Experienced in client issue and problem resolution; time and resource management; team member training and mentoring; working in fast paced environments as a team and independently; marketing research; client negotiation; ability to learn and work with multiple and unique software packages; multitasking, time and resource optimization; TEMPeffective communication and interpersonal skills; self - motivated and energetic.
Microsoft Office Suite
Active Directory Lockout Tool
SUSE Linux Enterprise Point of Service iOs
Verizon’s My Bizz
Acronis True Image
Acronis Cyber Backup 12.5
Acronis Snap Deploy 5
IT Systems Specialist
Manage accounts in Active Directory
Managed maintenance of all hardware and software
Reimaged desktops and laptops
Traveled to sites and offices when needed
Installed printers, scanners, phones, and network devices
Responsible for password resets, password unlocks, troubleshooting software, VPN troubleshooting, Bitlocker unlocks, Outlook, and mapping drives.
Documented troubleshooting steps in Servicenow.
Provided assistance with new hires set ups.
Troubleshooting Citrix Issues.
Assisted Internal users with their issues with their systems.
Created and Changed users accounts in Active Directory.
Giving users access to groups in Active Directory.
Used Powershell to run commands
Application Support Analyst
Responsible for providing technical support to customers for backup issues.
Troubleshooting products such as Acronis True Image, Acronis Backup 12.5 Advanced, Acronis Snap Deploy
Tested Windows and Linux (Centos, Ubuntu) version of product
Made extensive use of Linux command line utilities (E.G. cp, echo, pwd, head, tail, more, less, cat, grep, Gzip, Netstat, top)
Compiled and installed the prerequisite kernal modules needed for product to work.
Experience with Package Managers Yum and Apt
Installing Agent based products
Setting up and managing Virtual Machines via VMWare
Design and execute regression testing suites
Assisted customers with password resets, software issues, and application issues.
Ensure multiple applications were working seamlessly
Develop technical documentation in Salesforce and Connectwise.
Provided remote assistance with Salesforce synchronizing with Outlook, Mobile Device, and creating reports.
Desktop Support Admin
Responsible for password resets, passwords unlocks, software installations, and troubleshooting Skype, Outlook, Citrix, VMWare, Active Directory, Windows 10 platform, Active Directory Lockout Tool, Powershell, Configuring Lotus Notes, McAfee Encryption, and VPN.
Used ZenDesk and ZenApp
Troubleshot Citrix Applications and VDI’s in using Director.
Troubleshooting Virtual Machines with VMWare.
Documented troubleshooting steps and resolutions via ServiceNow ticketing system.
Assisted internal employees with systems issues
Communicated clearly and concisely with users
Configued and iD dropped in Lotus Notes.
Technical Support Analyst
Responsible for client facing mobile phone, MIFI, and router analysis
Accurately submit problem, cancel line/suspend line, warranty replacement/exchange and recycle tickets using CRM.
Document detailed troubleshooting steps in Emobis ticketing system.
Timely and daily follow up with clients to ensure accurate issue resolution.