SUMMARY:

• To provide knowledgeable, professional, technical information.
• Resolving problems, errors or customer discrepancies as to when they arise in an effective timely manner to meet and exceed customer expectations when time is of a crucial factor.
• Provide Customer Service Support within the IT Industry that would allow for future advancement and the opportunity for additional training with, and for the IT Department.
• Proficient and familiar with a wide variety of hardware and software programs.
• Experience in help desk/technical avenues helping customers over the phone or via remote service

WORK EXPERIENCE:

Confidential

Enterprise E - mail Admin/Desktop Support

Responsibilities:

• Executive support role including day to day operations with mobile phone and e-mail support 24/7 at the Brock Headquarters to include the CEO, CFO and Lead Counsel members of the legal department.
• Used Active Directory daily to reset passwords and create groups for end users and department heads, along with Citrix and troubleshooting for all applications inside XENAPP. Troubleshot Microsoft Suite Including Exchange Online and all applicable applications 2007, 2010, 2013, and 2016 X86 & X64
• Worked alongside Tier I help desk operations as a Tier II operational technician and support in Beaumont TX which managed all IT related issues for on/off network sites.
• Daily Operations included searching and querying all users for outdated computers and technology to return to the Manufacture for RMA (Return Merchandise Authorization) utilizing ServiceNow and Meraki Dashboard. Including relocate, assemble and install equipment. Troubleshoot problems with PC, peripheral equipment, network connectivity, and software. Supported high volume and high quality printing devices and multi-media.
• Experience with vast array of proprietary systems to Confidential along with Microsoft systems to include but not limited to: SCCM (System Center Configuration Manager), O365 (Office 365), Nortel & Shoretel Phone systems w/PUTTY, Meraki Systems by Confidential .
• Knowledge obtained of Service Now (GUI based ticket management system) to perform incident resolution for end user request and SLA’s (Service Life Agreements).
• Mailbox recovery and cleanup along with whole computer registry cleaning and malware detection was a daily and routine task for all IT department Administrators to be proficient while simultaneously maintaining end user connectivity and productivity as not to impede daily operations.
• Promoted to Senior Help Desk Technician and moved to Houston Headquarters office. Managed single handedly over 91 users in help desk atmosphere providing prompt, friendly, customer service. installing software and configuring and supporting all IT equipment including PC’s, Laptop’s, Surfaces, Docking stations, Printers and (Mobile) Phone systems.
• Managed all conference room systems to include ClearOne and Tandberg systems.

Confidential

Operations Help Desk

Responsibilities:

• Gained knowledge on the Ticket Management System (TMS) or Remedy application system remedy (NIPR/SIPR) software and know how about daily operations of Confidential . Knowledge includes but not limited to; Reset, modify, unlock, end user accounts/passwords, monitors and maintains multiple applications and systems simultaneously on both Encrypted and Non-Encrypted systems while actively tracking user records along with providing end user support for Microsoft Exchange online and Enterprise E-mail for the .MIL domain migration to Enterprise E-mail Exchange Online.
• Provides timely customer response to in depth questions and queries into system attributes and controls as well as actively work with current Confidential employees and supervisors in an effective work ethic.
• Resolves all customer computing issues with working Remedy’s at current level as well as working knowledge of how and who to escalate issues to appropriate subject matter experts.

Confidential

Network System’s Specialist

Responsibilities:

• Demonstrates on a daily routine basis outstanding attention to detail and workmanship, customer service, oral communication and profound problem solving skills.
• Provides central point of contact between User and IT Service Management while handling incidents and requests from users.
• Ability to use electrical drawings, blueprints, engineering drawings, and wiring diagrams.
• Concerned with restoring services and as quickly as possible with the “End User” being the main focus at all times.
• Skill in troubleshooting and tracing hard-to-locate defects or problems.
• Uses and exercises all means necessary to provide first call resolution to the customer before moving up the chain of technicians.
• Provides an interface for activities such as changes, problems, configuration, releases, service level and Continuity Management.
• Knowledge of electrical and electronic theory and instruments used in shop and trade practices
• Interface to Service Level Agreements (SLAs) and escalates incidents according to defined in the Service Level Agreement
• Monitors for breaches to SLAs and communicates information to appropriate management levels.
• Demonstrates active listening skills as well as maintaining empathy and good telephone etiquette with the customer.
• Uses and maintains an active acceptable response for every need that an end-user would require.
• Transmits proactive communication from the service desk explaining what to expect or what steps to take to complete end-user incident resolution.
• Punctual work ethic arriving at work before scheduled time required or on time to provide support to the customer/user during peak hours of operation.
• Strives to become a Subject Matter Expert in all fields in the assigned workload criteria.