SUMMARY

• Experience in installing, configuring, administrating, Windows 7, Windows 8, Windows 10 and 2003/2016.
• Experience in user support, software support, printer support in an active directory environment.
• Experience in support of LAN/WAN support through onsite and remote access.
• Experience in Citrix, Exchange, O365, SMS, VMware, Cisco VPN, RSA Secure VPN, Juniper Network Connect, McAfee Endpoint Encryption, Site Advisor, Epic, SCCM, Thin clients, Terminal Servers, Workstations, Installing and Configuring Peripherals and external devices.
• Familiarity with third party tracking software such as Remedy Force, ServiceNow, Remedy, CA Service Desk, PeopleSoft Vantive.
• Familiar with Imaging Software such as Norton Ghost, SCCM and PXE.
• Knowledge of software rollouts using ZENworks, SCCM
• Experience in hardware and software upgrades, desktop and server moves, adds, and changes. Very Quick Learner and willingness to go above and beyond for the success of the Company.

TECHNICAL SKILLS

• Active Directory
• Asset Management
• Assets Recovery
• Call Center Support
• Cisco
• Citrix
• Computer Hardware HP and Dell
• Computer Troubleshooting
• Customer Relations
• PC Decryption
• DNS
• DUO Support
• Email Support
• Imaging
• Internet Explorer and Chrome Browser Support
• Inventory Management
• Mcafee
• Mcafee Endpoint Encryption
• Microsoft Office and O365 Support
• MACD
• Cisco VPN

PROFESSIONAL EXPERIENCE

Confidential

Infrastructure Engineer

Responsibilities:

• Responds to requests for technical assistance using Remedy and Remedy Force, Cap - gemini Service Now provided asset tracking and reporting.
• Provided 2nd and 3rd level Desktop Support and Help Desk and asset management.
• Utilized Various Remote access tools such as, Altiris, SCCM Management Console, O365, Virus removal, Cisco VPN & RSA VPN troubleshooting and support, McAfee Endpoint Encryption, OKTA Support.
• Troubleshooting and Support, Active Directory Administration, Citrix troubleshooting and Support.
• Create and Manage user accounts utilizing Active Directory.
• Support of McAfee EEPC 6 and Endpoint Encryption, Decryption, Data Recovery, Escalate global issues to appropriate resources.
• Provide wireless troubleshooting, and Support for wireless devices.
• Maintain IT Inventory and Document Proposed changes, Diagnose and Resolve technical hardware HP and Dell machines and software issues. Provided Windows 10 migration and support. Provided some Server and Network Support.
• Work with all levels of users up to Director Level.

Confidential

Client Support Technician

Responsibilities:

• Provides direct IT support to WestRock users, guests and executives at all levels
• Provides direct extended (Concierge) support to Executive Administrators and Senior Leadership
• Hands on support IT equipment during executive conferences, presentations or board meetings
• Staffs the daily walkup support function for users at NorthPark (the IT Genius Bar)
• Provide level 2 and level 3 support for IT-related issues of medium to high complexity, ensuring end users receive prompt and courteous assistance
• Research and troubleshoot recurring issues to provide root cause and document solutions
• Understands, develops and follows internal policies and procedures to properly manage service delivery expectations
• Maintains a thorough understanding of the businesses and functions being supported to provide relevant solutions
• Maintains awareness of service level agreement targets to help meet and exceed requirements
• Handles technical escalations from other teams and/or provides needed guidance
• Works with other teams and/or vendors to develop new solutions when required

Confidential, Atlanta, GA

Field Support Technician

Responsibilities:

• Responds to requests for technical assistance using Remedy and Remedy Force, Service Now provided asset tracking and reporting.
• Provided 2nd and 3rd level Desktop Support and Help Desk and asset management.
• Utilized Various Remote access tools such as, Altiris, SCCM Management Console, O365, Virus removal, Cisco VPN & RSA VPN troubleshooting and support, McAfee Endpoint Encryption.
• Troubleshooting and Support, Active Directory Administration, Citrix troubleshooting and Support.
• Create and Manage user accounts utilizing Active Directory.
• Support of McAfee EEPC 6 and Endpoint Encryption, Decryption, Data Recovery, Escalate global issues to appropriate resources.
• Provide wireless troubleshooting, and Support for wireless devices.
• Maintain IT Inventory and Document Proposed changes, Diagnose and Resolve technical hardware HP and Dell machines and software issues.
• Work with all levels of users up to Director Level.

Confidential, Atlanta, GA

IT Service Desk Analyst

Responsibilities:

• Receive, resolve, and/or escalate problem calls that are directed to the ICT Service Desk, provide advanced assistance on use of standard software including Word, Excel, Notes, Exchange, PowerPoint and other standard packages.
• Provide for creation and reset of network ID s and passwords as well as for access to general and special network files and drives, general applications and data. Proactively use and maintain incidents within the problem Management system.
• Manage small and/or internal IT projects using the Lend Lease Project Management practices or industry best practice in lieu thereof.
• Assist Call Center/Help Desk in support of Confidential Solutions, Provide Lend Lease Technology users with appropriate levels of support.
• Establish and maintain positive working relationships Between Lend Lease and Lend Lease technology partners.
• Work with technology vendors to continually improve the tolls available to use.
• Ensure timely and appropriate communication of information required to make effective use of technology solutions.
• Provide documentation to support the appropriate use of Lend Lease solutions.

Confidential, Atlanta, GA

Desktop Support Specialist

Responsibilities:

• Provide 100% Product support for AIG Agency Auto Software (Dynamic Rating System) Local Install and Web Based Citrix install.
• Provided Software Troubleshooting of Various Issues such as Citrix ICA Client Installation, Upgrade, Troubleshooting and Repair.
• Provided Agent System Troubleshooting with Internet Explorer issues, Network Connectivity issues using Satellite, DSL, Broadband, and Dial-up Connections.
• Provided Citrix Troubleshooting and resolutions, converted agents over to Citrix, Provided Citrix user Administration, created usernames, passwords, and Assigned permissions for new and existing Agents, Utilize Remote accessing tools such as Remote access (Network Streaming), Track connectivity issues, System resources, remotely.
• Worked with Various operating systems such as Windows NT, Windows 98, Windows 2000, Windows XP, Windows Vista, Windows 2000 Server and Windows 2003 Server.
• Provided Website support for Policy Maintenance, Active Policy Endorsements errors, Commissions, Policy Payments, and Cancellations of active policies.
• Provided Training for new agents and questions from existing agents concerning website usage, Rating software questions and Mistake corrections.
• Configured PC, Laptops, Servers, and Local and Network Printers for Agency’s.