SUMMARY:

• Over 10 years of solid Customer Support, Desktop Support, Help Desk experience in the Telecommunications, Pharmaceutical, and Healthcare Industries.
• Solid negotiating and conflict resolution skills with the ability to balance client compliance against customer satisfaction.
• Personable with excellent oral and written communication skills.
• Creative thinking ability that takes customer service to the next level, offering the customer satisfactory alternatives to meeting and resolving their needs.

TECHNICAL SKILLS:

Systems: Windows10, 8.1, 8, 7, Vista, XP, MAC, LAN, WAN, Wireless, TCP/IP, VOIP, Active Directory, Citrix, Microsoft Exchange Server 2008, VPN Manger

Hardware: Desktops/Laptops/Servers (IBM, HP, Compaq, Dell) Local/Network Printers (Canon, HP, Lexmark) Blackberry, Palm Pilot, iPad, iPhone

Software: Microsoft Office Suite 2003/2007/2010/2016, WordPerfect 5.1, Excel, PowerPoint, Lotus Notes, JCL Utilities, Java, HTML, Visual Basic, Remedy, Clarify, SAP, Service Now, HP Service Center, HP Service Manager, Windows Deployment Server 2012, Remote Desktop, SCCM, Ghost, SQL Server 2008, VMware, Office 365

Browsers: Internet Explorer 9, 10, 11, Google Chrome, Firefox, Safari

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

PC Technician

Responsibilities:

• Worked onsite at Confidential & Confidential Branch locations installing Hardware and peripheral equipment.
• Installed Server, branch processor, and upgraded teller workstations at various branch locations.
• Upgraded branch desktop workstations running Windows 7 to Windows10 or installed a Dell WYSE thin client device running a Windows 10 virtual desktop (VDI) session.
• Upgraded and installed bank software on each workstation, as well as the configuration of network printers

Confidential, Duluth, GA

Desktop Support/ PC Technician

Responsibilities:

• Responsible for Imaging of HP Thin Client computers and HP laptops using GHOST.
• Installation and configuration computer equipment. (i.e. Laptops, thin clients, dual monitors, network printers)
• Responsible for troubleshooting and resolving hardware and software issues.
• Setting up and configuration of Network Printers.

Confidential

PC Technician

Responsibilities:

• Traveled to and worked at various Confidential locations within the United States.
• Responsible for changing Confidential domain over to Confidential domain.
• Installed Server and upgraded workstations to Windows 10.
• Upgraded all users to Office 365, as well as installation of proprietary software.
• Installation and Support of Office 365.
• Using Exchange Admin Center to assign permissions to user's mailboxes.
• Responsible for creating, deleting, and modifying user's accounts, password resets, and name changes of accounts within Office 365.

Confidential, Atlanta, GA

Tier II Technical Support

Responsibilities:

• Answered inbound calls from Clients resolving all issues arising from Server /email upgrade.
• Responsible for walking end user through how to update their server settings on Laptop, Desktop, and cell phone so that they can send / receive email.
• All End users were moved from a physical server to a cloud based server.

Confidential, Atlanta, GA

Lead IT project Coordinator

Responsibilities:

• Responsible for installation of PGP encryption software for laptop users. (550 End Users)
• Worked with remote users to get software installed on devices by compliance date.
• As project lead, responsible for keeping an excel spreadsheet for all equipment that was upgraded.

Confidential, Atlanta, GA

PC Technician

Responsibilities:

• Worked onsite at Confidential Branch locations installing Hardware and peripheral equipment.
• Installed Server, branch processor, and teller workstations at various branch locations. (350 End Users)
• Upgraded branch desktop workstations running Windows XP to Windows 7, or a Dell WYSE thin client device running a Windows 7 virtual desktop (VDI) session.
• Responsible for the setting up and configuration of hardware.

Confidential, Philadelphia, PA

Desktop Support/ PC Technician

Responsibilities:

• Work on various project deployments for a number of various companies, universities, and financial institutions.
• Lead Technician on Confidential workstation upgrade project. (750 End Users)
• Upgraded branch desktop workstations running Windows XP to Windows 7, or a Dell WYSE thin client device running a Windows 7 virtual desktop (VDI) session.
• Responsible for operating system upgrades, software upgrades, and the setting up and configuration of hardware.
• Responsible for logging inventory of new computers and replaced workstations into an excel spreadsheet.
• Work on Projects as they become available or when needed.

