SUMMARY

• Over 9 years of experience working as an IT professional.
• Identified, diagnosed, and resolved level 2 problems for users for database, server and personal computer software and hardware, internet and hosted applications, and communicated solutions to end - users.
• Diagnosed and resolved database, network, hardware problems, server, email, internet,VPN, and local-area network access problems.
• Maintaining/Updating SQL databases, creating queries/commands
• Excellent verbal and communication skills.

TECHNICAL SKILLS

• Active Directory
• Microsoft SQL Server Management Studio
• Microsoft Windows XP
• Windows Vista
• Windows 7 operating systems
• Windows Server 2008
• Microsoft Office Professional 2007 & 2010
• Lotus Notes
• Remote Desktop & other Third-Party Remote Software
• Help Desk Ticket Software
• SCCM
• ServiceNOW
• Gemini
• HTML
• JAVA
• CSS
• XML
• Javascript
• SQL
• Some programming in PHP
• Android
• Apple iOS and Blackberry mobile
• Microprocessors
• JAVA
• Data structures

PROFESSIONAL EXPERIENCE

Confidential, Columbus, OH

POS Level 2 Analyst

Responsibilities:

• Acted as a liaison with over 560 Confidential restaurants troubleshooting incidents escalated from the IT Service Desk related to databases, restaurant hardware,POS software. Rotating 24 hour on-call cycle to support management at restaurant and corporate level.
• Utilized SQL based POS databases and queries to research incidents submitted by restaurants in the field related to POS software.
• Gathered requirements and configured changes for Confidential POS Software using SQL scripting and configuration tools.
• Utilized SAP RemoteWare and Windows batch scripting to extract sales data from all Confidential restaurants.
• Utilized Service-Now ticketing system to record and thoroughly document Information Technology incidents and events.
• Researched networking issues by troubleshooting network connections and hardware configurations on firewalls, switches, modems, and access points.
• Worked with the POS development programmers to determine solutions for end users.
• Researched production defects and created problems IDs so defects could be easily identified and tracked.
• Assisted in the maintaining of POS server images for Confidential restaurant servers.
• Reimaged servers for Confidential restaurants and completed configurations before they are deployed to restaurants.
• Created documentation for POS hardware and software solutions for use by support teams.
• Completed daily retrieval of sales, labor, and payroll data files, from each Confidential Restaurant, so data can be processed at corporate office.
• Utilized Cisco Meraki dashboard to troubleshoot network level problems.

Confidential, Columbus, OH

POS Services Representative

Responsibilities:

• Responsible for on-site installation, maintenance, and repair of point of sale (POS) IBM, TOSHIBA and multi-vendor systems and components, including hardware, networking products, software, and operating systems. Clients serviced included Confidential, KFC, Best Buy, Walmart, Sam’s Club, Costco, Kohls, Old Navy, Bed Bath & Beyond, Banana Republic and many more.
• Primary technical interface to clients for the coordination of hardware and/or software support and delivery of operational services as required by the client.

Confidential, Dublin, OH

Help Desk Administrator

Responsibilities:

• Active Directory administration (resetting passwords, unlocking and disabling accounts)
• SCCM for ticketing
• Helpdesk ticket management using Microsoft Service Manager
• Basic Citrix XenApp administration

Confidential, Dublin, OH

Help Desk, Tier 1 & 2

Responsibilities:

• Active Directory administration (resetting passwords, unlocking accounts)
• Provided combination of telephone and remote support
• POS software upgrade team(400 + Installations, 1000's of remote desktop support sessions)
• Registry analysis for troubleshooting or repairing applications
• Batch File Scripting
• Printer and scanner sharing, installation and configuration. Resolved network printer issues
• Taking ownership of user problems, following up on the status of those problems on behalf of the user, and communicating progress in a timely manner. Documentation and escalation or closing of tickets on case by case basis.
• Helpdesk ticket management using Gemini
• Remote Desktop support using Real VNC

Confidential, Columbus, OH

IT Level 1 & 2 Support Technician

Responsibilities:

• Responsible for the IT level I&II support of an educational facility that serves over 300 students.
• Established wireless printing capabilities on legacy printing systems (non wireless) with a wireless router configuration.
• Deployed mobile apps to enable administrators and teachers to print from phones with Android and Apple iOS operating systems.
• Identified, diagnosed, and resolved level 2 problems for users of server and personal computer software and hardware, internet and hosted applications, and communicated solutions to end-users.
• Provided one-on-one end-user problem resolution over the phone and via remote support software for approved PC software.
• Diagnosed and resolved end-user network or local printer problems, PC hardware problems and server, email, internet, dial-in VPN, and local-area network access problems.
• Helped install local area network cabling systems and equipment such as network interface cards, and switches.
• Assisted in creating documentation for self-service end-user support knowledge base.
• Created a FAQ video library that consisted of common software and hardware issues presented in an easy to follow narrative format.

Confidential, Columbus, OH

Computer Repair Technician

Responsibilities:

• Performed on-site repair and preventive maintenance on personal computers and related peripherals.
• Evaluated technical issues, solved customer concerns, and troubleshoot computer problems in an efficient and courteous manner.
• Built custom computers to best serve the customer needs.
• Scheduled work and ordered parts.
• Estimated and invoiced repairs