- Additional understanding of Servers and Account Management
- Motivate and inspire team members, maintain healthy group dynamics, intervene when necessary to aid the group in resolving issues communication and interpersonal skills with excellent troubleshooting and problem - solving abilities
- Comfortable with working with High level Executives, Accustomed to working flexible shifts, Rotating shifts, on Call shifts, and 24X7 access
- Win/MAC, Network troubleshooting (connection, authentication, etc.) TCP/IP, DHCP, FTP,
- Wireless Networking; Network, Local Printer Zebra Printers Installation and repair; Windows 10, 7 Operating systems, Office 365, iPhone and Android Phone setup, Lotus Note, Security badge administration, Cisco Call Manager administration, Reimaging Data Backup and Recovery, Account Administration, Conference Rooms AV and Cisco Phones, Skype, Crestron system setup and troubleshooting
- Altiris Desktop deployment tool, Land Desk, SCCM, Experience with Desktop Remote Control tools (i.e. Bomgar, LogmeIn, TeamViewer, etc.), Help Star, Trackit, Remedy, Magic, Help Star, Track it, CompuCom s-cubed Ticketing Systems, Cisco VPN client, Citrix, Microsoft AX, Poet, Cisco Call Manager software, ITSM Experience, Jira
- Responsible for troubleshooting Level 2 & 3 before escalation to next Level.
- Completed troubleshooting and documentation of such steps, responsible for daily monitoring and follow up of all open tickets and customer related issues.
- Completed customer call backs and closed tickets.
- Communicate with and provided training and support to end users and staff on equipment operation and other technical issues hardware software and networks.
- Backed up and reimaged computers.
- Installed, configured, tested, maintained, monitored, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, Conference Rooms AV and Cisco Phones system setup and troubleshooting.
- Maintained an inventory of all specialized software, computers, printers, scanners, and other peripheral equipment.
- Maintained up-to-date knowledge of relevant procedures, hardware, software, and network systems.
- Comfortable spending time on phone support and meetings, projects, tasks, and assignments.
- Utilized remote support tools to troubleshoot and assist with issue evaluation and resolution.
Deskside Support Specialist
- Monitored and followed up calls in help desk queue using (Service Now & Maximo ticketing system.
- Provided support for hardware &software issues over the remotely and in-person.
- Provided resolution and assistance to Windows7 and MS Office related problems.
- Provided minimum resolution and assistance to Apple users, provided resolution and assistance to standard supported applications.
- Installed and reimaged computers using SCCM tool.
- Responsible for Asset Management, deployment and recovery, assisted in asset upgrades and replacements.
- Avaya/Cisco phone administration.
Deployment Tech Support\Computer
- On-boarding and off-boarding of all employees.
- Laptop/Desktop upgrades for existing employees.
- Imaging, configuring and deploying Computer and Telephony equipment.
- Setting up Cisco phones and voicemail administration.
- VPN token and account creation and administration for new employees.
- Reclaiming equipment of departing employees and processing as per procedure.
- Upgrading existing employees to new PC laptops and desktops.