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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLEPHONE NUMBER AVAILABLECareer Summary:Technical Support professional with over 20 years of experience in the IT industry. Throughout his career, he has deployed and supported laptops and PCs during a Windows upgrade. He used Windows SCCM to deploy network reimaging, backup user data and reinstall applications. Sam has experience resolving customers software and system issues supporting both onsite and remote users.Highlights:Responsible for all of IT equipment requests and deployments for employee ordering laptops and softwareInstalled and maintained computers, Citrix workstations, Ethernet and wireless networks, and other related equipment.Reimaging of Windows operating systems and PC migrationsPassion for technology and learning new ways its designed and implemented for usersReimaging the laptops that will be reused for the upcoming year. Blue Chip Talent at Integra PartnersServed as First point of contact responsible for resolving customers software, system and Mitel Phone issues over the phone, email or at Troy officeReimaged and deployed laptops to employees involved in laptop upgrade from Lenovo Think pads to Dells. Supported Mac books and OS wellUsed Active Directory and Altris to setup users and install softwareUsing the ServiceNow Ticketing system Supported variety of corporate software and also Microsoft Office and TeamsDirected unresolved issue to next level of Support Blue Chip Talent at Flagstar BankProfessional Accomplishments:Freelancer (Contract Clients) September 2023 to July 2024Customer Service Technical SupportRespond to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops) Tablets & Smartphone (IOS & Android) and Microsoft Office.Worked on escalated tickets from IT SupportDeployed, supported, and secured endpoint devices in a distributed networkTroubleshooted connectivity and security issueProvided technical support for SharePoint usersAssisted with the setup of a new computer and replacement of devicesExperience using MS Excel to track assigned casesWorked to ensure quality service and customer satisfaction for each clientVisonIT at Detroit Public Schools June 2023 to August 2023IT Support AnalystWorking with DPS on their laptop clean-up projectGoing to DPS schools that all have laptops to see which ones can be reused for the upcoming year.Reimaging the laptops that will be reused for the upcoming year.Blue Chip Talent at Integra Partners August 2021 to August 2022IT Support AnalystServed as First point of contact responsible for resolving customers software, system and Mitel Phone issues over the phone, email or at Troy officeReimaged and deployed laptops to employees involved in laptop upgrade from Lenovo Think pads to Dells. Supported Mac books and OS wellUsed Active Directory and Altris to setup users and install softwareUsing the ServiceNow Ticketing system Supported variety of corporate software and also Microsoft Office and TeamsDirected unresolved issue to next level of SupportBlue Chip Talent at Flagstar Bank May 2021 to June 2021Technical Support SpecialistInvolved in PC Refresh and Windows 7 to 10 upgrade projects providing 2nd level SupportUsed Active Directory and Altiris to setup users, reimage configure machines and install softwareSupported users through Upgrade process who still were on Windows 7 that needed to be upgraded to Windows 10 and those with HP 1040 G3 laptops upgrading to HP 840 G7 Laptops also users with HP PC upgrading to new HP MP9 G4 desktops.Supported variety of corporate applications, Microsoft Office, and Citrix virtual machines using the ServiceNow Ticketing systemAssignment at Detroit Public Schools December 2020 to March 2021Technical Support SpecialistIn a Windows 10 environment, provided 2nd level desk side support to Detroit Public School staff and studentsResponsible for resolving hardware and software issues for onsite and remote usersSupported a variety of Microsoft Office applications including Microsoft Teams and One DriveSupported Connected Future Project getting DPS students connected for remote learning using Cherwell Ticketing systemResponsible for the reimage deployment of the Magnus III tablets for students and Dell Laptops for employee. USB imaged used Confirmed completion of reimage, software installs and data recovery.Worked with user onsite and remotely to confirm access to new image or machineAssignment at Blue Cross Blue Shield September 2010 to March 2020IT Support SpecialistReimaged and deployed laptops and PC to employeesInvolved in Windows and PC UpgradesUsed Windows SCCM to deploy network reimage, backup user data and reinstall applicationsResponsible for all of IT equipment requests and deployments for employee ordering Laptops and softwareIn Windows 7/8 and 10 environments, provided onsite 2nd level desk side support for Blue Cross employees and vendorsWorked with Network Support to help monitor Databases SQL ServerResponsible for resolving customers software and system issues supporting both onsite and remote usersSupport for MS Apps: Word, Excel, PowerPoint, Outlook, Teams, SharePoint, OneDrive. Access Management using Active Directory and other account administration tools.Used HP Service Manager for ticket reporting and SLA trackingProviding assistance for new user accessing EPICSupported a variety of healthcare applications, Microsoft Office 2007-2016, Outlook Exchange email, and VPN connectivityUsed Cherwell Service Manager software to support IT Service Manger Environment to support for PC deployment, software installs, and service requestsInstalled and configured iPad, MacBooks, Surface Pros, HP, and Dell hardware and printers; also worked with virtualization technology Citrix, VMware, virtual desktops, and VDI using SCCM client for software installsTrained and managed a team of techs who traveled to Blue Cross locations completing desktop, laptop and iPad upgrades as well as Windows Operating system upgradesAssignment at DTE July 2007 to December 2008Desktop/LAN AdministratorInstalled and maintained computers, Citrix workstations, Ethernet and wireless networks, and other related equipmentResponsible for resolving customers network, system, or applications issues within the defined SLA timesDeveloped and conducted various training and instruction for system users on maximizing the use of the network and their computing systemsDocumented network problems and resolutions for future reference and SLA tracking in Peregrine Ticketing systemAssignment at Comerica Bank November 2006 to March 2007Technical Support AnalystInvolved in the migration of clients PC and laptops to the Windows XP environment and new corporate imageProvided level 1 and 2 support for post-migration clients hardware and software issues (Lotus Notes, MS Office 2000, VPN connectivity, Citrix MetaFrame and custom desktop applications)Used Novell Console One / IT manager for reimage process and password resets, network account setup and file association; responsible for documenting and communicating end users issues through Peregrine ticketing systemResponsible for troubleshooting software and hardware, as well as satellite and modem communication failure for Chrysler CIS customersResponsible for researching the cause of network connectivity when a dealership LAN malfunctionedResponsible for gathering information on system problems by dialing into the UNIX-based IBM Netfinity 5600 servers and utilizing several Unix commands to do problem determinationResponsible for software downloads, password resets, server reboots, adding user logins, and printer maintenanceDeveloped and implemented customer relations and customer satisfaction strategies with dealerships for the Americas, Europe, and AsiaAssignment at DCX Headquarters January 2002 to August 2006Help Desk LeadTeam Leader of 8-person customer call center responsible for providing Level 1 and 2 support for DCX internet and intranet employee web portalResponsibilities included monthly tracking and performance metrics reporting for help desk agents using Symposium Express Call Center software to ensure Customer Service SLA requirements were metMaintenance of Lotus Notes database for procedural documentation for agentsScheduled and ran daily/weekly meetings with web portal provider to ensure site availability and performance met SLA requirementsRepresented the Help Desk in all DCX Dashboard Anywhere-related communications / marketing meetings, user training and events (such as Auto Show, DCX People Pride and Product events at local manufacturing plants)Trained and assisted agents in troubleshooting and resolving all web portal-related customer issues.Education:Bachelor's Degree, Business Administration, Siena Heights University Attended for 4 years (Not Completed) |
