SUMMARY:

• Information Technology professional with 20 years’ experience in technical, network administration and helpdesk support.
• Diversified experience in systems migration, data backup and restoration, network resource configuration.
• Self - motivated and enthusiastic with an extensive background in computer support services, providing technical assistance to computer system users.
• Able to answer questions and resolve computer problems for users in person, via email, phone, or from remote location.
• Demonstrated ability to work independently and in a team environment with strong interpersonal skills, both written and oral communication skills, and a positive attitude toward sharing expertise and assisting others to learn.
• Extensive experience in discovering, diagnosing, and correcting network performance problems and failures.

PROFESSIONAL EXPERIENCE:

Confidential, Detroit, MI

Help Desk Technician

Responsibilities:

• Receive and respond to calls from internal clients requiring technical assistance.
• Answer telephone calls regarding problems with Confidential employees’ desktops, laptops, software, network and printers.
• Assist end users with setting up MFA (Multi-Factor Authentication) on their Mobile devices so they can access their Outlook email from any location.
• Direct end users to the Microsoft System Center Software Center to install their requested software.
• Provide end users with the knowledge of using SCCM (System Center Configuration Manager) to install and uninstall software to their computer.
• Use SCCM (System Center Configuration Manager) to remote into end user’s computers.
• Troubleshoot software, hardware and network problems over the phone.
• Issue trouble ticket reports using CA Service Desk Manager concerning employee’s hardware and software problems.
• Notify users on the status of their open incidents and their closed incidents to confirm closure.
• Re-enable Active Directory accounts.
• Perform re-certification of Lotus Notes ids and configuration of Lotus Notes 8.5.
• Assist in the resolution of problems remotely by the use of Dameware, Remote Desktop Connection or Remote Assistance.
• Help end users with how to install Lotus Notes on their iPads, iPhone, iPods and Android devices.
• Walk end users through the process of installing MS Outlook on their iPads, iPhone, iPods and Android devices
• Assist end users with how to setup and use Acronis Access (MobilEcho) on their iPads, iPhone, iPods and Android devices so they can have secure access to company files and folders.
• Assist end users with how to install Skype for Business on their iPads, iPhone, iPods and Android devices.

Confidential, Auburn Hills, MI

Senior Help Desk Support Service Specialist .

Responsibilities:

• Receive and respond to calls from internal clients requiring technical assistance.
• Perform software troubleshooting and contact service providers for problems.
• Work to diagnose problems with Wide Area Network (WAN) routers and circuits.
• Resolve hardware/software problems.
• Assist in the resolution of problems and the identification of potential issues/trends.
• Respond to telephone inquiries concerning support requests, systems status, and network connectivity.
• Perform administrative tasks, such as resetting passwords for Novell, Active Directory and Lotus Notes.
• Re-activate Appro (Remote Print) accounts and reset passwords.
• Re-activate Blackberry accounts, perform manual resets (wipe) and reset passwords using the BES (Blackberry Enterprise Server) software.
• Utilize the Good Mobile Control application to add or delete handhelds, reset passwords and to regenerate pins for the clients to be able to re-install the Good application on their mobile devices.
• Monitor Banking Center's routers, switches and servers with the HP NNMI (Network Node Manager) Console.
• Validate employees, vendors and contractor's identity, re-activate their accounts and reset Novell passwords with the ITIM (IBM Tivoli Identity Management) tool.
• Participate in the Master of Diversity Awareness program which is an educational training program offered to assist colleagues in personal growth and enrichment regarding diversity and inclusion topics.
• Assist in troubleshooting Video Conference issues with the Polycom application. Polycom allows me to be able to disconnect a video location from an ongoing video conference, add a video location, terminate a current video conference and extend ongoing video conference.
• Manage security tokens, users, multiple applications, agents, and resources across physical sites with the RSA Authentication Manager. Use the Authentication Manager to also verify authentication requests and centrally administer authentication policies for enterprise networks.
• Assist employees with being able to login to VPN by verifying that their RSA token is enabled and the pin is valid. Clearing and resetting the pin and monitoring if the pin plus token number is connecting to the network.
• Assist VPN users with being able to login to VPN. Verifying that the switch for wireless is turned on and that their internet settings are correct.
• Utilize the TAM ESO Access Agent which is an enterprise single sign-on application to assist employees with verifying their passwords if they forgot them.
• Access AT&T service tickets regarding Banking Centers that are having network or circuit related issues using AT&T Business Direct. Have the ability to also report and track service troubles.
• Re-image a workstation image remotely on a workstation in a Banking Center using SCCM (System Center Configuration Manager).
• Package and deliver applications to workstations on a Windows 7 platform using SCCM (System Center Configuration Manager).
• Ensured major incidents are escalated and facilitated to enable efficient and timely service restorations.
• Communicated with all levels of management, as needed, regarding Priority 1 and Priority 2 incidents.
• Supported rotating on call support.
• Performed initial Priority assessments and mediate Priority assessment disputes.
• Facilitated the restoration of services. Facilitated discussions and identified resulting action items.
• Ensured the correct technical staff is working on an incident.
• Escalated issues during the issue resolution.
• Facilitated and supported lessons learned reviews.
• Assisted with enhancements of incident process documentation and incident reports.
• Assisted in measuring and improving information and experience within incident management.
• Ensured strong, clear and effective communication.
• Ensured Confidential ’s Financial Service standards, tools and best practices were implemented.
• Communicated with all levels of management to negotiate incident priorities and outcomes.

