Professional Objective

• Obtain a challenging and rewarding position within an organization where I can contribute and grow accordingly.
• To Learn a Company's infrastructure as to be able to automate most of their tasks, and ease daily activities
• Work in a Team oriented Environment
• Seeking Full-Time Opportunities

Key Strengths

Employment History

Confidential

Helpdesk/Desktop Support Tech

Task Automation

• Automate Tasks
• PowerShell Scripting, PowerGUI
• Report building using SSRS from helpdesk ticketing system database
• Some SQL Querying
• MS Server 2012

Customer Support Roles

• Service any pc issue that comes up
• Automate fixes
• Intake help desk calls from Users across the state
• Password Resets, Account Maintenance, Outlook accounts, etc.
• High volume call center environment
• Registry fixes etc.
• Service any call dealing with HP laptops and desktops, blue screens, OS issues, etc.
• Route ticket to appropriate team if first and second tier support doesn't work
• Keep track of tickets in service now ticketing system
• Remote support using Dameware, teamviewer, Goverlan, Windows Remote assistance and Remote desktop
• 40-50 tickets a day
• Avaya Phone support, VM password resets on Avaya web
• General Phone maintenance
• Wireless Network Account Creation through Cisco Wireless control system

Consultant

Confidential

• Manage Windows updates for all Hp PC's approx. 500-700 using WSUS
• Manage Symantec Endpoint Protection for all HP Pc's using SEP manager
• Deploy packages to Pc's Using SCCM
• Monitor Ticketing System Hp Open view
• Service any Issue with Pc's in Offices approx. 200 User's
• Service any Issue With network connectivity, from jack to patch, and patch to switch
• Service any Issue with Pc's on production Floor, Blue screens etc.
• Keep Track of all New incoming equipment, and equipment needing to be decommissioned
• Assist in Server replacement, and Server maintenance
• Create, Delete, Disable User accounts, Password Resets, etc.
• Utilize Great Customer Service skills in keeping the customer calm during the process
• Utilizing Remote Desktop and RAdmin to remote into Pc's across the plant
• Working Knowledge of PLC's, installing Rslinx to communicate with plc's

Confidential

Systems Engineer

• Network Upgrade 124 branch locations and 11 main offices
• Network upgrades
• Routing and Switching
• Install and configure LAN Switches 2960 series includes both 24 and 48 port
• Install and configure Cisco Routers 2911 series
• Install and configure Cisco WAE device WAAS module installed on the 2911 router
• Troubleshoot Routers and Switches and Protocols used including BGP
• Install and configure Cisco VoIP Phones using TAPS 8945 and 3905 series
• Troubleshoot Cisco Phones and escalate to Senior Engineer if need be
• Fundamental understanding of VoIP
• POE Switches
• IOS knowledge

Confidential

Desktop Support Technician

• Production Support for All of Marysville Auto Plant.
• Ability to think critically in time sensitive situations.
• Pc Lease replacements using USMT
• Understand Process flow and how pc's connect with PLC
• Monitor Ticketing system and SLA's and close accordingly
• Imaging
• Understanding MacAfee endpoint encryption and Endpoint Encryption Manager
• Ability to prioritize between Tickets, Leases and Project Work.
• Troubleshoot any equipment owned by ISG including, printers, desktops, laptops and there peripherals, network jacks, Scan Gun's, label printers, etc.
• Lotus Notes
• Software installs from SMS
• Working knowledge of PLC's

Confidential

Desktop Support Analyst

• Troubleshooting Office pc's and production floor pc's
• Troubleshooting Networking Issues from Jack to Patch, and Patch to Switch.
• Printer repair fuser assembly and formatter board replacement, etc.
• Troubleshooting OS's XP 50 XP machines and Ubuntu 150 Linux machines .
• Troubleshooting Cisco phones 7941 from jack to POE switch.
• Troubleshoot network peripherals, switches, jacks, and cables.
• Administrative tasks account creation, password resets, etc.
• Label Printer Repair on Zebra 4M , and Zebra 400m Print head replacement

Confidential

Desktop Support Technician

• Timely resolution of customer issues in a desktop field service or remote desktop support capacity.
• Remote and hands on diagnosis and repair of PC desktop and laptop systems and their connectivity in a wired or wireless environment.
• Installations, moves, adds, and changes to a variety of desktop PCs and their peripherals.
• Moderate a number of projects and assignments independently using service-now ticketing system.
• Troubleshoot Cisco wireless phones, network peripherals, telephony peripherals and connections from TN to VoIP switch, to the jack.
• Troubleshoot network peripherals, switches, jacks, and cables.

Confidential

Help Desk Support Tech

• Win7/Outlook/Communicator Project
• Answer incoming client and customer calls.
• Troubleshoot software and hardware issue via phone.
• Train end users in the use of equipment and software.
• Acquire and maintain expert knowledge of emerging desktop technologies and software applications.
• Fully document all cases in call tracking software and escalate to appropriate queue.
• Escalate support call to supervisor as necessary...
• Assume ownership of project-related tasks as needed or assigned
• Act as liaison between clients or customers and other IT organizations or external IT vendors.

Confidential

Lead Desktop Support Tech

• Service any issue dealing with any of the related Equipment owned by Rockwell Automation 200 pc's, four servers, and Two MSD's .
• Keep a back-up tape inventory and perform maintenance on the back-up server if need be.
• Keep inventory of all used, and unused equipment two-hundred computers, four servers and two MSD's . Order new equipment if need be.
• Use Global Helpdesk system to track issues
• Lotus Notes

Confidential

Desktop Analyst

• Provide a portfolio of services and investment roadmaps enabling the Brands and Functions to achieve higher returns on their IT investment.
• Provide daily, site-based IT support. Skills required depend on specific emphasis of role: PC, network/server, application, SQL, and telecom.
• Troubleshoot network peripherals, switches, jacks, and cables.
• Administrative tasks account creation, password resets, etc.
• Printer repair fuser assembly and formatter board replacement, etc.
• Desktop support for Offices and production floor approx. 500-600 Windows Pc's

Confidential

Migration Consultant

• Image approximately 150 computers
• Assist in hardware, software, or network issues for different departments