SUMMARY:

• I would like to utilize and grow my knowledge of supporting PCs, Macs, call centers, clients and end users either on - site or remotely.
• Proficient in Microsoft Suite, Exchange, Visio and operating systems (Windows and Mac)
• Strong interpersonal, organizational, administrative and customer service skills
• Provide administrative support to various department heads and prepare direct reports
• Plan and organize various corporate agendas, events and travel arrangements
• Create, maintain, and update files and/or databases records electronically
• Maintain and/or build websites, presentations, databases, spreadsheets and word documents
• Perform routine analyses and process data for scheduled reoccurring and ad hoc internal reports
• Possess intermediate knowledge of generally accepted accounting principles
• Schedule appointments and maintain calendars for meetings, meeting rooms, etc.
• Create and update corporate presentations, correspondence and annual reports
• Train employees on the latest office technology, hardware and software, phones, copies, etc.

TECHNICAL EXPERIENCE:

TECHNICAL SUPPORT: Remote, Desktop, Call Center, After Hours, On-call, Phone, Email

MAINTAINED DEVICES: PC, Mac, Copier, Fax, Printer, Mobile Phone(Android & Mac), iPad, iPhone, Tablet Smart Board, Audio Visual, Extron/Crestron

TICKETING SYSTEMS: Remedy, Track IT, SAP, Service Now

SUPPORTED SOFTWARE: Word, Excel, PowerPoint, Access, Publisher, Outlook, Visio, Adobe, Active Directory, SQL

OPERATING SYSTEMS: Windows 3.1 - 10, Windows Server 2003, 2008, Mac 10.1 - 10.8

TELECONFERENCING: WebEx, Zoom, Skype, Cisco Telepresence, Avaya, Hangouts, Duo

PHONE SYSTEMS: Cisco, Avaya (virtual & physical), XLite

SYSTEM REFRESH/BACKUP: Ghost, PXE, Carbonite, Acronis, Nero

MALWARE PROGRAMS: Norton, AVG, VIPRE, Trend Micro, Bit Defender, Malwarebytes, Spybots, Sophos, Avast, McAfee, Kaspersky

REMOTE ACCESS: TeamViewer, Bomgar, LogMeIn, Windows RDC, Citrix, 123 Rescue, Teams

ACCOUNTING SOFTWARE: PeachTree, QuickBooks, Equitrac, YSoft

VIRTUAL PRIVATE NETWORKS: Pulse Secure, Aruba, Cisco VPN, AVG Secure VPN, MFA, Intune

WORK EXPERIENCE:

Confidential, Saint Petersburg, FL

Service Desk Technician

Responsibilities:

• Assist end users with issues (logging in to PC, VPN, password reset, software installation/removal, printers, etc.)
• Accurately document issue(s), name(s), contact number(s) and steps taken for resolution in Service Now
• Walk end users through installing Defender, RSA, MFA, Intune and other software on their cell. (iPhone/Android)
• Guide end users through form submission for creating/updating permissions for network share, distribution lists, PKI s, external storage access, etc.

Confidential, Saint Petersburg, FL

Helpdesk Support / Migration Technician

Responsibilities:

• Lead or assist Microsoft Teams sessions with up to 40 end users for migrating from a federal domain/tenant to a public domain/tenant
• Walk end users through backing up bookmarks, OneNote, SnagIT, StickyNotes and restoring after migration process
• Train users how to access files on new and old tenant including Citrix and VPN connections and file transfers
• Work with individual users that have issues during the migration sessions and get them caught up to the group
• Data Recovery/Technical Support /Networking - Work from Home/Office - Contract - Saint Petersburg, FL
• Recover data (pictures, videos, documents, etc.) from defective hard drives, flash drives and SD cards
• Update O/S from Windows 7 to Windows 10, transfer and/or copy all files and install software as needed
• Install software and hardware (programs, printers, cameras, surveillance cameras, Roku devices, smart TVs, etc.)
• Setup wired and Wi-Fi networks, routers, switches and add devices (PCs, printers, smart TVs, cell phones, etc.)

