TECHNICAL SKILLS

Operating Systems: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, and Windows 98.

Software: Microsoft Office 2010, Microsoft Office 2007, Microsoft Office 2003 suite, Microsoft Office XP suite, SCCM, Adobe Acrobat and Adobe Reader, Roxio Easy CD creator, Remedy Action Request System, Active Directory, SMS (Systems Management Server), Safeboot, SharePoint, Webmail, SRA (Secure Remote Access),UTT Ticketing System, Cisco VPN (Virtual Private Network), Lotus Notes, RDC (Remote Desktop Connection), Tivoli, iPad, Guardian Edge, Wave, BES (Blackberry Enterprise Server)Boxtone and Blackberry Manager, Apple, Bomgar, Dymo Label Writer, Maximo, Fog Bugz, Oracle People Soft, PC Mover, Classified Systems (Wyse Thin Clients), Microsoft Exchange Management Shell, ID Max, Maas 360

Skills: Hardware and software troubleshooting, remote troubleshooting (Desktop Support & Phone Support), Software installation Re - imaging Laptops and Desktops, Mobile Device Troubleshooting Creating Cat5e cables Systems Operation Center (SOC) 5+ years.

PROFESSIONAL EXPERIENCE

Desktop Support Technician

Confidential

Responsibilities:

• Resolving incoming tickets via Service Manager and Service NOW
• Installing new desktops and laptops
• Re-imaging laptops and desktops from Windows 7 to Windows 10
• Documenting Tickets with detailed information
• Displaying great customer service via Skype, Email, Phone, and in Person
• Office 365 Environment
• LAN WAN troubleshooting
• Resolving tickets remotely via Remote Desktop Connection
• Installing Printers on Laptops and Desktops
• Installing and Troubleshooting standard and personalized software
• Working directly with VIP customers to resolve tickets
• Installing Printers on MAC laptops
• RAM Upgrades on Laptops and Desktops
• Re-imaging multiple machines at once
• Re-seating ethernet connections in telephone/network closet

Mobile Device Tech

Confidential

Responsibilities:

• Resolving incoming tickets via Ticketing System
• Setting up New Mobile Devices
• Supporting Android and Apple Devices (Tablets, and Phones)
• Activating Mobile Devices via Carrier
• Replacing Existing Mobile Devices
• Office 365 Environment
• LAN WAN troubleshooting
• Resolving Remedy Tickets via SCCM
• Install applications for customer to use their work Emails
• Troubleshooting VIP incidents and requests
• Scheduling meetings with Customers
• Providing on call and onsite assistance for Mobile Devices
• Helping Customers reset, and create Apple ID’s

Sr. Mobile Support Engineer

Confidential

Responsibilities:

• Answering and Resolving incoming tickets via Phone and Remedy
• Troubleshooting iPhones, Blackberries, and Androids
• Processing Lost, Stolen, and Found Devices
• Troubleshooting Global OpenNet connection issues
• Browser configuration for Windows and MAC PC’s
• Displaying excellent customer service
• Office 365 Environment
• LAN WAN troubleshooting
• Troubleshooting Remotely using SCCM
• Activating Blackberries via Blackberry Enterprise Server (v10 and v12)
• Resetting Blackberry Device Passwords via Blackberry Enterprise Server
• Re-issuing RSA Tokens via the RSA Console
• Adding and Removing iPhone users from Xenmobile console.

Help Desk Analyst

Confidential

Responsibilities:

• Installing Local Printers and Network Printers Remotely
• Assigning Tickets Using Remedy
• Troubleshooting Blackberry Devices, and IOS Devices
• Resetting Passwords, Updating Distribution Lists, and Adding PC’s to the correct OU in AD
• Transferring documents from ClassNet to OpenNet and Vice Versa for Customers
• Troubleshooting Microsoft Office Suite 2010 Applications
• Office 365 Environment
• Assisting users over the phone with scanning capabilities
• Making sure each customer is satisfied with customer service before closing ticket
• Resolving VIP incident tickets within the Remedy ticketing system
• Working in a call center environment
• Assisted With Windows 10 Migration on Classified Systems
• Resolving multiple incidents via SCCM
• Windows Power Shell Scripting
• LAN WAN troubleshooting
• Re-imaging Classified Computers
• Keeping the inventory for installation projects
• Resolving tickets by interacting with the customer face to face

Tier 1 - Tier 2 Tech

Confidential

Responsibilities:

