SUMMARY:

• Proficient in Remedy, PeopleSoft, Business Objects, Maximo, Service now, Cost point, Deltek, Novel, SharePoint, EPIC Hyperspace and Siebel.
• Proficient in Windows Active Directory, Windows Net meeting, Siebel, Service Now, Dame Ware, Cisco Desktop Agent, Fresh service, Zendesk, Heat for help desk support and ticket tracking.
• Proficient in DOS, MS Windows 9x, ME, XP, iOS Win 7 and Win 10 operating environments.
• Proficient in configuration and support on Norton and McAfee Anti Virus software.
• Proficient in troubleshooting knowledge for MS Win 95, 98, NT, ME, XP, Windows 7, 8 and 10 operating systems.
• Proficient in configuration and installation on cable and DSL modems, CD - R and CD-RW drives, RAM, Hard Drives (SATA/IDE).
• Proficient in Blackberry, Andriod, iOS, VPN and Soft Tokens, Software Migration, Remote Access, SCCM, VoIP and Wireless technologies.

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Coordinator

Responsibilities:

• Maintain and monitor all users computers via MS active directory
• Setup and maintain users in Microsoft Exchange 2010.
• Provide end user support for EPIC Hyperspace
• Provide user support for Office 365.
• Installing and maintaining routers, switches and domain controllers
• Responsible for creating all help desk processes, SOP's, and other technical instructional processes.
• Resolves problems for end users using Citrix receiver
• Managing user VPN
• Asset management for over 500 workstations, laptops, printers, wow’s iPads, Surface RT and Thin Clients.
• Managing LAN/Wan networks

Confidential

Help Desk Tier II/III

Responsibilities:

• Maintain and monitor VIP users computers via MS active directory
• Imaged PC’s using Norton Ghost and Acronis true image
• Provide user support for Office 365
• Responsible for following and updating (as needed) SOP's, checklists, and other technical docs
• Primary focal point for providing end-user wireless and telecommunication support

Confidential

Desktop Support

Responsibilities:

• Supporting 200+ resources in Sterling location with desktop, PC, LAN, hardware support
• Install and provide VoIP support for 150+ users
• Set up and provide user support for Blackberry and iOS devices, maintain users in Windows Active Directory, Managed Exchange 2010, set permissions, managing domains in Windows Server 2003.
• Maintaining PBX phone systems and Avaya phones
• Cloning, imaging machines, troubleshooting, changing motherboards.

Confidential

Help Desk Technician (Team Lead)

Responsibilities:

• Direct and prioritize workflow for team of fifteen employees
• Provide VoIP support for 2,000+ users
• Monitor all users computers via MS active directory and MS exchange
• Resolves problems for end users using Citrix
• Set up and provide user support for Blackberry and iOS device
• Managed SharePoint users and assisted users with troubleshooting and passwords.

Confidential

Desktop Support Specialist

Responsibilities:

• Provides support throughout the US postal services’ 275 centers
• Created defect reports, may investigate defect and problem reports in an Excel based spreadsheet
• Managed SharePoint users and assisted users with troubleshooting
• Acted as a liaison to client (SME) to ensure proper guidelines were followed in software roll-out
• QA software for sequence and functionality based on requirement specifications

Confidential

Help Desk Specialist

Responsibilities:

• Configure and Installed servers, routers and switches for off network sites
• Provide detailed feedback on data analysis and defects discovered during Service now migration
• Train users on software functionality
• Software Migration of Office 2007 and Windows XP
• Configure wireless router technologies
• Installing RAM and HDD to network servers.

Confidential

Senior Help Desk Analyst - Team Lead

Responsibilities:

• Direct and prioritize workflow for team of four employees
• Provide support to the PeopleSoft/Siebel to navigate problem resolutions and call tracking
• Acted as a liaison to client (SME) to ensure proper guidelines were followed in software roll-out
• Created detailed reports and analysts via Microsoft Word, Excel, PowerPoint, etc.

Confidential

Desktop Specialist

Responsibilities:

• Trained the monitoring staff of 30 employees on new database software
• Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows 2000 Professional, MS Office, email, Internet connections, and hardware
• Establishing and delegation of approximately 500 help-desk work orders per week
• Provided high level of client support for Deltek Costpoint.

Confidential

Help Desk Representative/ Customer Service Representative

Responsibilities:

• Imaged new PC’s using Norton Ghost
• Set up workstations configured systems, ensured network connectivity, and installed and tested hardware and software.
• Supported software migration
• Executed back up and delegation of over 700 tickets weekly to CRM's.

Confidential

Help Desk Representative/ Customer Service Representative

Responsibilities:

• Trained the monitoring staff of 30 employees on new database software
• Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows NT, Windows 2000 Professional, MS Office, email, Internet connections, and hardware
• Provided support for over 150 employees
• Establishing and delegation of approximately 500 help-desk work orders per week