Employment History

Confidential

Systems Administrator I - Contract

• Provided Windows 7 support, laptop, desktop, printer, carousel, mobile and Office 365
• Provided XP to Windows 7 migrations
• Provided SharePoint webpage update support - HTML
• Used AD for account creations
• Used BMC Track-it ticketing system to create and close support tickets
• Tableau Desktop Support ETL DATA
• Dynamics AX installation

Confidential

Helpdesk Contract

• Supported the current data and Windows 7 migration
• Supported the customers post migration

Confidential

Helpdesk - Contract

• Provided level 1 support for SharePoint and Windows 7. Answered calls and logged and routed tickets to the proper administrators or developers
• Trained with SharePoint developers and admins to learn the company process
• Used MS SQL Server Management Studio to create and edit database tables
• Provided support by updating SharePoint sites with new information as needed
• Installed, configured, and maintained, Ethernet / Wi-Fi networks and network printers
• Provided user training and other assistance in Windows, SharePoint and Microsoft Office applications.
• Installed software, Antivirus McAfee, Combo-fix , Office Suite, and any other program that users needed installed

Confidential

Oracle Financials ERP Helpdesk - Contract

• Provided beta testing, production, go-live, support of Oracle Financials E-Business Suite R12 in a Windows XP/7 environment
• Gained an understanding of the business flow by helping with Month-end closing
• Gained a general understanding of Oracle EBS product s , particularly the Financials PO, AP, AR, GL
• Supported the I-Expense module
• Reviewed and corrected ACH file errors for check printing and reimbursement issues
• Supported the custom forms in Oracle such as Transportation Disbursement forms AP
• Participated in the functional acceptance testing of enhancements, patches and upgrades AP
• Logged and Resolved Help Desk Tickets using Remedy
• Analyzed user needs, conferring with users to improve custom forms and identifying and solving issues
• Supported production environments and users on a daily basis by responding to emergency requests
• Tested modules' setup for inconsistencies and missing steps-Test scripts and Users Acceptance Test UAT
• Supported custom forms: Disbursement Printing issues, Defect issues, Vehicle Jacket Print issues, Invoice Cancel Check Void
• Maintained 5m customers address changes for in Oracle AS400. Allowed users to key in checks with the proper address AR
• Supported Oracle users remotely using GoToMeeting Webinars
• Tested defect fixes Oracle forms in PSUP prior to being added to production using UAT scripts Alpha testing
• Used Oracle Identity Manager OIM for password resets the provisioning of new E-business accounts
• Monitored active users in Oracle, to check for system backups and status reports using Request ID's
• Met tight deadlines for getting new clients online and configuring changes for existing clients
• Demonstrated strong communication skills with the ability to explain technical concepts to functional users using the appropriate level of detail is critical
• Attended team and attend weekly meetings with users to discuss problems and enhancements and to set priorities
• Used MYSQL to manage databases and also used the SELECT statement to gather data. Also used PL-SQL as needed
• Provided SQL queries in Remedy to keep tickets organized. Also provided fit-gap analysis as needed

Confidential

Desktop Support Analyst

• Provided outstanding desktop and customer support for the Traffic Management Center Hero departments in an Windows XP/7 environment
• Logged Service Desk Tickets using Remedy
• Used Active Directory for password resets new accounts
• Resolved network connectivity issues
• Collaborated with managers and followed through all phases of Windows 7 deployment, development, configuration, UAT testing and implementation
• Performed research on new software applications for Rugged laptop project
• Provided I-pad/I-phone, android, and blackberry setups, factory resets, cache clears, app support and Outlook setups

Confidential

Production Support - Salesforce SAP- Temporary

• Provided technical production support for C-level executives, VIP guests, senior staff, Executive Assistants, oversea workers and all other employees 1200
• Provided support queries via phone, email and in-person for Dell laptops, printers and wireless support in a Windows7, MAC, SAP Salesforce in an XP environment
• Provided technology support for the help desk calls. Used Remedy ticketing to submit accurate and timely updates of work performed and ticket closures
• Used Active Directory to reset, unlock, join user accounts, and join domains and setup delete user accounts
• Researched support issues when resolutions are not readily available
• Maintained a high degree of customer service for all support queries and adhere to all service management principles
• Assisted in testing, maintenance and distribution of the core Windows 7 build for test groups
• Provided basic SQL including table creations, additions, deletions and SELECT statement queries
• Provided I-pad/I-phone, android, and blackberry setups, factory resets, cache clears, app support and Outlook setups
• Utilized UAT test scripts: troubleshot applications with new Windows 7 deployment
• Viewed event logs to figure out application crashes and blue screens
• Installed and configured SAP ERP software for the human resources staff
• Supported Salesforce.com Basic Admin tasks

Confidential

IT Support Network Administration - Temporary

• Provided Client support for printers, thin clients and fat clients in a Citrix Presentation Server, Mac and Windows XP environment. Also provided support with lab equipment and in house software
• Installed and supported the in-house hospital based applications such as Nextgen -EPM, Wellstar Web portal technologies, Appointment recording software, Jaeger test machines software for PFT's, EZ scribe, Speech Exec dictate, Xiris workflow management, Bluesheets Excel , CPAp management for sleep testing and Verizon paging services
• Provided remote support using Real VNC, VMWare view and also setup VPN clients
• Provided password resets using Active Directory network/internet connectivity issue troubleshooting

Confidential

Client Support Salesforce - Contract

• Provided high quality customer service along with helpdesk phone support for high level executives, sales reps and guests
• Configured and troubleshot wireless connections on desktops and laptops running Windows XP, Vista, and Mac OS. Remotely installed software and troubleshot software issues using RDP, and VNC
• Provided Salesforce.com Admin support customization and configuration issues .
• Used Remedy helpdesk console to submit accurate and timely updates of work performed and ticket closures

Confidential

Production Support Specialist - Temporary

• Provided user training and support for computers in the Mechanical Engineering department 800 users . This included installing, configuring, importing, troubleshooting, and maintaining Windows, Macintosh, and Linux desktop computer hardware, software, printers, servers, scanners, docking stations, audio visual equipment, video conferencing equipment, and networking. Added or upgraded and configured printers and related equipment in a corporate environment. Supported Department Chairs, Professors, and Executive Assistants
• Used Remedy to respond to user issues and completed SLA's in a timely manner
• Provided Blackberry BES support, account setups and simple setups
• Maintained server backups and monitoring
• Provided Active Directory support - password resets
• Provided TCP/IP, IP setups and Mac laptop/desktop support
• Connected network ports via data closet

Confidential

Pest Control/ Tech Support

Provided basic desktop support and Pest control Tech

TECHNICAL SKILLS

Windows NT/2000/2003 Server, Active Directory, Blackberry Enterprise Server, Droid, Windows 95/98/2000/2003/XP, Vista, 7, SSL, Real VNC, Citrix, Mozilla, WinZip, CA ServiceDeskPlus, GoToMeeting, Microsoft Outlook, Microsoft Office Suite, Microsoft Project 2003, Remedy, VERITAS Backup Exec, Norton Ghost, Symantec Corporate Anti-Virus Suite, Windows Remote Desktop, LAN/WAN, TCP/IP, wireless networking including 802.11 a, b, g, PDA troubleshooting, HP/ Dell laptops/ desktops, Lenovo, Macintosh laptop troubleshooting, Dell/HP Printer, OCE printers, Mac OSX 10.3 Panther, Avaya Softphone, SQL, HTML