PROFESSIONAL SUMMARY
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
EXPERIENCE
MSP (2021-Present)
Remote Support Engineer
- Collaborate with teams to troubleshoot complex issues, resulting in improved performance and reliability.
- Provide technical support to colleagues in order to resolve engineering issues quickly and effectively.
- Communicate regularly with clients throughout the course of each project.
- Install operating systems, applications, and drivers on new computers.
- Resolve customer inquiries with a high degree of accuracy and speed.
- Manage user accounts, permissions and access rights in Active Directory to facilitate access to company resources.
- Access HyperV Manager to troubleshoot RDS access issues from thin client machines
- Maintain an accurate inventory of IT assets such as computers and printers.
- Develop documentation including manuals and troubleshooting guides for end users.
- Train new staff members on helpdesk procedures and best practices.
- Manag ticket queues efficiently ensuring that all tickets are addressed promptly.
- Utilize remote access tools to provide remote desktop support for customers.
- Troubleshoot computer hardware, software, network, and printer-related problems.
- Implement security measures such as firewalls or antivirus software to protect against malicious attacks.
- Handle customer complaints and escalated issues according to procedures.
- Handle escalation cases efficiently and effectively and with high importance.
- Diagnose issues through process of elimination by asking probing questions.
- Deploy new PCs, laptops for users with OS installation and configuration of required applications, software’s.
- Interpret and communicate customer issues through internal case tracking system.
- Develop training materials and procedures, and train users in proper use of hardware and software.
Medical Technology (2019-2021)
Field Support Engineer
- Exhibited strong communication skills while interacting with customers at all levels.
- Collaborated closely with other departments to ensure successful implementation of new technologies.
- Trained end users on proper use of equipment and software applications.
- Utilized excellent problem-solving skills to identify root causes quickly and accurately.
- Created detailed documentation of system configurations and processes for future reference.
- Provided on-site technical support services such as diagnostics, repairs, upgrades.
- Adhered to established service level agreements when responding to customer queries.
- Provided technical assistance over the phone or via email for remote customers.
- Developed expertise in system administration, maintenance, and user support for multiple platforms.
- Created reports from the EMR database for management review on a regular basis.
- Conducted in-depth training sessions with staff to familiarize them with EMR system operations and procedures.
- Served as an expert resource on EMR policies, procedures, workflow and best practices.
- Provided technical support to end users regarding use of Electronic Medical Records software applications.
EDUCATION
- Associate in applied science (A.A.S.) in Web Design & Development
CERTIFICATIONS
- CompTIA A+
SKILLS
- Azure Active Directory
- Sharepoint
- Exchange
- Microsoft Intune
- DNS
- HyperV
- Group Policy
