PROFESSIONAL SUMMARY:

• Customer service centric IT Infrastructure professional with almost two decades of proven professional experience. Currently have 20 years’ experience in corporate environments. Works well under pressure in either a team or individual setting. Looking for long - term employment where my skill set can be leveraged to provide value to the department and organization while growing my skill sets and career.

TECHNICAL SKILLS:

Operating Systems: Windows 3.1-Windows 11/Server OSX, Novell 3,4,5, and 6.5,Ubuntu Linux, Android OS, Zen Server, Citrix Server, AWS

Networking: DNS, TCP\IP, DHCP, SNMP

Project Examples: Merger of Novell trees, Configuration/Addition of users to Windows NT server

Software: MS Office Professional Suite, WMS Warehouse Management System, AdobeProducts, MacAfee, Symantec Suites, Internet Explorer, Fortress 101, Logmein, Joinme, Gotomeeting, Bomgar, Microsoft Teams, Facets, Oracle Virtual Box, VMWare, Service Now, JIRA, Confluence, Office 365, Hyper V, MDT Tools, SSCM, BMC, Solarwinds InTune

Firewalls: Fortinet, Sonicwall, Meraki

PROFESSIONAL EXPERIENCE:

Desktop Support, (PC Tech Wizards)

Confidential

Responsibilities:

• Troubleshooted Outlook issues during company merger
• Deskside support for issues pertaining to printers, active directory, networking issues
• Imaged PC’s using SCCM during Migration to Windows 10
• Replaced PC’s with outdated Operating Systems and ensured functionality of each associate
• Setup rooms for incoming new hires
• Documented any issues which needed to be escalated to the appropriate team

NOC Engineer

Confidential

Responsibilities:

• Proactively monitored client networks and equipment and took immediate action or escalated alerts as required.
• Took field client phone calls, emails, and alerts and created tickets.
• Provided first & second level of support to clients to identify, diagnose, and resolve issues accordingly.
• Escalated / dispatched trouble tickets to appropriate channels to ensure tickets are closed in a timely fashion
• Communicated technical issues and solutions with clients in business terms.
• Ensured all tickets were updated with accurate and timely information

Sr Tech Support Analyst Consultant

Confidential

Responsibilities:

• Took incoming requests for support via phone, email, or walk-ups, gathering information from end users and creating trouble tickets via Footprints.
• Worked with other IT departments and acted as onsite troubleshooting resource for hardware and networking equipment
• Updated equipment to ensure Group Policies and ensured each Laptop or PC was in the appropriate Active Directory OU.
• Imaged and configured desktops, laptops via BMC, Verified images to ensure proper delivery
• Performed ongoing upgrades and patches as required
• Configuration, and deployment of SCCM for imaging and deployment of applications and Operating Systems across
• Evaluated out of date hardware and assisted in preparation for disposal/donation and updated inventory accordingly.
• Extensively used JIRA to track the Bugs and Issues, fix the bugs when encountered, and prioritize the bugs as per severity and features.
• Understanding the security impacts of end user request and ensuring adherence to company guidelines
• Worked on special projects deploying Zoiper documenting different incidents and finding the solution needed.
• Worked on recovering data from encrypted systems as well as documenting the various incidents which caused the issue.
• Took on the issues that level 3 techs could not good example zoiper from double positive created the package deployed it and troubleshooted.
• Communicate with external members and provides to resolve issues claims, bills and enrollment
• Suggest improvements to resolve issues with system operations and performance
• Create documents on operating systems and customer service skills

Data Security Administrator and Configuration

Confidential

Responsibilities:

• Creating rights for different AD user access.
• Organized access levels on systems for internal customers to ensure IT capabilities
• Ensured network and systems security and explained security policies to employees
• Assisted Data Security Officer in documenting security policies for organizations
• Participated in projects to improve the integrity of the network and applicable systems
• Provided support to the Help Desk Center and responded to customer needs

Service Specialist

Confidential

Responsibilities:

• Supported network users of bank website on a Novell Network by resetting accounts
• Troubleshot employee issues by remote controlling their workstations and resolving issues
• Ensure ticket numbers for issues which weren’t resolved were sent to proper departments
• Trained new representatives to ensure quality support from the IT Department
• Promoted after one year due to quality of work

Centralized Customer Service

Confidential

Responsibilities:

• Assisted customers and employees of information on their account
• Accurately verified each caller to prevent fraud.
• Ensure any issues which needed to be escalated reached a supervisor
• Promoted after 6 months due to quality of work