Confidential

Help Desk Specialist II // Desk Top Support

Helpdesk Analyst

• Computer software related issues Windows upgrades backups file management hard drives re-imaging installation of any software any problems caused by installing updates or new software etc
• Imaging and backup software used Symantec Ghost Cast server
• I work with various Windows OS s XP pro Vista and Windows 7 .
• Creating login and Password Reset for various types of applications being used to maintain business such as Active directory Citrix SMS Lab A4 Connect Care Bridge Medical Novell Novius Firewall PACs Premrose Kronos etc. Application Security to make sure the proper access is given to the proper user.
• I also create guidelines for all of the job duties for feature reference.
• Configure e-mail client for users to be able to use Exchange Server.
• Excessive VPN trouble shoot for we have good percentage of our employees are remote employees. Support VPN token.
• I touble shoot wireless networks.
• Troubleshoot Network printers and rout prints as needed.
• Computer hardware maintenance upgrading and replacing memory sticks hard drives CD Rom CPU Power supply expansion cards of all types .
• Add printer to end user computers as needed by opening TCP port and add them by IP address.
• Face to face support e-mail as well as on the phone support.
• I use HEAT ticketing System Application to track reported issues and notate resolutions.
• Reach out to the proper analyst on-call for urgent issues that may affect patient care.
• Help parents set up their log in to view webcam when they have a newborn through NIC-CUE application.
• Assist with GO-Live to roll out new applications by being onsite for users to resolve issues with new application immediately for any latency in resolution may affect patient care.
• Work very closely with my managers and my colleagues to always come up with new procedures getting more access to elevate the 1st call resolution rate.
• Working with Cisco routers to manage IP Telephoney setting up users and managing their passwords on Cisco Call Manager.

Confidential

ISP Tier II Tech

• Provide internet support for customers on the phone working with various Windows OS 95 98 ME 2000 XP XP pro and Vista Linux OS and Mac OS.
• I help customers with new setup troubleshoot failing connection and software issues.
• We also provide service for MS Office products.
• Help customers with e-mail issues as creating e-mail accounts deleting accounts if needed e-mail quota issues and spam filters.
• Also we provide support e-mail clients such as Outlook Express Outlook 2003 2007 Thunderbird Apple Mail and more .
• Helping customers to admin their e-mail domains such as creating e-mail accounts resetting passwords and deleting accounts as needed as well as monitoring e-mails up on customers request.
• Domain hosting as web domain hosting and e-mail domain hosting. We host MX records A records and other records.
• IPTV issues as well.
• Work with CRS ticketing System

Confidential

Help Desk Specialist II

• Provide 2nd level support for internal callers regarding Windows Accounts
• Set up Entrust Accounts. Activate deactivate and renew certificates for CapitalOne Users and/or third party users.
• Create VPN accounts and make sure that they have the right access that they need according to their Active Directory Account. That involves being a part of the correct group. Making sure that the account has the right DN.
• Grant access to external internet according to their rule.
• Create maintain FileNet Admin Accounts.
• Create maintain Otis Accounts.
• Create maintain Capstone Accounts.
• Working with ORACLE and UNIX Accounts. Keeping up with home directories and shells with constant updates.
• Working with Active Directory creating accounts deleting accounts and grant permissions to users.
• Generate production reports and submit it daily to my manager and the rest of the team.
• Worked with Archer Peregrine ticketing systems.

Confidential

Financial Service Representative II

• Provided professional banking experience to new clients and maintained excellent existing relationships
• Brought more sales to the bank based on the needs of current clients.
• Followed up with clients checked accounts regularly and provided some financial advices if needed.
• Obtained mortgage and Investments referral.
• Serviced the ATM.
• Always checked for new procedures and updates to share with my team.
• Elevated the customer service level as well as the customer satisfaction.

Confidential

Sales and Service Representative

• Assisted commercial clients with deposits and provided banking services such as searching for missing deposits make sure there were proper investigations when needed.
• Motivated other team members by making sure they get received and understood all updates.
• Build good relationships with clients through excellent customer service.
• Raised company sales by bringing in Arabic speaking customers and setting up accounts for them
• Got mortgage and investments referral.
• Received recognition for the great customer service provided to clients.

Confidential

Customer Service Attendant

• Met with clients to ensure great customer service in regards to usage of facility conference rooms
• Managed day shift including scheduling task assignments and follow-up.