SUMMARY:

• Extremely talented, self - motivated, enthusiastic Computer Support Specialist, who provides technical assistance to end users. Answer questions and resolve computer problems for clients in person, via telephone or from remote location. Also, provide assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems.

TECHNICAL SKILLS:

Systems: Windows XP thru 10, iOS, Mac

Hardware: Dell, HP, Lenovo Desktops and Laptop, Data Backups, iPhone, iPad

Software: MS Office 2003 - 2013 and Office 365, Active Directory, Ping Utilities, Norton Utilities, Ghost

Networking: DNS, DHCP, TCP/IP, SMTP, VPN, POP, FTP

PROFESSIONAL EXPERIENCE:

Confidential, Raleigh, NC

Application Support DEMS Tier 2

• Provided phone, email, and remote support for the mail processing plants throughout the US Postal Service System.
• Supported 10 software applications used to process the mail, with hardware, network, and software issues. This would include workstations, handle scanner, scanning equipment, networks wired and Wi-Fi, and escalate to other teams as needed.
• Create, modify, update and resolve incident tickets in ServiceNow.
• Create, escalate and monitor WebEx’s for high and critical incidents for issues when the mail is not moving or processing.
• Create, manage and maintain knowledge base articles as SME of an application.

Confidential, Raleigh, NC

Tier 2 Service Desk Analyst

• Provided phone and remote support for Postal Service Terminal hardware (CPUs & peripherals), network and Retail Systems Software (RSS) for a user base of over 17,000+ Post Office and military sites, 52,000+ terminals in 22 time zones
• Created, modified, updated and resolved incident tickets in ServiceNow
• Troubleshot corrupted Terminal Windows 7 / RSS Operating systems and remotely performed OS Reinstalls / RSS Rebuilds
• Created and submitted new articles for the teams Knowledge Base
• Wrote training documentation for ServiceNow Reporting and other departmental procedures

Confidential, Durham, NC

Service Desk Rep

• Answer user inquiries regarding computerized photo kiosk equipment in retail locations.
• Troubleshooting the kiosk hardware and software for problem resolution.
• Maintain record of daily data communication transactions, problems and remedial actions taken, or installation activities through a ticket processing system. (Vantive)
• Monitoring for alerts and connectivity issue with Client hardware. (Remote Business Manager)
• Refer in major hardware or software problems or defective products to the upper level support or field engineers.
• Provided Microsoft Office 2013 and Office 365 Support for end users.
• Refer to a technical knowledge base to assist with the diagnoses and resolution of issues with Clients equipment.

Confidential, New York, NY

Sr. Help Desk Analyst/Desktop Support

• Answer user inquiries regarding computer software or hardware operation to resolve problems, with 90% first call resolution and SLA was 80%. Provided Microsoft Office 2013 and Office 365 Support for end users.
• Supporting a client base of 1000+ users from the office to the Field, work with any network issue with the field users.
• Maintain record of daily data communication transactions, problems and remedial actions taken, or installation activities through a ticket processing system. (Service Desk, Service Now, Remedy)
• Handling the password resets through Active Directory, confirming that users and computers are in the correct OU
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. All needed repairs.( Windows 7 & Mac )
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Confidential, West Palm Beach, FL

IT Support Specialist

• Oversee all maintenance of all computers, networks, and servers.
• Work with TV Engineers with the upgrade to a complete digital TV station.
• Upgrade the network to a Giga byte network for the video production department.
• Migrated the office computers from Windows XP to Windows 7 and Microsoft Office 2007
• Via the phone worked with the TV engineers to trouble and fix network issues in a timely manner.

Confidential, Port St Lucie, FL

IT Support Specialist

• Overseen the daily operations of the business
• Troubleshoot and maintain customer computer issues and resolve as needed, on a per incident bases
• Installation and troubleshooting of networks issues, which included routers and switches.
• Built a lab with a router and switch for learning and testing.
• Set up of personal internet, email for private individuals, this would include POP3, IMAP for MS Outlook or Express.
• Migrated customers computers from Windows XP to Windows 7

Confidential, Ft. Lauderdale, FL

Field Technician

• Provided field technical support to multiple office locations from Palm Beach to St Lucie County
• Answer user inquiries regarding computer software or hardware operation to resolve problems
• Troubleshoot. Maintain, repair or replace any network cabling and router problems

Confidential, Tampa, FL

Cable Technician and Installer

• Retro-fitted the schools of St Lucie County for a new in class room network system
• Installed and terminated new network cables of cat5 and cat6
• Terminated all cabling to a center patch panel per hall for each school
• Tested all terminations

Confidential, West Palm Beach, FL

Desktop Administrator

• Oversee the daily performance of computer systems for 300+ users
• Provided Level II Helpdesk escalations from Level I Technicians
• Received, staged, and ensured proper installation of operating systems for all new equipment
• Resetting of user passwords within Active Directory
• Maintained, repaired or replacement of all hardware and software system for the Corporate and remote offices
• Purchase new equipment for the needs and demands of the company
• Supported a Blackberry Enterprise Server with 30 - 40 Blackberry’s in the field
• Implemented and developed materials and procedures for the help desk analyst for the company