SUMMARY

• Helpdesk/Operations Technician with a proven ability to work well above the assigned role, independently as well as within a team environment
• Trusted to work with Vendors through the full cycle of projects, including procurement. Trusted with sensitive data and information, specifically with Human Resources matters and Finance Budget data
• History of providing 24x7 support, even when it is not an expected responsibility; known to answer the phone and return calls
• A worker who clearly understand how support affects the company’s bottom line and how support help to keeping staff productive
• Displays patience when staff become frustrated, reassuring that a solution will be found. 12 years of Hospitality/Travel Business experience with the Atlantis Resorts / One and Only brands. History of ‘hitting the ground running’ when starting a new position
• Success leading groups and working alone while supporting a medium to large group

PROFESSIONAL EXPERIENCE

Confidential

IT Support Engineer

Responsibilities:

• Temporary project to assist with the Windows 10 ‘Rebranding’ (imaging and support) of Windows Endpoints due to a separation of the company.
• Imaging and post imaging support and all issues related with the imaging process.

Confidential, Atlanta, GA

ACS - Below Wing / Permanent Ready Reserve Agent

Responsibilities:

• Responsibilities includes marshaling aircraft, loading/unloading and sorting freight and baggage, servicing the aircraft, assisting with Aircraft pushback and towing, deicing and other duties as assigned,

Confidential, Duluth, GA

Service Desk - Team Lead

Responsibilities:

• Short Term project to assist with the workstation Windows 10 imaging process as well as Desktop support when required
• Team Lead for the Service Desk Contractors
• Sole Support Tech for the Corporate Staff of approximately 80 staff members
• Manage Tickets via ServiceNow
• Working with Linux based software

Confidential, Atlanta, GA

Systems Engineer

Responsibilities:

• Sole tech supporting 300+ users and growing
• Responsible for server(s), desktops, peripherals and network for local and remote users
• Essential Duties and Responsibilities:
• Provided support for local and remote user problems related to hardware, software and connectivity issues
• Managed all aspects Office 365; account levels, contract and billing, troubleshooting, etc.
• Diagnosed and repaired reported problems, which includes documentation of all pertinent end user information and nature of problem or issue
• Maintained detailed and accurate logs and resolution
• Tested fixes to ensure problems have been resolved
• Documented resolutions and analyze trends for ways to prevent future occurrences
• Answering inquiries relating to IT policies and procedures
• Assisted with internal physical moves, PC, telephone etc.
• Installation and approve operational quality of system equipment to include software, hardware devices and network connectivity
• Created and maintained training documents, Instruct and train users on the proper operation, use and maintenance of the system
• Served as sole company liaison relative to all computer and networking support issues
• Performed installation functions, such CAT5e and CAT6 cable termination and runs. Installation of switches, routers and Access Points
• Network configuration and support for Infrastructure (VPN, VLAN, WAN/LAN/WLAN)

Confidential

Technician

Responsibilities:

• Addressed user tickets regarding hardware, software and networking
• Supported Disaster Recovery Data Center
• Walked customers through installing applications and computer peripherals
• Asked targeted questions to diagnose problems
• Guided users with simple, step-by-step instructions
• Conducted remote troubleshooting
• Customized desktop applications to meet user needs
• Recorded technical issues and solutions in logs
• Directed unresolved issues to the next level of support personnel
• Followed up with clients to ensure their systems are functional
• Reported customer feedback and potential product requests
• Helped create technical documentation and manuals
• On Call Support

Confidential, Atlanta, GA

Symantec DLP Engineer

Responsibilities:

• Responsible for DLP Agent deployment, Upgrades and troubleshooting
• Remediated DLP incidents and perform analysis of activity
• Aided in policy tuning and provide relevant feedback to engineering
• Performed reporting activities
• Discovered patterns or trends of user activity
• Provided feedback and issue tracking for reporting tools
• Collaborated with Symantec support team on complex and problematic issues

Confidential, Alpharetta, GA

Systems Engineer

Responsibilities:

• Contributor for the Corporate Systems Platform Engineering team responsible for end-to-end delivery of corporate solutions to internal customers
• Provided Technical leadership for project-based assignments
• Worked with cross-functional project teams to design and implement highly available solutions using Microsoft and other technologies
• Provided technical documentation to project and Operations teams as part of project deliverables
• Office 365 Testing, Support and Migrations
• AirWatch MDM - Ver. 8.4.7: Supported 10,000 plus user environment, including Add, Moves changes in addition, app deployment, and management of organization groups
• Devices supported: iPhone/iPad, Android and Windows mobile devices
• Created setup documentation and self-service support documentation
• Served as user escalation support contact for MDM Support Technicians
• Collaborated with AirWatch\VMWare Engineers to troubleshoot complex and problematic support issues. Worked closely with Mobile Phone vendors (ATT/Verizon) on mobile service issues
• Resource for AirWatch System upgrades
• Designated for ‘White Glove’ Support for C-Level Executives for AirWatch MDM issues