PROFESSIONAL SUMMARY:

• Enthusiastic Help Desk professional seeking a remote position to benefit an IT Department with complex technical knowledge and strong time management skills.
• Proficient inusing excellent customer serviceskills while building rapport with diverse individuals assisting in handling complex technical issues. Vast knowledge of web applications (O365), software and ticketing systems (ServiceNow).
• Troubleshooting (Application / Browser) Blackberry Bes Server
• Windows 98/NT4.0/2000/XP/7/8/10 MDM / Mobile Iron /AirWatch
• Active Directory iOS Apple Product knowledge (Mac)
• McAfee / Centennial Virus Mobile Device Diagnostic (iOS/Android)
• Microsoft Office /O365TCP/IP configuration
• Component repair HP Service Manager Ticketing System
• Skype / Lync / Zoom /Webinar/TeamsRemedy and /Cherwell Ticketing Systems
• Set - up users and policies ServiceNow Ticketing System (SNOW)
• SCCM remote business manager/Bomgar/GoToAssist Hardware/Software installation
• Microsoft Office365 Preventative system maintenance and support
• VPN - Network connect /Cisco AnyConnect Microsoft networking
• Perform post installation configuration Azure
• Install and configure client operating systems

PROFESSIONAL EXPERIENCE:

Tier 2 Helpdesk Support/Infrastructure Support Analyst

Confidential

Responsibilities:

• Migrate 17,000 existing Microsoft Exchange 2013 mailboxes to Microsoft M365 cloud-based email service with minimal impact to the current operations and end-users.
• Experience in Enterprise / Corporate support of all levels supporting greater TEMPthan 10kusers
• Coordinate schedules and or meetings via teams/skype/zoom/email/phone to assist with end-user communications
• Perform Tier 2 helpdesk staff augmentation, triage, and escalation within ServiceNow and Cherwell ticketing systems
• Perform first call resolution
• Provide excellent documentation skills as well as outstanding communication skills

Service Desk Analyst

Confidential

Responsibilities:

• Provide first/second level technical support for Tribune Media / Nexstar’s Technology systems.
• Created shared email addresses via the Exchange server
• Added/Removed O365 licenses within the Admin Portal
• Assisted with the Migrated of On - Prem accounts to the cloud
• Provide Remote Desktop Support Using Enterprise software as GoToAssist and SCCM.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine and complex user problems remotely.
• Maintain a strong working knowledge of supported systems and integrations and continually strives to enhance knowledge through ongoing, reading, and participating in projects. Provides support in planning, and improvement initiatives.
• Meet & maintain required performance standards for both quality and quantity, and make recommendations for improving service levels and procedures
• Assists with the installation and configuration of software remotely.
• Weekly after hours / on call rotations (overnight on weekdays/all day on weekends).

Service Desk Analyst

Confidential

Responsibilities:

• Package and deploy application install/uninstalls, software updates., OS and SCCM IE upgrades
• Maintain the SCCM /Administer upgrades when applicable, configure new members of the SCCM hierarchy
• Troubleshoot any/all issues with the users’ devices as well as VPN/network connection issues
• Became an active member of the support rotation for MS software update deployments, vulnerability remediation packaging/deployment efforts
• Perform SCCM consultation to other groups within IT, as well as business partners outside of IT

Senior Help Desk Analyst

Confidential

Responsibilities:

• Use of Active Directory for Account Lockouts and Password resets / Verification of staff access and roles
• Troubleshooting of Microsoft Outlook (mapping network drives, PST files, General Information, rebuilding profiles)
• Troubleshooting of network connectivity, hardware issues, and software application issues
• Utilization of multiple resources to ensure the highest possible FCR (First Call Resolution)
• Use of Remote-control applications for remote support of desktop and server issues (RDP, SCCM Remote Control, WebEx, Zoom and Office Communicator/Lync/Skype)
• Diagnostics and repair of Windows Profile issues
• Detailed documentation of all issues and troubleshooting steps in Ticketing System f new employees
• Assisted with the Migration from Microsoft tan Office365.

Help Desk Analyst

Confidential - Cary, NC

Responsibilities:

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users to provide First Call Resolution.
• Route unresolved incidents through troubleshooting via phone to Desk side techs located in their specific building
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Supported user migration to Microsoft, and responsible primarily for network connectivity with some Active Directory troubleshooting.
• Support and troubleshooting of iOS devices such as iPod, iPad, iPhone, and BlackBerry
• Managed mobility from Airwatch
• Using Remedy for trouble ticketing and documentation
• Recovery of d Confidential after hard drive failure
• Active Directory connectivity, unlocking accounts and resetting passwords
• Troubleshooting end user issues via remote desktop access using SCCM's Remote Business Manager
• Supporting remote VPN connectivity including 802.11.x wireless and Ethernet home network troubleshooting so employees can work remotely
• Provide customer support to customers seeking technical and non-technical support on services and products.

Level 2 Tech Support/Process Assurance

Confidential, Durham, NC

Responsibilities:

• Provided excellent customer service and effectively resolve customer challenges via phone or remotely with communication thru our servers while networked
• Obtained responsibility for opening and managing/reviewing customer/agents’ cases, process parts orders, dispatched field techs for on-site services, as well as constantly seeking new ways to improve customer service.
• Supported user migration to Microsoft 2007, and responsible primarily for network connectivity with some Active Directory troubleshooting
• Used proprietary trouble ticketing system
• Recovery of d Confidential after hard drive failure
• Troubleshooting end user issues via remote desktop access using SCCM's Remote Business Manager
• Supporting 802.11.x wireless and Ethernet home network troubleshooting so employees can work remotely.