SKILLS:

• Active Directory
• Cisco
• DNS
• Maximo
• Remedy
• Deployment internet explorer
• Rollout
• Wise Installer
• Altiris
• Dell Certified
• DHCP
• E - Carrier
• E2
• Netware
• TCP
• SAP
• Technical Support
• Avaya
• Data Migration
• Ghost as/400, ms .net
• Razor
• Symantec
• Android
• Video Conferencing
• Printer
• Customer Service Oriented
• Customer Service help desk
• Phone System Telephones
• Executive Support
• NEW Hires
• IT Support
• Microsoft Windows
• Windows 10, Windows 95, Novell, Windows 7, Windows XP
• Groupwise, LAN
• Microsoft Internet Explorer
• Microsoft Office
• Liaison
• Reconciliation
• Operations maintenance
• Cabling, PCS
• Help Desk Support
• Mentoring
• Inventory
• Medical Device

EXPERIENCE:

Confidential

Responsibilities:

• Inventory reconciliation
• Work with 10 member team supporting the Confidential.
• Track tickets and modify inventory using Remedy.
• Update user information, equipment information.
• Inventory reconciliation

Confidential, Battle Creek, MI

End User Operations Support

Responsibilities:

• Work with 10 member team supporting a 40 building campus with both local and remote users.
• Collaborate to refresh technology for several thousand users as well as hardware and software break/fix. Interface with diverse staff to troubleshoot issues.
• Tracked tickets using ServiceNow.
• Modified inventory using Maximo.
• Imaged, configured and profiled Dell and HP laptops and desktops for deployment to staff.

Confidential

Site Support Manager

Responsibilities:

• Led Confidential support team initiatives with responsibility for 1,200 local users and remote support with 2,000 users Confidential .
• Directed a forward - thinking, 10-member team across seven (7) Confidential sites.
• Developed and presented comprehensive weekly and monthly reports.
• Collaborated among L1 and L3 teams to analyze trends and resolve escalations.
• Planned and prioritized tickets using ServiceNow, as well as key projects per client operations lead.

Confidential

Deskside Support L2 EUC Team Lead

Responsibilities:

• Strategically steered deskside hardware and software support and maintenance of laptops and printers for 500+ users within this large medical device supplier.
• Proactively collaborated with users from C-level to Customer Service teams.
• Administered RingCentral VolP phone system, and handled all A/V conference room / event setup.
• Served as the "go-to" liaison for all on-site contractors while concurrently providing executive support.
• Mentored and managed a top-performing team of two (2) Senior Technicians and two (2) Junior Technicians.

Confidential

System Analyst

Responsibilities:

• Led targeted deskside hardware and software support and maintenance of laptops and printers for 300+ users.
• Collaborated with users ranging from Executive Vice President to Customer Service teams to comply with objectives.
• Expertly set up and configured all networked printers.
• Upgraded organization-wide Lenovo laptops from Windows 7 to Windows 10.
• Seamlessly migratedPST files and Notes desktop.ndk files to align with upgrades.
• Imaged all laptops using PowerShell, and used Active Directory and SCCM for application pushes.

Confidential

Field Technician Desktop Support Team Lead

Responsibilities:

• Spearheaded hardware and software support and IT maintenance of desktops, laptops, and printers for this packaging plant.
• Interfaced among diverse staff to troubleshoot issues and establish valuable long-term solutions to challenges.
• Regularly traveled to additional company sites weekly for equipment setup and configuration.
• Refreshed 200+ laptops from Windows 7 to 10 and delivered to key locations with on-site training.
• Led automationinitiatives in the rollout of 85 Intermec and 21 Zebra printers during an SAP upgrade.
• Consistently interfaced with Offsite Manager to discuss progress of upgrades, issues, and / or concerns.Professional Synopsis (continued)

Confidential

Specialist E2 Team Lead

Responsibilities:

• Proactively led a highly skilled team in support of 2,500 users at True Value headquarters and Confidential, including managing six (6) technicians in achieving goals, as well as collaborating to refresh technology for several hundred users.
• Continually monitored ticket queue and assigned tickets using ServiceNow.
• Installed and troubleshot Windows 7 and Microsoft Office 2013, as well as Skype.
• Traveled to True Value Reunion for configuration and support of 200 workstations.

Confidential

Desktop Administrator

Responsibilities:

• Applied strong leadership talents toward managing all office, manufacturing, and warehouse technology, including facilitating support, configuration, and maintenance of desktops, laptops, and printers at three (3) U.S. and Mexico offices.
• Efficiently installed and troubleshot Office 2007 - 2013 and O365.
• Continually supported use of Dell touchscreen PCs for accurate time clock use.
• Optimized resolution of password resets and account lockouts using Active Directory.

Confidential

Office Automation Analyst Desktop Support

Responsibilities:

• Delivered excellence in desktop support for this Confidential drug distributor, including mentoring and managing a team of four (4) staff in a weekend interoffice move of 100+ users.
• Supported and configured training and conference rooms.
• Exhibited skill with Avaya IP phones.
• Drove location-specific growth from 75 users to 350 users.* Led support, configuration, and troubleshooting of desktops, laptops, printers, and IP phones.

Confidential

Senior Desktop Technician

Responsibilities:

• Demonstrated sharp analytical proficiencies toward supporting, configuring, and troubleshooting desktops and laptops for corporate headquarters and offices Confidential .
• Expertly configured new hires' computers per department guidelines.
• Administered VolP telephones using Avaya 8510 Call Manager and user profiles on AS/400.
• Managed all A/V equipment across 30 conference rooms and weekly Tandberg Video conferencing.
• Successfully supported 50 networked printers throughout site headquarters.

Confidential

Enterprise Support Technician

Responsibilities:

• Drove details-focused support, configuration, and maintenance of desktops, laptops, and printers for Midwest offices.
• Concurrently handled executive-level IT Support. Purchasedall replacement systems for upgrades, as well as new hires.
• Imaged systems using Ghost and facilitated cabling closets and patch panels.
• Managed remote support using LogMeIn Rescue and provided support of iPhones and iPads.

Confidential

Help Desk Analyst

Responsibilities:

• Played a vital role in driving support, configuration, and maintenance of desktops, laptops, printers, and IP phones for users Confidential .
• Managed office relocation of 80 users to a new office site during a deadline-oriented weekend move.
• Recognized as the designated liaison for all vendors.
• Handled desktop support using Dameware 5.0 and GoToAssist 8.0.
• Cost-effectively ordered enterprise-wide Cisco IP phones and smartphones.
• Led Windows 7 PCs rollout to 200+ users and drove all efficient data migration.

Confidential

Office Automation Specialist

Responsibilities:

• Skillfully led support and maintenance of desktops, laptops, and printers for Confidential users within this well-established investment management firm.
• Contributed abilities in providing remote desktop support using Altiris 6.0.
• Successfully provided integral support of Apple and Android devices.
• Reduced costs $15,000+ annually by supporting 250+ networked and 400 standalone printers.
• Collaborated with teams to image and rollout PCs for 1,000 users as the company upgraded technology.