TECHNICAL SKILLS:

Operating Systems: Windows 7 - 10; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003

Software Applications: MS Office Suite 2000, 2003, 2007, 2010.2013(Access, Excel, PowerPoint, Word); Norton Ghost; installing drivers, Active directory, Cisco VPN, BMC Remedy, Lotus Notes, Outlook, RSA secure ID token, Bomgar, Sonic Wall, Bes5, Bes10, Good Admin, AirWatch, Secure ID Admin, Lync . Oracle, Java, Track it, Dameware remote tool, Utorrent, Mitel, Spieceworks, Mobile iron, Vmware horizon client, Nuance PDF enterprise, Cherwell Service managament

Hardware: HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports)

Others: Clerical skills; data entry; customer service support (both on the phone and in person); leadership experience

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk Technician/ Desktop Support

Responsibilities:

• Resolved numerous tickets a day for problems ranging from VPN errors, password resets, connectivity issues, software installs, Hardware replacement and PC troubleshooting
• Setup Conference room meetings using GoToMeeting and making sure CLICK SHARE worked
• Trained new employees on company software, and ran the onboarding process
• Displayed excellent customer service for a wide range of employees
• Imaged\Reimaged laptops and desktops using flash drive and imager for desktops
• Resolved users issues in a timely fashion, by resolving or escalating the problem assisted users who worked remotely or we using VM ware
• Coached/trained employees outside of IT on how to use certain software
• Solved numerous Microsoft Outlook issues
• Remoted into user’s computers using Team Viewer to troubleshoot different issues.
• Mapped network drives and printers to user’s computers.
• Worked in a Citrix environment and was able to fix connectivity issues, such as slowness and freezing of apps
• Drove to different location in Confidential to assist users
• Assisted with Monthly meetings and recorded meeting in server room
• Add/Removed users from the domain
• Moved computers into the correct OU added user to shared drives, and email groups
• Monitored Telecomm room in Confidential location and other Confidential locations assisted users with office moves
• Deployed, Setup, and trouble-shooted users IPhone and android using Mobile iron and Touchdown applications

Confidential

Desktop Support Tech

Responsibilities:

• Responds to client issues via telephone, email, walk- in and troubleshoot accordingly
• Assist user with office moves including there laptop docking station monitors and all computer equipment
• Punched down cat 9 telephone lines in telcomm room in accordance with proper port number
• Granted user Lan connectivity by inserting proper cat 5 cables in coordination with proper switch.
• Displayed excellent customer service both in person and over the phone.
• Utlized Track- it ticketing device by inserting ticket information and adding to library of resolutions often.
• Consulted with many users on best suggestion of IT hardware/software outside of the office.
• Scanned machines when brought up as non-compliant on the Alion Server using MalwareBytes and SEPP
• Mapped user to network drives, and printers via website or IP address.
• Swapped Toner, and fixed network issues with printers throughout the office.
• Add/ removed users from domain in AD
• Inserted users machines into correct Organizational Unit via AD
• Administered group rights such as read/write only to different users via AD
• Created Exchange accounts for users.

Confidential

Helpdesk technician

Responsibilities:

• Answer phones as part of call center team for support of members of the house and its staff
• Resolved troubleshooting tickets for a 90% windows 7 environment 10% mac
• Displayed excellent customer service skills
• Unlocked and reset passwords for user accounts using Active Directory
• Escalated to higher level of support when issue could not be resolved
• Admin responsibilities in the Bes5 and 10 server by adding/ managing user blackberry devices
• Resolved issues for users Blackberry’s, Iphone’s, and other mobile devices
• Admin responsibilities in the Air watch console from adding devices, managing devices such as (wiping, enterprise wipe, and device
• Lock, and removing devices0

Confidential

Helpdesk Technician/ System Admin

Responsibilities:

• Resolved numerous tickets a day for problems ranging from VPN errors, password resets, connectivity issues, software installs, Hardware replacement and PC troubleshooting
• Setup Conference room meetings using GoToMeeting
• Trained new employees on company software, and ran the onboarding process
• Displayed excellent customer service for a wide range of SRBI employees
• Imaged\Reimaged Dell laptops and desktops with the companies windows 7 image
• Resolved users issues in a timely fashion, by resolving or escalating the problem assisted SRBI users who worked remotely on the VPN network
• Coached/trained employees outside of IT on how to use certain software
• Solved numerous Microsoft Outlook issues
• Remoted into user’s computers using TightVNC to troubleshoot different issues.
• Mapped network drives and printers to user’s computers.
• Worked in a Citrix environment and was able to fix connectivity issues, such as slowness and freezing of apps
• Swapped Juniper switches after business hours on multiple occasions.
• Assisted with Corporate wide Lync 2013 migration
• Add/Removed users from the domain
• Moved computers into the correct OU added user to shared drives, and email groups
• Monitored Telecomm room
• Ran cables to approximate port number in Telecomm room assisted users with office moves

Confidential

Service Desk Analyst

Responsibilities:

• Resolved numerous tickets a day for problems ranging from VPN errors, password resets, software installs, and PC troubleshooting
• Answered numerous phone calls a day, assisting Confidential employees around the world
• Managed daily voicemail messages, and created and resolved appropriate remedy tickets
• Displayed excellent customer service for a wide range of Confidential employees
• Collaborated with a team of 12 on average and incorporated teamwork/people skills
• Resolved users issues in a timely fashion, by resolving or escalating the problem assisted Confidential users who worked remotely on the VPN network
• Coached/trained new employees on general help desk resolutions such password/pin reset and other general inquires.
• Created Service request for users such as work place request, corporate and facility services, Infrastructure Support Services, and web services
• Solved numerous Lotus Notes issues for Confidential Employees
• Remote into user’s computers using the Carbon Copy to troubleshoot different issues.
• Mapped network drives and printers to user’s computers.
• Assisted users with router/modem issues when working from home
• Worked with a 12 person team that supports over 7,000 customers and approximately 8,000 calls per month
• Assisted with Corporate wide Windows 7 migration