Keith Cabrera
Service Desk Engineer
Yonkers,NY
Overview
9
9
years of professional experience
Work History
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.
Systems Engineer
Axiom Technology Group
Stamford, CT
02.2013 - 04.2017
Education
Networking A.A.S -
Westchester Community College
Valhalla, NYSkills
Software diagnosis
Technical issues analysis
Data recovery
Desktop support
Wide-area Networks
Application support
PC component diagnostics
Linksys
User credential management
Microsoft Outlook
Videoconferencing
Microsoft Office Specialist (MOS) Expert
Issue troubleshooting
Ticket support system management
Technical Support
Network diagnostics
Technical documents comprehension
Windows 10
Customer service expert
Application installations
Hardware and software installation
Web Security
Project Management
Quality assurance
SNMP monitoring
Subnetting expertise
8021x experience
DNS implementation
Port security knowledge
IP address structure
Enterprise WiFi management
Routing protocol expertise
Networking protocol expertise
Network security systems
Firewall management tools
Cisco equipment familiarity
Public speaking ability
Training and mentoring
Vendor sourcing
Interdisciplinary collaboration
Strategic planning
Forward-thinking mindset
Team Building
Compliance understanding
TCP/IP protocol
Customer proposals
Technical Analysis
Switches and routers
Microsoft Exchange
Cloud services
Firewalls, VPNs and security products
Storage virtualization
Network infrastructure administration
Network security
SonicWall
Firewalls
Operational Support
Staff education and training
TCP/IP
Remote System Analysis
Technical Support Triage
Support Ticket System Management
Network Infrastructure Monitoring
IT Service Management (ITSM) Oversight
Technical Documentation
Data Entry
First Aid/CPR
Troubleshooting
Cloud Computing
User support
Employee training
Virtualization
Diagnostic design
File system administration
Offboarding and onboarding
Program installations
Technical specifications
System upgrades
Hardware provision management
Technical education
Server maintenance
Hardware knowledge
Infrastructure planning
Servers expertise
Timeline
IT Service Desk Engineer
Charter Brokerage LLC
04.2017 - Current
Systems Engineer
Axiom Technology Group
02.2013 - 04.2017
Networking A.A.S -
Westchester Community College