Shift Lead Resume Cary, NC - Hire IT People

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Shift Lead

Confidential, Cary, NC

Responsibilities:

Oversee 40 Analyst and all help desk operations for second shift
Windows client related issues.
Schedule all work, breaks and lunch time for agents assigned
Conduct annual reviews for agents
Assign and design implement improvement plans for particular agents
Approve all vacation, holiday time and overtime for all agents
Organize and design with upper management help desk improvement strategies
Conduct weekly reviews of agents stats with quality team
Lotus Notes Client, how to configure the client & all level of trouble shooting.
MS office (Word, Excel, Powerpoint), repair, installation & trouble shooting.
Networking Concepts, TCP/IP, Lan, Wan,
VPN, IPass & Wireless application support.
Prepare and distribute SLM report for upper management daily
Basic knowledge of Hardware related issues.
Use of Remote tools
Knowledge of Service Manager 7
Knowledge of Outlook. independently and supervise resolve of tickets within SLA
Adheres to standard operating procedures / work instructions
Update work logs
Coaching fresher’s to be independent
Coaching analysts for correct routing of tickets, capturing critical information
Technically upgrade across versions of environment when require
Alert Monitoring
Ticket Monitoring

Help Desk Agent

Confidential, Rochester, NY

Responsibilities:

PC Technician

Confidential, Cary, NC

Responsibilities:

PC Refresh and data migration project/upgrade WinXP to Win 7 on all laptops and desktops using Zero Touch Technology
Repair/Break fix all PC's and laptops
Active Directory/ password resets and resolving Outlook issues

PC Technician

Confidential, Greensboro, NC

POS refresh and data migration
PC/POS refresh and data migration project - Ferguson Heating and Air Conditioning, Greensboro NC
Cisco VOIP installation
Windows XP Migration/VPN/Router install and configuration
Repair/Break fix all PC's
Structure cable installations (CAT5)-Durham Diagnostic Center Project
Support all Microsoft product lines
Network Hardware installation configurations
Printer maintenance support and repair
PC and Network security support and configuration

PC Technician

Confidential, Raleigh, NC

Responsibilities:

Performing routine hardware maintenance or diagnostic activities under broad supervision and following existing methodology restricted to basic module repairs on reasonably straightforward equipment.
Maintained and supported a number of product lines/equipments/modules.
Able to repair and test basic/routine equipment/modules on own.
Maintain/repair basic modules/spares changes on routine equipment/products
Troubleshooting of all routers and switches on campus and Win XP issues
Troubleshoot and repair all connectivity issues with students and faculty
Assist faculty with all issues with Microsoft Office 93/97 Pro and Outlook, Track it and log in problems to campus server
Create tickets for all issues for documentation purposes utilizing Track-it ticketing system

Help Desk Analyst 1

Confidential, Durham, NC

Responsibilities:

Provide customers with technical support for POS hardware/software issues in 24x7 call center environment on all U.S Military bases from Japan to Europe and USA
Present resolutions with installations, configurations, & redeploy equipment and or materials
Create tickets for all issues for documentation purposes utilizing Tivoli ticketing system
Assist customers with fault isolation/troubleshooting on equipment remotely/phone
Follow company guidelines, procedures, regulation, and standards
Assist Help Desk-Tier2, Tier3 technicians in with reports and update documentation to reconcile issues
Assist all end users with password reset issues
Assist customers with all issues with Microsoft Office 93 Pro and Outlook issues