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Deskside Support, Remote Desktop Support, And Mobile Device Management Resume

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Chandler, AZ

SUMMARY:

  • Lead administrator Confidential international enterprise level supporting over 2,000 internal office employees and remote WAH or home based end users. Organized scheduling with managers for new employee on boarding and setting up of new user enterprise software access, on laptops, desktops, mobile devices, hotspots / Wi - Fi, HP and Ricoh printers, scanners, fax, hardware, software, device manager. Along with Targus cable locks, and end users Avaya / Cisco VOIP hardware and software for office desk phones.
  • Experience repairing hardware and software break fix issues for laptop and desktops face to face with end user repairing hardware and software on the spot along with assisting users with Windows 7 to Windows 10 migration, installation, refresh, and troublshoot compatibility issues.
  • Activated all BYOD and enterprise mobile devices for 1st time set up / activation on the spot Confidential TechRx walk up IT booth and over the phone using MobileIron,VMWare Air Watch Workspace ONE and DUO Mobile enterprise mobility managment, Microsoft Intune, Symantec SEP Mobile, provided mobile dvice management access to end users, set up Outlook Enterprise Email credentials (SSO) on various iPhone models and various models of Android mobile devices, and tablets, etc.
  • Migrated end user’s enterprise mobile devices via VMWare Air Watch Workspace ONE for Office 365 enterprise migration on all BYOD and enterprise Apple and Android device models including tablets.
  • Lead administrator of maintenance for enterprise mobile device management software and hardware platform using various iPhones, Androids, and tablets. Using VMWare Air Watch Workspace ONE, XenMobile Device Manager by Citrix, Worx Home, Secure Hub by Citrix, DUO Mobile, and Telegistics Mobility Management Platform - emobile Gistics to admin enterprise mobile devices.
  • Troubleshot various Windows servers Windows 2000, Windows 2003, Windows 2008, and various Windows OS and Mac OS operating systems and hardware on enterprise end user desktop and laptops and mobile devices in office and remoted into users machines on daily bases nationally in the US and internationally.
  • Managed over 500 Confidential employees across the United States and end users based offshore.
  • Used SYBA Multi - Function Disassemble Tool Kit for hardware break fix and mandatory manufacture hardware recall isues Confidential 's TechRx walk up IT booth.
  • Tracked Confidential hardware assets for shipping, replacement, and loaner devices via ISA.
  • Lead administrator of Microsoft Exchange Management Console Outlook 2010 / Office Pro 365 and Windows Server and Operating Systems.
  • Various software I administrated, troubleshot, and used are VDI VMware Horizon (Administrator), McAfee End Point Encryption ePolicy Orchestrator (Administrator), Cisco Unity Connection (Administrator), Auto Build, RTS /SIM / System Center Configuration Manager (SCCM), AVAYA System Management Interface,, Citrix Receiver (Administrator), Service Now, Office 365 / OneDrive, along with typing command prompt lines into CMD while troubleshooting desktop and network issues when needed.
  • Proven excellent communication skills, both written and oral in the United States and Offshore within various American enterprises.

PROFESSIONAL EXPERIENCE:

Confidential, Chandler, AZ

Deskside Support, Remote Desktop Support, and Mobile Device Management

Responsibilities:

  • Contributions: Resolved Service Now incoming, task and backlog tickets via face to face and end user walk ups in office and over the phone with remote users using Jabber, Skype, DameWare and Remote desktop.
  • Troubleshoot Windows servers Windows 2000, Windows 2003, Windows 2008, Windows7, Windows Vista, Windows XP, Windows 2000, Windows 8, Windows 10 operating system migrations and hardware. Along with data back up on rebuilds, refreshes and hardware swap out and repairs. Also, troubleshot DELL, HP, various Thinclient hardware models, Confidential internal software, Citrix software and Apple / Mac software and hardware, etc.
  • Guided users setting up enterprise mobile devices and BYOD with MobileIron, VPN Pulse Secure, DUO Mobile, jabber, WebEx for Confidential in office CSICO video and audio codex for conference rooms configurations.
  • Along with Google brwoser and G Suite and Gmail enterpirse application troubleshooting on mobile devices, laptops, and desktops.
  • Troubleshot CISCO server switches with strcutrued cabling and routing cables to correct swhitches and ports Confidential office and in Confidential retail stores in Arizona.
  • Set up new users work stations VOIP CISCO phone Confidential desk, HP ThinClients, Laptops and desktops with 2 or more DELL or HP display monitors along with keyboard and mouse.
  • Troubleshot Catalina Mac OS / Apple laptop, desktop, and mobile devices OS and applications. Guided users through troubleshooting applications after Catalina OS upgrade. Guided users through installilng and re instsalling of Catalina along with running Mac OS command lines for Catalina updates, etc.
  • Troubleshot MS Office Suite (XP, 2003, 2007) MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio and prtinging issues in office and for remote users as well.

