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Click here or scroll down to respond to this candidateCandidate's Name
Phone: PHONE NUMBER AVAILABLEPhiladelphia, Pennsylvania Street Address Email: EMAIL AVAILABLEClient Support SpecialistA highly experienced Senior IT Professional with a strong background supporting US and International clients. Coordinating task in all aspects of the networking and computer equipment industry for London, Hong Kong, Australia, and Singapore. A proven passion for leading others demonstrated by a vast number of special projects and career promotions. Excellent track record for motivating and driving a successful team through the use of collaborative technical and leadership skills.Relevant Areas of ExpertiseSCCM/Remote AccessMicrosoft Windows-7Microsoft Windws-10O365WorkspaceOneWindows 10 MigrationDeploymentService NowActive DirectoryVDI(Virtual Desktop)Wi-fiLan/WanMainframeJIRAID VaultSailPointMFA(OKTA)Teams2007 to Present2010 to Present2019 to Present2019 to Present2019 to Present2019 to Present2016 to Present2016 to Present1997 to Present2016 to Present2016 to Present2007 to Present2007 to Present2022 to Present2022 to Present2022 to Present2021 to Present2019 to PresentKey Skills AssessmentTechnical Support Provide clients with excellent client support. Identify client problems quickly and work diligently to resolve them. Ask the client important discovery questions to remotely support their issues. Conferenced other key team players in order to determine root cause and preventive actions.Reset users account that were locked out via Active Directory.Answer and log customers calls and e-mail request maintaining a low abandonment rate.Receives initial client contacts (telephone, e-mail, etc). Report and track daily technology problems, inquiries, and related request. Responds accurately and promptly to incoming contacts. Collects required data and logs detailing client issues in the IT Problem Management database (Service Manager).Provided periodic on-call support (beeper) to several significant clients.Demonstrate tact in sensitive situations with clients.Installing HP LaserJet printers, faxes, scanners, and software via-remote access in a Windows XP and Windows-7 environment.Managed incidents escalations, crisis calls, and critical bridge calls.Provided support for the Cisco network infrastructure.Assisted clients with accessing VPN /Citrix while either at home or traveling for business.Computer Hardware Analyze and identify performance gaps in hardware and services. Swiftly and authoritatively drive necessary changes to increase the overall performance of the computer hardware. Demonstrate the ability to make sound decisions through analysis of current and future hardware requirements.Professional ExperienceFree Library of Philadelphia 2024 - 2024Deployment AnalystUnbox and stage new laptops and devices.Asset tag and document new devices.Remove and document hard drives for archiving and destruction.Stack and shrink wrap old, leased devices for pickup.Deploy and setup new devices, hard wiring and equipment installation (docking station, hubs and dual monitors).Verify all apps activated (Where required).Verify printing (confirm with staff default and alternate printer locations).Verify Outlook mail and Calendar initial setup.Verify One Drive verify access and folder sync.Staff post-setup confirmationVanguard 2022 2023IAM provisioning AnalystWells Fargo /Robert Half 2023-2023Complete access and security request to grant. update or remove employees and contractors system access.Analyze the security impact of each request, identifies approval needed and determines the appropriate approach to complete the request.Maintain effective service relationship with business units by keeping them informed of the status of their access request and tickets and provide non-technical answers to access questions.Meet teams and departmental service levels and objectives.Uphold strong global working relationships with other members of IAM. Information Security, IT, and business partners.Resolves Tier 2 and 3 technical issues (simple to semi-complex in nature) to determine root cause and implement corrective actions. Recognizes when to escalate and use as an opportunity to increase knowledge and acumen.Accountable to meeting quality, productivity, and service standards, identifies opportunities to improve the efficiency and effectiveness of access administration process and procedures.Applies risk management knowledge to improve efficiency and effectiveness of access administration.Participates in project support related to access provisioning and improving current workflows.Executes control steps to determine the quality of work performed.Ensure data integrity for access information that enables accurate identity and access management provisioning.Assists internal employees and contractors in increasing their awareness of IAM policy and standards.Participate in special projects and perform other duties as assigned.SAP 2021
Technical Helpdesk RepresentativeAssisted clients with password reset/unlocks.Provide assistance with logging onto the VPN/Network.Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).Communicate regularly and effectively with clients. Treat clients with the utmost respect and treat their issue with a level of personal attention and willingness to go above and beyond to solve the issue.Resetting and resynching RSA tokens.Documenting clients issue through management tool (Service Now).Lincoln Financial Group 2020 - 2020Technical Support Representative(7 month contract)Assisted clients with password reset/unlocks.Created and assisted clients with registering onto the Lincoln Financial website.Respond to and resolve customer issues via email and voicemail.Escalate clients service issues or concerns to senior team members and or management.Provide assistance with logging onto the VPN/Network.Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).Vanguard, King of Prussia 2007 20192007-20102011-20152016-2019Helpdesk AnalystFocused on technical Support Tier 1. Managed escalations and live incoming client call support during peak support hours. Worked quickly to resolve problems but gave each client individual attention.Report and track client technology problems, inquiries and other related requests. Work collaboratively with the client to resolve their technology issue in the fastest method possible.Captures all important data to be collected for each helpdesk client issue. Track that information in the client database to ensure the smooth flow of information between client and Vanguard.Determine the severity of client technology issues through discovery questions asked during the initial contact. Resolve a large percentage of these issues without assistance. Escalate those issues that cannot be solved.Communicate regularly and effectively with clients. Treat clients with the utmost respect and treat their issue with a level of personal attention and willingness to go above and beyond to solve the issue.Authored detailed training material on VERITAS backup software service. Interfaced with other colleagues to ensure a smooth launch and flawless integration in their country.Demonstrated the ability to maintain confidentiality and safeguard clients sensitive documents.Assisted with the migration from Windows 7 to Windows 10 and O365.Highpoint-Solutions, King of Prussia, Pennsylvania 2006 2007Helpdesk Team LeadResponsible for managing and acquiring, activating, deploying and troubleshooting PDAS, wireless sprint cards and blackberry wireless devices.Provide level 2 support including troubleshooting and resolution of reported incidents and other requests.Document client reported issues in detail in internal tracking system.Perform testing of the latest software updates that would be rolled out to internal and external users.Reset users account that were locked out via Active Directory.Ensure the Replication of clients reports in Lotus Notes.Installing HP LaserJet printers, faxes, scanners, and software via remote access in a Windows XP environment.Assigning tasks to team members as needed, and following up to assure that tasks are accomplished.Working together with the Helpdesk Manager, we continually look for ways to improve the performance of the team through new or modified processes or procedures.SunGard Availability Services, Voorhees, New Jersey 2003 2006Senior Client Service Representative/SupervisorCoached, mentored and trained all client service representatives. Tactfully addressed their customer service skills and dealt with any issues that needed attention or additional training.Managed escalations and crisis situations. Deployed across functional team to quickly resolve all client issues. Followed up with clients to ensure the fix was successful at eliminating their problem.Maintained the integrity of the internal helpdesk ticket system. Ensured that all employees and clients were following the proper procedures and protocol with helpdesk tickets.SEI Investments, King of Prussia, Pennsylvania 1997 2002Support Center Analyst (1999-2002)Delivered operational and technical production related support to both internal and external clients. Interviewed each client to determine their technical assistance needs. Jointly developed a plan to problem solve their issue.Answered all client calls maintaining a low call abandonment rate. Asked discovery questions of each client to determine their overall need for support in a summary.Created TSO users internally and externally. Performed pings and trace routes while opening service request. Took ownership of each of these client services and ensured their effective launch with the client.Provided first-level diagnosis for a variety of technical issues for each client. Performed security resets, session manager updates, SNA terminal and printer resets, VPS resets, HSM recalls and customer information requests.Production Control Analyst (1997-1999)Ensured all deliveries were sent out according to the production schedule. Monitored and tracked the delivery process through databases and portal systems. Quickly address any delivery issues.Provided the first level of defense for all audits/systems and initiated changes or additions to these systems. Tracked the effectiveness of all system implementation from the launch phase onward.Effectively communicated the status of each project to the individual client commissioning the project. Provided any technical support necessary to satisfy the client after launch.IMS America Ltd., Plymouth Meeting, Pennsylvania 1994 1996Production Control Analyst (1995-1996)Provided the first level of support and defense during the problem investigation and resolution phase. Worked closely with clients and communicated the status of their issue with them on a regular basis.Reviewed planning documents to execute the system set up for critical jobs. Determined the required resources and ensured they were obtained prior to setting up system requirements.Developed and implemented service-related policies and procedures. Trained all necessary individuals within the organization. Enforced these policies and procedures during project reviews.Project Leader (1994-1995)Implemented a tool that downloaded client data from the server and on to a PC. This was later processed to a CD-ROM and delivered to the client. Saved IMS America thousands of dollars by eliminating the countless binders of paper that used to be delivered to the client in place of the CD-ROM.Read this tool across to other clients such as FedEx and Airbourne. This tool also eliminated the amount of man hours utilized to create the old binder system.Maintained all project schedules and held regular meetings to track their progress. Ensured all projects were delivered on time and within budget.Obtained all of the necessary resources for the project including team members and hardware/software. Acquired these resources in the most cost-effective way possible to reduce budgetary spending.Education & TrainingCertificate, CCNA, Internetworking Learning Institute, Mount Laurel, New JerseyCertificate, CCNP, Internetworking Learning Institute, Mount Laurel, New JerseyHigh School Diploma, University High School, Philadelphia, PennsylvaniaPlatform KnowledgeAS/400, Client/Server, IBM MAINFRAME, Micro Focus Rumba Desktop 8.1, UNIX, PeopleSoft, Sybase, Lotus Notes, Outlook, HP Service Manager, CITRIX, Active Directory, CA Provisioning Manager, Tivoli, VMware, GOTO Assist, Veritas NetBackup, Symantec Endpoint Protection, (eTrust), RSA Admin, VPN, PBA Safeguard, SCCM |
