SUMMARY

• I am looking for a permanent position, long/short term contract to hire position. I have 19 years of experience in the technical aspects of the industry.
• I’m a team player that has excellent people/customer service skills & pays strong attention to detail along with great technical support skills.
• As you will see below, the depth of my experience offers you the opportunity to hire a professional who needs little or no training and is comfortable and successful working in a variety of IT support rolls in the information technology field.

PROFESSIONAL EXPERIENCE

Confidential

Office 365 Migration Support Tech

Responsibilities:

• Provide Office 365 Tier 2 migration support to users within Confidential .
• Provided support to users that were still on Exchange 2012 on premise by migrating them to Office Pro Plus click to run and EXO.
• Addressed client connectivity, client software distribution and mobile installation issues.
• Addressed licensing issues within Admin center by verifying users had correct license Type (E3, E4 etc.) and verifying users were entitled to have Office pro plus installed.

Confidential

Customer Support Representative

Responsibilities:

• Provided support related to MFA (Multi factor authentication) for each Cox division.
• Provided Support to each Division as it was migrated to Office 365 while also providing general helpdesk support.
• Was named CSC Employee of the month for August for providing exceptional Technical and customer support.

Confidential

IT Helpdesk Support Representative and O365 migration specialist

Responsibilities:

• Provided technical and troubleshooting assistance related to Office 365 and basic level admin support
• Provided Support to each territory as it was migrated while also providing general helpdesk support. Remoted into colleague’s PC via Bomgar to assist with “how to” questions and resolve technical issues.
• Provided Level 2 onsite and remote support to end - users in troubleshooting and resolving desktop/laptop/Tablets/iPhone/printer’s PC peripherals hardware, software and application related issues in timely manner.

Confidential

IT Helpdesk Support Representative

Responsibilities:

• Provided technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products.
• Provided Support to all bottles, internal/external users on a 3rd level support role.
• Personally, implemented both Active Directory and Bomgar and trained users on the Helpdesk on how to use both Active Directory and Bomgar while also helping to secure Admin rights to all colleagues on the Helpdesk.
• Was integral in working side by side with the Helpdesk manager in a technical support role, i.e. Going to meetings to help elaborate on new technologies and technology methods to help streamline the Helpdesk to be more efficient.

Confidential

IT Support Specialist

Responsibilities:

• Also provided Level 2 onsite and remote support to end-users in troubleshooting and resolving desktop/laptop/Tablets/blackberry/iPhone/printers PC peripherals hardware, software and application related issues in timely manner. Was assigned the issue/issues, via KACE helpdesk software ticketing system and would resolve the issue through Bomgar remote desktop software or be dispatched to the end-users location to identify the issue and provide effective resolution of the issue and to minimize repetition of similar issues.
• Configured multiple hardware configurations according to business requirements. Installed, maintained and troubleshoot hardware and software issues according to company standards. Reconfigured existing systems and/or performed system upgrades as required.
• Supervised multiple “go-live” projects with the Email and Domain conversions and multiple other software systems like Citrix installations, Office 365 support and multiple Health related software programs to ensure proper functionality.
• Created multiple Windows 7 professional 64bit images. Would install business specific applications (Office 365, Lync, Citrix Xenapp etc.) and apply specific configurations per business requirements. Would sysprep newly created Images and Upload the newly created image to the Ubuntu based Image server to be deployable across multiple different types of Desktops/Laptops and Tablets.
• Coordinate and execute moves, adds, changes, and removal of end-user computer and peripheral equipment provided direct user support and troubleshooting during and after rollout/deployment.

Confidential

Windows 7 Migration/support Specialist

Responsibilities:

• Primary Duties included Imaging and deploying End users laptops/desktops and tablets from Windows XP to Windows 7 Enterprise Edition as per Organization defined process.
• Duties included backing up the data from existing windows XP workstations using Windows Easy Transfer tool and restore the backed-up data from the windows XP workstation to the new Windows 7 Workstation via a crossover cable.
• Provided Level 2 onsite and remote support to end-users in troubleshooting and resolving desktop/laptop/iPhone/printers/PC peripheral hardware, software and application related issues.
• Performed software installations, configuration and upgrades. If applications were incompatible with the new Windows 7 installation, I would coordinate with the network team to get a Windows XP VM (Virtual Machine) created for the user and trained the user on how to use the Windows XP Virtual Machine to run the incompatible software within their new Windows 7 workstation until a suitable software replacement was found.
• Would assist in Sophos Full Hard Drive Encryption Software issues, train users on new software installations and complete anywhere from 5 to 15 PC’s a day.
• As with previous positions I did coordination and communication with end users on schedules and deployment while also doing status reporting and documentation.