Experience

MTG

• Spain
• Mining
• 100 - 200 Employee

• Desktop Support Technician

  • Dec 2021 - Present

  • Perform Tier 1 and 2 resolutions while ensuring service requests are handled within Service Level Agreement (SLA) • Use BMC Remedy to manage and escalate tickets to appropriate departments, including but not limited to, Tier 3, Telecom, and NOC • Provide phone and remote technical support for a variety of issues with Windows 10 • Experience using Remote Desktop, MS Teams, and Desktop icontrol to troubleshoot issues remotely • Perform Active Directory tasks such as password resets, user account unlocks, enabling and disabling user accounts • Assist with AD user account creation, backup/restore data, and account deletions • Resolve issues accessing Cisco AnyConnect VPN, RSA Tokens, and Citrix • Install software, modify, and repair hardware and resolve technical issues affecting customer in a timely fashion • Conducted Asset Inventory Support to include conducting physical inventory; scheduled and random electronic inventories; receiving and transfer of property, and process equipment for excess and disposition • Install, troubleshoots, and maintained an extensive variety of software and equipment • Administer laptop encryption and provided password recovery assistance • Provides support and assistance for videoconferencing and audio/video OEM to include troubleshooting system problems, setting up presentation devices and ensuring functionality with other systems Show less



SAE INSTITUTE OF TECHNOLOGY

• Atlanta, Georgia, United States

• Service Desk Analyst

  • Feb 2018 - Sep 2019

  • Provided IT support via phone, email, and chat • Provided networking and desktop support • Utilized Active Directory to perform and account maintenance tasks • Earned commendations for teamwork, flexibility, and work excellence in providing IT support to students and faculty • Utilized ServiceNow to record client interaction, follow up communication, next steps, progress, and resolution • Configured, installed, and upgraded operating systems, software, and equipment • Troubleshoot common issues such as hardware and software, Microsoft Office suite, network, and peripheral equipment • Assisted with Windows 10 Migration pilot. Over 500 users migrated from Windows 7 to Windows 10 Show less