SUMMARY

• IT Professional that is eager to utilize his knowledge and considerable experience working in a team environment, as well as to develop a professional career in the IT industry while delivering excellent technical support.
• Assesses and effectively manages all risks associated with employees’ business objectives and activities to ensure activities are in alignment with the bank’s and unit’s risk appetite and risk management framework.
• Hardware and Software troubleshooting in a network environment.
• Installation of software through network environment.
• Provides the first line of support and problem resolution for technology products or applications.
• Responds to inquiries and requests for assistance with organization’s computer systems or PCs; resolves employee inquiries for one or more products or services.
• Troubleshoots and solves problems using technical manuals through knowledge base
• Utilizes new utilities and tools to provide remote technical support services on desk - side equipment, for employees.
• Monitors telephone calls and e-mails to maintain quality services and track problems, to ensure their timely resolution.
• Maintains written documentation on each call; escalates complex problems to the next level of support as required by documented procedures.

PROFESSIONAL EXPERIENCE

Desktop Support/PC Specialist

Confidential - Pittsburgh, PA

Responsibilities:

• New hire PC and Mac hardware setups and troubleshooting/maintenance.
• Avaya hard phone and Avaya Communicator/ Equinox softphone setups and troubleshooting/maintenance.
• Assigning tickets within the IT Infrastructure while assessing priority in an Executive/corporate headquarters environment.
• Software installs and testing for replacements for specialized departments.
• Contacting/scheduling technical support vendors for contracted jobs: Virtual server maintenance, Phone networking setups, ordering Hardware/software supplies, Adobe support, Microsoft technical support.
• Maintaining spreadsheets of IT inventory, scheduling weekly hardware/software/networking reviews.
• VMware Virtual static and dynamic desktop support.
• Active Directory support with: New hire setups, Disables, granting access and roles.
• Guardian Key Fob access setup/distribution with Galaxy software.
• Remote assistance with RDP, Remote Desktop and TeamViewer14.
• Windows 10 installs, updates and support.
• Microsoft Office 365, 2016, 2013 installs, updates/troubleshooting.
• Network drive mappings.
• Printer installs though printer server as well Printer hardware troubleshooting support.
• Setting up Microsoft Exchange accounts Microsoft Admin Center and Microsoft Exchange console.
• X1 directory setup and support.
• DtSearch directory and Support.
• Palo Alto Global protect VPN installs/support.
• Granting group/role access with IMS as well as file maintenance.
• Hard drive replacement on servers.
• Malware removal/clean up.
• Hard drive cleanup/maintenance.
• Creating technical support documentation for IT solutions.

Associate IT Infrastructure Analyst

Confidential - Pittsburgh, PA

Responsibilities:

• Analyze and troubleshoot various proprietary software within Service Now Knowledgebase articles for consistent timely results for personal and team goals dealing with service call queues.
• Service Now Ticketing compliance with proper procedures as well as escalation and follow up updates with assigned groups to make sure end users are given satisfactory I.T. and customer service in a timely manner.
• Mainframe/BlueZone administrative support for users including ACF and FDR profile maintenance supporting several systems within regarding unsuspending clients and resting accounts.
• VPN troubleshooting for Cisco Anyconnect as well as VPN token maintenance such as: unsuspending/resting tokens with blockade commands.
• Configuring Lotus Notes servers, databases, system configuration and general troubleshooting.
• Using Windows Remote Desktop, Remote Assistance Tools for remote troubleshooting across private network.
• Standard and Proprietary Software/Hardware (Ricoh, Xerox, HP, Brother Printers, Rightfax) installation via Run Advertised Programs.
• Mainframe Support commands for freeing/releasing RGNK, RGNC.
• Employee Training/assistance for new helpdesk/service desk analysts within the work environment to encourage consistent results within our team via Sametime group chats.
• LPS Desktop support and password maintenance.
• LPS Desktop support and password maintenance.
• Venture Access support and password maintenance.
• Cleartran support and password maintenance.
• Speedpay support and password maintenance.
• OCIE support and password maintenance.
• Carenet support and password maintenance.
• Early Resolution support and password maintenance.
• AS400 support and password maintenance.
• Provides Customer Service for 50+ calls in a shift
• Administrative support/installation for Good Mobile Email Client.
• Administrative support/installation for Maas360 Mobile Email Client.
• Skype for Business support and password maintenance.
• MS Outlook support and password maintenance.

Computer Helpdesk Analyst

Confidential, Pittsburgh, PA

Responsibilities:

• Analyze and troubleshoot various proprietary software.
• Mainframe administrative support for users.
• VPN troubleshooting for Cisco Secure Client, Anyconnect Internet connectivity and software issues.
• Configure Lotus Notes servers, databases system configuration and general troubleshooting.
• Use Windows Remote Desktop, Remote Assistance Tools, and Cisco Webex for remote troubleshooting across private network.
• Escalate tickets to various software teams and local tech groups using
• Attachmate (Mainframe) ticketing system.
• Mainframe Support.
• Employee Training support for helpdesk analyst position.
• Provide Customer Service for 50+ calls in a shift
• Quality Assurance for Ticket escalation, making sure other employees
• Compile Data for Monthly Auditing purposes in Excel.
• Administrative support for Good Mobile Email Client