EMPLOYMENT HISTORY:

Confidential, Harrisburg, PA

Service Desk Analyst

Responsibilities:

• SCCM Deployment, virus protection and PC reimaging
• Asset management
• VPN management
• Bit Locker configuration
• Windows Server management (Sharing permissions and mapping)
• MFA setup and management
• Printer set up (Ricoh and local printers)
• Managing users in mainframe (Vangard)
• VMware troubleshooting
• Mainframe error troubleshooting for users
• Managing of BYOD/Company issued mobile devices on the network
• Active Directory management
• Office 365 management
• Writes or revises training manuals and procedures.
• Creating, tracking and managine assets in ServiceNow.
• Trains users on software and hardware on - site or in classroom, or recommend outside contractors to provide training.
• Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
• Escalates problems in accordance with defined procedures.
• Uses technical databases to research problems, and talks with co-workers to research problem and find solution.
• Tests software and hardware for troubleshooting and problem resolution.
• Provides service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).
• Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts, and making technical adjustments.
• Supports shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Communicates accurate and useful status updates.
• Able to work in a team environment

Technical Solutions Specialist

Confidential

Responsibilities:

• Handled Tier 2 service desk escalations through tickets, phones and emails
• Medhost account creation and management
• Kofax Setup
• Kodiak desktop installation
• Network troubleshooting and support
• Creating credentials for eArchives
• Database support and SQL searches
• Implementing security controls
• Follow up on outstanding requests and ensure timely resolution
• Provide support and mentorship to IT Help Desk Technicians
• Assist with answering service desk calls supporting employees across the organization
• Troubleshoot and resolve IT related problems, escalate as necessary
• Troubleshoot and diagnose network issues
• Ability to travel to other offices across the country as needed
• Ability to work schedule on - call rotations Configure PC's, printers, and other devices and needed
• Active Directory maintenance and Exchange 2010/2013
• PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)

Confidential, CA

Service Desk Analyst

Responsibilities:

• Interacting with customers/users via email, phone, chat and in-person
• Create, resolves and escalate incident and request tickets
• Configuring Blackberry, iPhone and iPad devices
• Windows 7 &10 ( Troubleshooting and Installation)
• Involved in hardware and software troubleshooting
• System Center Configuration Manager (SCCM) - Management
• Perform Active Directory management
• Mobile Iron / Airwatch Management
• Supports Enterprise Wireless Operations
• DNS, DHCP, SMTP and TCP/IP configuration
• Windows Server management
• Provide first and second level support for sales force laptops
• Provide support for company VPN/Remote solution
• Performed maintenance/ troubleshooting on printers
• Prioritize and escalate issues to other management/staff
• Experience supporting Windows 7, Office (2003 - 2016 versions)
• Blackberry and Apple device support
• Accepted and logged authorized calls by phone, web, and email
• Citrix Knowledge
• Provide international support for overseas operations

Confidential, Lewisberry, PA

Process Assistant / Problem Solver

Responsibilities:

• Troubleshooting issues with associates workstations (Windows 7)
• Connecting New laptops on the network
• Providing printer support - Zebra Thermal Printers
• Handheld scanner support
• Installs, configures, troubleshoots and maintains PC hardware, software and printers
• Helping to support daily management of department duties, including allocating labour, leading meetings, assigning job duties, and communicating with internal and external suppliers
• Providing vacation coverage for Area Managers
• Providing policy follow-up and attendance tracking
• Document and maintain help tickets in Service Center
• Tracking and reporting of labour hours
• Assisting the floor as an associate resource, training associate and ensuring compliance
• Ensuring successful area performance through tracking, reporting and feedback of associate performance
• Participating in Operational Excellence initiatives in some capacity
• Filling in as needed with production duties
• Managing workflow and daily production goals
• Provide Active Directory support and configuration
• Reviewing and updating start production activities as required
• Documents and call tracks and monitors the problem
• Assisting in keeping work area clean and organized
• Identifying and addressing safety hazards within the work area
• Coaching associates to work safely at all times
• Participating in safety initiatives

Confidential

Sales/Marketing and PR Executive

Responsibilities:

• Attracted potential customers by answering product and service questions; Upselling and cross-selling products of DStv
• Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintained financial accounts by processing customer adjustments
• Recommended potential products or services to management by collecting customer information and analyzing customer needs
• Managed media buying
• Managed radio, TV and Press interview

Confidential

IT Support/Customer Service / Help Desk Analyst

Responsibilities:

• Resolved queries / complaints
• Managed staff productivity and quality
• Troubleshoots Hardware and Software Issues
• Provided hardware, software, and network support
• Managed and troubleshoot print servers and printers
• Identified developmental needs

Confidential

Desktop Support Technician

Responsibilities:

• Configured and installed new Microsoft systems
• Troubleshooted and resolved desktop support issues
• Maintained the up to date operating procedures inside the IT department
• Performed off hour help desk support
• Setup new users in Active Directory
• Created user accounts and managed access control of desktop and Network applications
• Upgraded hardware and software on workstations and laptops
• Worked with hardware and software dealers to confirm well-timed product delivery
• Maintained hardware and software record