SUMMARY:

• Detail oriented, well rounded computer technician with 10 plus years of high - quality technical service experience in multiple environments.
• I have provided end user support to clients of all technical levels of expertise from the executive level to Railroad operators and many in-between.
• I have experience with hands on as well as remote and over the phone support, which would include desktops, laptops, printers, airline kiosks and common use devices as well as mobile devices. In addition to the hardware support, I also have equal experience on the software end, which includes troubleshooting, installations, configurations and testing.
• I have experience in cabling and server support and maintenance, network monitoring and some additional NOC duties.
• I am looking to expand my working knowledge within the IT field and work directly with the employer to enable my growth in the IT field as well as provide excellent support to my fellow coworkers and clients.
• I am looking for a long term or contract to hire position where I can grow in that company and utilize the skills that I have developed over the years in this field.

SKILLS & ABILITIES:

Computer and end user management: Create accounts and mailboxes within Active Directory, manage individual permissions, (AD provisioning), out of the box setups for users including imaging and installing the needed software, computer management within AD, including ensuring that the PC is in the correct container and has the correct permissions set for the specific user. Email creation and maintenance within Exchange. Onboarding new employees including granting permissions to needed file shares, provisioning Cisco phones for deployment, hardware and software training as needed per user.

Hardware and software: Imaging and reimaging PC’s based on client needs, providing the updates and virus scans on a regular basis. Upgrading hardware according to the software and individual needs according to what the job requires, printer and copier maintenance including updating and installing drivers, working with the print servers for troubleshooting purposes. I have worked mainly in Dell and Lenovo environments; however, I do have enterprise exposure and experience with HP. Software support ranges from Citrix to Office 2007, 2010 and 365. I have also worked with many proprietary applications and software which are company or site specific. I am currently working with SNOW, SCCM, Active directory, Oracle in addition to many other insurance based software applications. I also have experience with VPN (Use and support) and multiple remote tools such as RDP, Dameware, VM Ware, Skype and Remote to assist. project management I was assigned a windows upgrade project, which extended over a 9-month period. I oversaw the operation and assisted with the XP to Windows 7 upgrades, included the imaging and deployment of roughly 500 desktop and laptop computers.

EXPERIENCE:

Sr. It Analyst

Confidential

Responsibilities:

• Consult with users to identify current operating procedures and to clarify program objectives
• Write documentation to describe program development, logic, coding, and corrections.
• Analyzes, modifies, tests, supports and maintains software in an assigned set of environments
• Break/Fix for HP, Lenovo and Dell laptops and mini desktops
• Software installs using SCCM, hardware, software maintenance and support
• New user provisioning and setup - Multiple deployments per week
• Provide onsite support for 5 Nationwide Scottsdale locations (Field support)
• Provide installation, configuration and maintenance support, including recognizing and troubleshooting problems, for workstations, mobile devices, desktop phones and desktop applications.
• Leads high priority tickets involving server or network troubleshooting, hardware repairs, disaster recovery, or other critical requests escalated for assistance

User Technology Specialist

Confidential

Responsibilities:

• Hardware and software support for common use machines within the airport
• Provide desktop support for Hawaiian Airlines, Frontier, Spirit, Jet Blue, Delta, American Airlines international and Sun Country.
• Troubleshooting, repair and maintenance and upgrades of the airline kiosks and peripherals.
• Audio troubleshooting and repair, software and hardware such as the microphones at each counter or jet ways for all above named airlines in addition to Southwest Airlines.
• Perform preventative maintenance on all common use PCs within the airport.
• Setup and deployment of new Terminal 3 modernization project for Delta, Frontier and Hawaiian airlines, including imaging and configuring ticketing counters and check-in kiosks.
• Familiarity with SITA software and peripherals, including the BGRs, LSRs and the counter printers as well as the kiosk bag tag and boarding pass printers
• Solarwinds, used to monitor network activity and equipment across the airport.

Service Desk Engineer

Confidential

Responsibilities:

• Provided support for multiple companies, as Confidential is a managed service provider.
• Performed password resets, provided phone and remote support.
• Troubleshooting included software issues relating to their proprietary applications, Office 365, VPN and Microsoft Windows related issues.

Desktop Support Technician

Responsibilities:

• User account provisioning within AD, setup and maintenance of email using Exchange 2013
• XP to Windows 7 upgrades
• Imaging out of the box PCs and reimaging refurbished equipment as needed
• CRM 4.0 and 2011 testing and implementation
• Provided onsite and remote support for multiple clients and coworkers nationwide.
• Real Estate, railroad and gas and oil proprietary application installation and support.
• On-call duties on a rotating schedule, which required flexibility and dedication to the job.
• Maintained records of daily data communication transactions, problems and remedial actions taken to ensure the proper documentation was implemented.
• Trained coworkers on the proper use of hardware and software including specific software per required by their line of business.
• Utilized Solarwinds to monitor and troubleshoot network activity.

Service desk analyst

Confidential

Responsibilities:

• User provisioning using Active Directory, including creating, modifying and deleting accounts.
• Network and stand-alone printer troubleshooting, Windows XP and 7 support, Office 2010, VPN support and use, SAP end user support.
• Secure ID, Citrix use and support
• Phone and remote support using mainly RDP within Windows
• Implemented new services into production, worked with the team on testing beta software prior to the deployment of each individual software
• Worldwide support provided to multiple countries

Service desk analyst

Confidential

Responsibilities:

• SharePoint use and maintenance
• Priority management
• SCCM, Windows XP and Windows 7, Office 2007, phone, email and chat support.
• Familiarity of security policies in working with the D.O.D, and other government agencies
• Monitored incoming emails and created tickets based on the severity of the issue.