SUMMARY

• I am an award winning IT professional who has advanced quickly in all positions. Motivated to perform at peak levels and meet company goals.
• I am a highly enthusiastic self - starter with strong technical and customer service skills.
• I have over twelve years of experience in technical support in a help desk environment specializing in software configuration and network troubleshooting as well as Windows system administration eventually serving in a lead position.

TECHNICAL SKILLS

Operating Systems: DOS WinNT, Windows 2000/Vista/XP/7, Server 2003/2008/2012

Networking: OSI Model, TCP/IP, UDP, Ethernet 802.11X, RIP, OSPF, EIGRP, STP, RSTP, VLANs, Cisco IOS, Telnet Linksys and Cisco 2950 routers, switches

Software: Microsoft Office Suite - Word, Excel, PowerPoint, Office365, Adobe, Web browsers - Internet Explorer, Chrome, Firefox, Avaya IP Office, LMS, Citrix Terminal Services, RDP, SMS Remote Control, IBM Tivoli, RAS, VPN, Peregrine ServiceCenter, Qfiniti, Active Directory, ConnectWise, LabTech, SonicWall, TeamViewer, LogMeIn

Hardware: Scanners, fax machines, copiers, printers, desktops, laptops, routers, switches, Apple iPads

PROFESSIONAL EXPERIENCE

Confidential

Technical Solutions Training Consultant

Responsibilities:

• Established Training Program and documentation for Global IT Support Teams
• Managed projects for the Technical Competency Index for assessing team and individual skills
• Attended weekly leadership meetings by the Director and contributed input on training agendas
• Developed Learning Forums and team building activities for refresher, new hire and certification training
• Worked with BPA Team for creating and approving process content
• Created materials for Brown Bag sessions for new Rollouts and Application support
• Conducted train the trainer sessions for group brown bag leaders
• Developed Quality Assurance process for direct reports to Director
• Listened to Qfiniti calls in collaboration with AT&T client support team to QA installation and troubleshooting
• Utilized Salesforce Reporting and Analytics Tools for Service Desk metrics assessed prior and post training
• Developed Training Advisory Board to expand training department
• Served as a member of the Case Review Board to address QA violations and provide coaching

Confidential

Technical Networking Solutions Consultant

Responsibilities:

• Successfully resolve technical issues (hardware and software) via phone and email from incoming internal or external businesses and end user’s contacts and proactive notification systems.
• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Clearly articulate, recommend, and explain resolutions to clients
• Provide Tier 2 support for wireless Aruba network clients utilizing HPE IMC and Airwaves
• Assist Field engineers with install issues and remote switch management
• Specialize in routing and switching networking standards troubleshooting wireless and LAN connected devices
• Verify proper VLAN and configurations on HP switches for POS device connectivity issues
• Troubleshoot access point client connectivity issues using SSH on putty emulator jump server
• Create and document Action plans in Sales Force for escalations and triage for network related case resolutions
• Trained on the implementation and problem diagnosis of HPE specific enterprise networking equipment.
• Applied skills and knowledge of DHCP, VLANS, QOS, STP, TCP/IP, and wireless 802.11x standards, Radius and TACACS

Confidential

Office 365 Analyst

Responsibilities:

• Assisted migration team to support users from Lotus Notes to MS Office 365
• Troubleshoot and triage network and MS exchange server outage issues
• Provided software support for how to questions Office 365 install issues
• Analyze Office 365 license issues based on install errors
• Configured Outlook profile and email preferences
• Setup Skype for Business accounts and preferences
• Researched issues with Office 365 and provided team support for triage and resolutions via group chat
• Supported VPN/RAS token users for pin rets and synchronization for VPN remote access
• Resolved Windows workstation issues using Bomgar Remote tool

Confidential

Help Desk Engineer

Responsibilities:

• Support engineer for Managed Service Provider servicing over 100 companies
• Onboard and off board users from generated email request forms
• Provide VoIP Synergy support based on service level agreements
• Enter time entries and billable work within ConnectWise
• Support for medical facilities to access web portal applications and RDP accessed programs
• Create and manage Windows profiles and Exchange accounts
• Configured on premises Outlook profiles and Outlook email preferences
• Support Office365 users utilizing the Admin portal
• Confer with team for root cause analysis troubleshooting network issues
• Monitor and document Green Cloud and Datto server backup data for reporting to clients
• Monitor Solar Winds and LabTech network alerts and escalations
• Create VPN accounts on routers via Putty emulator
• Troubleshoot wireless connectivity for remote users
• Web GUI into firewalls for network troubleshooting
• Run diagnostics and verify failover routes in SonicWall
• Provide vendor management for application support and unmanaged server support
• Contact ISP for connectivity issues detected from system monitoring until resolved
• Address slow performance systems due to virus threats by running scans and cleaning registry

Confidential

Territory Manager

Responsibilities:

• Managed team of reps for an eco-friendly golf ball manufacturing company
• Requested and managed inventory distribution to reps for charity golf events
• Trained reps to conduct challenges for tournaments
• Booked events and joined committee conference calls to interpret our charitable services
• Served as lead brand ambassador for specific territory
• Rallied support from local business to provide charitable gifts and contributions for charity
• Liaison between the company and tournament organizers
• Addressed issues and questions on our sponsorship model
• Updated database for accuracy for event details for reps to conduct business

Confidential

Technical Support Specialist

Responsibilities:

• Transitioned from electrical team to technical support department
• Provided system administration for user access to proprietary applications
• Desk side support troubleshooting software and hardware issues working on personal laptops.
• Supported Wi-Fi connectivity for variety of personal laptop systems, notebooks, and tablets