SUMMARY:

I am looking to be part of an organization with a dynamic workplace that will allow me to grow professionally through the acquisition of new skills and experience. Throughout my career I have developed strong communication, troubleshooting and major incident management skills (E.g., transitions, proof of concept, escalations, etc.), always striving towards an optimal customer service.

SKILL:

Lotus Notes

Active Directory

RSA Security

AirWatch

CRM Software: Service - Now, SM7, CA Service Desk Manager, Remedy, and IBM Maximo.

SCCM

Office 365

OKTA

IDM

Linux

AWS

Cloud

EXPERIENCE:

Global Support Technician

Confidential

Responsibilities:

• Providing frontline Fanatical Support to all service levels within Confidential Technology, including dedicated accounts, cloud accounts, private cloud accounts and public cloud accounts as well as AWS support.
• Troubleshoot and compile information about failed OS services on Windows servers
• Troubleshoot and compile information about low disk space on Windows and Linux and AWS servers.
• Troubleshoot High CPU Alerts from Windows and Linux devices.
• Troubleshoot Low Disk Space alerts on Windows, Linux and devices within AWS.
• Check on Filesystem Inaccessible alerts on Linux devices.
• Manage SSL processes with DigiCert and Thawte.
• Manage DNS Zones for Confidential Technology’s customers.
• Provide documentation and guidance to inquiries over chat and over the phone.
• Critical incident management.
• Working the ticket queue’s latency to avoid tickets breaching the SLA.

Help Desk Support Specialist

Confidential

Responsibilities:

• Providing extremely professional and very high quality Customer Service over the phone.
• Keeping personal backlog well updated and taking care of SLA’s
• Outlook support
• Office 365 support
• Hard and Soft Token administration
• VPN connectivity support
• Account administration such as account unlocks and password resets
• Multiple domain support.

IT Support Technician

Confidential

Responsibilities:

• Keeping IT inventory up to date.
• Assisting users with various cases related with Office 365 issues
• Hardware troubleshooting, diagnosing and replacing.
• On Site connectivity troubleshooting and maintenance.
• Connectivity user assistance.
• All computer system related procurement assistance.
• Connectivity and functionality printer support.
• User assistance with connectivity and functionality issues on Mobile Devices.
• Troubleshooting and overall managing of communication technologies, including: VOIP, analog, and digital extensions.
• Documentation of incidents, requests and all the work done is carried out through ServiceNow.
• Keeping IT inventory up to date.
• Assisting users with various cases related with Office 365 issues
• Hardware troubleshooting, diagnosing and replacing.
• On Site connectivity troubleshooting and maintenance.
• Connectivity user assistance.
• All computer system related procurement assistance.
• Connectivity and functionality printer support.
• User assistance with connectivity and functionality issues on Mobile Devices.
• Troubleshooting and overall managing of communication technologies, including: VOIP, analog, and digital extensions.
• Documentation of incidents, requests and all the work done was carried out through IBM’s Maximo.

Process Expert

Confidential

Responsibilities:

• Staff recruiting.
• Knowledge transfer question creation.
• Ensuring proper absorption of the information presented during KT sessions.
• IBM Notes SOP creation.
• POS devices support.

Process Expert

Confidential

Responsibilities:

• Major incident management.
• Active directory administration (blocking/unblocking accounts, password resets, check folder accesses, etc.)
• Computer Domain troubleshooting and support.
• AirWatch and Mobile Iron L2 troubleshooting and support.
• SCCM (software and update pushes and also used for remote troubleshooting)
• Assisted users with authentication issues and administration of their OKTA profiles.
• Providing admin rights for users through AD upon request.

Service Desk Analyst

Confidential

Responsibilities:

• Providing extremely professional and very high quality Customer Service was a must.
• Backlog management to make sure SLA was compliant.
• Call duration monitoring
• Creation of knowledge articles for different divisions of GE.
• L2 support provided to Cisco VPN Client system.
• L2 support provided to Odyssey Wireless client
• Over all support and management of hard and soft RSA Tokens.
• Provided support for Microsoft Outlook.
• L2 support provided for Juniper and F5 VPN networks
• Took over chat team administration, ensuring compliance of the SLA.
• Completed SLA reports for chats in a daily and monthly basis.
• Assisted with the and on boarding process of new employees for various software and business apps used by GE.

Service Desk Analyst

Confidential

Responsibilities:

• Took ITIL foundations course provided by Confidential Automation
• Assisted in the creation of KB articles.
• In charge of decreasing the backlog left by the team previous to the transition.
• Received and provided L2 support for F5 VPN system.
• Over all support and administration carried out for hard and soft RSA Tokens.
• Active directory administration.
• Became part of the Lotus Notes escalations group.
• Received to become part of the escalation team for SAP issues.