Confidential, Tampa, FL

Asset Management / Desktop Support

Responsibilities:

• Physically track and record asset number, service tag, model, location and end user of all computers
• Call and/or email remote employees and obtain asset number, service tag, model of PC, iPhone, printer, etc.
• Create tracking spreadsheet with numeric and color codes and break down by the nine different physical locations
• Ensure all end users have signed Equipment Asset Forms and they successfully upload to Salesforce database
• Verify updated database matches physical list and EAF forms have correct user and PC information (Salesforce)

Confidential, Tampa, FL

L2 Technical Support Specialist

Responsibilities:

• Resolve printer issues (connection, image quality, customer replaceable parts walk through, etc.) over the phone
• Create/Edit/Delete user accounts in Active Directory, Equitrac, and/or YSoft
• Accurately document customer information, serial number(s), issues, troubleshooting steps already completed
• Escalate calls to appropriate departments as needed (software support, dispatching for onsite technical support)
• Securely login remotely to troubleshoot and install, configure, troubleshoot software as needed
• Verify user account is valid and active in Active Directory, Office365, SQL, Equitrac and YSoft
• Attend bi-weekly and monthly team meetings with video connections via Zoom and WebEx

Confidential, Saint Petersburg, FL

Technical Support / Digital Solution Expert

Responsibilities:

• Answer and resolve 20 - 30 calls a day for network support of various printing/scanning/copying issues
• Remotely troubleshoot, download/install software (Bomgar, TeamViewer, LogMeIn)
• Review and update knowledgebase, document issues, steps for resolution, and dispatch a field technician if unable to guide customer through resolving or if the issue is of a physical nature (SAP)
• Assist with installation and configuration of SAP for new and existing users
• Setup WebEx meetings with Vendors and clients as well as attend WebEx meetings for team meetings
• Install, configure and troubleshoot YSoft and Equitrac software on virtual print servers and connect to SQL database
• Create, maintain and remove user accounts in Active Directory, Equitrac and YSoft to ensure HID cards are reusable

Confidential, Saint Petersburg, FL

Printer Support Specialist, Computer Technician

Responsibilities:

• Setup all employees on follow me printing for PC and Mac via Equitrac stand-alone and MFPs
• Configure A/V, research new hardware and maintain all copiers/printers ( Confidential, Brother, HP, Lexmark)
• Hardware/software setup, install, troubleshoot and upgrade PC and Mac computers (Pixie, Ghost)
• Open, document, monitor, transfer if necessary and close tickets. (Remedy)
• Verify required ports in firewall and antivirus are open traffic is flowing is correct direction
• Attend monthly meetings via WebEx using hand and arrows for answering questions
• Update Windows 7 to Windows 10 including backing up all user files and transferring to new O/S or PC
• Install and troubleshoot desktops, laptops, tablets (Android and Mac), mobile phones (Android and Mac), printer, VoIP phones, hardware, software, and other peripheral devices for Windows 7, Windows 10 and Mac 10.0 - 10.15

Confidential, Saint Petersburg, FL

Printer Support Specialist

Responsibilities:

• Order, log and maintain all consumables for all 208 machines at this location (toner, staples, and waste toner bottles)
• Ensure all customer replaceable consumables are in stock and replaced when needed via online tracking system
• Setup new users with print driver(s) and customize different printing profiles as needed for PC and Mac users
• Train new users on how to setup their badge, set printer default and how to use the Follow Me printing system
• Schedule technicians as needed for physical repairs and/or large machine moves or replacements as necessary

Confidential, Fort Myers, FL

Computer Technician/Trainer

Responsibilities:

• Setup and breakdown rooms in hotels (PCs, monitors, printers, network cables, routers, projectors, power)
• Configure and update computers for new sever deployments and Windows 7 migration from Windows XP
• Replace and setup new printers on new servers and train employees on proper usage
• Train users on how to access their backed - up files, access new printers and servers
• Ensure all workstations are setup with all wireless and wired access and permissions

Confidential, Fort Myers, FL

Computer Technician/Trainer

Responsibilities:

• Update and prepare all salesperson s laptops and ensure login credentials are valid for the new sever deployment(s)
• Configure all computers for connection with new printers and servers and Win 7 migration from Win XP
• Train all users how to access and use new software, locate their old files and print via the new print server
• Verify wireless and wired devices have access to new servers and printers and users are able to login successfully
• Ensure all data is backed up, copied to new server(s) and accessible by end users via their previous login credentials