Windows 7
Tyler Smith
IT Service Desk Engineer
Charleston,SC
Summary
Technical Service Desk Engineer with 5 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in Technical Support and subject matter expert on Windows Servers, Windows Desktops, and Microsoft 365. Established reputation as a sharp technology expert when working with customers to identify and deploy solutions.
Overview
6
6
years of post-secondary education
5
5
years of professional experience
Work History
Technical Support Lead
Extra Mile Technology Services
Auburn , NY
09.2016 - Current
- Managed and configured UniFi network devices
- Setup and maintained customer's Microsoft 365 instance to their needs.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Installed new software, rolled out updates and applied patches to Windows servers, and edge devices upon release to prevent threats from penetrating networks.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Configured hardware, devices, and software to set up work stations for employees.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Brake down and evaluated user problems, resolve issues using scripts, personal expertise and probing questions.
- Increased sales by educating customers and prospects on benefits of products and services in comparison to competitors.
- Retained existing clients and developed 20+ new accounts by extending high quality and efficient support service.
- Assisted customers with product selection based on stated needs, proposed use, and budget.
- Used ticketing systems to manage and process support actions and requests.
Education
High School Diploma -
Auburn High School
Auburn, NY 09.2012 - 06.2016
Certificate of Completion - Computer Systems And Network Administration
Cayuga-Onondaga BOCES
Auburn, NY 09.2014 - 06.2016
Skills
Customer support
undefinedSoftware
Windows Server 2008
Windows Hyper-V 2016
VMWare ESXI 55
N-able NCentral
UniFi
ConnectWise Control
Office 2010
ConnectWise Manage
Hardware
UniFi Access Points
UniFi Switches
UniFi Unified Security Gateway (USG)
Dell SonicWalls
Dell Switches
Dell Desktop
Dell Servers
HP Servers
HP Desktops
Timeline
Technical Support Lead
Extra Mile Technology Services
09.2016 - Current
Certificate of Completion - Computer Systems And Network Administration
Cayuga-Onondaga BOCES
09.2014 - 06.2016
High School Diploma -
Auburn High School
09.2012 - 06.2016
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