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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLE . EMAIL AVAILABLE . Greenville, SCIT Service Desk professional with extensive expertise in end-user support, computer imaging, and system management. Over 11 years of experience in the IT industry, proficient in XHTML, Active Directory, and ServiceNow. Passionate about optimizing technology use and enhancing operational efficiency, consistently ensuring high user satisfaction and system integrity.PROFESSIONAL EXPERIENCEAmerican Red Cross March 2024 - Sept 2024IT Service DeskRespond to technical and/or user problems utilizing technical knowledge to troubleshoot and resolve issues. Provide escalated technicalSupport for moderately complex issues as needed.Review records and document reports of malfunctions, issues and maintenance as well as organizational, procedural, and workflow plans and methods.Review, analyze, and evaluate technology and systems operations and provide recommendations to improve efficiency and utilization.Prepare metrics, activity and progress reports regarding projects, tasks, and operations.Adhere to standard operations and policies. Ensure compliance with negotiated service level agreements.IBM/Fluor March 2023 - October 2023PC TechnicianPC Refresh/Deployment of over 1,500 computers on site to be imaged, setup and deployedLarge-scale deployment project of Windows 10 installation, troubleshooting and post-implementation supportUsed MicrosoftOffice 365; OneDrive to transfer applications and data and Outlook and Teams to get their communications acrossUtilized ServiceNow to track projects, receive customer requests and keep track of calls through to resolutionManaging inventory of over 3,000 machinesUtilized Active Directory to manage user permissionsDeployment of equipment to end-usersInstallation of security patchesImaging of PCs and LaptopsIngram Micro 07/Feb/2022 to 20/Jun/2022Support TechConguration, setup and troubleshooting of conference room video and audio systemsUtilized Active Directory to manage user permissionsCreated network environment for end usersImplementation of mock network environments in labs for testing for customer use casesStayMobile October 2019 March 2020 (Covid)PC TechnicianIdentify, diagnose, and document hardware failure or software problems on a variety of computers or computer-related equipmentUsed ServiceNow to track projects, receive customer requests and keep track of the call through to resolutionRepair motherboards, install software applications and upgrade rmwareManaged SCCM infrastructure to streamline software distribution and ensure consistent system configurationsProvide technical explanations, perform problem analysis, and recommend complete solutionsRecommend components/congurations and assemble customized computer systemsProvide timely, complete, and accurate information directly to customers via face-to-face, telephone, text, and email communication regarding their serviceUnderstand and utilize technical manuals and support resourcesGetronics November 2018 February 2019Technical Support SpecialistUtilized MS Ofce 360, Windows 7& 10 administration and security, and Active Directory to remotely onboard new hires and maintain existing employees for Compass Bank worldwideAnalyze software, hardware and network issues, and enabled/disabled network accessManaged SCCM infrastructure to streamline software distribution and ensure consistent system configurationsReplicate Defects, Test Solutions, and research and recreate a reported problem to pinpoint cause and provide immediate resolutionInteract with clients in order to verify information to effectively identify and document issues and prepare reports used to facilitate weekly status meetingConcentrix Corp September 2016 February 2019Insurance SpecialistWorked in Aetna and Cigna lines of business conguring and optimizing Salesforce, MS Ofce 2017, and proprietary software to manage health insurance membersManaged remote end-users in the Quickbooks technical support departmentAchieved distinction for exceeding client expectationsSupport.comRemote Services Technician August 2015 May 2016 (Contract)Performed wireless conguration for all operating systems including Windows, iOS, OSx, Android network and routersCongured devices to network by MAC identications, including port forwarding and SSiD restrictionImplemented wired and wireless home network set-ups including cable modems, routers, printers, etc. (DNS, DHCP, WAN, LAN, TCP/IP, Port Forwarding)Salvation ArmyIT Manager May 2013 March 2015Managed all technology operations for Area HQ including 5 stores, Kroc Community Center, shelters, etc.Provided Security, Network and Systems Administration for all hardware, software, telecommunications, and infrastructureDeveloped, installed, and implemented various applications based on desired operation Coordinated and lead training classes for staff and community with the goal of providing a better understanding of technologiesHandled IT budget and infrastructure for 3 countiesEDUCATIONAssociate degree in Mechanical engineering technology University Of CincinnatiInformation Engineering Technology,attended Bachelor of Science Degree programUniversity Of Cincinnati,CERTIFICATIONSHDI Support Center Analyst (HDI-SCA) 2019Foundation 2010 Desktops - Dell Certified Systems ExpertFoundations 2010 Portables - Dell Certified Systems ExpertAudio/Video Certification - both Studio and Portable production Media Bridges Cincinnati, OhioProject Management, University of Cincinnati May 2001 September 2001 |
