TECHNICAL SKILLS

Operating Systems: Mac OS / Windows PC

IT Service Management: Service Now, Samange

ERP System: NetSuite

Network Monitoring: SolarWinds, Citrix Director

Identity Management Platform: Okta, OneLogin, Active Directory, ADMP

Mobility Management: AirWatch, Mobile Iron, Jamf

Software and Applications: Avaya, Microsoft Office 365, Oracle Micros xStore, FortiClient, Global Protect VPN, Jira, DameWare, POS Systems, RDP, Concur, Workday, VoIP cloud management, Kronos, GoTo Assist, ZOHO

PROFESSIONAL EXPERIENCE

Confidential, Los Angeles, CA

DESKTOP ENGINEER

Responsibilities:

• Provide Tier 2 executive and end - user onsite and remote support.
• Implement and configured Palo Alto VPN with RSA 2 factor authentication.
• Manage and support all network printers for corporate users by leveraging Microsoft Print server.
• Support various operating systems such as MacOS Catalina, Mojave, and High Sierra along with Windows 7,10, Server 2012 R2, Server 2016 R2
• Created and maintained documentation KB articles and standard operating procedures. (SOPs)
• Update and manage KPI dashboards to measure productivity increasing SLA adherence from 50% to 90%
• Prioritize and triage incidents received via Service Now ticketing system to resolve in a timely manner.
• Track inventory and asset management with deploying, laptops, desktops, servers, and software licensing
• Image Windows/Mac laptop for and ensure proper deployment
• Monitor Citrix VDI environment for stability and incident management
• Automate new hire onboarding by leveraging ADMP to lower onboarding time by 1 hour per new hire.

Confidential, Los Angeles, CA

IT SERVICE ENGINEER

Responsibilities:

• Provide level 2 technical support for 400+ corporate employees, including executive support.
• Provide level 2 technical support for 250+ retail stores in U.S. and Canada (iPod scanners, iPads, POS Systems, desktops, laptops, printers and network devices).
• Assist with various Email and Outlook issues, network related issues for corporate and retail operations, and VoIP issues.
• Assist corporate employees with various email and Outlook issues, network related issues and VoIP issues.
• VoIP administrator for 400+ Polycom phones.
• Assist retail employees with iPod scanners, iPads, POS systems, desktop, printers and network devices.
• Prioritize incidents received via Samanage ticketing system to resolve in a timely manner.
• Document and report directly to Level 3 team lead and IT manager with all resolved/unresolved issues.
• Manage, inventory, asset tracking and deploy iPhone, iPads and hot spots.
• Image windows laptop devices to ensure proper deployment.
• Administrator for Full Circle & NetSuite for account creation, grant access level and level 2 support for technical related issue.

Confidential, Alpharetta, GA

IT LIAISON / BUSINESS OPS COORDINATOR

Responsibilities:

• Efficiently and effectively handle 30 to 40 calls resolving various needs and concerns for Small/Medium, Major Federal and National accounts.
• Assist with installing, configuring, updating and managing printers, tablets and iPads.
• Sell the value of Verizon solutions by using strong communication and negotiation skills to improve the customer experience and increase company revenue.
• Provide tier 1 and 2 technical support for NIC cards and mobile devices utilizing in-depth knowledge of products, services and network capabilities with proprietary software such as ACSS Web and ACSS .Net.
• Experienced with troubleshooting mobile devices such as BlackBerry, Android and Apple and its wireless technology.
• Provide technical assistance to internal representatives and upper management such as wireless system connectivity issues and IE based programs.

Confidential, Atlanta, GA

HELPDESK SUPPORT/PRODUCT SUPPORT ANALYST

Responsibilities:

• Assist with the configuration of new mobile devices such as iPhones and iPads with a total environment of 1,200 to 1,500 clients.
• Provided support and test mobile devices for optimum productivity and performance.
• Document and maintain updated daily reports/logs of accurate ticketing system.
• Closed 10 to 20 tickets per day using Service Now ticketing system via email/in-person concerning Air Watch Mobile Device Management (MDM) setup.
• Assisted with Active Directory accounts such as password setup/reset.

Confidential

HELPDESK SUPPORT/PRODUCT SUPPORT ANALYST

Responsibilities:

• Responsible for processing flight logs for Pilots and Flight attendants for current/upcoming schedules roughly supporting 10 to 30 calls and tickets daily.
• Provided support with internet connectivity issues such as iPhones, PC OS desktop applications, such as Windows XP/7 and VPN mobile device Website.
• Configured administrative company account contact, password and login resets.
• Documented and maintained updated records of resolved & unresolved issues via phone/iPhone and/or email/tickets with Version One ticketing system.

Confidential, Atlanta, GA

TECHNICAL SUPPORT

Responsibilities:

• Experience with working with .com software such as (APTA) Automated Pane Transfer Application and (STEP) an Oracle based product information manager.
• Resolve technical inquiries via email concerning account setup and tested once issue resolved.
• Conducted daily meetings with upper level management and with project team for updated information data analysis.
• Resolve vast issues regarding client accounts by maintaining updated information.
• Tracked data on Microsoft Excel and recorded ticket inquiries using the MST ticketing system.