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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLECedar Creek, TX Street Address EMAIL AVAILABLEhttps://LINKEDIN LINK AVAILABLE.Received 3 customer service on the spot awardsTech of the month award 2 times in addition to frequent customer email recognitionsExcellent time management skillsAccountable for providing end to end user trainingManaged and responsible for variety of ongoing and new special technical projectsAbility to work without supervision and under pressureExcellent communication skills to relate with end user, team members and support workersSkilled in installing, repairing, and troubleshooting computer hardware & software requestsCommitted to relate and learn technical conceptsExcellent organizational skills & strong attention to detailThorough understanding of providing preventative maintenance on hardwareWell versed in hardware procurement and budgetsSubject Matter Expert (SME) around hardware, software, and networkHardware: Laptops, Desktops, Mobile Devices, Printers, Scanners, and POS SystemsSystems: Windows 2000, Windows 10, Windows XP, OS 64 bit, and MS Office 365Software: Microsoft Office 7/10 and Office 365, Anti-Virus Removal Software, Adobe Reader, Google ChromeExplorer, CRM Salesforce, SAP, Backup Software, Remote Software, Remedy on Demand, ServiceNow, Bomgar, Team viewer,McAfee, Re-Imaging Software, Active Directory (AD), Group Policy 32-Bit, and Basic Salesforce, JamfNetwork: TCP-IP, IPv4, Routers, Switches, Wireless Connections, Network Drives, and VPNPrinters: Local Printers, Network Printer, Label Printers, Okta,Google Workspace,Zoom, Slack,Microsoft Itunes,Airwatch,AzureMovate (Vendor for Google) 02/2023 PresentServiceDesk/IT Support AnalystResponsible for onsite service and support needs for our customers. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software.IT Support relating to technical issues involving Microsofts core business applications and operating systemsLead onboarding for new hires related to job responsibilitiesAccept inbound chats and identify, document, troubleshoot technical issues with Chrome OS, 2 Factor Authentication, password resets,Delivering services to customers effectively and on timeParticipating in ongoing training to keep up to date with the latest developmentsGEN PACT New York City, NY 09/2021 02/2023Helpdesk AnalystProvide technical support to company staff, including system administration, software installation and configuration, troubleshooting, and issue resolution. Set up telecom, desktop, laptop, and tablets. Leverage Windows, iOS, Mac, and Android support, helpdesk analysis, and ticketing system experience to provide day-to- day solutions.Provide high-touch white-glove service and the highest level of customer support through proactive management and implementation of continuous improvement initiatives.Manage SCCM deployment of key software updates for all desktop computers.Serve as project manager for small to medium projects for desktop infrastructure, including technology upgrades and new hardware and software deployments.GEICO INSURANCE Chevy Chase, MD 03/2021 07/2021IT Helpdesk AnalystPlayed role on a team to troubleshoot tier 1 IT issues for users and contractors in a high volume, fast-paced service center.Handled password issues, VPN connectivity concerns, and other standard troubleshooting.Responsible for providing excellent customer service when assisting users and troubleshooting.AMENTUM Austin, TX 02/2020 12/2020Help Desk Support EngineerSupported 15,000 users worldwide by troubleshooting and resolving end-user obstacles, network problems, and hardware and software issues.Initiated and completed Microsoft Windows server operating system updates.Troubleshot issues and performed ticket resolution, documentation, and escalation.HCL America 3/2017 02/2020Senior Help Desk Support AnalystTrouble shoot laptop, desktop, printer, and mobile phonesReset users password and unlock accounts through active directoryImage laptopsDocuments tickets with troubleshooting steps and resolved ticket or escalate to next tier of supportTroubleshoot hardware and software issuesAbility to follow-through and react quickly to escalated situationsResponsible for new hires providing them access and have them set up into the system quicklyGetting customers connected to the network through wireless (remote) accessInsight 01/2017 - 03/2017Senior Help Desk Support AgentTroubleshooting hardware, software, and printer issuesReset End User password thru active directoryUnlocked End Users accountDocuments tickets with troubleshooting steps and resolved ticket or escalate to next tier of supportTroubleshooting network and VPN accessResponsible and accountable for setting up End users outlook and email accessResponsible and accountable for setting up new End users desktop phones (Avaya Cisco and Nortel)Created tickets for Phone issues for the local Telecom teamTexas Health and Human Services / ARC. 4/2016 - 11/2016Senior Help Desk Support AgentReset End User password through active directory.Unlocked End Users accountTroubleshooting hardware and software issues as well printer issuesCreating trouble ticket for the End Users local IT or to the second level support groupTroubleshooting network and VPN accessSetup End users outlook and email accessSetup new End users desktop phones (Avaya Cisco and Nortel)Created tickets for Phone issues for the local Telecom teamApplied Materials. 01/2015 4/2016Senior Desktop Support TechnicianSupport desktops, laptops, printers, and mobile devices for remote users.Assisted with password resetsAssisted with Reimagining on laptop and desktopsReplaced toner drums waste containersAssisted with printer setup local and networkPerform basic first-level troubleshooting to identify causes and recommend remedies to usersDell Inc. 05/2014 01/2015EUC Client Peripheral Specialist / Helpdesk SpecialistResponsible for quoting and selling a defined set of Client Peripheral products as a member of the client End User Computing organization.Provide sales support via phone calls, email, chat or IM.Accountable for delivering technical solutions, products, and /or services that address customer needs of varying complexity.Identifies customer needs/ requirements and recommends the appropriate products and solutions. Remains up to date on new product, technology, and services offeringsClosed 95% tickets on the first call without escalation.Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.Previous Experience:Apolent/EZcorp, Service Desk Representative 11/2013 05/2014Modis/Drilling Inco Service Desk Representative 06/2013 11/2013Staffmark/Wincor-Nixdor Service Desk Representative 09/2012 06/2013Support.Com Solution Engineer 02/2008 09/2012Southwest Texas State University, San Marcos, TX, Computer Science Studies 1989 - 1992 |
