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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLEPHONE NUMBER AVAILABLEPROFESSIONAL SKILLSActive Directory Users and ComputersCitrix ShareFileExchange Admin ToolWindows Server 2003 2008 R2Office 365MS Office 2003 2016Lync /SkypeWindows 7, 8, 8.1, &10Cisco Call ManagerCisco IP SoftphoneCisco VPN ClientIBM Tivoli Remote ControlSoftware Installation & ConfigurationDameware Remote ControlRemedy Ticketing SystemServiceNowFootprintsPOB (Point of Business)JIRA ticketing systemBasic PL/SQL scriptsInternet Explorer, Google Chrome, Mozilla FirefoxBasic PowerShell scriptingAsset inventoryiPad, iPhone, Android & Blackberry PDAsJAVA installs, updates and configurationsMapping printers and network drivesTroubleshooting various error messagesDUO MobilePROFESSIONAL EXPERIENCEWAKEMED HOSPITALS February 2018 - PresentProvide technical support for hospital employees. physicians and studentsSoftware installation and configurationMapping printers and Share DrivesTroubleshooting various error messagesConfiguring devices for remote accessAdding proper profile memberships via ADAdding/removing permissions via Office 365 Admin ConsoleConfiguring account setup for 2 Factor authorizationStaying abreast of custom applications in the EnterpriseProperly document via ServiceNow ticketing system for any escalationsAny other duties or side projects assignedCITRIX SYSTEMS, INC August 2016 - October 2017Provide technical support for Citrix ShareFile products. This includes software installations/upgrades, configuration and troubleshooting error messages. Remote into systems via GoToAssist/GoToMeeting. Utilize JIRA ticketing system to record and track tickets. Stay abreast of new software releases and be ready to assist customers with new features. Reading log files from applications to troubleshoot root cause for error. This application was configured on Windows 7-10 OS as well as Mac Systems, iPhones, Android devices, SurfacePros and tablet devices. Maintain company SLAs and FCR rate. Provide assistance to other software support teams as volume demands. Any other duties assigned.COMPAREX August 2015-February 2016Provide Tier 2 Support for Office 365 software suite. Create accounts via Active Directory, and Exchange Admin console. Manage account permissions, software installations (based on the users license type), configure networked printers. Map share drives and printers. Run PowerShell scripts to manage account or enterprise wide permissions.Serve as a liaison between customer and Microsoft. Remote into systems using GoToAssist. Work was performed in a Windows 7-10 OS as well as Mac OS, iPhone, Android devices and tablets. Document work via POB ticketing system. Maintain company SLAs. Create Knowledge base articles for our team. Any other duties assigned.CCCi April 2015-July 2015Provide Tier 2 technical support on the City of Raleigh contract. Create user accounts via Active Directory; assigning permissions and placing the accounts in the correct OU. Create customer mailbox using MS Exchange Management Console. Troubleshoot error messages, issues with network connectivity, mapping printers, and share drives. Document/track work via POB ticketing system. Software installs, configuration and upgrades. Driver installs and upgrades. Assign IP phones via Cisco Unified Management Console. Configure wireless network settings, Cisco VPN Client, Exchange/Active Sync for iPhone, iPads, & Android phones. Configure LAN settings and Internet Options for web browsing. Work performed in Windows 7-10 OS as well as Mac systems OS. Provide extended coverage as needed; any other duties assignedSYSTEL Aug 2013 March 2015Provide remote support and troubleshoot errors via TeamViewer of desktops, laptops, printers, peripherals, and handhelds for a multi-client enterprise. Complete software installations, updates and configuration. Assist with system migrations from Windows XP to Windows 7. Map PSTs, network and local printers. Install and configure Ciscos IP Softphone. Manage user account via Cisco Call Manager. Configure Cisco VPN Client. Access Active Directory Users & Computers (checking the account status, ensuring the computers are in the correct containers), password reset, re-enable user accounts, map share drives. Configure exchange mailbox settings. Perform driver updates. Configure LAN settings and Internet Options inside web browsers. Update group policy. Custom Application Support (ensuring correct permissions are in AD, configuring the software, install updates). Track and document work via ServiceNow ticketing system.HP ENTERPRISE SERVICES Nov 2008 June 2013Provide remote support for the following user systems: desktops, laptops, printers, peripherals, handhelds, and servers.Provide support of the systems for break-fix, installation, move, add, change, and preventative maintenance activities.Responsible for performing additional support activities for: Microsoft Office Applications, incident resolution, account maintenance, password resets, system upgrades, data migrations, map network drives, Web and Desktop Application Support. Maintain user and computer account permissions via Active Directory Users and Computers. Unlock user and computer accounts on the Domain Controllers.Conduct hardware, software, and network troubleshooting and problem resolution.Research problems and make recommendations for solutions.Track hardware/software inventory.Issue FedEx waybills for the return of equipment. Provide user orientation of new and upgraded hardware/software packages; may act as a team leader on projects. Work was documented via Remedy ticketing system.May provide mentoring or guidance to less experienced team members.Run basic PL/SQL queries to check account status, unlock account, and reset passwordsUtilize Active Directory for management / creation of users, groups, organizational units, and computers. Perform application and driver installation and upgrades.Push software applications via Tivoli. Remote into systems via Tivoli Remote Control.Update system BIOS.EDUCATION & TECHNICAL COURSESWAKE TECHNICAL COMMUNITY COLLEGE Raleigh, Wake, NCSome College Coursework Completed.Completed certifications for HTML 1, 2, & 3. Java-script for non-programmers @ State Personnel Development CenterCompleted courses in CIS 110, CIS 130, CIS 172, CIS 240, WEB 110, WEB 140, NET 110, and MAT 070COWLEY COUNTY COMMUNITY COLLEGE Arkansas City, KS, Jan 1995 May 1995Took a course on micro-computers and Chemistry, Aug 1991 May 1993UNIVERSITY OF KANSAS Lawrence, KS, Aug 1991- May 1993Entry level courses in Algebra, Biology, Psychology, and Advanced LiteratureARKANSAS CITY HIGH SCHOOL Arkansas City, KS, Aug. 1987 - May 1991Received High School Diploma |
