Vincent Klein
Philadelphia
Summary
Technical Support Engineer with 18+ years of experience delivering high-quality IT support in fast-paced enterprise environments. Expertise in diagnosing and resolving complex hardware, software, OS, and authentication issues across Windows and macOS platforms. Strong communicator known for translating technical concepts into clear, actionable guidance, consistently improving resolution times and customer satisfaction.
Overview
18
18
years of professional experience
Work History
Level 2 IT Support Analyst
Cognizant
11.2024 - Current
- Supported Windows 10 and Windows 11 endpoints in a large enterprise environment, delivering both hands-on and remote technical support to company personnel.
- Troubleshot and resolved operating system issues, security update failures, and authentication problems involving PingID and Windows Hello, ensuring secure and reliable user access.
- Provided application support for enterprise software, including SAP, minimizing downtime, and maintaining productivity.
- Utilized ServiceNow to manage incidents and requests, consistently meeting SLA requirements through timely triage, escalation, and resolution.
- Performed device imaging, provisioning, and deployment of Windows 10/11 PCs for on-site users, enabling fast and smooth onboarding.
- Conducted hardware replacements and upgrades, including desktops, laptops, and peripherals, while maintaining accurate documentation.
- Executed regular OS updates, software installations, printer maintenance, and hardware upgrades, reducing disruptions and improving system reliability.
- Collaborated closely with Tier 3 support teams to troubleshoot and resolve complex technical issues beyond Tier 1/2 scope.
- Maintained the data center environment, ensuring racks were meticulously organized, devices were level, doors functional, and equipment free of dust and debris.
- Recognized for clear documentation, user-focused communication, and efficient problem resolution that improved the overall support experience.
Desktop Support
Freelance
01.2023 - 11.2024
- Provided hands-on and remote IT support to company personnel, resolving hardware, software, and system issues efficiently.
- Monitored, troubleshot, and maintained the ticketing system, ensuring timely ticket resolution in alignment with SLA requirements.
- Performed regular operating system updates, software installations, hardware upgrades, and printer maintenance, minimizing disruptions and maximizing operational efficiency.
- Set up, configured, and maintained Mac and PC systems, supporting both Apple macOS and Windows environments and ensuring compatibility with organizational needs.
- Delivered IT support services for multiple office environments, adapting to varying technical requirements and user needs.
- Provided IT support services for executive and professional offices, including work performed for Craig Sopin’s office and Donna Orlando’s office, ensuring reliable systems and responsive technical support.
Technical Support Engineer
Cerner Corporation
05.2017 - 09.2022
- Proactively resolved issues related to Active Directory, Invision, Soarian Clinicals, and Soarian Financials in both client-hosted and Cerner-hosted environments.
- Oversaw inbound support calls, troubleshooting technical and printer-related issues to ensure timely resolution and continuity of operations.
- Monitored NetScaler and Citrix web interfaces, collaborating closely with the networking team to identify and resolve network-related issues.
- Coordinated with multiple departments to manage and resolve major incidents and outages, minimizing disruption and maintaining effective client support.
- Performed data center maintenance, ensuring racks were meticulously organized, switches were operational, and floor and ceiling tiles were intact and free of damage.
- Supported hospital systems across Windows XP through Windows 8 environments, maintaining legacy systems while supporting ongoing operations.
Security Engineer
Wipro
01.2014 - 06.2016
- Managed and maintained documentation for the ePCR team, ensuring accuracy, consistency, and easy accessibility.
- Processed Checkpoint and Juniper access requests for the Comcast network, supporting secure and efficient network access controls.
- Served as a liaison for data submissions, ensuring proper data handling, improving accuracy, and supporting smooth team workflows.
- Coordinated and managed third-party connections with external business partners, ensuring seamless integration and effective collaboration.
Security Engineer
Brooksource
04.2013 - 12.2013
- Created and managed RSA tokens to provide secure network access for third-party business partners supporting the Comcast environment.
- Coordinated and streamlined third-party network access requests, ensuring timely provisioning while maintaining security standards.
- Assisted with large-scale software updates and replacements on employee workstations, addressing RSA token expirations and minimizing user downtime.
CIA
Geek Squad
03.2008 - 01.2013
- Managed customer property and personal data, ensuring secure handling, accurate tracking, and organized repair processes.
- Designed and executed business plans, training materials, and project initiatives to improve client service and enhance problem resolution outcomes.
- Contributed to improved client service delivery through effective troubleshooting strategies and process improvements.
- Configured and supported mobile devices, including email setup and troubleshooting across iOS and Android platforms.
Education
No Degree - Information Technology
Peirce College
Philadelphia12.2019
No Degree - Computer Technology/Computer Systems Technology
Camden College
12.2016
No Degree - Information Technology
Peirce College
Philadelphia12.2019
High School Diploma -
Ridge Community High School
Davenport06-2008
Skills
- WINDOWS 10 / WINDOWS 11
- SERVICENOW (INCIDENT & SLA MANAGEMENT)
- DEVICE IMAGING & DEPLOYMENT
- HARDWARE TROUBLESHOOTING & REPLACEMENT
- OS PATCHING & SECURITY UPDATES
- AUTHENTICATION TOOLS (PINGID, WINDOWS HELLO)
- SAP APPLICATION SUPPORT
- PRINTER & PERIPHERAL SUPPORT
- ENTERPRISE END-USER SUPPORT
- TROUBLESHOOTING & ROOT CAUSE ANALYSIS
- CLEAR TECHNICAL DOCUMENTATION
- CUSTOMER-FOCUSED COMMUNICATION
- CROSS-TEAM COLLABORATION
- ONLINE TECHNICAL SUPPORT
- INCIDENT RESPONSE MANAGEMENT
- APPLICATION SUPPORT
Websites
Timeline
Level 2 IT Support Analyst
Cognizant
11.2024 - Current
Desktop Support
Freelance
01.2023 - 11.2024
Technical Support Engineer
Cerner Corporation
05.2017 - 09.2022
Security Engineer
Wipro
01.2014 - 06.2016
Security Engineer
Brooksource
04.2013 - 12.2013
CIA
Geek Squad
03.2008 - 01.2013
No Degree - Information Technology
Peirce College
No Degree - Computer Technology/Computer Systems Technology
Camden College
No Degree - Information Technology
Peirce College
High School Diploma -
Ridge Community High School