SUMMARY

• Quality focused IT Professional with A+ Training and 15 + years of experience as a IT helpdesk analyst and software/hardware support specialist. Proven ability to create and deliver solutions that meet corporate objectives tied to business and technology performance. Effective communicator; able to explain complex processes in easy - to-understand terms for end users.

AREAS OF EXPERTISE

• New & Emerging technologies
• Systems & Network Upgrades
• User Training and Support Tools
• Network Connectivity Issues
• Testing and Troubleshooting
• Windows Platforms
• Client Needs Fulfillment
• Application Administration
• Systems Integration/Migration
• Problem Identification/analysis
• Business Process Optimization
• Disaster Recovery Planning

TECHNICAL SKILLS

Software: Windows 9x/NT/2000/XP/VISTA/Win7, Microsoft Office Pro, Active Directory, Lotus Notes, Norton Anti-Virus, MacAfee Anti-Virus, Bomgar, Remote Desktop, PC anywhere, VNC, Net meeting, LogMeIn, Zoom, AWS.

Hardware: Xerox, Fax, Scanner, Network Printers, and Multi-phone line operation. Typing (60-65 wpm) - Data Entry.

PROFESSIONAL EXPERIENCE

Confidential

IT Specialist

Responsibilities:

• Provides telephone support for all computer-related requests and issues for the end user community.
• Properly diagnoses technical issues (i.e.: hardware, software, LAN issue etc.)
• Troubleshoots all standard applications in the application portfolio.
• Troubleshoots all issues concerning network, email rights, and access. • Process new ID account requests, changes, and deletions.
• Escalates calls to proper third level support groups.
• Monitors open call tickets daily to ensure that all requests are being handled in a timely manner.
• Acts as liaison between business communities and Confidential IT.
• Operates within a team while maintaining the skill set to work autonomously.
• Prioritizes multiple issues and completes tasks in a timely and efficient manner.
• Adapts and utilizes existing hardware and software knowledge in a dynamically changing environment.
• Strives to increase customer satisfaction levels by:
• Answering Service Desk calls as quickly as possible to minimize hold times.
• Resolving as many customer requests on initial contact as possible.
• Demonstrating friendly and professional phone manner/ demeanor.
• Communicating technical subject matter in a non-technical fashion.
• Demonstrating efficient problem-solving skills.
• Demonstrating a strong ability to follow through.
• Demonstrating interpersonal skills to handle crises when they arise.
• Demonstrating skills to deal with stress and pressure.
• Exceptional knowledge of Microsoft Operating Systems (Windows 7/10).
• Exceptional knowledge of Microsoft Office Suites, including Outlook/Exchange (Office 2007, 2010, 2016).
• Strong knowledge of Service Desk ticketing software Service-Now.
• Strong knowledge of PC and MAC-based systems (desktops and laptops).
• Ability to troubleshoot remote access technologies (i.e. VPN, LANDesk, WebEx).
• Ability to independently troubleshoot new technologies as they emerge (including software).
• Proven track record of being detail oriented, with outstanding follow-through.
• Able to effectively interact with all levels of the organization
• Provided quality technical support with a goal setting of first call resolution; Functioned as a member of Help desk support team handling between 30-50 calls per day for multiple PCs and diverse group of end users through the usage of ServiceNow and Jira Ticket Tracking systems.

Confidential

Client Support Analyst

Responsibilities:

• Provide Phone, Email and Remote Support (BOMGAR) support to executive personnel on support issues such as VPN Connectivity Issues, ACD Requests, Network Printer Issues, Lync Access, Global Address List, Voicemail, VPN Access or Issue, Phone Request, Public DNS Request, Report an Issue, Request Permissions, Web Content Exception, IT Equipment and Order Mobile Devices. Clients: Manheim, CEI, CMG, Auto Trader and its affiliates.
• Install and configure enterprise level and third party applications such AS400/iSeries. Administer Password Resets, Profile Configuration, Troubleshoot/Resolve iSeries Printer issues, Modify data information for Manheim users.
• Troubleshoot high-level system/customer issues assigned to the Client Desktop Support Group. Support for Dell Computer Hardware/Software Support and deployment.
• Properly document and track the details of the problem, analyze both status and resolution within the Help Desk tracking application Remedy & Service Now.
• Perform maintenance of computer organizational unit within Active Directory and Group Policy.

Confidential

Help Desk Specialist

Responsibilities:

• Provided phone, email and remote (BOMGAR) support to on-site and field employees on a variety of issues including system access and operation.
• Extensive application user support for proprietary software (ATLAS, TL Pro, EAL Pro and TLX) and other applications/vendors such as Bill Matrix/Fiserv, Credex, Premier ETitle, SOPHOS, Air Watch, Microsoft 365, MS Lync, Active Directory Administrative Center. Software Support for Brother, HP and Cannon network printers.
• Migration of several multiple Blackberries to iPhone & Android devices and supporting the migration to a common Air Watch platform.
• Properly document and track the details of the problem, analyze both status and resolution within the Help Desk tracking application WebHD.
• Run daily audit of application availability.
• Executed ticket reviews, statistical reports or handle special projects as needed.

Confidential

IT Systems Administrator

Responsibilities:

• Provided technical support via phone and desktop remote control to resolve common desktop issues.
• Provided functional and technical support, troubleshooting and diagnosed software problems including desktop, laptop, LAN/WAN and VPN issues.
• Administered and supported network user accounts groups and security access using Active Directory. (Applications such as AS/400, Apollo PCMS, Trax Clinical Services, Ceridian, and Metro).
• Setting up e-mail account via outlook client, adding mailboxes, to the client, setting up, and enabling user for Microsoft Office Communicator. Supporting e-mail issues through Outlook Web Access and providing basic guidance on using both the Outlook Client and Outlook Web Access.
• Supported Blackberry and IPhone devices for e-mail setup. Troubleshooting Blackberry device software issues through the BES server, wiping devices, disabling devices, migrations and setting users up on the BES Server.
• Triaging Avaya IP phone connectivity and call quality issues by troubleshooting Avaya Interaction Center, Avaya IP Agent and Avaya Hard Phones.
• Obtained Remote Access that allowed us to remotely login as the administrator to perform various tasks such as software maintenance: (Applications Add access, Installs, Updates, Diagnosis and Printer Installations).
• Troubleshooting VPN connectivity issues through Cisco Router Devices and Cisco VPN Client based software.
• Achieved high level of customer satisfaction through patient, methodical approach to problem resolution, with majority of calls resolved within corporate service level agreement. Usage of CA Unicenter Service Desk ticket tracking system and Avaya Telecom Systems.
• Trained new employees on processes and procedures, troubleshooting software and hardware device and triage proprietary software.
• Documented processes and procedures, new implementations, applications and basic troubleshooting for software and hardware devices.

Confidential

Global Distribution Analyst

Responsibilities:

• Managed various areas of support-included installation of Microsoft Office applications, Hilton Property Management System (called OnQ), Hilton Revenue Management System (RMS), and other Hilton proprietary software.
• Kiosk & Network Printer Support (Hardware and Software) connectivity issues with troubleshooting TCP/IP settings.
• Real VNC software that allowed us to remotely login as the administrator to perform various tasks such as Network Outages and Performing System Backups.
• Provided quality technical support with a goal setting of first call resolution; Functioned as a member of Help desk support team handling between 30-50 calls per day for multiple PCs and diverse group of end users through the usage of Quintus and Remedy Ticket Tracking systems.