SUMMARY:

• Future Confidential graduate offering a strong academic background in IT combined with excellent hands on experience from classroom teaching and Work experience.
• Consistently recognized for technical troubleshooting skills used to rapidly and cost - effectively resolve challenging technical issues.
• Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.
• Troubleshooting network issues on a small to large-scale environment over the phone.
• Providing Software and hardware support for issues as they occur.
• Little switch experience with setting up cat cables with switches.
• Minimal experience with windows server 2012

TECHNICAL SKILLS:

Systems: Windows XP/Vista/8/10, Mac OS, windows server 2003

Databases: Relational Databases

Certification: Expired Comptia A+

Software: MS Office applications, Clarify ticketing, Bomgar remote access, Landesk, Mcafee, Active Directory, Remedy, Desktop Director, Config Manager

I T EXPERIENCE:

Help Desk System Administrator

Confidential

Responsibilities:

• In addition to troubleshooting hardware, software, network, and telephony related issues.
• Duties also include creating user accounts & DFS links Email administration.
• Routine system administrator functions Essential Duties Excellent people skills.
• Is competent and comfortable with handling support service via phone and/or email.
• Is required to perform On-Call duties after hours on a rotating schedule
• Effective communication and documentation skills are essential.
• Must be able to clearly and concisely explain and document requests in the ticket system and communicate such with IT Manager and team Ability to recognize and troubleshoot Windows OS related issues.
• Basic working knowledge in the Mac OS/Apple environment and able to Create and maintain domain user accounts, permissions, and DFS folders in Active Directory.
• Configure, image and maintain computer hardware equipment Coordinate with and provide support for outside network consultants/vendors Troubleshooting both off the shelf business applications (including Microsoft office, Quick Books, Adobe Acrobat, and others) and custom web-based software applications (ex: Main St and Guru) Basic System Administrator skills:
• Perform weekly systems monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of daily scheduled jobs such as data backups., domain account management, server and security/virus protection updates
• Maintain software licensing documentation and inform IT Director when licensing or support is up for renewal Centrally monitors Confidential Endpoint Protection intrusion reports to proactively inform users of potential malware threats or breaches and assists in cleaning the infected systems Email administration and troubleshooting including password resets, SPAM/Blacklist reports and monitoring, basic training/instruction on webmail and its settings, setting up user accounts in Outlook and mobile devices Network connectivity resolution and communication with Data and Voice vendors
• Configures copier/scanner devices with network and email settings, maintains backups of all scanner address books/user codes, and assists office staff with basic user interface instructions/training
• Create VPN accounts and install client/keys on user's computer
• Testing company apps on new operating systems for compatibility issues Instructs users in best practices for user privacy, security and confidentiality
• Troubleshoot and resolve issues related to server hardware or software failures.
• Coordinate and communicate with impacted end-users Ability to troubleshoot basic VOIP issues Stays informed of current technology, trends and best practices related to IT and is able to analyze and recommend changes and upgrades to staff and IT Director Maintains“Buddy Book" instruction manual documenting job responsibilities and functions so that other team members could complete such tasks in an absence

Help Desk Team Lead

Confidential

Responsibilities:

• Provide hands - on end user support while overseeing multiple helpdesk level 1 technicians up to 6.
• Helpdesk leads report to helpdesk manager.
• Provide operational and product categories, templates, and other requirements so the remedy system can be configured to support the Decennial test.
• Diagnose and resolve problems of customer reported incidents
• Installing, configuring, and troubleshooting, customer software and hardware
• Enter all trouble calls into an automated call tracking system (Remedy).
• Ensure that problems are escalated appropriately until a resolution is reached.
• Serves as a liaison to other IT services and Decennial operations
• Maintain a comprehensive knowledgebase of known problems and their resolutions
• Research, evaluate, and provide feedback on problematic trends and patterns
• Develop standard operating procedures (SOP) and accompanying knowledgebase articles
• Develop/enhance customer service performance requirements
• Ensure the rigorous application of information security/information assurance policies and practices
• Analyze/recommend/implement systems and processes such as voice recording systems, logging, and tracking systems
• Ensure compliance with appropriate service level agreements
• Monitor the mail-in databases, forward mail as appropriate, and enter reported problems into the Remedy tracking system.
• Attend training sessions, workshops and/or conferences as either a participant or a presenter.
• Attend meetings and provide detailed minutes regarding various aspects of new or existing systems, serving as an expert user.
• Follow procedures for imaging equipment, assemble equipment and field kits for Decennial test
• Process entrance tickets and follow procedures for creating new accounts
• Process exit tickets and following procedures for exiting staff.
• Software assistance: Typical software assistance support ranges from setting customer s personalized configurations, resolving mobile device application issues, answering and researching questions about the software s features, and solving operational problems such as printing. Where the analysis or resolution exceeds the skill set of the service center, other support organizations are consulted (e.g. SAS or Oracle). The service center also provides support, limited to the installation and network connectivity for software. This includes specialized software unique to a branch or division s mission. To date, there are in excess of 2,500 software packages.
• Network Services: The bulk of requests for network services include: adding, modifying and removing customer accounts, changing passwords (including but not limited to network, Safeboot, VMS, UNIX, and LINUX passwords). Customer support in this category also includes connectivity support for over 600 mobile device customers and serving as the coordinating contact to resolve software virus attacks.

