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Edwin
Support Engineer with 4 years of IT helpdesk experience
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Competencies
Provided solutions for user issues related to Office 365, VPNs, printers, and networking.
Diagnosed and resolved software and hardware problems in a support environment.
Utilized remote desktop tools to assist users and troubleshoot issues remotely.
Read and analyzed logs to determine root causes of system issues to inform solutions.
Education
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Summary
Experienced technical support specialist with 4 years assisting end users with IT issues across diverse platforms, including Office 365, VPNs, and system troubleshooting.
Key Achievements
- Supported Commvault backup software and guided users through installation and troubleshooting.
- Analyzed logs to identify root causes of technical issues affecting end users.
- Provided remote technical support across Windows, Mac, and Linux operating systems.
Experience
Support engineer Level 2
Participate in team meetings to discuss current procedures when helping users., Complete tasks via ticket system (email and calls), Support application called Commvault system, Read and analyze logs to determine root cause of issues., Help users to use Commvault software to run their backups efficiently., Troubleshoot installation and upgrades of Commvault Software.