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Candidate's Name
Email: EMAIL AVAILABLEPhone: PHONE NUMBER AVAILABLELocation: Detroit, MI Street Address
LinkedIn:
https://LINKEDIN LINK AVAILABLEPROFESSIONAL SUMMARY
Application Support /Help Desk / Network Support Technician with 10+ years of professional experience. Experienced in providing Level 2 and Level 3 support, as well as end-user training and education, business application integrations, implementations, upgrades, etc. Knowledgeable with ITIL and ITSM standards Well versed with Microsoft operating systems, and Microsoft Office Suite applications.CORE COMPETENCIESYEARS OF EXPERIENCEHELP DESK SUPPORT10LEVEL 2 SUPPORT5LEVEL 3 SUPPORT1-2END-USER APPLICATION SUPPORT8+END-USER TRAINING8MICROSOFT ENVIRONMENT10NETWORK SUPPORT1-2ZOOM1MICROSOFT VISIO1AZURE DEVOPS1SHAREPOINT2TICKETING SYSTEMS10Operating System
Windows XP, 7, 8 -11Browsers
Internet Explorer, Firefox and Chrome
MDMIntune, JAMFTesting Deliverables
SRS, Test Plan, Defect Report, Test Summary etc.
Microsoft/Windows products
WindowsXP-10 PowerShell, Exchange and Microsoft 365
Test Reporting
Design and Analysis
Test Management Tools
ALM 12.0 (Quality Center) and SAP
Defect Tracking Tools
Bugzilla , SplunkTicketing SystemsService Now/Remedy/SolarwindsIQSAdministration
PROFESSIONAL EXPEREINCEGREAT LAKES WATER AUTHORITY DETROIT MI 03/2023 09/2023Data Scrubber (6-month Contract assignment Modifying or removing incomplete, incorrect, inaccurately formatted, or repeated data in a database Monitor and Record Database Errors Ensures master data integrity in key systems as well as maintaining and cleansing data in preparation for data migration Basic SharePoint Administration (i.e. Site clean up)INTUIT/ARKAYA SANTA CLARA, CA 01/2023 03/2023Application Support Level 2 (short term contract assignment) Develop and implement a quality assurance process to include outreach. Troubleshooting and resolution process by phone or through electronic platforms such as real-time chat. Track support records and analyze data to identify patterns of common issues. Provided Level 2 application support for internal employees regarding integration of business applications Turbo Tax and QuickBooks support for bugs, patches, upgrades, etc.
POMEROY/FCA STELLANTIS WARREN, MI 12/2022 01/2023Help Desk Technician Level 2 support (short term contract assignment) Serve as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters. Provided application support to end user for Active Directory.
Troubleshooting printer issues, printer setups. Troubleshooting scanner issues Ticketing system: ServiceNowWALKER-MILLER ENERGY SERVICES- DETROIT MI 01/2021 11/2022IT Helpdesk Engineer Level 2
Documented each email verifying customer information by using Spiceworks and including all troubleshooting steps. Used ManageEngine to help users with password issues: Provided basic IPad support.
Assisted with administrative duties for Office365, Sophos, Adobe and VoIP; OS installations Supports C Suite staff.
Troubleshooting printer issues, printer set ups. Troubleshooting scanner issues.
Analyze the need for, and develops, document, implement, and monitors information technology quality assurance standards. Assisted with AV duties, microphone set up, Speaker set up and projector set up and basic Zoom support.
Provided administration for O365 for AD, VPN, Azure Dev ops, application integration, IAM Ticketing system: SolarWinds
GREAT EXPRESSIONS DENTAL CENTER- BLOOMFIELD, MI 07/2020 11/2020
Support Tech
Documented each call verifying customer information by using iSmile ticketing system and including all troubleshooting steps,
Provided basic network trouble shooting.
Troubleshooting printer issues, printer set ups. Troubleshooting scanner issues.
Performed Active Directory Assistance, also remoting into a client s pc for troubleshooting purposes.
Serve as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters Performed Active Directory Assistance, also remoting into a client s pc for troubleshooting purposes. Troubleshooting Microsoft applications Troubleshooting dental digital equipment Assisted multiple locations: MI, NY, FLGUARDIAN ALARM-SOUTH FIELD MI 02/2020 07/2020
(Direct Hire)
Customer Service Advisor
Handle incoming and outgoing phone calls in regards to security and medical alarms. Respond to high-priority alarm signals for Commercial and Residential customers.IBM FOR R1RCM-LINOVIA MI 11/2019 02/2020
Assignment For Artech
Desktop Support Technician, Level 1 and 2 Configuring computer systems, setting up user accounts, solving hardware and software problems. Troubleshooting all hardware and software issues.
