SUMMARY

• Provides supervision and leadership to members of the technical support group and helpdesk.
• Consistently demonstrates effective people management including establishing goals and expectations, organizing work, and assessing performance.
• Plans, coordinates, and conducts functional studies, feasibility studies, and cost benefit analyses to determine the adaptability of established and proposed information system desktop applications.
• Develops, maintains and provides key performance indicator metrics reports for all IT services.
• Responsible for all desktop software and hardware inventory compliance.
• Deployment of standard workstation software image
• Provide Deskside assistance to user issues
• Provide users with one to one or group training to various softwares
• Troubleshoot technical, operational, or customer service problems and takes corrective action to resolve conflicts
• Function as Help Desk providing first line of customer service as necessary.

TECHNICAL SKILLS

• Mobile devices: Confidential, Confidential, Android
• Microsoft Office: 2007/2010/2013/ O365
• Operating Systems: MAC:OSX, Windows 7, Windows 10
• Knowledge of Xerox & HP Printers
• Laptop/Desktop Repair

PROFESSIONAL EXPERIENCE

Technical Support Supervisor

• Provides supervision and leadership to members of the technical support group and helpdesk.
• Consistently demonstrates effective people management including establishing goals and expectations, organizing work, and assessing performance.
• Plans, coordinates, and conducts functional studies, feasibility studies, and cost benefit analyses to determine the adaptability of established and proposed information system desktop applications.
• Develops, maintains and provides key performance indicator metrics reports for all IT services.
• Responsible for all desktop software and hardware inventory compliance.
• Recommends network and user-based desktop hardware and software, including printers.
• Consults and confers with professional, technical, and managerial staff to define their IT desktop and LAN technologies.
• Coordinates projects with BHHC senior staff, stakeholders, and providers.
• Monitors and maintains integrity of established BHHC Information Technology security policies, practices, and procedures.
• Develops and documents standardized user processes and procedures and "how to" documentation.
• Develops and supports standards for BHHC-wide use of network services including Active Directory group policies.
• Recommends BHHC-wide policies for desktop hardware and software.
• Evaluates new technologies, methodologies, and Information Technology trends to insure that BHHC's computing infrastructure meets current and future needs.

DESK-SIDE SUPPORT ANALYST

• Deployment of standard workstation software image
• Provide Deskside assistance to user issues
• Provide users with one to one or group training to various softwares
• Troubleshoot technical, operational, or customer service problems and takes corrective action to resolve conflicts
• Function as Help Desk providing first line of customer service as necessary.
• Function as subject matter expert, assist fellow Help Desk members with providing correct course of action for incidents.
• Check to see if there are operational issues and address or escalate when applicable, communicate with support groups at local, regional and global levels for any operational issues including change in process.
• Consistently check the Help Desk workload list and apply all necessary actions to resolve the incidents.
• Communicate and follow up in a timely manner with end users and others as to status of outstanding items.
• Troubleshoot hardware issues for all firm-standard technology including Dell laptops and desktops, Confidential, iOS and Android devices, HP printers, etc.
• Conference room setups including A/V and video conference equipment and general support for network connectivity, both wired and wireless.
• Physical moves, adds and changes of technology hardware including desktops, monitors, printers, etc.

IT ADMINISTRATOR

• Provide hands-on support for enterprise desktops, laptops, and application in a Windows network environment.
• Diagnose and troubleshoot PC hardware, desktop and enterprise software, network, remote access, and network printer issues

IT MANAGER/ADMINSTRATOR

• Set up, refine, and maintain system alerts for the ESXi hosts and VMs in vCenter
• Manage Active Directory, Domains, and DNS
• Administration of Domain, local, and terminal server users
• Manage data storage devices
• Migrate ESX/ESXi hosts and VMs to new SAN arrays without impacting users
• Upgrade and migrate existing VMware environments to the latest versions
• Maintain the security posture of VMWare servers, ESXi hosts, and VMs.
• Upgrade and migrate existing VMware environments to the latest versions
• Plan, schedule, and oversee the implementation of hardware and software upgrades.
• Installing, configuring and maintaining desktop and laptop PCs and peripherals such as printers and external hard drives
• Installing and supporting PC and laptop hardware and software
• Installing and configuring application and operating system software and upgrades
• Assist users with best practices for everyday computer use
• Assist user with the downloading and processing of files from opposing counsel
• Train users on new software as needed
• Troubleshooting and repairing hardware and network connectivity issues
• Removing old equipment and performing data migration to new machines
• Managing, monitoring and updating malware prevention systems
• Maintain and administrate of servers, desktop computers, printers, routers, switches, firewalls, phones, IP Phones, personal digital assistants, smartphones, software deployment, security updates and patches.
• Maintaining an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades
• Creating user accounts and managing access control based on company policies

DESKSIDE SUPPORT LEAD

• Responsible for interviewing and training new hires and team members
• Establish policies and procedures
• Provide high level executives support
• Accurate testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop support, printers, Confidential, BlackBerrys, Android and LAN cable drops
• Manage service center queue and prioritize by way of SLA
• Manage hardware assets from receiving to deployment
• Assist with the troubleshooting and testing for implementation of MAC support and deployment to environment.
• Troubleshooting and resolving software issues; reimaging computers/hard drives
• Provide support that includes desktop configuration, software installs and removals, de-installs, driver updates, and virus remediation as defined by Customer
• Determine and recommend which products or services best fit the customers' needs
• Provide input in the update of images and rolling out items pushed through Altiris
• Troubleshoot and resolve any VOIP phones
• Support and maintain user account information including rights, security and systems groups
• Backing up and restoring settings and associated systems administration activities
• Primary contact for Video Conferencing setup via onsite and off site users
• Assist with conference room, video, audio, and networking setup
• Assist with the planning, coordination, and execution for on and off site special technical support