• Installing local printers, and network printers
• Assigning tickets to myself from Maximo queue
• Troubleshooting Blackberry Devices & Completing Enterprise Activation
• Setting up iPAD’S and iPhone’s for initial use
• Using SCCM to assist users Remotely
• Assisted with Windows Migration
• Creating new workstation names within Active Directory and adding them to the correct OU
• Setting up new workstations (Desktops, and Laptops w/ Docking Station)
• Troubleshooting Microsoft Office Suite 2007 and 2010
• Office 365 Environment
• Setting up new Scanners for customers (Example: Scansnap S1500)
• Making sure each customer is satisfied with customer service before closing ticket
• Resolving VIP incident tickets within the Maximo ticketing system
• Re-imaging computers from Windows XP to Windows 7
• Working in a call center environment Answering 50 - 60 Calls daily
• 80 - 90 % First Call Resolution
• LAN WAN troubleshooting
• Troubleshooting Blackberry, Apple, and other Mobile Devices

Desktop Support Tech

Confidential

Responsibilities:

• Installing Switch Boxes for Desktops and Laptops so customers can use secure and unsecured network
• Installing local printers, and network printers
• Assigning tickets to myself from Remedy queue
• Troubleshooting Blackberry Devices & Completing Enterprise Activation
• Setting up iPAD’S and iPhone’s for initial use
• Assisted With Windows Migration
• LAN WAN troubleshooting
• Creating new workstation names within Active Directory and adding them to the correct OU
• Setting up new workstations (Desktops, and Laptops w/ Docking Station)
• Troubleshooting Microsoft Office Suite 2007 and 2010
• Setting up new Scanners for customers (Example: Scansnap S1500)
• Making sure each customer is satisfied with customer service before closing ticket
• Resolving VIP incident tickets within the Remedy ticketing system
• Re-imaging computers from Windows XP to Windows 7
• Provide onsite troubleshooting for Laptops, Desktops, Blackberries, Printers, Scanners, & Software.

Tier 2 Tech

Confidential

Responsibilities:

• Re-imaging laptops with Windows XP, and Deploying new laptops with Windows 7
• Installing local printers, and network printers
• Assigning tickets to myself from Remedy queue for my assigned floor
• Troubleshooting Blackberry Devices & Completing Enterprise Activation
• Setting up iPAD’S and iPhone’s for initial use
• LAN WAN troubleshooting
• Installing and Troubleshooting applications Remotely using SCCM
• Creating new workstation names within Active Directory and adding them to the correct OU
• Setting up new workstations (Desktops, and Laptops w/ Docking Station)
• Troubleshooting Microsoft Office Suite 2007 and 2010
• Setting up new Scanners for customers (Example: Scansnap S1500)
• Making sure each customer is satisfied with customer service before closing ticket
• Resolving VIP incident tickets within the Remedy ticketing system

Tier 2 Technician

Confidential

Responsibilities:

• Setting up laptops for the customers after they’re re-imaged
• Performed onsite trouble shooting (Desktops, Laptops, Printers, Scanners, and Blackberries)
• Resolved tickets using Quest software ticketing system
• Remotely resolving incidents using SCCM software
• Troubleshooting Blackberry, Apple, and other Mobile Devices
• Moving Computers to correct OU (Organizational Unit) using Active Directory
• Installing non-standard and standard software on laptops and desktops.
• Resolving VIP incident tickets within the Remedy ticketing system
• Resetting Passwords for Financial Databases

Tier 2 Agent

Confidential

Responsibilities:

• Re-imaging laptops with Windows XP and Deploying new laptops with Windows 7
• Setting up laptops for the customers after they’re re-imaged
• Troubleshooting Blackberry, Apple, and other Mobile Devices
• Resolving Remedy Tickets using SCCM
• Performed onsite trouble shooting (Desktops, Laptops, Printers, Scanners, and Blackberries)
• Resolved tickets using Remedy ticketing system
• Moving Computers to correct OU (Organizational Unit) using Active Directory
• Installing non-standard and standard software on laptops and desktops.
• Loading boxes (old and new equipment) into company moving van called “Asset Runs”

Tier 1/ Tier 2 Agent

Confidential

Responsibilities:

• Troubleshoot hardware and basic issues with software applications
• Provide Tier One, and Tier Two Help Desk Support to incoming requests on daily questions and problems
• Document and update status of calls/resolutions in tracking ticket system
• Keep staff informed as to the status of their problem
• Blackberry Support in Mobile Kiosk for incoming clients
• Polycom Audio/Video setup and configuration for staff teleconferencing meetings
• Operating System Supported- Windows 7.
• Resetting Passwords for Financial Databases

Tier 1/ Tier 2 Agent

Confidential

Responsibilities:

• Troubleshoot hardware and basic issues with software applications.
• Provide Tier One, and Tier Two Help Desk Support to incoming requests on daily questions and problems
• Document and update status of calls/resolutions in tracking ticket system.
• Escalating calls to Level 2 support team as needed.
• Troubleshooting Blackberry, Apple, and other Mobile Devices
• Handle calls by logging them in a call/resolution tracking ticket systems.
• Keep staff informed as to the status of their problem
• Operating System Supported- Windows 7
• Resolving VIP incident tickets within the Remedy ticketing system
• Resetting Passwords for Financial Databases