SUMMARY:

• Over 20years of experiencein the IT industry.
• Provencustomer relations knowledge,escalation procedures, andissueownership.
• Proficient in Windows Migration utilizing SCCM.
• Install - Configure Windows Server environments.
• Supported over 1500 end users in1st thru3rdTiercall centerenvironment.
• Maintaining an 80-95% average over all call metrics, in a corporateenvironment, utilizing various remote desktopsoftware,VPNand VOIP (Altigentsoftware).
• RSA/Token Administration, Ace Server administration.
• Created technical CRM/KB walk-thru documentation for team/s.
• Strong communication, writing and interpersonal skills that promote a team approach to problem resolution.
• Strong customer service skills.
• Self-motivating individual.
• Ability to handle calls from all levels of technical complexity.
• Ability to learn and support proprietary software quickly and effectively.
• Ability and desire to learn new technologies quickly.

SUPPORTED SOFTWARE:

OS/NOS: Windows Server and Client Windows 10

App Suites: MS Office Suite

Ticketing: ServiceNow Remedy, Heat,SalesForce, Service Now

VPN: RSA Nortel, CheckPoint, Cisco

BackUp: Zetta Evault, Acronis, Veritas, Windows

Telecom: Fujitsu PBX Systems, Avaya, Cisco

Network: TCPIP, CMD, WEP,WAP

Remote Admin: Team Viewer RDP MS Lync

PROFESSIONAL EXPERIENCE:

Confidential, Cincinnati, Ohio

Help Desk Support

Responsibilities:

• Win 7 to Win 10 Migration - Image new and existing compatible pc’s.
• Maintain asset tracking (imaged amount - amount to be imaged)
• Printer server user migration - Migrate user from old print server to new print server
• Maintain linksys WAN routers - firmware updates, IP range configurations
• Configure/Configure Monitors Anywhere app for conference rooms, lobby, break room and HR announcements
• Maintain all lobby, break room, conference room software, hardware media
• Weekly tasks reports
• Answer In/outbound end user issue, resolve using remote administration and walk-thrus
• Assist remote end users with technical issues

Confidential, Cincinnati, Ohio

Deskside Support 1st-2nd tier support

Responsibilities:

• Out/Inbound (calls) service/help desk requests.
• SCCM application push, user profile Migration
• Software/hardware, network, account, administration.
• Deskside and Service side local/remote end users administration.
• ServiceNow now documentation/tracking.
• Shipping and tracking IT equipment.
• Outlook administration, back up restore.

Confidential, Los Angeles, CA

Data Center Tech

Responsibilities:

• Hardware/Software equipment troubleshooting, for dedicated servers clients KVM attachments, racking/stacking servers & other equipment, and general customer service.
• Win 10 installation configuration and trouble shooting.

Confidential, Los Angeles, CA

Systems Analyst/Desktop/Deskside support

Responsibilities:

• Connectwise Administration
• Software hardware installation and troubleshooting. SCCM administration - Break Fix PC/Server administration.
• Infrastructure monitoring services
• Direct/Phone support. Ticket/Incident tracking. Lite Mac support. Thin Client/VDI Support. RSA/VPN support.
• Multiple Domain Active Directory support. Network/Local printer support (including Break/Fix) Blackberry works administration for Android/Iphone.

Confidential, San Diego

Lead Technician

Responsibilities:

• Manage team expectations.
• Manage team, issues, and escalations.
• Communicate teamstatus to Insight Global.
• Ensure all peripherals are installed and functioning properly.
• Ensure MICR printer is setup properly.
• Ensure old assets are properly prepared for disposal/shipment

Confidential, Los Angeles, CA

Systems Analyst

Responsibilities:

• Successful roll out of 300+ employees (8Dell Servers-300+ end users).
• Install/ConfigureESX Server-HPVMotion-VMware.
• Successfully maintainhelpdesk issue resolution SLAsfor call center.
• CreatedAltigentVOIP system quick guide for helpdesk team to assist end users.

Confidential, Dallas, TX

Technical Helpdesk

Responsibilities:

• Support 1500+users national/international.
• HW/SW install, configure, troubleshoot, (Multi-Tier).
• Active Directory support, account management.
• Printer/server support (print admin).
• VPN Support (Nortel).
• Administer user directory and equipment numbers.
• Supported Implementation of Dell Desktop, Laptop Roll-out of 3,000+ users upgrading from IBM to Dell.
• Utilized S.O.W. procedures to save Confidential, nation-wide, over $160,000 in telecommunications expenses.

Confidential

Senior Technical Helpdesk Support

Responsibilities:

• Support 15000+ users national/international
• Send/Receive inbound/outbound calls/emails.
• Hardware/software configuration, installation and troubleshooting.
• LAN/WAN TCPIP configuration, troubleshooting network connectivity.
• Web based tutorial Support, access, functionality, HW/SW compatibility.
• Direct communication with knowledge services account executives, sales, QA, and
• Development teams, troubleshoot both client/server side issues.
• Responsible for (T.A.C) team objectives, priorities,, and team motivation.
• Weekly call monitoring, submit results to management, matrix evaluation, address positive and problem areas.
• Create/Maintain TAC(Technical Assistant Center)documentation.