Confidential, Ann Arbor, MI

Technical Support Specialist

Responsibilities:

• Receive and respond to calls from customers requiring technical assistance.
• Provide all activities associated with troubleshooting customer support issues, selling, retaining, repair coordination, billing, and general customer support for Confidential Digital Voice, Confidential Cable, and Confidential Internet services and products.
• Install and/or reinstall Confidential Online service software from a CD or download from Web or FTP server.
• Configure and/or reconfigure email client settings.
• Provide, verify, and/or modify network settings; reset and/or re-provision customer modem.
• Obtain, provision, add, or delete multiple IP addresses.
• Issue credit to customers’ accounts for verifiable service downtime.
• Use knowledge of Windows 7/XP and Macintosh operating systems to troubleshoot Internet connectivity issues.

Confidential, Troy, MI

IT Volunteer

Responsibilities:

• Assisted in performing IT cost analysis exercise; helped identify areas within city departments for opportunities for cost savings through more efficient use of IT assets and resources, physical data processing facilities, and project management skills.
• Scheduled meetings with on-site contacts to review completed documents; conducted walkthroughs of Data Processing facilities to ensure accurate and complete documentation.

Confidential, Ann Arbor, MI

Help Desk Support Service Specialist Associate

Responsibilities:

• Responded to and tracked customer requests for technical support via telephone, voicemail, email, and Remedy for UMHS and UM software services; diagnose and repair or triage problem requests.
• Used problem-solving tools to help solve customer requests for technical support.
• Trained end users for online viewing of reports, including assigning proper security to ensure compliance with confidentiality regulations.
• Routed tickets not solved at the Help Desk to the appropriate team for further action.
• Worked in various UMHS/MCIT supported software platforms as they relate to end user support.
• Created Novell and Active Directory accounts in Console One.

Confidential, Flint, MI

Deployment Technician

Responsibilities:

• Migrated network servers and desktops to Confidential specification.
• Ran programmed automated user data capture.
• Programmed automated imaging and software installation.

Confidential, Auburn Hills, MI

Business Services Technician

Responsibilities:

• Migrated end users to the new Genesis desktop, validated and documented the process.
• Assisted with issue resolution, and updating the documentation.
• Swapping out bad hard drives.
• Updated the BIOS using Confidential -programmed process.
• Recorded settings and did pre-imaging configuration.
• Initiated Confidential programmed automated user data capture and programmed automated imaging and performed post-configuration and QA steps.

Confidential, Troy, MI

Client Support Analyst

Responsibilities:

• Received incoming calls from the end users and provided first level support.
• Initiated the process through which network, systems and client problems are identified and resolved, included problem recognition research, resolution and documentation.
• Displayed the ability to multi-task effectively and demonstrated time management skills.
• Demonstrated the ability to troubleshoot, analyze and resolve customer concerns.
• Proved to be a team player with strong organizational skills, with a professional appearance and positive attitude.
• Demonstrated customer relation skills and technical abilities.

Confidential, Detroit, MI

Level I & II Helpdesk Support

Responsibilities:

• Resolved network and printer connectivity issues.
• Troubleshot hardware, software and network problems.
• Answered telephone calls regarding problems with employees’ personal computers, software and network and printer issues.
• Troubleshot software, hardware and network problems over the phone and worked to resolve them.
• Issued trouble tickets to the technicians by using Qualiparc.
• Dispatched local technicians to the various locations in order to resolve the problems.
• Performed Novell administration.
• Reset CTS (Case Tracking System) application and AS400 passwords.
• Performed basic AS400 administration such as looking up and resetting default printers and clearing printer queues.

Confidential, Ann Arbor, MI

Helpdesk Analyst II

Responsibilities:

• Resolved network issues and printer connectivity issues.
• Troubleshot hardware, phone, software and network problems for Confidential and Contract employees by using VNC (Virtual Network Computing), and performed Novell 6.5 and GroupWise 6.5 administration.
• Setup and troubleshot Video Conference equipment.
• Replaced toner and print cartridges in plotters.
• Replace the paper rollers and troubleshot plotters.

Helpdesk Analyst I

Responsibilities:

• Answered telephone calls regarding problems with Confidential employees in Michigan, Los Angeles and Arizona’s Dell personal computers, software, network and Lexmark Optra N, HP8150, HP1700 and HP1220C printers.
• Troubleshot software, hardware and network problems over the phone.
• Issued trouble ticket reports using Remedy concerning employee’s hardware and software problems.
• Notified users on the status of their open incidents and their closed incidents to confirm closure.
• Entered all voice mail, email and Web mail incidents.
• Performed Novell and GroupWise administration.
• Created weekly and monthly graphed status reports using Access.

Confidential, Detroit, MI

Computer Technician

Responsibilities:

• Performed system migrations on Confidential desktops and Armanda notebooks upgrading to Windows 95 and Windows 2000.
• Backed up and restored employee data files via network server and drives.
• Built Armanda laptop and Confidential desktop computers with ghost imaging software, installed memory, performed bios upgrades, set up network printers.

Confidential, Detroit, MI

Installation Technician

Responsibilities:

• Performed system migrations on Confidential EN800 desktop computer systems from Windows 95 to Windows 2000.
• Restored network and modem settings, performed employee data backup using CD writers, which included restore information.
• Installed Internet Explorer 5.5, stand-alone Jinitiator and DSIS Re-indexing software.
• Updated software and created backup job.
• Set up PcAnywhere and modified Lexmark M410 printer settings.
• Set up and tested WinSSI, cc: Mail and DUC applications.