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Click here or scroll down to respond to this candidateCandidate's Name
A networkExpertise in Cisco Meraki, Networking, Deployment, Cisco switches, Access Points, Troubleshooting, RouterTroubleshooting Point of Sale hardware and software, Ability to test, plan, document, standardize, deploy POS infrastructure and supporting systems, and communicate with business unit(s).Proficient in Service Now, BMC Remedy Force, JAMF, Track IT, Change Gear, Heat, Spice Works, Footprints, and Integrated Proprietary ticketing systems.Providing technical support and training for ERP system end-users. Preparing development progress updates and documenting ERP systems processes. Salesforce, SAP Business, PeopleSoft, Workday, EpicurWorkstation deployment and tear down, with asset/ inventory control management using various systeerning customer's accounts using Azure Active Directory Admin or company software infrastructure.Providems.Strong Extensive experience in customer service, with help desk\call center and technical environment.Experience with Active Directory Components (AD Users and Computers, DNS, DHCP and WINS etc.)Strong hands-on service desk providing moderate to very busy support usually between 40-60 calls a day.Understanding of AV and Communication software for business collaboration. Zoom, Teams, Cisco Jabber, Webex, Slack, etc.Ability to Work with a Translator when troubleshooting issues.MDM such as JAMF and multi factor security management such OKTA.Provided maintenance and user support for numerous devices and operating systems including Windows 7/10 (15 years experience), MAC (9 years experience), and Linux Microsoft Office iPhone/iPad/Android/Blackberry, also VDI EnvironmentEXPERIENCEIT SupportMarsh McLennan March 2022 December 2023Laptop deployment for employees coming back to work and upgrading equipment. Networking desktop and laptop computers using IP stack, Configure Local and Networks printer (HP Jet Direct), Cisco VOIP desk phones, Mobile Devices.customer-facing and tasked with a variety of complex problems that require deep and detailed investigation and problem-solving involved in the Cisco Meraki Dashboard as well other in-house tools and CRM.Collaborate with the Network Support team to address any case that escapes my area of expertise.Resolving technical issues concLevel 2 Technical Help Desk Support, Hardware/Software troubleshooting and issue Resolution for remote and at work employees.Monitored ServiceNow Ticketing queue from first level helpdesk, handled Hardware/Software issues in time efficient following SLA, either customer facing, phone or chat.Provided AV support by setting up and maintaining Audio and Video equipment when needed.Provided Workday user supportProvided installation and upgrading services of hardware and software, diagnosing end-user system Failures and implementing repair solutions, diagnosing printer and other peripheral device failures, and implementing repair solutions.Support Laptop, Smartphone and iPad/Tablet configuration using Intune Admin; Hands-on repairs while taking support Calls.Desktop support/Network wiring MDF and IDFSatec February 2021 February 2022Oversee and maintain their computer hardware and software systems.Desktop support and laptop deploymentShutterstock June 2021 January 2022Assist users With Conference room Configurations and troubleshooting.Provided customer assistance and support pertaining to database system queries and complaints.IT Help Desk Technician Bank of America December 2020-June 2021Serve as the first point of contact for customers seeking technical assistance over the phone or Email.Perform remote troubleshooting through diagnostic techniques and pertinent questions.Determine the best solution based on the issue and details provided by customers in a BYOD/VDI Environment.Walk the customer through the problem-solving process.Direct unresolved issues to the next level of support personnel.Provide accurate information on IT products or services.Record events and problems and their resolution in logs.Follow-up and update customer status and information.Pass on any feedback or suggestions from customers to the appropriate internal team.Identify and suggest possible improvements to procedures.Helpdesk/Desktop/ Network SupportBarrister Global Services Network Hammond, LA Sept Sep 2019-Nov 2020This is a proprietary online ticketing-based web tool called CustWA (Customer Web Access) that Provides real-time service request from the companys clients.Posses Comprehensive understanding of the general/technical aspects of the assignment.Need to quickly adapt my knowledge to the current IT environment and be able to enhance the Current systems in place.Need to apply extensive knowledge of my job skills, along with the companys policies and Procedures to complete specialized assignments requested by the client in creative and effective Ways.Complete task with minimal supervision and assignments adhering to established procedures.Communicate with technical and non-technical personnel effectively.Helpdesk/Desktop/ Network SupportRealogy LLC Madison, NJ Oct 2018-Sep 2019Provided maintenance and user support for numerous devices and operating systems including Windows 7/10, MAC, and Linux Ubuntu, Microsoft Office iPhone/iPad/Android/Blackberry. This is a Hybrid BYOD Environment.Assisted and supported around 2500+ employees with any technical issues.Reset Passwords and change user permissions in Active DirectoryReview problem tickets and respond to user within established standards; resolve open tickets in a Timely and professional manner.Developed an internal