Infrastructure Services Engineer Resume Las Vegas, NV - Hire IT People

SUMMARY:

A challenging position, utilizing abilities developed through my experience and, with the opportunity for professional growth based on performance.

TECHNICAL SKILLS:

Fluent in Microsoft Office 2007/2010/ 2013/ Office 365 / Adobe Pro / PeopleSoft / HRIS/Microsoft SQL
Windows 7, Windows 8, Windows 10
SQL, Crystal Reports, Genesys, CCPulse
LAN, WAN, DNS, TCP/IP, Ping and other networking protocols
WebEx, Live Meeting, LNYC
EDMP/Marimba/SCCM
(Peregrine, Remedy, LiveTime, TSRM, SNOW, Service Center)

PROFESSIONAL EXPERIENCE:

Confidential, Las Vegas, NV

Infrastructure Services Engineer

Responsibilities:

Provide day to day technical support of desktop computers, applications, and related technology.
Resolve technical support issues that cannot be resolved by the Help Desk.
Assist staff with the specification, installation, configuration and ongoing support of desktop computer, printer, VoIP telephony and software applications.
Perform preventative maintenance and install upgrades and options.
Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
Support OPW associates.
Deploy software via Marimba/EDMP
Assist with moves and new hire set - ups.
Performs software testing for new systems or upgrades.
Manage semi-monthly stock inventories.
Troubleshoot Cisco Router for OPW associates.
Provide support for Blackberry and iPhones.
Active Directory (Users, Group Policies, Folder Security, Outlook Exchange Networking)

Confidential, Richmond, VA

Help Desk Analyst

Responsibilities:

Answer, evaluate and prioritize all incoming telephone, voicemail, e - mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, telecommunications and other computer-related technologies.
Handle problem recognition, research, isolation, resolution and follow-up for all user support and service requests.
Responsible for maintaining detailed trouble tickets, escalating issues accordingly and keeping a consistent channel of communication open with customer(s) and level III team members during escalations.
Responsible for ensuring customer satisfaction of support and service requests.
Maintain quality-conscious interface via phone and email with both technical and non-technical clients.
Responsible for the installation, configuration and support of computer desktop and laptop systems.
Identified, researched, and resolved technical problems.
Provided support for LAN/WAN, Citrix, Cisco VPN Connections, Remote Access, Smart Phones - iPhones.
Respond to telephone calls, email and personnel requests for technical support.
Troubleshoot laptop and desktop issues.
Create and respond to tickets per day.
Documents, tracks and monitors the problem to ensure a timely resolution.
Active Directory (Users, Group Policies, Folder Security, Outlook Exchange Networking (LAN, Wan)

Confidential, Alameda, CA

Human Resource Analyst

Responsibilities:

Handled escalated issues in a Call Center environment to HR Representatives, Service Center team members and Kaiser Employees, which insisted of resolving complex transactions/customer service requests in the areas of Union Dues, Pay, Benefits, Leave Accrual, Wage Loss, New Hire, VOE s, Commuter Choice, Worker s Comp., Job Changes, Direct Deposits and general human resources.
Provided sound interpretation and application of HR policies, collective bargaining agreements and laws when answering customer questions.
Processed complex HR transactional changes according to operating procedures in a timely and accurate manner.
Resolved escalated and complex customer service complaints utilizing expert customer service skills.
Interpreted and applied HR policies, collective bargaining agreements and laws when answering customer questions and processing transactions.