Experience

Confidential

Help Desk Support

• I'm responsible for imaging new computers for upgrade and wiping out the old computer that was being replaced by the new one using Ghost Cast for both processes. I ensure that the image is configured with correct operating system and domain by using Desktop Automated Reimage System DARS . Update user profile in DARS, from Ready to Complete, Pending, or No Show depending which status the situation applies to.
• I deploy, configure, and setup all new laptop and desktop upgrades from Win XP to Win 7 as well as handle the physical setup for it in the employee cubicles. I fill out a tech profile checklist as I work with the user to ensure they have all the programs and files they need to perform their daily job functions. This includes: mapping network drives, adding network printers, copying My Documents, Favorites, and Desktop icons from old computer to the new one, as well as Outlook .pst files and shared mailboxes, and Lotus .id and .nbk files. Responsible for configuring preferences such as extending desktops for multiple monitors, or resolution of desktop to be bigger or smaller at user's request.
• I used EDMP to push software to computer for missing installations as well as configure them on the computer after installation. Installations include: MS Outlook, Lync 2013, Lotus Notes, WellPoint FaxAssembly and FaxIndexing, Cisco AnyConnect, Isis widgets, BTS MacroSessions, RightFax, etc. I use DameWare to access user's computers remotely to help assist them with computer issues or configurations. As well as add DNS suffixes to resolve issues with mapping shared drives.

Confidential

• Provided IT/Help Desk support to behavioral health department to ensure continuous daily operations and functionality, therefore increasing productivity. I help with new user setup, which entails physical phone and computer configuration. Trained new employees on how to use the NetSmart System. Upgraded Windows XP to Windows 7. Transferred over user's profile from old system to the new system.
• Trained employees on how to use and/or access VPN services for remote log in. I reset passwords for Cisco VPN password lockouts or for users who forgot their VPN password.
• Provided IT/Help Desk support to doctors/providers over the phone when using the company's online web system known as Provider Connect. Instructed users how to reach the website, sign in, and access members in the database. I also provided support for password and/or username changes, during password and username lockouts. I would trouble-shoot issues to find a resolution for any technical issue and for any user that didn't get their issues rectified over the phone received a confirmation that their technical issue would be escalated for further troubleshooting and resolution.

IT Workforce Development

• Provided IT/Help Desk support for 50 employees at a call center that worked with NYS Medicaid. I served as hands on support for the network administrators we had in our Texas headquarters. I was responsible for ensuring continuous operations and making sure the entire network is running without interrupted functionality.
• I was responsible for new user setup. I did all network setup and configuration for the phone and computer LANs. This entails physical phone and web configuration, as well as computer and printer software installs, upgrades, and updates.
• Created and documented helpdesk tickets for each hardware or software issue and completed each ticket when resolution for that issue was found. Updated and installed Win XP operating systems and applications if necessary.

Help Desk Support

• Provided extra support to the network administrator, and provided help desk support to company employees over the phone or in person, if necessary.
• I traveled between 2 sites Headquarters and Warehouse providing IT support for their in-house applications that served as their inventory system. Administered MS Windows XP upgrades to all workstations at both sites. Also did the installations for MS Office, MS Outlook, and various in-house applications.
• Provided support to users having issues with VPN log in. Reset passwords if necessary for user to gain access. Installed VPN client on new user workstations as well. Provided support using VNC or remote desktop to log into user's computer remotely.
• Troubleshot, and resolved, or escalated all computer user problems ensuring uninterrupted performance of the company's network operations. Created and updated help desk tickets in the company database.

Help Desk/End User Support

• Administered the network with permissions to add/remove programs, add/remove user accounts, update accounts, and do password resets for NT logon and VPN client users. Demonstrated ability to maintain confidential documents and work efficiently in a fast-paced environment.
• Created Microsoft Access databases and Excel spreadsheets for maintaining data. Produced user friendly instructions with detailed step by step directions for new users to learn a program.
• Responded to user computer issues over the phone or in person. Each issue was logged and given a ticket number to help track the issue. Resolution was found at the time of call or in person, and if not, it was escalated for further research and resolution.