SUMMARY:

Problem Solving - Resolves in-depth queries in a methodical manner independently and with internal and external business partners to find appropriate resolutions and efficiencies, all with a high level of quality. Team Player- Enjoys sharing knowledge and encouraging development of others to achieve specific team goals.Planning and Organizing- Refined planning and organizational skills that balance work, team support, and other responsibilities in a timely and professional manner.

TECHNICAL SKILLS:

Systems Knowledge: System Center 2012 Configuration Manager, Active Directory, Windows OS, Windows 8, Windows XP, Windows 7, Windows Vista, Windows 2000, 2003, Visio,Macro, Square 9, AS400, Cisco VPN,Zendesk, Salesforce (Customer Relationship Management),Take off, Track IT,CognosExpress, HP Open View Service Center, VMS, Live meeting, Blackberry, Communicator, UNIFI Pro-Fiserve, Remedy Tracking System, Share Point, SAP, Citrix,Rakis, User ID and Password reset, Migration Process, Novell IManager, Air Watch (Mobile Device Management), Personality Server, VNC Viewer Control Utility.

PROFESSIONAL EXPERIENCE:

Confidential, Cincinnati, Ohio

IT Service Desk Support

Responsibilities:

• Managing and creating BMC incidents tickets, addressing business expectations, communication, following policies and procedures, active directory, SCCM, workflow processes and providing troubleshoot support.
• Providing strong knowledge of Microsoft Operating Systems with emphasis on Windows 7, Office 2007, iPhone devices email set up, providing assistance with wireless connection via RSA, MIFI, Checkpoint, Citrix password reset, Mainframe, SAP, CSS, CWO, CRM Portal, diagnosing issues related to Network and Applications issues.
• Assisting End-users with break fix processes, escalating to the proper group, BMC service request, remote access, customer service and maintaining first call resolution.

Confidential, Cincinnati, Ohio

IT application Support Specialist

Responsibilities:

• Provided technical support for Confidential Representatives, Employees and Applicants utilizing Footprints Ticketing System to process service tickets, supporting users making outbound and receiving incoming call, responding emails and resolving issues closing the tickets in the time manner, answering users requests from voicemail.
• Assisted users how to utilize cell phone, laptop, tablet, desktop devices and applications to enable the process submission of the employment online application, wage statements, W2 processing, profile update, pay stubs, uploading processes, document retrieval.
• Utilized applications - Peoplesoft, SQL Server, BMC Footprints Ticketing System, Windows 2000, Outlook, Spark, Cisco Jabber, ConnectS.
• Provided excellent customer service,download processes, prioritized duties, troubleshoot processes, followed company procedures and guidelines.

Confidential, Cincinnati, Ohio

Technical Support Analyst

Responsibilities:

• Installation, configuration and maintenance of Lync software and Updating Trend Micro Anti - Virus Software for all departments.
• Assisting IT staff proactively with computer rollout, computer set up, preparation and automated deployment.
• Maintaining excel spreadsheet up to date for Company Confidential Billing Statements and Conference Expense Report, Generated user-friendly procedures to facilitate users accessing Lync Software.
• Updating and maintaining users security information in Active Directory, SCCM, Share Point Designer Workflow process and testing, AS400 backup calculation log, Java troubleshooting and installation.
• Processing repair submission and Installation for all Scanners CK31 Confidential .

Confidential, Cincinnati, Ohio

Technical Support Analyst

Responsibilities:

• Providing support to stores, diagnosing, troubleshooting, updating settings, on an Confidential products and downloading apps, web clips, using Air Watch (Mobile Device Management), resetting network settings, wifi verification, run commands such resetting iproxy service, rebooting device, cache appliance troubleshooting, using Personality Server.
• Entering iPad data using Excel spreadsheet, assisting stores associates through the processes of registering their iPad on the site and troubleshooting processes.
• Recording all communications relating to associates questions, problems into Remedy Ticketing System.
• Resolving calls in a timely manner and Escalating of unresolved calls to second level support (both and external) and following through the completion.

Confidential, Cincinnati, Ohio

Technical Support Analyst

Responsibilities:

• Assisted Confidential - usersvia chat, email, inboundand outboundcalls,creating trouble tickets,multi-tasking processes,workingwith dual screens, windows7, 8,Explorer.
• Provided troubleshootingsupport, first call resolution, processes using,Zendesk, Salesforce, Go to Assist(remote support),firewall applications.
• Diagnosed and resolved technical, software issues, involving internet connectivity, identified and escalated to appropriate resource.
• Interacted with end-users to provide and process information in response to inquiries, concerns and requests about products and services.

Confidential, Cincinnati, Ohio

Technical Support Analyst

Responsibilities:

• Supported the company s Information Technology infrastructure, including database administration, application systems support, network design and administration, server systems management and administration.
• Utilized a working knowledge of computer hardware and operating system software, network topology and IP protocol, performed system performance analysis, troubleshooting, and software installations, applied corrective system changes, assisted in network planning and the development of recommendations, security and administration, and general network security.
• Providing IT Support to End Users, troubleshooting issues involving installations remotely and onsite, repair, maintenance for Windows XP, 2007, 2010, Java,Opticom, USB drivers, Team Viewer, SCCM, AS400 Back up, Windows troubleshoot processes, troubleshooting error messages, break fix support, active directory, migration process fromWindows 7to Windows 8, supporting with daily administration, documentation, processes and procedures.

Confidential, Hebron, KY

Technical Support Analyst

Responsibilities:

• Responsible for recovering company assets and maintain documentation for both applications and infrastructure.
• Concentrated functional areas of job performance including managing the creation and on - going maintenance of recovered equipments such asLaptops, RSA Token, Blackberry,Mifi, Badges, Corporate Cards,FlashDrive.
• Supported documentation, creating work order using Remedy Ticketing System, Database Processes using applications, infrastructure, project management, developing and documenting policies and guidelines and organizational of assets, supporting managers and HR to recover assets from termed employees.
• Prepared hardware for new hires, inventory, following processes, clean andre image, migration process from Windows XP to Windows 7.
• Break fix support, active directory, supporting with daily administration, remedy ticketing system, following processes and procedures.
• Provided customer service, account creation using active directory, administrator functions.

Confidential, Mason, Ohio

Help Desk Analyst

Responsibilities:

• Providing support for Accounts: Coca - Cola, Coca-Cola Refreshments,ING,Givaudanvia telephone, e-mail, MicrosoftLync. Workstationand laptop troubleshooting, error diagnosis, and resolution forusing HP Open View Service Center, VMS, Migration process from XP to Windows 7, Live Meeting,Blackberry, Cisco VPNtroubleshoot andconnectivity using LANDesk.
• ActiveRolesServer, AS400, Basis Applications, SAP Applications,Kronos, Mainframe, Oracle.Run switches when necessary, rebuild profile, troubleshoot,providing solutions to minimize tickets and issues.Blackberry support and troubleshoot, support including activationand password reset, server activation, account creation using active directory, break fix support.
• Troubleshoot software, hardware and basic network connectivityproblems.Identifying, evaluating and prioritizing customer problems andcomplaints. Analyzing customer problems and formulate plans ofresolution. Utilizing all technical resources to solve customer problems.
• Escalating tickets and calls to appropriate support specialist or servicegroup.Following procedures and standards for call center environment.Providing problem solving and follow up skills performing severaltasks on daily basis.