SUMMARY:

• 20 plus years of experience supporting a wide range of environments.
• Able to provide excellent customer service in even the most challenging environments.
• Knowledgeable professional motivated by challenge and learning.
• Excellent end user and desktop technical trainer.
• Skilled in delivering end - user and back-end hardware and software problem resolution with Microsoft Office productivity suites (Office 97 thru Office 2010) and Microsoft Windows Operating Systems (Windows 95 thru Windows 7).
• Operations experience with Compaq (HP) and Dell servers as well as Cisco network infrastructure hardware.
• Supply chain experience, e.g. procurement, asset management and RMA, etc.
• Active Directory - to include account creation and change.
• Expert with Windows 10, Windows 7 and Windows XP.
• Advanced troubleshooting skills with Office 2002 thru 2016 to include add in s such as Essbase.
• Experienced with Virus and Spyware removal.
• Mac OSX.
• Office 365 Administration.
• Adobe Creative Cloud Administration.
• Tablet configuration to include IOS, Windows R/T and Android Operating Systems.
• Installed and configured Microsoft MDT.

EXPERIENCE:

Senior Desktop Support Technician

Confidential

Responsibilities:

• Works independently and provides thought leadership for the team.
• Helps manage customer relations and support.
• Responsible for assisting with educating/training the team on new updates, processes, and technologies.
• Assists with identifying and providing solutions for moderate to complex end user device technical issues.
• Interface with other departments for root cause analysis or to develop interdependent problem resolution process.
• Keeps the End User Device support knowledgebase updated to ensure technicians have access to the latest changes/updates.
• Assist technicians with ticket resolutions on complex issues.
• Assist Manager/Supervisor with Parkland Projects as needed.
• One of two AirWatch administrators for iPads deployed for interpretive services
• Worked with HEAT ticketing system as well as ServiceNOW
• Imaged PC’s utilizing Mirage console

Senior Desktop Engineer

Confidential

Responsibilities:

• Performs phone support for local and remote users.
• Mixed environment - 60% Windows, 40% Mac OSX
• Installation and troubleshooting of software and hardware.
• Advanced Office 2013, 2011 (MAC), 2016, and Windows 7 troubleshooting skills.
• Extensive Active Directory use to include account creation and permissions assignment.
• Support multiple applications across extremely diverse business units.
• Researched and deployed digital signage solution.
• Researched and implemented an asset tagging system, removing the need to use unreliable spreadsheets for asset tracking.
• Implemented a ticketing system to track and give metrics for work completed by IT.
• Creation and maintenance of images for 9 models of laptops and desktops.
• Updated image process to Microsoft MDT.
• Procurement of software and hardware.
• Executive IT Support.
• Escalation point for end users and vendors.
• Other projects as assigned.

Interim Supervisor - Helpdesk

Confidential

Responsibilities:

• Performs phone support for local and remote users
• Installation and troubleshooting of software and hardware
• Advanced Office 2010 and Windows 7 troubleshooting skills
• Extensive Active Directory use to include account creation and permissions assignment
• Support multiple applications across extremely diverse business units
• Developed and led a Windows 7 and Office 2010 introductory training class
• Perform QA on analyst closed incidents
• Developed metrics tracking for the Helpdesk
• Training of all new analysts upon hire
• Process and documentation authoring and approval
• Attend change control meetings as the Helpdesk representative
• Tier 3 support for helpdesk analysts
• Escalation point for end users and vendors
• Other projects as assigned

Information Systems Analyst (Desktop Support)

Confidential

Responsibilities:

• Application troubleshooting
• Create tickets and assign appropriately
• Technical documentation
• Initial training of all new analysts
• Ticket Quality feedback for analysts
• Point of Sale and Guest Impact Trained

Geek Squad Senior

Confidential

Responsibilities:

• Laptop and desktop repair and troubleshooting.
• Track all repairs and work done on customers as well as company units.
• Schedule employees effectively to maximize work output within the labor budget assigned.
• Ensure that proper SOP was in place and being followed by all Geek Squad Technicians.
• Drive revenue for the department through training and coaching of direct reports.
• Attend biweekly district conference calls and raise awareness of issues affecting my store and the district.
• Repair hardware and software issues on customer as well as units organic to the companyincluding heavy virus and spyware removal.
• Interviewed and forwarded on to titled manager’s potential employees for Geek Squad and Confidential computer Sales.
• Train sales staff on offering customers everything they need to fit their lifestyle in their computer purchase and how best to offer those products.
• Supervised and provided guidance in communications and automation for the Confidential Automation office.
• Responsibilities included reporting and tracking of all automation accountable items as well as maintenance actions.
• Acted as liaison between end user and the division automation office.
• Implemented Windows 95/98, Microsoft Office 97/00, software installation, hardware driversvarious other software programs, and equipment training program which enabled soldiers to operate, troubleshoot, and maintain all communication equipment and ensured the success of the S-6 (communications) section for the 49th Confidential.
• Worked outside of assigned military occupational specialty, as the 49th Confidential webmastercommitting countless hours to the development and maintenance of the 49th Confidential home pagewhich received over 429,674 hits from MAR 99- OCT 00. Work played a vital role by improving mission awareness and morale for both the deployed soldiers and their families back home.
• Website was recognized by leadership for its excellence.
• Provided 24-hour customer support to over 300 computer systems throughout Confidential .
• Dedication to duty, technical expertise, and performance ensured minimal downtime and the effective processing of mission essential data. I maintained a 95% operational readiness rating throughout the deployment, which directly led to the overall success of the 49th Confidential
• Combat Team mission in Stabilization Force 7.
• Performed additional duty as the Information Site Security Officer (ISSO). Continued adherence to regulations and standards led to the prevention of sensitive information being distributed to or accessed by unauthorized users. Actions ultimately contributed to the safety and security of the soldiers at Comanche Base and their mission.

Engineer

Confidential

Responsibilities:

• Provided hardware, user, and end-user support for over 1,000 IP Telephony application development servers and 60 software engineers.
• One of two network administrators for the lab network; troubleshooting, configuring, installing and upgrading Cisco and 3Com switches and routers.
• In charge of imaging and custom-building Compaq servers into Media Convergence Servers for lab.
• Created and maintained detailed physical layer documentation of lab environment