SUMMARY:

• Lead administrator Confidential international enterprise level manageing and supporting internal and external end users. Organized scheduling with managers for new employee on boarding and setting up of new user software access, laptops, desktops, mobile devices, hotspots / Wi - Fi, and VOIP phones.
• Experience repairing hardware break fix issues for laptop and desktop face to face with end user repairing hardware and software on the spot along with assisting users with Windows 7 to Windows 10 migration / compatibility issues. Also migrated end user’s enterprise mobile devices via VMWare Confidential ONE for Office 365 enterprise migration.
• Troubleshot Windows and Mac operating systems on desktop and laptops in the office and remote users.
• Managed over 500 Stewart Title employees across the United States and end users based offshore.
• Lead administrator of maintenance for enterprise mobile device management software and hardware platform using iPhones, Android devices, and tablets. Using VMWare Confidential ONE, XenMobile Device Manager / Citrix Endpoint Management by Citrix, Worx Home, Secure Hub by Citrix, DUO Mobile and Telegistics Mobility Management Platform - emobile Gistics to admin enterprise mobile devices.
• Activated all BYOD and enterprise mobile devices for 1st time set up on the spot Confidential Confidential walk up IT booth using VMWare Confidential ONE.
• Used SYBA Multi - Function Disassemble Tool Kit for Confidential 's Confidential walk up booth.
• Tracked Confidential hardware assets for shipping and replacement via ISA.
• Lead administrator of Microsoft Exchange Management Console Outlook 2010 / Office Pro 365 and Windows Server and Operating Systems.
• Various software I administrated and used are VDI VMware Horizon (Administrator), McAfee End Point Encryption ePolicy Orchestrator (Administrator), Cisco Unity Connection (Administrator), Auto Build, RTS, Software Management (SCCM), SIM (SCCM), AVAYA System Management Interface, System Center Configuration Manager (SCCM), Citrix Receiver (Administrator), Service Now, Office 365 / OneDrive, (SSO), along with typing command prompt lines into CMD while troubleshooting when needed to resolve issues.
• Proven excellent communication skills, both written and oral in the United States and Offshore within various American enterprises.

PROFESSIONAL EXPERIENCE:

Confidential, Phoenix, AZ

Level 2 - Deskside Support

Responsibilities:

• Contributions: Level 2 Deskside Support Services (DSS), Senior District Support Specialist @ Confidential IT walk-up booth, Senior Distribution Support Specialist, and Enterprise Escalations
• Perform desktop, laptop, and thin client machine rebuilds, renames, and refreshed when needed for Windows 7 and 10 Confidential builds and migration application issues.
• Performed Windows 7 and Windows 10 bare - metal installation on DELL, HP, and Lenovo machines.
• Set up new Confidential employees office space with proper cabling for desktops, laptops, thin clients, mice, keyboards, monitors, and VOIP phones for first time use.
• Troubleshot enterprise hotspots, LAN's and WAN's, and Wi-Fi on Confidential built laptops, and building routers, desktops, and thin clients.
• Use SYBA Multi - Function Disassemble Tool Kit for hardware break fix issues repairing laptop and desktop hardware on the spot Confidential Confidential IT walk up booth.
• Troubleshoot hard drive swap for BitLocker encryption, Office 365, Regedit, Cisco AnyConnect, VIP Access,
• Managed enterprise mobile devices and BYOD via VMWare Confidential ONE in Phoenix, AZ market and various other states in United States. Installing various mobile applications for enterprise including Outlook, AirWatch, InTune, SEP Mobile, etc.
• Troubleshot and activated Confidential &T and Confidential enterprise mobile deivce hardware, SIM card issues, applications isues, and mobile operating system issues; on various iPhone models, various Android models, and various Tablet models, Wi-Fi Routers, Modems, and Mi-Fi hotspots.
• Throubshot CiscoAnyconnect VPN, Active Directory, SQL, various mainframes, install RICOH and various printer drivers for in office, WAH, and offshore users; using RTS / Remote Desktop / Remote Connect to remote into local machines and Citrix Virtual Machines to install software troubleshoot OS, applications, hardware, and cabling issues.

