SUMMARY:

• To strive in tier 2 technical support/managerial level of employment in a workplace with the ability to excel when showing exceptional conduct. Become part of a well - focused, friendly, and motivated team where someone can pursue an excelling career in the IT field.
• Network+
• Printers
• Office 365 Admin
• Active Directory
• Azure AD
• Microsoft Exchange Admin
• Duo Security
• Google Admin
• A+
• Communication
• Customer Service
• Citrix Receiver
• Punctuality
• Self-Initiator
• Professional and Helpful Attitude
• Dependable
• Web-Design & App Development
• Word
• Excel
• Outlook
• PowerPoint
• JitBit Ticketing System
• Pegasus Ticketing system
• Service Now Ticketing system
• Microsoft Deployment Tool
• Batch File Creation
• Modifying OS/iOS
• On-site\Remote Support

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support | EUC Manager

Responsibilities:

• As the analyst, I will be responsible for managing and troubleshooting hardware (Desktop/Laptop/Workstation/Printers), application (MS Office, MS Teams, Jabber, PowerBI), and generic support queries related to remote support.
• Understanding of Outlook concepts (Mailbox access, adding the mailbox to outlook, OST, PST, Notes, Delegation) and troubleshooting outlook connectivity issues
• Troubleshoot hardware issues related to Desktop/Laptop/Workstation
• Knowledge of printer/scanner configuration/installation and troubleshooting issues for various manufacturers
• Troubleshooting issues related to IP Phones and iPhone
• Internet connectivity issues on desktop/laptop (port blocking, DNS update)
• Perform activities like (installation, configuration, and access provisioning) on various applications
• Good understanding of Shared Folders concepts and troubleshoot issues related to folder access and security provisioning
• Knowledge of “Bitlocker Recovery” and should be able to fix issues related to it
• Should have knowledge of basic Active Directory concepts and assist users with password-related queries (reset, unlock)

Confidential

Desktop Support Engineer

Responsibilities:

• Arriving to work wearing appropriate work attire
• Diligently staying motivated to finding new ways to complete our tasks in a more efficient manager
• Troubleshoot, repair or provision new electronical equipment (iPhone, Laptops, Monitors, etc.…)
• Support onsite and remote users with any Office 365 issues: password resets, email address change, access requests, new hire and account termination
• Assist in establishing new material and procedures, as well as quick troubleshooting documentation for end-user support
• Train new hires on application procedure as well as troubleshoot new hire orientation issues in timely manner
• Provision new hire equipment and documentation within the procedural timeframe
• Coordinate with team leads/managers regarding new hire orientation proceedings and changes
• Work efficiently with all other teams associated with Confidential, CareMore and Anthem technical support
• Ability to determine and execute troubleshooting steps for high priority issues in high stress situations while also meeting SLA goals for all other tasks
• Utilizing Microsoft Deployment Tool (MDT) to image new and refurbished machines, while also researching new updates for current optimal images while staying with company security policy
• Executing account terminations immediately when prompted by managerial staff (i.e.: AD, Exchange, Fuze, etc…)
• Assist EMR/Salesforce team with support when needed
• Support Citrix Receiver for all Anthem and Aspire users

Confidential

Desktop Support Specialist

Responsibilities:

• Maintain constant connection with all servers for all services.
• Priorities issues depending on their urgency.
• Manage all users with AD and Azure, account creation/termination; Access requests and account modifications; password resets and email changes
• Promptly arrive to work location in a timely manner for my shift.
• Diligently resolve all issues as soon as possible whether they be server issues all the way to desktop icons.
• Manage and provision company equipment as well as monitoring asset for quarterly audits
• Assist with new hire ; assist in creation of documentation for new hires and trainers for known technical issues or process on navigation company programs and systems
• Support and manage PBX serve as well as provide support to end users utilizing our telecommunication software provided by 8x8
• Arrive to work wearing appropriate work attire.
• Motivated to also stay productive, even when there are no issued to assist with.

Confidential | Nashville, TN

Vanderbilt Help Desk Agent

Responsibilities:

• Consistently motivated in first call resolution for our patients/users
• Upholding the agreement of protecting PII & HIPPA.
• Proactively arriving on time and ready to be productive before the start of shift.
• Utilizing epic tools, Pegasus ticketing system and Vanderbilt knowledge articles for 1st call response.
• Keeping accurate and well details documentation of issue for preparation for tier 2 response if 1st call response is not possible.
• Adaptive communication skills to be able to guide any user through a Windows/Mac OS
• Being able to stay calm and focused in a fast-paced medical environment.
• Ability to learn quickly and encouraged to ask questions of senior staff if all other resources have been exhausted.
• Consistently motivated in first call resolution for our users (Paramount, BET, MTV, VH1, etc...)
• Upholding the agreement of protecting PII about the client/user.
• Proactively arriving on time and ready to be productive before the start of shift.
• Utilizing Active Directory, lockout tools, command prompt, remote interfaces, remote desktops, notes, web pages and anything else in my disposable to resolve user issues.
• Keeping accurate and well details documentation of issue for preparation for tier 2 response if 1st call response is not possible.
• Troubleshooting video/audio conferences for standard employees to EVPs that utilize cisco unity software, skype or Lync
• Adaptive communication skills to be able to guide any user through a Windows/Mac OS
• Knowledge of Office programs. (Ex: Word, PowerPoint, Skype, Outlook, etc...)

Confidential

Technician

Responsibilities:

• Troubleshoot laptops, desktops and smartphones
• Building custom PC’s for customers
• Order replacement parts for broken machines
• Converse with customers in a polite manner
• Problem solve troubling situations in a timely manner
• Always show up in a neat and professional appearance