PROFESSIONAL EXPERIENCE

Confidential

SR TECHNICAL\DESKTOP ANALYST

Responsibilities:

• Responsible for providing 2nd and 3rd level technical/executive support on hardware, software, application and virtual PC support and administration to onsite and Global endusers of First Data in a Microsoft SCCM environment.
• Support includes remediation and resolution of enduser s desktop/laptop issues, software installations, imaging and configurations, deployments of new machines, upgrades of software/applications, virtual machines (VDI} imaging, large scale conversion and migrations and Software Center deployments.
• Application testing and packaging as well.
• Active Directory group management, email remediation/resolution and VPN installation/configuration and resolving issues. Use of tool/utilities such as LANDESK Management Console, Microsoft LYNC and Remote Desktop Connection for remoting access and troubleshooting/analysis of problems and issues while resolving in a timely manner.
• Use of database ticketing systems such as Remedy and Service Center for ticket retrieval and documentation of of resolution for work performed as well as transferring tickets to other support groups when needed.
• Working with other support team members to assist in resolving technical issues as well as actively assisting team members, managers and other support groups responsible for resolving end user problems and issues.
• Maintaining an exceptional Customer Service relationship with the business/production users administrative assistants and managers as well as being a technical liaison when inquiries of technical issues arise in the business units.

Confidential

TECHNICAL SUPPORT SPECIALIST

Responsibilities:

• Responsible for providing 3rd Level technical support to Confidential Technical Staff, Executive Support for the Confidential transition from Confidential . Support of Project migration and Project support for the conversion of Windows XP to Windows 7 migrations. This support consists of upgrading over 3500 machines in the North America, Europe, Latin America and Asia and the technical staff at those reqions.
• This support consists of working with application packaging and workstation engineering teams as well as Project Management and server group to identify and address issues that have been escalated Supported were system hardware issues, Virtual Machines (thin clients) Operating Systems, Applications and Application support, email conversions and mobile device upgrades and support. Also includes preliminary support with assessing user’s current hardware configurations/applications and making recommendations for upgrades to current applications and devices.
• Responsible for upgrading/migrating current software packages such as Microsoft Office, Outlook and IE from previous versions to new versions of the software. Current deployment includes IE 11 upgrade as well as Outlook 2013.
• Working with the business unit managers and technical liaison’s to schedule the SCCM push to the users machines then post support to assure the upgrades, updates/patches have been installed successfully and working properly on the end users machine once completed. Support any additional issues they may arise once the upgrades have installed as well.
• Act as Helpdesk/Desktop Support Lead for technical support personnel in those roles providing 1st and 2nd level support to the end user community. Assign tasks, oversee SLA’s, vendor agreements, Matrix and escalation support to those technicians as well as the business units they support in their regions.
• Troubleshooting and resolving user’s technical issues in the areas of network, application, hardware software, mobile devices, email, network printing solutions data transfer and recovery, voice(phone support) and Windows 7 and 8 migration problems and resolution.
• Creating and providing users with AD Security Group memberships and USERID accounts.
• Give user’s access/permissions to network shares and applications. SCCM support for software distribution of Windows 7 and all operating systems, deploy images, applications and creating reports for conversions and remediation of roadblock applications for conversion.
• File and Print administration of network printers, including creation, modification and deletion of network printers, administering new printers/copiers for scanning to network and email and providing support and administration of Secure Printing solutions.
• Imaging new desktop/laptops and thin clients for refresh for Windows 7, virtualization VSPERE Desktop Director for Citrix Xenapp issues, configuring physical and virtual machines and installing or pushing applications, configuring network printer and mobile devices IPADS, Tablets, IPhones Blackberry for email and network use. Configure all remote users for access to the network thru VPN and virtual sessions with VMWARE and Citrix client applications.
• Use of Enterprise Distributed Systems such as Remedy, HP Service Center and Maximo for Workflow, Asset, Inventory, Contract and Service Management. Also contact and interfacing with users for setups and handling user issues for communications as well as attending meetings/conference call to help in the resolution of problem to expedite the user overall experience. Keeping deadlines and appointments made for any system upgrades, backups and assistance provided for support. Working with team members other technical support groups and management on issues and keeping up documentation as well as proving new documentation when needed.
• Provide assistance with server administration, network switches and CISCO routers support and configuration. Perform tape backups. On - call rotation for after hour support for supports calls, alerts…etc. Work and communicate with Vendors for hardware/software support.
• Traveling to different sites to provide technical and migration support. Establishing communication with Business Unit contacts to gathering information on end user’s technical needs and overall assessment of support needing to be provided.

Confidential

SR DESKTOP SUPPORT/SYSTEMS SPECIALIST

Responsibilities:

• 3RD Level support to Confidential users for complex issues pertaining to there applications, hardware systems, software, VPN, email, printing solutions, virtual environment issues, access to network drives, network shares, mobile devices, operating system issues.
• Provide pre/post support and project management to all users migrating from the Windows XP and Vista environment to the Windows 7 virtual environment. Data collection and gathering of all users applications, legacy systems and hardware for the purpose of preparation to virtual environments and machines.
• Worked together with other different technical support groups and application packagers to update images and support network and LAN type issues also to install and configure applications that have been developed for the new Windows 7 and Windows 7 virtual environments.
• Help with training endusers on moving to new systems like VPN access from legacy system to new system as well as going to a new Office system application and email. Proficient with Outlook 2013, Office 365 as well as Windows 8 operating systems..Familiar with many ticketing management systems such as Remedy, HP Service Center, HEAT and others.
• Full use of SCCM to schedule and push images to users machines, push applications, remote to users machines for troubleshooting users problems and asset inventory of all company desktop, and laptop. Running reports from SCCM to gather data collections for application packaging.
• Setup and replace users current machines with a new machine and/or thin client HP, DELL IBM workstations and laptops when needed for system refreshes to the new Windows 7 and virtual machine environment.
• Help users in moving and saving there data to network drives and other devices used to store their data.
• Providing escalation support to Helpdesk, Level 1 and 2 personnel when needed for technical issues beyond there scope of expertise. Working together with server support, telecom and software support group in overall productivity of the network.