SUMMARY:

• I’m an insightful, resourceful and, fast - learning professional with solid organizational, technical, and interpersonal skills.
• I Quickly grasps new concepts and able to effectively implement new knowledge, practical applications and out-of-the-box thinking.
• I consistently demonstrate proficient problem solving and leadership abilities; and I’m committed to customer satisfaction, and meeting and exceeding required performance based goals.
• Proficiency with Microsoft Windows, Cisco VPN, Office 365, IDM, eDiscovery, PowerShell and Active Directory
• Strong organizational, time management, problem solving and multi-tasking skills
• PC Hardware/ Software Installation & Troubleshooting
• Extensive Level 2& 3 help-desk experience
• Team Building, Mentoring & Leadership Skills
• Ability to speak clearly and concisely while simultaneously typing
• Demonstrates analytical, problem solving, and prioritization skills

EXPERIENCE:

Confidential

Identity & Access Management Analyst

Responsibilities:

• Works with internal IT teams, application owners and business groups to analyze provisioning/de-provisioning activities which occur outside of team (on a global scale); determine where appropriate to consolidate within Provisioning/IDM team, automate against IDM tool.
• Provision and remove access in accordance with current processes; communicating with customers and application owners.
• Performs administrative cleanup of accounts, servers or platforms found during audits or other activity.
• Manage and modify user’s account information and group policy utilizing Active Directory, XRIM, Lotus notes, IDM and Emurald.
• Proactively work with technology and product managers to identify potential issues and ensure effective remediation.
• Demonstrates awareness of key security trends. Stays abreast of the systems/applications change management process and communicates to management any changes that impact the security of the application.
• Consistently display my ability to think strategically, work with a sense of urgency and attention to detail
• Act as second-tier support for the Service Desk regarding account management services for the systems and applications we support

Senior Helpdesk Analyst

Confidential

Responsibilities:

• Trained new helpdesk analysts and created material for the role; also documented new Help Desk processed and procedures in an ITKB manual to bring team members up to speed quickly.
• Served as backup lead after only 4 months in the position.
• Created and managed both intra and inter team work processes that boosted the level of productivity, enhanced excellence in communication and monitored the level of service delivery in order to determine areas of lapses.
• Designated primary on email; handling access request, sending troubleshooting steps to users, and remoting into users PCs who are unable to follow troubleshooting steps when in the helpdesk role.
• Opened, closed and managed tickets in Remedy ITSM and FootPrints.
• Troubleshot general and advanced issues for Windows 7 and Windows 10 O/S, SQL, Oracle and Airwatch controlled iPhone and Android devices.
• Supported Cisco Any Connect VPN access and setup.
• Responsible for installing software from SCCM software center and providing 1st level and 2nd level support to end-users.

Confidential

MSP Engineer

Responsibilities:

• Averaged 93% rate of closing trouble tickets without escalations and always met SLAs
• Completed configuration of end-user PC desktop hardware, software and peripherals; both onsite and remotely.
• Was commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more. ed “Star Employee” 3 times for delivering outstanding technical support and customer service.
• Identified priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators.
• Performed password administration and access support for Active Directory, citrix and several internal/proprietary systems and applications.
• Automated and executed Office 365 procedures utilizing Windows PowerShell

Service Desk Coordinator

Confidential

Responsibilities:

• Responsible for coordinating all IT support to ensure maximum utilization of billable resources.
• Communicated with clients as required: keeping them informed of incident progress, notifying them of impending changes or impactful outages. Monitored via ConnectWise
• Prepared and hosted weekly calibration meetings with unit manager and team lead to discuss trends, fail results, and discuss processes, and concerns.
• Conducted 5+ levels of testing including functional, regression, user acceptance, integration and performance to verify the client’s needs are met.
• Supervised and trained a team of 6 in customer support operations, basic network operations, planning and procedures decreasing project execution time by 30%.
• Managed network and desktop groups on an interim basis for 4 months until full time manager could be found and trained.
• Took on the role as level 2 engineer within 4 months of my start date. I was hired as a Service Desk Coordinator and was promoted with a dual role which includes Service Engineer II
• Used Remedy ticketing system to create and track incident reports.

Confidential

Network Operations Technician

Responsibilities:

• Received incoming Project and Break/fix calls, providing exceptional customer service, while assisting field technicians and onsite personnel with troubleshooting their network (Satellite/LAN/Cable) connectivity issues.
• Tested the functionality of all configured automation applications and provided sign-offs to onsite technicians.
• Made proactive outgoing calls to resolve connectivity issues on monitored sites
• Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.
• Monitored shared functional mailbox following defined procedures on proper E-Request handling
• Followed process documentation accurately, updating tickets for all stages of incident management meeting, all service level agreements.
• Accurately logged all calls and emails, incoming and outgoing into ticking system Siebel.
• Created monthly report for senior management by validating reviews conducted by peers and providing findings

Confidential

Technical Support Coordinator

Responsibilities:

• Provided exceptional customer service and technical support for internal and external voice and d Confidential product customers.
• Troubleshot hardware and software issues and identify network/applications issues.
• Troubleshot for PC Operating systems, specifically Device Manager and TCP/IP configuration.
• Demonstrated and practiced regularly the skills necessary to handle any CS and/or Technical Support call type that was routed
• Troubleshot hardware and software issues on a variety of cellular devices i.e. Android, Apple, Blackberry, and Windows.
• Used various administrative department tools and on-line resources for customer resolution
• Improved caller capabilities by providing additional documentation and recommending courses.
• Used Remedy ticketing system to escalate and follow customer interaction.

Confidential

Computer Technician

Responsibilities:

• Installed and fixed software problems related to Windows 2000, XP Vista, 7, and MS Office.
• Were one of 4 onsite PC techs responsible for fixing over 100 computers per day.
• Installed and solved hardware problems related to all types of desktop PC’s, Macintosh and notebook hardware including hard drives and modems.
• Created, reset, and deleted network, admin and other systems passwords.
• Used vast knowledge of TCP/IP and Ethernet networks to resolve system issues.
• Provided troubleshooting and configuration support for client desktop and networking environments via email.
• Performed diagnostics and troubleshooting of system issues and documented help desk tickets/resolutions.
• Followed up with customers to provide answers to any questions about the work performed

Confidential

Advanced Technical Support Representative

Responsibilities:

• Reset admin passwords using Active Directory
• Escalated calls and issues where necessary to senior managers & team leaders.
• Provided technical telephone support to Best Buy customers and employees including but not limited to browsers configuration, web mail and client email applications, routers and firewall support, software installation and POS issues.
• Utilized strong attention to detail to offer alternative solutions where appropriate with the objective of retaining customer's business
• Diagnosed and resolved a wide range of technical issues over the phone.
• Implemented ways of reducing calls to the Help Desk by ensuring all issues were handled on the first call.
• Handled incoming incidents via the phone / e-mail promptly and effectively.

Confidential

Customer Service Representative

Responsibilities:

• Handled customer questions, complaints, with the highest degree of courtesy
• Worked my way from trainee to floor support in less than 6 months
• Exceeded the company’s standard for customer service quality
• Utilized the ability to resolve customer issues with one call resolution
• Became proficient using Mac Operating Systems.

Confidential

Technical Support Representative

Responsibilities:

• Gained Valuable experience with call handling in a high volume in-bound call center
• Achieved the highest levels of productivity, handling over 205 calls per week and averaging 50+ calls daily.
• Promoted to assume additional responsibilities as Technical Advisor after just 6 months
• Proactively identified potential areas for wide system outage and initiated analysis and resolution.
• Identified, isolated and repaired equipment via phone and email walkthrough.