Maikol Silva

In my role as an Desktop Support Engineer, I manage the IT needs of 100-150 on-site employees and six offsite offices. I handle support calls, provide IT expertise over the phone, and remotely resolve issues for users in other offices. I am responsible for setting up desks and onboarding new hires, as well as managing terminations. Working collaboratively with my team, I ensure timely completion of our duties, manage users through Google Admin and Active Directory, maintain updated systems, and ensure the integrity and availability of our assets. Additionally, I enforce role-based access control (RBAC) and adhere to confidentiality, integrity, and availability (CIA) standards.

Active Directory Management :

• Created and managed user accounts and permissions.
• Utilized Attribute Editor for detailed user account management
• Handled BitLocker keys, account unlocking, and password changes
• Assigned users to appropriate groups
  

Microsoft Configuration Manager :

• Deployed and managed scripts for automated tasks.
• Remotely accessed and managed computers.
• Monitored and reported on computer and user status
• Install client and application groups
  

Vulnerability Management using Rapid7 and Lansweeper :

• Used Rapid7/Lansweeper to track and address system vulnerabilities and active threats in our domain environment
• Implemented solutions to mitigate risks and improve security
  

Domain Management :

• Added and removed computers from the domain using control panel.
• Ensured seamless integration and security of devices within the network
  

Zoom Administration :

• Troubleshot Zoom-related issues
• Assigned and managed Zoom users
  

Google Admin Management :

• Managed users and resources through Google Admin.
• Setting up MFA and managing back up codes to ensure security of the environment
  

Remote Support :

• Provided remote assistance using Anydesk and Microsoft Configuration Manager
  

ESET Management :

• Ensured domain security through proficient use of ESET management tools
  

System Imaging and Updates :

• Imaged new and existing computers.
• Ensured systems were updated with the latest OS and patches

Other Job duties and skills

• Configured hardware, devices, and software to set up work stations for employees.
• Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Monitored system performance to maintain system integrity.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Walked individuals through basic troubleshooting tasks.
• Documented support interactions for future reference.
• Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
• Troubleshot potential problems and eliminated before issues escalated or cascaded.
• Patched software and installed new versions to eliminate security problems and protect data.
• Installed and configured operating systems and applications.
• Diagnosed and troubleshot hardware, software and network issues.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Created user accounts and assigned permissions.
• Generated reports to track performance and analyze trends.

• Led and motivated a high-performing team through effective communication, coaching, and mentorship
• Established team goals, monitored progress, and implemented strategies to enhance overall group performance
• Developed and executed strategic plans aligned with organizational objectives, resulting in increased efficiency and productivity
• Identified opportunities for growth and improvement, implementing initiatives to optimize group performance
• Call in to the marketplace and identify traveling nurses and allied health professionals who do or plan to work traveling contract assignments in order to build your portfolio
• Conduct comprehensive interviews with the clinicians you recruit in order to gain an understanding of their skill-sets, wants and needs pertaining to assignments
• Establish rapport, network with and develop strong professional relationships with the clinicians in your database
• Present your clinicians with job opportunities at BHS's clients
• Provide high-quality customer service to ensure all assignments are running smoothly.

• Demonstrated leadership in achieving and exceeding sales targets, consistently driving team performance
• Led a sales team to effectively promote and sell T-Mobile products and services
• Ensured exceptional customer service standards within the store, resulting in high customer satisfaction ratings
• Addressed customer inquiries, resolved issues promptly, and maintained a customer-centric focus
• Trained, coached, and mentored sales associates to enhance product knowledge and sales skills
• Fostered a positive and collaborative team culture, promoting a customer-first mindset
• Monitored and managed inventory levels to prevent stock outs and overstock situations
• Implemented effective inventory control measures to optimize product availability
• Executed and supported promotional activities and marketing campaigns to drive store traffic and sales
• Collaborated with marketing teams to implement in-store promotions effectively
• Maintained up-to-date knowledge of T-Mobile products, services, and promotions
• Conducted regular training sessions for the team to ensure product knowledge alignment
• Implemented and maintained efficient store operations, including opening and closing procedures
• Monitored and managed cash handling processes to ensure accuracy and security
• Implemented performance metrics to track individual and team sales performance
• Conducted regular performance evaluations and provided constructive feedback for continuous improvement
• Addressed and resolved customer and employee concerns promptly and professionally
• Implemented effective problem-solving techniques to mitigate challenges and maintain a positive work environment.

• Engaged customers in a friendly and approachable manner, providing a positive in-store experience
• Assisted customers in selecting the right Cricket Wireless products and services based on their needs
• Maintained in-depth knowledge of Cricket Wireless products, plans, and promotions
• Communicated product features and benefits to customers to drive sales and customer satisfaction
• Consistently met or exceeded sales targets through effective customer engagement and product knowledge
• Implemented upselling and cross-selling techniques to maximize revenue opportunities
• Assisted customers with technical issues, device troubleshooting, and product demonstrations
• Provided guidance on Cricket Wireless device features, applications, and settings.

• Supervised and led a team of employees during shifts, ensuring a positive and productive work environment
• Provided guidance and direction to team members, fostering a strong sense of teamwork
• Ensured excellent customer service by coaching staff on service standards and addressing customer inquiries or concerns
• Implemented strategies to enhance customer satisfaction and loyalty
• Oversaw order processing, ensuring accuracy and efficiency in fulfilling customer orders
• Managed peak times and high-volume orders, coordinating with the team to meet customer demands
• Maintained quality control standards for food preparation, ensuring adherence to Little Caesars' recipes and guidelines
• Conducted regular inspections to guarantee the consistency and quality of products
• Trained new employees on company policies, procedures, and job responsibilities
• Provided ongoing coaching and feedback to staff to enhance performance and skills.