SUMMARY

• 10+ years of experience performing client interfacing desktop support, electronically and over the phone
• 10+ years of experience delivering onsite and/or remote installation, configuration, analysis, repair and support in an office environment
• 2+ years of experience using ticketing systems such as Remedy and Auto - Task
• SQL experience
• 10+ years as a field service technician
• 10+ years of customer service experience
• SLA and SLO project documentation experience
• Strong oral and written skills.
• Demonstrated ability to train others on hardware and software replacement or upgrade skills
• Demonstrated ability to train others on hardware and software troubleshooting skills
• Demonstrated ability to train users on basic knowledge of VOIP phones.
• Demonstrated ability to train others on basic knowledge of Lotus Notes.
• Provided coordination and oversight for technology moves, adds, changes and deletes.
• Provided oversight for Hardware Inventory activities.
• Provided oversight for Cable management activities.
• Imaging/reimaging hardware
• MDM Management
• Excellent understanding of Corporate Policies, Change Requests, and Help Desk Requests
• Intermediate knowledge of Windows Operating Systems.
• Demonstrated ability to monitor workload and incident statuses to provide escalations for incidents based on current procedures and service level agreements
• Capable of working individually or as part of a team
• Available to work extended hours when needed, including evenings and weekends to meet project deadlines or resolve issues.
• Readiness to travel
• Excellent at diagnosing and determining resolution for extremely complex technical issues
• Excellent at developing and maintaining effective relationships with internal and external users.
• Demonstrated interest and aptitude in technology and technical issues
• Exceptional at communicating customer status, concerns, and issues to the appropriate account manager, management, and support personnel.
• 6+ years’ Cisco conferencing systems and AV setup
• 10+ years’ experience performing client interfacing desktop support
• 3+ years’ experience with Windows 10, Microsoft Office 365
• 10+ years network printing
• 10+ years’ help desk ticketing systems
• 6+ years’ experience with Windows 7, Microsoft Office 2010
• 10+ years delivering onsite and/or remote installation, configuration, analysis, repair, and support in an office environment

TECHNICAL SKILLS

• Adobe Acrobat
• Ghost Enterprise
• Symantec Security Suite (SEP)
• ServiceNow
• SCCM manager
• ITIL
• Team Viewer
• MS Office 365
• MS Office 2010
• MS Project 2016
• MS Visio 2016
• Microsoft Exchange
• Avaya One-X
• Remedy Helpdesk Tracker
• SQL Server
• Cisco Jabber
• Skype for Business
• WebEx
• AnyConnect
• VitConnect
• Network Assistant
• SQL
• Active Directory Manager
• SharePoint
• SecureDoc Encryption
• Citrix
• Zoom
• InTune

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Specialist

Responsibilities:

• Supporting IT equipment in large corporate environment
• Desktop/laptop Tec support
• Windows 7/10 operating systems
• Provided support for mobile devices, printers, scanners, wireless, VPN, etc.
• IMAC Support - IT equipment Install/Move/Add/Change
• Maintained repairs, spare parts, and components
• Research and troubleshoot problems
• Maintain system configurations and documentation
• Tracked and resolved customer incidents and requests through the ServiceNow tool
• Troubleshoot and resolve hardware and software issues for Windows devices
• Backup, restoration, and migration of user data
• Provided support for networking, server, and telecommunications technologies
• Provided Printer and peripheral device support
• Inventory management of IT assets including asset auditing
• Ability to research and follow appropriate KB articles
• Ability to work on-call and other after-hours support needs
• Provided Executive support and various other tasks associated with deskside services
• Always available to provide support at other client locations as needed
• 6+ years of experience supporting Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware
• Able to uphold a positive attitude always, even under stressful conditions
• Experience supporting remote facilities and users
• Excellent verbal and written communication skills
• High level of professionalism and strong personal interaction skills
• Ability to perform in-depth research and troubleshooting for complex technical issues
• Ability to prioritize and complete all work tasks with minimal supervision
• Ability and willingness to learn new technologies
• Provided Deskside / Desktop / End-user Computer experience in a corporate environment
• Proven ability to handle challenging, rapid-response user support
• Proven ability to balance, prioritize and organize multiple tasks

Confidential

Deskside Support Representative

Responsibilities:

• Responded to requests for technical assistance via phone, electronically
• Diagnosed and resolved technical hardware and software issues
• Researched questions using available information resources
• Advised users and customers on appropriate action
• Followed standard help desk procedures
• Logged all help desk interactions
• Redirected problems to appropriate resource
• Identified and escalated situations requiring urgent attention
• Imaging/reimaging hardware

Confidential

Field service engineer and Computer Technician

Responsibilities:

• Managed the network support for multiple sites and end users.
• Managed support for all A/V equipment (Ikon)
• Verified submission of all forms for billable hours and capital expenditures
• Delivered the successful completion of all cabling projects in progress (GCS).
• Managed the deployment of server replacements at multiple locations, including corporate offices ( Confidential, Dell, HP)
• Managed successful inventory assessment and data management projects (NCR).
• Delivered the setup and configuration of barcode scanners and printers. (AT&T)
• Delivered the successful completion of RF mapping and surveying project of 911 Cell towers from Miami, Fl. to Augusta, Ga. (Marconi/Alltel/911)