Confidential, Scottsdale, AZ

IT Service Desk Analysis Tier 1, Tier 2, & Tier 3, & Enterprise Escalations

Responsibilities:

• Contributions: Received incoming IT calls and tickets via Autotask ticketing system for client Circle K.
• Troubleshot Windows and Mac operating systems on desktop and laptops in the office and remote users. Added and checked for permissions in Active Directory for VPN and mobile device management configurations.
• Installed and set up FortiClient VPN, Checkpoint VPN, along with managing mobile device enterprise application management and VMware Workspace ONE and DUO Mobile device administration.
• Troubleshot and activated Confidential &T and Confidential enterprise mobile deivce hardware, SIM card issues, applications isues, and mobile operating system issues; on various iPhone models, various Android models, and various Tablet models, Wi-Fi Routers, Modems, and Mi-Fi hotspots.
• Remoted into end user’s machines via TeamViewer, SCCM, and Skype to troubleshoot and take screen shots of end users’ machine. Ran various CMD and PowerShell scripts to troubleshoot and confirm machine is set up correctly. Troubleshot Office 365 settings on Windows OS and Mac OS along with educating user about Office 365 features and how to use them on their OS.

Confidential, Phoenix, AZ

IT Service Desk Analysis Tier 1, Tier 2, & Tier 3, & Enterprise Escalations, & Promoted to Lead Supervisor

Responsibilities:

• Contributions: On boarded new Stewart Title employees around the United States by setting up time zone and date of onboard via Outlook calendar with all levels of Stewart Title management through the United States.
• Managed 40 to 20 Service Now (SNOW) ticketing system tasks, incidents, and request within the onboard ticket to make sure all tasks were completed by on board date of new employee each day. Set up employees AVAYA or CISCO IP phone, laptop, desktop, and remote users to make sure they are connected to LAN or WAN ports. Guided user through logging into McAfee Drive Encryption for first time. Set up user’s VPN s and credentials, set up users shared calendars, shared email box, via providing permission in Microsoft Exchange Management Console, and Windows server, Office 365 / OneDrive, and operating systems for each new employee when needed.
• Lead administrator for permissions in Active Directory and Active Sync for enterprise mobile phones; which were iPhone models, iPad models, and Android devices.
• Administrated and Installed mobile device apps via VMWare Confidential ONE, Citrix Duo Hub, and Citrix Secure Hub on mobile devices for mobile email access.
• Troubleshot and activated Confidential &T and Confidential enterprise mobile deivce hardware, SIM card issues, applications isues, and mobile operating system issues; on various iPhone models, various Android models, and various Tablet models, Wi-Fi Routers, Modems, and Mi-Fi hotspots.
• Guided users through activating Confidential &T and Confidential Jetpacks, iPhones, iPads, and Androids.
• Before being promoted to Lead Supervisor, Troubleshot and resolved inbound information technology calls, outgoing calls, escalated calls from Stewart Title. Remotely accessed Stewart Title and affiliate end user’s computer through SKYPE, TeamViewer, and BOMGAR Console. Remoted into user’s machine to troubleshoot and take screen shots of issues for Stewart Title proprietary financial software such as ResWare, Agency Secure, AIM +, Sure Close, Salesforce within Outlook, ADP, Title Workplace, and Stewart Workplace.
• Used Service Now ticketing software (SNOW) and Autotask to manage and create tickets for incidents, service request, and tasks for end users and escalate tickets to correct IT departments.

Confidential, Scottsdale, AZ

IT Service Help Desk Tier 1, Tier 2, & Tier 3, & Enterprise Escalations

Responsibilities:

• Contributions: Resolved inbound information technology calls and Emails from Confidential employees on CVS encrypted network. Remotely accessed end user’s computer through Dame Ware and GoToAssist software and troubleshot various proprietary Confidential software.
• Administrator of enterprise Active Directory and troubleshot Windows XP, Windows 7, and Windows 10 OS, and Mac OS laptop and desktop hardware.
• Set up home and office printers on company LAN and WAN.
• Troubleshot SOPHOS encryption security software along with System Center Configuration Manager (SCCM) and Office 365 / OneDrive.
• Used various command lines in the CMD to fix end user OS along with basic Windows troubleshooting knowledge and CVS knowledge base. Set up Cisco AnyConnect VPN along with Symantec Endpoint security tokens for both hard and soft tokens. Installed digital VPN s on end user’s machines to access Confidential remotely.
• Reset passwords (SSO) and troubleshot Confidential domains in active directory including Citrix Duo Hub, Citrix Secure Hub, AS400 (Mainframes), Windows OS Login, VPN access for Cisco AnyConnect, Windows servers, Linux servers, and Unix servers.
• Used and trouble shot Internet Explorer web browser, Opera web browser, Mozilla Firefox web browser, Google Chrome web browser, and Safari web browser. Created tickets using HP Service Manager and escalated tickets to correct IT departments internally and externally.

