SUMMARY:

Experienced IT Specialist with broad expertise in hardware and software support, technical help - desk support, on site and phone customer service with the ability to resolve technical problems quickly and with high ratings. Highly skilled in all aspects of Windows support with required skill set to explain complex technical concepts to non-technical users.

TECHNICAL SKILLS/CERTIFICATIONS/EXPERTISE:

PC / Network - Server / Printer Implementation: Imaged / Deployed / Backed up Windows 7 and above Workstations using SCCM

Hardware: Desktops, WYSE Terminals, Networking, Servers, Laptops, Modems, Mother Boards, Printers, Scanners, Routers, Hubs, Switches, Installations, Upgrades.

Software: MS Office 2003 / 2007 / 2010 , 365, Outlook, Basic Level Skill at Powershell, Active Directory, BMC Remedy, ServiceNow, VPN, VMWare, VOIP Phone Systems, Front Page

Operating Systems: Windows 9X / XP / 7+ / 10

PROFESSIONAL EXPERIENCE:

Confidential, Missouri, Illinois

Desktop and Migration Technology Support Specialist

Responsibilities:

• Win7 to Win10 migration project: provided Hands on Technical Support to End-user with their computers .
• Provided Excellent customer handling and coordination skills for the Migration of users from Win 7 to 10 OS.
• Took the lead within a team environment in providing both project management and technical deployment of PCs.
• Coordinated with AD team to pull the list of Win7 OS systems.
• Both Managed and worked with a deployment schedule for replacing the PC and migration of users.
• Worked with procurement team and scheduled the delivery of PC as per the schedule.
• Coordinated with users for cutover schedule and any communication needs.
• Worked on PC Staging, Reimage and user provisioning.
• Managed the Cutover of user(s) data, applications & peripherals to new PCs.
• Handled and verified any license recovery or reallocation issue for user applications.
• Coordinated with the Active Directory team for AD clean up.
• Shared weekly status report with customer project management office.
• Took part in maintaining risk and issued logs with mitigation plans.

Confidential

Field/Onsite/Remote Advanced Technology Support Specialist

Responsibilities:

• As part of a large IT Managed Services provider, provided: Onsite and Field computer, printer, and point of sale technical support for large corporate companies and small/medium environments.
• Imaged / Deployed / Backed up Windows 7 and above Workstations using SCCM
• Supported several clients on site and remotely, 8000+ users, in a Windows XP/7/10 environment using ServiceNow.
• Worked within Active Directory, updating user accounts and password resets.
• Troubleshot mainly Android mobile devices and tablets for internal users utilizing ServiceNow ticketing system.
• Was responsible for general network troubleshooting issues with mainly Cisco equipment, such as break fix issues and outages on servers.
• Certified to work on (OEM) Dell and Lenovo/IBM Machines
• Providing support for HP, Sony, Lexmark, Apple and other brands of printers and desktops.
• Specializing in hardware installs, upgrades, installations, break-fix, desktop support and data migration

Confidential, MO & IL

Senior Level Specialist

Responsibilities:

• Windows XP to Windows 7 Migration Project Specialist
• Provided onsite implementation of the Windows migration and support of the end users utilizing tools such as Windows Easy Transfer Utility and User State Migration Tools (USMT)
• Responsible for providing onsite and phone based 2nd level help desk technical support to end users
• Provided support for networking, active directory, VMWare, Lotus Notes and VOIP Phone systems

Confidential

Senior | Lead Level PC Windows Migration Project Specialist

Responsibilities:

• Windows 7 to Office 2010 Migration
• Provided onsite implementation of the Windows migration and support of the end users
• Proven project management experience utilizing data and settings migration, imaging, application installation and technologies
• Responsible for resolving technical escalations that arose during the migration
• Overall daily IT tech support
• Provided support for networking, active directory, VMware, Microsoft office suite and VOIP Phone System

Confidential

Senior level Specialist

Responsibilities:

• Advanced level onsite support at a major financial institution
• Installing, staging, configuring and support new PCS, monitors, servers, printers, copiers and proprietary digital equipment at Bank of America locations around the Metro St. Louis area and neighboring states
• Removal and staging of new equipment per corporate and individual workplace standards and image file
• Running G Disk Hard Drive wiping and Debian live verification processes

Confidential

IT Support and Electronic Disc Deliverables Analyst

Responsibilities:

• Configured, installed, and upgraded workstations for new and current employees in all departments.
• Provided the overall 2nd level technical support to all departments.
• Performed basic network, workstation and technical support functions,
• Copier, printer troubleshooting
• Scheduling of maintenance appointments
• Tracked computer and IT assets
• Assisted with roll-out of new PCs, dual monitor and software setups in all departments
• Produced accurate client electronic dis deliverables (EDD’s) using programming tools such as MS Access, Excel, Visual Basic and LIMS
• Verified compliance with client requirements
• Coordinated with laboratory personnel to ensure accurate data entry in LIMS
• Managed projects through data completion including confirmation of final product
• Performed weekly and monthly laboratory instrument, equipment and supplies asset tracking and consignment

Confidential

Systematic Administrative Help Desk Specialist

Responsibilities:

• Added, maintained, printed, faxed, updated customer information and data through various proprietary financial database systems.
• Tracked, updated, and managed daily TPO Incentive reports via MS Excel and Word.