| Summary |
- An efficient, organized, detailed oriented individual, who possesses over 9 years of strong customer service, analytical, and technical experience.
- Technical Skills : Windows XP, Windows 7 , Microsoft Office Suite Word, Excel, Power Point, Visio, Outlook ,Network, Internet Navigation, Internet Explorer, Remedy, Siebel Service Center and ServiceNow Ticketing Systems, Crystal Reports, OS Installation, Software Management PointSec, BitLocker encryption, Remote Administrative Software, Call Tracking, Database Management, Witness, Kana, Telnet, Citrix XenApp MC, ThinClient, RSA Token, VPN, VM Ware , Voice /IP, BES, GOOD, MS Server 2003 2008, Active Directory, Routers and Switches, MS Exchange, SCCM, Asset management.
- Able to effectively work both independently and in a team environment.
- Able to handle and prioritize multiple responsibilities.
- Excellent written and verbal communication skills.
- Strong problem solving and research skills.
- Bilingual : English and Spanish
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| Experience |
| Confidential Desktop Support Engineer |
- Provided outstanding customer service to our business customers in the area of distributed desktop support helpdesk support, desktop, server and mobile support to over 800 users, in house and in virtual offices across the country, documenting all issues through ticketing tracking system and updating knowledge base.
- Install, configure, maintain, and troubleshoot a wide range of software used throughout the network in an Active Directory environment.
- Install, configure, encrypt PCs laptops, setup network printing devices, peripherals, setup video conference equipment, rack switches and patch cables
- Implement and maintain network standards utilize tools sets such as Imaging software, Active Directory, and Remote Desktop
- Proactively analyzed constituent data and identified issues and trends. Recognized and acted on the needs to improve the development and delivery of products and services. Clearly identified what must be accomplished for successful completion of business objectives.
- Lead systems migrations and roll outs and ensure secure desktop and network configuration, policies and practices
- Train PC users in accordance with company training program, instructing them in the use of equipment, software and manuals.
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| Confidential | Confidential |
| Help Desk Support Specialist - Performed support for Application, PC and VoIP issues called in to the Help Desk. Recorded issues called in via ticketing system. Used available administrative tools to achieve problem resolution, such as Remote Desktop, LanDesk Remote Control, AD , Exchange MC, Citrix MC and Microsoft Communicator. Reached out to application support, Desktop team and SME for issues that could not be resolved within Tier III
- Created user account via Exchange Management Console and Active Directory granted or denied access to company applications and resources via Group Objects, such as Functional Groups
- Processed Work Flow request for licensed software non-licensed software system access Exchange, Active Sync hardware request relocation of hardware VPN Application access including modification of existing access and exemptions
- Assisted with documentation of processes, how-tos and system troubleshooting
- Developed, motivated, evaluated and coached staffs on work procedures, proper call handling and teamwork delivering excellent customer service. Visible and available to staff to answers questions, monitor calls and give ongoing feedback.
Member of Technical Staff Help Desk Analyst - Provide phone support to Verizon Wireless Internal End Users, Indirect, and Resellers Agents
- Work as a team member on small to intermediate size technical projects of low to average complexity
- Work under the direction and supervision of senior Technical Support/Services staff and management
- Completed assigned technical tasks on time e.g., design, development, implementation, testing, maintenance, etc.
- Proactively monitor and control all production systems and networks to maximize systems availability
- Perform problem resolution activities according to established procedures and make supervised-decisions that impact assignments
- Resolve assigned Trouble Tickets within the established timeframes while providing quality customer service
- Proactively communicate status reports and issues to manager
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