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6-10 years of experience
Provided supervision to help desk personal during a managerial transition – reducing help desk tickets by 66%
- Designed and implemented migration from SharePoint 2003 to SharePoint 2007
- Administered and simplified Active Directory 2003
- Lead the project management team to upgrade Microsoft Exchange 2000 to Exchange 2007, in addition to a migration from Lotus Notes to Exchange 2007
- Planned and managed the upgrade of Office 2003 to Office 2007
- Designed and managed the reduction of Public Folder environment
0-5 years of experience
Project involved enhancement of Manufacturing and Assembly Plan System (MAPS)
- Acted as the team lead and interacted with the client to plan, track and monitor project activities
- Designed and developed features in the applications using TCL/TK, JAVA and MQL
- Worked on REST and SOAP based web services
- Fixed critical bugs in the system that reduced remedy tickets by 20%
- Wrote and performed unit and functional tests for each release
6-10 years of experience
Analyzed and improved existing SAP Fixed Asset processes through change management.
- Monitored program development, tested enhancements, participated in go-live activities and supported production, ensuring accounting requirements were met and customers’ approval obtained.
- Enhanced / tested web frontend with interface to SAP Fixed Assets, providing user-friendly application for employees to manage assets.
- Supported outbound SAP jobs to transfer data (FTP) to Fixed Asset Data Warehouse in DB2, facilitating reporting for 102 countries.
- Wrote functional specifications for fixed asset reporting, complying with country specific requirements.
- Wrote test scenarios and test steps for continuing SAP releases and upgrades, ensuring system integrity.
6-10 years of experience
Design, installation and maintenance/troubleshooting of several remote sites utilizing Windows Server running AD, DNS, DHCP. Determine requirements, purchase, installation and configuration of servers at new sites utilizing VMware virtual machines. Determine requirements, purchase, installation and configuration of networking hardware to include routes and switches. Setup, create and modify AD and Exchange user accounts and set applicable group policies and restrictions. Maintain applicable server permissions, security configurations while ensuring end user access. Responsible for maintenance and configuration changes/modifications to Juniper VPN and Avaya phone system. Author and maintain detailed documentation for each site to include asset information, configurations and networking diagrams. Assist in providing end user support to over 2000 multi-national employees.
- Designed, purchased and installed/configured virtual servers at each remote location
- Assisted in the creation of phone system truck to permit VoIP calls to multi-national sites
- Fully implemented all IT requirements for new sites to include site design, purchase and installation and configuration of all IT hardware to include server, hubs, routers, switches, wireless, VPN and end user systems
- Updated existing Juniper VPN to enforce applicable security policy configurations and additional end user settings
- Updated and maintained Avaya VoIP phone and voice mail system
0-5 years of experience
Performed desktop hardware and applications support to users. Troubleshot and fixed Word, Excel and Outlook and other Microsoft Office Professional products
- Administered and managed the company SharePoint 2010 environment and developed sites, lists and libraries as well as managed libraries’ and sites’ permissions. Performed end user support for SharePoint issues as well
- Provided printer support to the users
- Built PC and Laptops and pushed Windows 7 32 and 34 bit images on them
- Managed the computer lab, inventory of returned and reimaged ready to deploy computers
6-10 years of experience
Diligent Production Support IT Analyst charged with delivering Tier II support for Java based applications and automation within production systems, while collaborating with both colleagues and customers in the execution of projects. Established, tested, and released new code to UAT and production environments.
- Analyzed internal process and provided input on intelligent solutions to improve proficiency.
- Administered Jira for more than 100 users, which included workflow design and implementation.
- Oversaw hundreds of connectivity changes associated with data center migration.
- Delivered project specific training for internal staff detailing support protocol and project direction.
- Worked with multiple teams to solidify automation processes using various scripting technologies
- Introduced change control practices that improved employee productivity through the maximization of Jira vs. email.
0-5 years of experience
Provided technical support for internal users via telephone and email.
- Logged and documented every call very with a detailed ticket of the incident or request.
- Distributed tickets to various teams as well as to our level two support so issue could be addressed
- Reviewed as well as followed with open tickets to make sure a resolution was reached.
- Remoted into internal users PC’s to fix various issues or install software for the users.
- Researched and identified error messages with KO’s (Knowledge base articles) to find a resolution.
- Demonstrated excellent call quality and customer service.
