Desktop Technician Resume

SUMMARY

Motivated individual with 10+ years of direct client/customer service and technical experience
IT Field Service Experience with broad knowledge of computer and computer network maintenance support
Varied experience with updating procedures, creating internal and external subject aids, and instructional material
Moderate knowledge of Microsoft Exchange and Active Directory Administration
Moderate knowledge of Microsoft Azure Cloud Services
Advanced knowledge of Microsoft Office 365 Administration
Moderate knowledge of Windows PowerShell and Exchange Management Shell syntax and operation
Moderate PowerShell scripting knowledge for Office 365 Setup, Deployment, and Administration.

PROFESSIONAL EXPERIENCE

Confidential

Desktop Technician

Responsibilities:

On - site desktop support for faculty and staff.
Management of records concerning inventory and billable hours for work performed.
Assessment of issues forwarded from help desk and call center teams.
PowerShell and batch scripting for patches, fixes, or other utilities as need arises.
Maintenance of computer labs to maintain compliance for security and operation standards.
Remote management where possible via Connectwise: Automate
Collaborate with A/V, Networking, and Management teams for large-scale deployments and projects.
Identify potential campus-wide issues and fixes to address with other Tier 3 technician.
Work with Inventory for staff requests and eLearning setups for lecture halls.
Provide training for staff and faculty for eLearning sessions, recording, and broadcasting.
Creation of a custom PowerShell profile for use by the Help Desk and Call Center Teams in an effort to automate a portion of their regular tasks such as program installations, configuration of various settings, and end-to-end re-installations for some programs when troubleshooting is unable to resolve issues.

Confidential

Business Systems Analyst

Responsibilities:

Backup for primary Senior Management over On - boarding and Vendor Management for large-scale project.
Meticulous management of records concerning contractors being on-boarded for a large-scale, multi-year project.
Scripted manipulation of Excel files and data gathering for reporting.
Tracking of Contractors, vendors, rates, program tracks for each individual contractor being on-boarded.
Automation of various tasks for record keeping such as users reporting to various managers on a day to day basis and listing delta changes for tracking.
Assignment of Active Directory groups and specific permissions based on user positions within the project.
Record-keeping of contracts, rates, duration of contracts, and users assigned to contract from per vendor.
Keeping track of updates for users that have contract near expiry to determine if a move to new contract, renewal, renegotiation, or release from contract is needed.
Automation of tracking user activity to ensure accuracy of time sheets submitted by both user and vendors to ensure contract fulfillment and dictate necessity of resources.
Liason for new users and vendors for initial setup of users being on-boarded remotely.
Primary point-of-contact for specific issues with user access to necessary work applications.
Windows PowerShell scripting to manipulate Excel files and other data into an Excel-friendly format.
Management of roster containing information regarding the Programs, Users, Program Management, and Contact Information for all involved in the project.

Confidential

Premier Service Support Engineer

Responsibilities:

Assist IT Professionals and End Users in the administration of Office 365
Premier Support for Office 365 for Business and Enterprise subscribers
Moderate usage and knowledge of PowerShell scripting for advisement, automation, and issue reproduction purposes.
Maintain environments for purposes of reproduction and testing.
Determine where applicable to route cases under specialty requirements such as direct developer access, or specific product group escalations requiring core service engineering expertise.
Address replication issues across the service replicating from On - Premise, Cloud, and Hybrid Active Directory environments.
Maintain communications in alignment with Service-Level Agreements (SLA) that has been dictated by customer or Technical Account Management.
Utilize internal, external, and Microsoft granted resources to continue to provide the best level of support.
Maintain clear communications with both clients and involved Microsoft personnel.
Act as a liaison between IT Professionals and various internal teams in resolving issues
Utilization of processes for service impacting Severity 1 issues while maintaining communications and information relayed to both customer and internal development teams until remediation.
Engage in critical communications with internal teams and customers to determine action plans for resolutions.

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