System Engineer

• Jul 2023 - Present

Provides direct technical support and assistance to end-users over the phone, in person and or remotely -Manages and handles all escalated tickets from Level1, identifies best solutions based on information provided by customers -Provides in depth technical support; diagnose and resolve problems ranging from Tier1 -3 type issues. Troubleshoots applications, errors, and operating systems (Windows10). Mitigates and handles system viruses, malware, spyware & Adware. Hardware component replacement and use of system imaging software to create and load images. -Proactively monitors and identifies trends and behaviors in systems support and address the findings or escalate to other IT team resources -Supports audio/visual systems (TVs, projectors, etc.), and video teleconference systems (VTC) -Contributes to timely and accurate communications with other parts of the organization regarding IT -Acts as the escalation line of support for complex IT support issues from helpdesk staff, employees and team members -Monitors, manages, and tests desktop system backups -Processes new hires, employee changes and separations including network and telephone account creations/modifications and coordination of equipment configuration and installation -Receives and tracks hardware assets according to policy and process equipment delivery/shipping as needed -Ensures that all assigned tasks are completed in a manner which meets regulatory requirements and updating or creating procedures to address any potential issues Show less

IT Technician

• Jan 2022 - Aug 2023

Auction Help Desk

• Aug 2019 - Jan 2022

Information Technology Assistant

• Jan 2018 - Aug 2019