OBJECTIVE:

• To obtain a rewarding position as IT desktop support employee of a network that is challenging and has opportunities for both growth and advancement.

TECHNICAL SKILLS:

Technology and Tools: Windows 7, XP, Vista, 2000, VM Ware, VDI Virtual Work Stations Active Directory, SAP, Seibel, Compass, Microsoft Office (97 - 2010), C++, Visual Basic Mainframe: TSO / 3270, AWD, BI, AS400, JDE (J.D. Edwards) Remote tools: NetMeeting, UniCenter, Remote Control, Dameware, Remote Desktop, Remote Assistance, NTR support, GoToMeeting, etc. Outlook, Lotus Notes, Lotus Notes Databases, Lotus Notes Traveler, Source ONE, Email Extender Symantec Client Firewall, Symantec Antivirus, Trend, McAfee, Norton Antivirus, Network Security Drive mapping, backups, file restores/recovery, Oracle

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk

Responsibilities:

• Help Desk support for Axcess-Financial IT supporting thousands of Axcess-Financial employees
• Support thousands of Checkngo & Allied stores servicing their IT infrastructure needs
• Provide local and remote support for Axcess-Financial employees, contractors and stores mentioned
• Resolve computer related and printer issues either in office or via remote tools to address issues in a timely manner and work with other groups to resolve issues for our users
• Support, redirect and install different types of printers and drivers and insure data from program data print accordingly.
• Trouble shoot various issues with Zimbra/Outlook, Active Directory/LAN passwords, Chexar, Stars and Connections
• Run numerous scripts for performing redundant tasks etc.
• Create tickets using ServiceNow ticket system used for tracking incidents

Confidential

Desktop Support- Help Desk

Responsibilities:

• Desktop Support / Help Desk support for Ohio National Financial Services
• Supported Windows 7 Environment upgrade, Windows XP and Virtual machines
• Provided technical software support for Ohio National web sites for home office agents as well as outside agents and customers using the Ohio National’s various components on the sites
• Fielded VDI /VM Ware calls for users using virtual machines that have numerous issues on-site
• Provided local and remote support for Ohio National employees, contractors, consultants and temps
• Replaced defective parts or equipment either with in-house replacement parts or issue replacement parts (monitor, keyboard, mouse etc.) via order request if part not presently in stock
• Reset Mainframe TSO passwords and printers, Active Directory/LAN passwords, addressed Lotus Notes disk quota issues as well as single sign-on Source ONE and database issues
• Individual in charge of handling Loaner Laptop recovery and distribution for entire company
• Resolved computer related issues either in office or via remote tools to better address issues in a timely manner and worked with other groups to resolve issues for our users
• Fielded AWD (Automated Work Distribution) and BI (Business Intelligence) calls for various issues from password resets to trouble shooting errors and escalating some issues to other groups
• Created tickets using Remedy before company conversion to ISupport ticket system used for tracking incidents

Confidential, Cincinnati, Ohio

Call Center Support Analyst

Responsibilities:

• Field calls from merchants supporting their proprietary software through Confidential gateway
• Help resolve batch processing issues accessing daily reports etc escalate possible fraud issues
• Walk clients through the process of resolving register errors and how to use Confidential
• Assist Users with the installation of QuickBooks plug in and its uses on Confidential payment panel
• Document changes made with customers and forward it to next level in lieu of Remedy ticketing system that is not in place yet. Windows 7 platforms used in office.
• Support clients with login/accessibility issues resets or escalate calls outside the norm to level 2 rep
• Took care of wife and household during high risk pregnancy

Confidential, OH

IT Customer support

Responsibilities:

• Level 3 Support Help Desk support of all of Sara Lee globally on multiple Domains within Active directory.
• Managed Domains that were structured accordingly to company policy and need such as NorthAmerica being part of the NA domain,DE for their Coffee and TeaDomain, App for applicationsor programmers Domain and CTI used for Bakery.
• Remote Desktop support using various remote tools such as NetMeeting, Live Meeting, Unicenter Remote Control, Dameware
• Setup Outlook e-mail for new users and helped users maintain company standards using the program
• Answered calls using Avaya phones and UniCenter Service Desk ticket and management system.
• Reset passwords and restarted printers using AS400 install Icons and setup on various AS400 Servers
• Contributed to weekly staff meetings aimed at goal setting and perfecting our customer support
• Trained new employees on how to perform routine daily job activities within our support group
• Served as Bakery expert Champion when that division was transferred to our area
• Served as DMS specialist, and worked to troubleshoot VMCF printers and Symbol HH computers issues
• Remapped share and team drivers for users across the company and tested access for users
• Setup network printers and helped in troubleshooting of local and network printers to assist the client
• Walked clients through wireless network setup at various onsite locations

Confidential, OH

Help Desk Analyst

Responsibilities:

• Member of Policy & Procedures Answer Bank for Key Bank
• Provided excellent customer service and assisted branches in all aspects of daily banking needs
• Entered comments & questions appropriately in database
• Navigated bank’s information database in order to best answer customer questions and to meet their needs
• Worked as a team to complete a 1200 pc roll out, installation and set up for another Xerox project and did so under the expected time projection
• Installed 4500 Black & White Laser Printers for Xerox account
• Installed 6250 Laser Color Printers for Xerox account
• Configured printers with correct IP addresses, subnet mask and default gateway
• Set up MailLynx on all printers installed for automatic reorder of toner cartridges
• Trained employees on how to use new printers to ensure a smooth working environment
• Answered employee questions on how to use new printers to helped transition them to the new technology

Confidential, OH

Field Technician

Responsibilities:

• Part of IMS computer roll out team for Cincinnati Public Schools
• Traced lines from wiring closets to drops in rooms and vice-versa
• Used tone generators to ensure a connection and marked drops accordingly
• Ensured that there was no cross over in wiring closet from patch panel to panel
• Assisted configuration technicians in higher level configurations

Confidential

Contractor

Responsibilities:

• Used hand held scanners and computer system to perform inventory for G. E. plant in Evendale, OH
• Deciphered whether parts were governmental or commercial and inventoried accordingly
• Used computers and in house programs to track job progress and complete paperwork

Confidential

Responsibilities:

• Used company computers to track and process product and orders
• Operated Tran stacker machines and set up assembly line by checking and stocking supplies
• Worked as part of a team to increase efficiency and quality
• Operated Case packing machine on high product volume line