SUMMARY:

• Results oriented Service Desk Technician with experience solving complex technical problems remotely and onsite, 13 years of experience in customer relationship management, staff leadership, and team support and service desk protocol.
• Resourceful self - starter who can build client rapport to streamline issue resolution that improves productivity and mitigates workflow downtime.
• Team builder seeking to leverage background and skill set into a security role with a progressive organization. Open to more technical training to support goal of network security employment.
• ITIL, CompTIA A+, CompTIA Network+, CompTIA Security+ certified professional with 1 year of help desk experience providing software, hardware, client/server and networking technical support.
• Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
• Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.
• Experienced in the ITIL based service Lifecycle. Reviewing processes and designing new processes.
• Active Directory Rights Management Services.
• Configuration, maintenance & troubleshooting of networking hardware, computers and peripherals, software and applications. TCP/IP Network and OS problem diagnostics, tracing & log review.

TECHNICAL ACUMEN:

Hardware & Peripherals : Polycom Audio, Video & Conferencing devices, ShoreTel IP phones & switches, All Desktops, Laptops, Mobile Devices, Printers, Scanners, Faxes & MFPs, Touchscreens, signature pads, POS terminals

Applications/Tools : PowerShell for Microsoft Azure AD, ADManager Plus, Microsoft O365, SharePoint, Exchange, OneDrive, Heat EMSS Agent

Video Conferencing : WebEx, Microsoft Lync/Skype for Business, Microsoft Roundtable, Oracle Jabber

Virtualization : Hyper-V, VMware, Oracle Virtual Box

Service Desk Applications : Jira, Manage Engine, Remedy, Zendesk

Antivirus/Content Filter/Endpoint Protection : Palo Alto, Vipre, Barracuda

OS/Platform : All Microsoft Windows, Mac OS X 10.11, Linux (Ubuntu/Kali), System Hardening

Networking : Juniper EX series switches, Protocol converters (Ethernet, PPP, Token Ring), Comprehensive knowledge of application and internet layers of the Internet Protocol Suite

Wireless Systems : Cisco Systems, Ubiquiti Networks, Aerohive Networks

EXPERTISE AREA:

• Technical Service Desk
• Networking Protocols
• User Training Document Control
• Service Asset & Configuration Management
• Software/PC/LAN Troubleshooting
• Incident & Event Management |Active Directory Administration

PROFESSIONAL EXPERIENCE:

Confidential

Technical Service Desk

Responsibilities:

• Improvement processes to remedy issues for over 800 end users of a cabinet-level department of the federal government.
• Desk side and remote support for users in a secure environment.
• Management of Events, Incidents & Request Fulfillment
• Release & Deployment
• Service Asset & Configuration Management

Systems Administrator

Confidential

Responsibilities:

• Improved and updated the computer inventory for the northern auto dealerships through new hardware and software acquisitions and by deploying new assets with an updated disk image.
• Shared best practices and issues with team to implement corrective action planning or process improvements.
• Enabled new staff to hit the ground running by expediting all user account creation & maintenance in active directory and dealership management software.
• Provided distinctive desktop and remote technical support to over 2000 users to assure Operational Service Level Agreements were met or exceeded.
• Utilized ShoreTel Director VOIP Systems Administration to monitor company-wide phones, and rejuvenate the environment.
• Supported large scale projects including network system upgrades and VLAN setup
• Updated Group Policies to increase security and productivity of clients and configured Microsoft Server 2012 R2 virtual machines for use in the environment
• Optimized client satisfaction ratings by offering proactive resolution ideas while providing actionable responses to technical questions, concerns, or challenges.

Director of Event Technology

Confidential

Responsibilities:

• Liaised between Confidential and hotel management to gain and offer feedback to leadership team on strategy, audio visual sales program, and initiative effectiveness.
• Maximized company revenue by controlling labor and sub-rental costs.
• Aided senior financial leadership by generating status and forecast reports to assist in the executive decision-making processes.
• Successfully built client and hotel partner rapport to drive retention and satisfaction.
• Curbed process lags by coaching, mentoring and delivering feedback to four technicians to drive performance.
• Conducted security and inventory control for asset transportation to event locations to reduce workflow gaps.
• Minimized overtime costs by managing staff schedules for all shifts and events.
• Mitigated convention preparation time by setting up, testing and configuring networks, desktops, laptops and peripherals for convention client onsite offices.
• Upgraded assets to state-of-the-art technology within budgetary constraints to streamline workflow and increase client satisfaction.
• Employed technical skills to utilize the Green Hippo media server and digital audio systems to assist internal and external customers.