Profile

Microsoft Certified IT Professional with combine Fourteen years experience providing friendly, courteous, and quality systems support to all end users in a wide variety of environments. Extensive experience in a Tier 1 and Tier 2 phone customer technical support environment with face to face, incoming telephone calls, voicemails, web-submissions, emails and/or chat. Experience in ITSM tool i.e. Service Now, BMC Remedy, Clarify , VPN solutions, troubleshooting LAN WAN, Citrix XenApps v7.0 terminate stuck session from Citrix Console Active Directory provisioning to create, delete, disable/enable, unlock and modify user accounts . Deploy hardware equipment per service requests. Open/close incidents and service requests in an ITSM tool while updating incidents and service request.

Work Experience

Confidential

Contractor

• Resolved all STERI Technical incidents via phone, email using Service-Now ticketing or scheduling onsite visits to various campus sites. Average 12 to 30 calls per day within 30 seconds SLA required
• Maintains password reset security, data integrity, file system security, and backup process for end-user environment in both production and VMware Active Directories.
• Configuring and deploying desktops Compaq 6200 6300 and laptops HP 8460p 8470p to Corporate Field end-users in a timely manner.
• Responsible for local and facility desk phone Avaya Series installation, Wireless Device Samsung Galaxy s3, iPhone4s, Blackberry Curve 9370 Series, and Motorola Android 4 mobility setup for MaaS360 and Corporate emails for end-users to upper management. Along with additional training in customizing their mobile devices based on their preference.
• Attend weekly team meeting to review outstanding issues and/or to discuss new trends or projects.

Confidential

Contractor

• Provided Tier 1 and Tier 2 service desk support for a variety of technologies issues via phone, voicemail, and web submittals using Remedy average 30 to 60 calls per day within 2 min SLA .
• Primary support calls are software/applications issues connectivity and access issues hardware support supporting remote users and locations supporting and troubleshooting Citrix XenApps v7.0 issues terminate stuck process on servers identifying UserID, Apps, Client Name on CITRIX Console .
• Open/close incidents and service requests. Update incidents and service requests. Keep coworkers informed of the status of their tickets. Ensure follow-up is performed with level 2/3 support.
• Meet all productivity and quality goals as measured by the department.
• Secondary Functions: work on routine, entry level projects general client administration activities create knowledge base articles.
• Responsible for internal desk phones and wireless mobility devices for iPhone4, iPad3, Galaxy S3, and Android 4 along with additional training in customized device per user's specifications.

Confidential

IT Service Desk Agent weeknight/weekend support

• Provide Tier 1 and Tier 2 customer technical support for clients Westcon, Children's Memorial Hospital, EmployBridge, Innovative Dialysis Service IDS , Juno Electrical, Alden Network, Great Lakes Dock District, Cancer Care Center C3 , and One Call Medical with user management, hardware, software, and other helpdesk issues.
• Ensure and follow up with coworkers the status of their tickets.
• Administrate password resets as an administrator for several applications for the company: Active Directory account lockouts, password resets and CITRIX XenApps 7.0 terminate stuck sessions .
• Installed software/hardware on assigned company's laptops, desktops, Thin Clients, and WYSE.
• Supporting Windows XP/2007, Blackberry Enterprise Server, LogMeIn, Teamviewer, CRM duties.
• Troubleshot clients local and network printers, Wireless Mobility Devices, VPN Client, Dame-ware.

Confidential

Help Desk Specialist

• Served as primary point of contact for all help desk issues for 250 employees not-for- profit hospice serving over 600 patients per day by Outlook 2010, In-Person, Web-Based inquiries using VPN Support, Remote Desktop, and BOMGAR application.
• Manage all agency help desk requests including timely resolution of first level requests and assignment of higher level requests to appropriate resources.
• Developed and provided help desk reports as requested by agency management.
• Manage distribution of incoming employee equipment and existing employee upgrades including imaging of new and upgraded equipment via Microsoft Distribution System imaging system.
• Produce training manuals for new employees and performed retraining of existing employees based on self-developed manuals.
• Created new user accounts in Microsoft Active Directory and Exchange 2010 and trained new staff on the use of agency systems.
• Managed agency user account permissions and group memberships as required by agency policies.
• Managed staff phones in Cisco Communications Manager VOIP system including creation of user accounts, assignment of phones and voicemail accounts and management of voicemail distribution lists.

Confidential

Contractor Sears Holding Corporation Project

• Serve as the primary point of contact for all technical support issues for over 5000 employees in the nation's fourth largest broad line retailer serving over 4,000 full-line and specialty retail stores in the United States and Canada.
• Managed distribution of pre-ordered hardware, software, and licenses of existing end-users.

Confidential

Contractor

• Served as primary point of contact for all PeopleSoft issues, for over 500 employees in the World's largest independently owned public relations firm founded and named after Daniel J. Edelman.
• Provided technical guidance and rollout of PeopleSoft implementation through United State.

Confidential

Contractor

• Managed all technical support issue including timely resolution of first and second level requests and assignment of higher level request to appropriate resources to the world's second largest bottler of Pepsi-Cola products.
• Management of Windows 2003 Server server bounce , AT T/Sprint Network power outage , Cisco 871 Router down backup , and hardware/software migrations.