SUMMARY

• Innovative and customer - centric information technology professional with 10 years experience in troubleshooting desktop and connectivity issues with empathy and understanding. Possess superior customer service in troubleshooting, installation and support of desktops, networks, connectivity issues to and past the firewall, email problems, Office 365, Microsoft server operating systems, printers, and more. Core competencies:
• Desktop Support | Technical Aptitude | Customer Satisfaction | Data Analysis | Performance Management | Process Improvement | Problem-Solving | Help Desk Team Leader | Onsite Training | Compliance

TECHNICAL SKILLS

LINUX, Macintosh, ServiceNow, Microsoft 365, HP Asset Manager, Medical Terminology, Printers, SCCM: Windows 7, Windows 10, Server 2012, Server 2016

EXPERIENCE

Confidential

Staff System Analyst

Responsibilities:

• Provided Account Administration for Arconic to include Active Directory and Oracle among others.
• Day to day support of end users, hardware, software, peripherals, and various IT and non-IT related tasks.
• Accountable to SLA’s and quality of service standards in multiple ticketing systems
• DTI’s, Shepherds, Service Now
• Updating DTI system to represent request for BPO’s
• Admin duties in Several applications
• Security Maintenance - (application cleanups, end date accounts, contractor updates), Demand account (Create,update password, remove) OTS(Create, update password, remove)
• Training and testing where required
• Knowledge with iPads and iPhones/Androids
• Troubleshoot network related issues for end user equipment.
• Solve end-user problems utilizing phone, Skype and remote-control software.
• Account Creation and maintenance of Active Directory user accounts.
• Installation and maintenance of laptops, desktops, printers, and peripherals.
• Reviewing, developing and enhancing work instructions
• Reviewing, testing, and recommending enhancement to ASAT strategies
• Setting and running reports for various applications to gather data required
• Password resets grp - verifying accounts in EBS P599
• Work with Citrix environment setting up offsite users, maintaining the cleanup
• Setup of 3rd party users
• Data entry skills with Attention to detail
• Hardware cleanup/E-waste when needed or returning equipment
• Understanding hierarchies to submit request
• Month end reporting to finance team

Confidential

Senior Systems Executive

Responsibilities:

• Ensured tickets assigned were resolved in a timely manner and accurately documented solutions in Service Now ticketing system.
• Proficient troubleshooting in Windows 7, Windows 10, Mac, Android and iOS. Knowledgeable of Win7 and Win10.
• Provided onsite support for troubleshooting printers, desktops, laptops, and other computer hardware and peripheral equipment.
• Performed test fixes to ensure problem had been adequately resolved.
• Documented instances of desktop equipment or component failure, repair, installation, and removal.
• Install desktop/Laptop software using approved tools.
• Monitored Microsoft SCCM application and update management.
• Installed desktop/laptop software using approved tools.
• Troubleshot operating systems, LAN/WAN connection issues, software and hardware. Coordinated hardware warranty repair.

Confidential

Technical Support Representative

Responsibilities:

• Basic understanding of Security/Access Management and LDAP.
• Proficient troubleshooting in Windows 7 and 10.
• Accurately documented solutions performed in Service Now ticketing system.
• Experience remediating software remotely.
• Knowledge of executing scripts, Win7 and Win10. Proficient in UNC.
• Experience in subnetting.

Confidential

PC Support Specialist / Cobham Mission Systems

Responsibilities:

• Performed test fixes to ensure problem has been adequately resolved.
• Documented instances of desktop equipment or component failure, repair, installation, and removal.
• Installed desktop/Laptop software using approved tools.
• Engaged in basic network troubleshooting for both the internal network and for virtual private networks.
• Proficient troubleshooting in Windows 7 and 10. Supported Microsoft Office 2010, 2013, and 2016.
• Assigned provisions to appropriate personnel using Active Directory managed by Active Roles.
• Administered Exchange, Outlook, Mimecast, Symantec Enterprise Vault, Websense, and Global Protect to provide a more robust and secure networking environment.

Confidential

PC Support Technician

Responsibilities:

• Documented instances of desktop equipment or component failure, repair, installation, and removal.
• Maintained and controlled installation parameters for equipment.
• Installed desktop/Laptop software using approved tools. Troubleshoot operating systems.
• Provided OS imaging on a large scale. Experience in sub netting.

Confidential

Technical Support Representative

Responsibilities:

• Troubleshot Software and Network issues to increase customer productivity by 20%.
• Resolved connection issues with LAN/WAN.
• Updated all Service Tickets with accurate and timely records of work performed, and resolution detail.
• Coordinated hardware warranty repair.

Confidential

Service Desk Analyst

Responsibilities:

• Answered over 50 calls daily, in a call center environment.
• Increased customer productivity by 20% through troubleshooting software issues.
• Gained a basic understanding of Security/Access Management.
• Resolved customer/client issues using Microsoft Outlook.
• Provide Level 2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.
• Analyzed, resolved, responded to, and documented end user inquiries.