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Scott
Scottcsmith77@gmail.com
352-474-8704
7525 Townsend Rd
Jacksonville, FL 32244
IT Support Engineer
9 years experience W2
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Average rating
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Summary

  • Desktop Support Engineer with over 7 years of experience
  • User Training
  • Remote Connection and VPN Support
  • Outstanding Customer Service Skills
  • Experience with Windows 10, VMware, Linux, Microsoft Exchange, Windows Server 2016, PowerShell, Service Now, Office 365, and various other applications
  • SCCM software configuration & deployment
  • Citrix software configuration and troubleshooting
  • Active Directory configuration and administration
  • Azure account administration
  • Network Connectivity Management, Solarwinds, Goverlan
  • Desktop and Laptop Hardware Repair
  • VOIP, Avaya and Cisco phone systems
  • System installation, Updates, and Recovery Skills

Experience
IT Support Analyst
Information Technology
Jan 2021 - present
Jacksonville, FL
  • Ensure timeliness of response and resolution of tickets
  • Monitoring and oversight of service-related tickets
  • Client computing technology, operation, and effectiveness
  • IT inventory and asset tracking
  • Client technology management (Hardware, configuration, operating systems, upgrades)
  • Client Patch management and security (backups, antivirus, malware)
  • Operating system (fixes, patches, new version, migration)
  • Own the implementation and continuous improvement of client computing technology
  • Involvement in establishing user accounts, profiles, file shares, access privileges, monitoring of usage, and resolving user access issues
  • Development of desktop, laptop and mobile device imaging and management
  • Assist with the management of Active Directory and Group Policies
  • Assisting the IT team in various areas of technology
  • Continual improvement of processes and services
  • Support IT operations
  • Assist with supporting users
Database Backups Database Upgrades MS Active Directory Patch Management Mobile Devices Malware Desktop Support Microsoft Server
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TSG Technician
Information Technology
Jul 2020 - Dec 2020
Jacksonville, FL
  • Provides Tier 2 customer support which included resolution and escalation of desktop hardware, software technical problems, and technical support
  • Installs, maintains and optimizes desktop /notebook configurations at customer sites
  • Diagnose, troubleshoot, and resolve software, hardware, and network issues
  • Diagnoses and resolves product performance problems, Wi-Fi, printers
  • Performs advanced troubleshooting techniques to address complex technical issues
  • Desktop installation and network components
  • Documents service orders and perform follow up of completed orders for management information reporting and customer satisfaction.
  • Provided on site technical support; Install and repair workstations; Perform maintenance tasks on workstations
Printers Technical Support Scala Database Maintenance Desktop Support Microsoft Server Network Administration
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Field Tech Senior Analyst
Information Technology
Jan 2019 - Jun 2020
  • Diagnoses and troubleshoot problems encountered with personal computer hardware, software and peripherals.
  • Documents service orders and perform follow up of completed orders for management information reporting and customer satisfaction.
  • Configure software and patches for SCCM
  • Serve as Technical lead
  • Administer and maintain Office 365
  • Communicate with client on projects and events
  • Performs advanced troubleshooting techniques to address complex technical issues
  • Hardware refresh
  • Break fix support for laptops and desktops
  • MS Office and application support
  • Inventory management
  • Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, and peripherals.
  • Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals
  • Installs, maintains and optimizes desktop /notebook configurations at customer sites
  • Diagnoses and resolves product performance problems, Wi-Fi, printers
  • Imaging Laptops and Desktops for new users
Application Support Database Maintenance Desktops Laptops MS SCCM Office 365 Patch Management Printers Desktop Support
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Service Desk Field Technician II
Information Technology
Oct 2015 - Dec 2018
Gainesville, FL
  • Desktop installation and network components
  • Provided desktop support related to operations, software, installation and configuration
  • Provided Tier 2 customer support which included resolution and escalation of desktop hardware, software technical problems, and technical support
  • Responsible for delegating tasks; Maintaining equipment inventory; Providing training to end users
  • Responsible for ensuring that the technical team’s objectives and goals were met
  • Maintained customer service records and updated the records as issues were resolved
  • Assisted end users to recommend desktop hardware and software requirements
  • Develop written information about the organization’s computing systems that aid in their use, support and development
Desktops Desktop Support ServiceDesk Technical Support Scala
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Elder Options
Information Technology
Mar 2014 - Oct 2015
Gainesville, FL
  • Assisting with management of the computer network system and performs troubleshooting tasks to assure the system is fully operational with a minimum of down time.
