| Skills | A Certified, Strong Customer Service Skills, Help Desk Remote, and Desk side, Windows 7 Enterprise, Simpana Commvault, Microsoft Server 2003, 2008 R2, Microsoft Exchange 2010, SharePoint 2010 Symantec Ghost, Windows Image X, Active Directory, SCCM 2012, Remedy, Magic, and Track-it, IHEAT Ticketing systems. LANDesk, System prep, Image maintenance and creation, Hardware Break/Fix, Technical Reporting. Network Management and Maintenance. Microsoft Office Suite 97-2010. |
| Experience Confidential Technology Support Analyst - Level II Installation, configuration ,and troubleshooting desktop systems including operating systems, applications, hardware and peripherals
- Administer and Maintain SharePoint Team Site, and Complete Technical Documentation/maintenance of SharePoint knowledgebase for L1
- Worked with VMware VSphere client building test FTP servers for Financial Operations Division.
- Work With Commvault software to manage weekly tape backups/restores as needed
- Work with SCCM 2012 to image workstations for replacement/refresh
- Work with Oracle Virtual Box for testing Software in Windows 10.
Confidential Service Desk Analyst - Answering, evaluating, and prioritizing all incoming IT service requests utilizing technical skills, research, and the Knowledge Base to resolve as many IT service cases as possible
- Installing and troubleshooting desktop/mobile hardware and software according to department standards and procedures.
- Documenting incident resolutions and contributes to IT Service Desk Knowledge Base.
- Answers incoming calls for Gateway Batch File processing requests.
- Answering incoming calls for our Call Center entering Service Notifications for Technicians to repair PBV Equipment.
Confidential Desktop Support Technician - Support the Second level technical support of Client systems in the providing of expert problem analysis and resolutions
- Used SCCM and Active Directory to Change passwords, perform software inventory, and obtain information pertinent to upgrades for reporting
- Participated in the refresh project to update desktop and Laptops from XP to Windows 7
- Next day support after windows 7 upgrade
- Profile and data migration including email and proprietary software provided detailed technical Documentation on resolved incidents.
Confidential Desktop Support Specialist - Participated in the refresh project to update desktop and Laptops from Windows XP to Windows 7 using Imagex.
- Responsible for all data migration and Endpoint encryption on all laptops
- Document and maintain inventory database of work completed Troubleshoot post upgrade deployment issues with Windows 7
Confidential Technical Support Specialist - Front-line responsibility for: local personal computer hardware, software applications, printers, telephones, I-phones, and Android devices
- Maintain all server Cabinets at both locations.
- Responsible for all Break fix, Installs add, Move and Change Request
- Laser printer troubleshooting hardware, connectivity, and app printing
- Active Directory Move add Change, File permissions, AS setup/troubleshooting and Maintaining TSS documentation
- Backups, Restores and data recovery as needed.
Confidential Desktop Support Analyst - Provided desktop support to staff via remote desktop utilities and in person for Microsoft operating systems in a mixed Netware and Microsoft Active Directory environment
- Work with Remedy 7.0 to track and update incidents, and reports.
- Removed Viruses and Malware, helped to implement virus protection in various Builds
- Created and deployed images, patches and software updates via LANDesk and Ghost.
- Worked with Guardian Edge Encryption install and maintenance on Laptops/Desktops.
Confidential IT Support Specialist - Provide support for Microsoft Office 97-2007
- Coordinate and implement PC, phone, and printer move/add/change requests for site.
- Provide support for VPN, dialup, and wireless connectivity solutions.
- Repair and maintain desktop and laptop hardware. Transfer data encrypted with Credant Mobile Guardian Shield as necessary for PC repair or replacement.
- Perform daily tape backup procedures.
- Support AV teleconferencing equipment.
- Install and support industry specific software.
- Maintain network connectivity for all PC's, phones, printers, and servers.
Confidential Technology Support Analyst - Perform on-site analysis, diagnosis, and resolution of complex desktop computer problems at the end-user level, and recommend and implement corrective action / solutions as needed.
- Resolved Remedy Incidents at clients desk and remotely using REALVNC
- Participated in the Exchange Migration project to consolidate the department to one mail server
- Worked with Outlook folders, mail backup, Calendars and contacts.
- Installed MacAfee Safe Boot Encryption on all Laptops and administrated users.
Confidential Desktop Support Specialist - Worked With Novell OS , Netware 4.9
- Where required, administer and resolve issues with associated end-user workstations and software products.
- Responsible for 5 different campuses East Wake and Knightdale
- Set up users and network shares.
- Set up and maintained wireless access points and Network connections
- Used IHEAT call tracking software to close and track incidents.
- Used Active directory as well as Netware admin in two different server environments.
- Used Symantec ghost to power cast images of school computer labs.
- Ordered warranty parts for hardware repair.
Confidential Desktop Support Specialist - Client Installs of new PC's printers and Peripherals
- Supported the GSK Connect Migration Team with Laptop conversions from NT WIN 2000 TO XP Pro
- Promoted from Logistics to Desktop support in same year
- Worked with Hardware issues with Laptops for the sales Team.
- Helped with the network upgrade from 10mbit to 100mbit at various offices on the GSK Campus Saturn Project
- Helped Track equipment maintained Lotus Notes Database
- Worked with Remedy call tracking software resolved client tickets and tracked progress of queue.
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