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SUMMARY:

• Results - driven and energetic with 5 years of work experience in diverse help desk roles
• Highly skilled in responding to tickets generated by users in a timely manner
• Demonstrated ability to diagnose and fix problems of operating systems
• Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support

IT- SKILLS & EXPERIENCES:

• Windows XP, Vista, 7, 8 and 10 Printer Troubleshooting
• Systems Update LAN/WAN Troubleshooting
• Asset Management Network Connectivity
• System Recovery New User Training
• Wireless/VPN Driver & Software Installation
• Active Directory RDP Troubleshooting
• Mapping Drives Microsoft Exchange
• Lync Server Director Management Tool
• Configuring RF Devices Troubleshooting AP
• Configuring Thin-Client Configuring Intel Sticks
• Running Ethernet Cables VDI Administrator
• Avaya Phone System Cisco Phone System
• Dame ware-RDP VM-Ware Horizon Client Administrator Mgmt. Console
• ICE - Financial SW Team view Lotus Notes Heat - Ticketing System
• Workday Bomgar MS-Office 2007-2013 Spice works - Ticketing System
• Sales Force Citrix Office 365 Zendesk-Ticketing System
• MremoteNG-RDP Last Pass - Password SW Servicenow-Ticketing System
• Director-Management Tool Dell Rapid Recovery - Exchange Tool Red Prairie

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk / Desktop Support, Atlanta, Georgia

Responsibilities:

• Resetting users passwords in Active Directory and Tessitura
• Troubleshooting VDI related issues and management
• Managing and supporting VDI environments
• Installing & configuring Cisco and Avaya Phone Systems
• Migrating user data from a workstation to VDI and Administrator Management Console
• Installing and setting up users Samsung Thin Clients

HELP DESK ANALYST

Confidential, Atlanta, Ga

Responsibilities:

• Creating & disabling Active Directory accounts
• Setting up new workstations
• Creating & disabling accounts in Red Prairie
• Supporting Citrix related issues
• Restarting Citrix & Red Prairie servers
• Configuring RF hand scanners
• Supporting RF hand scanner related issues
• Documenting and resolving issues via ticketing system
• Creating knowledge base documentations
• Configuring network devices and deployment
• Troubleshooting Red Prairie, and Office 365
• Escalating tickets when needed
• Responding to help desk tickets, calls and emails request
• Updating Zen desk help tickets system

TECHNICAL SUPPORT

Confidential, Marietta, Ga

Responsibilities:

• This is a temporary project consisting of moving workstations from one location to their new offices.
• Disassembling workstations and re-assemble workstation.
• Providing day after support: Rearranging workstations for end users, checking for connectivity of workstations.
• Configuring network devices.
• Patching cables
• Tracing network drop points
• Working knowledge of Help Desk/Customer Support Center operations
• Working knowledge of most common web browsers (IE, Chrome, Firefox)

HELP DESK

Confidential, Atlanta

Responsibilities:

• Supporting such businesses: Daycare, Doctors, Therapist and Churches with their desktop/helpdesk support requested call, email and onsite
• Imaging and installing software on both laptop and desktop workstations
• Configuring software and virus installation
• Creating and supporting website for a non-profit “Hope For The Future”
• Backing up and restoring data when re-imaging workstations
• Virus removal and configuration
• Imaging laptop and desktop computers
• Network Connectivity & Configuring Network Devices
• Analyze and troubleshoot software and hardware issue
• Create help desk documentation with step by step instructions on problem resolving techniques
• Experience supporting software / applications
• Self-managed and motivated
• Identify, diagnose, and resolve level one technical support issues for customer’s hardware and software.

Confidential, Atlanta, Georgia

Help Desk

Responsibilities:

• Creating new users accounts in Active Directory
• Self-managed and motivated
• Resetting passwords, unlocking accounts and moving OU’s
• Setup up new user workstation / Removal of terminated user equipment
• Supporting software ICE, Sales force and Workday
• Identify, diagnose, and resolve level one technical support issues for customer’s hardware and software.
• Imaging over 500 workstations
• Configuring software installation on workstations
• Backing up and restoring data when re-imaging workstations
• Monitoring ticketing system
• Configuring laptop and desktop workstations mailing them to remote locations
• Escalations when necessary
• Creating and updating knowledge base documentations
• Experience supporting software / applications

Confidential, Nashville, Tennessee

Technical Support

Responsibilities:

• Migrated over 300-users from Windows XP to Windows-7
• Configured and installed software to user’s workstations
• Monitored Remedy ticket system
• Troubleshooting VLAN issues
• Providing day after support
• Imaging over 800-user’s workstations
• Participating in daily project updates to project Manager
• Excellent customer service skills including the ability to support executives
• Proven track record completing tasks and projects on time

Confidential, Nashville, Tennessee

Integration Specialist

Responsibilities:

• Installing and configuring multi-printer devices at client site
• Responding to client troubles on site
• Supporting network configuring devices on client network
• Updating firmware of devices
• Creating clients multifunction devices emails, scan to fax and scan to email

Confidential, Nashville, Tennessee

Help Desk Support Analyst

Responsibilities:

• Resolving user trouble tickets via phone, email, and spice-work ticketing system
• First line of contact for all entry level calls
• Excellent customer service skills including the ability to support executives
• Ticket escalation when needed
• Resolving calls promptly and responding to high volume of calls
• Asset management & control
• Troubleshooting end users via remote assistance, remote desktop, and CA-Unicenter software
• Rebuilding Microsoft and outlook profiles and restoring archives
• Mapping network drives, configuring network devices, and supporting mobile devices
• Creating new users with group policies, email accounts in exchange, and creating object units in Active Directory
• Making network port hot, and cabling installation
• Reimaged over 500 laptop and workstations