TECHNICAL SKILLS

• WIN XP/VISTA/WIN7/WIN10
• Outlook
• Symantec Enterprise Vault
• Microsoft Lync
• TeamCenter
• UNIX
• Windows NT
• Windows Server
• OS/2
• MSOffice 2003/2007/2010 /365
• Windows Internet Messenger
• Windows Live
• Trend Micro Antivirus
• Symantec Enterprise Vault
• IPASS
• Aventail VPN
• Nortel Contivity VPN
• MalwareBytes
• MS Terminal Services
• RAID
• TCP/IP
• DHCP
• WINS
• DNS
• MS CHAP/EAP
• Wireless networking
• Wireless encryption
• USB 2.0 and 3.0
• RSA Security
• Active Directory
• RSA hardware and software token security
• Citrix
• BlackBerry Enterprise Server
• BlackBerry Internet Server
• BlackBerry Desktop Manager
• EPIC L1 Help Desk
• Symantec Ghost
• Norton Antivirus
• Norton 360
• AnyVizor network monitoring
• RMM tape management system
• Touch Paper Case Management
• ATT/Sprint/Verizon Communications Manager
• MS ACCESS
• Progress
• HP Service Desk
• Sametime
• Carbon Copy
• Smart Device Manager
• SCSI
• WebEx
• Altiris Client Service
• Internet Explorer
• Kintana
• Hummingbird
• Putty
• Ariba
• Atrion
• Quick Putty
• Mozilla Firefox
• Chrome
• Microsoft Edge
• AppShare
• ServiceNow
• Teamcenter OMF Maintenance
• AD Users/Groups/Devices Access
• Application/hardware access
• Sitescope
• Solid Edge ST4
• Remedy
• IBM Notes
• Progress Report Writer
• Dell/HP Laptops and PCs
• Ricoh and Lanier Multifunction Devices and control software
• HP Laser and DeskJet Printers
• Epson Deskjet Printers
• DSL modems/routers
• Zebra thermal transfer printers
• SCSI controllers and disk drives
• STK/IBM/HP tape libraries
• Wireless routers/modems/access points
• FAX modems
• Tethering
• BlackBerry 8000/9000 series smart phones
• Cisco 2950 routers

PROFESSIONAL EXPERIENCE

Help Desk

Confidential, Cincinnati, OH

Responsibilities:

• Member of a temporary (1 week) help desk created to handle high level call flow generated by a weekend upgrade to the corporate EPIC electronic health records system. EPIC is the backbone of the Mercy patient care and wellness operations. This enterprise software was pushed out to thousands of desktops at all Mercy hospitals and affiliated doctor offices/clinics in a number of states.
• This help desk team was allocated a telephone line separate from that of the regular corporate help desk.
• The EPIC software encompassed most elements of patient care and management: admissions, patient discharge, lab testing, radiology, vital sign monitoring, emergency room/department, surgery, radiology and imaging, scheduling of patient rooms, in - patient and out-patient procedures, charting of patient care, administration of medications, and other operational functions of a large scale healthcare corporation. Callers represented all levels of EPIC users: management executives, administrators, doctors, nurses, therapists, technicians, registrars, etc. Incidents ranged from new EPIC users needing login help to users unable to find documents, schedule appointments, print doctor orders, scan or merge documents and images, etc. Issues were reported by a wide variety of departments, specialties and users.
• The tickets were routed using ServiceNow to a special team of programmers/ developers who were assigned to the push. The special help desk team was disbanded after peak call volume had subsided. Incidents were then routed to the permanent help desk.

Incident Commander

Confidential, Mason, OH

Responsibilities:

• Monitored performance and operations of the company’s global enterprise network and operations on a 24/7 basis. (Examples of GE businesses and teams served included Healthcare, Aviation, Transportation, Capital, Appliances, Oil & Gas, Power, Corporate Infrastructure, Corporate Networking, Wintel and Unix Server Operations, SSO Security, Cloud Operations, Database Operations, Application Support, Web Support and Voice Communications and Instant Messaging.) Investigated P1 and P2 incidents involving hardware/software/user/vendor issues. Contacted customer to determine the business impact of an incident, the number of persons/sites involved. Verified with customer that incident was properly reported as to ITIL level.
• Determined impacts on production, GE personnel, GE vendors and GE facing users and vendors. Verified that the correct hardware, applications teams and vendors had been assigned and had responded to the issue. Opened IM chats using Cisco Jabber involving the relevant hardware, OSnetworking, applications and other teams across the enterprise.
• Led voice bridges involving all stakeholders. Group chats and bridges were designed to assist as well as keep the personnel working the incident focused and on track. Updated Service Now tickets with progress information and sent updates to stakeholders.
• Escalated tickets as needed to team leaders, persons on-call, business owners and managers as well as division and upper level managers when required. Kept tickets up to date, including
• Reason for Outage, ETR, Root Cause, and how the incident was solved. Created problem tickets when needed for recurring issues. Handed off incidents to the incoming shift being sure to explain the important events of the incident, the business impact both to the business and to GE as a multidivisional, worldwide corporation.
• Contract ended when Global Command Center operations were moved by GE to Alpharetta, GA.

