ICU Service Desk Resume

SUMMARY

Technical Professional offering a strong background in IT combined with management experience who thrives in fast pace, high volume environments. Proactive and enthusiastic with knowledge of manufacturing operations with use of Oracle and unsurpassed work ethic. Easily identifies and resolves technical issues and concerns. .

Diagnose, Repair/Replace failing or bad components in desktop, laptop or portable devices
Install SOHO networks, including making and installing required cables and connections
Troubleshoot and perform maintenance on printers and phone systems VOIP, Avaya
Design, Install, and Repair SO/HO Computer Networks
Drive and storage technologies such as RAID, NAS and LVM
Wireless Network Support and install, configure and troubleshoot wireless access points
Virus and malware mitigation and cleaning infested computers
Familiar with types of malware including - Ransomware, Spyware, rootkit, Virus, worms and Trojan horses
Understands user authentication including Remote Authentication Dial-In User Service (RADIUS) and Terminal Access Controller Access Control System(TACACS+)
Understands protocol security; IPsec; tunneling; DNSSec; network sniffing; Protocol spoofing
Familiar with basic encryptions including: SSL, S/MIME, PGP, EFS, Bitlocker and VPN
Understand DNS and DHCP systems
Implement basic wireless networks, and various topologies
LAN, WLAN Implementation, Maintenance, Security & Troubleshooting
Software; driver; operating systems; applications; Windows Update; Windows Server Update Service (WSUS)
Backup and restore; disaster recovery; clustering; AD restore; folder redirection; data redundancy; uninterruptible power supply (UPS)

PROFESSIONAL EXPERIENCE

Confidential

ICU Service Desk

Responsibilities:

Provide support to both Spanish and English users in enterprise level environment to user that have issues.
Fulfill termination request tickets from human resources in a timely manner.
Follow up with tickets as need until resolution.
Use of Active Directory when provisioning VPN for user or unlocking a user’s account.
Reset user passwords in many applications such as Oracle, AS400, Windows, iFactory, ect….

Confidential

Operations Supervisor

Responsibilities:

Lead employees using performance management development process that provides an overall context and framework to encourage employee contribution and includes performance development planning
Review quality failure reports as well as metrics to ensure shift continues to progress and sustain success
Resolve issues in regards to safety, performance and grievances between employees promptly
Oversee production and quality test for units being made daily
Work on continuous improvement projects as well as 5S
Accurately track performance, attendance and other metrics

Confidential

Fiber Optic Service Lead

Responsibilities:

Provide excellent customer service to all customers that call in with issues and inquires
Troubleshoot VOIP, TV service and High speed internet issues to provide a prompt resolution
As lead tech use tools, such as AMS5500 to resolve help resolve IHD techs customers
Deescalate irate customers that call in and provide them with a solution
Provide Premium tech support to customer that have purchased it, with items such as port forwarding, printer setups, PC tune-ups, configuring networks by MAC address.

Confidential

U-Verse Tech Support

Responsibilities:

Resolved customer complaints and concerns with strong verbal and negotiation skills
Displayed courtesy and strong interpersonal skills with all customer interactions
Inform customers on self-help as well so if another issue occurs they know what to do
Exceeded utilization standard (90%) with 100% utilization each month
Successfully completed over 1000 maps per year and created templates for (POMIS)

Confidential

Data Entry

Responsibilities:

Carefully reviewed all work performed to ensure accuracy and timely transmission
Prepared reports for incoming and outgoing shipments for warehouse workers to pull or pack
Receive Scripts and insert information into Helix then send PSR’s to Doctors with Carepath
Compiled, sorted and verified the accuracy of data before it entered
Loaded machines with required input or output media such as paper, cards, and disk