SUMMARY

• Experienced in client issue and problem resolution; time and resource management; team member training and mentoring; working in fast paced environments as a team and independently; marketing research; client negotiation; ability to learn and work wif multiple and unique software packages; multitasking, time and resource optimization; TEMPeffective communication and interpersonal skills; self - motivated and energetic.

TECHNICAL SKILLS

• Microsoft Office Suite
• AWS Cloud
• CRM
• Windows XP
• Windows 7
• Windows 10
• Python
• SQL
• HTML
• Salesforce
• Active Directory Lockout Tool
• MS Outlook
• Skype
• Active Directory
• Bitlocker
• Linux
• 55 wpm
• SUSE Linux Enterprise Point of Service iOs
• Phoenix
• POS
• VLAN
• LAN
• WAN
• Verizon’s My Bizz
• Adobe Photoshop
• Adobe Illustrator
• VPN
• Citrix
• Connectwise
• Lotus Notes
• McAfee Encryption
• ServiceNow
• Emobis
• VDI troubleshooting
• Acronis True Image
• Acronis Cyber Backup 12.5
• Acronis Snap Deploy 5
• Zendesk
• Jira
• Confluence
• QA Testing

PROFESSIONAL EXPERIENCE

Confidential

IT Systems Specialist

Responsibilities:

• Manage accounts in Active Directory
• Managed maintenance of all hardware and software
• Reimaged desktops and laptops
• Traveled to sites and offices when needed
• Installed printers, scanners, phones, and network devices

Confidential

IT Administrator

Responsibilities:

• Responsible for password resets, password unlocks, troubleshooting software, VPN troubleshooting, Bitlocker unlocks, Outlook, and mapping drives.
• Documented troubleshooting steps in Servicenow.
• Provided assistance wif new hires set ups.
• Troubleshooting Citrix Issues.
• Assisted Internal users wif their issues wif their systems.
• Created and Changed users accounts in Active Directory.
• Giving users access to groups in Active Directory.
• Used Powershell to run commands

Confidential

Application Support Analyst

Responsibilities:

• Responsible for providing technical support to customers for backup issues.
• Troubleshooting products such as Acronis True Image, Acronis Backup 12.5 Advanced, Acronis Snap Deploy
• Tested Windows and Linux (Centos, Ubuntu) version of product
• Made extensive use of Linux command line utilities (E.G. cp, echo, pwd, head, tail, more, less, cat, grep, Gzip, Netstat, top)
• Compiled and installed teh prerequisite kernal modules needed for product to work.
• Experience wif Package Managers Yum and Apt
• Installing Agent based products
• Setting up and managing Virtual Machines via VMWare
• Design and execute regression testing suites

Confidential

Application Support

Responsibilities:

• Assisted customers wif password resets, software issues, and application issues.
• Ensure multiple applications were working seamlessly
• Develop technical documentation in Salesforce and Connectwise.
• Provided remote assistance wif Salesforce synchronizing wif Outlook, Mobile Device, and creating reports.

Confidential

Desktop Support Admin

Responsibilities:

• Responsible for password resets, passwords unlocks, software installations, and troubleshooting Skype, Outlook, Citrix, VMWare, Active Directory, Windows 10 platform, Active Directory Lockout Tool, Powershell, Configuring Lotus Notes, McAfee Encryption, and VPN.
• Used ZenDesk and ZenApp
• Troubleshot Citrix Applications and VDI’s in using Director.
• Troubleshooting Virtual Machines wif VMWare.
• Documented troubleshooting steps and resolutions via ServiceNow ticketing system.
• Assisted internal employees wif systems issues
• Communicated clearly and concisely wif users
• Configued and iD dropped in Lotus Notes.

Confidential

Technical Support Analyst

Responsibilities:

• Responsible for client facing mobile phone, MIFI, and router analysis
• Accurately submit problem, cancel line/suspend line, warranty replacement/exchange and recycle tickets using CRM.
• Document detailed troubleshooting steps in Emobis ticketing system.
• Timely and daily follow up wif clients to ensure accurate issue resolution.
• Share noledge through periodic help desk huddles.
• Trobuleshooting iPhones, iPads, Android Tablets, Samsung cell phone devices.
• Manage multiple business accounts.
• Recognized for exemplifying exceptional client support.

Confidential

Logistics Account Executive

Responsibilities:

• Worked wif dispatchers to define requirements, study freight capabilities, and book loads.
• Documented requirements and solutions on rate confirmation forms.
• Sent correspondence to internal service partners via Microsoft Outlook as a confirmation of requirements.
• Managed daily shipments using a CRM system.
• Identified, tracked and managed transportation, negotiating prices to bring teh sale to a close.
• Contacted up to 150 clients per day offering services and products.
• Used Windows 7 environment

Confidential

Cashier

Responsibilities:

• Coordinated training of new hires and contracted employees.
• Used a SLEPOS to operate SUSE Linux System.
• Analyzed workload allocation.
• Acted as assistant manager on self-checkouts wif higher register authority levels in their absence
• Promoted from a junior level associate to a mid-level cashier and finally to a senior level cashier
• Resolved client complaints

Confidential

Impact Team Member

Responsibilities:

• Provided inventory for team members
• Organized and maintained a clean working environment
• Assembled and arranged clothing and accessories