Confidential, Phoenix, AZ

Deskside Support, Remote Desktop Support, and Mobile Device Management

Responsibilities:

  • Contributions: Perform Windows OS desktop, laptop, and thin client machine rebuilds, renames, refreshes, and install Windows 7 to Windows 10 migrations and work with end user face to face and over the phone after migration to troublehshoot various Windows 7 - Windows 10 migration issues and end user specific profile issues.
  • Performed Windows 7 and Windows 10 bare - metal installation on DELL, HP, and Lenovo machines.
  • Set up new Confidential employees office cubicles with proper cabling for desktops, laptops, docking stations, thin clients, mice, keyboards, monitors, mobile devices, Tagrus cable lock, and VOIP phones for first time use.
  • Troubleshot Wi-Fi network for WAH users and users using Confidential and Confidential & Confidential ; Mi-Fi hotspots, iPhone, and Androids.
  • Troubleshot enterprise hotspots, WAN's, and Wi-Fi on Confidential built laptops, and various building modems and routers, desktops, and thin clients.
  • Used SYBA Multi - Function Disassemble Tool Kit for hardware break fix issues repairing laptop and desktop hardware on the spot Confidential TechRx IT walk up booth.
  • Troubleshoot BitLocker disc encryption, SOPHOS disc encryption, Office 365 Suite, Regedit, Cisco AnyConnect VPN, SYMANTEC VIP Access, Skype, Active Dirctory (AD HELP), Confidential IT NOW, etc.
  • Managed, administrated, activateed, set up, and troublshoot enterprise mobile devices and BYOD via VMWare Air Watch Workspace ONE on iPhones and Android mobile devices Confidential IT Walk Up Booth TechRx and over the phone on a daily basis.
  • Troubleshot and activated Confidential & Confidential and Confidential enterprise mobile deivce hardware, SIM card issues, applications isues, and mobile operating system issues; on various iPhone models, various Android models, and various Tablet models, Wi-Fi Routers, Modems, and Mi-Fi hotspots.
  • Throubshot CiscoAnyConnect VPN, Active Directory, SQL, various mainframes, install RICOH and HP printer, scanner, and fax, software and hardware for various printer models for WAH and in office and offshore users; using RTS / Remote Desktop / Remote Connect to remote into local machines and Citrix Virtual Machines to install software troubleshoot OS, applications, hardware, and cabling issues.

Confidential, Scottsdale, AZ

Remote Dekstop Support

Responsibilities:

  • Contributions: Received incoming IT calls and tickets via Autotask ticketing system for client Confidential .
  • Troubleshot Windows desktops and Microsoft Surface Pro laptops and Mac operating systems on desktop and laptops in the office and remote users. Added and checked for permissions in Active Directory for VPN and mobile device management configurations.
  • Installed, set up, and troubleshot FortiClient VPN / s, Checkpoint VPN / s, along with managing mobile device enterprise application management VMWare Air Watch Workspace ONE and DUO Mobile device administration.
  • Troubleshot and activated Confidential & Confidential and Confidential enterprise mobile deivce hardware, SIM card issues, applications isues, and mobile operating system issues; on various iPhone models, various Android models, and various Tablet models, Wi-Fi Routers, Modems, and Mi-Fi hotspots.
  • Remoted into end user’s machines via TeamViewer, SCCM, and Skype to troubleshoot and take screen shots of end users’ machine. Ran various CMD and PowerShell scripts to troubleshoot and confirm machine is set up correctly. Troubleshot Office 365 settings and suite on various Windows 7 - 10 machines and various Mac OS software and hardware. While troubshooting I educated users about Office 365 suite features and how to use them on their various Windows and Mac machine models and varoius mobile device models.

Confidential, Phoenix, AZ

Remote Desktop Support, Mobile Device Management and then Promoted to Lead Supervisor

Responsibilities:

  • Contributions: On boarded new Confidential employees around the United States by setting up time zone and date of onboard via Outlook calendar with all levels of Confidential management through the United States.
  • Managed 40 to 20 Service Now (SNOW) ticketing system tasks, incidents, and request within the onboard ticket to make sure all tasks were completed by on board date of new employee each day. Set up employees AVAYA or CISCO IP phone, laptop, desktop, and remote users to make sure they are connected to LAN or WAN ports. Guided user through logging into McAfee Drive Encryption for first time. Set up user’s VPN s and credentials, set up users shared calendars, shared email box, via providing permission in Microsoft Exchange Management Console, and Windows server, Office 365 suite / OneDrive, and operating systems for each new employee when needed.
  • Lead administrator for permissions in Active Directory and Active Sync for enterprise mobile phones; which were iPhone models, iPad models, and Android devices.
  • Administrated and Installed mobile device apps via VMWare Air Watch Workspace ONE, Citrix Duo Hub, and Citrix Secure Hub on mobile devices for mobile email access.
  • Troubleshot and activated Confidential & Confidential and Confidential enterprise mobile deivce hardware, SIM card issues, applications isues, and mobile operating system issues; on various iPhone models, various Android models, and various Tablet models, Wi-Fi Routers, Modems, and Mi-Fi hotspots.
  • Before being promoted to Lead Supervisor, Troubleshot and resolved inbound information technology calls, outgoing calls, escalated calls from Confidential . Remotely accessed Confidential and affiliate end user’s computer through SKYPE, TeamViewer, and BOMGAR Console. Remoted into user’s machine to troubleshoot and take screen shots of issues for Confidential proprietary financial software such as ResWare, Agency Secure, AIM +, Sure Close, Salesforce within Outlook, ADP, Title Workplace, and Stewart Workplace.
  • Guided users through activating Confidential & Confidential and Confidential Jetpacks, iPhones, iPads, and Androids.
  • Used Service Now ticketing software (SNOW) and Autotask to manage and create tickets for incidents, service request, and tasks for end users and escalate tickets to correct IT departments.

