CORPORATE ENGINEERING SUPPORT TECHNICIAN Summary TECHNICAL SUPPORT ENGINEER Technical Support Telecom Support Networking Support Software/PC/LAN Troubleshooting Accomplished Technical Support 4 years experience troubleshooting maintaining user applications, workstations, accounts across multiple platforms (OS X, Linux, Windows, Android, iOS). Updated written user-facing IT-facing technical. *Provides outstanding customer service strong ability communicate technical concepts non-technical manner. Known patience dealing frustrated users. Highlights Installing, Configuring, Troubleshooting Windows, Linux OS X Installing, Configuring, Troubleshooting SoHo Networks Creating Updating documentation Software Installation, configuring, Troubleshooting Implementing, Configuring network End User Security Mobile device Support Printer Support CLI Knowledge VOIP, Video Chat Support Critical Thinking Root Cause Analysis Encryption File Structures Network Protocols AAA Security Model Accounts Group policy Browser Support TECHNOLOGY PROFICIENCIES Operating Systems: Windows 7-10, Ubuntu 14.04, OS X 10.8-10.11, ChromeOS, iOS9, Android Applications: MS Office 2010-2016 (Word, Excel, PowerPoint, Outlook), Google Apps (Drive, Docs, Sheets, Slides, Keep, Forms, Sites), Google Drive Sync Client, Internet Explorer, Firefox, Chrome, Safari, Edge, OpenVPN, Wireshark, Sublime Text, MSRA, Microsoft RDP, OpenSSH, Puppet, SCCM 2012 iOS-MDM Networking TCP/IP, DNS, DHCP, LAN/WAN, VPN/Remote Connectivity OpenVPN, basic Cisco iOS, Microsoft Virtual PC/Hyper-V, TeamViewer, Terminal Services, Netgear, Linksys, Firewall, Ports, experience Routing Switching (OSPF BGP VLAN STP), Strong desire learn Hardware: Dell, HP, IBM/Lenovo, Apple, Microsoft, desktop, laptops. Android Smartphones tables, wearables. iPhones iPads. Printers, Routers, Switches, Modems, Wireless Routers, Video Conferencing equipment (TV, Projectors, Microphones, Speakers) Security: Basic knowledge IPSEC SSL-VPN NAT GRE, experience Authentication Protocols (Radius TACACS), Strong desire learn more. Experience Corporate Engineering Support Technician 01/2015 Current Company Name City State Remote Support 120,000 employments. Supported A wide variety platforms including Windows, OS X, Linux (Ubuntu 14.04 LTS), ChromeOS. Installed/uninstalled, configured, troubleshot end user software (i.e. SolidWorks, CAD, MSI, exe installers, dpkg binaries, dmg binaries) system management software (SCCM Puppet). Managed user account access Active Directory Google Groups based Google's security policies. Change, reset lock user accounts. User name changes setup account/email aliases Google, Google X, Nest. Collaborate IT infrastructure teams (Linux, WinOps, SecOps, NetOps) resolve difficult issues infrastructure outages. Help Desk Support Analyst II 06/2012 08/2014 Company Name City State Provided Remote call center support 600 New York Life Insurance agents. Advised agents recommended specifications computer equipment based agent's needs. Installed New York Life software along WinMagic SecureDoc Windows encryption. Reset agent port passwords access OWA. Installed troubleshot end user software (Microsoft Office 2003-2008 including Outlook). Implemented Security Windows Firewall, Antivirus software, browser hardening. Troubleshot end user issues windows, Malware, software updates account creation. Worked New York Life software team adapt modern standard digitally download instead CD-ROM distribution via mail service software updates. Contributed revamping new employees trained streaming information needed learn functions job. Pushed New York Life standardize computer hardware Version Windows agent buying handle modern software. Using Pluralsight.com, I taught basics Help Desk Support CompTIA A+(801/802) training courses. I learned Must knowledge Network concepts troubleshooting CompTIA Network+(N005) course. Building learning basics general computer networking troubleshooting I learned concepts security CompTIA Security+(SY0-301) course. CBTNuggets.com. Certifications Using CBTNuggets.com, I continued build system administration skill CompTIA Linux+/LPIC-1 course. I built Microsoft Windows Server MCSA 410, 411, 412 course. I updated prior knowledge CompTIA Network+(N006) Security+(SY0-401). Continuing Networking I taking course Cisco's CCNA. I also moving forward security. I taking EC Council Certified Ethical Hacker(v8.0) course. To understand system management better I learning Bash scripting Python. Skills A+, Active Directory, Antivirus, Apple, Bash, Basic, BGP, CAD, call center, CCNA, CD-ROM, CLI, Cisco iOS, Cisco, com, Hardware, computer hardware, Council, Critical Thinking, Encryption, Client, Dell, DHCP, documentation, DNS, Edge, email, Firewall, Forms, Help Desk Support, HP, IBM, Insurance, Internet Explorer, LAN, laptops, Linux OS, Linux, access, Excel, mail, Microsoft Office, MS Office, Outlook, PowerPoint, Windows 7, Microsoft Windows, Windows, Word, Modems, MSI, Networking I, Network, Networking, Networks, Operating Systems, OS, OSPF, policies, Printer, Printers, Protocols, Python, Routers, Routing, scripting, Software Installation, SolidWorks, SSL, Switches, system administration, tables, TCP/IP, TV, troubleshooting I, Troubleshooting, Video, Video Conferencing, VPN, VOIP, WAN