
• Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
• Backed up servers and information according to strict schedules.
Using the Shell, managing running processes, System Administration, managing disks and file systems, starting and stopping services, Administering Networking
Introduction to Computers, Windows XP, Fundamentals of Information Systems, Six Thinking Hats, Lateral Thinking, Society and Technological Change, Microsoft Server 2008, Biology, Windows 7, A+ Certification Training, Networking Essentials, Security+, Introduction to Linux, Introduction to Ethical Hacking, Computer Programming, Introduction to Business, Business Math