Confidential, Scottsdale, AZ

IT Service Help Desk / Remote Desktop Support

Responsibilities:

  • Contributions: Resolved inbound information technology calls and Emails from Confidential employees on CVS encrypted network. Remotely accessed end user’s computer through Dame Ware and GoToAssist software and troubleshot various proprietary Confidential software.
  • Administrator of enterprise Active Directory (LDAP) and troubleshot Windows XP, Windows 7, Windows 8, Windows10, and various Mac OS. Along with troubleshooting enterprise laptop and desktop hardware as well.
  • Set up home and office HP, Ricoh, printers on company LAN and WAN.
  • Troubleshot SOPHOS encryption security software along with System Center Configuration Manager (SCCM) and Windows Office 365 suite / OneDrive.
  • Used various command lines in the CMD to fix end user OS along with basic Windows troubleshooting knowledge and CVS knowledge base. Set up Cisco AnyConnect VPN along with Symantec Endpoint security tokens for both hard and soft tokens. Installed digital VPN s on end user’s machines to access Confidential remotely.
  • Reset passwords and troubleshot Confidential domains in active directory including Citrix Duo Hub, Citrix Secure Hub, AS400 (Mainframes), Windows OS Login, VPN access for Cisco AnyConnect, Windows servers, Linux servers, and Unix servers.
  • Used and troubleshot Internet Explorer web browser, Opera web browser, Mozilla Firefox web browser, Google Chrome web browser, Brave web browser, Vivaldi web browser, and Safari web browser. Created incident and task tickets using HP Service Manager and escalated tickets to correct IT departments internally and externally.

Confidential, Chandler, AZ

Customer Service & Technical Support

Responsibilities:

  • Contributions: Resolved incoming calls regarding complex billing and technical issues pertaining to end user accounts and all models of cellular phones along with accessories sold.
  • Administrated and troubleshot iPhone hardware and software models 3, 4, 5, 6, 7, and beyond, iPad OS, Android OS, BlackBerry OS, Samsung OS, HTC OS, LG OS, and basic phones. Along with troubleshooting Confidential mobile networks 3G and 4G LTE; Wi-Fi, and enterprise LAN and WAN's.
  • Troubleshot various SIM card issues, applications isues, and mobile operating system issues on iPhones, Androids, Flip phones, Tablets, Wi-Fi Routers, Modems, ChromeCast, Roku's, and Mi-Fi hotspots.
  • Processed payments for customers, tracked shipping orders via USPS, UPS, and Fed Ex. Sold and up sold tablets, basic and smart phones; based on customer needs and lifestyle. Sold and troubleshot device accessories and various device features which best matched customers technological needs.
  • Educated customers about VZW LTE cellular network settings and data usage through 3G and 4G LTE cellular networks, hot spots, bluetooth, Mi-Fi, and Wi-Fi.

Confidential, Phoenix, AZ

Pharmaceutical Benefit Management Member Service Representative

Responsibilities:

  • Contributions: Received incoming calls from insured members, doctors, and physicians.
  • Advising them of insurance plan co - pay structure, deductibles, overrides, member processing information, and pharmacy processing information.
  • Advised of eligibility for prior authorizations, ran trial claims in DOS operating system.
  • Explained direct member reimbursement process and appeals process for any users having issues.
  • While multitasking and researching information in Catamarans knowledge base using DOS operating system and Info Tracking software notated and coded calls.
  • Followed HIPPA law for all incoming call and accounts.
  • Resolved appliance delivery issues which helped Confidential save money for damaged appliances delivered to customers homes.
  • Empathized with the customer and frugally compensated the customer or appeased customer as needed.
  • Used DOS OS and windows OS to process all appliance exchanges, parts request, sales, and delivery time request.

Confidential, Phoenix, AZ

Technical Support

Responsibilities:

  • Patiently and successfully guided customers through resolving satellite signal issues, resetting receiver hardware, cables, remote controls, setting functions, telephone connections, and Confidential online account login and billing issues.
  • Along with technical support I resolved escalated complex billing issues using the Confidential billing ledger software and educated customers about Confidential program pricing tiers, billing statements, different payment options, and payment transactions.
  • Sold and upgraded equipment to customers based on their budgets and technical specifications of Confidential products.

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