| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
Indianapolis, IN Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLESkillsMicrosoft OfficeWindows XPWindows VistaWindows 7Windows 10Active DirectorySCCMSharePointService NowVPNRemedyADIBomgarCablingHardware and Software installationCustomer ServiceHPSMWork HistoryDesktop Support Engineer, 11/2023 - 02/2024SheinSupport the installation, configuration and administration of client hardware and software and operating systemsProvide support for activities that can be planned, such as network configuration, updates, and rolloutsSupport users with the installation and configuration of smartphonesSystem documentation / FAQ and Knowledge BaseRegistration of service requestsDocumentation of inquiries and faults in a ticket systemUser managementPatch management (MS operating systems, antivirus, etc.)Support desktop & laptop OS & OA ApplicationsWindows, Mac installation, configuration & troubleshootingPerform Install, Move, Add or change (IMAC) at the workstation levelResolve Printer installation and sharing related issues (Network / Local Printer)Wireless LAN troubleshootingScanner related issues/troubleshooting.IT Field Operations Senior, 12/2022 - 09/2023WestrockServe as the primary site contact with other technology organization and vendors and support the local business leadership team and users as the IT site representativeProvide hands-on support for Microsoft Windows and Apple operating systems, Microsoft Active Directory and directory services, smart phones, and wired/wireless network solutionsPerform analytical, technical and administrative work to aid in the ongoing support of technology assets in the enterprise, including installing, maintaining, troubleshooting, supporting and controlling critical business and IT infrastructure and applicationsRepresent the IT Field Operations function and extended team as the primary point-of-contact for you work locationEngage with IT peers and teams from other sites to ensure adherence to standard processesWork in an ITIL-compliant, service management environment, maintaining both personal and team SLA complianceTroubleshoot complex hardware and software problems and create innovative solutionsPerform analytical, technical, and administrative work to aid in the ongoing support of technology assets in the enterprise, including installation, maintenance, supporting, troubleshooting and control of critical infrastructureInstall common, standard, and complex software and hardware peripheralsAssist with end-user questions, problems, and trainingConfigure complex, third-party, networked, and site-specific applicationsGenerate innovative recommendations and initiate technology change requestsConfigure and troubleshoot Windows and iOS computing endpoints (PCs Tablets, VMUs, kiosks)Configure and troubleshoot Android, iOS, Windows, and Chromium OS mobile devicesWork with technology assets including single-user and networked desktop and laptop clients; desktop and network printers, tablets, and vehicle-mounted devices, wired, wireless and telecom networksCorrect implementation of company's processes and update of the support procedures as a document ownerSupport and maintain IT servers; network switches, cabling; process control clients; and other technology assets and solutions in the computer rooms as neededAct as primary contact or Administrator for critical niche apps that are required to operate the businessDuties may include loading and configuring client software as well as testing and applying required patchesParticipate in an on-call duty roster with a weekly rotation of 24x7 coverage as required by business unit operationsContribute in a project environment; both locally-focused and enterprise-wide, and may direct others during short projectsDemonstrated ability to use problem management tool to research and document problem resolutionServe as the primary IT site contact with local business leadership and other technology organizations as well as vendorsManage local technology asset inventoryApprove IT asset acquisition and technology change requests using the provided toolsProvide routine support for audio-visual collaboration and video conference systemsProvide direct technical support to users at all levels of the organization (including VIP users)Used Service Now ticketing system.Lead Deployment Technician, 09/2020 - 12/2022IOT State of IndianaAssisting the Project Managers and Deployment Leads in implementation of statewide PC Refresh Projects on a 4-year rotating schedule to replace all state-issued PC computers allowing the Indiana Office of Technology to efficiently support IT resources across the stateThe duties of this position are to support the PC Refresh Project Managers and Deployment Leads by installing new PCs for Agencies' PC Refresh ProjectsFollowing the established processes and checklists to ensure the end user has all the necessary software and settings on the new PCBacking up, protecting, and restoring data will be an essential task for this positionUpdating documentation and completing e-install forms requiredWill be the lead tech and point of contact onsite for large deploymentsCustomer service is also a crucial element for this positionThis position will perform other duties as assigned.Desktop Support Tech, 06/2020 - 09/2020PraxairFollows company's information gathering, analysis and mapping of company's workflow and processes to support desktop equipment including workstations, laptops, printers, and their connected peripherals as directed by IT managementDemonstrate expertise in Desktop Support of PC, printers, excellent customer service skills Image machines and deploy making sure user has all software needed.Refresh Technician, 03/2020 - 04/2020Heartland Products GroupWorking knowledge of SCCMPXE experienceInstall, configure, and test laptops and workstations with minimal supervisionExperience working with a ticketing systemManage EngineWork with all users to coordinate refresh of their laptop or desktop.Windows Refresh Technician, 12/2019 - 02/2020One AmericaPerform Win 10 installation and provide Level 1/2 support post deploymentPerform Apple and Mac supportHardware and Software TroubleshootingEmail Client (O365 Support)Citrix desktop