PROFESSIONAL SUMMARY

As an IT Professional with experience in addressing the needs of internal and external clients, my skills include the use of the Remedy ticket management system for tracking, detailed logging and updating issues resolution status and next steps required for timely issue resolution. I have created support documentation, trained users on the effective use of software and hardware reducing departmental support requirements. I have worked as a technical support representative contractor for multiple Commonwealth agencies including, JNet, Public Welfare and Environmental Protection. I am skilled in troubleshooting and repairing both hardware and software issues on end user equipment as well as server side devices. I am well versed in the use of networking troubleshooting techniques, ping, traceroute, nslookup and the like. I also have experience with software configurations, Microsoft Office use and support as well as Active Directory in supporting and resulting customer needs.

TECHNICAL SUMMARY

PROFESSIONAL EXPERIENCE

Confidential

Global Data Consulting

• Servicing the technical support issues for 25 MSA and T M clients. Diagnosed, troubleshoot and remedy issues affecting users with one on one interaction, phone, and e-mail support. Worked with vendors, hardware, and software manufactures, assisting users and IT with technical issues. Troubleshooting all issues from Desktop to Server.
• On-Call 24x7 for issues specifically with own clients. On-Call every nine weeks for seven days to respond to all clients.

Confidential

Senior Consultant

• Servicing the technical support issues for 1,500 users across the Pennsylvania Plant. Used Service Now to track incident requests for hardware and software issues. Diagnosed, troubleshoot and remedy issues affecting users with one on one interaction, phone, and e-mail support. Worked with vendors, hardware, and software manufactures, assisting users and IT with technical issues.
• Provisioned user and computer accounts within active directory. Implemented specific command guidance regarding security and training requirements prior to approval of accounts. Utilized automated systems during the process of account provisioning.
• Responsible for training single users and large user groups on the functionally of internet applications as well as any new software that the users may require. Created and provided any training documentation that assisted end users in using new or existing resources.
• Maintaining a Microsoft Deployment Services Server MDS to distribute Windows 7 32bit and 64bit images to Laptops, Desktops, and Workstations. Develop new processes to maximize image release.
• Mobile device administrator. Maintained inventory of all mobile devices Blackberry, iPhones, Androids, Rugged Phones . Updated policies via Airwatch MDM application. Maintained users in Airwatch. Single point of contact for contacting vendors AT T, Verizon, and Sprint to resolve service issues, order new phones, etc.

Confidential

Senior Consultant

• Servicing the technical support issues for 4,000 DEP users across the state of Pennsylvania. Used Remedy to track incident requests for hardware and software issues submitted from System Coordinators. Diagnosed, troubleshoot and remedy issues affecting DEP users with one on one interaction, phone, and e-mail support. Worked with vendors, hardware, and software manufactures, assisting DEP System Coordinators and DEP IT with technical issues.
• Provisioned user and computer accounts within active directory. Implemented specific command guidance regarding security and training requirements prior to approval of accounts. Utilized automated systems during the process of account provisioning.
• Responsible for training single users and large user groups on the functionally of internet applications, custom DEP software, as well as any new software that the users may require. Created and provided any training documentation that assisted end users in using new or existing resources.
• Responsible for administering, maintaining, and troubleshooting all issues with RIM Blackberry devices. Provided hands on training for all Blackberry users. On call 24/7 for executives within the agency for any technical assistance that was required.
• Worked with various vendors for the agency PC purchase project. Involved the coordination of resources, technical evaluation of hardware products, interfacing with vendors, pilot testing, and image development and testing. Responsible for administering, maintaining, and troubleshooting all issues the DCM server that monitors and updates the BIOS on all Dell systems at DEP.

Confidential

Infrastructure Specialist Lead VOIP Agent VOIP Incident Manager

• Open new incidents or processes existing incidents from The Common Wealth of Pennsylvania COPA agency personnel as part of the Commonwealth of Pennsylvania Telecommunication's project via e-mail and telephone. Use Remedy to track and log issues in all incidents. Responsible for providing continuous updates to service requestor throughout the entire lifecycle of the incident.
• Maintained the flow of information and updates from Verizon, Level 3, Siemens, COPA users, and other sources into the work log area of Remedy tickets.

• Lead agent for VOIP PennConnect support, responsible for developing or assisting in developing processes in place for VOIP agents. Escalate issues directly to Siemens management when needed. Acting as liaison between the Commonwealth and Siemens management for time sensitive issues.

• Responsible for training single users on the functionally of internet applications, Office applications, as well as any new software that the users may require.
• Onboarding new agents into the VSD. Configuring their RSA Secure ID tokens with Junpier VPN Software. Configuring laptops with new agent profiles and Microsoft Outlook account.
• Onsite technical support for the Verizon COPA Service Desk agents and management. Support any technical issues that prevent agents from performing their daily job duties.

Confidential

Consultant

• Setup and maintain new PC/Laptop equipment. Configuring laptops with new profiles and Microsoft Outlook account.

• Onsite technical support for the ARM EnnerTech staff and management. Support any technical issues that prevent staff from performing their daily job duties.
• Provisioned user and computer accounts within active directory. Implemented specific command guidance regarding security and training requirements prior to approval of accounts. Utilized automated systems during the process of account provisioning.
• Responsible for training single users on the functionally of internet applications, Office applications, as well as any new software that the users may require.

Confidential

Jr Project Manager

• Responsible for gathering customer requirements for PC deployments, developing a schedule to meet the customers' needs for installation across the Commonwealth and managing the resources to install those systems.
• Conducted lesson learned session at end of project, project materials were prepared and summary CD provided to the customer.
• Provided Dell Image Direct service to customers, completing on boarding documentation and account management, additional level of technical and customer support for our customers with a level of insight with regards to Commonwealth of Pennsylvania policy and procedure.
• Technical Advisor for Dell PC Deployments, Internal Adept Technical Support and various other technical duties.
• Responsible for training single users on the functionally of internet applications, Office applications, as well as any new software that the users may require.

Confidential

Tier 2 Helpdesk Agent

• Supported the technical needs of 10,000 DPW users across the state of Pennsylvania. Diagnosed, troubleshoot and remedied issues affecting DPW users with one on one interaction, phone, and e-mail support. Worked with vendors, inventorying of equipment, desktop deployments, and assisting DPW Administration Officers and DPW IT with technical issues.

Confidential

Helpdesk Agent

• Opened and processed trouble tickets over telephone and email supporting problems of 20,000 JNET users across the state of Pennsylvania. Specifically diagnosing, troubleshooting, and remedying issues affecting JNet users with JNet specific applications.
• Tested JNet applications, reported and logged outages, followed up on outages to make sure the outages were being dealt with accordingly, designed internal web pages, and creating JNET training documentation for end users and JNET personnel.
• Responsible for training users on the functionally of internet applications and proper use and functionality of the JNET applications by creating and distributing training material and walking users through the applications over the telephone.

Confidential

Consultant

• Serviced the technical issues of EHB users across the state of Pennsylvania. Specifically, diagnosing, troubleshooting and remedying issues affecting EHB users with one on one interaction, phone, and e-mail support.
• Responsible for training single users on the functionally of internet applications, Office applications, as well as any new software that the users may require.