Help Desk Engineer

• Nov 2015 - Present

• Respond to client inquiries via phone, ticketing system, or email, providing timely and effective technical support and problem resolution. • Troubleshoot and diagnose basic technical issues related to hardware, software, and network connectivity, utilizing remote tools and techniques. • Document all client interactions and solutions in a clear and concise manner, using our internal PSA system. • Escalate complex technical issues to senior technical staff or third-party vendors, as needed. • Provide proactive maintenance and monitoring of client IT systems to ensure maximum uptime and performance. • Assist with the installation, configuration, and maintenance of software and hardware, including servers, workstations, and networking equipment as required. • Stay up-to-date with the latest technologies and best practices related to IT support and service management. • Work collaboratively with other team members to provide seamless service delivery and customer satisfaction. • Availability for on-call support or escalation as required. Show less

Level 2 Desktop Support Technician

• Mar 2011 - Feb 2015

Level 2 Desktop Support Technician – 9/2012 to 2/2015 • Repaired laptops. Replaced keyboards, monitors, hard drives, RAM. • Scheduled appointments with users for diagnoses and repair in both software and hardware. Supported VPN configurations and communications with a domain. • Maintained a log of all work that was performed for proper client billing. • Set up built-in and standalone AV equipment for meetings, public displays and special events. Worked with complex proprietary whole-room control systems. • Maintained an inventory of spare parts and used them to keep assets in working condition Salvaged working parts from units that were unrepairable to minimize costs. • Installed and set up Windows operating system on computers. Used company proprietary software deployment to create and track images as well as deploy software to users as needed. Refresh Technician – 3/2011 to 9/2012 • Imaged computers with Windows XP and Windows 7. Lead a pilot program that facilitated the switchover from Windows XP to Windows 7. • Transferred user data from user’s old asset to their new assets. • Upgraded user’s operating system on the same asset, backing up and restoring the user’s data. • Kept a log of the transferring of assets incoming and outgoing. Maintained a stock of old computers. • Maintained a ticketing system that tracked assets, and which user was scheduled for refresh. • Organized workspace to increase efficiency. Started out with an overall of 11 refreshes per day to a total of 26 refreshes per day. • Maintained backups of user data in duplicate in case of loss of user’s data during migration. Show less

Level Technical Support Technician

• Oct 2010 - Mar 2011

EF&I Technician

• Jun 2010 - Sep 2010

· Constructed server racks for installation of cellular equipment · Installed outdoor 4G cellular cabinets containing RF transceivers, switches, and power supplies for metroPCS cellular in Detroit area · Integrated cellular cabinets into existing network and activated towers for public use · Programmed controllers, switches, and routers that serviced GPS equipment, communications, network and cellular radio transceivers · Maintained logs of installation and integration of cellular sites for Ericsson telecommunications per contract · Maintained regional travel records and expenses per contract to Ericsson · Corrected closeout packages containing documentation and photographs of installation and integration as contract terms changed · Documented job safety analysis (JSA) records per site before each installation Show less