SUMMARY

• IT professional with 15+ years’ experience working on Help Desk/Service Desk and Help Desk/Desktop Support.
• Enjoys a fast paced environment, one that is progressive with mutual respect and support among all.
• Strive for total quality, believes in being a team player, using the team approach to accomplish goals and develop strategic plans, detail - oriented, self-starter that has the ability to work independently and a belief that excellent customer service is a priority.
• Always willing and interested in learning new skills.

TECHNICAL SKILLS

• Desktop Support
• Desktop Troubleshooting
• Software Installation
• Desktop Configuration
• PC Repair / Refurbishment
• Software Applications
• MS Office 97 - 2016 (O365)
• Norton Ghost
• Antivirus and Spyware Utilities
• Windows 9.x - Windows 10
• Acronis Imaging Software
• Adobe Acrobat Professional
• Active Directory
• NGOS Load (Imaging Software)
• Microsoft SharePoint
• Lotus Notes
• Altiris eRoom
• GroupWise
• Remedy (PMTS)
• Android Phones/iOS
• Outlook 9.x - 2016 (with NK2 file)
• Numara Footprints
• Mobile Iron
• Exchange Account Setup
• Service Desk
• RSA SecurID and PKI
• Cisco Call Center
• ServiceNow
• Lync/Skype for Business
• Cisco VPN Software
• GlobalProtect Palo Alto VPN
• Citrix Client
• Quest Software ActiveRoles (ARS)
• Various Remote Assistance Tools
• SAP Agentry Client/Work Mgr Setup
• Microsoft OneDrive
• Safend
• LogMeIn Remote Software
• Nexus
• Yardi
• Property Solutions (Entrata)
• FTP Software
• Deep Freeze
• Winzip
• Bitlocker
• Dreamweaver
• Fireworks
• Photoshop
• Ulead DVD Workshop
• Knozall File Management

PROFESSIONAL EXPERIENCE

Confidential

Service Desk

Responsibilities:

• Unlock user accounts and reset passwords as needed in Active Directory, SAP and other proprietary applications
• Setup, unlock, reset RSA SecurID and PKI tokens (Multifactor Authentication)
• Provide Bitlocker keys
• Triage tickets
• Provide mobile device support (iPhone) using Mobile Iron
• Supported Cisco AnyConnect VPN
• High volume call center

Environment: Windows 7-10, Microsoft Office 2016 (O365), Outlook, Active Directory, Skype, ServiceNow, Internet Explorer 11, Chrome, Windows Defender, Bitlocker

Confidential

Service Desk

Responsibilities:

• Unlock user accounts and reset passwords as needed in Active Directory,
• Network connectivity troubleshooting
• Provide remote support for printers, hardware and software remotely
• Update and configure virus and spyware removal software
• Provide mobile device support (iPhone, Android)
• Supported Cisco VPN
• Install applications
• High volume call center

Environment: Windows 7-10, Microsoft Office 2016 (O365), Outlook, Active Directory, Dameware, Remedy, Internet Explorer 11, Chrome, Windows Defender, Bitlocker

Confidential

Help Desk

Responsibilities:

• Provide technical support on call center using remote assistance software for printers, hardware and software
• Install, configure, upgrade and test software for customers
• Respond to and resolve technical requests from users using Atelier Web Remote Commander, Remote Assistance or Remote Desktop for printers, software and any computer/network issue
• Update and configure virus and spyware removal software, monitor request calls for potential patterns and issues and recommend action
• User accounts and reset passwords as needed in Active Directory and other application products
• OneDrive for Business, setup OneDrive and verify syncing, troubleshoot issues with OneDrive
• Map printers and share drives Environment
• Help customers with password recovery
• Respond to Service Desk tickets via ticketing system and phone
• Reset connections in Parallels 2X (Trapeze and Spear)
• Voicemail Resets
• High volume call center

Environment: Windows 7-10, Microsoft Office 2016 (O365), Outlook, Active Directory, OneDrive, Atelier Web Remote Commander, Remote Assistance, Remote Desktop, Parallels 2X, ServiceNow, Internet Explorer 11, Chrome, Windows Defender, Tablets, Surface Notebooks, HP ProDesk, Bitlocker

Confidential

Hyper-Care Service Desk

Responsibilities:

