Summary
- Seasoned PC System Engineer with over 20+ years of expertise in designing, implementing, and maintaining robust PC systems and networks. Proficient in managing complex hardware and software environments, optimizing system performance, and troubleshooting technical issues to ensure seamless operations. Demonstrated success in leading cross- functional teams, driving technology upgrades, and delivering innovative solutions tailored to business needs. Adept at ensuring compliance with industry standards,and enhancing overall IT infrastructure efficiency. Committed to leveraging technical acumen and problem-solving skills to support organizational growth and technological advancement. Avid interest in current state-of-the-art computer technology. Knowledge of PC software/hardware compatibility specializing in Microsoft Windows, Apple Mac OSX, & Linux environments
MSP (2021-Present)
Systems Engineer II
- Receive & respond to escalated service requests, incidents and change requests in a timely manner.
- Maintain accountability to lower tier technical team members to assist with escalations that stretch beyond the tier 1 and/or tier 2 scope of support.
- Train and educate VC3 clients on technical standards.
- Troubleshoot and resolve issues with:
- Customer line-of-business (LOB) applications and common applications like web browsers and Microsoft Office
- General network connectivity including ISP
- Common networking technologies such as DHCP and DNS
- Wireless network performance and accessibility
- Firewalls, switches, and routers
- Remote access technologies including VPN, RDS, and Citrix
- Operating systems on servers, desktops, and laptops
- Complete technical administrative tasks such as:
- Virus/malware removal
- Add/remove/change virtual server resources
- AD/365/application password resets
- Provide mentorship to lower tier technical team members
- Identify recurring issues and initiate problem tickets for them
- Make recommendations for improvements of supported hardware and software
- Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process
Delta Airlines (2018-2020)
IT Field Engineer
- Responsible for implementation and support of desktop devices, applications, peripherals, telephone systems, network devices, airline specific equipment (Kiosk, Flight Information Display Systems, Ramp Information Display Systems) and multiple server platforms.
- Perform, as specified in the Service Request, the physical relocation of any IT infrastructure devices (PC workstations, peripheral devices, phones, network routers, airport devices, etc.).
- Perform upgrade services (adding to or changing a workgroup computer, workgroup peripheral, or software) as specified in the Service Request.
- Troubleshoot and resolve all hardware and software problems supported by Operations.
- Communicate with the Field Planning and Project Management organization. Duties may include research, providing input into work orders, and occasional assistance with site surveys.
- Perform preventative maintenance on operational devices.
- Coordinate external vendor services.
- Install, customize, maintain, test, and troubleshoot operating systems and other systems software
- Provide on-site, and on-call support, as needed.
- Provide technical support, as needed, to the enterprise.
- Configure, install, maintain, test, and troubleshoot hardware systems
- Perform root cause analysis to quickly recover from service interruptions, and to prevent recurring problems.
- Implement changes to platforms with minimal impact to the business by following enterprise standards and procedures.
- Coordinate activities with internal/external technology owners/service providers
SaaS (2015-2018)
IT Support Engineer
- Provide 2nd level support and problem analysis for a sales and marketing applications
- Resolves issues related to supported applications and ensures that the client is utilizing appropriate processing procedures
- Contributes to IT internal knowledge base
- Participates in project teams for the rollout of new versions/functionality or migration activities
- Applies problem-solving abilities to familiar technical issues
- Ensures that company standards and policies are followed
- Ensure that all required application support documentation exists and is maintained
- Develop supplemental end-user training materials
- Provide user training (project-related/based on logged incidents)
Skills
Windows Server, Azure, Microsoft/Office 365 , Active Directory, GPOs, Routing and Switching, Firewalls , VPNs , Virus and Security , TCP/IP, DHCP , DNS , Hyper-V , VMWare , Maintenance, Help desk, Communication skills, Software Troubleshooting, System Administration, Networking, Windows, MacOSX, and Linux, Citrix, Google Administrator, Hardware troubleshooting, Mobile Device Management, Virtualization, Printers, Meeting Rooms
