PROFESSIONAL SUMMARY:

Confidential has experience working for major corporations in Minnesota, providing end - user support face to face, over the phone and remote assistance. Deals with vast clientele providing Security support and implementation for any IT needs, also has been a part and supervising/ managing/ leading IT Help Desk Teams and Projects. Communicates effectively, both verbally and in writing, including discussing and presenting recommendations. Has strong analytical, logical, and problem-solving skills to adapt to new information, shifting priorities, changing conditions, or unexpected obstacles. Multi-task oriented and keep multiple issues on track simultaneously . Organized, detail-oriented, proactive, self-motivated, dependable, and driven by excellence.

TECHNICAL SKILLS:

• Installing, configuring and administering network technologies
• Trained in OTDR testing and light measurements using J - berd 2000, 4000 and EXFO-930
• Data Center Technician
• Active Directory management
• TCP/IP protocol troubleshooting
• Routing concepts
• Bridging and switching concepts and LAN technologies
• Basic Configuration & VLAN
• Basic Configuration & monitoring
• Changing group, and assign permission on resources, recover of root password
• BackB up and restore of all critical resources including router & switches IOS
• Proxy Server on Linux and windows
• Security administration port security on switch and IP security on Router via Access list
• Secure NFS Servers with multiple Clients for File and Disk sharing
• Computer and mobile devices assembling and maintenance.
• Troubleshooting hardware and software problems.
• Installing and configuring the peripherals, components and drivers.
• Android and IOS hardware and applications.
• VeriFone credit card terminals, Windows based Point of Sales systems
• Motorola inventory scanners, Multifunction printers, Routers and switches
• Patch panels, Ethernet cables, DSL modems and broadband, Coaxial cable installs

PROFESSIONAL EXPERIENCE:

Confidential, Stillwater, MN

Application Support Engineer

Responsibilities:

• Provide Tier 3 IT application support to external and internal customers
• Perform troubleshooting and assessment for issues that come in
• Utilize ticketing systems to prioritize and respond to support issues and requests
• Provide support updates to the application team for continuous improvement
• Engage in excellent customer service
• AD account support and troubleshooting
• Cisco VPN support and troubleshooting
• Windows Care Support and troubleshooting
• Service now support and troubleshooting
• Remote desktop support
• Support Enterprise Quote team
• Coordinate with teams and resolve all complex application and system issues.
• Design and maintain expertise in flow of application process and systems related to company.
• Administer and resolve applications issues, provide updates and perform root cause analysis.
• Plan, execute books and implement applications and configuration change procedures to ensure optimal Quality assurance for all applications.
• Develop, sustain and evaluate delegated business processes and related applications.
• Supervise all alerts related to application and system procedures and provide services proactively.
• Maintain good professional relationships with counterparts of engineering and customer support departments.
• Install and prepare tools required for proper functioning of website front line applications on regular basis.
• Organize and implement projects ranging from small to medium size and provide assistance to all processes under guidance of team Senior Engineers.
• Perform root cause assessment and debug all issues on server domain, and availability of applications.
• Coordinate with departments and QA departments and administer code migrations in various environments and production outputs.
• Provide support and identify all issues and prepare appropriate documentation all issues and solutions.
• Manage all production system and recommend ways to optimize performance and provide solution to problems and prepare reports for all problems.
• Identify and provide resolutions ranging in complexity from medium to high.

Confidential, Plymouth, MN

IT Help Desk Support Lead

Responsibilities:

• Team Lead, managed Windows 10 Migration Deployment Project \ Incident Management
• Provide expert on-site and remote service support for all assigned tickets.
• Review assigned tickets and resolve support issues remotely and on-site.
• Discuss high-level technical issues with Customers.
• Provide advice about technical issues and make recommendations to Customers.
• Work Call center environment driven by metrics- 99% over the phone
• Manager in-charge of the Windows 10 deployment team
• Manage 10 users for the deployment project
• Manage Information related to Security and email flag.
• Migrated 4000 users from Windows 7 to Windows 10
• Manage Automation tools for security.
• Helped Linux Administrator to manage devices.
• Manage SCCM Server for deployment.
• Provide first and second level support for upgraded users to windows 10
• Participate in device collection, configuration, and upgrade of client endpoint devices
• Track and coordinate activities for incident resolution.
• Communicate system outages and incidents appropriately to all areas of the business.
• Facilitate or participate in incident triage meetings internally and with vendors.
• Maintain and audit incidents in database to ensure data integrity.
• Prepare and report out root cause analysis.
• Participate in executive leadership meetings that focus on root cause and open incidents.
• Provide metrics and reporting.
• Conduct and document incident lessons learned sessions.

Confidential, Anoka, MN

IT Help Desk Support Lead

Responsibilities:

• Team Lead of Information Technology Team
• Lead all support IT help desk calls, create a ticket or escalate to proper department.
• Helped with NOC team if no one is available, taking call and escalate issues to NOC group.
• Responsible for issues related to laptops, and peripherals, such as personal digital assistants.
• Took care of the second-level desk side issues that the first level was not able to solve “Convergeone”.
• Managed, Set up and configured and reimaged computers for new users.
• Responsible for any physical work relating to the computers, such as repairing software or computer hardware issues
• 99% over the phone - Call center environment driven by metrics
• Helped Remote users - 70% employees were remote users
• Set up and troubleshoot VPN connectivity
• Helped users to install Propriety software
• Supported Windows 8 and 10
• Supported Microsoft Shop/Office Applications
• Supported HEAT and Service Now
• Supported Active domain
• Admin and support for Office 365 and Cisco AnyConnect
• Supported SharePoint website.

