OBJECTIVE

• Five plus (5+) years, working in the information technology field. Five years in help desk and desktop support. Technology savvy self - starter adapt moving into new environments, from existing experiences and quickly adapt to new technologies fluently.

PROFESSIONAL EXPERIENCE

Confidential, Raleigh, NC

Customer Service Representative

Responsibilities:

• Provide excellent customer service, front and replenish shelves.
• Gather and coordinate mixed beverage orders for customers. Keeping track, with each order, making sure each order is correct before the customer leaves.
• Operate the cash register, balance each draw, count down all the tills and make sure the money is correct at the end of the night.
• Closing the store, making sure the store is locked and secure.
• Keeping track of the inventory, ordering bottles when needed. Loading and unloading trucks with bottles arrive. Managing over 10 co-workers, training and

Confidential, Mooresville, NC

Contractor Operator

Responsibilities:

• Owned and operated 24in box truck for Amazon.
• Deliver Amazon packages from the warehouse to multiply United States Postal Service locations.
• Fulfilling amazon orders by loading and unloading merchandise.
• Use logistic application to process and scan the packages.

Confidential

Video Engineer

Responsibilities:

• Part of a team responsible for implementing and troubleshooting EdgeQAMs (NSG 9000-40G).
• RF hub/headend experience working with video equipment including DCMs and EdgeQAMs or equivalent certification from SCTE or NCTI.
• Implemented and configured to the environment. Project work includes defining, upgrading, and configuring EdgeQAMs on hubs and maintenance of QAMs.
• Experience using Remedy and JIRA ticketing system. Implementing jira using company software tools as well supporting desktop and chatbot online.

Environment: Windows, MSoffice, SharePoint, Jira, Remedy

Confidential, Concord, NC

Tech Support Engineer

Responsibilities:

• Managed a 24x7 NOC environment infrastructure with over 170 physical servers plus 56 virtual servers.
• Knowledge of Windows servers 2008, 2012. Set up 0365 for users, choose domain, password set up, and assign product licenses. Set up One drive and saving all files in the cloud.
• O365 troubleshooting exchange online, Sharepoint, MS teams, and other applications.
• Issue resolution, server health checks, troubleshooting video services using server, network, IIS and client trace log analysis. Server monitoring with NetCool, NMX, and VBC Controller.
• Proactively correct network issues before clients or customers saw outage, and reduce time if outage is reported.
• Document every issue through Remedy ticketing system, as well using SLA for corporate, customer, and service levels. troubleshooting issues with external and internal customers.
• Manage Cisco routers and switches through GS3 and PUTTY. Monitor networks using Solar Winds and provides alerts and reports.
• Responsible for Windows and Linux engineering documentation, technical specifications, manuals, and methods of procedures (MOPS).
• Knowledge of Middleware Technologies such as Weblogic, WebSphere, Tomcat, .Net, used Itential application for network operations.

Environment: Windows 10, Adobe, Cisco routers, Virtual Machines, Active Directory, 0365, Linux, Solar Winds, Remedy

Confidential, Hickory, NC

IT Analyst

Responsibilities:

• Analyze report requests. Use HR data to analyze and generate ad hoc and standard reports for metrics, compliance and decision making. Run scheduled reports for end users/management.
• Liaison with IT staff in resolving HRIS issues. Assist in the implementation and maintenance of HR systems.
• Use MS Excel to create formulas and adjust spreadsheets for HR managers.
• Project management skills in managing multiple systems projects. Train end users in systems. Assist in troubleshooting system and end user issues.
• Recommend process improvements with innovative solutions, drive strategy, and automate where possible.
• Serves as liaison between third parties, other stakeholders, and vendors.
• Daily management of eTIME escalations and able to resolve promptly. Experience with manufacturing timekeeping in ADP Enterprise (EV5), Time and Attendance (eTime)

Environment: Windows, ADP, SQL

Confidential, Columbia, SC

PC LAN Technician

Responsibilities:

• Regularly interacts with Confidential department heads, their designated representatives, and most the county’s departmental staff. Travels in personal car to computer sites throughout the County. May interact with outside consultants and outside vendors.
• Manage day to day activities to ensure timely resolutions of user issues. Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Identify, recommend, develop and implement end user training programs and resources to increase computer literacy and self-sufficiency. Led Help Desk team in upgrading technology infrastructure including desktops, laptops and Mobile devices.
• Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. Design and enforce request handling and escalation policies and procedures. Also troubleshooting Jira issues, testing and using tools to resolve issues.
• Performs technical and administrative duties related to the design troubleshoot website using html, establishment, enhancement, and support of Confidential ’s LAN environment, including microcomputers, AS400, laptops,0 tablets, peripheral devices, phones, and associated software.

Environment: Windows, Active Directory, AS400, Windows Server 2008-2012, IOS devices, WinZip, ServiceNow, Jira

Confidential, Greensboro, NC

Help Desk Administrator

Responsibilities:

• Using Spice Works and Service Now ticket system tracking to document problems, develop solutions, and analyze data to improve performance and training. Config and troubleshooting Office 365. Add and configure forms using SQL, for shop floor.
• Handling server and domain changes, as well as creating detailed reports about equipment performance and requesting supplies. Set up SCCM manage the deployment and security of devices and applications across an enterprise.
• Setting up and providing account passwords and logins to reset end users. Creating usernames, making groups, and domains in an active directory. Troubleshooting O365 exchange email and online.
• Diagnosing hardware problems using specialized tools or computer programs, as well as maintaining accurate inventory records of computer equipment and replacement machines.
• Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Implementing and monitor security measures for the protection of computer systems, networks and information. Install/set up Cisco VOIP phone systems. Configure VOIP phones to work properly.
• Reading or listen to client problems and collect necessary information to identify and solve technical issues.

Environment: Windows, O365, Window Server 2008-2012, SCCM, SQL, Active Directory, Cisco voice platform, Barracuda Networks, VMWare, Spice Works, Service Now