SUMMARY:

• Microsoft Office Products, PeopleSoft, Group - Wise, Microsoft Outlook 2007, 2016, and web version, JD Edwards, Tax Preparation Software. Windows XP, Vista, Windows 7, Ubuntu, Linux Software, installation and upgrades. Installed upgraded and set up server roles in Windows Servers 2003, 2008, 2012R. Worked with Lotus Notes, Donor Perfect, WASU, Share Point software, BMC service desk express ticket system, Epic on Citrix, Block Works (web application environments). Installed, maintained and troubleshoot CCleaner, Adobe connect, Adobe DC Pro, Malware Bytes, Symantec Endpoint Protection, Microsoft Security Essentials. Customized preferences: Mozilla Firefox, Internet Explorer, Opera and Chrome web browsers. Used Combo fix for virus removal, Hires Ghost applications, backed up personal computers to USB, external hard drives for offsite storage. Hands on experience: Lab simulation of Routers and Servers configurations.
• Assisted 5/3 Bank and The Dree’s Companies with paper to digital conversions and staff training within the new system. Guided friends co-workers through set instructions on computer related issues over the phone.
• Received recognition for utilization of support tools 93%
• Trained users in upgrades of applications: Microsoft office365, Adobe, IPhones, and Web Mail accounts.

PROFESSIONAL EXPERIENCE:

Confidential, Cincinnati, OH

Office Manager & Tax Specialist

Responsibilities:

• Installed updates on Windows Servers 2003 & 2008.
• Maintained 12 systems with updates to software and hardware.
• Trouble shot connectivity issues with the router and network.
• Advised the team on new Block works issues and workarounds.
• Updated employee s records: Group policies and employee roles and password resets.
• Block Works Champion.
• Trained new and prior tax professions on the new Block works software.
• Prepared work schedules for twelve employees.
• Prepared employee performance review.
• Coached employees in areas of weakness.
• Saved the company 80% on discounts.
• Posted office daily, weekly and monthly revenue goals.
• Interviewed clients to obtain additional information on taxable income and deductible. expenses and allowances. Risk and tax planning.
• Prepared individual Federal, State and Local tax returns

Confidential, Cincinnati, OH

Service Desk Specialist

Responsibilities:

• Printers: Install local and network printers
• Download local and network printer drivers
• Fix corrupt printer drivers
• Clear print spooler and job queues using command line
• Adding printers to print servers
• Worked with Windows Security
• Grant temporary Admin rights to power users
• Troubleshoot browser issues Connectivity with LAN Settings in Internet Explorer 11
• Upgrading browsers form Internet Explorer9 to Explorer 11

Confidential, Cincinnati, OH

Service Desk Specialist

Responsibilities:

• Troubleshoot Proxy Server Settings in Internet Explorer 9 and 11 cleared browsing history and updated, enable disabled add-ins in Internet Explorer 9 & 11, and Chrome browsers
• Enable disabled add-ins in Word, Excel, Outlook 2006 and 20016, Adobe
• Restore PST in Microsoft Outlook 2016, 2007
• Troubleshoot IPhones, using Mass360 to Reset pass code, walk client through changing/updating passwords, finger print on IPhones
• Troubleshoot: Oracle PeopleSoft’s ERamp, Password reset, Training videos
• Use Microsoft Credential Manager to update/clear/delete stored passwords
• Unlock/Reset voicemail password using Cisco Unity connection administration
• Mapping shard drives in Microsoft 7 Operating Systems
• DMZ issues: network connects with the proxy settings in Internet Explorer 11 and lower
• Research open/closed tickets/Kb articles/Google/YouTube
• Outlook: Configure Outlook
• Help client connect their accounts to the exchange/Enterprise connect
• Help guest or employees gain access to the guest Wi-Fi connections
• RSA tokens: Activate, enable, reset passwords for the security access to the network via PA3 and PA4 Tokens
• Use SCCM Catalog to push software to computers
• Troubleshoot surface Pro's Tablets
• Activate Windows software

Confidential, Cincinnati, OH

Service Desk Specialist

Responsibilities:

• Use Remote desk top to remote out to computers via SCCM Catalog
• Configure computers for remote access if they were not set up
• Configure Enterprise connect Outlook plug-in
• Assist Clients with 1st time login of network & email accounts
• Hard Drive removal and installs - gather all information for the desk side techs to perform the installs or removals and wiping of the hard drives
• Spam/Phishing emails - Forward to Cyber Security analyst
• Works with laptop applications such as: Appguard
• Ping workstations - record and forward the results to the server team and advice the user that their computer is not connect or not on the network
• Assist the user in adding their devices on the Network
• Use CMD to install software, force group policies

Confidential, Cincinnati, OH

Service Desk Specialist

Responsibilities:

• Work on The Service Master Team which assist 9 companies across the US and Abroad.
• Assist with password and account lock outs using Active directory.
• Remote access to assist users with issues with Internet Explorer, Adobe applications, various third party websites, Chrome browser and Java Plug-in and add-ons.
• Use four different virtual Machines - VMware
• Remote access to assist users and trouble shoot Microsoft Outlook for repair, account set up on the Exchange Server, Global address book issues, clearing temporary folders using Reg Edit.
• Research issues on the web or via our knowledge base.
• Remote access to assist users with local and network printer setup and mapping.
• Assist users with printer issues with or with guided directions.
• Direct outside customers to the correct vendor for customer service calls for check request.
• Use the Remedy ticket system to create work orders and incidents.
• Use Identity IQ website to verify users.
• User Semantic password generator for password reset.

Confidential, Cincinnati, OH

Responsibilities:

• Post payments to customer’s accounts.
• Balanced customer accounts.
• Look up customer’s accounts in Perfect Pay system.
• Trained both new employees and team leads.
• Performance reviews 1.0 to 2.5 out of 5 in a production environment.
• Communicated to the backroom when accounts were completed for encoding and further processing.

Confidential, Cincinnati, OH

Help Desk Support

Responsibilities:

• Answered phone calls from physicians, nurses etc. who may have any issues with their accounts in the Epic command center.
• Programs used Hyperspace, BMC service desk ticket systems,
• Unlocked employees account in active directory account.
• Used remote assistance tools.
• Verified use’s identity before any password reset.
• Password resets in active directory, active directory password expiration, and active directory authentication.
• Created tickets for problems that couldn’t be resolved and escalated to upper level technicians.
• Collected vital information from the end user in order to resolve their technical issues. Such as IP address for printers, server names, model numbers, patient information, location were the problems exits.

Confidential, Cincinnati, OH

Help Desk Support

Responsibilities:

• Backed up and imaged computers for System Upgrade from Windows XP to Windows 7.
• Installed: Microsoft Office, Windows XP, Vista and Windows 7, Accounting software, Bit-locker Encryption software, Lotus Notes, and any other software that the client may have had installed on their systems.
• Set up Printers to Networks.
• Set up passwords/password resets.
• Communicated with the head Administrator on the process.