SUMMARY:

• Extensive experience in managing customer relations providing a progressive and fulfilling interface between the ITSM backend environment, stakeholders and end users. Highly capable in the international workspace with IT support staff and users coming from diverse backgrounds and nationalities.
• Excel in managing the customer experience and expectations.
• Prolific production of Knowledge Base content, and user .
• Extensive experience in supporting and managing IT Infrastructure resources. Hardware and Software deployment, WAPS, Servers, Desktops, Laptops, Application support, Updates and Patches, Mobile Devices, User Accounts and Access Management.

TECHNICAL SKILLS:

Software/Protocols: Active Directory - Active Roles - LDAP, DHCP - DNS - TCP/IP, Windows Operating Systems XP - 2010, MS Office - all versions, MS Servers NT-2000. Symantec End Point Protection, Microsoft SCCM, Microsoft Exchange, Cisco Unified Communications (UC) - Telepresence, Bomgar, RDP, WebEx, FTP, SharePoint 2013, Google Drive/Docs, Cisco AnyConnect VPN, Cisco Jabber - IBM Sametime, BitLocker - MST -SFTP - Druva Backup, VMWare - vSphere, WordPress - Drupal, HTML5 - CSS3, Python

Devices/ Equipment: Workstation HW/SW troubleshooting, Workstation break-fix and imaging Dell - HP (some) Mac, Smartphone Hardware and Accounts (android and IOS - ActiveSync), Remote troubleshooting, HP and Dell backup devices, Network closet management, CAT5 Wiring, HP-Dell blade and box servers, Cisco & Linksys Switches, Wireless Access Points

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk Analyst - Account Administration

Responsibilities:

• Founding member of the Confidential “Global Help Desk” team. Actively taking part in the creation and establishment of Service Level Agreements and Knowledge Base content. In this role I drove the creation and dissemination of content specific to both, the IT support staff, and end users in the form of PDF guides, eMail templates, and KB articles imbedded in ticketing system (HP Service Manager).
• In time, I streamlined the support documentation process via the creation of “GHDGuides” internal web. Ultimately converting most of the KB content, templates and PDFs into more searchable user-friendly web content.
• Initiated and managed all communication bridges for all international incidents including, network and power outages, content delivery and other critical failures. Brought together all necessary multi-site staff and/or technical assets for resolution. Prepared notes for “Post-Resolution” reviews.
• Ten years as the Night shift lead supporting 5500 Microsoft, Unix, and MAC users in 42 global sites, plus 14,000 VMs in three Data Centers. All conducted via Phone, Bridges, eMail, HPSM, Network and DB monitoring tools.
• Diagnose and/or repair software, hardware, network, access, and other issues globally. 85% first call resolution.
• Managed User, Service, and Distribution Accounts. Managed Group Accounts and Group Policy Objects via Active Directory-LDAP and MS Exchange. Configure, monitor, and support Enterprise Applications. Including but not limited to: ActiveSync, MS SCCM, Cisco AnyConnect VPN, Symantec Anti-Virus, MS Office, VMWare, Cisco UC Telephony, Android & IOS Smartphones, Google Docs/Drive, SharePoint, MST, Bitlocker, and Druva Backups.
• Meet with department heads and managers in support of Planning and Change Management.
• Troubleshoot and repair Outlook configurations, PST - OST files, Profiles and user-group rights.
• Primary support technician for all VPN connectivity and content access issues.

Confidential

Local IT - Systems Admin

Responsibilities:

• Sole “on-site” engineer for local asset fund owned by nationwide Insurance.
• Successfully managed and implemented office relocation from Lake Oswego to the Wells Fargo tower in Downtown Portland. Restarted new office on day one with no user or system downtime.
• Responsible for all technical assets in a 75-person Office, including but not limited to HP Workstations, Servers, networking, Avaya and POTs telephony, Printers, MFD’s and Video Conference equipment. All in compliance with, and at the direction of parent company, Nationwide Insurance out of Columbus
• Sole “on-site” engineer for CompuCom under its Global Infrastructure contract with General Electric Responsible for all Hardware, Software, Network Closets, Network drops, and Wireless Access Points.
• Maintained all related Inventory, and sitewide backups for a 400 Person Office and Manufacturing site.
• Managed all (Dell) Server, Workstations and Laptop images and/or installations.
• Created and managed two Customer Support Labs, A room, and Sensor Test Labs, under local management directives. All subject to overnight (purpose based) turn-arounds.
• Managed all Printers, Plotters, and other hardware specific to manufacturing PCBs.

Confidential

Help Desk Level I

Responsibilities:

• Facilitated all requests and incidents via Helpdesk Telephony and eMail. 65% First Call Resolution
• Supported Statewide linemen and MTD (radio) equipment
• Dispatched level II hardware issues.
• Managed Mail and Application Accounts via Lotus Notes Server.