­­TECHNICAL SKILLS

• Zendesk
• Service Desk Plus
• Appetize App
• Aloha Config Center
• Aloha Command Center
• LanDesk
• LAN Hardware / Software
• Microsoft Azure Reset Tool
• Microsoft System Center Configuration Manager (SCCM)
• Microsoft SQL Server
• Windows 2000 Server
• VNC Viewer
• ADAudit Plus
• Active Directory /Active Client
• Microsoft Office 2016
• Microsoft Exchange Server
• Office 365 Admin
• Products/PC’s/Surface Pros
• Experience with Mac and Windows
• Mitel Connect
• Mobile Devices Support
• Palo Alto Firewall
• Elo (Android),
• Windows Powershell
• Dayforce
• VPN
• Bomgar
• Kermit
• KME
• Familiar with Linux & Unix
• Oracle, Citrix, Orion
• Windows 10 and Mac OSX
• Heavy POS Knowledge
• Printer & Network Servicing
• Printer Servers/Printer logic
• Remote Desktop Technician
• SAP
• Skype for Business
• SolarWinds
• Video Teleconferencing
• Blackberry Enterprise Software
• Cmd
• Cisco
• Quick Formula

PROFESSIONAL EXPERIENCE

Confidential

SYSTEMS ADMIN

Responsibilities:

• Utilizes Microsoft System Center Configuration Manager (SCCM) AND LanDesk© to manage, service, and re - image all Fulton District Dell computers and Microsoft surfaces
• Uses Admin PowerShell scripts to process changes in Microsoft Exchanged accounts
• Fulfill requests to block and unblock websites based on educational use within our Palo Alto© Firewall
• Maintain and administrator multiple internal and external instructional platforms specifically used by the Confidential District such as: eSchool, School Messenger, Applitrack, Edgenuity for Students and Teachers, McGraw-Hill, Redbird, FastBridge, Public Consulting Group’s EasyIEP, SchoolSpire’s Instructional Management System, and SAP allowing me to maintain positive relations with Tech III’s and vendors during the process.
• Assisted with developing training products; providing classroom instruction; and formulating recommendations for unusual problems, questions, or conditions associated with networks and/or related systems including operating procedures, troubleshooting for software and hardware devices, and policies.
• Resolve a wide variety of system problems, which are caused by data errors, operator errors, program errors, and hardware malfunctions.

Confidential

SYSTEMS ENGINEER

Responsibilities:

• Deliver efficient and premium quality support to Appetize client’s end users and support staff
• Provide live, online support via phone, email and chat. Due to the nature of the industry these requests can be during the evening
• Independently research and analyze technical solutions to problems, provide solution recommendation (i.e. development maintenance or improvements to systems standards or process) to meet or exceed client needs
• Review and update Knowledge Base documentation to ensure information is complete and accurate
• Identify, document, and escalate issues that are deemed to be top priority
• Mobile Device management and administration
• Created, Deployed, and Installed POS System (Android and iPad) for vendor services at Arenas and Stadiums
• Setup iPad on VMWare/Airwatch
• Answer inbound technical questions from customers and troubleshoots issues;
• Ensure prompt and accurate resolution of customer incidents with a high degree of ownership.
• Reports network events upon occurrence to leadership.
• Assist with PC deployments including ordering hardware, network imagine, setting up user profiles, etc.
• Assist users with password resets, network connectivity, hardware and software issues, etc.
• Worked with team to develop, approve, validate, and maintain problem resolution databases by making entries to improve process.
• Using the incident/problem tracking system, accurately documents all incoming calls, keeps tickets and customers updated on their issues / requests, and documents all call resolutions

Confidential

SYSTEMS ADMIN

Responsibilities:

• Determine and resolve customer issues at the product level
• Interact with other Support personnel to determine the nature of the product issues and implement remedial procedures for the customer
• Document issues and correct procedures
• Determine if an issue is technical in nature and forward to appropriate Tier 2 Business System Analyst
• Participate in testing Regulatory, Cyclic and Release Bulletins
• Build and assist with customer relations verifying taxes are being calculated correctly
• Import customer data through Batch File and FileZilla
• Use of XML and SQL for Sandbox and Production testing

Confidential

HELPDESK ANALYST

Responsibilities:

• Lead resolution activities with customers and provide remote support
• Delivered a range of technical support services to our internal and external customers.
• Maintained high level customer satisfaction by ensuring that customer’s needs were met in a timely fashion
• Escalate issues according to established procedures
• Maintained cases through Salesforce Ticketing System
• Gather logs to determine hardware issue
• Worked with VMWare to resolve software issues
• Assist with setting up Server Profiles in Virtual Connect and OneView
• Configured TCP/IP configuration during manual installation of the Serve
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts and options, based on customer entitlement (warranty through mission-critical)

