System Engineer

• Mar 2014 - Present

Sr. Helpdesk technician

• Aug 2010 - Oct 2013

• Installed and configured applications software and related hardware (such as desktops, servers, and related peripherals like printers, scanners, drives, monitors and video teleconferencing hardware). • Monitored and responded to hardware and software problems utilizing a variety of hardware and software testing tools and techniques. • Ensured team had the proper tools and technology to support our clients. • Provided technical support and training to end-users. • Evaluated documented resolutions and analyze trends for ways to prevent future problems and report to the Supervisor. • Provided guidance and work leadership to less-experienced technicians. • Performed hands-on fixes, including installing and upgrading software, installing hardware, configuring systems and applications. • Supported Smartphone Devices (BlackBerrys, iPhones, iPads, Androids, Window Mobile Devices, Tablets and other devices). • Validate and test fixes to ensure end user problem has been adequately resolved. • Visited our remote sites to provide desktop related support. • Assisted with the installation of end user computer equipment at new sites. • Performed preventative maintenance, including checking and cleaning of workstations, printers and peripherals. • Worked with other IT teams to develop, test and rollout new services and applications within the mobile environment. • Developed and maintain process documentation. Applications Supported: ArcGIS Petra Kofax Aries Spotfire Theta (Rodstar) SharePoint eVIN ProCount Excalibur Show less

Jr. System Engineer

• Feb 2004 - Aug 2010

• Working as an IT Technical Support Specialist • Perform network/system administration functions such as local area network and Printers connections, user setup, systems backup, telephone and voicemail setup • Troubleshoot home and small remote office networks as well as personal computers and laptop computers for hardware, software, virus, and malware problems via telephone or onsite. • Interfaced with clients, autonomously found and implemented quick solutions in response to clients' needs. • Provided telephone-based technical support for clients, going on-site if necessary • Participate in problem solving and decision making to isolate and resolve the majority of hardware, software and network infrastructure problems on workstations, servers and network devices. • Configure and install PC's; troubleshoot hardware and software problems and manage inventory of hardware and software. • Configure and install Routers, gateways wireless devices for business and residential LAN’s • Worked extensively with Cisco Call manager and Avaya ACS phones systems at orginazations up to 2800 end users. • Provide desktop training and documentation for end-users in need of basic-to-intermediate knowledge. • Mentor and train new technical associate hires • Provide technical assistance to network users and assist in their day to day tasks. • Answer questions or resolve computer problems for network clients in person, via telephone, e-mail or with remote assistance tools. • Provide assistance concerning the use of computer hardware and software, including printing and program installation. • Set up computer equipment for employee use, perform or ensure proper installation of network cable, operating systems, and appropriate software. Show less

Desktop Technician

• Jan 2002 - Feb 2004

• Povided Desktop support to 200 users • Troubleshoot network connectivity and monitored network Remote Access Tools including VPN's and Mobile Device Technology • Set up and Administered backup policies and resolved data backup failures • Monitored and provided technical support to local and networked HP printers • Povided Desktop support to 200 users • Troubleshoot network connectivity and monitored network Remote Access Tools including VPN's and Mobile Device Technology • Set up and Administered backup policies and resolved data backup failures • Monitored and provided technical support to local and networked HP printers