SKILL:

• Act as a single point of triage/contact for phone calls and emails from incoming service now tickets regarding IT issues
• Participate inticket prioritization, assignment, escalation, tracking, reporting and management of time and resources.
• Receiving, logging and managing calls from internal staff via telephone and email
• Maintaining an Asset Database or track changes via Service Now
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Email administration (0365 and Identity Management)…troubleshooting may involve PowerShell skillsets
• Troubleshoot basic email, licensing, identity management issues
• Escalate unresolved calls to the infrastructure support team Tier III
• Log all correspondence in the Service Now
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Document resolutions and place in knowledge base (Service Now)
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide basic in-house training in MS Office applications used within the Association (Word10 current
• Excel, Outlook, PowerPoint) regarding Office 365 products to our agency customers
• Provide stats for the weekly Service Desk report on call trends
• Review you service now queues appropriate and ensure tickets are assignment appropriately
• Ensure ticket assignments and completions are met with in the appropriate SLA’s of OIT standards
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Office 365 admin console experience
• PowerShell experience creating scripts, etc.
• MS exchange administration and migration experience
• Incident Management experience - Managing incidents including business expectations and communication
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007 Experience with using and troubleshooting Outlook 2007 within a network environment
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• An ITIL qualification is preferable but not essential

EMPLOYMENT HISTORY:

Confidential

Technology Analyst

Responsibilities:

• Tech Analyst III on the Confidential Service Desk team, provide 1stTier and some 2ndTier support for Confidential ’s employees and contractors.I have intimate knowledge of the Windows 7 client desktop and a desire to expand your knowledge into more advanced areas of the desktop and supporting Microsoft technologies & infrastructure.
• This Service Desk team provides global support to Confidential employees. The Service Desk performs troubleshooting/triage in areas such as laptop/desktop hardware issues, AD Users & Computers administration, network printers, and Ethernet and Wi-Fi connections.
• Additionally, the Service Desk supports troubleshooting of Microsoft Office products, Internet Explorer, AS400/I-Series account maintenance, Skype & end-user VOIP hardware, MS-Exchange, MS SCCM client, along with other internal systems.
• Employee Incidents & Requests are submitted via phone call or self-service portal.I spent one day per week at my primary office in Valley City and the majority ofthe work was performed locally at our Shelby and Willard facilities and shared offsite warehouses.
• Excellent skills in the following areas: customer service, remote troubleshooting, and documentation. Document and close tickets using Microsoft System Center Service Manager.
• A Tech Analyst III is expected to resolve most issues with First Contact Resolution which can take place via telephone support, live chat session, and/or remote assistance.
• I have an excellent understanding of the underlying functions of Windows 7, such as but not limited to knowing the difference between apps/processes/and services, troubleshooting TCP/IP, a firm understanding of network shares and folder securities, domain controllers & replication, and utilizing the MMC when needed.
• If unable to resolve an issue, I would clearly communicate this to the employee in a timely fashion and document my work for escalation.
• Ability to multi-task and prioritize issues and project tasks
• PowerShell scripting for tasks and process automation between AD and Exchange.
• Self-directed and strong communicator with ability to drive incident resolution
• Ability to think beyond the basic issue or request as submitted in order to determine/resolve root cause
• Strong documentation skills, both written and screenshots (SnagIt and/or Problem Steps Recorder).
• Familiarity with enterprise-class SFTP options such as Syncplicity, Accellion, ShareFile understanding of ITIL philosophies
• Basic PowerShell scripting for auto login scripts and drive mapping
• Microsoft System Center Service Manager integration
• Knowledge repository Migration into Service Manager
• Exchange on prem to O365 with Exchange online - Lead

Confidential

Desktop Administrator

Responsibilities:

• Managed all workstations and software installs.
• Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, electronic mail, or operating systems.
• Respond to requests for user support via phone, email, or in person in a professional, confident, and courteous manner. Ascertains from computer user the nature of problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, formulates diagnosis, and assists users through problem solving steps.
• Provide technical support to customers answering technical inquiries, diagnosing reported problems or configuration issues, recommending solutions, escalating when appropriate and following issues through to resolution.
• Lead technical projects such as implementation of new products, including procedural documentation. Provide technical support Troubleshoot, configure, install and deploy workstations, laptops, printers, computer peripherals, smartphones, etc.
• Maintain detailed and up-to-date licenses and hardware/software inventory. Research and contribute technical resolutions and process improvement via interaction in technical discussions and knowledge base documentation.
• IT Equipment and Supplies Procurement. Recommend and perform Hardware/Software installs and upgrades. Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Maintain IT Department documentation. Perform Preventive Maintenance. Active Directory support Windows 7 Enterprise/Microsoft Application Support. VPN Account Setup and Support. Anti-Virus Management and Support.

Confidential, Ohio

IT Administrator

Responsibilities:

• Managed all workstations and servers. Managed the internal Help desk. Verified all systems were updated and working efficiently.
• Managed backups of local and cloud devices. Managed user account in Active Directory and Exchange server.
• Virus and Malware removal when needed. Created images of workstations for faster recovery and deployment. Created a disaster recovery plan.
• Managed all networking including local area network, Wi-Fi and VPN connections.

Confidential, Mansfield, OH

Security Support Agent

Responsibilities:

• Responsible for Inbound calls for support with Confidential Home Security. We identified and troubleshoot any/all problems pertaining to the customers system.
• We give advanced support to the customer as well as training on their new system. If needed we could remote desktop onto their computer and show them step by step how to configure their system to their needs.
• We also supported advanced locks, cameras, appliance power on/off devices, flood detectors, smoke detectors, remote door lock/unlock devices and of course window and door sensors.
• We would troubleshoot from end to end and until the customer was completely satisfied and had a good feeling they knew how to configure their product to their needs.

Confidential, Ashland, OH

Senior Customer Service Rep

Responsibilities:

• Manage and deliver First Energy Rebates to Participating Retail stores for qualified Confidential Appliances and house hold items.
• Train and maintain constant contact with retail managers and update how the program is going for each retail location.