Confidential, Minnetonka, MN

IT Help Desk Support/ Data Center Technician/ Fiber optics Tech

Responsibilities:

• Ensure Data Center Operation success through network, server, and infrastructure monitoring
• Installed, cleaned and performed OTDR and loss testing on customer single mode fiber optics
• Installation from underground splice point to demark for wireless phone provider
• Trained in OTDR testing and light measurements using j-Berd 2000,4000 and EXFO-930
• Served as team member; trained and managed staff on installation, cleaning and testing fiber optic cables
• Responsible for staff scheduling and customer resolution
• Documented and reported results for later evaluation
• Serve as first point of contact for customers needing assistance or turning up new services
• Install network gear
• Act as first line of defense for Data Center crisis, including natural disasters and power failures
• Remote commonly used team email templates for better professionalism
• Drafted and revised over thirty key procedural documents, resulting in reduced training an time
• Helped implement change control committee to handle policy and procedure changes efficiently
• Appointed senior abuse representative for legal issues regarding DMCA, copyright and network attacks.
• Managed and supported Service Now
• Managed and lead- supported IT help desk calls, created a ticket or escalated to proper department/s.
• Helped NOC team in taking calls and escalating issues to NOC group.
• Responsible and lead for issues related to laptops, and peripherals, such as personal digital assistants.
• Took care of the second-level desk side issues that the first level was not able to solve “Converge one”.
• Set up and configured computers for new users.
• Responsible for any physical work relating to the computers, such as repairing software or computer hardware issues
• Helped moving the equipments around in the office.
• Took care of all XRS projects involving IT, or network issues
• Worked with users to identify computer problems and advised on the solution
• Logged and kept records of customer/employee queries
• Tested and fixed faulty equipments
• Responded in a timely manner to service issues and requests
• Provided a high level of customer service to users and helped troubleshoot hardware, software and network issues (1,100,000 assets in more than 70 countries)
• Notated all activities performed in ServiceNow ticketing systems
• Utilized Knowledge base to follow standard operation procedure
• Handled over average 60 calls per day to support HP IS-equipment such as HP workstations and laptops

Confidential, Richfield, MN

Retail Operations Analyst

Responsibilities:

• Provided a high level of customer service to store agents to troubleshoot hardware, software and network issues Notated all activities performed in ServiceNow ticketing systems
• Utilized Knowledge base to follow standard operation procedure
• Supported Cisco switches, and routers PuTTY, and Virtual Network Computing, remote computer, OS server based reimage system
• Supported Windows Server based reimaging support Acronis OS deployment tool win 7/ 8/ 10
• Daily supported Confidential IS-equipments
• Participated in acknowledging of issues related to end-users and escalated by the Service Desk support to their applicable priority
• Supported ServiceNow system
• Supported requests as received via IT Request system
• Updated IT processes

Confidential, Bloomington, MN

Customer Service Help Desk

Responsibilities:

• Day to day support tasks in support of on-site (campus) and off-site (remote) end users
• Received, acknowledged and addressed end-user issues escalated by the Service Desk staff according to their applicable priority (high or standard)
• Ensured appropriate ticket details as required within the ServiceNow system
• Received, acknowledged and fulfilled end-user requests as received via IT Request system
• Completed daily, weekly, and monthly reports; to include, but not limited to time submittal, TFS updates, status reports, inventory stock level monitoring, Kronos updates, At Task updates etc.
• Participated in Agile task generation, update IT processes
• Handled customer inquiries, complaints, billing questions and payment extension/service requests.
• Repaired trust resources for problem resolution and design best-option solutions.
• Interfaced daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

Confidential

Technical Support Analyst- IT Support

Responsibilities:

• Provided level 1 and level 2 hardware and software support to users via phone
• Supported Windows Server based reimaging support via Acronis OS deployment tool
• Supported Windows 7 / 8 / 10 / and Mac OSX
• Supported all Apple hardware and software devices troubleshooting on iPhones, iPads, MacBook, iMacs
• Supported to Mac OSX and iOS Programming
• Provided technical support for incidents that were reported on first contact and escalate complex problems to dedicated support group to ensure prompt and efficient resolution
• Utilized Global Request System application to track and manage user issues to ensure accurate records.
• Supported Microsoft Office for Mac 2016
• Supported (Spyware), Virus Issues on Mac OSX
• Supported Hardware: Printers for Mac OSX

Confidential, Brownsville, TX

Technical Support Analyst

Responsibilities:

• Provided level 1 and level 2 hardware and software support to over 20,000 users via phone, remote access and email
• Supported Help desk and remote computers
• Network Administrator for TCP/IP, DHCP, DNS, NAT, Cat5 Drops, cabling systems, patch panels, CISCO routers-switches-firewalls, SSH, SSL, IPSec
• Supported Office 365, Exchange Server and Authentication (801.1x)
• Supported network and wireless
• Supported Windows and Mac devices.
• Supported Android, Apple iOS- Tablets, smart phones, Wi-Fi, surveillance cameras GSM repeaters
• Provided problem management support for incidents, which could not be resolved on first contact and escalated complex problems to dedicated support group resources to ensure prompt and efficient resolution
• Utilized Tivoli and Peregrine service desk applications to track and manage user issues and to ensure accurate records
• Supported Microsoft Office, Outlook, Internet (Spy ware), Virus Issues, Oracle, Operating Systems (Mac OSX, Linux, WINXP, WIN7, WIN8, WIN10), Mainframe
• Supported Hardware support: Printers, iPhone, and iPads and Android devices
• Responsible for training new employees and contractors as primary member of the training Management team
• Offered training to ITIL based service management team
• Supported Cisco Network Switches/Routers/firewalls, Active Directory, Fax Over IP Servers, Systems Management Server
• Supported MS Terminal Server and Remote App
• Supported MS Dynamics NAV, MPLS and VPN, Internet Information Server
• Supported Avaya IP Office Phone System