Zachary Sylvia
Senior IT Support Engineer
Swansea,MA
Summary
Professional IT specialist with 9+ years of experience in fast-paced support environments. Service experience ranging across most operating systems and computer hardware repair environments. Seeking to advance career into IT management and/or systems administration.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Senior Support Engineer
Motion Recruitment Partners, LLC.
Boston , MA
01.2022 - Current
- Created user accounts and assigned permissions.
- Collaborated with outside departments to implement system-wide improvements.
- Provided support to international users in 24/7 uptime environment, often working extended shifts to accommodate time zones.
- Developed comprehensive documentation for technical procedures, ensuring consistency and accuracy in problem resolution
- Diagnosed and troubleshot hardware, software and network issues.
Remote Support Engineer
Coretelligent
Boston , MA
05.2021 - 01.2022
- Assist users from hundreds of different companies with issues ranging from standard desktop support to server administration and website upkeep
- Extensive experience in Microsoft/Azure active directory management across numerous companies
- Provide excellent remote support in a fast and efficient manner
- Monitor Ticket queues and escalations via AutoTask and ServiceNow
- Create and update documentation surrounding repair techniques as well as server configurations and management.
- Managed a team of 4 employees and helped to grow a knowledge base around a specialized group of clients.
Senior Break/Fix Technician
DXC Technologies
Middletown , Rhode Island
03.2020 - 05.2021
- Manage tickets through ServiceNow and manage asset deployments in active directory
- Support over 800 users in a Department of Defense (DoD) environment.
- Mentored new technicians in maintenance, repair, and reporting duties.
- Maintained inventory of repair parts for several models of computers and iPhones.
- Addressed routine equipment maintenance according to established schedule alongside troubleshooting day-to-day problems.
Advanced Repair Agent, Apple Specialist
Geek Squad - Best Buy
Dartmouth , MA
01.2017 - 06.2021
- Complete Apple iOS diagnostics, iPhone physical damage repairs and product replacements within a specified timeframe
- Worked as the Apple Specialist and was certified in iOS and Apple Hardware diagnostics and repairs.
- Performed regular upgrades to update systems and improve operability.
- Assembled, maintained, and repaired system hardware.
- Maintained inventory of repair supplies and ordered parts.
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
- Provided technical advice and guidance to customers on use and maintenance of products.
Education
Bachelor of Science - Technology
University of Massachusetts
Dartmouth, MA 01.2019 - 12.2019
Bachelor of Arts - Political Science
University of Massachusetts - Dartmouth
Dartmouth, MA 08.2013 - 05.2017
Skills
Microsoft Windows 95 - 11
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Senior Support Engineer
Motion Recruitment Partners, LLC.
01.2022 - Current
Remote Support Engineer
Coretelligent
05.2021 - 01.2022
Senior Break/Fix Technician
DXC Technologies
03.2020 - 05.2021
Bachelor of Science - Technology
University of Massachusetts
01.2019 - 12.2019
Advanced Repair Agent, Apple Specialist
Geek Squad - Best Buy
01.2017 - 06.2021
Bachelor of Arts - Political Science
University of Massachusetts - Dartmouth
08.2013 - 05.2017
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