TECHNICAL SKILLS

• Microsoft Office (O365), Microsoft Access, Microsoft Teams, Microsoft One Note, Microsoft SharePoint, Windows XP, 7,8,10, Windows Server 2000,2003, 2012, Azure.
• Microsoft Visual Studio, Adobe Reader/ Writer, Macromedia Contribute, Macromedia Dreamweaver, SAS (Statistical Analysis System) and SAS Administration
• VOIP, Active Directory, Microsoft System Centre Configuration Manager, Configuration Management, Virtual Machines (VMware), Microsoft Visual Studio
• Team Foundation Server, Microsoft Visio, Cisco, Visual Basic Application, SCRUM, Protocol Stack. VPNs, Secure Remote Access’s and BIT Locker encryption software
• Microsoft Project. IBM I - Series software, CRM Dynamics, Power BI analytics, Zendesk.
• C#, Microsoft Visual Basic, Java, SQL

PROFESSIONAL EXPERIENCE

IT Service Desk Technician/Analyist

Confidential

Responsibilities:

• Support to internal associates and customers across the business at all levels from warehouse to president.
• Supporting customers with profile or order issues ranging from incorrect delivery of items to technical assistance with access to websites to place orders or account issues including invoices and firewall restrictions for access.
• Migration and Conversion setups including post migration troubleshooting and problem solving to ensure users can access and perform tasks on two different domains.
• Supporting associates with all ranges of requests and issues. This can be requests for software installs to problem solving reporting issues with software or data. Working with other IT teams to solve the request or issue to completion.
• Software support and troubleshooting with IBM I-Series software Rumba including: Creating profiles for access to accounting and customers profiles. Providing access to warehouse associates to provide the ability to process orders for customers for shipping and logistics across the business. Allocating permissions based on job roles and locations. Troubleshooting pricing and product issues.
• CRM Dynamics - access for sales associates to be able to create accounts and management. Troubleshooting and training associates with customer accounts.
• MFA troubleshooting including group policy access and permissions.
• Azure - Cloud security alerts - malware and virus protection.
• Microsoft Office 365 troubleshooting.
• Active directory setups and problem solving.
• On call schedule to deal with critical issues during weekends and evenings for all issues across the business. Creating SNS posting to alert the business of the issues that are being worked on.
• Knowledge base creation and writing for detailed instructions on processes.
• Internal Ordering system - Resolving content or websites errors.
• Reporting access requests and troubleshooting with reporting databases. Database connections, SQL server connection issues.
• Zendesk - Creating tickets, tracking priorities, adding permissions to users, macros creation, knowledge capture.

Desk side support manager

Responsibilities:

• 3rd Line Analyst for computers, printers, and specialist equipment allowing for minimal downtime for all employees.
• Project Management on Information Technology specific projects.
• Provide documentation, guidance and training for I.T. changes to all offices locations.
• SAS server administration. Setup, install, manage users and software deploy, upgrade
• Laptop builds, configuration and setup.
• Software and Hardware Upgrades for network offices across all office locations.
• Encryption of laptops for secure remote access using Bit Locker encryption.
• Security system installation, maintenance and support for head office including running the database for access purposes.
• SCRUM Master for software projects. Plan Sprints, Daily Scrum, Sprint Review, Sprint Retrospective.
• Video conferencing installation, Patch Updates, Upgrades, Troubleshooting, Testing, Staff Training.
• Visual Basic Application software developer.
• Software and Hardware Catalogue Administrator.
• I.T. Procurement for goods and services - purchase of servers and rack systems for communications rooms, service level agreements with third party suppliers.
• Migration projects for the network build and design, which included testing of build for company roll out.
• Data analytics for the purpose of projects and functionality of systems. Database administration. I.T. Management for specialist units - defining I.T. needs both pre and post implementation. System solutions for individual sections. I.T. configuration for equipment. Problem solving of I.T. for network and individual users which included application support.
• Successful migration of operating system to all desktops and laptops for over 4000 staff from Windows XP to Windows 7, 10.
• Requirements gathering, plan, implement, test, fix, approval, release/ deliver, post implementation review.
• Safe and secure implementation of encryption software including testing to all laptop users close to 2000.
• SCCM - Creation and Naming Conventions of Software Package, Group Creations by Business Stream, Deployments of Packages / Software Updates / Patches, Desktop/ laptop device builds and rebuilds (bare metal), end point protection - Antivirus / Malware Deployment, Licensing, real time inventory, locate machine IDs, Power Management.
• Successfully deployed Core Build and Custom Software to all laptops and desktops in a phased rollout approach meeting all set deadlines.