SUMMARY

• Analyst experienced with 20 years proficiency in all facets of IT Support, Technology, Financial, Telecommunications, and Government systems with a focus on operational performance and efficiency requirements. Proven ability to collaborate with a diverse team to meet and exceed project and departmental objectives nationwide. A strong innovator credited with creating workflow systems, which lead to excellent user integration, documentation, and use.

AREAS OF EXPERTISE

• Cross - Departmental Communications
• Remote Desktop Support
• Migration Processes
• Executive Desktop Support
• Risk/ Security Mitigation
• Process Development
• Detail Oriented
• Tier 2 - 3 Resolution
• User Training
• Elicitation

TECHNICAL SKILLS

Operating Systems: MS Windows 10, 8.x, 7, Vista, XP, 2000, NT 4.0, 98, 97, 95, Win 3.1, Sun OS 4.1. iOS 11 - 9.3.4Android 8, 5.01 - 4.0

Netware: Powershell v1-4, MS Active Directory, MS SMS & SCCM, MS Service Mgr., Novell Netware, Lazy Admin

Languages: Visual Basic 6.0-5.0, C, C++, Basic, DOS, SQL, MySQL, and MariaDB

Browsers: MS Edge v20.x, IE v6-11, Firefox v14 - 24, Chrome v18 - 57, Safari v 4.0 - 8.0

Communications: Avaya IC & IP Agents, Aspect, Cisco CUCM, EwFwm-RTA, Genesys, Insights, NICE, Verizon Agent DesktopWorkforce Management

Office: Adobe Digital Editions 4.5, MS Office 365, MS Office Suite 2016 - ’97 (Stand-alone & Enterprise License), Brother P-Touch labeling, Notepad, MS Snipping Tool, HyperSnap, Snag-It, Fast Stone, Greenshot 1.2.10.6

Application Management: Marimba Console & Tuner, MS SCCM 2017 - 2007

Email: MS Exchange 2016 - ‘03, Outlook 2016 - ‘03, GMail, Novell Groupwise

Conferencing/IM: Cisco Jabber, Cisco SX20, WebEx, MS Office Communicator, MS LiveMeeting, Adobe Connect 9-8Go To Meeting, MS Lync, Skype for Business with HDMI - Display Port, and VGA connections

Security: AVG, CheckPoint Encryption, Symantec Anti-Virus & End Point, McAfee Encryption, Trend Office Scan, Guardian Edge, Credant, Sophos, Juniper Pulse & Pulse Secure, and InfoBlox

Engineering & GIS: AutoCAD 2016-18, Auto CAD Map 3D 2012 – ‘10, DWG True View 2016, ArcGIS 10.1 – 8.3, Google Earth

PROFESSIONAL EXPERIENCE

Confidential

Technical Lead

Responsibilities:

• Provide 1st & 2nd line support for Windows 10 migrated users
• Provide timely tier 1 & 2 resolution to technical support issues while following company standards
• Manage Incident tickets for the Windows 10 software issues
• Collaborate & meet with NTT Data personnel for migration resolutions
• Lead the technology deployment team to correct and safe resolutions
• Notify and assist ‘Special Attention’ persons identified for each migration wave
• Be the Point of Contact for escalated migration issue resolutions
• Create knowledge-base information and post on the NextGen Sharepoint site

Confidential

Client Support Analyst

Responsibilities:

• Provide second line support through desk-side, remote, and local office support services
• Provide timely tier 2/3 resolution to technical support issues while following company standards
• Use advanced tools/technical knowledge to remediate customer problems & conduct scheduled installs with VB or Powershell scripts
• Maintain neat/safe environment and professional atmosphere at all times
• Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience
• Windows 10, 7, and Mac operating systems management and user support
• Provide local VoIP telephony support and remediation
• Ensure a stable computer operating environment
• Manually replaced desktop & laptop parts as needed\ Made HP service calls

Confidential, Denver, CO

Back-fill Consultant

Responsibilities:

• Deskside side user support for a user community of 800 employees in down town Denver & other states
• Provided primarily desk side user assistance via phone & remote session\ strategic troubleshooting
• Troubleshot, fixed and\ or reinstalled software applications as needed
• Imaged desktops & laptops with Windows 10 via enterprise network & PXE boot
• Used VB\ Powershell scripts to image new desktops & laptops
• Assisted with the end-of-life desktops & laptops salvage process
• Used IssueTrak v11.x to record each support action per task
• Managed desktop & laptop asset changes in Sharepoint documentation
• Manually replaced desktop & laptop parts as needed\ Made HP service calls
• Created Knowledge Base articles and\ or instructions for new fixes with Windows 10 with Sharepoint 2016

Confidential

Back-fill Consultant

Responsibilities:

• Deskside side user support for a user community of 700 employees in down town Denver
• Provided primarily desk side user assistance with problem solving and analysis skills
• Troubleshot, fixed and\ or reinstalled software applications
• Imaged desktops & laptops with Windows 10 via enterprise network
• Used SCCM to image new desktops & laptops\ VB scripts as needed
• Assisted with the end-of-life desktops & laptops salvage process
• Used ServiceNow to record each support action per task with KB documentation
• Recorded desktop & laptop asset changes in Service Now for organization & corporate documentation
• Placed Dell & HP support calls for replacement parts
• Manually replaced desktop & laptop parts as needed \ made HP service calls
• Managed desktop & laptop asset changes in Sharepoint documentation