0-5 years of experience
- Worked on huge databases (data in million), performed data conversions & data mining and analyzed data relationships
- Performed ETL process on data, created SSIS package & executed it in SQL Server BIDS with 95% data accuracy & consistency
- Created SQL queries, executed stored procedures, developed & tested database to recover profits by at least 30%
- Developed, refined sophisticated reports using SSRS & MS Access in real-time iterative fashion & handed reports to auditors
- Implemented Project management techniques & SDLC approach to work on clients data & documented business processes
- Tools: SQL Server Management Studio, MS Access, Visual Basic, MS Excel
6-10 years of experience
Diligent Production Support IT Analyst charged with delivering Tier II support for Java based applications and automation within production systems, while collaborating with both colleagues and customers in the execution of projects. Established, tested, and released new code to UAT and production environments.
- Analyzed internal process and provided input on intelligent solutions to improve proficiency.
- Administered Jira for more than 100 users, which included workflow design and implementation.
- Oversaw hundreds of connectivity changes associated with data center migration.
- Delivered project specific training for internal staff detailing support protocol and project direction.
- Worked with multiple teams to solidify automation processes using various scripting technologies
- Introduced change control practices that improved employee productivity through the maximization of Jira vs. email.
0-5 years of experience
Gathered business requirements, developed use cases and performed full regression testing for a $10M reservation system upgrade that reengineers the way marketing programs for product pricing and promotions are implemented.
- Updated use cases and performed regression testing on a $54M travel agency application rewrite used by over 60,000 travel partners worldwide.
- Led several eCommerce enhancement projects with budgets of ~ $50K. Ensured all products and services of the Sales Trade meet company standards and end user requirements.
- Assist business in setting strategies, developing requirements and evaluating solutions.
- Conduct interviews and facilitate requirements gathering, process analysis and application design sessions with the business and IT.
- Develop functional specifications, scope documentation, business requirements and use case documents for software development.
- Develop test plans, test design specifications and test cases to meet business requirements and test software to ensure proper operation.
0-5 years of experience
Led a project to compare cost savings of upgrading from Mincom Ellipse 5.2.3 to Ellipse 8, or changing the warehouse management system to MD NAV
- Lead analyst for NAVICP in support of Mincom Ellipse System; maintained and supported the application; tested upgrades; collaborated with teams to resolve errors
- Documented processes for future references; implemented changed using Change Management Process
- Built and tested supporting COBOL programs
- Utilized Oracle Toad to query database reports and analyze data
0-5 years of experience
Work to support Regional IT Stakeholder Advocacy initiatives as a member of the Regional IT-Americas team
- Constructed and delivered a CIO level report for Cisco IT
- Track and record customer and client interactions leveraging Salesforce.com
- Supported improved user experience for WebEx Productivity Tools by analyzing and visualizing survey results for 1100 stakeholders
- Create interactive Tableau dashboards visualizing team metrics
0-5 years of experience
Build and implemented form for store associates to validate phone number for authentication
- Developed Database change request web app for IT corporate use in Grails
- Participated in various agile roles during development process
- Aided other trainees in learning of agile and Groovy/Grails
- Performed maintenance and implemented enhancements for inventory system using COBOl for z/OS
0-5 years of experience
Assisted in project planning, budgeting activities, along with, monitoring integration related activities.
- Led a team of five to design and successfully implement solutions for Chrysler’s post-merger IT system integration with FIAT.
- Entrusted by senior management to monitor weekly and monthly metrics on project performance and improve resource utilization.
- Initiated the knowledge management drive to re-design, update application manuals and reduce programmer dependency on Client’s
- Detected inefficient scheduling of vehicles and developed solutions for faster processing of orders, reduction of turnaround time and elimination of user intervention.
0-5 years of experience
Identified customer needs and issues while defining quality and establishing priorities for 15 departments. Drove process improvement projects to improve academic, research, and clinical service quality and delivery. Led and advised committees in determining appropriate process improvement methodologies to solve IT problems and produce solutions.
- Established a highly successful Change Management and Change Control Board processes.
- Achieved annual cost savings of over $150k by partnering with the enterprise’s procurement contract management system, service level agreements, policies and procedures.
- Designed, implemented, and administered forward facing application systems across twenty (20) functional area categories such as financial, facility, student management and administrative information systems.
- Administered the HEAT Help Desk application for incidents, problems, resolutions and organizational process assets.
- Prepared system test plans, test cases, and approvals with user and technology stakeholders.
- Coordinated with faculty and management in implementing Learning Management and Resource information systems.
- Planned, designed and executed the migration from email applications Microsoft Outlook to Novell for over 300 end-users.
- Planned and controlled the Faculty Effort & Progress Reporting Information System.
