SUMMARY:

• Seeking a position within a progressive organization that will allow me to utilize my skills and al .
• 10 years’ experience in IT Desktop/Helpdesk/OS, trouble - shooting/Analyze, and Asset Management support for both hardware/software.
• 6 years’ current experience in Professional Customer Service support in a call center environment - IT and Industrial.
• 8 years’ experience as Business and Data Analyst performing Project Support, Financial, Supply Chain, and Procurement Analysis.
• Expertise in IT processes, hardware support, asset management and reporting, customer service, call center support, administrative, and office management processes, data analysis and data entry
• Documentation management, MS Outlook, Excel, Word, PowerPoint, One Note, Project, Access database, and SAP.

PROFESSIONAL EXPERIENCE:

Data Entry/ Data Content Management

Confidential, NEW YORK, NY

Responsibilities:

• Provided real time updates of train time departures and arrivals into the new FindMyWay application database for Confidential Customers.
• Entry of time sensitive data, provide feedback to application developers, reports to management, suggested changes to improve app functionality.
• Responsible for three new employees on entry and reporting for project.

Customer Service Support

Confidential, Apex, NC

Responsibilities:

• Provided professional phone support to customers in support of Hand Tools division.
• Administrative support, initial level technical analysis of issues with tools, customer support at Level 1, 2 in a call center environment.
• Actively Listened to Customer requests for Warranty return, New Order entry, cancellations, and updates, or accounting blocks to orders.
• Communicated and reported using SAP, Cisco Agent, and Cisco IM agent, MS OneNote and Outlook IE, Word for documents.

Sr. Technical Analyst - Contract

Confidential, Raleigh, NC

Responsibilities:

• Provide timely professional technical support to 15,000 end-users, and VIP’s at 4 locations in North Carolina for Energy provider.
• Analyzed, imaged and trouble shoot issues on PC’s, laptops, cellular devices, specialty rugged laptops, printers.
• Asset Management using a Scanner and uploading to an internet-based database (internal) reported the status of all assets at locations to management monthly, followed up on missing assets according SLA’s and to maintain SOX compliant.
• Checked HP Blades servers in 4 locations running on Windows 10, responsible for reboots after pushes and patches.
• Assisted end-users with Telecom issues in conference rooms.
• Responsible for keeping up with 2 projects for security updates on Sony Rugged laptops in 3 locations and installation of new reporting software, SOX compliance.
• Performed related communication and of end-users and VIP’s via phone, remoting sessions, IM chat, emails, documentation of issues Incidents within the Picasso/Remedy ticketing environment.

Technical Analyst/Helpdesk - Contract

Confidential, Raleigh, NC

Responsibilities:

• Provide timely customer service and professional technical support and analysis.
• Remoted, performed Break/fix to support 10,000 end-users and VIP’s to resolve issues on Laptops, POS and Printers.
• SCCM to manage security pushes and upgrades to software.
• Checked servers and ensured integrity after pushes, reboots.
• Ensured that each instance of assistance met with SLA’s, reported each incident in Remedy Ticketing.

Customer Service, Technical Support

Confidential, Raleigh, NC

Responsibilities:

• Provided Professional technical customer support at Call Center to Cox Cable/Internet/Telephone Customers.
• Analyzed, trouble shoot all technical equipment issues or cable signal and cable codes on customer accounts, created new accounts.

Help Desk Technical Support

Confidential, Cary, NC

Responsibilities:

• Provided Level 2 support and Customer Service to all end-users and VIP’s.
• Using ServiceNow for tickets and reporting.
• Desktop support for end-users via remote access to resolve issues with software, mobile devices, network printers,
• PC’s, laptop, and laptop encryption.
• Checked Servers after system pushes as required.
• Active directory was used for end-user password resets or access to software.

Help Desk, Tech Support

Confidential, NC

Responsibilities:

• Assisted end-users and VIP’s of all OSHA via phone and remote sessions
• Cisco Desktop Manager for communications.
• Analysis of and responsible for reporting project status.
• Used SCCM to check on servers and SCCM for management of deployment of security pushes, LAN hub as needed for performance after pushes, reboots and ran patches.
• Ticketing in Remedy and Monitored SLA’s.

Software Migration, contract

Confidential, Houston, TX

Responsibilities:

• Responsible for receving assets and logging into ServiceNow ticketing, and SCCM, ensuring security compliance - SOX.
• Performed staged/timed Imaging on a large bench in IT Lab on all new Dell Laptops (Windows 7 OS) and installed all other software (determined through Active Directory, per user) for all site employees, and VIP’s.
• Servers with the Dell Blades were assessed daily, some reboots and pushed patches.
• Checked on Network Switch, and routers in certain areas of campus.
• Trained end-users, VIP’s on Windows 10 environment to assure usability.

Customer Service Support, IT Help Desk, Desktop Support

Confidential, Beaumont, TX

Responsibilities:

• Assisted customers both local and remote with installation of licensed software, trouble shoot issues.
• Reported Asset Management of all outstanding assets through active calling from daily list assigned, and when contractors (nurses and doctors in multi-states) called into the helpdesk using Lo-Jack for Laptops to ascertain the location of the asset.
• Emailed daily reports of Excel Spreadsheet of Status of Assets to the Asset Management manager.

Business/Project/Data Analyst, Supply Chain

Confidential, Houston, TX

Responsibilities:

• Responsible for the support and maintenance of procurement product, and pricing information in two global internet databases.
• Completed the required administrative duties using MS Word, Excel, PowerPoint, and Outlook for reporting purposes to management.

IT Support Tech, Executive Assistant

Confidential

Responsibilities:

• Executive Assistant to 2 VP’s and 3 engineering groups and Management using MS Word, Excel, Access, PowerPoint, JD Edwards for expense and financial reporting to management.
• Level 1, Level 2 IT Support of Dell Laptops running Windowsfor these groups
• Assisted with end-user (employees, and VIP’s) on software after Windows re-imaging, checked servers for any issues.
• Troubleshooting Desktop and Printer issues to achieve resolution.
• SCCM for management and security to system after pushes, and deployments
• Installation of licensed engineering software where required.
• IT Asset Management reporting on laptops, reported monthly to IT management.
• Incident, Ticket management through Excel, and Administrator in Active Directory to maintain user system access.

Project Administrative Support, IT Support

Confidential, Houston, TX

Responsibilities:

• Level 1, and 2 IT Support of internal end-users and VIP’s with end-user and resolved issues.
• Server checks after pushes, reboots and reported is issues with pushed patches.
• Hardware (Laptops, PC, Printers, Conference room Telecom) trouble shooting and resolution of issues 2000, 2003, 2006, 2008
• Reported to IT management for any lost/stolen asset management issues.
• Analyzed issues with desktop and Printer issues, break/fix, replacement/reimages. 2000, 2003, 2006, 2008
• Customer Service via phone, logged calls in Access data base. 2000, 2003, 2004
• Worked directly with clients on various projects, Responsible for gathering information pertaining to stolen assets.