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Click here or scroll down to respond to this candidateCandidate's Name
Saint Louis Park, MN PHONE NUMBER AVAILABLEhttps://LINKEDIN LINK AVAILABLE EMAIL AVAILABLETECHNICAL SUMMARYDesktop technical support professional with a solid ability to troubleshoot productivity-impacting issues/incidents in software, hardware, and networking to resolve problems quickly, or escalate multiple outages. Well-versed in Windows 10 workstation builds, imaging, software installation, and configuration. In-depth knowledge of Microsoft Active Directory, and a variety of help desk management software such as Service Now and Remedy. Known for providing excellent customer service with the ability to develop creative and innovative solutions to meet or exceed expectations. Proven track record in goal attainment, on-time task completion, and the ability to effectively communicate technical information to non-technical staff and customers. Experience in maintenance of desktops, servers, internal software, data back-up, antivirus management, disk encryption, and endpoint protection.SKILLS PROFILEExtensive desktop support experience in large and small environments with Microsoft Windows workstation and server operating systems including Microsoft Office up to Office 365.Broad and deep knowledge of hardware and software troubleshooting, networking and securityEffective communication with a variety of stakeholders and supporting all levels of large organizations from C-Suite executives, middle management, supervisors, clerical and production workersFamiliarity with ITIL Fundamentals, SLAs, escalation and incident management, documentation, disaster recovery, and troubleshootingImaging desktops and laptops for deployments with SCCM, Ghost, and AcronisServiceNow, Remedy, and Jira ticketing systems for managing incidents and work requestsExperience with Active Directory, AD permissions, OU structures, and Group policiesKaspersky, McAfee, and Symantec antivirus management console experienceExperience using SCCM for software delivery, security updates, and computer inventoryVulnerability remediation and patch management with virus and malware removal experienceExperience with remote access tools including Bomgar, TeamViewer, and RDPTCP/IP networking, troubleshooting, cabling, and switches: Includes CCNA trainingInstalled and troubleshot a wide variety of software, including Architectural design, JDE Edwards, MFA software, Adobe products, WebEx, OneDrive, etc.Professional ExperienceWiPro / Abbott Laboratories, Plymouth, MN 7/2023 10/2023Desktop SupportProvide excellent customer service creating positive relationships with end usersSupport end users on the phone, remotely, and in personImage, deploy, and inventory new notebook computersInstall and troubleshoot a wide variety of custom and off-the-shelf applications for all departmentsTroubleshoot network connectivity including internet and remote VPN accessCreate technical documentation for software and hardware installation and troubleshootingResearch ways to solve problems from a network level to eliminate themInstall and troubleshoot workstation hardware and softwareePlus / Ryan Companies, Minneapolis, MN 7/2021 2/2023IT Support AnalystProvided excellent customer service creating positive relationships with end usersSupported end users on the phone, remotely, and in personImaged, deployed, and inventoried new notebook computersInstalled and troubleshot a wide variety of custom and off-the-shelf applications for all departmentsConfigured Cisco VOIP phones, softphones, voicemail boxes, and Web ExManaged user access to applications and data using Active DirectoryTroubleshot Internet and VPN connection problems for in-office and remote workersSetup and troubleshot HP and Brother printers including network printers and print serversSetup email on mobile devices like phones and iPadsRanked 1 to 3 out of 8 in total number of tickets completedConsistent 99% customer satisfaction ratingState of Minnesota, St, Paul, MN 6/2019 9/2020Level II Workstation SupportMonitored and resolved incidents from the Remedy and Service Now ticketing systemImaged computers, installed and configured additional softwareManaged user accounts in Active DirectoryUsed SCCM to deploy software and troubleshot software updatesSet up network printers on print servers and workstations and troubleshot printer problemsInstalled and troubleshoot workstation hardware and softwareTroubleshot network connectivity including internet and remote VPN accessCreated technical documentation for software and hardware installation and troubleshootingResearched ways to solve problems from a network level to eliminate