- Technical lead and administrator for the Student Financial, Medical School Admissions, and Status & Progress Reporting Information Systems: ERAS, AMCAS, BANNER, SIS.
0-5 years of experience
Prepared legacy data and its documentation to be employed for data mining using SAS
- Applied SAS procedures and functions to manipulate the data and perform statistical analysis
- Completed training on SAS Enterprise Miner software
- Created an in-house database, with MS Access 2000, for storing, querying and creating reports about the contact information of different agencies
0-5 years of experience
- Developed a business case on SDLC process improvements with potential benefits of increase in quality and speed
- Led the teams in data analysis including design of data collection plans and executing detailed analysis
- Guided team of 40 with support from lean coaches to develop value-stream map of project delivery lifecycle and analyze the current state by showing current steps, delays and wait time to deliver a function to customer
- Assessed the current state in terms of creating flow by eliminating wastes and various hand-offs in the process
- Developed future state value stream map and proposed 10+ opportunities to work towards future state condition
0-5 years of experience
Led the problem management SWOT team for an insurance client and developed roadmaps to prevent reoccurrence of critical incidents thereby driving improvement in SLA.
- Hands on experience on SAN, NAS and data replication technologies. Developed roadmaps and executed successful SAN and Switch migration with no loss of business continuity.
- Implemented the ITIL best practices for Change management, Incident management, Configuration management and Problem Management.
- Performed capacity forecasting on the Storage arrays using EMC Unisphere and Solarwinds.
- Performed SAN migrations from Clariion to VNX using SAN Copy and Recover Points.
6-10 years of experience
Diligent Production Support IT Analyst charged with delivering Tier II support for Java based applications and automation within production systems, while collaborating with both colleagues and customers in the execution of projects. Established, tested, and released new code to UAT and production environments.
- Analyzed internal process and provided input on intelligent solutions to improve proficiency.
- Administered Jira for more than 100 users, which included workflow design and implementation.
- Oversaw hundreds of connectivity changes associated with data center migration.
- Delivered project specific training for internal staff detailing support protocol and project direction.
- Worked with multiple teams to solidify automation processes using various scripting technologies
- Introduced change control practices that improved employee productivity through the maximization of Jira vs. email.
- Strong working knowledge of Puppet, GIT, and Gerrit configuration management systems and Nagios monitoring systems
6-10 years of experience
Created and executed software test cases and scripts to uncover, identify and document software problems and their causes for multiple Maximo and Syclo software implementations.
- Coordinated Testing with Business Unit Representatives through the testing life-cycle for multiple Maximo and Syclo software implementations.
- Maintained and managed Requirements, Test cases and Test Scripts utilizing HPQC 11.5.
- Performed Business Analyst responsibilities on multiple Corporate Capital Projects.
- Participated in Requirements Gathering Sessions with Business Subject Matter Experts (SME’s).
- Documented Business Process flow diagrams utilizing Casewise and ProVision applications.
- Created and Refine Business Requirement documentation using Use-Case Scenarios.
- Identified and Collected System Integration Requirements for legacy Mainframe applications.
6-10 years of experience
Maintained multi-site Primary and Disaster Recovery Data Centers providing support to NAFTA operations and managed the Telecom Expense Management (TEM) land line and data program
- Trained, coordinated and led an international support team that successfully managed 1,100 business critical jobs on a daily basis for 6 years.
- Overhauled and standardized Computer Associates Workload Automation AE (WAAE) scheduling system resulting in an improved efficiency of 33% (3 hours) in daily operations.
- Wrote and maintained 500+ pages of IT procedural documentation for successful daily operations of business critical applications by an international support team.
- Managed 6.37 Million dollar budget for FY2013 TEM operations across all NAFTA (North American Free Trade Agreement) regions while leveraging telecom vendor relations to realize cost-savings in excess of 12% ($500k) over 2 years.
- Oversaw TEM operations for all voice and data accounts across all NAFTA [company name] affiliated plants and offices over a 3 year period.
- Facilitated transition of approximately 500 voice and data accounts from one Telecom Expense Management vendor to another with minimal disruption.
- Managed projects for the IT infrastructure and core applications organizations using ITIL (Information Technology Infrastructure Library) and PMP (Project Management Professional) techniques.
- Compiled and maintained spreadsheets detailing company and departmental budgets for company Directors over a 3 year period that included KPI (Key Progress Indicators) metrics, Gantt diagrams and Excel pivot tables/charts.
- Assisted with the construction of a central SharePoint repository for project management monitoring and general secure inter-department information distribution.