It Service Desk Analyst

Confidential

Responsibilities:

• Consultation and/or resolution of desktop hardware and software problems
• Consultation on how to use desktop hardware and software
• Add/Delete/Change log in accounts to the OS network
• Provide assistance with email services to include Internet email, Commerce directory and email distribution lists
• Installation of desktop hardware and software
• Reinstallation support for desktops and printers that were moved
• Upgrade desktop hardware and software
• Add/delete accounts for remote access services (VPN and Mobikey)
• Acquisition services for funded desktop hardware and software products
• Protection from computer viruses
• Add/delete/change VOIP phone systems
• Network fax and printing problems
• Backups and restoration of data files on network
• Use of scanning equipment
• Webmaster services to help offices establish and design web sites. Teach individuals how to update web sites
• Admin systems consultation and implementation
• Create Wi-Fi accounts for permanent users and guest’s at the HCHB.

Help Desk Analyst

Confidential

Responsibilities:

• Providing best valued technology to three major industries: Defense Government and Healthcare.
• In my position I answer incoming calls and respond to emails to assist our Government customers, document the call in our service desk express ticketing system, and resolve or escalate the ticket if needed.
• Assisting user’s mainly with password resets, accessing the eOPF software website and technical and networking issues that may occur. Our main objective is using communication and technical skills to isolate and resolve the problem meeting our SLA’s.

Fios support Analyst

Confidential

Responsibilities:

• Answer incoming calls from customers with order inquiry and/or trouble reports.
• Provide customers with order status.
• Provide customers with service activation support for Voice service calling features.
• Provide customers with service activation support for Data service PC configuration, home router configuration, and/or email/internet applications.
• Provide customers with service activation support for Video service set-top box configuration.
• Provide support for customer initiated service order corrections and changes.
• Provide support for maintenance initiated change orders.
• Create trouble reports and provide customers with trouble status.
• Perform analysis and isolation of trouble conditions.
• Sort troubles into User, Voice Network, Data Network, Video Network and OS Plant categories; provide trouble resolution and closeout when possible.
• Provide Home Network Equipment Support to customers. Provide Home Jack and Wiring Support to customers when applicable.
• Affiliate ISP Support and operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
• Dispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.
• Negotiating dates, times and access arrangements associated with resolving customer service order fallout and trouble report; customers may be irate or dissatisfied with our service

Customer Support Analyst/help desk Level 1

Confidential

Responsibilities:

• Answer incoming customer calls in a timely manner and/or takes assignment of cases from others.
• Resolve customer software issues using available resources.
• Support Implementation personnel with technical questions.
• Escalate unresolved cases as necessary.
• Dispatch unresolved cases appropriately as needed.
• Document all work as instructed.
• Use discretion and judgment to ensure customer satisfaction and utilization of time.
• Use Clarify (ticketing software) database software to look up/store callers information and case information.
• Use Bomgar (remote access) software to troubleshoot remotely into other site systems. Performing question/problem diagnosis and guiding users through step-by step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; assist Network Technicians; troubleshoot network printer problems and other technical issues; pass more complex end-user problems on to Technicians; and perform related work as required. Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
• Train new employees by listening and assisting with any issues or questions they may have on the POS software also instructing them on proper protocol for customer service and troubleshooting common issues that occur in the POS software/Windows Operating System.