TECHNICAL SKILLS:
- Windows 7/8/10
- Windows Server 08/12
- Mac OSX
- Active Directory
- Remedy and Service Now ticket systems
- Front Range Ticket system
- SCCM
- PC/MAC
- Hardware and Software Trouble shooting and repair
- Executive and VIP support
- PowerShell scripting
PROFESSIONAL EXPERIENCE:
Confidential, Charlottesville, VA
Service Desk Support Specialist
Responsibilities:
- Assisted in configuring software catalog in SCCM to streamline install software process
- Managed a complex hybrid exchange environment and ensured prompt resolution of issues
- Trained Tier 2 team to improve the customer experience and reduce number of escalations
- Used PowerShell to configure and manage Active Directory, file permissions, azure exchange and on premises exchange environments.
- Improved efficiency by updating documentation as needed.
- Serve an escalation point to specialized teams for Migration to Office 365
Confidential, Charlottesville, VA
Help Desk Support Specialist
Responsibilities:
- Provide high - level specialized expertise on more complex technical support issues
- Reduce vulnerabilities by Managing, Deploying and Monitoring Windows, Software and Patches using SCCM.
- Deploy upgrade to Windows 10 to pilot group and work with systems engineer to secure it.
- Improved security and removed liability by deploying and Monitoring Identity Finder to scan for sensitive information and secure it.
Confidential, Charlottesville, VA
Senior Service Desk Admin
Responsibilities:
- Rectified major gaps in support documentation by working with product owners.
- Completed enterprise wide project to encrypt 3000 laptops around the globe ahead of schedule.
- Worked with sysadmins to configure SCCM 2012 and deploy agents to all existing machines.
- Decreased machine deployment time, by creating task sequences using SCCM OSD which replaced ghost imaging platform.
- Improved productivity by providing a more timely technical escalation point within my team which reduce customer downtime.
Confidential, Harrisonburg, VA
Co-Owner \ Operations Manager
Responsibilities:
- Negotiated terms for a partnership that included opening a store front.
- Increased store profit gains through targeted advertising.
- Expanded demand for services requiring hiring of additional staff
- Created new business by offering managed and hosted services through reseller agreements with vendors.
Confidential, Harrisonburg, VA
Parts Manager/ Senior Technician
Responsibilities:
- Managed, Assisted, and trained shop personnel
- Built and configured desktop and server systems for onsite deployment
- Maintained Parts stock
- Verified repairs
- Point of contact for vendors and customers
Confidential, Charlottesville, VA
DCI Repair Technician
Responsibilities:
- Diagnosed and repaired hardware and software in Mac and Windows machines
- Ensured prompt return shipment of parts to and from manufactures
- Kept database updated
- Assisted customers with check in and out
- Operated cash register
- Picked up and dropped off service requests and departmental machines for repair