SUMMARY:

• Technical Writer, focusing on IT Tech Writer project - documentation, build-up of SharePoint shared site for documentation repository in common format, layout, and content for multiple groups within the Confidential .
• Senior-Level Professional IT Technical and Service\Support Administration\Analyst with over 20 years’ experience & expertise.
• Skilled in 1st and 2nd level user support, Knowledge Base administration, Technical Document writing, Windows support\admin to Win7, MSOffice Suite to 2010, misc. remote access & VPN software, misc. applications support, Mobile Device support (Android and IOS), Application and Windows Account Administration & Management, queue management, ticketing systems, Service Coordination, User: Provisioning, Team Leadership & Supervision.
• Specific focus on Technical Administration, Knowledge Base Coordination and Administration, Request Resolution, Customer Account Service Management, IT Administrative Services (Account Management, User Provisioning, Access, Asset Management, CRM Data Reporting\Stats, Service Coordination, Project Management, and Systems Procurement & Deployment), General Desktop Support Tech functions, HelpDesk Leadership functions. Skilled in latest technologies. Proven track record in process improvement, outstanding service and support, departmental representation, resolution, intra-departmental improvement team representation, strategic planning, problem identification and resolution.
• As a professional in my field, I take pride in being responsible, driven, thorough, skilled and hard-working.
• My success comes from problem resolution, customer satisfaction and thorough, knowledgeable accurate administration. I have many years’ experience in Information Technology Service and Support; building a trust relationship with my customers, peers and Management that assures them I will provide a timely, knowledgeable, satisfactory professional response to their needs.

PROFESSIONAL HISTORY & EXPERIENCE:

Confidential, Scottsdale, AZ

Technical Writer

Responsibilities:

• Gather information from various IT Ops groups to document processes; prepared into a standard format.
• Assisted in creating layout for a SharePoint site as a common repository for multiple groups under the Ops umbrella and posting the updated documents to that site, once all updates were obtained, approved and completed.

Confidential, Scottsdale, AZ

User Provisioning Analyst

Responsibilities:

• Closed-ended contract position for ramp-up for Welcome season.
• Provisioned requests for user account access submitted via eRequest.
• Most access applied via a Scripting tool.

Confidential, Phoenix, AZ

Level 2 Service Desk Analyst

Responsibilities:

• Resolve technical issues for students, staff and affiliates at Confidential .
• Primary support is on internal applications. Log all incoming calls into ticketing system (ServiceNow), updating each interaction.
• Research KnowledgeBase for known issues and fixes, documenting same into ticket.
• Remote access to user’s computers when necessary to fix issues.
• Work open tickets from assigned queue, providing updates and/or fixes to the user via email interface or via phone.
• Escalate issues when necessary.

Confidential, Phoenix, AZ

Technical Writer

Responsibilities:

• Organize and re-write internal Technical articles (Word, PDF, and Wiki) and re-organize the Web content of Knowledge Articles on SharePoint.
• Updated SharePoint content.
• This contract ended prematurely due to internal reorganizations at Confidential .

Confidential, Scottsdale, AZ

IT Service Center Technical Knowledge Writer/Auditor

Responsibilities:

• Responsible for auditing the entire IT Service Center Knowledge Base for content, format, accuracy, spelling, language, conforming to standards.
• Created new Knowledge Articles upon request, retired outdated articles. Interface with many levels of Management, Directors, and Business Units in obtaining reviews on existing documents, coordinating release of Knowledge Documents to go-live support, and ensuring the Call Center Agents had the most up-to-date information easily and readily available to them.
• Worked with software engineers, product designers, and other SMEs to determine information clients need to know about the product.
• Wrote and edited documentation describing new product features for end users and/ or technical users.
• Conducted reviews to ensure accuracy of content.
• Respond to client comments received through the SharePoint or email. Updated SharePoint content.

Confidential, Sunnyvale, CA

Account Provisioning Admin\HelpDesk Analyst

Responsibilities:

• Responsible for account provisioning and documentation; tickets received via HP Service Desk.
• Review all Service Desk documentation and note changes, adds, deletions, and updates identified while provisioning accounts as a part of the training program.
• This was a short-term, closed-ended contract position.

Confidential, Santa Clara, CA

HelpDesk Analyst

Responsibilities:

• First and second level phone, desktop and administrative support to internal user community of ~ 450.
• Focus on administration, phone and remote access tool support for Windows (XP and Windows7), MS apps, primarily Office Professional 2010, MS Exchange, Webmail, Network access and authentication, Confidential laptops, and HP desktops, Shoretel phones, and misc. other apps, services, software’s and functions. This was a closed-ended Contract position.

Confidential, Sunnyvale, CA

Senior HelpDesk Analyst \IT Customer Advocate

Responsibilities:

• Department Escalation Contact, Project member for Call Tracking system upgrade. Statistical Report development and management.
• Project Developer & Owner, New Hire Orientation\Introduction to IT Services.
• Project Developer for Tier 2 After-hours On-Call Support process.
• Provided training & designated Escalation resource to grow local helpdesk from myself, to 4 full-time staff members and a rotational schedule of Desktop Support Techs.
• Wrote, reviewed & updated documentation of process for >130 HelpDesk functions.
• Managed Sarbanes-Oxley 404 pre-audit for IT departments & functions.
• Software/Application testing when needed
• Asset Tracking Development Project Team member.

Confidential, Cupertino, CA

HelpDesk Analyst

Responsibilities:

• Provide HelpDesk support to Intero employees via telephone and remote access, on Real Estate apps and their personal computers.
• Provide support on multiple Operating Systems; utilize & support various Virus and Spyware\Malware\Greyware\Adware identification and resolution tools and software’s, in addition to Windows administrative tools; Office suite and Account administration & support.

Confidential, San Jose, CA

HelpDesk Lead\Site Support Services Lead

Responsibilities:

• First and second level support to the internal user community of ~ 1,800 persons, with focus on account administration in NT User Manager, MS Exchange\Outlook, manage security on DFS. Provide phone and remote support for problems & questions on Windows, MS apps, MS Outlook, VPN, Network access and authentication. Asset & Inventory tracking. Some hardware support.
• Support Services Lead, liaison between Customer Management Staff, PC Support Techs and Support Services Account Managers.
• IT Representative & Primary Contact for Business Units to identify areas of need, additional services & support, manage requested changes and implement same.
• Team Rep for various regularly scheduled meetings with the Customer.
• Audited and ensured HelpDesk compliance with SOX404
• Increased HelpDesk responsibilities, roles, and compiled Customer Satisfaction reports to provide more value-added services to the Customer.