IT Support Staff Resume

SUMMARY

To find a challenging position in the information technology sector that provides opportunities for both personal and professional growth.
Windows Vista/7/8/10; Windows Server 2008, 2012 R2, Active Directory MS Office, MS PowerPoint, MS Access, MS Outlook, MS Project, MS Exchange
VOIP, WLAN/LAN/WAN, Active Directory (DNS, DHCP, IPSEC, VPN)
Cryptography and Encryption, Public/Private Key Infrastructure, Certificates
Social Engineering, Email Security (Phishing, Spam)
Packet sniffing, vulnerability/port scanning (Wireshark, Nmap)
Incident Response and Disaster Recovery
Switch/Firewall Configuration and monitoring
IT Hardware Support/Installation
Learning Management System Administration
Analytics: Tableau/PowerBI Dashboard creation

PROFESSIONAL EXPERIENCE

Confidential

IT Support Staff

Responsibilities:

Responsibilities: Hardware/Software Support Specialist
Communicated regularly with clients VIA phone and email to create and resolve service tickets before they disrupt business operations.
Configured CRM and background agent software including Labtech and ConnectWise to monitor and resolve service tickets proactively.
Conducted on - site system-wide IT audits and full system installations including media distribution, point of sale, digital signage, and security systems for multiple clients.
Maintained expansive database of all clients’ systems specifications using ITGlue.
Configured CRM and background agent software including Labtech and ConnectWise to monitor and resolve service tickets proactively.

Confidential

Software Support Specialist

Responsibilities:

Provided technical support for over 1000 studios across multiple platforms including Rackspace, SABA Cloud (Orange U), Mindbody Online (MBO), and Franconnect
Monitor and maintain Orange U service desk for creating and maintenance of all accounts and organizations across the Orangetheory network
Daily reporting and integrations for the Orange U database (activations and terminations)
Monitor and maintain MBO tracker and weekly meetings with MBO to resolve on-going issues across the network.
Provide 24 hour on-call remote support for OTbeat heartrate monitoring system
Daily reporting on KPI stats for all service desk agents in Zendesk
Creation of new Franchise user accounts in Rackspace
Training of other agents on various platforms including SABA Cloud, Mindbody, Rackspace, Office365, etc.
Work with Learning and Development team and International team for deploying new international studios for Orange U and Rackspace.

Confidential

LMS Administrator

Responsibilities:

Manages the day-to-day and ongoing operation, maintenance, usage, analysis and administration of SABA
Administers LMS user accounts, and network security, adds/deletes resources, monitors accounts, resets passwords, and maintains system parameters and security;
Participates in performing UAT, functional tests when there are changes in configurations or upgrades to the Learning Management System
Provides documentation/operating procedures where appropriate to guide internal processes
Creates and maintain organizations, franchisee and corporate employee accounts.
Answers and resolves technical issues related to the LMS system including documenting and responding to LMS helpdesk tickets and email requests
Works with the Curriculum Manager and Learning Design Manager to create/publishes/archives online/instructor-led courses, creates/assigns training curricula, complex certifications & checklists;
Serves as a point of contact for managers and employees for questions and problems relating to the LMS system
Provides subject matter expertise to Local Administrators including providing training on LMS and assistance with assignments and local requests
Provides support to software updates, configuration, troubleshooting, debugging, and user access testing;
Maintains data integrity rules and processes for the LMS, Investigates and resolves any data or system inconsistencies or discrepancies;
Provides ongoing technical support in conjunction with the LMS Administrators, and service desk
Generates and analyzes LMS usage activity, course evaluation, and additional metrics, reporting on monthly and quarterly basis
Creates analytics dashboards measuring LMS performance across the network using PowerBI and Tableau.

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