ADDITIONAL KNOWLEDGE:

Laptop and desktop deployment, Excellent customer service skills, Desktop support, Remote support (Team - viewer, Bomgar, Remote desktop), Strong break/fix skills, Windows environments, Active Directory, Microsoft Exchange Online, Server 2010/2013, Outlook support

PROFESSIONAL EXPERIENCE:

Confidential

Lead Configuration Tech

Responsibilities:

• Lead a team of 8 techs doing workstation refreshes and configurations
• Troubleshooting hardware and software issue
• Mac and PC troubleshooting and support (Installed, maintained, and configured employee desktop and laptop computers)
• Mobile device support (Iphone, Ipads, Androids, Tablets)
• Software installation
• Profile and data migration
• Data backup and storage
• Windows desktop deployment (Win 7&10)
• Workstation configuration
• Screen replacement
• Hard drive replacement
• Excellent communication and customer service skills
• Remote troubleshooting support
• Password resets
• Windows 7 to windows 10 migration
• Troubleshoot and configured and resolved issues with Avaya VOIP phones
• Trained work from home employees on the use of “remote” equipment and software
• Trained new techs on the processes and direction of the project

Confidential

System Support Analyst

Responsibilities:

• Support and Troubleshooting customized version of documentum named RIMA
• DqMan
• Remedy ticketing system (PAC2000)
• Excellent communication and customer service skills
• Production Support lifecycle
• Email Archving

Confidential

Workstation Support Analyst

Responsibilities:

• Windows Virtualization support (installation and troubleshooting)
• Workstation deployment
• Remedy ticketing system
• Mac and PC support (Android phones and tablets, Iphones, Ipads)
• Remote support
• Profile and data migration
• Install, configure Microsoft office products
• Excellent communication and customer service skills
• VPN installation, configuration and troubleshooting
• SCCM software deployment
• Appsense Environment Management
• Window 7 to Window 10 migration
• Refresh

Confidential

Refresh tech

Responsibilities:

• EEPC encryption
• Mapping and configuration of printers
• Refresh
• Software and hardare support

Confidential

Exchange Migration Engineer

Responsibilities:

• Office 365 setting up mailboxes running office 365
• Proven history of demonstrated technical skills in Exchange Administration
• Assist Office 365 customers with configuration of onboarding tools
• Solid experience troubleshooting Microsoft Office 2010, Office 2013 and Office 365 (OWA)
• Providing technical support to office 365 Admins that manage small to midsize business)
• Setting up O365 accounts
• Configuration and deployment;
• Troubleshooting DNS record mailflow,
• Installing and troubleshooting Microsoft Lync
• Migration Wiz
• Sharepoint
• Help desk
• SM9 ticketing system
• Remote desktop

Confidential

Desktop Support

Responsibilities:

• Ran scripts to restore data
• Window 7 migration
• Deploying laptops
• ITCM-MCAfee encryption
• Adding machines to the domain
• Setting user folder permissions
• Adding users to groups
• Desktop support to users via email, desk side, or remote
• Hardware replacement
• Configured RSA token
• Authenticate VPN clients
• Microsoft Lync 2013
• Refresh

Confidential, Charlotte, NC

Desktop Engineer

Responsibilities:

• SCCM 2012 (application deployment & troubleshooting)
• Outlook (configuration and troubleshooting)
• Window 7 migration.
• MS SQL (installation and troubleshooting)
• Mapped network drives.
• Asset management
• VPN- setting up and configuration along with troubleshooting
• Configured users profile/profile.
• Remote desktop support
• WAN and LAN connectivity, routers, firewalls, and security
• Active Directory
• Break/Fix
• Set-up configured and maintained data and application servers.

Confidential, Charlotte, NC

Refresh Technician

Responsibilities:

• Work-in XP\Win 7 environment
• Application installation & support
• Troubleshoot hardware/OS system problems
• Routine Admin support (incident/configuration)
• Desktop Support (face to face, phone, email, and remotely)
• Installing/troubleshooting and maintaining Window 7, pc/laptops
• Ownership of problem until issue is resolved
• Provide instruction in use of applications
• Support of windows app, network connectivity, user accounts and network printing
• Maintained, configured, and upgrades of computer systems
• Hardware/Software repair
• Data and profile migrations (manual and migration tools)
• Password reset
• Deployment of laptops and PCs
• Asset Management
• Works with Microsoft Office specifically Outlook
• Work independently as well as a team
• Bart ticketing and tracking system
• Re-imaged & deployed laptops and desktops
• Data migration
• Customer service support (face to face)
• Setting administrator/tech support passwords
• Deployed laptops and desktops
• Mapping drives and creating backups
• Smart Sync
• Installing thin clients
• Citrix
• Asset management
• Hardware and software troubleshooting in Win XP, Vista, and Win 7)
• Supporting new and existing computer equipment
• Network connectivity issues
• Disassembled old workstations and install/setup new workstations
• Configured software on new workstation through the network
• Installed and configured printer to the network
• Ensured all peripherals were properly prepared and functioning properly w/ day 2 visit
• Managed expectations
• Manage team issues and escalations
• Communicated current team progress to BCDS bridge
• Ensure old assets were properly prepared for disposal and shipment