OBJECTIVE
Seeking for full-time employment as a 3 or higher technical support, which will provide the opportunity for me to advance further within my IT career.
Experience
MSP (2018-Present)
Network Engineer
- Perform duties of a Help Desk
- Provide multiple clients with technical IT support for their computer server equipment, laptops, printers applications, VPN, etc.
- Train new employees on the company software and hardware.
- Assist clients remotely with their computers using Log Me In and ConnectWise Automate, and Datto.
- CI Tool.
- Work with Datto RMM for remote control and the tools within this software to identify problems.
- Pilot new programs designed to better assist the clients.
- Work remotely on client issues server or machine related.
- Assist with remote user issues on a terminal server environment.
- Work on server issues and machine upgrades /maintenance.
- Assist with server migration to a data center and starting building servers (file server, domain controller).
- Assist with email migrations from hosted exchange to MS Office 365.
- Manage Office 365 on the web portal for Exchange and Teams.
Small IT Company (2015-2016)
Technician
- Provided level 1 IT and cloud support to commercial customers.
- Tasked with additional responsibilities as additional experience and knowledge is gained.
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Served as the first point of contact for customers seeking technical assistance over the phone or email and responded to queries either in-person or over the phone.
- Performed remote troubleshooting using diagnostic techniques that were based on the issue and details provided by customers.
- Guided the customer through the problem-solving process when issue has been resolved.
- Directed unresolved issues to the next level of support personnel and submitted any feedback or suggestions by customers to the appropriate internal team.
- Documented solutions to specific issues in specific logs.
- Followed up and update customer status and information.
Licenses & Certifications
- CompTIA A+ – CompTIA
- Google Cybersecurity Certification – Google
Skills
- A+ certified
- automate
- automotive
- computer hardware
- control
- customer relations
- help desk support
- laptop computers
- Microsoft Access
