Summary

Systems and Technical Support Professional with over 10 years of experience in diagnostics, troubleshooting, and supervision in an enterprise environment. In my professional career, the ability to analyze has become paramount among other skills I've honed including creativity, teamwork, and leadership across various departments and teams.My skills have led me to taking each new assignment, every project with a high level of energy and attention to the details in order to deliver a high quality work product to exceed expectations.

Work experience

Confidential

Help Desk Support Analyst

• Manage customer service requests using the Computer Associates Unicenter Service Desk Management System
• Provide senior level technical support for students, faculty and staff on a variety of software and hardware problems
• Wireless configuration and setups of laptops, PCs, wireless phones, peripheral setups and troubleshooting.
• Work in a team environment to provide support to the University students, faculty and staff including 24-hour voicemails
• Assist the Aggie Technical Support with processing approximately 200 telephone calls daily
• Create, update, and disperse Unicenter Service Desk work order tickets, assist users with Blackboard credentials, iNotes, Lotus Notes, Student Google e-mail and Unix accounts.
• Create, modify and escalate service requests using the tracking system
• Provide technical support for new student orientation, and assist with other special projects as assigned
• Interpret and apply University and departmental policies and procedures to support the technical mission of the University
• Recruit and provide training for Student Technology Services
• Manage work schedules for Student Technology Services
• Attend training and meetings as required
• Assist clients with establishing email accounts
• Configure network protocols for email
• Respond to email and voicemail messages for Aggie Technical Support
• Escalate all network AIS problems to appropriate analysts
• Provide training for new helpdesk staff and students
• Setup new laptops and personal computers using University standards
• Responsible for supervision of the Student Technology Staff STS including timesheets and payroll

Confidential

Desktop Support Technician

• Provided technical support to UPS and vendor employees, access to systems including TPX mainframe applications, phones, voicemail, ID creations and deletions, maintained records according to the SOX Sarbanes-Oxley guidelines.
• Responsible for hardware and software installations including PCs, laptops, servers, Hewlard-Packard and Cisco switches, routers, replace defective components.
• Phone and voicemail system administrator using Avaya PBX software for programming telephones, vectors, announcements VDNs for telephone system.
• Responsible for troubleshooting, diagnosing, and resolving hardware and software issues.
• Developed end-user manuals and manuals for technical support technicians. Train/assist new technicians.
• Installed, maintained, and supported server-based applications for employees and vendor of UPS.
• Telephony experience in Digital and Analog Lines, cabling, troubleshoot connectivity, PBX Systems, Cisco technology, Call Management System CMS configurations, Avaya Voicemail, phone and voicemail installations.
• Provided both telecommunication and data maintenance for the Audix voicemail, CMS, AS400 and Conversant servers.
• Experienced in network cabling, fiber optics, testing, troubleshooting and repair.
• Performed monthly system backups and disaster recovery operations for both data and telecommunications.
• Used verbal and written communication skills to create an inclusive and supportive environment for new hire agents during UPS orientation presentation.
• Assisted corporate management with NetMeeting or remote meeting software.
• Used NetOp software to remotely diagnose and resolve issues.
• Provided an adequate and responsive level of technical support for problem resolution during the week, after hours, and weekends.
• Working knowledge of Microsoft Office products.
• Project Management.
• Completed site audits and inventory. Helped save company approximately 2,000 monthly.
• Close resolved tickets in the Helpdesk Field Service HDFS ticketing system.

Confidential

Desktop Technician

• Provided technical support to UPS and vendor employees.
• Provided access to systems, ID creations and deletions
• Phone and voicemail installations, maintenance, PC installation, updates, system backups, diagnose hardware and software issues.

Confidential

Help Desk Supervisor Student Technology Services

• Responsible for supervision of the Student Technology Staff STS including timesheets and payroll.
• Worked in a team environment to provide support to 11,000 students, faculty and staff including 24-hour voicemails.
• Wireless configuration and setups of laptops, PCs, wireless phones, peripheral setups and troubleshooting.
• Created, updated, and dispersed Unicenter Service desk work order tickets, assisted users with Blackboard credentials, e-mail and Unix accounts.
• Trained faculty and teaching assistants on the Scantron scoring machine.