SUMMARY:

• Skilled Service Desk Technician with experience providing End User support for small to medium sized businesses.
• Experienced in diagnosing, troubleshooting and resolving client issues with hardware maintenance, application support and training, installations and upgrades.
• An articulate, flexible and personable communicator.

AREAS OF EXPERTISE:

Active Directory - Adobe Acrobat Pro - MS Windows - MS Office - MS Edge - Google Chrome - Firefox - I.E.-Lotus Notes - DocsOpen - Sharepoint - Trend Micro - Norton Antivirus - McAfee - Malwarebytes - Check Point Full Disk Encryption - VoIP–Android/iPad Support–TCP/IP–WebEx–Project Management–Vendor Management–iManage–iSupport–Remedy–CA Unicenter Service Desk–SpiceWorks–ServiceNow-Service Center–Iron Mountain Backup–PC Refresh/Migrations– Networking– Hubs–Routers–Switches–Cisco Systems CTI Toolkit Agent Desktop-Avaya Callpilot–Skype for Business 2015–Lync– Confidential Client Deployment Manager–HP Service Manager– Confidential Migration Manager–RSA Secure ID Console-Citrix Receiver & Management Console– Confidential Data Protection-Horizon Patient Folder-LanDesk Desktop Manager & Management Suite-Dragon- Epic-Practice Fusion-Allscripts/ECIN-HealthStream –Synpase/Fuji PACS -Airwatch/VMware Boxer-xTEND-ESNA-CareWorks- One Identity Password Manager- Lawson10

PROFESSIONAL EXPERIENCE:

Confidential

IT Service Desk Analyst

• Provide advanced 1st level support to 26,000+ end users with over 387 applications by telephone, email and/or self-service tickets
• Quickly and accurately determine incident categorization, troubleshoot, resolve and/or escalate software/hardware issues to appropriate assignment group based on Service Level Agreements utilizing ServiceNow.
• Use active directory to reset password, add group polices and roles, and enable accounts
• Triage problems to isolate root cause to facilitate restoration of system functionality.
• Reset Outgoing message to reflect downtimes, system outages, or system wide computer problems
• Reset voicemail passwords
• Thoroughly document each ticket and follow up with users to make sure all issues are resolved
• Distribute and synchronize RSA Soft tokens and clear incorrect authentications
• Create knowledgebase documents
• Resolve 80% of all calls

Confidential

PC Refresh Migration Tech\Night Team Lead

• Worked in PC Refresh-drop off/pick up room onsite and at satellite offices to check in/check out users
• Interviewed clients as part of the pre-migration process
• Used Confidential Client Deployment Manager (CDM) and HP Service Manager (HPSM) to create, update, resolve, or escalate, incident and request tickets based on Service Level Agreements (SLAs)
• Used Confidential Migration tool to extract and migrate data
• Imaged and configured new computers and load appropriate departmental software for customers
• Configured CheckPoint End Security and provide administration and support for RSA token use
• Reviewed migration logs and resolved any failures that occurred and provide daily reports to PC Refresh team on the outcome of all migration tasks.

Confidential

Tier 1 Support

• Provided a customer support in assisting students, and over 20 small – medium size clients with over 700 end users
• Installed, configured, managed, patched, troubleshot and resolved computer hardware and software problems
• Provided system administration; used active directory to create, assign, and disable accounts and policy rights
• PC refresh and migration from Windows 7 to 8.1
• Used SpiceWorks to create, document and resolve tickets in a timely manner
• Operated Break/Fix Bridge

Confidential

Inventory Auditor/ Team Leader (Supervisor)/ Flow Leader

• Setup, configured, broke down and troubleshoot all inventory equipment necessary to run inventory events
• Setup, configured and troubleshot, Local Area Network with Wi-Fi connectivity at each inventory event
• Managed and coached team members to work effectively and efficiently to produce quality inventory audits
• Managed work flow and deployment of team members to complete events within time and budget constraints
• Interacted with customers to ensure excellent customer service and mitigate concerns and perceptions of service, addressing all questions and concerns immediately and reporting follow-up and resolution to the customer
• Received 5 out of 5 rating on 95% of Post Inventory Quality Audits which rates accuracy, adherence to procedures, efficiency, courtesy and cooperation, appearance and overall Confidential Supervisor performance
• Managed company’s assets by keeping track of inventory equipment

Confidential

Tier 1 Phone Operator

• Professionally triaged calls and demonstrated knowledge of all 13 Department of Commerce Bureaus and facilities
• Performed operator functions including triage calls; connecting and transferring calls to appropriate personnel; and reporting telephone and equipment malfunctions
• Actively listened to customer requests, and obtain, analyze, interpret and process information from all relevant sources including conducting internet research to effectively communicate resolutions back to customer
• Categorized and maintained records of calls received by the Customer Support Center
• Negotiated with clients to resolve conflicts, disputes and grievances

Confidential

IT Support

• Installed and configure e-signature pads on portable Wow workstations and desktops
• Checked internet connection and connection to EPIC electronic health management system
• Resolved open service desk tickets related to but not limited to nonworking Wow workstations, nonworking mice, keyboards, scanners, electronically controlled medicine drawers, and printers

Confidential

Student Cooperative

• Resolved 85% of end user hardware, software and network issues via email, telephone or in person
• Increased end user knowledge of technical processes by developing training materials
• Installed, configured and upgraded hardware, software, network infrastructure and printers scanners
• Escalated and/or resolved open service requests in accordance with Service Level Agreements
• Created Standard Operating Procedures to improve processes for Help Desk operations.
• Managed Iron Mountain backups and migrated users from Windows XP to Windows 7
• Managed Active Directory organizational units, users, and groups and created, disabled and deleted accounts
• Imaged workstations for new users and for end users that needed replacement units

Confidential

Computer Instructor

• Provided PC Beginners, PC Hardware, MS Office, and IC3 computer training to adults and teenagers
• Developed, planned, evaluated, and revised curricula, course materials, lesson plans, handouts, visual materials and methods of instruction
• Monitored student progress and recorded grades and attendance
• Organized, planned, and prioritized work to ensure that needs of the organization and/or students were met
• Retained 95% of students in courses until course end by providing individual student counseling