TECHNICAL SKILLS

Windows Operating Systems, Active Directory, Hyper - V, VMware Workstation, Office 365, Azure AD, Confidential Exchange 2010, Confidential Exchange 2016, Confidential Office, SCCM Current Branch, Confidential System Center 2012 R2, Confidential System Center 2016, Confidential Dynamics 365, Confidential OneDrive, Confidential Teams, Mimecast, SonicWall VPN, Cisco AnyConnect VPN, MAAS 360, Citrix, Trend Micro, Adobe Acrobat, OnBase, Symantec Endpoint Protection, Ticketing Systems (Ex. BMC-TrackIT), Solar Winds, KeePass, Bit Locker, Remote Desktop, KITS Collaborator

PROFESSIONAL EXPERIENCE

Confidential

Junior Systems Administrator

Responsibilities:

• Windows 7 to Windows 10 Migrations,
• SCCM Current Branch Deployment (Images and applications to workstations. Monitoring all devices in SCCM.
• Confidential 365 (Administer Users, mailboxes and application licenses)
• Confidential Dynamics CRM support
• Trend Micro Security Console (Reports)
• OneDrive (Back up user data, folder redirection and internal file sharing)
• Set up network user accounts and Confidential Exchange / Outlook email accounts
• Active Directory to monitor user accounts, adding users to groups, modify user permissions and create security groups
• Exchange Server to create/monitor distribution groups and account mailboxes
• Confidential System Center 2012 R2 to create users’ folders, modify their permissions and create/ import printers to the print server
• Able to analyze, log, track and resolve software/hardware matters about network connectivity issues, printer and other software applications through Remote Desktop and SCCM
• Install, upgrade, operate, administer and monitor operating systems and servers (Hyper-V)
• Able to install, configure, troubleshoot hardware and software for desktops, laptops and other equipment, by established IT policies and procedures
• Assist and coordinate special projects involving workstation software installs and configurations, and perform upgrades to operating systems
• Configure, install and implement applications and software available on our IT server
• Install MAAS 360 to configure and install applications on Android and IOS mobile device platforms
• Skype For Business Server enable users and modify their permissions

Confidential

Desktop Support Specialist

Responsibilities:

• Troubleshoot and resolve issues with Confidential surface pro devices,
• Perform troubleshooting to diagnose common system problems
• Configure workstations for new users and relocating users
• Install new PC and laptop hard drives
• Use of Solar Winds to monitor our Distribution Centers and Showrooms traffic over our network
• Cleaning viruses, spyware, and pop-ups from computers and re-imaging PCs (SCCM) as required
• Monitor daily server backup reports
• Provide phone and email support for our users
• Monitor ticketing system throughout the day
• Document all technical issues with Confidential OneNote
• Provide support for all mobile devices
• Troubleshoot connectivity for network printers, routers and switches
• Set up company laptops for our Sales’ Reps (Domain, application installation and upgrades)

Confidential

Level 2 Technician / Team Lead

Responsibilities:

• Lead a team of technicians, providing desktop/ software support
• Configure and assist with gateway integration (Ex. XML)
• Troubleshooting problems with customers’ products via GoToMeeting and TeamViewer
• Troubleshooting desktop and enterprise applications, connectivity and remote access issues
• Handling problem recognition, research, isolation, resolution and follow-up for complex user problems, and referring specialty problems to appropriate technical staff
• Provided to technicians and customers on Point-Of-Sale system
• Provided to technicians and users on our M+Terminal for mobile devices
• Provided and assisted users with integration with our Quickbooks plugin
• Provided, support and integration for our users using 3DCart (Product walkthroughs, set up payment gateway with our processor)
• Assisted with construction of company website (ASP.NET, HTML)
• Created manuals for learning our products and troubleshooting them
• Tasked with new hires on our policies and products
• Provided for troubleshooting network printers
• Provided troubleshooting techniques; diagnosed, resolved, and documented hardware, software, network issues
• Used ticketing system to create, resolve and document work cases; worked with developers to resolve problems with payment gateways
• QA testing for our software (Point-Of-Sale System, Mobile System, Gateway Integration, Our online transaction portal) before being published
• Phone / email support for our users.
• Working closely with different groups within the IT department to complete all open tickets in a timely and accurately

Confidential

Level 1 Technician

Responsibilities:

• Daily activities included resolving print queues, installing network applications and file processing for banks
• Monitoring and documenting results for all bank processing reports
• Provided desktop support to all in-house users and supporting all remote users via GoToMeeting
• Creating documentation on workstation build process
• Diagnosing and removing viruses and spyware from our users
• Installation and configuration of desktop and laptop internal components for repairs or upgrades such as memories and hard drives