SUMMARY

• Customer focused Desktop Support Technician wif more TEMPthan 8 years of success in a variety of computer operating systems, applications and hardware.
• Analytical and adept at resolving complex computer issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.
• Earned several awards among them the President’s Award, Excellence Awards, Spot Awards, Night out on the Town Awards and Customer Service Awards in different companies. Working on obtaining certifications.

• Windows DOS, XP/Vista/Win7 and 8.1, 10
• PC hardware / applications
• Active Directory/Azure
• MS Office 2007/2010/2013/2016 O365
• Exchange Portal O365/Exchange Online
• Configuring exchange for iPhones and Androids
• Cisco IP phones via CUCM and mailbox
• Configuring mobile devices
• WebEx/Zoom Admin
• Setting up users in Parallels RSA
• Printer setup on network environment
• User training and new hire orientation
• Virtualizing laptops/desktops VMWare
• PC Builds and hardware updates
• Creating Image for hardware deployments
• Software updates
• Apple Product like iPad, Mac Pro, etc.
• Trend Micro and Interscan
• SharePoint and Dynamics
• Mitel Phone systems
• Group Policy implementation
• Maas360 MDM

PROFESSIONAL EXPERIENCE

IT System Administrator

Confidential - Roswell, GA

Responsibilities:

• Adding new hires/terminations to MS Admin Center
• Creating email accounts Online Exchange w. groups, shared mailboxes
• Configuring android/iOS devices via Maas360
• Coordinating printers for maintenance, order of toner, and troubleshooting
• Setting up backup system via Synology
• Deploying MacBook’s, iPhone, Android
• Managing vendors for phone and computer hardware
• Managing access via keypad for personnel
• Coordinating facility maintenance
• Managing fleet vehicles for registration/maintenance/inventory

Desktop Support Technician

Confidential - Atlanta, GA

Responsibilities:

• Adding new hires/terminations to active directory and Office 365
• Managing MFA and securing user access
• Data encryption via BitLocker Drive Encryption
• Dealing wif vendors and contractors

Desktop Support Technician

Confidential - Atlanta, GA

Responsibilities:

• Adding new hires/terminations to active directory and Office 365
• Creating email accounts and distributions groups in Exchange Management Console and online Exchange
• Adding/Editing IP Phones via Mitel Business Service. Configuring phones for remote employees
• Ensure the functionality of all PC desktops/laptops and applying updates
• Enter and monitor ticket system using proprietary and Solar Winds system for assisting users and follow-up
• Setting up Zoom accounts and training users on video conferencing
• Serving as administrator for our door access assigning key fobs and controlling access to the facilities.
• Troubleshooting printer for SMB and email issues for our 230 offsite properties.
• Setup of router for bridge mode modems on all 230 off sites properties

Desktop Support Technician

Confidential - Atlanta, GA

Responsibilities:

• Adding new hires/terminations to active directory and Office 365
• Creating email accounts and distributions groups in Exchange Management Console
• Adding/Editing IP Phones via Cisco CUCM. Configuring phones for remote employees
• Ensure the functionality of all PC desktops/laptops and applying updates
• Enter and monitor ticket system using ServiceNow for assisting users and follow-up
• Setting up WebEx, and Zoom accounts and training users on video conferencing
• Administering our SharePoint sites in a cloud environment creating subsites and updating contents. Sharing Libraries and monitoring access.

Customer Support/Test Technician

Confidential - Tucker, GA

Responsibilities:

• Served as Subject Matter Expert for laboratory tests
• Assisted the Hematology Department prepping for tests
• Ran the pilot programming for IP phone system to satellite locations
• Performed all the hardware moves of desktops and phones and reconfigure

Account Manager

Confidential - Atlanta, GA

Responsibilities:

• Providing customer support to clients utilizing UltiPro web based
• Established test platforms to verify enrollment of benefits and new deductions
• Correcting SQL tables via Query Studio and running yearend adjustments for W2 purposes

Customer Support Analyst

Confidential - Atlanta, GA

Responsibilities:

• Providing technical support for Timekeeping, HR and payroll to assigned client base
• Maintain stringent call ticket database to ensure quality control for future calls
• Subject Matter Expert for software suites and yearend adjustment corrections.
• Earned an award for the highest quality Customer Service survey.