Keith Cabrera

IT Service Desk Engineer

Charter Brokerage LLC

New York, NY

04.2017 - Current

Provided Tier 1-3 IT support to non-technical internal users through on site and remote support services.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Project engineer for various infrastructure enhancements: Windows Server environment upgrades, Print Server migrations, Endpoint Protection migrations (Trend Micro, Carbon Black, Windows Defender 365 E5), AD Sites and Services Management, CaaS VoIP migrations & architecture, On-Prem to O365 E5 Email migrations with ATP, Endpoint Imaging Deployments, SIEM, Data Center deployments & maintenance
Worked with various MSP's and vendors to evaluate, enhance and hardening of environment
Worked with IT department to develop NIST Business Continuity Plan
Training to internal users for cyber security awareness along with internal testing.
Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
Translated complex technical issues into digestible language for non-technical users.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Standardized job tasks and trained junior team members on industry best practices and standards.
Created patches and solutions to fix bugs in existing applications.
Evaluated latest technology innovations and adopted cost-effective, useful solutions.
Maintained flexible schedule and responded to after-hours and weekend emergencies.
Worked with users to determine areas of technology in need of improved usability.
Made recommendations regarding information technology infrastructure overhauls.
Optimized system security and performance with proactive infrastructure maintenances, change management & validations via test environments before deploying to production environments.
Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
Completed reports detailing network and systems performance, costs and downtime issues.
Spearheaded inventory control measures to replenish and maintain IT equipment, supplies, tools and replacement parts.
Automated nightly batch using Active Batch scheduler and created nightly jobs for database backups.
Conducted testing and troubleshooting for various software remotely and onsite for 80 server sets to maintain operational readiness across various sites.
Determined compatibility with various software by developing modification and integration programs.
Planned and implemented complex internet and intranet applications on multiple platforms.
Resolved issues and escalated problems with knowledgeable support and quality service.
Coached and mentored employees and offered constructive feedback for performance improvement.
Oversaw IT activities to maintain operations by maintaining laptops, tablets and PDAs for 400 users.
Kept software licenses current for computers and mobile devices.

Overview

Work History

IT Service Desk Engineer

Systems Engineer

Education

Networking A.A.S -

Skills

Timeline

IT Service Desk Engineer

Systems Engineer

Networking A.A.S -

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