Desktop Support Engineer

• Support Windows and Mac systems
• Work with 3rd party vendors to process RMAs
• Managed devices and users in Active Directory and Azure Active Directory as well as group policies.
• Desktop support responsibilities include operating system builds, fault diagnosis and manage tickets
• Onboard and Offboard Users
• Support A/V and presentation tours
• Utilize Microsoft 365 admin center to support users and groups
• Make recommendations for improvement in processes and procedures
• Ordering of computer supplies and keeping of inventory
• Utilize ConnectWise ticketing system
• Utilized Abnormal for email security and Sentinel One/BlackPoint for Endpoint security
• Datto for backups and device management

Travel to various sites across Missouri and Illinois to provide IT support
Utilized Managed Engine Ticketing system
Work with 3rd party vendor (Dell) to process warranty claims for repairs
Imaged laptops and desktops
Provided asset management by assigning devices to users, making devices were in the correct group policy and verified if devices were at end of life before disposal
Make recommendations for improvement in processes and procedures

Utilize Service Now Ticketing System
Managed software via SCCM
Host Microsoft Training Workshop
Managed devices in Active Directory as well as group policies.
Make recommendations for improvement in processes and procedures
Ordering of computer supplies and keeping of inventory
Desktop support responsibilities include operating system builds, fault diagnosis and manage tickets
Work with 3rd party vendors to process RMAs
Provided asset management by assigning devices to users, making devices were in the correct group policy and verified if devices were at end of life before disposal
Imaged laptops and desktops

Deskside Support Engineer
Ordering of computer supplies and keeping of inventory
Provide second-level support on tickets escalated from the Service Desk staff regarding IT issues and requests including, but not limited to
Desktop support responsibilities include operating system builds, fault diagnosis and management of open tickets with ServiceNow
Make recommendations for improvement in processes and procedures
Provided asset management by assigning devices to users, making devices were in the correct group policy and verified if devices were at end of life before disposal
Develops solutions to routine technical problems of limited scope
Managed devices in Active Directory as well as group policies.
Managed software via SCCM
Imaged laptops and desktops

Provided support for internal employees both over the phone and in person with hard
ware and software issues which included branch visits as well.
Worked on the Windows 10 migration project
Provided asset management by assigning devices to users, making devices were in the correct group policy and verified if devices were at end of life before disposal
Worked with the Security and Networking teams to keep them aware of any issues I found.
Create Knowledge base articles for solutions to issues.
Installs software via sccm, configures and administers computer hardware and software.
Create user accounts/access for network applications.Technical Support Analyst/Desktop Services Utilize Service Now Ticketing System Managed Active Directory Provided support for internal employees both over the phone and in person with hard ware and software issues which included branch visits as well. Worked on the Windows 10 migration project Provided asset management by assigning devices to users, making devices were in the correct group policy and verified if devices were at end of life before disposal Worked with the Security and Networking teams to keep them aware of any issues I found. Create Knowledge base articles for solutions to issues. Installs software via sccm, configures and administers computer hardware and software. Create user accounts/access for network applications.
IT Services and iOS