TECHNICAL SKILLS:

• Customer service - in person, chat and phone
• Microsoft operating systems and office suites
• Linux - Ubuntu, Redhat, Fedora
• Keyboard - 110 WPM
• Ticketing systems - Service Now, Remedy, Spiceworks
• Hardware support
• LAN/WAN/WLAN/VPN/NOC maintenance and support
• Exchange Support
• Active Directory management
• Desk side and remote support

PROFESSIONAL EXPERIENCE:

Confidential

Systems Administrator

• Support local and remote users with hardware, network, and software issues as they arise
• Create onboarding materials and onboard new hires to the company
• Manage Learning Management System eLan
• Create courses for LMS using Storyline Articulate II
• Set up and manage Cisco VOIP phone system accounts and devices
• Interface with external vendors and retail locations to set up required network access to information
• Support retail locations with connectivity for product ordering and invoicing issues through FTP and dial-up connections
• User account management in a Windows Active Directory environment
• Manage Exchange through third party source Intermedia.net
• Image and maintain variety of PCs and laptops
• Maintain system image using
• Create and update help desk knowledge base and support documents
• Support software solutions, including Pocket Advantage, ASW, Diver, Kapersky Anti-virus
• Assist users with mobile communications, including iPhone and Android
• Support hardware and software for warehouse picking and scanning of product
• Create new hire procedures and train management on submission of new hire forms
• Approve and deploy updates using WSUS
• Monitor backup of ASW and iTera Mirroring System and perform tape swaps

Confidential

Help Desk Technician II

• Perform Tier II break fix support and maintenance in a global Windows network
• Windows 2003/2008 server and application support
• Coordinate with International Infrastructure teams and vendors
• Monitor WAN connectivity for region
• Perform local installations of network equipment
• Support end user hardware and software: Lenovo laptops and desktops, iPhone, iPad, network and local printers
• Assist with department specific software solutions, including Basware, Citrix, AutoCad, Allison, Cummins, LN/Baan
• Account creation and maintenance with Active Directory, including creation of server permissions
• Monitor incoming ticket queue, correctly format tickets and assign to technicians

Confidential

Information Technology Consultant

• Maintain hardware and software for brokerage locations
• Create and maintain online presence through social media networks
• Support users with personal office equipment
• Maintain Microsoft 2003 server environment

Confidential

Real Estate Sales Associate

• Assist customers with real estate transactions
• Prospect for clients using internet, phone, and face-to face interactions
• Create and market business plans
• Service open houses
• Tour homes in area for comparisons

Confidential

Software Support Specialist - Tier II Help Desk

• Perform break fix support and maintenance of software solutions in a global law firm environment
• Remotely support users in networked offices and through VPN connections
• Cover on-call hours during evenings and weekends on a rotating schedule
• Maintain documentation for knowledge base, testing and revising documentation to fit current versions of software
• Assist with Hummingbird DM5, Innova for Microsoft, Citrix, and other software used within law firm

Confidential

Network Technician

• Perform break fix analysis for users on site and at remote locations, via phone, chat, email and site visits when necessary
• Create and test images for PC deployment, using BartPE’s DriveXML and Ghost
• Build and maintain relationships with third party vendors
• Research and purchase new software and hardware for district
• Support Inter-Tel phone system, Blackberry, iPhone, Android, and Microsoft Mobile
• Manage and support Konica Minolta, HP, Dell and Xerox hardware
• Maintain Exchange and File/Print servers
• Manage security system and keycards
• Create training classes and supplemental documentation for end users
• Implement a Help Desk ticketing system, create knowledge base documentation, and train end users on procedures for entering trouble tickets

Confidential

Help Desk Analyst / Reserve Technical Advisor

• Support internal clients on over 500 system and applications
• Act as escalation point for outsource call center
• Perform Tier I break fix support remotely
• Demonstrate high level of customer service while working in a fast paced environment

Confidential

Student Assistant Manager

• Manage student employees
• Schedule Professor Assistants, tutors and graders
• Assist students with scheduling of classes
• Assist professors in class by lecturing, grading, proctoring tests, and performing demonstrations
• Interview, hire and train new employees

Confidential

Office Assistant

• Process incoming payments and perform data entry into corporate systems
• Answer customer questions in the office or by phone
• Light accounting duties
• Document management
• Insurance application reviews

Confidential

Assistant Manager

• Assist customers with transactions
• Provide recommendations and reviews of inventory
• Order and restock books, magazines, music, movies and miscellaneous merchandise
• Perform opening and closing duties, including accounting for cash drawer
• Create advertisement and displays for in-store events and promotions
• Create weekly employee schedule