• Respond to Service Desk tickets via email, phone, and Skype
• Setup OneDrive and verify syncing, troubleshoot issues with OneDrive
• Create RSA software tokens for users
• Troubleshoot RSA client software issues
• Install, configure and troubleshoot SAP Agentry Client/Work Manager
• Respond to and resolve technical requests from users using Skype, Remote Assistance or Remote Desktop for printers, software and any computer/network issue
• Install applications
• Editing registry
• Troubleshooting VPN
• Unlock user accounts and reset passwords as needed in Active Directory
• Map printers and share drives
• High volume call center

Environment: Windows 7-10, Microsoft Office 2016 (O365), Outlook, Active Directory, SAP Agentry Client/Work Manager, OneDrive, RSA tokens, VPN, Lync/Skype for Business, Remedy, Internet Explorer 11

Confidential

IT Technical Support and Consultant

Responsibilities:

• Desktop Maintenance - Responsibilities include
• Install and configure operating system and applications
• Hardware Upgrades
• Imaging and re-imaging desktops / laptops using Norton Ghost
• Troubleshooting laptops / desktops, transferring data, Editing registry
• Virus and spyware removal
• Network Maintenance
• Set Permissions and shares
• Setup virus and spyware system for network
• Website consultant, updates and maintenance

Environment: Windows 2000-Windows XP and 7-8, Microsoft Office 2000-2007, Active Directory, DYMO Label Printer and print server, Trend Micro, Firefox, Dell computers and printers

Confidential

Sr. Service Desk Analyst

Responsibilities:

• Respond to Service Desk tickets via email, phone, and in person
• Respond to and resolve technical requests from users using remote assistance for printers, hardware and software
• Participate in software installation and upgrades
• Assist users with copying/moving files in Sharepoint
• Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory and Exchange
• Provide mobile device support (iPhone, Android)
• Supported VPN (Cisco and GlobalProtect Palo Alto VPN)
• Supported and helped users with browser and login issues with Nexus and Yardi
• Gained approvals for share drive access, Nexus and Yardi
• Created accounts in Property Solutions (Entrata)
• Setup/Install SalesForce Training to end users on hardware/software applications
• Update/configure virus and spyware removal software, monitor request calls for potential patterns/ issues and recommend action
• IP Phone support / setup
• High volume call center

Environment: Windows 7 and 8, Microsoft Office 2013-365, Outlook, Active Directory, Exchange, ServiceNow, Symantec Endpoint Protection, GlobalProtect Palo Alto VPN and Cisco VPN, LogMeIn Remote Tools, Remote Desktop (RDP), Cisco Unified Call Manager, Cisco Unity, Property Solutions (Entrata), Nexus, Yardi, SalesForce, Adobe Acrobat, Microsoft SharePoint, Microsoft Skype, Internet Explorer 9-11, Chrome, Firefox, Lenova computers, Bitlocker

Confidential

Help Desk/Desktop Support

Responsibilities:

• Provide technical support on call center using remote assistance software for printers, hardware and software
• Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory
• Troubleshoot and provide technical support for Microsoft Office Products
• Troubleshoot and analyze user problems related to desktop, applications and network issues with laptops / desktops
• Update and configure virus and spyware removal software
• Create user accounts in Active Directory and Exchange

Environment: Windows Vista & 7, Outlook, Microsoft Office 2003, Service Desk, Symantec Antivirus, Remote Desktop (RDP), Exchange, Microsoft Lync, Internet Explorer, Chrome, Bitlocker

Confidential

IT Technical Support Analyst (Service Desk)

Responsibilities:

• Provide technical support on call center using remote assistance software for printers, hardware and software
• Install, configure, upgrade and test software for customers
• Small projects
• Update and configure virus and spyware removal software, monitor request calls for potential patterns and issues and recommend action
• Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory, GroupWise email and other application products
• Provide consultation and quotes for recommended hardware and software
• Provide consultation, troubleshoot and technical support for Microsoft Office Products
• Participate in software installation and upgrade project using SCCM for deployment
• Provided technical support and testing during the implementation project for Public Health migration to Outlook 2010/Exchange.
• High volume call center

Environment: Windows XP, Vista 7 and 8, Microsoft Office 2003 - 2013, GroupWise Email, Outlook 2010, Active Directory, Console One for managing accounts in GroupWise, Footprints, Cisco Call Center, Quest Software ActiveRoles (ARS), Remote Desktop (RDP), Saba Learning Net, Adobe Acrobat 9 - 11, Winzip, Microsoft SharePoint, Safend, Internet Explorer 8, Dell computers