Senior Support Engineer
CurrentDemonstrate expertise with contemporary version of Microsoft Windows Desktop OS, Mac OS, SCCM to resolve end user requests or complete other tasks.• Respond and handle escalated tickets and questions from end users, and other IT groups and ensure a world-class IT service is delivered. • Research and review of technical solution, alternatives and proposals for system solutions, such as create a knowledge base article in ServiceNow.• Assist in planning, coordination and deployment of… Show more Demonstrate expertise with contemporary version of Microsoft Windows Desktop OS, Mac OS, SCCM to resolve end user requests or complete other tasks.• Respond and handle escalated tickets and questions from end users, and other IT groups and ensure a world-class IT service is delivered. • Research and review of technical solution, alternatives and proposals for system solutions, such as create a knowledge base article in ServiceNow.• Assist in planning, coordination and deployment of Microsoft Windows 10 and MacOS Sierra for US and China regions. • Collaborate effectively within and across IT organizational and geographic boundaries and provide support with world-class customer service and interaction skills.• Assist in Incident, Problem, Change and Knowledge management process.Key Accomplishments:• Managed internal and external contractors to successfully deploy Windows 10 and MacOS Sierra throughout ARM USA San Jose consisting of 300+ computers within 2 weeks (82%)• Collaborated across IT geographic boundaries to successfully deployed Windows 10 and MacOS Sierra throughout ARM China Shanghai consisting of 200+ computers within 1 week (80%). • Certified ITIL Operational Support and Analysis (OSA). Show less