- Coordinated regularly with internal departments and external vendors for regular daily and emergency Data Center operations, including equipment rigging, electrical maintenance and cleanings.
0-5 years of experience
Gathered the required information necessary to create tickets for support teams.
- Managed customer expectations regarding estimated response times for issue resolution.
- Research and document customer technical issues for overall root cause of the issue. Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
- Helped to resolve software and technical questions for the customer efficiently and effectively.
- Installed software, troubleshooting, maintained high level of Customer Service Satisfaction.
0-5 years of experience
Assisted in applying upgrades, fixes, and general modifications to the Windows and UNIX application server environments.
- Managed and scheduled database backups, data mart builds, and custom collections.
- Diagnosed, fixed, and optimized performance, scalability, and reliability in the development, test, and production application server environments.
- Analyzed and approved business requirements and technical specifications.
- Coded, tested, and deployed extensions, reports, collectors, and web portal changes.
- Created and maintained installation, configuration, and auxiliary documentation.
- Designed, coded, and tested Excel applications, macros, and custom logic to assist in gathering, analyzing, parsing, and cleansing of data.
- Coordinated and collaborated with vendors, partners, and consultants to attain alacritous and optimal results.
6-10 years of experience
- Recognized for providing exemplary technological service to students, faculty and staff in Pepperdine’s IT Monthly Report for June 2012.
- Demonstrated proficient knowledge and understanding of technological troubleshooting and other problem solving skills.
- Developed a comprehensive knowledge of Microsoft Windows and Mac OS X operating systems.
0-5 years of experience
Replaced and repaired computer hardware/software assets including installation and configuration of thousands of computers, printers, monitors and peripherals while always remaining effective and flexible
- Efficiently managed helpdesk, asset management system, and computer/computer peripheral surplus
- Diagnosed and solved numerous computer, software, and network-related issues on daily basis
- Online Documentation of all Non-Network Printers to Support the Cost Analysis of Managed Print
- Replaced, Documented, and Recycled All Legacy Hardware
- Upgraded All Computers from Windows XP to Windows 7 Operating System for Security Concerns
0-5 years of experience
Engaged with professional services as the liaison between hiring managers and suppliers for hardware, software, and services purchased, negotiates contractual agreement’s quantity, dollar amount, and start and completion dates
- Specifically recruited by AT&T as a MATREX College Hire with 6 months of managerial training as an Applications Developer and promoted to Vendor Manager
- Managed the life cycle of work requests to approval/closure to execute the project within 14 days of entry
- Managed nationwide vendors by effectively planning, facilitating, daily/weekly meetings for status updates and reporting; which strengthened relationships through team interaction, and assured projects followed AT&T’s contractual guidelines and budget
- Tested sourcing tool features and provided recommendations based on results, and reported ITRR errors for a 100% improvement in the tool’s efficiency for daily activities
- Trained users with instruction manuals, presentations, and conference call to create work requests in PRISM
- P2R & Service Ambassador Representative – Managed P2R for the Jenny Morr Organization through AT&T product knowledge, services, and promotions and made sure the organization met its monthly goals with incentives and result diagrams.
- Expressive Voices – Toastmaster’s Club – As Vice President of Membership, managed membership, enrollment, and monitor the club’s climate for healthy development in leadership and communication.
0-5 years of experience
- Performed competitive analysis of related B2C mobile applications and proposed strategic enhancements to product managers.
- Researched and evaluated mobile device cloud solution providers in allowance of a six figure budget.
- Level sold the vendor solution within the company to end users, middle managers, and executive management in alignment with their technical requirements, broader technology vision and strategic directives, and economical return on investment.
- Facilitated end-to-end procurement process including contract negotiations and key stakeholder communications.
- Achieved adoption of newly launched technology across all six business areas in accordance with One Nationwide rebranding initiatives.
- Founded monthly Mobile Collaboration Group to spearhead knowledge sharing, foster teamwork, and initiate best practices for continuous improvement.
- Designed and executed enterprise-wide Quality Assurance strategy for B2C software applications.
10+ years of experience
Participated in multiple functional teams which had national impact in areas of technology hardware and software deployment, Line of Service software interactions, network infrastructure, security and malware prevention.
- Team with national IT leadership to develop strategic implementations – role team initiatives, discussion forums, and strategy database to increase knowledge sharing from 200+ field staff.
- Developed process for self-initiated pc configuration. Resulting in a decrease of cost to deliver solution and also offering flexibility to individual on when and where they would do their own swap.