Network Command Center Technician

Confidential, Florence, KY

Responsibilities:

• Monitored performance and operations of the company’s enterprise network. Investigated software/hardware alerts, performed basic incident analysis and troubleshooting for mainframes, servers and network operations at the company’s headquarters and for branch banks located across the US. Verified connectivity with branch switches and routers.
• Created NOC incident tickets and contacted L2 teams for problem resolution. Monitored servers for active security breaches. Escalated incidents as needed. Performed password resets for users.L1 Help Desk

Help Desk Agent

Confidential, Cincinnati, OH

Responsibilities:

• Provided L1 Support for mechanical engineers worldwide who were users of P&G’s proprietary Global Design Software and Siemens Solid Edge MCAD software. Created Problem and Incident Management tickets using TrSys and Service Now ticketing systems.
• Connected to user machines for troubleshooting issue resolution using Team Center AppShare.
• Issues our desk was unable to resolve were routed to theappropriate L2 and L3 teams. Contacted users to make sure issues were resolved to their satisfaction.
• Provided user access to TeamCenter, GDS software and user groups via OMF (Oracle) database.

Upgrade Technician

Confidential, Cincinnati, OH

Responsibilities:

• Engineers worldwide. Emailed users daily to determine which users needed upgrades.
• Verified that user’s hardware met Solid Edge ST4 requirements. Wrote user procedures for the upgrade. Performed troubleshooting and resolution for upgradeissues. Confirmed with user that upgrade was successful.
• Completed project well before temporary licenses for old software expired. Then I was moved to the Solid Edge Help Desk.

Help Desk Analyst

Confidential, Sun Chemical Cincinnati, OH

Responsibilities:

• Primary Duties and Responsibilities: One of six persons on the Global Service Desk (three persons in the US and three persons in the United Kingdom) serving company employees, manufacturing plants and service centers located in North America, South America, Africa, Europe and Asia. Create incident tickets and resolve issues. Issues we are unable to resolve are assigned to Level 2 support teams located on-shore and ff-shore. Serve as liaison between users and L2 support teams during and after the problem resolution process. Maintain Change Management system creating RFCs and ensuring that Change Management procedures and policies are followed. Add/disable Active Directory Accounts for new hires and terminations. Provide user access to network resources via Active Directory Distribution and Security group memberships.
• Create WebEx Host accounts. Provide after hours on-call support to users in North America and Europe. Prepare weekly and monthly Service Desk Operations reports.
• L2 Technical Support Tasks Performed: Diagnose PC hardware/software issues. Reimage laptops and desktops. Support MSOffice 2003/2007/2010 including Lync, Internet Explorer as needed. Perform monitoring and troubleshooting of network connectivity issues involving TCP/IP, DHCP, and DNS issues. Install and troubleshoot broadband data cards. Install operating system and application software updates on user desktops. Provide total support for BlackBerry devices (creation of BlackBerry
• Enterprise Server accounts, hardware issues, modem tethering, and BlackBerry Desktop Manager.) Place online orders for devices and service plans from ATT and Verizon. Perform troubleshooting of BlackBerry/Outlook synchronization issues. Tune user systems to increase performance through defragmentation and file cleanup. Perform virus scans and virus removal. Remove obsolete or virus created Windows user profiles. Map share drives and printers. Configure wireless networking on laptops and assist users in configuring/ troubleshooting wireless networks at company branches and at employee homes. Configure Outlook on user PCs. Map user printers and share drives. Create and update Service Desk documentation. Monitor Lanier and Ricoh multifunction machines and printers using Smart Device Monitor. Terminate hung
• Terminal Services sessions. Issue Problem Alerts and Downtime Notices to affected user groups.
• Software supported by our Helpdesk on an L2 Level: Windows XP Professional SP3, WIN7, Internet Explorer, MSOffice 2003/2007/2010 , Microsoft Lync, Symantec
• Enterprise Vault, NetMeeting, WebEx, Altiris Client Service, Trend Micro AntiVirus, MalwareBytes Antivirus, Touch Paper Case Management Software, Aventail VPNNortel Contivity VPN, BlackBerry Desktop Manager, ATT and Sprint Communication Managers, and IPASS Communications software. SAP GUI User Interface.

L2 Helpdesk Analyst

Confidential, Blue Ash, OH

Responsibilities:

• Strived to provide a high level of customer satisfaction while facilitating the fastest possible resolutions to business-critical break/fix situations in an export-controlled environment.
• Using ITIL methods and processes I served as a case manager forresolution of 2-hour/4-hour break fix incidents and outages for Confidential clients worldwide. Cases handled include everything from a single printer problem to server/mainframe/application issues to regional network outages and unplanned hard data center shutdowns and crisis situations impacting production, network accessibility, and financial reporting.
• Perform incident triage and provide an interface between the Level I Helpdesk, Level 2 and Level 3 teams, IM users/owners, technical personnel, and GE business managers. Escalate calls to Operations Managers on Call as required. Issue email notifications and hourly outage updates to GE clients and managers.
• Provide updates as needed to Confidential ’s Global Infrastructure Services Command Center. Conduct technical and business bridge calls to facilitate issue resolution. Marshall resources worldwide as needed to deal with outages/incidents.
• Document progress of each incident/outage in HPSD.
• Monitor nine remote VSAM locations, restarting mainframe processes and escalating issues when needed. Change SOX user passwords for a number of user applications. Boot data center servers as required.
• Tools used include HPSD, Kintana, Hummingbird, Putty, Quick Putty, and SameTime. Left when GE contract went to another vendor.

Tape Operator

Confidential, Mason, OH

Responsibilities:

• Operator doing daily tape backups for Confidential 's worldwide computer operations in a VMS/Unix/Sun/NT environment. Equipment includes 3480, 3490, 3590, tape cartridge machines. IBM ATL, HP ESL and STK Timberline 9490 and 9990 silos and cartridge machines. Monitor backup jobs for abnormal ends, check drive allocationsremove jammed tapes from IBM ATLs. Escalate problems to command center. Check servers and components for proper operation. Conduct tape audits, initialize and label tapes using RMM software. Named 3rd shift team leader in June 2003. Left for HP when project contract went to another vendor.