CAREER SUMMARY

• A motivated technician seeking to gain more experience in the technical field, adding to the wealth of knowledge and experience I currently have.
• Recognized for exemplary technical performance and support, customer, and client preservation, data analysis and for relentlessly meeting and exceeding established deadlines. Innovative thinker, effective problem solver.

CORE SKILLS INCLUDE:

• Regulatory Compliance
• Quality Assurance / Audit
• PC Troubleshooting
• Critical / Analytical Thinking
• Relationship Management
• Data Management
• PC Imaging
• Networking (Advanced)
• PC Building/Repair/Setups
• Active Directory
• Detailed Researching
• Proficient in several computer applications

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Analyst - Level II

Responsibilities:

• Take calls from EUs (End Users) related to PC, Website, Network, Printer/Scanner, and account issues. Also handle new software access requests as needed.
• Determine if the issue is hardware, software or firmware related
• Analyze End User’s issue(s) and develop a viable solution
• Support mobile device setups and troubleshooting
• Troubleshoot End User network and network related issues
• Reconfigure network connection if resolution is not network hardware related
• Reset user credentials through Active Directory or other related tools. Create Security Groups and Distribution lists in Active Directory perform account audits for users being disabled.
• Provide self halp information and KB articles to educate users as needed.
• Walk EU through steps they can do themselves to halp resolve minor issues in the future
• Push new software from SCCM as requests are processed.
• Basic Google Suite administration (I.E. Account unlocks and password resets)

Confidential

Service Desk Analyst - Level II

Responsibilities:

• Take calls from EUs related to PC, Website, Network, Printer/Scanner, and account issues
• Determine if the issue is hardware, software or firmware related
• Analyze End User’s issue(s) and develop a viable solution
• Support mobile device setups and troubleshooting
• Troubleshoot End User network and network related issues
• Reconfigure network connection if resolution is not network hardware related
• Reset user credentials through Active Directory or other related tools
• Walk EU through steps they can do themselves to halp resolve minor issues in the future

Confidential

Tech Analyst - Level II

Responsibilities:

• Take calls from EUs related to PC, Website, Network, Printer/Scanner, and account issues
• Determine if the issue is hardware, software or firmware related
• Analyze EU’s issue(s) and develop a viable solution
• Fully wipe drives and reinstall OS if necessary
• Troubleshoot EU network and network related issues
• Reconfigure network if resolution is not network hardware related
• Reset user credentials through Active Directory or other related tools
• Inform the user how to halp avoid their current issue if avoidable
• Walk EU through steps they can do themselves to halp resolve minor issues in the future
• Install, troubleshoot, or repair software. i.e. O365, Cisco VPN, SEP, Bitlocker, Browsers. Etc.
• Install, troubleshoot, or repair OS software and drivers if necessary

Confidential

Service Desk Tech I

Responsibilities:

• Provide support to multiple departments of TJ Max and affiliates.
• Take inbound calls from EUs related to PC, Website, Network, Printer/Scanner, and account issues
• Supporting all retail store hardware and software (POS System/Networking/Printers/Phones/Etc.)
• Supporting corporate hardware and software (Kronos/Networking/Printers/Phones/VPN & RSA/Etc.)
• Ticketing and Issues all tracked and handled through Service Now.
• Basic server hardware and software support for retail stores. (Windows 2008/20012 OS)
• Resolved tier 1 and tier 2 tickets for stores and corporate associates.
• Assist agents in troubleshooting, ticket resolution and escalation.
• Resolve major incident issues as the projects are assigned, following best practices.

Confidential

Integration Center Technician

Responsibilities:

• Provide support to multiple departments filling in for staffing needs on projects.
• Rack & Stack server cabinets completing all hardware installation and cable management.
• Work on hot isle builds expanding existing projects within the live data halls.
• Regular datacenter and warehouse upkeep as needed.
• Ensure proper layout and placement for cooling, power, and network distribution.
• Manage In-cab and Outer-cab cabling within a data center, including installation of DAC/Fiber/CAT 6/Power cables.
• Install casters on server cabinets

Confidential

Implementation Advisor

Responsibilities:

• Provide customer technical support and project coordination for Mitel’s VoIP phone systems. Installed for small business consumers (50 seats or less) including halp with self-install or onsite technician installation.
• Coordination for project resources, system design, equipment shipping, onsite tech installation, backend programming, testing and finally getting the system live.
• Work through quality control testing with the customer, providing guides and system information after implementation is complete.
• Complete system implementation project in a timely manner. Cycling through multiple customer projects regularly. Generally having 5-16 projects active at a time in different stages.
• Regularly report and communicate progress to customers & business partners. As well as Mitel management getting weekly reports on project status updates.

Confidential

Reject Processor - QC

Responsibilities:

• Provide customer technical support for DHL shipping websites and systems.
• Shipping website troubleshooting, walkthroughs, general support.
• Support for shipping systems for servers sent to large corporate customers. Support covers all hardware, software and peripherals included with the system.
• All support was done over the phone in a call center environment, but LogMeIn was the remote support tool of choice.
• Regular assigned lists of systems needing manual updates and follow-up was done.
• Ticketing and Issues all tracked and handled through Service Now.

Confidential

I.T. Specialist

Responsibilities:

• Was the lead tech for the It support team, consisting of 3 technicians. Managing the training of new techs, leading project implementation and completion, in house ticketing and assigning projects to other techs.
• Worked with Cisco Meraki systems for wireless access and mobile device management from the dashboard.
• Maintained inventory for all computer systems and included peripherals. dis includes extra stored inventory and all deployed systems.
• Full support for all hardware and software used within the schools and district office. Support was either in person or over the phone with a remote connection to the system.
• Installed network infrastructure for all new school sites. Running cable, installing server and network hardware on the server racks, setting up end-user computer systems for staff and students, Basic smart hands work for VoIP phone systems after the firewall and switch were configured and shipped to the site.
• Perform new user IT training and communication of IT policies and standards.
• Regularly update any policy and procedure or documentation of regularly practiced methods in the IT department.