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Candidate's Name
@ EMAIL AVAILABLEEXPERIENCESupport AnalystLevel 3 Associates-Troubleshot, documented, and resolved 1000's of hardware and software related tickets with processing via ServiceNow.-Provided front-line support to internal clients on various technical issues and problems related to hardware, software and peripherals in a Windows and Mac environment.-Managed user accounts and access management company wide via Active Directory.-Utilized Confluence for documentation, guides, and knowledge transfer of task resolution.-Completed and delivered tasks as dictated by Agile methodologies.-Installed and updated software and hardware via TeamViewer as needed to ensure stable operation of IT infrastructure.-Conducted onboarding of new employees by performing account setup via Active Directory along with end user training.-Utilized company documentation via SharePoint to provide solutions to technical hardware and software related issues.-Independently resolved issues as well as escalated incidents as needed.Help Desk Technician Atlanta, GAConcord Rentals-Remotely managed, configured, and updated company machines via CyberArk.-Provided front-line support to internal clients on various technical issues and problems related to hardware, software and peripherals in a Windows and Mac environment.-Utilized COM Support to observe location order information and other meta data to diagnose and resolve incidents.-Managed and escalated location incidents related to server and port information via One Support.-Completed and delivered tasks as dictated by Agile methodologies.-Provided visibility and status reports of associate account data and passwords via One Support.-Utilized Receipt Lookup in conjunction with troubleshooting workflows to resolve point of sale incidents.-Utilized company documentation and other technical resources to provide solutions to technical hardware and software related issues.-Independently documented, updated, and resolved issues as well as escalated incidents as needed.SKILLSTechnology Tools: Office365, Active Directory, TeamViewer, OneSupport, COM SupportSecurity Tools: Tracert, Netcat, CyberArkOperating Systems: Windows, Linux, Ubuntu, Mac, AndroidOSTicketing Systems: ServiceNowCERTIFICATIONSAWS Cloud Practitioner# PHONE NUMBER AVAILABLENicholasville, KYNov 2018 - Present