knowledgebase for internal employees of several new hardware and Software products for self-troubleshooting, providing instructions and images, when necessary, remotely.Assist users With Conference room Configurations and troubleshooting.Provided customer assistance and support pertaining to database system queries and complaints.Provide a positive customer service experience able to provide empathy rather than sympathy.Help Desk & Desktop SupportRutgers/Robert Wood Johnson, New Brunswick, NJ Nov 2017-October 2018Responsible for initial technical support requests pertaining to desktop software and hardware Issues.Answers end-user questions or research and responds to the question within an appropriate time Chose by the Computer Operations Assistant Manager.Delivering technical and/or analytical support to administrative, research, clinical and administrative Missions within a biomedical, academic environment.Configuring\troubleshooting and managing: Windows, Macintosh, and UNIX (both desktop, laptops and tablets).Assistance with personal Home Networking to enable the ability to remote into office computer Using.Networking desktop and laptops computers using IP stack, Configure Local and Networks printer (HP Jet Direct), Mobile Devices.Experience with a Microsoft domain infrastructure, configuring laptops and Mobile devices for Wireless networks, email (MS Outlook, GroupWise, Eudora and Netscape and collaboration tools.Deploying Company based Applications via SCCM.Office 365 experience.Help Desk & DesktopSupport In Ventiv Health, Somerset, NJ December 2015-October 2017Provide Level 2 Technical Help Desk Support, Hardware/Software troubleshooting and issue Resolution for remote pharmaceutical field Salesforce.Support Laptop, Smartphone, and iPads/Tablet configuration; Hands-on repairs while taking support Calls.Logging Help Desk calls immediately and accuratelyStrong experience Supporting VeevaStrong experience Supporting Skype for BusinessCoMET supporting Veeva eTMF & Submissions.Responsible for opening, managing, and closing tickets upon resolution.Recording changes to inventory (condition, assignment changes, locations)Facilitating warranty repairs/replacementsSupporting 5,000 end users on different hardware and softwareEstimated 60 calls managed per shift.Video Conferencing and Training, Skype for BusinessLaptop troubleshooting and repair.Migrate user to VOIP; help them get accommodated with the new hardware and software (training).POS Systems Analyst,Barneys July 2014-December 2015Provide Day to day technical maintenance and support for all retail store locations.Writing, optimizing, and troubleshooting SQL queries and procedures creating and maintaining Crystal reports (SQL) technical issue for Internet and Phone.Had to have Knowledge of network environment and methodologies (LAN, WAN, routing protocols, switching, & wiring standards)Followed protocol for incident resolution to find root cause to define, analyze and prevent future Incidences.Working knowledge of mobile POS devices such as apple devices and their OSWorking Knowledge of POS software such as Micros-Retail Tradewind, Xstore or equivalentResponsible for opening, managing, and closing tickets upon resolution.Recording changes to inventory (condition, assignment changes, location.Help Desk IT SupportNew Jersey Economic Authority, Trenton, NJ June 2012 July 2014Provided installation and upgrading services of hardware and software, diagnosing end user system Failures, and implementing repair solutions, diagnosed printer and other peripheral device failures and implementing repair solutions.Troubleshooting network devices to ensure connectivity from the PC to the network inHouse and remotely.Setup and troubleshoot audio/video equipment such as projectors and video conference.Equipment.Responsible for changing tape backups.Basic Administration of Salesforce CRM.Help Desk IT SupportTitanium Industries, Rockaway NJ Dec 2010 April 2012Responsible for working with users via remote desktop software or in person to resolve issues; Logged all support tickets in a proprietary software system and was accountable for the life of the Trouble ticket.This is an MS Environment where duties include troubleshooting various PDAs, Smartphones and iPhone, Mac OS, third party metal software (STRATIX), VPN, Soho Networking, Printers and Managing user accounts in Active Directory.Taught myself Crystal Reports and was trusted enough to Design Crystal Reports that are used in Operation Meetings. I was also given the task of Creating and Managing Users in the Crystal Report Management tool.I was also able to update a live database with new information; also helped Manage file sharing via SharePoint 2010.Help Desk Level 1&2Pharma net Call Center, Princeton, NJ October 2008 October 2010Provided 100% phone support for remote and internal users in a Windows Environment with Mac OS here and there; troubleshoot and installed Operating System, Office suite with heavy configure.Office usage, Web based software, Citrix environment, and proprietary software, Hardware include Intel and Apple laptops\desktops, smart phones, docking stations, external storage such as Flash Drives and external HDs, Printers: both local and networked via Company Network or Remote users home network, Connectivity and Skype for Business.EDUCATIONBachelors: 2011-2013 Network Communications Management via Cisco Academy DeVry University, North Brunswick, NJ (CCNA).2008-2008: CompTIA+ Certification New Horizons Computer Learning Centre, Parsippany NJ.2002-2004: Associates Applied Science, Electronics and Computer Technology DeVry University, North Brunswick, NJ. |
