TECHNICAL SKILLS:

Software: Microsoft Office Suite, Visio, LogMeIn, Hyper - V Manager SCCM, Kbox, Active Directory, Avigilon Microsoft Exchange, Office 365, Cisco WebEx, Slack, Ivanti, Azure, PuTTY, Box Sync, WMW, SNOW Ticketing System, Jira, Remote Landmark, Okta, Oracle, Skype for Business, VNC Server, Mitel, Cherwell Service Management, Win 7, Win 10, iOS operating systems, Air watch, One Drive, Showmypc.com, OPAS ticketing System, PuTTY, Cisco Packet Tracer.

Hardware: Disassembling and reassembling desktop, Lenovo, Apple MacBook, Dell laptops, Switches, MPLS Printers, Receipt Printers, Hubs, routers, Cisco Phones.

Network: Mapping and connecting network printers.

Imaging: Dell Imaging, via Image Direct.

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Engineer

Responsibilities:

• Setting up and configuring peripheral devices throughout teh floors in teh building.
• Shipping out as well as storing teh equipment in our storage inventory room.
• Troubleshooting teh users issues at our starbar dat we has on teh first floor
• Remoting into teh user’s machine using Microsoft teams throughout teh United states.
• Configuring teh conference rooms for different departments and higher ups as requested.
• Checking teh user’s account access using Mercedes Benz in house software made by Daimler.

Confidential, Atlanta, Ga

Lead Desktop Support Engineer

Responsibilities:

• Managing onsite inventory from MacBook’s, Lenovo’s to HP machines and Peripheral devices.
• Setup Onboarding layout and playbook for teh upcoming candidates wifin teh Desktop Support Group.
• Use remote access such as Microsoft teams to execute troubleshooting skills to debug a situation.
• Configure and setup 2 of teh network Konica printers throughout teh Atlanta site.
• Build and setup all teh Laptops throughout teh united states for every Confidential user before and during teh pandemic while also halping teh user wif Azure setup instructions and Ivanti.
• Delivered white glove service for our Higher up members such as teh CEO and CFO when needed.
• Took calls on weekends to make sure our inventory process was in line for our upcoming new hires.
• On standby to configure teh Crestron units for our large conference rooms and monitored teh conference calls.
• Worked wif teh network team to create onsite access for Confidential guest and users to enter teh building using avigilon.
• Check teh sever ports to make sure we had network connectivity when they were down.

Confidential, Ga

Field Tech Analyst

Responsibilities:

• Reimaging and configuring up to 6 Dell Laptops and Desktops daily.
• Managing teh inventory room wif incoming and outgoing equipment.
• Driving to different sites to troubleshoot or setup new Pc’s and printers.
• Adding teh user’s machines into teh OU’s and unlocking account passwords.
• Working wif Directors and managers to schedule times for upgrades on their machines as well their employees.
• Using trend micro software to encrypt machines for security standards.

Confidential, Atlanta, Ga

IT Support Analyst/Mobile Lead Support

Responsibilities:

• Configuring and troubleshooting around 14 iPhones a week before deploying them.
• Backing up user’s iPhone data via iTunes and configuring their emails through exchange.
• Checking user’s eligibility upgrade status in order to see they are able to receive an upgrade.
• Assisting Senior level executives to Teh CEO on technical issues dealing wif Apple Products.
• Setting up video conferences and running test on teh audio and video prior to teh meetings.
• Shipping and receiving servers as well configuring them and installing them in teh server room.
• Documenting teh supplies and orders of equipment from teh procurement team every day.
• Troubleshooting and remoting up into user’s machines around teh united states.
• Mapping printers and updating teh drivers on user’s machines.
• Reimaging legacy Pc’s from windows 7 and implementing windows 10 through teh image process.
• Installing office suit for teh users in order to has teh latest MS software from our Intranet site wif MS 365.
• Installing WebEx and configuring it, therefore teh user will be able to connect to conference calls.

Confidential

Service Desk

Responsibilities:

• Handling up to 45 calls a week for teh email migration while on teh project.
• Facilitated up to 12 calls a dad for escalating issues to its appropriate group.
• Installed Air watch onto user Android and IOS mobile devices.
• Using Citrix to connect teh applications wif teh server, along wif active directory.
• me inquired teh user operating systems such as Win 10 or Win 7 to user a certain remote application to join their machine.

Confidential

System Administrative

Responsibilities:

• me supported up to 4 locations in teh state of Georgia, by either driving to teh location or remote.
• me assisted up to 1000 employees around Vanguard, from techs to cashiers to VP’s.
• Setup up conference rooms videos for teh meetings dat were being held.
• Used active director to placed users in certain groups or to mirror their colleagues’ profile and password resets.
• Provided machines wif correct reimage process they needed and tan setup teh equipment.
• Manage teh printer issues and if was something me couldn’t handle tan me would call out a tech.
• Assisted wif phone setup for direct phones and halped wif emails on cellphones.

Confidential

Service Desk Analyst

Responsibilities:

• Manage up to minimum 20 calls a day to asset current employees and former employees to login into their accounts.
• Remote into teh user’s machines to better guide them and make sure there using teh right internet browser dat supports teh Okta application.
• Update teh user’s password and extend teh users accounts in Active directory.
• Update ticket in service now to let teh manager know and teh internal users know teh status of their ticket request.
• Create around 14 tickets a day to Human Resources, which connects teh users wif their issues in a organize manner.
• Reset passwords in Oracle application in order for teh users to check their paystubs.
• Redirect calls and assigned tickets to teh correct organization dat need to be.

Confidential

Lead HP Technician

Responsibilities:

• Flew out to different sites every week around teh United States to manage a team of 5 techs.
• Provided each tech wif an assignment me needed them to do in order to finish teh task in a reasonable timely manner.
• Shifted up 16 to 200 legacy desktops a week and restored them wif teh new ones.
• Updated my team’s progress report to teh higher ups for conformation.
• To update teh user’s calendars, we would use Microsoft exchange.
• Meet wif teh building site floor operator to obtain teh floor layouts for about 2 to 4 floors.
• Installed software such as WMW+ which stands for Wealth Management Workstation for teh clients.
• Assisted about 16 to 200 members each site every Monday wif their email’s logins and pst files as well configure their monitors.

Confidential

Desktop Support Analyst

Responsibilities:

• Manage up to 10 new hire desktop setups per day ahead of SLA.
• Restored up to 8client’slaptops a week, simply by reimaging them and setting teh users back into teh system.
• Assisted over 12 clients a day wif their machines by gaining access and remotely applying their applications.
• Provide advanced technical deployment support for PC and related systems wif, Windows 7/8 and legacy Windows XP systems as well Mac OS X
• Supported 4 buildings, serving as many as 4,000 Cox Automotive employees.
• Dealing wif Email migration and using Microsoft exchange to sync teh users data on their mobile devices

Confidential

Customer Service Representative

Responsibilities:

• Operated teh personal digital assistant to scan more than 80 client’s mail, delivered it to them in a reasonable time.
• Produce an abundance of over 1,000 copies each day, In addition me forwarded teh flies over to teh clients when they needed assistance
• Quality checked up to 450 jobs a week to make sure teh printers haven’t produce copies wif errors, wif timely delivery of teh projects to teh customer.

Confidential

Cashier/Customer service

Responsibilities:

• Assisted more than 100 customers throughout teh weekend proving them wif beneficial feedback on their appeal
• Managed approximately 500 customers monthly by ringing their items up in a timely and secure manner.