COMPUTER APPLICATIONS

• Microsoft Exchange
• Windows XP/Windows 7/Windows 8/8.1
• Avaya
• Cisco Supervisor Desktop
• Microsoft Office Suite 2010
• Remedy Footprints
• SMS/PCAnywhere/SCCM/RDP
• Desktops laptops mobile devices
• HP Printers

EMPLOYMENT

Confidential

IT Manager

• Manage 100 of the requests incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
• Prioritize numerous issues of varying severity
• Manage the resolution of all issues keeping them within accepted service levels
• Train coach and mentor Service Desk Specialists including career development. Oversee staff activities. Builds/obtains from other departments training material for support staff. As needed schedule employees working times and provide backup support. Interact with internal and external customers.
• Manage a team of 16
• Conduct staff performance appraisals
• Administer disciplinary action when required
• Administer the knowledge database and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. 20
• Provide data and reporting of KPI s and trends to IT department and others in ad - hoc weekly monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue participating in escalated calls as needed .
• Customer satisfaction weekly
• Call statistics daily and weekly
• Incident statistics weekly
• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services tools and support experience. Keep confidential all applicant client and verification and company proprietary information. 10

Confidential

Senior Helpdesk Analyst Supervisor

• Assist medical staff with the use of Microsoft Office Suite 2010 AS400 and other proprietary web based software Cerner Lawson and Kronos
• Resolve issues found on the laptops and workstations pc and Mac of the medical staff and clinicians.
• Define and establish schedules set priorities provide support/direction and deal with administrative issues as needed.
• Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested as well as effective use of the ticketing software
• Provide support for varying mobile devices Blackberry iPhone Android and iPad .
• Create and update network Exchange Lawson and Cerner accounts using Microsoft Active Directory.
• Design and enforce request handling and escalation policies and procedures
• Monitor and test fixes to ensure problems have been adequately resolved Perform post-resolution RCA
• Create documentation for any new processes or update older processes that are stored on the SharePoint or the Footprints knowledgebase.
• Generate Avaya ACD reports to track the number of incoming calls asa abandons and average amount of time that each technician is spending in ACD ACW and AUX in order to benchmark the helpdesk workload/performance and identify trends in call center issues.
• On-call Crisis Management
• Lead Change Control meetings

Confidential

Technical Support II

• Assisted medical staff with the use of Microsoft Office Suite .
• Resolved issues found on the laptops and workstations of the medical staff.
• Logged Helpdesk tickets in Remedy.
• Ran various AD HOC reports in Crystal Reports.
• Created documentation for any new processes or update older processes.
• Resolve any issues relating to the software and hardware.
• Created and maintained a database for after hours problem management support.
• Verified co-workers were trained and handled the scheduling of Technical Support Staff
• Scheduled workloads according to demand
• Worked with the medical staff to ensure self service systems were used optimally

Confidential

Sr. Helpdesk Support

• Resolved all issues relating to the software and hardware in the environment.
• Assisted staff with the use of Microsoft Office XP Suite.
• Developed a new hire form that outlined what accounts hardware and desk locations needed to be setup for the incoming employees before their start date.
• Use remote control tools to assist users with Microsoft Office Suite problems i.e. correcting formulas in Excel finding saved files creating Outlook .pst files and resolving issues at the helpdesk level.
• Send out notifications of pending scheduled unscheduled and emergency maintenance issues

Confidential

Help Desk Analyst Contract

• Resolved all issues relating to Wireless and RAS connectivity.
• Assisted staff with the use of Microsoft Office XP Suite and Lotus Notes client and web interface Notes databases.
• Provided support for Blackberry and cell phone issues and Web based applications on the Toyota Vision intranet.
• Used Microsoft SMS to provide remote control assistance to users.
• Calls were logged using a Lotus base app GWI
• Supported network printers HP .

Confidential

Help Desk Analyst Contract

• Resolved hardware and desktop issues on Windows XP win98 win95 computers and Macs in a Novell and NT environment.
• Reset student and user Novell/GroupWise passwords in JRB system as well as LYNX and FINSYS passwords via the web.
• Used Remhelp to provide remote control assistance to users