Global Help Desk Administrator Resume

SUMMARY

Proven track record of over 14 years of success meeting and exceeding objectives for clients, institutions, and service users.
Elite level of knowledge in IT operations, regularly providing full - scale services to foster growth and success; adaptable in any environment.
Experienced in software administration, implementation, and management.
Expert in trouble shooting devices, servers, trouble ticket management, backup operations, and security performance measures.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Global Help Desk Administrator

Responsibilities:

Provided leadership and guidance deploying and managing the Global Help desk system in which I created categories for local sites before they went live in addition to assisting global local techs with any escalated technological issues and managing after hour calls and escalated level 3 tickets.
Ran, managed, and debriefed others about weekly meetings among global techs, regularly providing advice and guidance to other techs and allowing for a forum where others could share their ideas and strategies to solve issues.
Aided with Infrastructure projects for Florida and Georgia sites, implementing as rewiring and IP switch-over projects, migrated global account updates, completed file server migration procedures for a variety of national offices, and oversaw the Quantum ERP system, managing all of the cloud systems operations and maintenance for the business in Fort Lauderdale.

Confidential

Advanced IT Help Desk Technician

Responsibilities:

Provided exceptional troubleshooting serv ices for local and remote users, regularly managing Sharepoint 2010, MAC OS, Citrix applications, Symantec backup exec issues, and outlook connectivity issues.
Fielded all Help Desk calls for in-house and remote users of companies Sequa and Chromalloy.
Implemented a Windows Deployment System to deploy images to PCs to minimize deployment time as well a proactive disaster recovery method, as well as new group policy changes to secure network and user devices, and enacted a Mobile Device Management application.

Confidential

Advanced IT Help Desk Technician

Responsibilities:

Led and completed a time-consuming, high-urgency project to transition 2,300 Chromalloy users from Lotus Notes to Outlook.
Processed Help Desk tickets for both Chromalloy and the parent company Confidential as well as mobile phone activation, equipment changes, and troubleshooting issues with the devices.
Maintained responsibility for creation of documentation on set up and use of Outlook 2010 client to be distributed to admins for each Chromalloy site across the globe, new computer builds and migration of data for users, and for isolating and removing malware and other malicious programs not detected by mainstream PC protection programs.
Created and maintained an inventory list of devices such as desktop, laptop, and mobile devices in order to track assets accurately.

Confidential

Technical Support Analyst

Responsibilities:

Provided technical support for SRS EHR/EMR software for over 5,200 providers promptly within our four hour service level agreement that regularly exceeded management expectations.
Oversaw software upgrades on the primary server, EDS server and client workstations in addition to regularly performing SQL maintenance, replication, and Robocopy backup.
Installed SRS with SQL and IIS as a server on laptops for providers that are required to be off -site without internet access in order to pull charts for patients to minimize downtime.