Provided focus on IT industry process framework methodology across department in all support endeavors.
Provided technical support during times of systems outages, ensuring that employees were prevented from being in a work stoppage.
Provided application support monitors delegated incidents, including affected Configuration items
Provided support for resolving application system problems.
Performed research and analysis of customer pain and works with other areas to determine short/long term fixes/support needs.
Applied intermediate knowledge of the business, its products, and processes.
Gathered information, analyzes data trends, identifies root causes, and develops work products and collaborate with IT to improve integration in the ITIL processes as well as information to support business analysis and the development of technical solutions.
Eliminated over 2000 hrs. of employee down time through improved processes.
Was responsible for tool and assistance, service level agreement/operations level agreement monitoring, and quality control for customer service and technical knowledge.
Handled issues and analysis, identifies requirements, and recommends staffing needs to management.
Acquired and applied foundational knowledge of business, its applications, and processes.
Worked closely with Network and Systems Engineers in project planning and execution.
Assisted in supporting servers, including e - mail, virtual and backup servers on premise, at DR site and in the cloud.
Assisted in supporting network connectivity solutions including VPN, Cisco, firewall configurations, anti-virus, and intrusion detection systems.
Configured and deployed network equipment, including, but not limited to Cisco phones, WAN devices, Access points.
Gained knowledge with the use of Active Directory and Office 365 account, group, and shared mailbox creation.
Was first level of advance network and server troubleshooting. Monitored and tested performance across the company’s IT infrastructure.
Practiced network asset management including maintenance of network component inventory and technical specifications information.
Administered and maintained end user accounts, permissions, and access rights.
Responsible for thin client management system and for configuring and monitoring thin client devices.
Assisted in installation, configuration, maintenance and troubleshooting of end user workstation hardware, software, and peripheral devices.
Responded to outages and alerts.
Provided escalation and overflow support from the Help Desk.