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