CAREER PROFILE:

• I am an IT professional certified in ITSM, ITAM, ITIL, and Incident / Change Management. I can be an asset to your organization in various ways.
• For instance, I can assist with designing your existing ticketing system to be ITIL ready with streamlined functionality.
• I can provide IT Asset Management for both hardware and software, which will improve company cost reduction and improve accuracy in reporting.
• With over 5 years of IT experience at the Service Desk, I can be a great team player and help to improve ticket closure and efficiency, which will generate revenue and maintain SLAs.
• Because I take pride in providing world class customer service, this will help to improve customer satisfaction and brand awareness.
• Gained valuable experience as an Audio/Visual IT Technician.
• I am confident in my abilities in troubleshooting, recruiting, planning and implementation of AV.
• Became a member of Infocomm.
• Held the following roles as an intern as well as a full - time employee: Service Desk Technician II, System Administrator, Software Asset Manager, Customer Service Representative.
• Change Management Workflow Design, Service Delivery / Incident Management Workflow Design and Facilities Management Workflow Design.

TECHNICAL SKILLS:

Solarwinds

TeamViewer

Windows 10

MAC OS El Capitan

Macrium Reflect

Seneca Media Players

Pinnacle Media Players

Harris Media Players

Cisco Meraki Router

Cisco 600 Series Router

Pakedge RK1 Router

Kramer HDMI Matrix Switcher

Tripplite PDU

Tripplite Power Alert Management Software

APC Power Management Software

Cyber Power Management Software

Matterport Software

Baluns

Samsung MDC Software

Samsung HDTV Panels

Televes Blades

PROFESSIONAL EXPERIENCE:

Confidential, Lake City, FL

System Administrator / Service Desk Technician - Internship

Responsibilities:

• Windows 7
• Windows 10
• MAC OS
• Office 365 Admin Console
• MS Office (Word, Excel, Outlook etc.)
• Adobe Photoshop
• Adobe Lightroom
• Quickbooks
• Smartvault.
• Avaya IP Office Manager
• Active Directory 2008.
• ADT Brivo
• Windows NT 3.1 Advanced Server.
• Exchange Server 2008.
• Windows Server 2008 R2
• Google Admin Console
• LabTech
• Teamwork Desk
• Asana
• Dell OptiPlex & Lenovo workstations
• Jing

Confidential, Jacksonville, FL

Service Desk Technician / ITAM / Manage Engine Service Desk Plus Specialist

Responsibilities:

• Windows 7
• Windows 8.1
• Windows 10
• Active Directory
• Windows Server 2003
• Windows Server 2012
• Entrust Multifactor Authentication
• Manage Engine Service Desk Plus
• Cisco WebEx.
• Dell OptiPlex & Lenovo workstations,
• MS Surface Pro 2, MS Surface Pro 3, MS Surface Book tablets etc.
• SharePoint
• Office 365
• V-Soft
• Branch Capture
• ACE.
• Panini Vision X and Canon check scanners.

Confidential, Miami, FL

Software Asset Management / Help Desk Agent - Internship

Responsibilities:

• Windows 7
• IBM Tivoli
• IBM Big Fix
• Active Directory
• ITAM
• Microsoft Excel (VLOOKUP)
• Sharepoint
• BMC Remedy

Confidential, Jacksonville, FL

Audio/Visual IT Technician

Responsibilities:

• Imaged Media Players with Windows 7 & Windows 10 operating systems, configured BIOS and NIC settings for digital signage functionality for auto dealerships.
• Monitored and provided remote troubleshooting for AV devices in Solarwinds & TeamViewer.
• Recruited AV technicians to conduct site surveys, diagnose incidents, and installations.
• Provided customer service and became a liason between Regional Area Managers and dealership GMs.
• Completed training in Service Management, Service Strategy, Service Design, Aligning IT with Business Requirements, Service Transition, Change Management Processes, Service Transition, Continual Service Improvement, and Service Operation.
• Engaged in daily assignments and solutions from training and development.

Confidential, Florida

Computer Repair Technician / IT Field Technician

Responsibilities:

• Completed IT projects, installations, and troubleshooting assignments via direct sales and online job boards.
• Joined multiple networks for AV, IT, ITAM, and ITSM.
• A+ Certified with a foundation in Audio, Audio/Visual, Digital Media, Banking, and Energy technologies.

Confidential, Lake City, FL

System Administrator / Service Desk Technician

Responsibilities:

• Provided customer service to internal customers, external customers and remote users.
• Communicated with enterprise-level management
• Identified and resolved hardware break/fix issues, Windows 7, Windows 10 & MAC desktop performance issues, network connectivity issues, and network printer issues.
• Restored workstations and laptops unable to complete POST or access the operating system.
• Provided application support for Office 365, Adobe Photoshop, Adobe Lightroom, QuickBooks, Smartvault.
• Maintained assets in the Tech Storage Room and helped to develop ticketing for service request of hardware and software assets.
• Managed Avaya IP phone system and assigned phone extensions to all users.
• Managed all user accounts in Active Directory 2008.
• Managed all user accounts in ADT Brivo which included activating key cards and security door access for all users.
• Provided hardware setup for new and existing IP Phones, workstations, laptops, and peripherals.
• Implemented ITIL principles and configured ticketing system to improve ticket submission from all departments and locations. These efforts helped to provide accurate reporting and improved ticket close efficiency within all departments.
• Maintained the lifecycle of all hardware / software assets from procurement to disposal, and created baseline images.
• Helped to manage all email accounts in Exchange Server 2008.

