Zachary Sylvia
Senior IT Support Engineer
Swansea,MA
Summary
Technical support professional with wealth of experience in resolving complex technical issues and ensuring system reliability. Possesses strong focus on team collaboration and delivering results that drive customer satisfaction. Known for adaptability and ability to thrive in dynamic environments, with keen eye for detail and strong analytical skills.
Overview
10
10
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
MacOS Tiger (104) - Sonoma (14)
Microsoft Office 365
Active Directory Administration - MSAutoTask, ServiceNow, FreshService
CAndroid, iOSTCP/IP, DNS, DHCP, SMTP, VMwareWorkflow PlanningRemote Technical Support
Hardware and software installation
Project Management
Staff education and training
Technical documents comprehension
Work 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