Migration Technician Resume

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.