TECHNICAL SKILLS

• Microsoft Office Windows XP, Windows Vista, Windows 7Windows 10 Active Directory
• SCCM SharePoint
• Remedy ADI
• Bomgar Cabling
• Hardware and Software installation Customer Service

PROFESSIONAL EXPERIENCE

Migration Technician

Confidential

Responsibilities:

• Working with Centene, a healthcare company Serve as the primary contact in providing customer service and technical support to internal partners and vendors regarding their Windows 10 Migration.
• Design, build and/or test new systems, processes or services
• Respond to requests for new services
• Document workflow of processes within the organization
• Investigate, research and troubleshoot more complex IT related issues
• Perform new user IT training and communication of IT policies and standards
• Perform scheduled departmental audits and report findings to management
• Techs will be responsible for working directly with the users on any/all post - migration support issues and ensuring everything went smoothly from migration the night before.
• Techs will complete the rest of the migration to Win10 as needed and follow up on any HW tracking from previous night’s migration.
• Checking SCCM to verify if all software has been installed and to install software.

IT Service Desk Analyst

Confidential

Responsibilities:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Write training manuals.
• Train computer users.
• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Receives incoming phone calls to create incidents and requests, records tickets and resolves in adequate time frame ensuring expected customer satisfaction.
• Investigate, troubleshoot and resolves reported problems in timely and efficient manner.
• Opens, tracks and closes calls and request tickets.
• Supports business/technical applications and features.
• Contributes knowledge to the Knowledge Database
• Adheres to ITIL processes.
• Coordinates service provider group escalation responses and provides follow up on contacts.