TECHNICAL SKILLS:

• VMware,
• Microsoft Windows Server 2003/2008/2012 ,
• Windows 7/10 Enterprise,
• Widows Active Directory,
• Microsoft Exchange.
• LDAP,
• DNS,
• Remedy,
• VoIP,
• LAN,
• WAN,
• VPN,
• SCCM 1610,
• Microsoft Office Suite 2007/2010,
• Cisco 7940 G IP Phone,
• Cisco 8841 IP Phone,
• Microsoft Lync 2010 and Cisco Unified Communications Integration,
• Outlook 2010/2013 Client,
• Cisco SOHO Router 881/891,
• Cisco AnyConnect Secure Mobility Client

WORK EXPERIENCE:

Confidential

Tier II Service Desk Analyst

• Provided Tier II support for multiple networks, servicing over 15,000 customers
• Assist patent examiners and trademark attorneys with reported hardware/software issues, as well as process service request for change management
• Supervise and provide 10 member team technical leadership, mentorship, and professional training to ensure all Service Level Agreements are met and 100 percent customer satisfaction is achieved
• Create and modify KBAs
• Work closely with Software Developers and Tier III support to ensure 100% system availability. Submit Discrepancy Reports to improve software and to correct any operation deficiencies
• Remotely install software, drivers, and BIOS updates using System Center Configuration Manager (SCCM) and other remote access tools
• Utilizing remote IT administration software, troubleshoot a myriad of proprietary Automated Information Systems (AIS) as well as Enterprise systems such as: MS Windows 7/10 Enterprise, Microsoft Office Suite, Symantec End Point, WebEx, Lync, and Adobe Acrobat
• Assist remote customers with VPN access. Troubleshoot issues with Citrix Receiver and ERA VPN
• Troubleshoot network - related problems by using various networking diagnostic tools such as ping, tracert, netstat, nslookup, and ipconfig
• Administer and troubleshoot user authentication technologies such as RSA and PIV Smart cards
• Assist Tier I Service Desk Analysts with fault isolation and user account management.
• Backup and Recover user data using EMC Avamar software
• Monitor and respond to system-generated notices and logs
• Participate in collaboration meetings to improve communication between various support groups
• Research and identify trending issues, implement and document resolutions

Confidential

Customer OPS/Technical Support Specialist

• Troubleshot and resolved Level I technical support issues including service and network issues
• Acted as the product expert for all Education offerings, providing customers with product support and training via e-mail, phone and/or chat
• Identified potential issues that can arise and escalated to management
• Facilitated customer usage by providing login, user import and welcome information
• Provided account management support to all service customers.
• Contributed to meet established service level agreement by timely answering calls, emails, chat and any other internal or external customer inquiry
• Reviewed new and renewal customer contracts in sales database and activate licenses and media packs
• Created and configured corresponding accounts in Education Admin.
• Provided product implementation support through outbound calls and emails
• Documented common issues and their solutions
• Assisted the product development team in testing new site features
• Generated usage reports
• Developed support documentation for the knowledge base
• Tested outstanding technical issues
• Helped with team projects as assigned

Confidential

Red Cross Volunteer (Desktop Support)

• provided first-tier support and troubleshooting for technology products and applications
• performed physical setup of desktop hardware and software
• installed hardware and software upgrades
• managed inventory and tracked all hardware and software used

Confidential

Systems Analyst

• Collected information to analyze and evaluate existing or proposed systems
• Researched, planned, installed, configured, troubleshot, maintained and upgraded operating systems
• Researched, planned, installed, configured, troubleshot, maintained and upgraded hardware and software interfaces with the operating system. Analyzed and evaluated present or proposed business procedures or problems and defined data processing needs
• Prepared detailed flow charts and diagrams outlining systems capabilities and processes
• Researched recommend hardware and software development, purchase, and use
• Troubleshot and resolved hardware, software, and connectivity problems, including user access and component configuration
• Selected authorized procedures and sought assistance when guidelines were inadequate, significant deviations were proposed, or when unanticipated problems arose
• Recorded and maintained hardware and software inventories, site and/or server licensing, and user access and security
• Installed, configured, and upgraded desktop hardware and peripherals to include; network cards, printers, modems, mice and add-in boards
• Worked as a team member with other technical staff, such as networking to ensure connectivity and compatibility between systems
• Wrote and maintained system documentation
• Conducted technical research on system upgrades to determine feasibility, cost, time required, and compatibility with current system
• Maintained confidentiality with regard to the information being processed stored or accessed by the network
• Documented system problems and resolutions for future reference
• Other duties as assigned