SUMMARY:

• More than 10 years successful experience in desktop support, helpdesk and customer service with recognized strengths in account maintenance, problem - solving and trouble-shooting, sales staff support, and planning / implementing proactive procedures and systems to avoid problems in the first place.
• Excellent working knowledge with Desktop support, Helpdesk and Customer Service.
• A team player acknowledged as Total Quality Customer Service Professional.
• Conduct audits and variance analyses, and maintain/update accurate inventories.
• 5 years experience desktop support of Microsoft Office 2007, 2010, 2013, 2016 with Exchange.
• 5 years experience managing and troubleshooting Citrix desktops and applications on Windows, Apple and Android platforms.
• 5 years experience managing user accounts, groups, and computers with active directory.
• Experience with Active Directory, Group policy, printer management, Novell, MS Office, MS Office Communicator 2003, MS Lync 2010, Skype for Business, Wireless networking, Android, iOS, Remedy, Service Now, Blackberry Enterprise Server, Cisco VPN, VOIP.

PROFESSIONAL EXPERIENCE:

Messaging Engineer

Confidential

Responsibilities:

• Exchange migration - Migrated 50,00 mailboxes from Exchange in 30 days.
• Exported 3000 Symantec Evault mailboxes
• Qualified 3000 Shared Mailboxes for migration or deletion, worked with mailbox owners to schedule migration or deletion
• Created PowerShell scripts for daily migration tasks or log parsing.
• Maintained Messaging team and Help Desk SharePoint sites with migration information, known issues and fixes.
• Windows 10 Pilot program.

Service Desk

Confidential

Responsibilities:

• Logging ticketing via Service Now, Incident categorization, prioritization, and escalations.
• Remote troubleshooting of desktops, and applications.
• Application and Active Directory password resets.
• VPN and Citrix support.
• Supporting MS Office, Outlook, OWA, Skype for Business.

Desktop Support

Confidential

Responsibilities:

• Monitors service availability of the corporate information systems and applications, assesses initial problem and impact and advises appropriate support area
• Acts as a focal point and primary resource to the Helpdesk team to capture and keep track of all incident/ticket information from the ticketing system in order to help determine, maintain, analyze, identify and monitor problem management issues
• Imaging desktops and laptops with corporate image and software updates.
• Desktop, laptop and printer service and maintenance.
• Operates under ITIL v3 practices
• Monitors network health and availability of servers and remote sites.
• Assists remote and on-site employees by performing Active Directory password resets, Cisco AnyConnect VPN issues.
• Supports Office 2013, Office 2016 troubleshooting and general user .
• Troubleshoots and supports MS Lync 2010, 2013 / Skype for Business.
• Creates Active directory users and adds appropriate permissions.

Desktop support

Confidential

Responsibilities:

• Primary contact to respond to tickets and phone calls, supporting, desktops, laptops and thin clients with Windows 7, Office 2013.
• Acts as a focal point and primary resource to the Helpdesk team to capture and keep track of all incident/ticket information from the Helpdesk system in order to help determine, maintain, analyze, identify and monitor problem management issues
• Imaging desktops and laptops using SCCM with corporate image and software updates.
• Desktop, laptop and printer service and maintenance.
• Operates under ITIL v3 practices.
• Persona rebuilds for windows 7 VMware View Virtual machines
• Assists on - site and remote employees by performing Active Directory password resets, troubleshooting VMware view issues.
• Supports Office 2013 troubleshooting and general user .
• VOIP phones for Lync / Skype or Avaya platforms
• Troubleshoots and supports MS Lync 2013 /Skype for Business
• HP laser printer maintenance and troubleshooting.

Incident Management

Confidential

Responsibilities:

• Creating workflows for known processes, assigning tasks to appropriate departments.
• Contacting appropriate departments for undefined processes and applications.

Helpdesk Analyst

Confidential

Responsibilities:

• Acts as a focal point and primary resource to the Helpdesk team to capture and keep track of all incident/ticket information from the Helpdesk system in order to help determine, maintain, analyze, identify and monitor problem management issues
• Operates under ITIL v3 practices
• Installs Citrix and troubleshoots end - user errors, Isolates client vs. system issues and escalates accordingly.
• Assists remote and on-site employees by performing Active Directory, Novell password resets, troubleshooting Citrix and Cisco VPN issues
• Supports Windows 7 Office 2010 troubleshooting and general user .
• Troubleshoots and supports MS Lync 2010

Helpdesk Coordinator

Confidential

Responsibilities:

• Primary contact to answer requests via the Helpdesk phone line, walk - in requests, voice mail, and email. Ensures that requests are responded to within service delivery levels. Monitors service availability of the corporate information systems and applications, assesses initial problem and impact and advises appropriate support area
• Acts as a focal point and primary resource to the Helpdesk team to capture and keep track of all incident/ticket information from the Helpdesk system in order to help determine, maintain, analyze, identify and monitor problem management issues
• Operated under ITIL v3 practices
• Lead both proactive and reactive incident management functions including the management of crisis bridges, escalations, acquiring maintenance windows, providing internal and external notifications according to SLA requirements.
• Installed Citrix and troubleshoots end-user errors, Isolates client vs. system issues and escalates accordingly.
• Processed requests for shared drives/distribution groups/web applications via Active Directory
• Audits Active Directory user accounts/obtain approvals for changes.
• Assisted with remote and on-site employees by performing Active Directory password resets, troubleshooting Windows 7 Citrix and RSA VPN issues
• Monitored Servers, websites, and WAN
• Supported Office 2010 troubleshooting and general user .

Customer Service

Confidential

Responsibilities:

• Phone - based support of Internet, TV, VOIP services
• Internet connectivity troubleshooting, browser configuration
• Email - client based and webmail support
• Wireless and wired network troubleshooting
• Remote router and desktop support
• Assisted premise technicians with troubleshooting and installation
• Password resets
• Escalated issues to NOC
• Report outages
• Processed payments
• Sales for all services available

Technical Support

Confidential

Responsibilities:

• Phone - based support of Internet, IPTV, VOIP services
• Internet connectivity troubleshooting, browser configuration
• Email - client based and webmail support
• Wireless and wired network troubleshooting
• Remote router and desktop support
• Assisted premise technicians with troubleshooting and installation
• Password resets
• Escalated issues to NOC
• Report outages
• IPTV troubleshooting including cabling

Helpdesk Coordinator

Confidential

Responsibilities:

• Primary contact to answer requests via the Helpdesk phone line, walk - in requests, queued voice mail, and email. Ensures that requests are responded to within service delivery levels. Monitors service availability of the corporate information systems and applications, assesses initial problem and impact and advises appropriate support area
• Acts as a focal point and primary resource to the Helpdesk team to capture and keep track of all incident/ticket information from the Helpdesk system in order to help determine, maintain, analyze, identify and monitor problem management issues
• Processes requests for shared drives/distribution groups/web applications
• Audits user accounts / obtains approvals for changes
• Assists Remote and on-site employees by performing password resets, troubleshooting VDI and VPN issues
• Monitored Servers, websites, and WAN
• BES Account Management

Technical Support

Confidential

Responsibilities:

• Provided Home and Small Business Customers with dedicated phone - based warranty support assistance with their Confidential Inspiron and Dimension XPS systems