SUMMARY

• A passionate, enthusiastic, and principled individual with a proven ability to succeed within the helpdesk services/facilities industry. Looking for a position where I can utilize my strengths to grow with an organization.

PROFESSIONAL EXPERIENCE

Confidential

Sr. Help Desk Team Lead

Responsibilities:

• Lead the Help Desk team of 4, ensure that tickets entered via Samanage & EU calls are assigned and either resolved and/or placed on hold as required by NTG standards, also be the escalation POC for issues that require further assistance.
• Manage and update NTG image using WDS (Windows Deployment Services), confirm that image has the latest MS Security updates, MS Office updates and software/applications are licensed as needed by each dept.
• Implemented a true Help Desk SLA, work schedule to ensure there is coverage for the business, and Samanage reporting, to hold each HD Technician accountable for their daily/weekly duties and ticket count.
• Implemented a HD ACD ring group to establish call count as well as track calls taken per HD tech for ACD calls, non - ACD calls and maintain that ea HD tech is logged into the ACD line during working hours.
• Maintain inventory for all of NTG and it’s 11 remote offices, verify that ea office has the empty needed for new hires, hot swaps, hoteling for visiting GM’s or Traveling Sales team. Order Lenovo ThinkCentre M710/M73q desktops as well as Lenovo ThinkPad T470/T480/T580 with proper docking stations.
• Verify that all laptops are properly imaged, naming scheme, and added to the proper OU within AD, as well as gather domain user info to ensure that laptops are received with EU local profile already created.
• Track inventory via Samanage ticketing system, ensure that ea and every user who is approved for a laptop signs the NTG Property form and acknowledges proper usage of company property.
• Train NTG IT Interns and IT new hires with break/fix tickets and any other incidents that is needed, continue to be a mentor to all Help Desk technicians to help guide them in their IT road map, encourage them to reach for their goals. Challenge the HD team to continue to create KB (Knowledge Base) article to have Marketing dept attach with the monthly NTG news letter.
• Conduct bi-weekly meetings with remote office GM’s, gather info from them to determine how the Help Desk team can better assist them with issues/tickets and maintain open communication.
• Create new hire accounts- Office 365 email (determine which O365 E license fits their needs- E1, E3), AD, Mitel VOIP, Sonian email archive acct, SFB (Skype For Business) eFax acct, map local printers, shared drives.
• Work closely with finance dept to determine how to cut cost without losing focus on product/support and hardware.
• Approve any PTO request for HD team using ADP
• Maintain close relations with all of NTG’s external vendors to get the best pricing and product as well as high level of support as needed, depending on hardware break/fix, updating or decommissions.
• Assist EU with any hardware/software issues by using Bomgar remote session, Outlook error, application issue, and determine best route for EU if the issue can be resolved by remote session or if cannot get hands on actual empty to have them ship the hardware back and set them up on a “hot swap” desktop/laptop.

Confidential

Desktop Support

Responsibilities:

• Tier II support for Lenovo T-series laptops. Troubleshoot hardware, software, OS items, Window 7, Windows applications, Microsoft Office 2007/2016 products, and InfoPath. Create new PC/desktop items for all new hires.
• Lead daily IS meetings to review unresolved tickets, infrastructure & customer service issues.
• Monitor network switches.
• Create & terminate AD/Exchange accounts, WebEx accounts, & Skype for Business accounts.
• Assist with monthly SCCM patches from Microsoft & software applications.
• Assist users via DameWare & FastSupport Suite with issues with Citrix VDI/Receiver XenApp, Citrix Studio.
• Create & track incoming tickets entered via ISM.
• Manage Confidential BYOD via MaaS 360 MDM console.
• Maintain licensing footprint in accordance to the Microsoft Enterprise Agreement via SCCM 2012.
• Configure Cisco AnyConnect 4.2/4.5 ISE VPN client.
• Monitor network systems using WUG.
• Assist users with VTC/Polycomm conferencing system in meetings.
• Score 4.81 out of 5 in user satisfaction & resolution surveys.

Confidential

Technical Support Specialist

Responsibilities:

• Tier II Support for the Atlanta office. Ensure Tier I escalations are prioritized properly.
• Handle imaging of all Lenovo desktops & laptops.
• Manage Video Conferencing system: Crestron control panels, Cisco Codian, Tandenberg, & PolyCom.
• Support all Corporate/Personal Mobile iPhone devices using Citrix Worx app.
• Setup and deliver various hardware & AV requests within the Meeting Room Manager application.
• Collaborate within the larger IT support team to ensure the highest level of customer support & resolution.

Confidential

Senior IT Support Specialist

Responsibilities:

• Lead desktop support for PC/Laptop refresh projects; for 250+ desktop/laptops for local & regional offices.
• Initiated all desktop/laptops purchases. Created standard computer images for each department.
• Tier I & II support for all executive leadership, home office and remote users with desktop, laptop or iPhone issues.
• Create new PC/desktop items for all new hires. Create accounts for AD/Exchange, Cisco Jabber IM, & Vidyo.
• Assist with regional office moves. POC for vendors and Facilities personnel.
• Manage company issued iPhones/iPads via AirWatch MDM console. Manage Corporate Verizon account.
• Setup and assist users with VTC/Polycomm conferencing system and meetings.
• Create & track all incoming tickets via ServiceNow.
• Admin for Workday Security Group; grant users certain security features within the Workday application.
• Maintain licensing footprint in accordance with Microsoft Enterprise Agreement via Dell KACE application.
• Assist Users with issues logged into TSMMIC (Terminal Server).
• Install and configure Dell SonicWALL VPN client.
• Manage and assist Network Administrator with daily monitoring of network switches & MDF rooms. Monitor network system using WUG..