TECHNICAL SKILLS

Systems: Windows 9X/XP/7/8/10, Linux Synology Server, Mac/OS, VM’s, Windows Server, DNS, VMWare

Software: MS Office 365, SharePoint, OneDrive, Google Suite, Gmail, Lotus Notes, Active Directory, SCCM, MDM, RDP, PuTTY, FTP, VMWare, VPN, WebEx, Webroot, WordPress, SSL Installation, Citrix

Hardware: PC assembly, upgrades, maintenance and repairs, Printers, iPhone / Android devices, Networks, Servers, and Switches

PROFESSIONAL EXPERIENCE

Confidential, Coopersburg, PA

PC Help Desk - Level 2

Responsibilities:

• Monitored and responded to all support requests while maintaining detailed notes in the ticketing system
• Resolved all manner of issues, including networking, remote connectivity, software (Microsoft 365, etc) and hardware support, etc. Escalated issues as necessary.
• Created, updated, and improved upon internal documentation for software and company processes as necessary.

Confidential, Allentown, PA

System Administrator

Responsibilities:

• Acted as main support for users both in-house and remote across the country
• Managed user accounts and computer objects through Windows Active Directory
• Generated and monitored ticket progress with corporate IT to resolve company-wide issues
• Coordinated rebuild of computers from Windows 7 to Windows 10 while maintaining user settings between computers. Worked directly with users to ensure minimal impact to productivity during the switch.
• Built and managed MDM systems through SOTI MobiControl for intrinsically safe warehouse tablets according to base specifications required by company applications
• Migrated user backup systems from Symantec DLO to OneDrive to improve procedures as a result of users moving to a full cloud-based experience.

Confidential, Allentown, PA

Technical Analyst

Responsibilities:

• Interfaced with clients and internal staff on all levels of IT-related projects and issues.
• Worked with Designers to update WordPress sites and plugins. Maintained SSL installation for all hosted sites.
• Assessed client needs, composed proposals, and installed requested equipment.
• Improved departmental processes by reviewing current gaps in policies and documentation, then setting up standardized procedures to follow on a client by client basis.
• Utilized this information to create a departmental binder for ease of reference for all IT staff when speaking with any client.
• Main contact for clients for issues relating to software applications, including Microsoft 365 administrative permissions
• Interacted directly with Finance department to review and update IT billing procedures while initiating a full scale departmental audit.

Confidential, Allentown, PA

Desktop Support Analyst

Responsibilities:

• Travel to various sites to install PC’s, printers, and accessories in preparation for launching the EPIC system
• Work with end-users to assess needs in relation to requirements for deployment of current and future equipment, including desktop and hand scanners.
• Updated database to assist in future deployments while correcting errors as they were identified.

Confidential, Allentown, PA

IT Service Desk Technician

Responsibilities:

• Serviced 250+ end users spread across 5 buildings both in-person and through remote connection
• Monitored all user requests through the Track-It ticketing system. Escalated issues as appropriate.
• Assisted in improving upon Help Desk processes to create a better experience for the end user.
• Introduced imaging process to rebuild computers, reducing new hire setup time from 2-3 days down to 2 hours.
• Worked with other members of IT to assist in supporting a company-wide domain change.

Confidential, Santa Monica, CA

IT Service Desk Technician / Coordinator

Responsibilities:

• Recorded technical issues and requests. Diagnosed and resolved problems. Escalated issues as appropriate.
• Interact with all levels of staff to resolve various technical issues with personal computers, medical research computers, printers, and conference room equipment.
• Contact vendors as appropriate for maintenance in accordance with company contracts.
• Maintain and report hardware inventory on a monthly basis in accordance with corporate requirements.
• Format and image computers for company use. Add computer to the DNS utilizing Active Directory as needed.
• Primary point of contact for equipping new hires with appropriate desk setup. Activated ports as needed and installed additional software upon request.
• Streamlined the computer setup process from an average of 2 hours per computer per user down to 15 minutes.

Confidential, Agoura Hills, CA

Load Specialist / IT Desktop Technician

Responsibilities:

• Troubleshoot hardware, software and network connection problems
• Install and configure peripherals, components and drivers for all new and existing computer equipment
• Prepare and install all pertinent software and applications for new employees while maintaining a running inventory of all hardware and software licenses to ensure compliance
• Responsible for all post-installation VoIP phone system programming, including voice mail creation, initiating new lines for the help desk, and adjusting hours based on vacation time
• Monitor availability of client data and pull from various carrier sites for loading into the system
• Updated and improved the loading process involving client data, ultimately decreasing error rate to 0% by utilizing a multi-tiered inherent check system
• Created manuals to establish standards for handling client data, including downloading, loading, and digital filing