OBJECTIVE:

My goal is to obtain a dynamic, challenging opportunity that contributes to the outstanding success of the business via 10+ years Information Technology experience from various global industries.

TECHNICAL SKILLS:

• MS Office (3.0 through 2016 including Office 365)
• MS Windows OS (3.1 through Win 10)
• OrderPath
• Remedy User (TTS)
• CSG
• CADM
• Active Directory
• BACC
• TelNet
• TN3270 Legacy
• GrandSlam
• ComTrac
• Sharepoint
• SAP
• LAN/WLAN/WAN
• MAC Support
• Internet Explorer (All Versions)
• Remote Desktop
• Symantec Management Agent
• Altiris
• Mozy
• VPN
• RSA
• PingID
• Spotfire
• Cisco Unified Intelligence System
• Airwatch Admin
• Triton
• Cisco Guest Wireless Network
• ServiceNow

PROFESSIONAL EXPERIENCE:

Confidential, Saint Louis, MO

Guest Wireless Network Admin

Responsibilities:

• Configure Guest Wireless Network
• Troubleshot Guest Wireless Network Setup
• Trained employees on guest wireless use

Confidential, Saint Louis, MO

Senior Service Desk Analyst/Lead Analyst

Responsibilities:

• Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
• Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.
• Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
• Provided customer facing support for connection issues
• Reimage Machines using Ghost software
• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
• Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Setup specialized configurations for local customers
• Configure VPN software for all users
• Create documentation for common issues and newly discovered fixes
• Configure Smart Phones and Tablets
• Plan and execute infrastructure improvement projects with other team members and/or external vendors
• Support the on call process
• Perform daily system monitoring and backup operations
• Create, change and delete user accounts per request in Active Directory
• Provide end user support per request
• Develop and maintain installation and configuration procedures
• Contribute to and maintain system standards
• Repair and recover from hardware or software failures
• Research and recommend innovative, and automated approaches to system administration tasks
• Support our ever growing user laptop and desktop environment
• Analyze and resolve incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self - help and staff knowledge bases.
• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
• Collect, organize and maintain a "problems and solutions" knowledge base that can be used by other technical
• Assist the Team Leader with the management of IT Changes which are required to continually develop and enhance the IT services provided or to permanently resolve IT Problems that have had a temporary work around applied.
• Ensure that the IT Service Desk mailbox and ticket queue are routinely monitored and that all enquiries and requests are actioned in line with the Service Desk Operational Performance Targets as defined by the Team Leader.
• Ensure that the IT Service Desk voicemail is routinely monitored and that all enquiries and requests are processed in line with the Service Desk Operational Performance Targets.
• Monitored analyst performance
• Coach and Development analyst
• Run reports for SLAs and KPIs
• Manage analyst work schedules
• Collaborate with SI teams regarding new technologies and determine the level of support that the team will provide

Confidential, Madison, MS

Help Desk Tier 2 Technical Support Analyst

Responsibilities:

• Assist customers with troubleshooting phone and high speed internet service.
• Floor support for Confidential Digital Voice (CDV) and Confidential High Speed Internet (CHSI) for Tier 1 representatives
• Back up for Supervisor handling escalated calls and programming needs
• Training Support/Assistance
• Troubleshooting Operating Systems/Broadband Cable connections/Username-Passwords
• Voice Over Internet Protocol (VoIP) Troubleshooting
• Provisioning of broadband modems and Embedded Multimedia Terminal Adapters
• Assist with new hire classes in nesting area for Confidential Digital Voice (CDV) and Confidential High Speed Internet (CHSI)support
• Special Projects: Motivational team, peer-training, and new-hire mentor
• Live Chat Support

Confidential, Starkville, MS

Supervisor/Coach-In-Training/L2

Responsibilities:

• Completed coach’s Apprentice Program
• Supported call-center agents
• Monitored agent performance
• Processed escalations
• Assisted customers with resolving issues beyond normal scope
• Peer-Training
• New-Hire Mentor