SUMMARY:

• Highly skilled IT Professional with skills in installing, repairing, entering commands and troubleshooting computer hardware and peripherals.
• I have the ability to help customers in a professional and concerned manner; I am a great leader that inspires and supports others to work Confidential their highest level.
• Able to install network software including security or firewall software, install and configure wireless networking equipment.

TECHNICAL SKILLS:

• SnagIt
• Hardware Refresh
• SharePoint
• Windows XP/Vista/7/Windows 8
• MS Office Outlook 2010
• Active Directory
• Desktop/Laptop Repair
• Imaging and Memory Upgrade
• Excel Tracking Spread Sheet
• Windows Deployment
• Service Now - Remedy
• Office 365
• Excel- Word
• Lync
• Avaya Software

PROFESSIONAL EXPERIENCE:

Confidential

Slot Tech

Responsibilities:

• Monitors slot radio for assistance with machine malfunctions.
• Performs floor repair and preventative maintenance of all slot machines, including machine cleaning and overhauls.
• Works with Slot Technical Team members and provides support for the Slot Operational Team members to ensure slot machines, change machines, and on-line system equipment are in proper working order and all customer needs are satisfied.
• Verifies the accuracy of large slot jackpots prior to cash payout to guests.
• Performs major machine moves, and assists with other departmental projects (e.g., conversions).
• Circulates through an assigned section and ensures the area is clean and safe, including responding to slot machine lights and customer requests in a quick and timely manner.
• Promotes and maintains the highest level of service to all guests, including smiling, greeting, and making eye contact, while staying alert to their needs.
• Works closely and communicates with other departments, such as EVS, Cocktail Servers, Cage, and Security.
• Maintains an awareness of any persons gambling underage and reports all underage persons to Supervisor and/or Security, as needed.
• Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.

HELP DESK TIER 1

Responsibilities:

• Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
• Provides first-level problem resolution on the telephone, facsimile or letters with users
• Responsible for providing support to the end-user community.
• Elevates calls to the appropriate tier 2 support specialist as defined in internal procedure
• Opens, tracks, and closes Salesforce activity records, providing an accurate description of the problem presented and resolution offered
• Ensures problem ownership and promotes end-user satisfactio n
• Communicates with the users clearly and precisely to ensure their understanding of the steps necessary to be performed in order to resolve the concern, issue, or problem
• Responds to daily email correspondence, as assigned, to provide an accurate and informative resolutio n
• Identifies customer needs and resolves issues based on applicable policies and procedures.
• Maintains a positive and enthusiastic attitude in an environment that requires teamwork, efficiency, cross-training and continuous improvement
• Reset Handheld Passwords for lock devices using BES5/BES10(Blackberry devices )
• Activate/Re-activate a Blackberry (Set Enterprise Activation) server side BES5
• Provided clients on instruction how to Activate /Re-activate a Blackberry (Run Enterprise Activation ) in Bes5
• Provides assistance with Blackberry Bold 9700, 9900, VZ 9930.(BlackBerry Classic )

Tier 1 Desk Side Support

Responsibilities:

• HQ computer deployment for 300 customers; lead the imaging team to ensure all computers were fully imaged and in ready state
• Provided and created tickets numbers for customers using Service Now Ticketing System
• Document steps I took with users in Service Now Ticketing System
• Assisted with Memory upgrade for 300+ customers
• Provide asset management and technical support to ensure streamlining of hardware refresh and iPhone deployment processes for federal government end users including Presidential appointees, Judges and attorneys
• Performed data back up and data restores on Confidential Laptops (T410,T420,T430,T450)
• Installed laptops, docking stations, printers, monitors and other peripherals
• Windows 7 imaging of Confidential, Confidential and Dell laptops including group policy updates, Nexgen and the addition of user profiles
• Install software while deploying laptops to customers
• Troubleshot steps for Kodak scanner when customers wasn’t able to printer
• Assisted with Skype for Business roll out; configure peripherals for Skype
• Importing/exporting of confidential, critical data from both laptops and mobile phones using Microsoft Exchange
• Recycle assets for re-issue to include deletion of profiles and cleaning of “C” drive
• Follow scripts to install Network/Local printers for customers
• Created, updated and managed Excel spreadsheets and Access databases via Sharepoint to successfully track and manage assets and equipment
• Follow-up with end users as necessary regarding issues concerning data import, printing and remote access to workstations
• Move equipments such as printers, monitors, docking stations that had to be move to inventory
• Kept track of asset tracking sheet for inventory items
• Install apps on Agency Iphones; follow script while installing software on IPhones
• Contact Confidential to port agents phone numbers over to their Iphone 6/6Plus
• Configure desk phones for customers

Tier 1.5 Help Desk

Responsibilities:

• Respond to incoming inquiries, telephones and/ written, from healthcare providers, government officials,
• Research and resolve inquiries in a professional, timely, and accurate manner
• Escalate all Tier Two and Tier Three inquiries and issues, based on document processes, policies, and produces, to the appropriate help desk
• Document all inquiry activities in the appropriate reporting system
• Provide responses to inquiries in writing
• Follow up on all Tier Two and Tier Three escalated inquiries
• Used excel spread sheets to document customers information
• Follow company SOPS policy for helping with customer questions and answer about Obama Health Care
• Help agents with directing there clients to the direct web page on signing up for Obama health care
• Assist agents brokers/clients on how to take their training online so they can begin signing clients under them
• Following up with customers on how to enroll for health care properly so they can get the correct funds .
• Use Remedy Ticketing System to document the steps I took while helping the customers .
• Assigned about 30 tickets a day until it hit the deadline
• Provided password resets when customers accounts was lock
• Assisting with webpage difficulties such as freezing, or webpage could not be displayed.

Tier 2 Help Desk/ Customer Support

Responsibilities:

• Randstad Technologies Confidential University of Maryland University College 24-7 / 365 technical assistance via email, and online chat supporting more than 90,000 Faculty, Staff and students (Stateside and Overseas).
• Track incoming inquires with a Service Now-based tracking systems
• Assist customers remotely providing aid customers ensuring that their systems are up to par to fully utilize school’s Learning Management tools for online and hybrid classes.
• Experienced in fast paced-high ticket volume and chat volumes. Able to touch-type and enter detailed information in the trouble ticketing system while interacting with customers telephonically. Able to close out cases and have follow-up emails sent to customers before the end of the call
• Changing the toner in the printers
• Develop quick reference guides to assist end-users with challenging software application features
• Ensure that Service Now tickets are resolved and completed to the client’s satisfaction
• Apply solution by restoring broken or intermittent connections, adjusting software and reboot system
• Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)

IT Technician/Software Support

Responsibilities:

• Maintain, repair, and install personal pc and network hardware and software.
• Review, maintain, and perform upgrades to existing pc systems
• System administration, user account creation, backup/restore data
• Apply solution by restoring broken or intermittent connections, adjusting software configuration, install patches, and reboot entire system
• PC refresh and migration Windows XP to Windows 8
• Assist with the management and maintenance of hardware and software inventoried
• Provide end user support post migration
• Install and configure COTS applications