SUMMARY:

• Highly adept, details oriented Technical Support Specialist with 14+ years’ experience providing full - scope hardware, software application, network configuration, and desktop support to clients. Increases organizational productivity by ensuring IT systems and processes operate efficiently. Known for forging strong client relationships and delivering timely and exceptional project results. Well-rounded and reliable leader with outstanding communications and interpersonal skills.

TECHNICAL SKILLS:

• CyberArk | ServiceNow | Active Directory | Pulse | Entrust | McAfee Encryption Policy | Dameware | LAPSUI
• TCP/IP | LAN/WAN | DHCP | DNS | Routing | Switching and Firewalls | Email Application Management
• Spam Troubleshooting | Sprint LTE | CDMA | Broadband Access Networks | Sprint CDMA | Wi-Max
• 4G Networks Spirent | TRAMS | TRS | LEC/AAV Data System | NRM | Secure CRT 6.7 | SSH | Telnet
• CLI | ACSR | Remedy TTS

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Specialist

Responsibilities:

• Adept with operating in a dynamic, enterprise-level environment and resolving high volume trouble tickets; a truly selfless customer service oriented professional.
• Primary remote support for Microsoft 365 issues, installation, implementation, migration, and troubleshooting.
• Conducts data entry, reporting, and navigating various systems, specifically ServiceNow.
• Supports and assists end users with License Clean Up tool, ADX email, and web portal access.
• Employs Knowledge Base (KB) for trouble ticket reassignment, escalation, resolution, and closure; ensures satisfactory resolution of end user issues; Conducts root cause analysis of reported incidents.

Confidential

Resolution Technician

Responsibilities:

• Employs Dameware, Teams and Voice call tools to remotely set up new, additional, and replacement computers for new and existing users.
• Provides instruction and addresses end user questions on the use of new laptops and PCs.
• Manages trouble ticket queue via ServiceNow; ensures tickets are updated, resolved, and closed according to the defined service level agreement.
• Installs and configures PCs, laptops, and mobile devices with Office 365 apps, VPN, and mobile soft token.
• Identifies potentially risky issues to end user experience and develops preventative action steps.
• Manually install One Drive, Sync web portal One Drive, asst. and knowledge end user use and different options One Drive can provide.

Confidential

IT Analyst II (Remote)

Responsibilities:

• Utilized ticketing system (ServiceNow) to communicate and thoroughly document issues and opportunities.
• Created and managed ticket queue daily to make sure all tickets have been updated and resolved effectively.
• Diagnosed and troubleshoot simple and complex issues for both IT hardware and software by utilizing all available resources provide such remote and mobile facetime.
• Diagnosed and troubleshot simple and complex issues for both IT hardware and software by utilizing all available resources provide such remote and mobile facetime.
• Implemented audits and configuration needs for staff and contractors both remote and on campus.
• Provided staff and contractors with HOW-TO resolutions for future IT issues and preventions.

Confidential

NTT DATA Senior Field Technician Associate

Responsibilities:

• Integral member of special projects team charged with migration of Microsoft One Drive and Microsoft Intune migration rollout; led of business and non-business end-users on software employment.
• Ensured 100% customer satisfaction by advising customers on preventive maintenance procedures and configurations that may impact product performance.
• Meticulously identified issues that could adversely impact end-user experience and advised on mitigating process steps.
• Oversaw on-site and remote imaging and installations, as well as implementation, maintenance, troubleshooting and repair of hardware (laptops, notebooks, printers, and peripherals).
• Effectively executed technical support for web-based software application issues via sound diagnostic procedures and implementation of recommended solutions.

Confidential - Atlanta, GA

IT Specialist Technician

Responsibilities:

• Created and coded trouble tickets for outages via ACSR and Remedy TTS software.
• Led inner-office communication system projects to include running and terminating infrastructure cabling between workstations and communications closets.
• Built out and configured PCs and laptops; installed software per product updates and end-user requests.
• Enhanced new hire on-boarding experience by procuring peripherals and equipment components.
• Provided desk side support for Windows XP, Windows 7, and Windows 8.1 installation, as well as assisted users with operating system, firewall, and routing issues; conducted audits for unlicensed software.
• Completed and migrated over 2000 users from Airwatch to INTUNE Company portal.
• Asst. End users with One Drive file transfer and web portal sync.
• Admin for Office 365 application, shared emails and calendars, email access and forward email permission.

Confidential - Atlanta, GA

Network Control Technician II

Responsibilities:

• Network Engineer for Wireless Network Operations Service Assurance; Led globally dispersed, 10-member team, prioritized work items, tasks, trouble tickets, and field technician deployment.
• Led Disaster Recovery operations: provided 24-hour on-call project support for power-outages, Ethernet fiber cuts, and hard-down T1 circuits.
• Managed inter-carrier troubleshooting and resolution for 100 plus cell towers nationwide.
• Evaluated QoS parameters; frame loss, latency, and frame delay variation (jitter) for network.
• Performed real time analysis, notification, fault trends and escalation, and alarm network faults.
• Reconfigured and upgraded software on routers, switches, and Virtual Private Network (VPN).
• Prioritized and troubleshot Carrier Ethernet Mobile Backhaul from 10 Gigabit IP Aggregators.