PROFESSIONAL SUMMARY:

• First and Second Tier support of Windows 7 and Microsoft Office 2010/2013 applications
• Extensive building and installing computer hardware and peripherals experience
• Installing, upgrading and maintaining software
• Working knowledge of Active Directory user accounts and SCCM
• Experience with various ticketing systems
• Remote access utilizing WEBEX, Remote Desktop, RC, Microsoft Lync and Go To Assist
• Configuring and troubleshooting wireless and wired networks
• General troubleshooting of local and network printers, in both personal and business settings

PROFESSIONAL EXPERIENCE:

Confidential

Phone Tech/Desktop Support

Responsibilities:

• Level 2 software support of Windows 7 and Microsoft Office 2010 & 2013
• Active Directory user account creations, VPN setup and troubleshooting, Wireless and LAN connectivity issues, printer setup and troubleshooting
• Support of various Judiciary software and websites
• Provided technical training to Help Desk Level 1 agents
• Assisted in SOP documentation for the Help Desk

Help Desk Analyst

Responsibilities:

• Provided First and Second level software support of Windows 7 and Microsoft Office 2010 applications
• Providing and maintaining user access to various applications including Exchange 2010, Lync Server 2010 and Active Directory
• Diagnosed and resolved personal and business network connectivity
• General troubleshooting of network and local printers, in both personal and business setups
• Assisted in initial setup and troubleshooting of mobile email and remote token applications on both Android and iPhones

Help Desk Associate

Responsibilities:

• Provide desk side and remote support to users experiencing issues with Windows 7, wireless and network printers and Office 2010, including President and CEO of the company
• Setup of new user accounts within Active Directory and Microsoft Office 365 web application and SharePoint
• Image laptops with proprietary image and installing printers and requested additional software
• Produced identification badges for visitors and employees with HID software and activated key card badges with Data watch applications
• Inventory of equipment within SharePoint and SAManage tracking system and asset tagging of hardware

Service Desk Analyst

Responsibilities:

• Track requests and incident tickets in a SharePoint based system, Service Now
• Remotely troubleshooting Windows XP, Windows 7, Microsoft Office 2010 Suite programs, wireless and wired network connections and hardware
• Remote installs and setup of network and local printers
• Remotely pushed array of software via SCCM and Active Directory
• Setup and troubleshooting of the Cisco/Juniper client VPN software
• Remote installs utilizing Remote Desktop, Remote Control, Microsoft Lync, WEBEX and GoToAssist
• Triage of tickets according to severity and type and assigned them to appropriate support groups

Deployment Technician

Responsibilities:

• Imaged and installed desktops and laptops
• Installation of printers and peripherals, such as; monitors, docking stations, routers
• Outbound contact of users for troubleshooting purposes and scheduling appointments for hardware install

Sr. Help Desk Technician

Responsibilities:

• Troubleshooting agency wide software and hardware issues via phone, e - mail and desk side support of over 350 end users
• Input trouble tickets into the Cisco SharePoint Ticketing system
• Troubleshooting Microsoft XP and Windows 7 operating systems, Microsoft Outlook 2010, VPN and network issues
• Delegating responsibility to two IT interns
• Editing user information in Active Directory including; adding, deleting and moving users and adding scan folder in the SAVIN printer IP settings
• Utilizing Cisco Any Connect VPN, VMware View Client and Windows Remote Desktop
• Managed, tested and deployed the complete state wide virtualization of the Legal Aid Bureau

PC Technician/Help Desk

Responsibilities:

• Executing incoming Service Requests within a proprietary ticketing system from department LAN Administrators; imaging laptops and desktops with Windows XP or Windows 7 and pushing software for each hospital department’s requirements.
• Utilized Windows Administrative Tools such as AD. Registered MAC and IP addresses
• Installed computer equipment, activating LAN jacks, moving computer hardware, installing and configuring public and private workstations, Workstation On Wheels workstations and ORMIS tracker computers
• Desk side installation and customer service to over 10,000 hospital administrative staff and provided assistance for several internal departments when needed

Customer Support Analyst

Responsibilities:

• Provided technical and customer support in an inbound call center environment to worldwide locations
• Assisted via remote access using PC Anywhere and WEBEX clients
• Utilized Clarify trouble ticketing system. Answered trouble tickets via e-mail for Windows XP, Microsoft Office, network, antivirus and MICROS proprietary restaurant software
• Collaborated with managers and coworkers to identify areas of concern. Implemented solutions to improve efficiency in call center metrics and customer service
• Assisted on site customers and MICROS technicians via inbound calls by providing step-by-step analysis and resolutions of hardware and software issues pertaining to the MICROS server and terminals
• Assisted in mobile application installs on Android and iPhones

Technical Support Representative

Responsibilities:

• Provided hardware and software support state wide in an inbound call center environment
• Supported Apple iPods, used a MAC based computer and ticketing system called PeopleSoft 8
• Strictly adhered to metrics and call times
• Assisted customers in troubleshooting and resolving hardware and software issues on iPod and iTunes

Computer Repair Technician

Responsibilities:

• Resolved hardware and software issues within Windows based PC’s
• Installed Operating systems, hardware, software and peripheral devices
• Built home and business Windows based PC’s using customers’ needs and specifications
• Provided training to clients on use of e-mail, antivirus, browser and Operating Systems software. Along with training on use of printers, multiple bay card readers and servers
• Utilized troubleshooting techniques and literature to resolve many complicated issues such as; hardware and software incompatibility and PC crashes