Help Desk L-2 Support/Team Lead Resume Auburn Hills, MI - Hire IT People

SUMMARY:

Excellent communication, coaching and troubleshooting skills
Ability to simplify complex issues and translate them to understandable step - by-step terms
Migration of Windows 7 to Windows 10
HP Remote Support
Network Concepts/Troubleshooting / Wireless Connectivity/Troubleshooting
Audio/Video Technician Director at my Religious Organization doing hands-on repair as well
Logmein
Lync Share
HP Qfiniti workforce optimization (WFO) suite
Dilbert Lookup Tool
PC Technology
Microprocessors
Hard Drives
Access Data
Window Logs
Internet Explorer
Customer Relations
Problem Solving
Management Experience
Leadership Skills
Creative Thinker
PingID/Pulse Secure VPN
Ticketing systems - Service Manager 8/9, Service Desk 8/9

PROFESSIONAL EXPERIENCE:

Confidential, Auburn Hills, MI

Help Desk L-2 Support/Team Lead

Responsibilities:

10+ years of experience working with MS Office Suite applications frontend (Word, Excel, Powerpoint, Publisher, some exposure to Visio)
Coach/Train/Assist Level 1 and Level 2 technicians with troubleshooting hardware, software and network related issues as well as provide restorative maintenance actions to resolve end-user issues.
Identify, test and provide initial diagnosis and resolution of incidents in a multi-platform environment.
Supported the Desktop support to manage calls/tickets per day, while resolving complex tickets would include 10 - 20 tickets per day.
Supporting Activity Directory users with log-in and connectivity issues
Setup, use, troubleshoot issues with AVAYA/VOIP
Migrated clients from SharePoint, to Box Link and now to OneDrive to provide customers with a seamless/paperless option for sharing files
Migrated from Windows 7 to Windows 10 laptops, desktops peripheral devices including mobile devices such as Tablets, iPhones, Android
Set up Airwatch accounts for users
Update Daily Stats excel spreadsheets, customer service stats, create daily Huddle Board, running 3 daily huddles, and respond to customer escalations and coaching agents.

Confidential, Auburn Hills, MI

Concierge/TET/CTT - Level 2

Responsibilities:

Working with executives and administrators to solve their technical/hardware/software issues
Work on & resolve highly complex ticket escalations that would normally not be solved by level 1
Supporting Activity Directory users with log-in and connectivity issues
& Guidance - test calls, create tickets and making sure level one support has the guidance and help they need to succeed and meet desk metrics
Escalated issues to the proper help desk associate when necessary and followed up on any escalated issues, all within a timely manner

Confidential, Auburn Hills, MI

Service Desk Representative

Responsibilities:

18+ years of experience troubleshooting hardware, software and network related issues as well as provide restorative maintenance actions to resolve end-user issues.
Set up Airwatch accounts for users
Identify, test and provide initial diagnosis and resolution of incidents in a multi-platform environment.
Helped clients setup, use, troubleshoot issues with AVAY/VOIP
Field customer calls, troubleshoot, document and resolve IT-related issues based on solutions embedded in a knowledge database and personal knowledge.

Confidential, Livonia, MI

FileNet Processor

Responsibilities:

Responsible for analyzing and correcting TD Bank client data files
Document control specialists store, manage and track company documents scan, image, organize and maintain documents, adhering to the company's document lifecycle procedures, and they archive inactive records in accordance with the records retention schedule
Maintaining proper records of work carried out

Confidential, Livonia, MI

Accounts Payable Representative

Responsibilities:

Responsible for compiling amounts owed by the company to vendors, suppliers, or other organizations/individuals
Gathers purchase orders, charge slips, sales tickets and prepare payments
Maintains all payment or other transaction records
Validates payments through check auditing
Used Microsoft Office Excel to create reports, charts and graphs

Confidential, Livonia, MI

Documentation Analyst

Responsibilities:

Scanning document batches for several accounts/jobs, utilizing several types of program applications
Upload batches for certain accounts/jobs
Maintenance of scanning machines
Proper storing of scanned documents as per project team requirements
Maintaining proper records of work carried out

Confidential, Livonia, MI

Tax Team Leader

Responsibilities:

Oversee, monitor, and coordinate production team activities and returns processed
Collected and analyzed HR data, and then makes recommendations to management
Processed paperwork for functional area according to established procedures
Acted as a liaison between team members and the rest of the organization
Set deadlines, assign responsibilities, and monitor and summarizes progress of project
Prepare reports for upper management regarding status of project