BUSINESS COMPETENCIES:

• Process Management
• Project Management
• Vendor relations management
• Stakeholder management
• Performance Management
• Continuous Improvement
• Risk Management
• Root Cause Analysis
• Service Center Management
• Team Building
• ITIL/SOX standards
• HIPAA standards
• IT Governance

TECHNICAL COMPETENCIES:

• Hardware troubleshooting and vendor maintenance with leased devices. Printer mapping on client computers, print queue troubleshooting, and scanning configuration. Mailbox and secured printing configuration. Replacement of waste toners, ink cartridges, toner and e - cycle of empty printer supplies
• PC Break-Fix business and consumer-grade systems: HP, Dell, Lenovo, Apple either self or vendor onsite or depot. Networked and standalone print devices and scanners: MFP/ MPU | Canon, HP, Lexmark, Ricoh, Konica Minolta, IBM, Zebra, Dymo
• Management and deployment of mobile devices: MiFi, Smartphones (Android, Apple, Windows Mobile) tablets, kiosks, Dell, and HP WYSE Terminals (Zero Config and Windows embedded.). Ensured assets are compliant during state inspections
• Windows image creation (WIM) and testing before deployment on new systems. Legacy Windows though current (Windows 7 and 10 pro and enterprise) deployment and technical support. IE 11, Edge, Chrome (personal and for business), Firefox (commercial and ESR), Opera, Safari, Konqueror Dropbox, Google Drive for business
• Enterprise versions of McAfee Antivirus/Disk encryption, and malware support. BitLocker, Bit9, PGP disk encryption, Bombgar and Remote Desktop as well as team viewer Office suites: Microsoft 98-365, Open Office, LibreOffice, Google Suite, all Microsoft Applications: FrontPage, Publisher, Visio 2002-2016/365 , WordPad, OneNote, Skype Exposed to Microsoft Azure, AWS and MS SQL, Linux (Ubuntu variants/Raspbian) WebEx, Adobe CS Suite, Adobe DC reader and Acrobat (STD and Pro) PageMaker 6.0-7.0, HTML 3.0-5, Quark Xpress 5.0-6.1, ACT 5.0-7.0, Unix/Misys terminals, Green-screen (VT100/VAX terminals, Service Now, CA Unicenter Service Desk, HP Service Desk Manager, SysAid, HEAT File Nexus, Net HelpDesk, Service Now

WORK EXPERIENCE

Confidential, Glendale, WI

Technical Lead

Responsibilities:

• Assisted imaging via SCCM from Windows 7 to Windows 10
• Worked with Project Manager for timelines, risk identification, and management
• Assisted users in new PC setup, One Drive and O365 integration

Confidential, Oshkosh, WI

Senior IT Technical Analyst

Responsibilities:

• Assisted in the creation of Identity and Access Management Services Program presentation and documentation
• Captured and reported on Windows Hello for Business project data, goals and milestones
• Worked with Project Manager for timelines, risk ideas, and management
• Created metrics database for deployment, addressing and users what had either a Yubikey (USB smart cards) or Windows Hello for Business rollout
• Generated technical and commercial documentation for Windows Hello for Business and Yubikey distribution
• Created Service Now KBs for troubleshooting and implemented procedurals for Axiad connection sites
• Recreated AME Central SharePoint site
• Created information pages for Identity and Access Management SharePoint site as well as AME project site

Confidential, Franklin, WI

IS Analyst - Site Support

Responsibilities:

• Planned and tasked before Integration, network restructuring, PCs, accessories and hardware refresh for 300 end-users and 100 vendor managed machines
• Acted as Systems Administrator for Validated network, pushing SCCM images, changing folder permissions, retrieving backups, directing users and adding printers
• Acted as project lead for vendor management and user satisfaction as well as the primary point of contact between Confidential corporate and site stakeholders and end-users
• Carried out local site support duties as well as training for users and stockpiling, inventorying old equipment
• Worked with the Operations, Networking, and Support branches to create and disseminate all new information and site management procedures and team engagement
• Provided site Active Directory Administration, onboarding and termination of new users as well as creating security groups and Org units

Confidential, Brookfield, WI

Service Desk Supervisor

Responsibilities:

• Provided telephone, desktop, and remote support, including deployment and replacement of equipment
• Monitored IS dashboard for capacity and ensure effective utilization of team resources to manage call volume
• Drove day-to-day support and guided team members including escalation support for process and procedure questions plus sharing knowledge, encouraging collaboration, and helping team to grow in roles
• Engaged offshore team to update vendor logs, practice, and process management, and provide information to the team at large

Confidential, West Allis, WI

Sr Systems Analyst

Responsibilities:

• Gathered, organized and presented data relevant to outages and system uptime as well as performance metrics and recordkeeping for problems and outages
• Reviewed, analyzed, and modified computer operating systems, application connections, and user accounts
• Analyzed, detected, diagnosed and reported related problems for later follow up and resolution and root cause analysis
• Provided leadership and third line support to other Support Center staff in the diagnosis and isolation of software and application problems
• Implemented adequate change control, operating system standards, and Information System procedures, to meet department and organizational service level

Confidential, Greenfield, WI

Team Lead/ Project Lead /Site Visit Manager

Responsibilities:

• Managed all requests and incidents for resolution within SLA for tickets and coached in excellent customer service
• Educated and provided coaching and personal development of the Support team for KPI values and Metrics
• Created interdepartmental processes for administration, operations, and new hires, terminations and asset management with HR buy-in
• Created tiered support system metrics and adherence practices with direction from IT Manager
• Developed Project management tasks and execution for opening, closing and upgrading office across all regions
• Deployed, installed and troubleshot all hardware and relevant issues as the third-tier resolution on-site for 21 sites throughout three states
• Stabilized vendor relationship management for all site projects from pricing, sourcing, change management, upgrading printing to networking drops changes and upgrades
• Ensured all work remained HIPAA compliant with internal staff and all vendors

Confidential, Franklin, WI

N-Tier Support Technician

Responsibilities:

• Secure mobile platform for email, text, file correspondence and communication
• Mobile Support, administration/configuration of Android and IOS Phones, Air card/Mifi
• Worked with Partnership agreements to escalate when needed to correct group and assist if possible
• Acted as a final tier for Call Center resolutions and support, providing excellent customer service and adherence for SLA and feedback
• Provided In-depth analysis for Business Partner tools, hardware, and programs
• Point of contact for Office 365/ Skype for Business migration from Office 2010

Confidential, Milwaukee, WI

Tier 2IT Analyst /Sr. Service Desk Technician/ Technical Service Desk Technician

Responsibilities:

• Escalation point for entire Manpower Service desk/ Applications / Technology / ID-Management / Customer Contact Center
• Imaged and deployed computers for all users in North America as well as recommended replacements and recovered data on machines for internal and external customers
• Provided Vendor Management, relationship management, and IT Infrastructure services when using Level 3, ATT and British Telecom for offsite issues
• Frontline for Telecom and Network issues, and acted as a primary escalation point for all tickets, verifying documentation, troubleshooting, escalation reason, and expected resolution
• Managed at least 60 new tickets a day
• Awarded for most tickets resolved in a year