SERVICE DESK ANALYST/REGIONAL SYSTEM COORDINATOR

• Assist with the training of new hires and team members of current policies and procedures
• Provide proactive and timely input, suggestions, and feedback on the process and system issues. Take an active role in development and implementation of processes and procedures.
• Provided onsite-and telephone technical support for various applications: Office Suite, Outlook, Confidential , Adobe, IE Explorer, Mozilla Firefox, and all in house applications. (i.e. Microsoft Office 2003, 2007, 2010; IMange, MacPac, Filesite and DTE)
• Provided technical support for operating systems and networked devices: Windows XP, Windows 7, Confidential , Confidential , VPN.
• Provided onsite-and telephone support for approximately 1,500+ users fielding 20+ calls per day on a 12 person Service Desk.
• Provided hardware support for a variety of devices; Lenovo laptops, Dell desktops, Apple laptops, Networked HP MFP Printers, local canon printers, Confidential , Confidential .
• Improving support through the development of new support process and improving existing support process.
• Instrumental in Confidential Enterprise Deployment through training Wireless Device Admin in iPhones in order to support them.
• Assist procurement and system users in determining system requirements to provide optimum system functionality and performance
• Participate with IT to track and prioritize work on bugs, enhancements, testing, and implementation of software upgrades
• Improving support through the development of new support process and improving existing support process.

IT HELPDESK ANALYST/REMOTE SUPPORT ANALYST

• Assist with the training of policies and procedures of New Hires to the team
• Create and maintain Help Desk processes / manuals
• Resolve user issues submitted via ticketing system, phone, email, or chat
• Contribute to the department’s knowledge base through research, projects, and documentation
• Windows and Macintosh troubleshooting;
• Wireless device ( Confidential , Confidential ) & carrier/account management;
• Active Directory user creation & management;
• VPN, RSA SecurID, Outlook, and MS Office.
• Assist is the installation and setup of various software
• Actively participate in ongoing training of peers and on boarding of new team members
• Identify and recommend efficiency and workflow improvements to management

Independent Computer Technician 

• Assist user with the upgrade and selection of most efficient system for particular use
• Troubleshoot, repair, or maintain desktop/laptop computer (Macintosh and PC’s) hardware and peripherals.
• Retrieve valuable data using different methods.
• Re-image systems with images for Mac’s and PC’s to enhance system performance.
• Assist users with best practices to maintain systems in best working condition.
• Assist businesses in the coordination and scheduling in upgrading project rollouts as a per needed bases
• Troubleshoot network connectivity issues with Covenant’s wireless network
• Installed and configured network switch and desktop in Covenant’s environment
• Installed KVM switches and tested users systems for network connectivity at US Bank
• Worked in the closet to install physical patches at the server racks at US Bank
• Moved laptops within Verizon’s environment and tested them for network connectivity
• Assisted with user login and any issues users may have
• Verified system was on Domain and connected to share drives and printers
• Tracked and documented systems with peripherals
• Setup new employees with new systems and added them to the domain and configured their profile

DESKTOP SUPPORT/HARDWARE REPAIR/AUDIO VISUAL SUPPORT

• Performed on-site and remote fixes at for desktops and laptops, including installing hardware, upgrading software and patches, implementing file backups, and configuring system and applications (Platforms supported Windows NT/2000/XP/MAC OS X)
• Placed order for Dell, HP, and Mac parts using online warranty website
• Troubleshot and maintained LAN/WAN, TCP/IP networks (Windows networking, Ethernet, Wireless, VPN etc.), and enterprise systems (Outlook, Office, web browsers, anti-virus, etc)
• Troubleshot and repaired desktops and laptops (Macintosh and PCs) hardware (hard drive, internal components), and peripherals
• Assisted with MAC OS X and PC new system setup, setting permission, adding to Domain, wireless and email configuration
• Retrieved valuable data using different methods
• Imaged systems with images of specified company for Macs and PCs
• Assisted with activation, replacement, and repairs with Confidential devices and adding to Confidential ’s to the server
• Provided hardware deployments, hardware repairs and audio visual installs as needed
• Assisted in the training new co-workers with the policies and procedures of working onsite

ONSITE PERFORMANCE MANAGER  STAFFING SPECIALIST- HELP DESK

• Managed the recruitment, testing, training, orientation, development, retention and safety of our workforce to meet client productivity
• Setup new PC in various Locations
• Setup peripherals using IP address
• Updated Software and drivers
• Setup wireless equipment
• Setup file share in a peer to peer environment
• Training and retraining of performance supervisors
• Training of staffers as directed by management and client

ASSISTANT PROJECT COORDINATOR - WAREHOUSE ASSOCIATE

• Lead group of 6 members to complete projects
• Swapped out defective hardware and parts and configured BIOS
• Verify system is on network and folders being shared
• Verify Outlook settings and connection
• Inventory management, shipping and receiving and make minor property repairs