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Click here or scroll down to respond to this candidateCandidate's Name
Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEOBJECTIVE: To secure a full-time position with a stable and gainful organization, where I can be a member of a team and utilize my hard earned, extensive software knowledge and IT experience in pursuance of a better opportunity.EXPERT SKILLS Advanced skills in Microsoft Office Applications. Advanced in all Windows platform support. Experienced in Imaging of PCs on an enterprise level. Very easily learned and troubleshooted common issues with software such as Adobe, ZOOM, and Microsoft Teams. Used tools such as Aternity and Tanium to manage and monitor laptop usage across the company. Testing and maintaining technical equipment for clients. Advanced communication and relationship skills. Working with servers to provide AD administration tools and software installation tools. Creating scripts to instantly provide support for operations that were previously done manually.EXPERIENCEJuly 2021-Present Bessemer TrustSenior Technical Support specialistSenior to 3 other colleagues of the desktop support team for Bessemer TrustProvided desktop support to over 1,200 employees nationwide to make certain client advisors for the company had the tools needed to complete daily tasks.Tested, Installled and maintained Cisco Voice products by configuring them for over 1300 usersImplemented and improved processes to decrease time spent on imaging and deploying PCs to clients in a timely manner.Installed, tested, and verified all technical equipment used at workstations worked properly to ensure smooth day-to-day duties for clients.Periodically updated BIOS, and other drivers on PCs remotely not to interrupt the daily duties of clients.Oversaw problem management processes by testing and re-creating issues to find solutions to any outstanding problems.Was the owner of the Aternity tool to manage and monitor PCs. Trained the desktop support team members on the navigating as well as the functions of Aternity.With the use of ServiceNow, managed, created, and resolved Incidents and problems at SLA standards.Made trips to regional offices for complete office refreshes by managing projects to deploy new equipment at workstations.Maintained excellent relationships with client advisors across the nation to be the Go to guy for any problems they may have been facing with technical equipment. Periodically got great feedback directly to my managers about the customer service excellence that I provided to them.Was available off hours and weekends for clients to guarantee they had what they need to present to clients, therefore ensuring major profits for the company.Had meetings with Dell, Lenovo, and HP to test demos and elect which product is best fit for our clients needs.Very experienced with the Windows platform as well as MAC.Held weekly SCRUM and Problem management meetings with staff to ensure a plan was in place to handle any outstanding issues.Trained all new hires to the desktop support team of Bessemer trust to ensure they understood our White Glove Service policy.Handled tickets escalated from the helpdesk team that were more manageable with the access we had with servers and other monitoring software for PCs, such as Aternity, Kaseya, and BigFIx.Was asked by management to handle all and any issues that VIP employees may be having, to assure all of their equipment was in working order.Within one month of being a consultant, got promoted to technical support specialist for being recognized by upper management in dealing with deploying PCs and equipment to higher ups such as the CEO, CTO, and CFOs of the company. After one year got promoted to Senior technical support specialist.Aug 2017- April 2021 Genius Sports (NBA)Help Desk SupervisorPart of the original core team to ensure stats delivery for NBA, WNBA, and G-League games.Provide live support for major NBA, WNBA and G-League events uch as the finals and Summer League as well as the NBA Global games.Implemented documentation of processes for support to ensure every member on support team was familiar with our processes.Provide on-barding training for new hires of helpdesk support.Became proficient with the use of tools such as Aternity to monitor and manage PCs used by the entire company.Test upcoming releases of application to ensure a successful rollout of new version.Managed and executed training to newly hired users of our stats application.Manage a team of technicians to ensure smooth delivery of statistics daily.Provide daily recap reports on games as well as calls and emails received every day.Improved ability to install and run processes through Windows Power ShellProvide monthly operations summaries to senior level management in the NBA.Create schedules for all employees to ensure support of all live games.Got promoted to Level 3 Help Desk supervisor.Sep 2014-Sept 2015 Tech Mahindra (GE Power & Water), Houston, TXApplication Support LeadHandled 1st and 2nd level support calls for all applications offered by GEAnalyzed, investigated, and implemented fixes for support of applications and other issues.Escalated support calls to 2nd and 3rd levels and worked closely with the support team.Took full ownership of user problems until they were completely resolved.Prioritized in a fast-moving environment to assure efficiency in resolving user issues in a timely mannerGained the ability to grasp technical concepts quickly and easily.Accurately followed as well as created diagrams and written instructions on proper procedure of support.Proactively worked as a member of the application support team.Sep 2009 Sep 2014 Smart Choice Auto Group, Houston, TXAssistant ManagerResolve all technical related issues ranging from networking, hardware, software, printing, and LED operational issues thereby maintaining smooth operations and keeping cost at a minimum.Developed and managed Smart Choice website for company thus creating an increase of sales and lead generation as well as marketing exposure.Administered and programmed over 1,000 GPS units on vehicles sold and delivered to customers providing the dealership to track its vehicles in the case for repossession, thereby reducing risk of loss of company assets.Maintain, operate & provide technical support for the GPS unit website for all 3 dealerships to continue efficient operations in the case of repossession as a result keeping company assets secure.Assist individual salespeople in setting aggressive yet realistic monthly goals and objectives and provide them with the support to meet these goals, therefore enhancing the image, customer satisfaction, and sales ratings of the dealership.Supervised salespeople and staff by planning, organizing, and delegating work and in turn created a high level of work efficiency and extraordinary employee production and satisfaction.Provided exceptional technical support, customer support, sales support, financing options, photographic and website display proficiency, marketing, lead generation, and social media skills which allowed the owner to use my expertise to cut costs and eliminate the need for 3rd party vendors.EDUCATION DeVry UniversityBachelor of Science in Technical ManagementMajor: Technical ManagementEarned in July 2023 |
