Andy Sousa
Brockton,MA
Summary
Enthusiastic ServiceDesk Engineer with a strong drive to contribute to team success through dedication, meticulous attention to detail, and exceptional organizational skills. Motivated to continuously learn, grow, and excel in the field of Information Technology.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Service Desk Analyst 2
EngageSmart
12.2022 - 01.2024
- Engaged in user support interactions via telephone, chat and email platforms.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
IT Service Desk Engineer
GoTo
01.2022 - 12.2022
- Triaged and provided Level 1 & 2 remote/onsite IT support to non-technical internal users and executive team
- Resolved 20 diverse range of technical issues across Windows and mac applications for end-users across various time zones
- Administrated and managed SaaS tools including Microsoft Office suite, Slack, Azure Active Directory
- Facilitated new hire IT onboarding orientations on biweekly basis
- Created documentation on troubleshooting of technical processes to support colleagues
- Configured audio visual equipment for conference rooms and company-wide webinars.
IT Services Intern/ Specialist
GoTo
01.2020 - 01.2022
- Provided quick on-premise technical support at 'walk up' desk for two hours on a weekly basis
- Imaged and deployed approximately 20 Dell, Lenovo, and Apple devices weekly in compliance with company policies
- Sorted, organized and maintained laptop inventory and peripheral equipment
- Answered Helpdesk phone queue and logged requests as IT tickets
- Repaired hardware components on Windows based machines
- Deployed and managed 100+ Apple devices via Jamf Pro.
Education
Certificate of Completion - Information Technology
Year Up Greater Boston
Boston, MA07.2020
Certification
04/22, Big Sur: Support Essentials macOS 11
01/23, Okta Essentials
Technical Skills
- Operating Systems - Proficiency in Windows, macOS, iOS, Android
- Microsoft 365 troubleshooting
- Google Workspace Administration
- Remote Support - Using tools like Remote Desktop, TeamViewer, or other remote access software to assist users
- Basic Network Configuration
- Adobe Creative Cloud support
- VPN & Network troubleshooting
- Hardware Repair - Troubleshooting and repairing physical components like computers, printers, and peripherals
- Virtual machines - VMware, Parallels Desktop for Mac
- Azure Active Directory
- Software Installation and Maintenance - Installing, updating, and configuring various software applications
- Incident Management - Handling and prioritizing support requests and escalations
- Documentation - Creating and maintaining clear technical documentation and knowledge base articles
Timeline
Service Desk Analyst 2
EngageSmart
12.2022 - 01.2024
IT Service Desk Engineer
GoTo
01.2022 - 12.2022
IT Services Intern/ Specialist
GoTo
01.2020 - 01.2022
Certificate of Completion - Information Technology
Year Up Greater Boston
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