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Click here or scroll down to respond to this candidateCandidate's Name
Street Address H: PHONE NUMBER AVAILABLE C: PHONE NUMBER AVAILABLE EMAIL AVAILABLEProfessional SummaryA skilled MCSE, A+ Trained IT Professional with more than 20 years experience in PC/Desktop/Server/Storage hardware, software installation and configuration, dedicated to providing superior customer service, detailed and results oriented.Skills Operating systems Windows 7,8,10 Windows Servers 2000, 2003, 2008, 2010, 2012 .Knowledge of Microsoft applications Experience troubleshooting Network related issues (Network Protocols, TCP/IP, DHCP, DNS) Experience with LAN/WAM and WiFI troubleshooting Experience with storage technologies (SAS, SATA, SASI, RAID, Fiber) Server and SAN Scalability and Blade Technology PC/ Desktop/Server/Storage deployment, Imaging profiles, installation and configuration Experience with ServiceNow and Active Directory, Zendesk Remote Access Tools, Ultraviewer Anydesk, Techsee Help desk /Call center environment Experience: proven superior customer services support. A high level of root cause analysis, issue resolution, ticket creation and escalation process.Work HistoryEUC Deskside Support L1 Agent, July 2023 - Nov 2023Honeywell Aerospace Government- Iron Systems*Manage Desktop device(hardware, software and connectivity) incidents through to resolution*Manage IMAC and desk-side support services*Manage hard and software break/fix services for laptops and desktops.*Provide standard and approved hard and software (OD and standard office apps) support and maintenance on desktop devices for the entire life cycle(including the remote management of desktop devices using appropriate tools and apps).*Support, Manage, Optimize, and Maintain the configuration and installation of the Desktops and Laptops, including, but not limited to, patch updates and vendor-provided hardware replacements*Ensure Desktop and Laptop images and images are according to the database and role.*Monitor Security profile and Anti-virus Software on all devices and take appropriate preventive action in the event of non-compliance with security requirements.*Provide VIP support for Desk side issues as per contract and be the point of contact on-site for all IT-related issues if no other IT support team is available.Premium Technical Support-Remoter Support Agent, May 2022 May2023Innover Digital LLC Frontier Communications Inc.*24x7 operation & responding in accordance to contractual SLA*Provide technical diagnostics & repairs to existing client accounts*Maintain a rapport with clients by examining complaints and suggesting viable solutions*Document services and installations actions by entering state of completion reports (Zendesk)*Update knowledge base, improve operational procedures participate in educational & training opportunities*Provide end-user support (IT incident, problem on request tickets and dispatch for service) for all the end user*Based systems (business and/or residential customers applications, devices, etc)Northside Glenridge Point, 11/29/21 2/18/22Cerner Hardware Rollout Implementation Project*Provide individualized hardware rollouts including image PCs, printers, monitors, scanners for physician practices in the Northside network*Responding to service tickets according to SLA*When needed, research & resolve issues & questions regarding PC configuration and hardware, printers, desktop application, core clinical & financial systems and other general systems issues. Provide software education to employees.*Observe HIPPA and NS proper practicesHardware/Software Configuration Analyst, 8/16/21- 11/19/21Teksystems, for Northside Hospital-GwinnettWindows 10 Upgrade Project*Imagine, configure& install PCs & Laptops*Respond to service ticket according to SLA*Knowledge of SCCM for software deployments on new PCs*Knowledge of Microsoft Active Directory, services, window 10.7.8.XP, operating systems, Windows Servers, Encryptions products, and standard networking, protocols (including TCP/IP and Ethernet)*Knowledge of VPN and Remote computer access (Remote Desktop Connection, Dameware)*Service Now Experience*Assist with inventory controlHardware/Software Configuration Technician, 05/2021 6/2021Robert Half for Lendmark Financial Services-Lawrenceville*Hardware and software troubleshooting.*Setup, Image and ship End-user computer hardware.*Problem Escalation to next level support for incidents that cannot be resolved or are recurring on a periodic basis.*Initial assessment and troubleshooting to resolve the incident..*Deploy Branch Manager Laptop Project, Provision, ship, track and schedule Laptop installations.*Reimage DR Laptops for repurposing.Hardware/Software Configuration Technician, 02/2021 5/2021Partners Personnel for Pivot IT Services- Alpharetta GA*Image and configure Laptops, Desktops, Minis,iPads and Macs*Basic troubleshooting, escalation and DOAs*Hardware part upgrades and replacements*Track orders through integration process to Quality Assurance*Inventory tracking to meet delivery deadlines*Assets and safety tagging*Coordinated with supervisor for resource allocation*Train new team membersWarranty Repair Technician-Field Technician, 04/2019 to 06/2019Red Knight Solution LLC Atlanta, GA*Responsible for control and return of assets and inventory*Accepting and delivery of all service calls assigned*Provide customer break fix support for (Dell &HPE) designated equipment ( PC/Laptops/Server)*Provide technical support to customers on-site*Provide superior customer serviceServer Desk Analyst, 03/2018 to 04/2018Wellstar Health System, EPIC Implementation Go Live-Marietta, GA*Provided phone Technical support to over 800 new end-users for Wellstar Health Care GoLive Project.*Provided Tier I Hardware/software support for the GoLive on-boarding project for 5 new hospitals and 11 newMedical groups for the Wellstar Health Care System*Assist end-users with remote and local network access to the EHR(Electronic Health Records) system known as EPIC.*Provided Technical support with PPG encryption and configuration for remote end-users via VPN access using Citrix receiver and Citrix XenDeskTop.*Assist users with Technical support experiencing issues with remote access fro their home PCs or Laptops by use of Symantac PC Anywhere or VMWare Horizon Client.*Verified end-users account information as well as assist and perform password resets.*Provide service ticket creation and escalation within the prescribed SLA in accordance with company standard and practices. Worked within HIPPA regulations.Remote Technical Support Specialist, 04/2007 to 12/2016IBM at Highlands for CCI Smyrna GA*Provide phone and Email technical support for large enterprise such as WalMart, The Gap, Cisco and Federal accounts.*Provide warranty hardware break/fix and technical problem determination For IBM System X, X Series, entry level high-end Servers, Storage Devices, Lenovo Thinkstations and Thinkservers.*Provide support for installation and configuration of servers*Review diagnostic information to assist in isolation of root issues.*Collaborate with other support units to provide seamless problem resolution.*Provide Technical Support and service delivery within established IBM guidelines using the CROSS ticket tracking system, Lotus note and technical resource data base to provide the highest level of customer satisfaction.Technical Contractor, 06/2006 to 04/2007TSI-Technical System Integrators Tyrone, GA*Ghosting Profiles for Elementary, Middle and High schools*Desktop and laptop Configuration and Installation*Laptop Portable Labs and wireless network configuration*Order Filling for smaller projects*Certified Dell Customer Soft Skills TrainingEducationAssociate of Science: Certified Systems Engineer Program 2002 Computer Career Center -Queens, NYAssociate of Science: Electrical Engineering Technology-1986 Queensborough Community College- Bayside, NYAssociate of Science: Electrical Engineering Technology-1983 New York City Technical College-Brooklyn, NYAccomplishmentsIBM Certification of Excellence for Customer Service -2008The Queens County Bar Association Certification of Appreciation for Excellence in Customer Service-2005 |