Provides desktop hardware support for the user community.
Works on multiple functional systems that tend to be of moderate to high complexity.
Setting up printer access, changing printer toner, minor printer fixes. Maintains records and prepares reports and correspondence related to the work. Perform Server installs, upgrades, moves, repairs and removals. Worked with ITIL and ITSM standards. Perform install and upgrades to Network Operating systems
MILLER CANFIELD - DETROIT, MI 06/2019 09/2019Canon Business Process Services
Records Clerk
Responsible for performing specialized clerical duties such as record-keeping and managing forms and information.
Prepare legal documents indices, file folders and labels. They may be responsible for keeping files up-to-date. In addition to filing.BLUE CROSS BLUE SHIELD OF MICHIGAN - DETROIT, MI 02/2019 06/2019
Assignment For GETRONICS
PC Refresh Tech
Imaging, PC deployment and Windows7 Upgrades to Win10.
Update asset records with new owner information. Basic support and troubleshooting of streaming devices.AMERICAN AXLE AND MANUFACTURING - DETROIT, MI 07/2017 02/2019
Assignment For ARTECH
Helpdesk Support, Level 1 and 2
Supported users for Office365 migration
Educating user on Office365 products.
Removing and adding users in groups from Active Directory. Administers and implements automated data processing systems and computer application programs. Troubleshooting printer issues, and printer set-ups. Troubleshooting scanner issues.
Administers and implements automated data processing systems and computer application programs. Convert and implement new systems and upgrade existing systems. Did 1st level support with Carbon Black, and made sure it was integrated with other applications. Supported single sign-on for usersGOOGLE - FARMINGTON HILLS, MI 04/2017 06/2017Assignment For Genpact at Genpact
Process Associate
Supported the Application Google My Business users via 50% phone and 50% via email, worked on their inventory while fielding calls throughout the day. Answered inbound call volume at about 15 calls per day.
HEWLETT-PACKARD ENTERPRISE - PONTIAC, MI 10/2016 12/2016
Assignment For Expreis
Global Operations Monitoring Analyst Provided technical and end user support to overseas accounts. Provided network traces, packet captures, and analysis to help resolve incidents. Attended all initial incident meetings to help determine the extent of the problem and if all necessary groups were being leveraged . I worked 12 hour shifts.
Administer, implement, and provide technical support of applications and associated hardware used in a client server environment utilizing a specialized set of diagnostic tools with elevated privileges.
ATOS DATA CENTER - DEARBORN, MI 06/2016 10/2016
Assignment at IIC
Data Center Support
Managed digital tape library system. Assisted with server maintenance, also did tasks for AS 400 Mainframe such as clearing out old jobs.
Serve as technical experts providing support to other technicians.
LITTLE CAESARS - DETROIT, MI 08/2015 02/2016Help Desk Level II (Permanent)
Deliver client support and technical assistance and support for incoming queries and issues. Resolved moderate complexity related to Caesar Vision computer software and related hardware by using Service Now ticketing system. Microsoft OS and internal proprietary OS for their franchise stores. Research, analyze, develop and document solutions new processes and procedures to implement new solutions for use by technicians to meet future problem resolution needs.
UST-GLOBAL - DETROIT, MI 05/2014 08/2015Associate Tester & Junior Business Analyst
Assisted in business analysis techniques. Assisted in the development and execution of functional test cases. Performed VBS Scripting for test cases
CARETECH SOLUTIONS - TROY, MI 02/2013 05/2014
Client Services Analyst (MSP Provider) Documented each call verifying customer information by using BMC Remedy ticketing system and including all troubleshooting steps. Basic MAC support.
Performed Active Directory Assistance, also remoting into a client s pc for troubleshooting purposes.
Provide on-site or remote access diagnosis and resolution of computer hardware and software problems using a highly integrated set of diagnostic tools and techniques utilizing a specialized set of diagnostic tool and elevated privileges.
EDUCATION
Quality Assurance & Business Analysis UST Global, Step IT Up America Program Detroit, MI (Internship)
2014
HIT PRO Program Certified Implementation Support Specialist Macomb Community College Warren, MI 2012
Basic Fundamentals of Networking, Windows Server, Security, Database and Active Directory, 2016
Microsoft Virtual Academy Detroit, MICertificate earned at Friday, March 2, 2018 5:49 PM
Technical Support Fundamentals by Google .
Coursera Detroit, MI
High School Graduate Redford High Detroit, MI
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