EXPERIENCE:

IT Support Specialist

Confidential, Elkton, Maryland

Responsibilities:

• Active Directory administration
• Setup and configuration of desktops/laptops/tablets/mobile devices
• Experienced with Windows XP, 7, 10, iOS 8 - 12, Android Nougat, Oreo, Pie, Mac OS X
• Responsible for configuration of software/hardware
• Installation of proprietary and non proprietary applications
• Software/hardware troubleshooting
• On boarding/off boarding of users
• Arranging dispatches for equipment in warranty, ordering parts, and replacing hardware for out of warranty equipment
• O365 administrator in hybrid environment
• Created exchange mailboxes, AD accounts, licensing users, granting permissions, memberships of protected resources
• Migrating mailboxes to Microsoft Office Exchange Servers
• Managing MobileIron MDM infrastructure, registering, and configuring devices
• Experience managing devices in SCCM and creating SCCM boot media
• Basic DHCP Knowledge
• Establishing IP ranges and assigning static IPs when necessary
• Creating Avaya PBX users
• Assigning conference call extensions to end users

Desktop Support Specialist

Confidential, Deepwater, New Jersey

Responsibilities:

• Provided support to end users relating to hardware and software, computer applications, LAN components and peripherals
• Office 2013, Office 2016, and Office 365 support
• Provided remote, email, phone, and walk-in support for ~300 users site-wide and other sites with no on-site technician
• Setup, deployed, and maintained end-user machines
• Configured email accounts, configured OneDrive, transferred user data when necessary, installed proprietary and approved third-party applications
• Utilized basic active directory skills to ensure machines were provisioned for correct OUs
• In-depth analysis, troubleshooting, and resolution of technical issues in a timely manner
• Issues related to security updates, sccm configuration of machines, application compatibility
• Created documentation to provide users guidance about new technologies and systems being implemented
• Reviewed, analyzed, and remediated cyber security vulnerabilities within the desktop environment using Qualys reports
• Demonstrated excellent relationship-building skills

Field Service Technician

Confidential, Greater Philadelphia Area

Responsibilities:

• Independent installation, service, and maintenance of public transit CCTV systems
• Software and hardware support
• Performed preventive maintenance on camera systems and filed appropriate electronic documentation
• Ensured video is uploaded to client servers using wireless routers
• Proficient with fleet management software and remote desktop access
• Assessed log files to isolate root causes of issues and provide a timely resolution

Windows Deployment Technician

Confidential, Wilmington, Delaware

Responsibilities:

• SCCM deployment/migration of Windows 7 to computers via Confidential media
• End user data backups created and archived prior to deployment
• Proprietary applications installed after computer imaging
• Setup and configuration of Lotus Notes, Outlook 2013, and Office 365
• Provided onsite software support to end users

Field Desktop Engineer

Confidential, Wilmington, Delaware

Responsibilities:

• Member of 10 person team responsible for nationwide deployment of Apple iOS updates to employee mobile devices
• Simultaneously configured up to 10 devices using Apple Configurator
• Installed security certificates, configuration profiles, and proprietary applications using MobileIron software
• Provided onsite software troubleshooting and support to employees
• Provided large-scale asset management solutions

Windows Deployment Technician

Confidential, Philadelphia, Pennsylvania

Responsibilities:

• Responsible for migration of user data and deployment of Windows 7 operating system
• Scripts ran to back up/restore data to and from onsite server
• OS deployed using ghost imaging
• Installed proprietary applications to hardware after OS rollout was complete
• Provided onsite software troubleshooting and resolutions
• Scope of troubleshooting: network configuration, printer assistance, group policy, Microsoft Office setup and configuration, third-party accessory conflicts, antivirus and firewall applications, data retrieval, web browser configuration

AppleCare Senior Advisor

Confidential

Responsibilities:

• Promoted from basic advisor role in October of 2010
• Provided senior level troubleshooting and expertise for a plethora of Apple products
• Scope of products (most generations): iPod, iPad, iPhone, iCloud, iOS, Mac OS, MacBook, Mac Pro, Mac Mini, iMac, iBook, eMac, Apple Time Capsule, Apple Airport Extreme, Apple Airport Express, Apple wireless accessories
• Provided consultations to lower level technical advisors as well as third party wireless carriers/departments
• Handled managerial escalations from upset and frustrated consumers
• Created knowledge base documentation to help increase advisor efficiency
• Logged 20+ help desk tickets per day and followed up on previous commitments in a timely manner
• Isolated software and hardware issues over the phone with articulate directions given to consumers
• Provided remote support to quickly and accurately diagnose and resolve customer concerns
• Primary support included troubleshooting on Windows XP, Windows 7, Windows 8, and Windows 10
• Common troubleshooting performed: cloud-based syncing issues, compatibility checks, network connectivity diagnostics, driver installation, anti-virus configuration, password resets, third-party accessory diagnostics
• Handled customer appeasement requests on a case-by-case basis
• Performed interim supervisory duties when necessary
• Coached and managed teams of 20 advisors