Confidential, Philadelphia, PA

Desktop Support/Technical Solutions Analyst

Responsibilities:

• Worked on the Device Implementation Team. (600 End Users)
• Primary Task was to refresh and install new computers, printers, and peripherals for the new Buerger Building.
• Used Ghost to image Computers. (Laptop & Desktops), also used SCCM to Deploy applications to end users.
• Responsible for inventory of new computers, placing an asset tag on each unit, as well as entering all equipment into an excel spreadsheet.
• Used Active Directory to add and move users to different groups as well as deleting users.
• Responsible for imaging desktop and laptop computers, as well as upgrading software.
• Installation and Support of Office 365.
• Using Exchange Admin Center to assign permissions to user's mailboxes.
• Responsible for creating, deleting, and modifying user's accounts, password resets, and name changes of accounts within Office 365.
• Patched cables into network to get cubicles hot.
• Responsible for configuring new I - phones and I-pads so that user can retrieve & access work emails.

Confidential, Media, PA

Desktop Support/Technical Solutions Analyst

Responsibilities:

• Responsible for troubleshooting and resolving PC, Laptop, network, and software issues. (400 End Users)
• Using Active Directory to reset passwords, as well as troubleshooting network connectivity issues.
• Responsible for mapping drives and resolving network printer issues.
• Supported and resolved issues with Office 365, Citrix, and VM ware issues.

Confidential, Newark, DE

Windows 7 Migration Consultant

Responsibilities:

• Responsible for imaging and configuring Windows 7 computers and setting up workstations. (300 end users)
• Performed software upgrades and configured hardware equipment. (Network Printers)

Confidential, Philadelphia, PA

Desktop Support/Technical Solutions Analysts

Responsibilities:

• Responsible for pushing Windows 7 image to new hard drives then installing them into computers.
• Responsible for resolving software issues, as well as performing software installs and upgrades.
• Used SCCM to Deploy application to end users.
• Responsible for hardware installs and configurations. (printers, scanners, etc.)
• Used Active Directory to add and move users to different groups as well as deleting users.
• Set up and configured workstations for new employees.
• Responsible for configuring new I-phones and I-pads so that user can retrieve & access work emails.
• Imaged or replaced 500 Desktops, also installed each machine with Microsoft Office 2010.
• Responsible for inventory of new computers, placing an asset tag on each unit, as well as entering all equipment into an excel spreadsheet.
• Logged, updated, and closed each ticket in Infred Ticketing System.

Confidential, New Castle, DE

Coordinator

Responsibilities:

• Used SCCM to Deploy applications to end users.
• Executed post configuration process on each newly imaged computer and added memory to returned XP
• Laptops so they could be imaged with Windows 7.
• Installation and support of Microsoft Office 365, as well as medical software.
• Responsible for inventory of new laptops, placing an asset tag on each unit, as well as logging returned laptops an excel spreadsheet.
• Scheduled nurses and clinician’s appointments for them to come in and swap out old computer for a new one and assisted in training each user on new laptop.
• Project had a 5-week deadline which I completed.

Confidential, Wilmington, DE

Windows 7 Migration Consultant

Responsibilities:

• Responsible for swapping out old XP computers with Windows 7 units (350 users).
• Performed peer to peer data migration on each unit.
• Upgraded each machine with Microsoft Office 2010.

Confidential, Wayne, PA

Desktop Support/Technical Solution Analyst

Responsibilities:

• Responsible for troubleshooting and resolving PC, Server, Network, Software, Citrix, and VM ware issues.
• Deployed and assisted in software and system upgrades, PC installs, and create and maintain desktop images.
• Responsible for troubleshooting and resolving issues with Lotus Notes.
• Used Windows Deployment Server to image and upgrade PC’s and laptops with Windows 7.
• Used SCCM to Deploy applications to end users.
• Responsible for upgrading and installing all PC’s and laptops with IBM PGP encryption software.
• Used Active Directory to add and move users to different groups as well as deleting users.
• Responsible for configuring new I-phones and I-pads so that user can retrieve & access work emails.
• Provided support for over 7,500 internal employees either in person or over the phone.
• Logged and closed tickets in Track-IT ticketing system.

