APPLICATIONS AND TASKS:

• Microsoft Office 2007 - 2016, Windows 7-10
• Windows 10 integration, settings, upgrades, and profile building
• Active Directory: Unlocking, resetting, and updating accounts, creating new users and deleting users, and password resets
• MDM programs and mobile phone troubleshooting- iPhone and Android OS
• Registry Editing- Office loadout issues, deleting problematic keys, creating/editing/deleting registry keys, and running batch fixes
• Document processing: numbering, templates, add-ins, PDF editing, repairing and creation
• RSA SecurID token setup/deployment/ emergency access & troubleshooting access errors
• Citrix XenApp, Cisco Any Connect, VMWare, RDP, GoToAssist, LogMeIn, Bomgar, VNC, Proxy Pro Master (usage, troubleshooting, server errors),
• Remedy/Salesforce Now, ServiceNow, and IQTrack Essentials ticketing systems experience
• Networking: Internet connectivity, website errors, and domain resolution; DNS and router errors, WLAN, WAN, Intranets, Wi-Fi, including domain and server room management
• Document Management Systems: FileSite, Worksite, iManage, NetDocuments, Worldox, & eDocs
• SCCM software and applications admin management
• HDD reimaging and workgroup/domain registration, Maas360 admin access
• Microsoft SQL client/server configuration, management, and creation
• Microsoft Dynamics 365
• DEXIS XRAY dental software and Imaging suite management

EXPERIENCE

Confidential, Alpharetta, GA

Desktop Support Analyst

Responsibilities:

• Utilized Bomgar to provide remote support for dental offices
• Documented session notes and complaints in Microsoft Dynamics 365
• Troubleshot and diagnosed software and hardware issues with proprietary software DEXIS Suite
• Leveraged Quickbase as a KnowledgeBase tool for ticket documentation and troubleshooting guidelines
• Created RMA tickets for hardware replacement
• Performed basic networking issues, garnering entry-level server room experience
• Accessed 77qtMicrosoft SQL to create and manage client/server configurations between the DEXIS databases, software, and hardware

Confidential, Atlanta, GA

IT Support Analyst

Responsibilities:

• Primarily utilized TeamViewer to provide Windows 2007-2010 support, and on-site support
• Active Directory Admin: changed/added/removed rights for new and current users
• Troubleshot and diagnosed VPN connectivity issues for financial systems utilizing FISERV
• Microsoft Access database management, created lists to amplify ease of creating informative reports
• Resolved Office issues/connectivity errors, including- but not limited to- intermittent Outlook disconnections, Office account expiry issues, corrupt accounts, & data input issues
• Performed basic networking issues, garnering entry-level server room experience
• Utilized RDP to access network drives, which supported installations, test machines, and system-wide updates

Confidential, Norcross, GA

Mobile Support Analyst

Responsibilities:

• Utilized MDM programs AirWatch, MobileIron, & Maas360
• Assisted users with setup and deployment of mobile scanning devices
• Liaised with Verizon Wireless to verify, activate, and/or suspend user's services or add/remove international service
• Created warranty replacement orders for defective devices with hardware & software issues
• Maintained records in ServiceNow of data communication transactions, problems, and remedial actions taken

Confidential, Atlanta, GA

Service Desk Analyst

Responsibilities:

• Created and removed user accounts in the Active Directory
• Generated new entries in MSE and removed Microsoft Exchange Server email accounts
• Troubleshot and diagnosed VPN, VDI, Citrix, and other remote systems connectivity issues
• Successfully utilized administrative access with GDocs and all security access needs
• Effectively executed, implemented, and fixed Office issues/connectivity errors

Confidential, Atlanta, GA

Service Desk Analyst

Responsibilities:

• Created and managed a workflow that allowed me to work seamlessly with 3 dozen firms
• Resolved issues with MS Office, document formatting, and document management systems
• Troubleshot and diagnosed VPN, VDI, Citrix, and other remote systems connectivity issues
• Completed Emergency Escalations training, Microsoft Office Master Certification, and started Mentor training
• Implemented basic registry fixes, some manually and most with automatic fixes
• Troubleshot iPhone, iPad, Android connectivity issues

Confidential, Atlanta, GA

Technical Support Representative

Responsibilities:

• Remotely performed PC tune-ups, virus/malware removal scans, system diagnostics, and internet/email connectivity issues
• Escalated and dispatched higher-level troubleshooting to Tier 2
• Utilized programs Breeze, LogMeIn Rescue Technician Console, & Agent Workbench

Confidential, Bartlett, TN

Technical Support Representative (Hardware)

Responsibilities:

• Utilized solution-based scripts to troubleshoot customers' affected issues,
• Diagnosed and resolved technical hardware issues,
• Operated programs SAP, CRM, Solution Database (SDB), & Aspect,
• Effectively communicated with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict,
• Handled financial transactions, processing credit card information and administering warranty exchange/service request options & procedures,
• Managed office equipment (fax, copy, and scan machines), from troubleshooting to adjusting settings
• Produced and generated quality, warranty, and handling percentage reports for co-workers
• Maintained an average quality rating of 95% and above