side issues TroubleshootingConduct installations, moves, adds, changes and deinstallations (IMACD) for EUC Devices and software remotely Remote Desktop Support as applicableEnsure Perform or ensure the performance of client level virus scanningCoordinate activities with the Service Desk, proactively notify and train the Service Desk on software, Update and Upgrade deployments, where practicablePerforming Resource maintenance in accordance with manufacturer warranties and Service Recipient requirementsProvide high level End User orientation for new EUC devices upon deployment.Windows 10 Refresh Technician, 01/2019 - 12/2019IPLResponsible for imaging new machines and getting them ready for deploymentWin 10 laptop / desktop refresh projectDe-install old unit / install new unitImage/configure the hard drive; backup/restore end user data; asset tag/scan ; quick wipe of hard drive ; removal and disposition of old assetMigration Technician, 11/2018 - 12/2018ApexWorking with Centene, a healthcare companyServe as the primary contact in providing customer service and technical support to internal partners and vendors regarding their Windows 10 MigrationDesign, build and/or test new systems, processes or servicesRespond to requests for new servicesDocument workflow of processes within the organizationInvestigate, research and troubleshoot more complex IT related issuesPerform new user IT training and communication of IT policies and standardsPerform scheduled departmental audits and report findings to managementTechs will be responsible for working directly with the users on any/all post-migration support issues and ensuring everything went smoothly from migration the night beforeTechs will complete the rest of the migration to Win10 as needed and follow up on any HW tracking from the previous night's migrationChecking SCCM to verify if all software has been installed and to install software.Windows 10 Refresh, 08/2018 - 11/2018Decision OneRefresh deployment for Duke EnergyTravelling to different sites throughout Indiana, Kentucky, and OhioWin 10 laptop / desktop refresh project for 45,000 units: de-install old unit / install new unit; image/configure the hard drive; backup/restore end user data; asset tag/scan; quick wipe of hard drive ; removal and disposition of old assetDesktop Technician, 03/2017 - 06/2018Diverse Tech ServicesProvide technical assistance and support for various clientsResetting passwords in ADOpening and closing accounts per requestMapping printersInstalling software.IT Service Desk Analyst, 12/2014 - 03/2017Roche DiagnosticsProvide technical assistance and support for incoming queries and issues related to computer systems, software, and hardwareRespond to queries either in person or over the phoneWrite training manualsTrain computer usersMaintain daily performance of computer systemsRespond to email messages for customers seeking helpAsk questions to determine nature of problemWalk customer through problem-solving processReceives incoming phone calls to create incidents and requests, records tickets and resolves in adequate time frame ensuring expected customer satisfactionInvestigate, troubleshoot and resolve reported problems in timely and efficient mannerOpens, tracks and closes calls and request ticketsSupports business/technical applications and featuresContributes knowledge to the Knowledge DatabaseAdheres to ITIL processesCoordinates service provider group escalation responses and provides follow up on contacts.Technical Support Analyst, 07/2014 - 10/2014Spectrum TechnologyBuilding desktops and laptopsInstalling software on systems and replacing hard drivesInstalling Windows 7, 32 and 64-bit OS and Windows 7 migrationDesk side support for certain clientsTroubleshooting issues with hardware and softwareDeployments to different charter schools and the NCAA doing installations and troubleshooting.Reprogramming Agent, 04/2014 - 05/2014Tyco Integrated SecurityTaking calls from technicians in the field reprogramming alarm panels for commercial businessesAssigning new account numbers and phone numbers to panelsDispatching the data entered and switching customer accounts over to Tyco from ADTOnce dispatched advising techs to send signals to verify panel is programmedReplacing SIM cards in radios when sites do not have phone lines.Guest Services, 10/2013 - 03/2014Holiday InnChecking Guest in via Opera SystemMaking and cancelling reservationsMaking sure guests' needs are being met.Service Desk Supervisor, 06/2011 - 04/2012Bell TechlogixManaged and trained a team of fourteen peopleMonitored call quality of associates and carried out disciplinary actions as neededAssigned and delegated various task and projects.Advanced Helpdesk Analyst, 02/2008 - 06/2011Bell TechlogixCall center has grown to 60 peopleAssisted Tier 1 analyst with questions in regards to trouble shooting issuesInitiated remote access to help customers in resolving problemsTraveled to nearby companies to assist in troubleshooting software and hardware issuesDeployed to two companies, Remy and Central Restaurant ProductsAssisted client with issues with PC's if software or hardware needed to be upgradedConfigured multiple systems such as firewalls, internet options and pop-up blockers on a daily basis.Helpdesk Analyst, 02/2007 - 02/2008Bell TechlogixParticipated in two-week training program to learn troubleshooting and installation processes in a call center environmentStarted with eight people including myselfAssisted approximately twenty customers dailyInstalled software to be used by client to perform their jobsSetup PDA's and Smartphones with software and assisted in syncing devicesOutstanding customer service skills resulted in personal customer requests for assistance.Computer Installation, 01/2006 - 02/2007AdeccoInstalled and imaged computers for IPS (Indiana Public Schools)Setup and configured printersInstalled software for students and teachers.Member Service Representative, 01/2005 - 12/2006Ameri ChoiceAssisted Hoosier Healthwise and Medicaid Select members in selecting doctorsEducated members about the benefits they have when selecting a doctor and the network they will be inCompleted a Needs Assessment when needed.EducationFlorida A&M UniversityMount Carmel High School |