Confidential, Jacksonville, FL

Service Desk Technician / ITAM / Manage Engine Service Desk Plus Specialist

Responsibilities:

• Provided customer service to internal customers and remote users.
• Responded to trouble tickets (Incidents) via phone and email request. Incidents include: hardware break/fix issues, printer/scanner issues, mapping users to printers, mapping drives, Google Vault dumps, desktop support, application support and assisting Service Desk III Technicians with imaging new hardware devices with baseline applications for Windows 7, Windows 8.1 and Windows 10 operating systems.
• Managed user accounts, which includes account lockouts and helping to assign Group Policy for new users when needed within domains in Active Directory using Windows Server 2003 & 2013. Created soft and hard tokens for multi-factor authentication, and provided user account support for Entrust.
• Used Remote Assistance to access physical servers (host), domain controllers and virtual machines on the network.
• Assisted with hardware setup, replacement and removal.

ITAM / Manage Engine Service Desk Plus Specialist

Confidential

Responsibilities:

• Change Management, Asset Management, Service Request Fulfillment and Incident Management. My efforts as a Team Lead assisted the IT Governance Manager in creating new procedures, workflows, and test scripts to create improved efficiency, standards, reporting, and research on all assets connected to the WAN. This includes Servers, Switches, Firewalls, Adaptive Security Appliances, Gateways, Dell Servers, IBM Brocade, Cisco Routers, Mitel and Cisco 7961/8845 IP Phones.
• Provided Change Management training for 50+ employees using Cisco Video Conference and Cisco WebEx.
• Configured Manage Engine Service Desk Plus to work with all departments that are involved in the procurement, deployment, management and expense reporting of IT assets, Facilities operations, etc.
• Linked projects with Purchase Orders, Assets, Service Request, Incident Request and Changes to help manage resources, and track progress to fine-tune overall IT service delivery and provided accurate reporting within Manage Engine. These efforts help with identifying trends, recurring problems, and IT Service Delivery.
• Completed IT Asset inventory for all Corporate One FCU sites (JAX, TAL, COL) as an ITAM. These efforts supported life cycle management and strategic decision making for IT department heads which includes asset setup, relocation, disposal, depreciation and hardware value found within the business which includes Dell OptiPlex & Lenovo workstations, MS Surface Pro 2, MS Surface Pro 3, MS Surface Book tablets etc.
• Updated IT asset inventory in SharePoint and Microsoft Excel spreadsheets. This allowed the IT Governance Manager and department heads to accurately manage assets for Data Center Consolidation.
• Maintained upkeep and management of assets in the Tech Storage Room.
• Assisted internal customers with FedLine Web Certificate retrieval.
• Assisted the Member Experience department with managing users in Image Depot.
• Familiar with banking software such as V-Soft, Branch Capture, & ACE.
• Familiar with banking hardware which includes: Panini Vision X and Canon check scanners.

Confidential, Miami, FL

Software Asset Management / Help Desk Agent - Internship

Responsibilities:

• Responded to trouble tickets via phone and email request. Incidents include: application support, application errors, license support and Windows 7 desktop support. Supported 50+ end users daily.
• Identifying baseline applications and images for all departments. These efforts assisted the Software Engineers and developers with migration and deployment through a process of creating “Tivoli Pushes” and TEM Packs”.
• Escalated unresolved trouble tickets to Level 3 support technicians using Remedy and followed up with the end users and the Project Manager to ensure that deployment was successful and all trouble tickets were resolved.
• Used IBM’s ITAM, Big Fix and Microsoft Excel (VLOOKUP Tool) to create worksheets which compare license purchases vs. license deployments. This helped the IT Asset Manager with reporting, software asset tracking and analysis to mitigate financial risk and prevent audit penalty.
• Identified chain of custody for all software assets. Proper identification of assets allowed me to uninstall non-licensed software or procure licenses from software owners if departments and end-users were out of compliance.
• Worked closely with the Project Manager to create reporting, procedures, and analysis in SharePoint.

Confidential, North Lauderdale, FL

Inbound Call Center / Help Desk Agent - Customer Service Representative

Responsibilities:

• Used Remote Assistance (LogMeIn Rescue), to troubleshoot and diagnose incidents related to all anti-virus software applications, printer support, and provided Windows desktop support which includes
• Start up, System Restore, and computer performance.
• Escalated unresolved issues to Tier 3 support technicians and Red Hats.
• Provided application support for the following Anti-virus software applications: Trend Micro, Norton, and Kaspersky antivirus Software Subscription Renewals, Activation, Cancellation. Supported 50+ end users daily.
• Assisted with order support for workstations, laptops, video game consoles, computer parts and peripherals.

Confidential, Middletown, NY

Inbound Call Center / Technical Support Specialist / Customer Service Representative

Responsibilities:

• Resolved network related Issues, internet related issues (slow connectivity, email setup, problems logging onto the Confidential Homepage, making account changes online.)
• Resolved issues related to cable service which includes: cable box setup and channel navigation, connecting computer to CATV, reception issues (macro blocking, dark picture, rolling picture etc.). Supported 50+ end users daily.
• Assisted Confidential customers with upgrades, installation (appointment setting), billing issues and concerns etc.
• Addressed customer concerns by listening and relating, showing empathy and taking ownership to ensure customer satisfaction.
• Eliminated potential call backs by making follow-up calls to customers, supervisors and escalations representatives to ensure that field work was completed and issues were completely resolved.

Confidential, North Lauderdale, FL

Inbound Call Center / Mobile Broadband Support / Customer Service Representative

Responsibilities:

• Provided basic and advanced troubleshooting for handsets, PDA Phones and connection cards.
• Resolved trouble tickets related to email, text messaging errors, poor call quality, video streaming errors, active sync, tethering, file transfer and network related issues.
• Escalated unresolved issues to Tier 3 support technicians and Red Hats.
• Handled a high influx of calls related to billing issues, complaints and user support.
• Followed up with customers to ensure customer satisfaction and first call resolution.