SUMMARY

• Technical Support and Network Administration. I possesses a broad range of skills and experience, including Windows Administration,
• On - Site and Remote user support, Security Administration, Access Provisioning/Management, with extensive use of Active Directory.
• I am well versed in troubleshooting and supporting mobile devices (iPhone, Android, iPad, and Tablet users)
• Wi-Fi devices and networks, password resets, new user setups, assisting users with login and PIV card issues; VPN issues, and setup and configuration of Gmail and Outlook.
• Excellent communication skills and a strong commitment to top-notch professional service with users of all abilities and positions within the organizations he serves.
• Tier I and Tier II onsite and remote support, Windows Administration
• Network Security Administration, Advanced Active Directory Skills
• Windows and Mac knowledge, Utilize and Contribute to improvements to the overall technical support knowledge base
• Accurate and thorough documentation, Excellent Communicator

TECHNICAL SKILLS:

Windows Administration: Technical Support Specialist

Desk - side Support: Remote User Support

Team Leadership/Coordination: Active Directory

SCCM Imaging and Software: MS Exchange

Office 365: User and PC Administration

Troubleshooting: Laptop PC

Smart Phones (iPhone, Android): Tablets (iPad, other Tablets)

Wi-Fi devices: Software installation and support

Issue resolution: Documentation

Windows to v. 7: MS Office all versions to 2013

Peripherals: Network Hardware

PROFESSIONAL EXPERIENCE

Confidential, Minneapolis, MN

Service Desk Analyst

Responsibilities:

• 1, 2 and 3 Tier Support for multiple internal users
• Password Resets, Software Deployments, Break Fix, remote troubleshooting and support.

Confidential, Richfield, MN

Hardware Asset Management

Responsibilities:

• Audit devices (PC, Laptop, Printers; etc.) for security connectivity and current update patching
• Ensuring devices are checking in with the domain
• Contacting assigned users to ensure that devices are connected to the network within bank guidelines to ensure patching.
• User Access Reconciliation; Role Based
• Authoring and maintaining all Procedural and Training Documents.
• Reviewing user access and remediation of incorrect accesses
• Analytics to determine mismatches
• Working with Application Access Model Owners to correct mismatches.
• Processes security administration requests and track access changes
• Verifies access request authenticity; ensuring the security of HealthPartners' Information Assets
• User Setups; Active Directory and Hyena, Outlook, Lync, Lawson, Sentillion, Epic, Network Share admin
• Partners with IT groups; creating new accounts as needed for privileged access (e.g. Unix)
• Provides stakeholders with timely and accurate status of security requests.
• Keeps the Support Center informed of any security administration change that affects end-user support.
• Ticketing using ServiceNow

Confidential

Level 2 Infrastructure Support

Responsibilities:

• Supporting multiple office locations on all Level 2 & 3 issues
• Administration using Active Directory; User Access Management; Shared Directory Management and Access Control
• Ticketing using ServiceNow
• Imaging of computers; software installations and configurations, initial user setups
• Ordering and Deployment of hardware, accessories and software
• Break fix of hardware and software; in person and remotely using VNC
• Mailbox administration; configuring Outlook using Microsoft Exchange and Office 365
• Windows Administrator
• Desk side, online and phone support for the entire Midwest region
• User and computer administration using Active Directory; User Access Management; Shared Directory Management and Access Control
• Imaging of computers; software installations and configurations, initial user setups
• Deployment of hardware; computer; monitors, etc.
• Break fix of hardware and applications; in person and remotely using Bomgar
• Password resets, new user setups, assisting users with login and PIV card issues; VPN issues
• Setup and configuring Gmail and Outlook
• Ticketing using Footprints
• Provided desktop support for a wide array of clients
• Remote support via VPN and RDP
• Ticketing and device configurations using ConnectWise.
• Virus removal, PC configurations and imaging, network troubleshooting, user setup and maintenance
• Windows XP, Windows 7 and 8, multitude of additional applications

Confidential

Windows 7 Upgrade Project - Team Lead

Responsibilities:

• Team Leader - Scheduling and Assignments of Team
• Monitoring Daily activities, assisting, training, and coordination of team
• Reporting to project leads and management.
• Imaging and building desktop and laptop; software installation, support and troubleshooting
• Windows Administrator
• Single point of contact for a division of 120+ employees
• Active Directory Administrator; User Access Management; Shared Directory Management and Access Control
• All IT needs from ordering; receiving and supporting all computers and peripheral devices; copiers, printers, fax; cellular devices, iPhone, Blackberry, tablets. Phones, tablets, personal hotspots
• Imaging and building desktop and laptop; software installation, support and troubleshooting
• Inventory and Lifecycle Management of all hardware and software
• Desk side and remote assistance, VNC, VPN
• Meet and maintain Service Level Agreements (SLA)
• Documentation and communication to home office in St. Louis of all issues and incidents

