SKILLS:

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Microsoft Office Suite, Avaya

CTI, Digital/Analog/ IVR/ Aspect/Avaya One - X, Avaya Digital, Avaya IP Office (Server) Cisco VoIP Phones, Voice, Switches, Routers, LAN, WAN, UNIX, AIX, OSI MODEL, Skype for Business

PROFESSIONAL EXPERIENCE:

Confidential

Identity and Access Management/ Information Security Access Officer

Responsibilities:

• Processes batch requests generated from Identity Management Suite or security access requests based on user primary job function and on non - priority function. Ensures work is completed within defined Service Level Agreements.
• Responsible for answering internal teammate calls regarding access related issues
• Able to prioritize tasks to meet deadlines
• Working knowledgewith Microsoft Office Suite
• Customer Support working in a support desk environment receiving over 20 inbound calls a day
• Provision and Deprovision system security access for teammates
• Adding membership groups to teammates AD Account for access to various applications
• Working in mainframe to ensure teammates role is updated and account is active
• Accessing Identity portal to ensure teammates account is active and able to perform self-service options
• Used ticketing system ServiceNow to resolve incident and access issues within required SLA

Confidential, Alpharetta, Ga

ITO EUC Deskside Engineer

Responsibilities:

• Support daily operations and maintenance of Windows desktop and laptop computer systems for internal end-users within an insurance company setting
• Diagnose and resolve end-user issues involving IT equipment and software, as well as providing desk-side end-user support, project support, and service request support
• Install and upgrade hardware, software, imaging and deploying workstations
• Configure and refreshing PCs, troubleshooting network issues, and responding to and resolving application and server related problems
• Manage assigned ticket queues in company’s call ticketing system (ServiceNow) SLA
• Provide end-user support, perform onboarding and off boarding using Active Directory
• Responsible for keeping the equipment Asset Management Database up to date

Confidential, Norcross, GA

IT Support Specialist

Responsibilities:

• Responsible for managing the Hardware Asset Tracking Database for all equipment going out and coming in
• Install and configure desktop computers, laptops, cisco IP Phone 7942, peripheral equipment and software
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Maintains IT assets and ensures they interconnect seamlessly with diverse systems including associated validation system, file servers, email servers, computer conferencing systems, application servers, virtual servers and administrative systems
• Works with procurement staff to purchase hardware and software
• Assesses functional needs to determine specifications for purchases
• Gather and assist with prioritization, assignments and resolution of incoming troubles tickets
• Level 2 Technical Support for Active Directory Management, and Exchange Support
• Perform moves, adds, delete, and modifications to Exchange Server mailboxes and distribution groups
• Use remote tools such as Web Ex, Lync2013, Vision app Remote Desktop 2012, Cisco Any Connect Secure Mobility VPN, Client, Cisco Jabber, Cisco WebEx, Cisco WebEx Teams Citrix Receiver Director Management (Admin Citrix Published Apps Console) Box Collaboration, Mimecast Admin Console CM Coordinator ClickShare
• Configure VOIP Cisco IP Communicator Soft Phones for new users
• Setup and disable accounts for new and terminated employees in Active Directory
• Use Foot Print as Database Ticketing Tracking System
• Use Service Now as Database Ticketing Tracking System

Confidential, Atlanta, GA

IT Consultant

Responsibilities:

• Responsible for managing the Hardware Asset Tracking Database for all equipment going out and coming in
• Install and configure desktop computers, laptops, cisco IP Phone 7942, peripheral equipment and software
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Maintains IT assets and ensures they interconnect seamlessly with diverse systems including associated validation system, file servers, email servers, computer conferencing systems, application servers, virtual servers and administrative systems
• Works with procurement staff to purchase hardware and software
• Assesses functional needs to determine specifications for purchases
• Gather and assist with prioritization, assignments and resolution of incoming troubles tickets
• Level 2 Technical Support for Active Directory Management, and Exchange Support
• Perform moves, adds, delete, and modifications to Exchange Server mailboxes and distribution groups

Confidential, Villa Rica, GA

IT Consultant

Responsibilities:

• Provide Primary point of IT Support contact for Hendersonville associates
• Prioritize IT Support requests to best meet the needs of the plant
• Technology support in initial implementation and support
• Migrating PC Operating system from XP to Windows 7
• Configuring users, PC’s and Groups via Active Directory
• Setting up workstations for classrooms and other departments as needed
• Working with HEAT Tracking database for incoming team tickets
• Install and configure network printers and printer stands for departments
• Image workstation desktop and laptops via Ghost boot disc
• Support Applications such as Oracle ODBC/OBIEE
• Supporting network devices such as Routers, Hubs, Switches and Ports

Confidential, Atlanta, GA

ICT Service Desk Analyst

Responsibilities:

• Provides first level hardware and software technical support to include password resets in a professional and timely manner, while ensuring Five-Star Customer Service to external customers seeking assistance from the Service Desk through phone calls, emails, Microsoft Lync or self-service tickets
• Provides effective Customer Service by being polite, courteous, and friendly towards all customers at all times. Acknowledges customers immediately in order to determine need and helps the customer resolve issues or requests. Participates in departmental programs that promote and deliver exceptional customer service
• Provides customers with assistance in understanding and making appropriate use of software tools and various applications and equipment such as, but not limited to DRA, SCCM, Active Directory, Microsoft Office Suite, Remedy/PC terminals, and printers to support end user and/or customer requests
• Serves as a liaison between Information Management Department and all customers.
• Performs other duties and special projects as assigned by the Service Desk Team Leads, Service Desk Supervisor, or Service Desk Manager
• Provide desktop, laptop and mobile support

Confidential, Kennesaw, GA

System Support Specialist

Responsibilities:

• Perform moves adds and changes to Call Center Collection Agents, Office Personnel and the Executive team via IP Office Manager
• Configured Avaya VoIP Flare Communicator on Mobile Devices and PC’s
• Created IP Office users and SIP extensions via IP Office Manager
• Setup Configured and installed Avaya VoIP 4600, 5600, 9600 Phones and Headsets for Call Center users via IP Office Manager
• Provide end-user support and troubleshooting for Office personnel, Collectors and Executive team
• Work directly with System Engineer on the implementation of new technologies and play a vital role in installation and upgrade initiatives
• Assist the local office in facilitating activities such as upgrading systems with the latest versions of software and the rollout of new hardware and oversight of the Remedy ticketing system
• First line of support for all business software and hardware, Identifies diagnosis and resolves technical problems, Handles multiple project responsibilities simultaneously, to prioritize work and resolve technical emergencies as they may occur
• Knowledge of policies and procedures, and enforce security standards. Supervise the establishment of IT Help Desk
• Direct the set-up of systems administration tools that are pertinent to user access control
• Provide guidance in the completion of Incident Command System (ICS) forms
• Review requests for IT/TELECOM support
• Configure network logins, passwords, and share drives for local users and groups via Active Directory configure IP Avaya Digital and VoIP Phone PBX extensions, hunt groups and voicemail via Voicemail Server
• Configure RSA TFA via VM Client software/ESIx Server, and Configure ID Badges via Winpak/Pronto Server 2008
• Configure Cisco Meraki Switch, configure email addresses via Exchange server 2008. Assist with troubleshooting mobile devices