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Click here or scroll down to respond to this candidateCandidate's Name , SFCPHONE NUMBER AVAILABLE EMAIL AVAILABLE Atlanta,GAInformation Technology Professional Dedicated Mid-level Information Technology professional seeking to provide technical support and great customer service. Skilled problem-solver able to communicate with users on different levels of technical proficiency. Ability to troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.Technical Knowledge:Platforms: Windows Vista/7/8/Street Address /Server, IOS, Android, Zendesk, SalesForce, Citrix, Remedy, Avaya, Cisco, ServiceNow, Linux,Tools: Microsoft Excel, Microsoft PowerPoint, Microsoft Project, Microsoft Visio, Microsoft Outlook, Microsoft Access, Microsoft SharePoint, Office Street Address , Active Directory, Microsoft SQL server, Microsoft Exchange Server, Java ProgrammingSkills: Active Directory, Server Installation, Server Maintenance, Server Performance ManagementServer Roles, System Recovery, Windows Based Networking, Remote Desktop, HTML5, CSS,Installation, Configuration, Upgrading (system modules/addresses/ports/devices)Diagnosing and Troubleshooting; Computers, Laptops and Mobile DevicesPreventative Maintenance: Motherboards, Processors, Memory, Peripherals;Operating Systems: Installation. Configuration and Upgrading;Media Topologies: Network topologies/ media connectors and uses/ identifying network componentsProtocols & Standards: OSI & TCP/IP Model / Network Protocols / Network ServiceCertifications: MTA: Windows Server Administration, MOS: Word 2013, MOS: Excel 2013, MOS: PowerPoint 2013, MOS: Outlook 2013, MOS: Access, MTA: Windows Operating Systems Fundamentals, Scrum Fundamentals Certified. MTA: Security FundamentalsEducation: Interactive College of Technology: Diploma Business Information SystemsInteractive College of Technology: Associate of Science Information TechnologyGraduation date: June 2019Western Governors University: Bachelors Degree in Cyber SecuritySecurity +,ITILGrad Date 2022PROFESSIONAL EXPERIENCE:Raytheon Technologies Office 365 Support Ops Team 2/2021-CurrentEXCELLENT communication and Customer Service mentalitysupporting O365 migrations/upgradesUse to ServiceNow ticketing systemTroubleshoot licensing issues in Office 365Communicate with Teams skype and outlookStrong organizational skills and a go getter mentality to solve problems quicklyManage and communicate through emails, phone calls and meetings with individual users, BU, local helpdesk support and third party vendorsAmerican Credit Acceptance DESKTOP SUPPORT III 12/31/2019- CurrentProviding support in-person and over the phone with usersAssessing, troubleshooting and resolving hardware, software and server issuesApplication troubleshooting, upgrade and deploymentsPrinter maintenance and troubleshooting10zig and citrix set up and maintenanceUse of Atlassian jira ServiceDesk to document tickets and update inventory and knowledge base or confluenceOffice 365 troubleshooting exchange on line auto archive and OneDrive and OneNoteZoom for meeting troubleshooting audio and video issuesSet up an deploy VoIP phonessome mobile device support (iOS), and android supportshipping and purchasing equipmentResponsible for documenting and resolving ticketsThin client imaging and deploymentMondelez International Project Lead 8/2019 3/2020Build and install PCs, wireless networks and peripheral devices (such as printers, scanners, handheld devices) related to desktop infrastructure in accordance with department standardsMaintain installed PCs, networks and peripherals with routine maintenanceIdentified, log and resolve technical problems with software applications or network systemsEnsure that work is carried out within agreed service levelsMigrating desktops/laptops from Windows XP to Windows 7 or higher platformSupported desktops/laptops backup and restorationClear communication of technical issues to the Service Provider (TCS)Troubleshooting issues on the EUC devices such as Desktops, Laptops, Printers, Scanners and Handheld devicesCommunicate the issues clearly over the phone call and email to the Service Provider (TCS)Use of reporting and ITSM Toolhardware maintenance and cablingApex/Dell/Microsoft/Delta Level 2 and 3 O365 Migration Support Specialist 5/2019-8/2019User provisioning, License assignments, Mailbox migration to Office 365PST migration to Office 365Office 365 E-Mail Archiving setup and configuration Yammer AdministrationTeams Administration and Configuration, Multi-Factor Authentication Single Sign-OnCreation of Audit Logging Audit trailsCustom Security Roles definitions and creation User Documentation, instructions, and on-boarding,Create end-user documentationCreate checklists for migrations, Create User instructionsAssist in On-board of users to Office 365, Microsoft Exchange Migration to Office 365,Support for existing Distribution Groups, Resource mailboxes, service accounts,Creation and modification of service accounts, resource accounts, contractors, etcPower Shell, Basic scripting to perform administrative tasks on-premise or usingMFA based Power Shell in Office 365Preferred Microsoft SQL Server Installation of SQL server Create modify Maintenance and backup plansDatabase Restore SharePoint (On-Premise) Basic administration and support for existing on-premise installationSharePoint (Cloud) Basic administration and support ADFS Azure Connect technology Capable of building High-Availability environmentCollabera/Kaiser Permanente Service Desk Analyst 1/2019- 4/2019Onsite Office 365 subject matter expertInstallation of O365 products and programsUse of ServiceNow to create, and resolve tickets through chat and phone callsRSA Secure ID software and hardware configurationProvides Level 1 and Level 2 support.phone support, handling minor triage issues with basic troubleshootingEscalating all other issues to Level 2 and 3 support.Maintaining, developing and supporting personal computers, servers, local and wide area network, software, and data communications,Maximize Firm-wide productivity and minimize system downtime.Assists with Helpdesk duties and installs hardware and software.DISYS/Amtrak Service Desk Analyst 11/2018-1/2019Use of Active Directory to create, unlock, and reset passwords and accountsEnsures the end-to-end customer experience and provides a single point-of-contact for the customerTroubleshoot and install Office 365 applicationUse of CTI categories for logging request and IncidentsResident Office 365 subject matter expertDocuments resolutions and updates self-help and staff knowledge bases.Use of O365 Sharepoint database, Citrix Database and VPNCreation of Company emails and accountsInsight Enterprises O365 Migration Specialist 9/2018-11/2018O365 OneDrive preview data is there and make sure local work is uploaded to company siteSync works from old site to new siteInstall, configure and troubleshoot Microsoft Office 2016 and 365O365 SharePoint and Teams have to use old credentials during migration window; Show user how to do this.Log on with new O365 credentials with SSO - first initial last name @client.comLevel 1 service desk type stuff and Basic troubleshootingInteractive College of Technology It Helpdesk Technician 1/2017- 9/2018Assisted with installation of cables and configured computer labsConfigured Office 365 email accounts for incoming studentsInstalled and Resolve Issue within Office 365Troubleshoot issues with computer hardware and thin clientsInstall windows server and win office onto computer imageClean and Maintain computer components and labsAppleOne/Maximus CSR/Helpdesk 5/2015-10/2015Handled Helpdesk tickets and escalations for consumer issuesAssisted clients with incoming inquiriesHandled 50-70 calls per day; calls handled with one call resolutionINSPIRITEC, Inc. CSR/Helpdesk 4/2012-8/2014Troubleshoot user issues with website and applicationsNavigated clients through state license renewals and applicationsTrained new employees on interoffice call tracking systemsHigh Volume Call center with 80-100 calls per day |