Confidential

Client Support Specialist

Responsibilities:

• Break/Fix with Windows workstations and printers
• Supporting Pharmacies, PDX, Workstations, Printers
• Supporting Assets Protection, Cameras, Servers, Workstations, Printers
• Supporting Corporate Clients with Workstations and Printers
• Also supported a number of Target proprietary applications using CSC Connect, ScreenPop, Active directory and other Target Applications
• Documenting of incidents using HP Service Desk and ServiceWare
• Researching, installing, testing and remediation of software to be used in a new Windows Vista environment
• Scheduling and completion of Testing of application with NWA application experts
• Working with end users to ensure that applications performed as expected
• Creation and maintenance of Access database to document certification process
• Meeting with NWA Department Heads to troubleshoot errors and discuss remediation
• Assisting Agents in installing new application
• Hardware break/fix and repair
• Troubleshooting errors and working with developers to correct errors
• Documentation and follow up on all open incidents
• Technical Support, both in person and on the phone. Troubleshooting all computer technical issues; Internet and Solution based. Multiple solutions supported; Microsoft Office, VPN, SalesLogix, Wireless LAN Utilities and PointSec. Active Directory
• Support of proprietary Trust Online products
• Assisting Administrators in product set up and administration

Confidential

Desktop Support Analyst - Level II

Responsibilities:

• Workstation configurations. Installing software and configuring desktop and laptop computers for deployment in the field
• Hardware break/fix and repair
• Troubleshooting all computer technical issues; Internet and Solution based. Multiple solutions supported; Microsoft Office, MS SQL Server, Adobe, ICQ, AS400, VPN, Wireless LAN Utilities and PointSec
• Security installation, support and troubleshooting MacAfee & Symantec
• Placement of equipment internally; Computers; Printers, Scanners, Monitors, etc.
• Technical Support, both in person and on the phone. Troubleshooting all computer technical issues; Internet and Solution based
• Workstation configurations. Installing software / configuring desktop & laptop computers for deployment in the field
• Hardware break/fix and repair
• Placement of equipment internally; Computers; Printers, Scanners, Monitors, etc.
• Tracking of all installations via Track It and Help Desk issues using HEAT
• Security installation, support and troubleshooting MacAfee & Symantec
• Technical Support, in person, on the phone and via remote desktop access. Troubleshooting all computer technical issues; Internet and Solution based. Multiple solutions supported; Microsoft Office, MS SQL Server, Adobe, ICQ, AS400, VPN, SalesLogix, Wireless LAN Utilities, PointSec, Windows Vista, WebSphere Express, Unix connectivity, CM Synergy client, DB2 Connect. Also proprietary solutions such as FarmMaps, MapPoint, Quest, Heat, CiMAX, Dave SQL, MS Error Resolution tool, CiDBU, Agency Relationships, and Active Directory. Setting up Database exchanges.
• Assisting customers (Program Administrator & End Users) with proprietary Internet based expense management program, troubleshooting Internet Explorer and Windows based programs
• Processing customer service requests via Internet, email and telephone
• Security support of MacAfee
• Volume of 40-50 phone calls and 40-50 emails daily. Call tracking using Clarify

Confidential,Bloomington, MN

Help Desk Analyst / Lead Customer Service Representative

Responsibilities:

• Training of all sales and administrative personnel on computer and company policy and procedures
• Hardware break/fix and repair
• Placement and disposal of hardware, Computer, Printers, Scanners, Etc.
• Processing all customer service requests; Customer Satisfaction. Initiating customer and technical service tickets and distribution to the appropriate personnel
• Writing all customer and technical service protocols and procedures including FDA compliance and reporting
• Quoting, shipping and tracking of courier, ground, rail and ocean shipments, both domestic and international. Import and Export Documentation; Including regulation compliance; Commercial invoices SED, NAFTA, International letters of credit and sight drafts, etc.
• Auditing all customer and technical service tickets, along with developing reports for management review
• New customer account verification and set up for all sales teams, including International, domestic and medical device sales
• Device serial number entry and reporting; auditing against accounting daily and monthly sales reports
• Weekly and monthly management reports on all customer and service issues. Monitoring open orders and daily invoicing
• Creating all customer and technical service forms. Working with the in-house legal counsel to create sales contracts
• Monitoring and maintaining four company web sites. Distribution of requests from same. Coordinating with web servers
• Receiving of all defects and customer returns. Processing of customer credits. Maintaining defects warehouse and arranging vendor returns
• Assisting shipping as needed; expediting urgent and will call orders
• Monitoring and expediting of back ordered goods and coordinating with purchasing manager
• Processing customer calls, parts research and order entry
• Processing of all return requests from customers and subsequent returns to vendors
• Preparation of International export paperwork
• “On Call” 24 Hours a day, 7 days a week
• Processing of all Internet orders