Summary

Information Support Specialist position that utilizes excellent customer service skills technical knowledge experience and certifications to provide a quality service experience.

Value Offered

• Ability to resolve complex configuration issues using technical problem solving skills.
• Ability to communicate effectively whether verbal written face to face or over the telephone with customers and coworkers.
• Ability to communicate complex issues in non-technical terms.
• Ability to work as part of a team as well as independently.
• Ability to be flexible and adaptable to change in a fast-paced environment.

Experience

Confidential

Voice Engineer

• Troubleshoot assist users and resolve networking hardware and software problems at remote locations.
• Provide configuration testing and installation of Cisco s enterprise telecommunications system.
• Provided knowledge and experience with Cisco Call Manager Cisco Unity/ Cisco Unity Connection and Cisco Unified Communication technologies

Help Desk

• Contracted to UNC Healthcare
• Assisted clients over telephone during migration of Epic via telephone.
• Worked with Windows 7 Microsoft Office and Heat call system.
• Ensured that the helpdesk phone was answered within the defined Service Level Agreements

Confidential

Desktop Support

• Handled incoming work orders emails and phone calls for a customer base of over 1500. Installed and troubleshot a variety of software packages in a Windows environment utilizing remote access software and desk-side visits.
• Set up and troubleshot various printers scanners and other peripherals
• Assisted users with account setup data backups and general usage of desktop and laptop PC s.
• Laptop VPN configuration and support using Cisco products
• Delivered written daily reports to supervisor.
• Worked with Help-desk Ticketing systems Excel spreadsheets and various databases data input/updates only no programming.
• Maintained systems to meet or exceed client security requirements.

Confidential

System Administrator

• Contracted to GlaxoSmithKline
• Assist in upgrading lab computers from Windows XP to Windows 7
• Assisted client with running of break/fix tickets
• Research and resolve lab computer hardware and software problems.
• Identify troubleshoot and analyze computer related issues.
• Software platforms Windows XP Microsoft Office Microsoft Access Lotus Notes Active Directory Remedy and VPN. Hardware platforms Dell Lenovo HP ChemStation Perkin Elmer AB Sciex Analyst Lecia Wallace Zebra.

Confidential

• Contracted to Confedential
• Perform new workstation setups and configurations in Windows network environment.
• Configured new phones for new employees on Cisco VoIP Phones.
• Research and resolve personal computer hardware and software problems.
• Perform general maintenance tasks related to hardware software and network configurations.
• Software platforms Windows XP Windows 7 LAN Desk Unidesk and VMware

Desktop Support

Confidential

• Assisted client with running of break/fix tickets.
• Duties included hardware and software break/fix issues on desktops laptops and local and network printers.
• 2010-2010 6 week assignment

Desktop Support

Contracted to Coastal Federal Credit Union. Assisted client with the configuration data migration and installation of 125 computers and 40 monitors. Also helped client with inventory of existing systems.2010 2 week assignment

Desktop Support

Confidential

• Temporary assignment to assist with the aftermath of a Groupwise to Outlook migration.
• Assisted clients with software configuration issues over the phone and client Confidential

Field Technician III

Confidential

• Identified troubleshoot and analyzed computer related issues.
• Determined appropriate course of action and conducted repairs modifications and upgrades of internal components and peripherals.
• Software platforms Windows XP Microsoft Office Microsoft Access Lotus Notes Remedy and VPN. Hardware platforms Dell IBM Lenovo HP.
• Supported client base of 500 in 7 buildings with 99 of SLA s satisfied.
• Trained users in equipment and application use.
• Configured and repaired laptops for offsite employees

Confidential

Project and Moves Coordinator

• Contracted to GlaxoSmithKline. Managed and coordinated projects that included installs and movement of equipment.
• Coordinated computer and network printer moves to different buildings
• Team lead for network upgrade in conference rooms moving network connections from walls to conference tables.
• Team lead for network printer upgrade to network printer/copier machines. Upgraded 150 machines over 15 buildings.
• Team lead for moves on carpet upgrade project. Took down and setup systems for carpet replaced over the weekends. Replaced carpet in 3 buildings and setting up systems for 500 users with no downtime.
• Team lead for emergency move after water line break in building. Moved 200 clients to new location in two days saving user down time.

Confidential

Team Lead Desktop Support

• Contracted to GlaxoSmithKline. Responsibilities included overseeing desktop installation/migration and desktop repair groups for management out of state.
• Monitored 8 desktop install and 8 desktops repair technicians with 98 of SLA s satisfied.
• Brought on board and trained new employees
• Submitted monthly reports and tracked inventory for management using Lotus Notes database.
• Interacted with client handling escalations
• Headed network closet migration project upgrading network from 10 mbps to 100mps for 3000 clients over 15 buildings making 71 000 for Siemens.

Confidential

Team Lead Desktop Migration

• Contracted to GlaxoSmithKline. Responsibilities included scheduling and overseeing 5 technicians who installed and refreshed desktops and laptops.
• Tracked and processed ingoing and outgoing inventory via Lotus Notes database.
• Trained new employees
• Taught new hire classes on how to use new laptops