themArtech / Ameriprise, Minneapolis, MN 1/2019 6/2019Level II AnalystSupported Salesforce CRM software rollout to 18,000 remote users and educated users on SalesforceUsed Bomgar remote access to troubleshoot software configuration issuesDocumented and tracked incidents and requests in Service Now ticketing softwareQ Consulting / Converge One, Golden Valley, MN 11/2017 5/2018System Support EngineerResolved incidents and reduced ticket count to increase customer business functionalityServiced Cisco VOIP systems and reported critical incidents for 40 external companiesTroubleshot Cisco Call Manager and telephone problems including call center agent phonesTroubleshot basic Cisco Voice Portal and Voice Gateway problemsMonitored SNMP trap alarms and determined severity for Cisco Call Manager and Unified Contact CenterEscalated incidents to engineers with expertise in specific components of voice systemsNotified customer of serious outages and worked to resolve them or escalate them to another engineerIdentified redundant alarms, and worked with system engineers to eliminate and reduce ticket countDocumented and tracked incidents in Alert service desk software to identify trends and proactively resolve issues for increased phone system uptimeCreated technical documentation on VOIP System ConfigurationEquity Consulting / Optum Technology, Eden Prairie, MN 3/2017 11/2017Project Coordinator Firewall ChangesSupported external companies purchased by Optum and their integration into the Optum networkCompleted firewall rule change requests and worked with the Risk Review team process for approvalLed meetings with clients and firewall implementation engineers to evaluate and troubleshoot required firewall changesSet up firewall maintenance change windows and work required for maintenance of firewall OS and rule optimizationParticipated in incident management and P1 bridge callsHeld meetings with security teams, firewall teams, and clients to optimize bandwidth and security to avoid negative impacts on network performance and client business operationsCognizant Technologies / State Auto Insurance, Bloomington, MN 5/2016 3/2017Senior System Support EngineerPerformed desktop support as part of the team for 3000 employeesConfigured moves, adds, and changes of computers and Cisco VOIP phones and voicemailTroubleshot a variety of software, Microsoft Office, email, database, and mainframe applicationsInstalled and troubleshot printers, scanners, and label makersManaged virtual desktops and machines using VMware, VSphere, and VMware Horizon ViewManaged a small server room with networking equipment and patch panelsUtilized Service Now ticketing system to manage incidents and changesInstalled and maintained video conferencing systemsDeployed software using Microsoft System Center Configuration Manager SCCMOrdered and maintained inventory of all computer equipmentRandstad Technologies / Cigna, Eden Prairie, MN 8/2013 11/2015Cisco Voice Operations 1 Engineer / IT Security CoordinatorHired as a full-time employee after serving as a temp worker for Randstad from 8/2013 12/2014Performed Cisco Unified Communications administration with CUCM and Cisco Unity ConnectionConfigured standard, soft, and call center phones and voicemailServed as Information Protection Coordinator for the voice support teamConfigured security certificate chain for serversAssisted call center managers in getting new call centers up and runningTroubleshot VOIP telephony problems for end users at locations across the United StatesParticipated in priority one VOIP incident troubleshooting with the national engineering teamEDUCATION & TRAININGITIL Foundations 7 hours 43 minsCompTIA CySA+ Cyber Security Analyst completed April 2019 20 hours online at Udemy.comWindows Server 2016: Install and Configure Active Directory refresher 2019CISSP Certified Information Security Professional expired February 2023Administering Cisco Unified Call Manager and Unity Connection 11.5Windows 2008 R2 Server/Active Directory Implementing, Configuring and MaintainingCisco CCNA Security trainingCCNA Cisco Certified Networking Associate trainingCisco CCNA Voice, Implementing and Administering Cisco Call ManagerCIPT1 Implementing Cisco Unified Communications ManagerCVOICE Implementing Cisco Voice Gateways / Unified Call Manager ExpressCCNA Wireless, Implementing Cisco Unified Wireless NetworksSecurity Implementation and Risk Analysis Minneapolis CollegeNetwork Security Essentials/CompTIA Security+ training Saint Paul CollegeMicrosoft Networking Advanced Technical Certificate Saint Paul CollegeInformation Technology Project Management Saint Paul CollegeMicrosoft Networking Essentials, Microsoft Certified |