  • Assist with administering and configuring file/print, e-mail and web servers configures network switches configuring routers administering firewalls.
  • Assist with providing desktop management managing user accounts and permissions.
  • Maintains agency warehouse inventory.
  • Assist with performing network administration duties to assist Elder Options' performance of Aging and Disability Resource Center functions.
  • Assist with the responsibility for management of a system of data storage and retrieval.
  • Assist with designing and implementing procedures to audit the accuracy and reliability of data processing operations.
  • Assist with evaluating the effectiveness and efficiency of the Agency's management information systems.
  • Assist with providing training to personnel as required and performing software upgrades and OS migration as necessary
  • Assist with performing daily backups of all systems and ensuring safe management of media in accordance with disaster recovery plans. Ensuring efficient and economical utilization of equipment and resources.
Auditing Database Backups Database Upgrades Disaster Recovery Firewall Network Administration Routers Switches
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IT Specialist
Information Technology
Feb 2014 - Oct 2014
Gainesville, FL
  • Provide on site technical support to all users.
  • Diagnose, troubleshoot, and resolve a wide range of software, hardware, and network issues.
  • Install and repair workstations.
  • Deploy operating systems in new computers, install necessary components, and software.
  • Create and configure new users and Exchange email accounts. Manage settings and configurations.
  • Perform maintenance tasks on workstations.
  • Manage Active Directory for small business servers.
  • Create and manage clients Active Directory structures, security rights, network drives, and printer configurations.
MS Active Directory Technical Support Database Maintenance
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Technical Systems Consultant
Information Technology
Feb 2013 - Mar 2014
Gainesville, FL
  • Provided remote and onsite technical support to external clients.
  • Diagnosed, and resolved a wide range of software, hardware, and network issues.
  • Prioritized help tickets efficiently, tracked production and billable hours, ticket documentation and follow up with clients using Connectwise.
  • Used Kaseya to manage client issues and remote connectivity access.
  • Deployed operating systems in new computers, installed necessary components, and software.
  • Created and configured new users and Exchange email accounts. Managed client settings and configuration.
  • Performed maintenance on workstations.
  • Managed Active Directory for small business servers.
  • Created and managed clients Active Directory structures, security rights, network drives and printer configurations..
  • Customer service and client education on new or updated software and hardware.
Project Management Database Maintenance MS Active Directory Technical Support Network Administration Desktop Support
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Edit Skills
Non-cloudteam Skill
Education
Networking Services Technology
Santa Fe College 2013
Automotive Technology
Santa Fe College 1998
Newberry High School
Certifications
A + Certified * Remote connection * Network Connectivity
Network + Certified support Management
Network + Certified
A + Certified
Skills
Desktop Support
2022
7
Technical Support
2020
5
Desktops
2020
4
Database Maintenance
2020
3
Network Administration
2020
3
Scala
2020
3
ServiceDesk
2018
3
Database Backups
2022
2
Database Upgrades
2022
2
MS Active Directory
2022
2
Patch Management
2022
2
Application Support
2020
1
Auditing
2015
1
Disaster Recovery
2015
1
Firewall
2015
1
Laptops
2020
1
Malware
2022
1
Microsoft Server
2022
1
Mobile Devices
2022
1
MS SCCM
2020
1
Office 365
2020
1
Printers
2020
1
Project Management
2014
1
Routers
2015
1
Switches
2015
1
Avaya
0
1
Cisco
0
1
Citrix
0
1
Customer Service
0
1
Linux
0
1
Microsoft Exchange
0
1
MS Azure
0
1
Network Connectivity
0
1
PowerShell
0
1
SolarWinds
0
1
VMWare
0
1
VoIP
0
1
VPN
0
1
Windows
0
1
Windows Server
0
1