SUMMARY:

• Innovative, results - driven, and methodical professional, offering solid experience in IT operations, encompassing network troubleshooting and antivirus maintenance within the technology and corporate industry. Armed with proven knowledge of security maintenance, hardware repair, and application management; ensuring operational efficiency and optimal service delivery. Capable of developing strategic plans and deploying technical standards for operations and support. Technically proficient with Microsoft Office Suite and Windows 7/8/10 operating systems.

PROFESSIONAL EXPERIENCE:

Confidential

IT Helpdesk/ Service desk analyst/ Consultant

Responsibilities:

• Service Desk experience addressing 35 - 40 tickets daily via Service Now ticketing system.
• Opening and assigning tickets to appropriate departments and addressing them in a timely manner.
• Extensive Knowledge of Active Directory Services and structure
• Creation of new users in Active directory, resetting passwords, unlocking machines, etc.
• Experience using Softphone 350 telecom application
• Experience using Bombgar Beyond Trust RDP system
• Knowledge utilizing Citrix Gateway and Citrix receiver
• Microsoft office 365 troubleshooting experience
• Windows 7 and Windows 10 administrative and troubleshooting experience
• Organized all incoming electronic equipment through an asset tagging barcode system
• Remote service desk assistance and troubleshooting for employees experiencing system issues
• Experienced in MFA (Multi Factor Authentication) integration
• Experience in using Microsoft Dynamics 365 CRM such as editing and updating contact information, Administering account information, Resolving active cases and keeping up to date records, printing monthly reports when necessary.
• Experience troubleshooting Microsoft Outlook and repairing OST/PST files.
• Experience in IT Asset management, equipment analysis, inventory maintenance, asset assign, etc.
• Experience and knowledge of Virtual Desktop Infrastructure(VDI) and Virtual desktop Environment (VDE)
• Used Service Now Ticketing system to keep track of all IT related request and work assignments
• Skilled in the use of Active Directory and low level network administration duties and GPO management.
• Acted as key point person in incoming departmental employees, as well as staff regarding general information
• Knowledgeable of ITIL processes
• Contributed Ideas to the streamlining and improvement of printer deployments in the Managed print services program
• Formulated new methods in allocating tasks among employees, which enabled improvements in efficiency and time management and dealing with continuously increasing workload
• Spearheaded various special projects, thus attaining prompt and positive results for the clients

Confidential

Desktop Support/ IT Helpdesk/ Consultant

Responsibilities:

• Desktop support and Administration
• Knowledge of Windows Server 2012 and Active Directory
• Printer installation, repair and maintenance. Assisted the in the Managed print services project
• Assisted in the creation of printer queues and network troubleshooting issues when needed.
• Aided in the deployment, repair and maintenance of PC equipment and paraphernalia
• Organized all incoming electronic equipment through an asset tagging barcode system
• Responsible for the repair and/or replacement of all PC and Laptop hardware and upgrades such as application installations, RAM upgrades, hard drive replacement/upgrade
• Remote service desk assistance and troubleshooting for employees experiencing system issues
• Experienced in MFA (Multi Factor Authentication) integration
• Experience in using Microsoft Dynamics 365 CRM such as editing and updating contact information, Administering account information, Resolving active cases and keeping up to date records, printing monthly reports when necessary.
• Basic knowledge and troubleshooting of Microsoft Outlook and repairing OST/PST files.
• Experience setting up and installing VOIP phones.
• Experience in utilizing a RMM platform for remote management
• Experience in using MDM and MAM applications
• Experience in IT Asset management, equipment analysis, inventory maintenance, asset assign, etc.
• Experience maintaining and troubleshooting Android mobile devices such as Cellphones and Tablets.
• Experience handling VIP white glove service, meeting all high end clientele needs
• Responsible for the ordering and organizing of all printer supplies such as Toner, paper, repair kits, etc.
• Aided in the department wide deployment and upgrading of new PC and print devices existing offices and newly set up offices.
• Used Service Now Ticketing system to keep track of all IT related request and work assignments
• Skilled in the use of Active Directory and low level network administration duties and GPO management.
• Acted as key point person in incoming departmental employees, as well as staff regarding general information
• Contributed Ideas to the streamlining and improvement of printer deployments in the Managed print services program
• Formulated new methods in allocating tasks among employees, which enabled improvements in efficiency and time management and dealing with continuously increasing workload
• Spearheaded various special projects, thus attaining prompt and positive results for the clients

Confidential

Office Assistant/ IT Helpdesk

Responsibilities:

• Troubleshot and maintained all Canon and HP copiers and printers
• Fulfilled several duties in the Facilities Department, including general maintenance of the site
• Assisted the IT Department in setting up and installing new personal computers and phones for new employees
• Aided in troubleshooting hardware and software, replacing defective components, and configuring printers and access points
• Organized all incoming electronic equipment through an asset tagging barcode system
• Experience handling VIP white glove service, meeting all high end clientele needs
• Exemplified skills in fulfilling several duties in Office Services, Facilities, and Records Management departments, including sorting and distributing incoming USPS mail, parcels, and packages; processing incoming and outgoing UPS, Fedex, and DHL packages; addressing employees’ email requests; and obtaining vendor orders
• Drove efforts in launching new offices for new employees
• Collected, organized, and encoded all firm files in the system for the Records Management Department
• Stored and uploaded physical files off site, while retrieving files as needed for auditing
• Acted as key point person in incoming departmental employees, as well as staff regarding general information
• Drove efforts in replacing vendors for office, pantry, copier, and printer supplies, which reduced cost by 30%
• Formulated new methods in allocating tasks among employees, which enabled improvements in efficiency and time management and dealing with continuously increasing workload
• Spearheaded various special projects, thus attaining prompt and positive results for the clients