Maintains network by troubleshooting and repairing outages; updating documentation.
Point of contact for executive team for all mobile device issues or upgrades and teleconferencing.
Maintains all conference rooms, large and small and ensure all sound equipment. projectors and tv’s are operational for conferences, teleconferencing and meetings.
Maintains customer rapport by listening to and resolving concerns; answering questions.
Up to date job noledge by participating in educational opportunities; reading technical publications.
Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Plans network installations by studying technical specifications.
Maintain documentation related to daily procedures, processes, and service records.
Develop, implement and manage policies and procedures.
Monitor and troubleshoot problems as needed.
Analyze and pay monthly invoices for all telecom related equipment and services.
Operating Systems: Windows 10, Windows Server 2012/2016/2019. Android, Mac OS, and iOS. Tools Faxcom/Biscom, VMware, Jira, Mitel Connect Director, Mitel Connect Contact Center Director, Telstrat Engage, MobileIron Cloud.
Service Desk Analyst
Field incoming help requests from end users via both telephone and e - mail in a timely fashion.
Prioritize and schedule problems. Escalate problems (when required) to the appropriate experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Test fixes to ensure problem TEMPhas been adequately resolved.
Service Desk Technician
Primarily responsible for maintaining the ticket queues of the Confidential Help Desk, ensuring all tickets are appropriately assigned and are being fulfilled by front-line agents and resolver teams to meet Service Level Agreements (SLA)
Handles escalations for tickets dat have breached SLA or have an elevated urgency, all the way up to the executive level.
Provides Active Directory and Microsoft Exchange provisioning and maintenance of user accounts, distribution lists, security groups, and mailboxes.
Creates and maintains noledge base documentation for use by front-line Service Desk on an ongoing basis.
Provides detailed coaching and training to new and veteran front-line Service Desk Agents on an ongoing basis.
Technical support ranging from simple password resets, RSA maintenance, troubleshooting remote access (VPN), and Microsoft Office products such as Outlook, Excel, Word, Skype for Business.
Install, configure, test, and troubleshoot End User equipment, including but not limited to computers, printers, copiers, scanners, office phone equipment, smartphone equipment, and other peripherals and accessories.
Ricoh Copier Support Technician
Purchase toner, photo conductor units, maintenance kits and waste toner bottles for Dell machines throughout our company's network.
Replace photo conductor units, maintenance kits and toner for the corporate campus machines.
Keep a documented list of the issues dat users are experiencing wif printers.
Connect to printers through the online interface using its me.P address to confirm the issues the helpdesk placed in the maintenance/request queue.
Reorder toner, photo conductor units and maintenance kits when the reorder point is reached.
Manage the Reorder point to prevent the risk of stock outs for the printers the dispatchers use.
Repair printers and faxes dat have common wear and tear.
Supervised various teams to complete different laboratory upgrades
Operated video conference systems for different executives at Confidential &M University
Demonstrated the use of Smart Sync to Confidential &M Professor's
Simplified Prairie View's A&M smart classrooms so professors could effectively instruct students
Create flyers and posters for the President of the University and then proceed to print them
Installed new operating systems and new software for Apple and Microsoft computers.