Senior IT Service Delivery Engineer

• Apr 2023 - Present

System Engineer

• Nov 2022 - Mar 2023

•Handled IT issues from a client base of approximately 50 companies, ranging from password resets to assisting with setting up equipment remotely or on-site. • Received calls and emails entered and managed into our ticketing queue, closing an average of 35 to 40 tickets a week. • Managed and configured user accounts on on-prem Active Directory and Azure Active Directory servers as well as managed and created accounts in Office 365 while enabling multi-factor authentication. • Managed desk and softphones through the Allworx phone system. • Performed daily tasks to ensure that client servers checked in and remained online and that no issues appeared with daily backups or antivirus software on both servers and client computers. • Set up and configured desktop and laptop computers to the client's specifications and ensured that new computers received the proper user configurations. Show less

IT Support Engineer

• Nov 2018 - Nov 2022

• Provided day to day computer support to a community of over 2,000 users in the North and South America region • Setup laptop and desk area for new hires and provided orientation • Maintained support tickets through Service Center ticketing system • Maintained accurate inventory of computer equipment through Service Center's Asset tracking system • Administrated user controls through Active Directory • Managed user account Microsoft Office and Microsoft Teams phone licenses through Microsoft's Office Admin Portal • Configured mailboxes through Exchange Online • Built and configured servers (Windows Server 2012 R2 - 2022 and Red Hat Enterprise Linux 7-9) through our virtual VMware vSphere and Microsoft Hyper-V environments for our software development and customer support teams • Travel to different office locations within the NASA region to assist with various IT/network projects • Help to administer and support our secure network that handles Government/Military contracts that need to meet ITAR and NIST frameworks • Communicated with vendors to have work done to the office regarding electrical, HVAC, and cabling Show less

System Administrator

• Feb 2018 - Nov 2018

• Provided day to day computer support to a community of over 250 users both in office and remote • Provided level I and II local and remote support of Windows 10, VPN, and peripherals to local and remote users • Maintained support tickets through Service Now totaling 10 to 15 per day ranging from password resets to server maintenance • Rebuilt MDT imaging server and streamlined operating system imaging and software installation process resulting in cutting setup time of a new laptop by 40 minutes • Created user accounts in Active Directory • Managed email accounts and distribution lists through Exchange Online • Monitored virtual environment for alarms through vSphere • Managed Trend Micro Office Scan anti-virus server • Managed Windows Updates of all user computers through WSUS server • Setup laptop and desk area for new hires • Maintained accurate inventory of computer equipment through an Excel spreadsheet and LAN sweeper Show less

It Engineer

• Oct 2013 - Feb 2018

• Provided day to day computer support to a community of over 1,000 users in the North and South America region • Setup laptop and desk area for new hires and provided orientation • Maintained support tickets through Manage Engine ServiceDesk Plus • Maintained accurate inventory of computer equipment through GLPI and SCCM • Administrated user controls through Active Directory • Configured mailboxes through Exchange and Exchange Online • Built and maintained servers (2008 – 2012 R2) both physical (Dell) and virtual (vSphere) • Built and configured a SCCM server and distribution point for our testing lab • Assisted with building and configuring SCCM distribution points for the North and South America region • Maintained Avaya IP Office phone systems for multiple offices • Help to administer and support our secure lab that handles Government/Military contracts • Assisted with ensuring backups were being preformed both on our production and secure network by using Backup Exec 15/16 • Made sure that tape backups were pulled and stored offsite with Iron Mountain • Communicated with vendors to have work done to the office regarding electrical and cabling • Communicated with vendors to buy laptops and other computer equipment Show less

Desktop Support Technician

• Mar 2013 - Oct 2013

• Migrated user’s laptops from Windows XP to Windows 7 and transfer data • Provided level II local and remote support of Windows 7 and Mac OSX, VPN, and peripherals to users in North America. • Ticket creation and resolution through HP Support Center • Creation of computer accounts and password resets through Active Directory • Migrated user’s laptops from Windows XP to Windows 7 and transfer data • Provided level II local and remote support of Windows 7 and Mac OSX, VPN, and peripherals to users in North America. • Ticket creation and resolution through HP Support Center • Creation of computer accounts and password resets through Active Directory

Computer Technician

• Oct 2012 - Jan 2013

•Provided day to day computer support to a community of over 150 users •Reimaged computers using Norton Ghost •Basic troubleshooting of hardware and software on Dell computers and servers running Windows XP/7 and Windows Server 2003/2008 (over the phone, in-person and using remote desktop assistance) •Maintained support tickets and device inventory through Spiceworks •Researched various issues from server error codes to computer peripherals issues and upgrades •Provided day to day computer support to a community of over 150 users •Reimaged computers using Norton Ghost •Basic troubleshooting of hardware and software on Dell computers and servers running Windows XP/7 and Windows Server 2003/2008 (over the phone, in-person and using remote desktop assistance) •Maintained support tickets and device inventory through Spiceworks •Researched various issues from server error codes to computer peripherals issues and upgrades

Computer Analyst I

• Jan 2012 - Mar 2012

•Provided technical support via phone and remote assistance for 30,000 end-users •Worked with Windows XP and Windows 7, Lotus Notes 6.5 and 8.5, Microsoft Office, Microsoft Outlook as well as proprietary financial applications •Kept accurate records of each call via a ticketing system •Provided technical support via phone and remote assistance for 30,000 end-users •Worked with Windows XP and Windows 7, Lotus Notes 6.5 and 8.5, Microsoft Office, Microsoft Outlook as well as proprietary financial applications •Kept accurate records of each call via a ticketing system

Computer Technician

• Mar 2011 - May 2011

•Migrated, reimaged and configured laptop and desktop computer for a community of over 900 users •Assured integrity and availability of user’s data, network drives and printers •Successfully troubleshot programs and hardware specific to Pfizer •Migrated, reimaged and configured laptop and desktop computer for a community of over 900 users •Assured integrity and availability of user’s data, network drives and printers •Successfully troubleshot programs and hardware specific to Pfizer

Technical Support

• Oct 2010 - Feb 2011

• Provided customer phone support, involving both administrative and technical business, for over 2,000 end-users •This Help Desk position required knowledge and skills in proprietary software installation, OS configuration, maintenance of backend filters and client control panel settings •Responsible for successfully troubleshooting DSL and dial-up connectivity, including firewalls and antivirus configurations •I successfully maintained customer records, and was responsible for timely responses to customer requests via the trouble ticket system. Show less

Field Service Technician

• May 2004 - Jun 2009

•On-site troubleshooting/maintenance of Sharp, HP and Kyocera/Mita copiers, printers and facsimile machines, at approximately five calls per day, for customers throughout Eastern Massachusetts and New Hampshire •I successfully managed customer scheduling, and supply of all required mechanical parts •On-site troubleshooting/maintenance of Sharp, HP and Kyocera/Mita copiers, printers and facsimile machines, at approximately five calls per day, for customers throughout Eastern Massachusetts and New Hampshire •I successfully managed customer scheduling, and supply of all required mechanical parts