Confidential, Chandler, AZ

Customer Service & Technical Support Tier 1, Tier 2, & Tier 3, & Enterprise Escalations

Responsibilities:

• Contributions: Resolved incoming calls regarding complex billing and technical issues pertaining to end user accounts and all models of cellular phones along with accessories sold.
• Administrated and troubleshot iPhone hardware and software models 3, 4, 5, 6, 7, and Confidential, iPad OS, Android OS, BlackBerry OS, Samsung OS, HTC OS, LG OS, and basic phones. Along with troubleshooting Confidential mobile networks 3G and 4G LTE; Wi-Fi, and enterprise LAN and WAN's.
• Troubleshot various SIM card issues, applications isues, and mobile operating system issues on iPhones, Androids, Flip phones, Tablets, Wi-Fi Routers, Modems, ChromeCast, Roku's, and Mi-Fi hotspots.
• Processed payments for customers, tracked shipping orders via USPS, UPS, and Fed Ex. Sold and up sold tablets, basic and smart phones; based on customer needs and lifestyle. Sold and troubleshot device accessories and various device features which best matched customers technological needs.
• Educated customers about Internet usage through 3G and 4G LTE cellular networks, hot spots, and Wi-Fi.

Confidential, Phoenix, AZ

Pharmaceutical Benefit Management Member Service Representative

Responsibilities:

• Contributions: Received incoming calls from insured members, doctors, and physicians.
• Advising them of insurance plan co - pay structure, deductibles, overrides, member processing information, and pharmacy processing information.
• Advised of eligibility for prior authorizations, ran trial claims in DOS operating system.
• Explained direct member reimbursement process and appeals process for any users having issues.
• While multitasking and researching information in Catamarans knowledge base using DOS operating system and Info Tracking software notated and coded calls. Followed HIPPA law for all incoming call and accounts.

Confidential, Tempe, AZ

Customer Solutions & Home Delivery

Responsibilities:

• Contributions: Resolved appliance delivery issues which helped Confidential save money for damaged appliances delivered to customers homes.
• Empathized with the customer and frugally compensated the customer or appeased customer as needed.
• Used DOS OS and windows OS to process all appliance exchanges, parts request, sales, and delivery time request.

Confidential, Phoenix, AZ

Technical Support Tier 1 & Tier 2 + Billing

Responsibilities:

• Contributions: Confidential tly and successfully guided customers through resolving satellite signal issues, receiver functions, various device settings, telephone connections, and Confidential online account login issues.
• Along with technical support resolved complex billing issues using the Confidential billing ledger and educated customers about Confidential program pricing tiers, billing statements, different payment options, and payment transactions.
• Sold and upgraded equipment to customers based on their budgets and technical specifications of Confidential products.

Confidential, Chandler, AZ

Tier 1 & 2 Technical Support / Customer Service

Responsibilities:

• Contributions: Guided customers from diverse backgrounds through troubleshooting and resolving various iPod models, various iPhone models, various iPad model hardware, and software issues.
• Along with Confidential mobile devices in-depth troubleshooting of iTunes, Mac desktops OS, MacBook laptops OS, and various Windows OS.
• Troubleshot hardware and software issues including SIM card issues, applications isues, and mobile operating system issues on iPhones and iPad, Wi-Fi Router, Modem, and various hotspots.
• Troubleshot various model of Wi-Fi, routers, modem connections, and Wi-Fi settings on mobile devices and users laptops, desktops, and mobile devices.
• Troubleshot various firewall applications and antivirus applications when Confidential software was not working on operating systems.
• Notated customer accounts in detail using Confidential 's iLogFusion application and AppleCare Knowledge Base.
• Sold AppleCare protection plans and sold Confidential single line agreements to qualifying customers.
• Multi tasked on calls to explain and educate customers how to use their iPod's, iPhone's, iPad's, and iTunes; via Windows and Mac desktop's, and laptop's,