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Click here or scroll down to respond to this candidateCandidate's Name
Mobile PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLEhttps://LINKEDIN LINK AVAILABLEOBJECTIVESeeking a position which allows me to add value to an organization where I can maximize my 10+ years of experience in information technology, management, and training, showcasing both my drive toward success and unwavering integrity.HIGHLIGHTS OF QUALIFICATIONS12 years of service and leadership roles,Excellent verbal and written communicationOver 10 years of experience working in a Service Desk/Technical Support environmentsSelf-motivated with an interactive personality able to work well within a team mindset or alone.Trained and monitored others in the use of applications and in technical support methodsAbility to effectively troubleshoot and resolve VPN, IP, Exchange, Outlook, Active Directory, SCCM, Citrix, IOS, Android, along with many other platforms and technologies.Proven ability to independently perform with little or no supervisionEMPLOYMENT HISTORYFirst Citizens Bank and TrustRaleigh, NCService DeskMay 2018- April 2024Service now Dashboard and reporting creation for both my team and many others within FCB for trending and reporting purposes.Diagnose and resolve network/Lan/Wan/Windows workstation and Windows server issues.Configure MS Exchange mail and mailboxes as well as administering password protected emails to and from external users.Manage Active directory administration and account management or account domain.Maintain and configure Cisco VoIP phones and mobile mail via IOS or Android.Analyze and resolve network outages and client sites using Solarwinds monitoring application.Train users and new hires remotely on application troubleshooting, VPN use, and network troubleshooting.Regularly provide daily support of incidents and problems via HP System Manager ticketing system (HPSM.)Perform MACS (Moves, Adds, and Changes) as requested by client either on site or remotely.Critical thinking ability Effectively triage customer issues with (often very little) information.Time management skills Familiar with structured environment and schedule. Dedicated time to complete individual, spontaneous tasks and prioritize issues based on the impact to the organization, department, or customer.Detail Oriented Effectively capture data for escalation, resolver, and incident management teams so they can effectively understand the steps attempted and the scope of the issue sent to them.Ability to accurately obtain information in high pressure situations for group or individual stakeholders.Ability to quickly adapt to new processes and procedures.Ability to work with a geographically dispersed team and face to face.Service level adherence and the ability to prioritize calls and issue accordingly to reach ASL.High resolution rate able to resolve over 85% of all incoming issues consistently.Cary, NCShift Lead/1.5 AgentFebruary 2017-May 2018Primary escalation point for all unresolved issues at the service desk.Responsible for training and mentoring of agents.Troubleshooting issues between multiple groups on issues that require collaboration to resolve.Windows 7 and Windows 10 domain troubleshooting, SCCM administration on endpoints.SME assistance for all level one agents on all technologies supported at the service desk.Responsible for ensuring all forms of communication are answered by the service desk within SLA.Responsible for maintaining attendance, leave reports, breaks and shift rosters.Responsible for ADHOC and RCA analysis, SIP activities and infrastructure management.Responsible for trending quality metrics and working with agents individually for their success.Responsible for authoring needed knowledge base updates, accurate documentation, and disseminating knowledge to the teams.Stover IT ConsultingColorado Springs. ColoradoField Engineer/ConsultantJanuary 2015-September 2015Support a variety of clients in a break/fix or upgrade capacity travelling to their on-site locations.Work with VPN, server install, cat-5 cabling, switch punch-ins.Configure and repair broken computers, laptops, screens, printersSetup company WAPs and assist with networking issues.Work with exchange, Office 365, Godaddy, gmail domains.Robert Half CorporationColorado springs, CO Raleigh, NC2006-2019Support of Voicemail systems, accounts and phonesLaptop and desktop imaging using USMT in SCCM 2012Ticketing system administrator responsible for triggers, automations, and macro creationsHelp of SOP and helpdesk policy creation.Create, modify, and fix backup jobs within Backup Exec\ Veritas \ Commvault.Run restore jobs from tape to servers or CD/DVD for customers.Mobile device support, IOS/Android/Blackberry Support with Exchange, Citrix emulators and all questions regarding mobile use.Exchange account creation, de-activation, and end user support. Create distributions lists, public folders, and manage mailbox permissions.Follow documented procedures and processesCreate and remove Active Directory (AD) accounts and assign permissions within. Create and permission security groups and non-user accounts.SharePoint support including providing and limiting access and folder permissions.Escalate requests to the appropriate level of management that cannot be resolved or that are outside the defined support guidelinesSupport of VPN and dial up networking from all over the world.Provided specialized support on Networking, Messaging, and Exchange, Hardware, and Office Support teams.Grant user system access restrict, remove as requested by HR, Management, and Security following documented procedures.Provided solutions to customers specific equipment needsGeneral support for hardware, operating systems, domain accounts, internet explorer (both intranet and internet), network printers and various tier 1 responsibilities.Author, create, and modify Standard Operating Procedures.PERSONAL ACHEIVEMENTSFour time Colorado Stage Greco Roman and Freestyle finalist.Former Team USA wrestler.Former top-ranked Team Colorado MMA competitor and noted trainer. |
