SUMMARY:

• Proficient in building reports and using “Big Data” for reporting using SQL, or Business Intelligence tools such as Cognos and Impromptu, SQL and Excel.
• Skilled in supporting and diagnosing hardware and operating system software applications such as Active Directory, Microsoft Word, PowerPoint, Excel, Outlook and electronic devices/tablets such as Apple/iOS, Android, Windows Mobile, and Blackberry.
• Expert in operating systems as Windows XP / 7 / 8 / 8.1 / 10, Mac OS 10.4x+, Microsoft Office 2003/2007/2010/2016, Microsoft Office 365, Windows Server 2003+, and Citrix.
• Experienced with Visual Studio, SQL Server 2003+, Windows Server 2003+, virtual desktop environments, and programming languages such as ASP/ASP.NET, HTML, C++, C#, CSS, Java, JavaScript, SAP, SQL, Visual Basic and XML.
• Excellent troubleshooting skills in resolving normal day - today and complex technical issues while being able to multi-task.
• Critical thinker with over 13 years of customer service experience who addresses customer support issues quickly and consistently exceeds performance standards.
• Level-headed and calm in stressful situations with well-developed people skills.

PROFESSIONAL EXPERIENCE:

Confidential,Richmond, VA

IT Consultant / PC Support Technician

• Maintain day-to-day hardware and application systems to ensure company operations function.
• Administer network to minimize downtime and keep business up and running. Provide feedback and implement any necessary changes if problems arise.
• Set up peripherals, printers, laptops and mobile devices as needed by client.
• Diagnose and repair laptop hardware to maintain daily operations.
• Recommend hardware and/or software solutions for short and long-range goals. Research options available and implement them as required.
• Data entry for company expenses (to include travel time) as requested.

Confidential,Chester,VA

Sr. Help Desk Coordinator

• Provided timely helpdesk support and resolved issues via phone and chat for over 80,000 Associates.
• Assisted users with onboarding in returning and new users as well as check necessary groups (to include group policy updates) and permissions in Active Directory / ADManager Plus.
• Utilized new ticketing system (ServiceNow) in conjunction with HP Service Manager (HPSM). Documented all necessary information for second and third-tier support to resolve issues that needed to be escalated.
• Monitored and responded quickly and effectively to requests received through the IT helpdesk.
• Monitored Service Desk for tickets assigned to the queue and processed first-in first-out based on priority as well as executive support.
• Modified configurations, utilities, software default settings, etc. for the local workstation using various remote support tools such as LogMeIn Support and Skype for Business/Lync.
• Documented internal procedures.
• Ensured each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
• Installed, tested and configured new workstations, peripheral equipment and software.
• Maintained inventory of all equipment, software and software licenses.
• Managed PC setup and deployment for new employees using standard hardware, images, and software.
• Performed timely workstation hardware and software upgrades as required.

Confidential, Richmond, VA

Technology Consultant / System Administrator

• Purchased, assembled and setup necessary hardware and software required to facilitate business operations, including website hosting providers, audio recorders, video cameras and computers while adhering to necessary costs.
• Researched and registered the domain name required for the non-profit group.
• Designed website for the organization using WordPress and Dreamweaver.

Confidential,Richmond,VA

HR System Analyst & Administrator

• Built standard specialized and complex HRIS Reports using Excel, SQL and Business Intelligence Tools (Cognos) as well as coded and tested enhancements to include migrating multiple reports, implementing a more user-friendly interface, creating fields and menus.
• Lead administrator in the conversion of transferring from Cognos 7 to Cognos 8, Cognos 8 to Cognos 10, and Cognos 10 to Ultimate Software’s new SaaS-based environment, ensuring all data and formatting was correct as well as security and functionality. Coordinated with Ultimate to ensure upgrade was done in an efficient and timely manner as well as coordinate in any issues that occurred.
• Implemented process improvement, including adding user-based and visual (calendars) prompts, scheduling reports for various departments for specific HIPAA privacy laws, triggers and time-based including daily, weekly, monthly and quarterly intervals.
• Focal point in access and diagnosing problems with over 1,400 existing and onboarding users firm-wide as well as hardware and software problems experienced by the Human Resources department.
• Developed and maintained detailed documentation on the administration of HRMS (UltiPro).
• Administered the firm’s viDesktop, an evaluation/survey application and Staff Time and Reporting System (STAR). Duties included automating imports, reporting, monitoring, troubleshooting and upgrading such as payroll data such as overtime, bonuses, retirement funds, other miscellaneous compensations, and benefits.
• Coordinated with IT to ensure proper upgrades, training, and application and network settings.
• Researched new methodologies to facilitate a more efficient, productive, and less computer intensive when running reports.
• Attended UltiPro (via Salesforce) activities and courses, including self-training, VoIP WebEx calls, and documentation for Business Intelligence using the Cognos applications.

Confidential, Richmond, VA

Help Desk Support Technician

• Created over 10,000 help desk tickets using BMC Remedy with detailed documentation and resolutions.
• Contributed in training or orienting other staff on office policies and procedures.
• Performed diagnostics and troubleshooting of system issues for over 40,000 students, faculty and staff such as viruses, faulty hardware, internet connectivity and university application problems via phone, e-mail, and walk-up support.
• Assisted users in computer lab with issues involving printers, software applications, lab equipment, and account issues.
• Exercised strong interpersonal communication skills with customers and department personnel.
• Administered users in Active Directory for password resets and locked accounts.
• Assisted with replacing podium computers and reimaging them.
• Configured, diagnosed, used troubleshooting techniques and supported desktop and laptop hardware to include Acer, Apple, Asus, Dell, HP, Lenovo, Toshiba, Sony as well as Android iOS, Blackberry, and Windows Mobile phones/tablets.

Confidential, VA

Computer Sales Associate

• Merchandized computers and other hardware and software.
• Performed general promotion and sales of the products explaining features and providing knowledge on differences between products.
• Presented service plans to the customers on each product sold.
• Kept track of returned, stolen, and damaged products.
• Communicated accurately with customers to make sure their purchases parallel their wants.
• Responsible for answering phone calls of customer to provide all the information regarding to products.
• Maintained department area as well as ensured the display areas are organized and clean.
• Performed accurate sales transaction according to the cash control policies and procedures.