Confidential

SYSTEMS ADMIN

Responsibilities:

• Leveraged strong analytical and problem-solving skills to efficiently troubleshoot and resolve client’s application support requests
• Maintained cases using Parature Ticketing System
• Reduced the number of critical situations by completing action plans and root cause analysis
• Documented steps and procedures necessary to diagnose and resolve customer requests
• Educated customers on products and services while sharing information about product add-ons that could improve their user experience.
• Wrote SQL scripts to correct issues in the back end of the application
• Created scripts on the back end to correct issues on the front end of the application
• Built custom reports and workflows for clients
• Assist with building the knowledge base
• Modify and configure Entitlement (PTO, Sick Time, and Vacation)
• Modify and configure Benefits
• Assist with setting up Garnishments
• Use Confidential to confirm Tax updates
• Work closely with Implementation to help build customer relationships
• Create Forms though XML manipulation

Confidential

TECHNICAL SUPPORT ANALYST

Responsibilities:

• Provided day-to-day support of technical operations for the stores
• Ensured all calls are clearly documented and tracked
• Managed dispatches with third party vendors
• Followed up on unresolved calls and identified trends of incoming calls for appropriate escalation
• Ghost hard drives for locations that received upgrades
• Install/Troubleshoot Laser printers i.e.: Brother, Samsung, and HP
• Setup Outlook email accounts
• Installed POS(Radiant) systems and back office computers.
• Troubleshot Cisco800, Netopia, USRobotics, and Cisco DLink routers

Confidential

TECHNICAL SUPPORT ANALYST

Responsibilities:

• Provided high quality telephonic support and problem resolution to approximately 30+ customers each day
• Supported various POS systems such as Radiant, IBM, Xpient, and Panasonic
• Supported back office hardware, software, and connectivity issues on all Confidential ’s equipment (Cisco router, Netopia router, Cisco Catalyst)
• Record, escalate, and resolve customer requests or problems in accordance with standard operating procedures and pre-defined case recording or escalation guidelines
• Notified customers of scheduled outages, known problems and other updates
• Created, Managed, and Closed tickets
• Used Aloha Configuration Center and Aloha Command Center to update all Radiant POS

Confidential

TECH SUPPORT SPECIALIST

Responsibilities:

• Provided high quality telephonic support and problem resolution to approximately 35-65 customers each day
• Met and exceeded defined department objectives to protect and increase LexisNexis revenue
• Initiated the escalation process for unresolved customer problems
• Provided business information and solutions to professionals in a variety of areas, including legal, corporate, government, law enforcement, tax, accounting, academic, and risk and compliance assessment.

Confidential

TECH SUPPORT ANALYST

Responsibilities:

• Supported hardware, software and connectivity issues on Cisco routers, Netopia routers, Liebert Battery Back-ups, Universal Power Supplies, COM Switches, LAN Modems, Par and Radiant Appliances, Dell and D-Link Switches, MICR and HP Printers, improving equipment efficiency.
• Maintained all POS systems (Radiant, Par, Service Point, 2K6 and 2K2), and credit card terminals, optimizing sales.
• Performed PC database restores, software installations and updates remotely, decreasing bottom-line impact.
• Assist with POS and back office installation.
• Utilized all available resources provided, such as remote access tools, automation scripts, and monitoring platforms
• Contribute to the knowledge base by flagging, editing and creating articles

Confidential

TECH SPECIALIST

Responsibilities:

• Upgraded, installed and configured PC hardware components such as memory cards, NIC’s, and hard drives.
• Analyzed and resolved hardware/software configuration errors on workstations/peripherals
• Assisted end-user with resolution of application errors such as Microsoft Office Suite 2000, Anti-virus software
• Provided Help Desk Support and instruct clients on simple PC/software issues
• Monitored and resolved warranty issues with Dell Customer Service Department
• Assisted with the roll out of 200+ end user Dell systems for all PC labs and integrated into a 2000/2003 network
• Configured, managed and networked HP LaserJet printers
• Operated the Visual Center A/V equipment
• Mac lab upgrade to new G5’s and Mac OS X
• Rebuilt Dell PC’s and MAC Computers
• LCD projector installation in PC labs and operate equipment when required
• Administered photo id operations including the ordering and securing of equipment
• Assigned/ Configured smart cards with secure logins for the Confidential domain