Confidential, King of Prussia, PA

Technical Solutions Analyst

Responsibilities:

• Provided Tier 1 telephone support for over 500 Sales Reps in the field with laptop issues.
• Responsible for resetting passwords, enabling and disabling accounts via Active Directory.
• Troubleshoot and resolved issues with Outlook 2010 and Windows 7, and VPN Issues.
• Responsible for resolving any Network / WiFi connection issues, with PC’s, Laptops, MAC’s.
• Assisted end users in configuring e-mail to their mobile device (I-phone, Blackberry).
• Entered correct and accurate information into the Service Desk Express (SDE) ticketing system.

Confidential, Wynnewood, PA

Technical Customer Service

Responsibilities:

• Provided Tier 1 phone support for over 300 end users’ providing password resets using Active Directory.
• Troubleshot issues with Microsoft Office 2007 and 2010 and Windows 7.
• Worked with Field Techs to ensure that cable receivers and modems were provisioned and installed properly, by pinging receiver and modem.
• Responsible for using Remedy to log ticket issues.
• 100% phone support, 40-60 calls a shift, worked on a team of 20 Technical Customer Service Reps.

Confidential, Newark, DE

Network Operation Center Analyst II

Responsibilities:

• Provided Tier 2 support logging tickets into HP Service Manager ticketing system.
• Handled escalated issue by telephone or via e-mail, troubleshooting VPN issues.
• Responsible for resolving software issues, as well as performing software installs and upgrades.
• Assisted end users in configuring e-mail to their mobile device (I-phone, Blackberry).
• Used Active Directory to add and move users to different groups as well as deleting users.
• Responsible for configuring new I-phones and I-pads so that user can retrieve & access work emails.
• Responsible for remoting into user’s computer via Go-To-Assist Tool to resolve user’s issues.
• Responsible for supporting and troubleshooting Citrix issues.
• Supported users who were migrated to Outlook 2010, Windows 7, and all Microsoft Office applications.
• Responsible for resolving and closing any tickets that are outstanding for more than 5 business days.
• Responsible for correcting and updating Knowledge Base Articles (KBA’s).
• Responsible for troubleshooting issues with Laboratory Equipment.
• Supported over 10,000 end users ( Confidential Employees and Contractors).

Confidential, Alpharetta, GA

Customer Service Benefits Associate

Responsibilities:

• Answered inbound calls from Benefit enrollees and Dental providers.
• Responsible for answering questions regarding status of dental insurance claims, benefit amounts and benefits status.
• Responsible for explaining benefits coverages and exclusions as well as claims processes.
• 100% phone support, 35-50 calls per shift, worked on a team of 24 Associates.

Confidential, Alpharetta, GA

Hi-Speed Internet Help Desk Associate

Responsibilities:

• Responsible for answering inbound calls, troubleshooting with Customers who were having problems with their residential high-speed Internet service, and to dispatch a technician if necessary.
• Troubleshot issues with connectivity, equipment, Network: DHCP, Modem, Router, LAN issues,
• E-mail delivery problems, and PC applications & operating systems.
• Experience with the following tools and/ or concepts: PC/ Mac workstations configurations, Ping/ Tracert, Telnet, TCP/IP.
• Responsible for entering accurate information into Clarify ticketing system.
• Acted as liaison between customer and technician to schedule a home visit to further troubleshoot the issue.
• Handled follow up following the technician’s visit to the customer site to bring to closure to the process.

Confidential, Alpharetta, GA

Help Desk Associate

Responsibilities:

• Provided Tier 1 telephone support for Microsoft Office Software, and other Software applications as well as hardware issues for printers, keyboards and monitors, and using Active Directory to reset password for employees within Confidential and Confidential .
• Responsible for entering Help Desk tickets into the Service center ticketing systems with up to date and accurate information and following through with ticket status until tickets are brought to closure.
• Maintained contact with technicians in the field to ensure that process and corrective action was completed.