- Designed and implemented VMWare virtual machine build process. Resulting in a streamlined assurance software Third Party Review build/deployment process
- Collaborate with McAfee ePO team, LoS business owners, IT Risk Management, and application support teams on new rollouts (Windows 7, ConnectedBackup, DLP, & Office 2010)
- Developed SOPs and KBs related to various technology processes including data recovery, malware remediation, and standardized PC imaging and building process.
- Provided Infrastructure support for market, including network upgrades, hardware refresh, and preventative maintenance.
- Key player in accelerated Window7 rollout to entire firm of 35,000 staff
- Teamed with peers on development of UAT and SOP documentation
10+ years of experience
Responsible for maintaining and administration of the Human Resources Department IT network systems and to co-ordinate with all other County departments in any IT operations and county wide programs.
- Organized and led the deployment of Server 2008 and over 200 workstations. Remote VPN users in county wide applications.
- Manage Windows Server 2003-8, Linux, Novell
- Established county wide web based e-ticket help center.
- Build and maintain backup servers, using Commvault, and Veritas.
- Maintain office equipment. Draw up specs and write proposals for new hardware and IT infrastructure.
- Built and designed departmental real time internet reporting proxy server, SAMBA and security analysis Server. Established department and county wide ticketing system website.
- Trained colleagues on software and OS deployment.
0-5 years of experience
Provided IT support on-site for all hardware and software issues.
- Performed SAP data entry. Travelled to Allentown, PA for 3 months of SAP training.
- Managed onsite database for accurate inventory control.
- Supported 200+ users via voice and in person.
6-10 years of experience
Trained and supervised 5 Analysts for the local IT team – helped manage helpdesk activity in SF Offices
- Administered MS Servers (Active Directory), MS Workstations, and network security devices
- Configured software packages for distribution to remote clients through SCCM
- Migrated MS Exchange from 2003 to 2007. Designed migration plan for Exchange 2010(with VMware)
- Managed new hire and termination processes – managed Active Directory to adhere to SOX standards
- Directed and streamlined cellular procurement for all domestic employees
- Administered Shoretel VOIP phone system at all domestic sites
- Developed and updated documentation, appraising users and administrators of vital information
- Created user manuals and provided technical support sessions for end user productivity software
- Developed exceptional relationships with co-workers, management and end users
0-5 years of experience
Migrated systems from Merck to [company name]
- Managed and documented [company name] IT assets during the transition from Merck
- Mapped and scheduled Merck to [company name] port changeover
- Strategically planned and deployed technology to manufacturing lines and reduced productivity risk
- Documented various IT related issues, including deployment recommendations and impacts on productivity
0-5 years of experience
Installed and configured computer hardware operating systems and applications.
- Provided excellent services through phone to the IT users to resolve hardware, software and network related issues.
- Monitored and maintained computer systems and networks.
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults and replacing parts as required.
- Configured new users’ accounts and profiles and dealt with password issues.
- Setting up Audio Visual arrangement for conferences and meetings.
- Prioritizing and managing many open cases at one time.
0-5 years of experience
Led billing team maintaining all system, operation and billing activities for the Business Unit’s $300M business.
- Managed deployment of revenue and performance metrics for compliance monitoring to assist the management of best practices initiatives.
- Proven skills include daily audits of user securities with the use of Pivot Tables.
- Collect data and analyze documents with on-line database.
- Managed and maintained departmental SOX compliance database for all audits.
- Developed and maintained the IAquire and UAM Artifacts schedule.
- Coordinated and led automation of various processes improving departmental performance goals.
- Involved in daily contact with new and existing users to troubleshoot and resolve problems pertaining to security access while maintaining good team relations with PR.
- Managed system and reporting operations implementing functional enhancements supporting business units’ operations.
0-5 years of experience
All user support, including helpdesk, training of staff members, new user set-up, phone, cell phone, printers, website, trouble shooting of PC’s, laptops and other hardware.
- Maintain Inventory of PC’s, laptops, printers, copiers, presentation devices, portable devices and software licenses.
- Provide desktop support for over 75 users in the greater Charlotte region by phone or in person as needed to minimize downtime.
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, installations, programming and maintained equipment inventory lists.
- Project Manager over the install and training of staff on the SoftPro System.
- Administration of Active Directory, VDI, MBX IP Phone System, Citrix VDI-in-a-Box, Server Maintenance and any other applications required for daily work use.
- Researched and resolve hardware/software problems utilizing other IT staff and outside vendors.
0-5 years of experience
Reconciled budget variances for multiple projects within Corp IT HR & Admin.
- Created and distributed monthly financial statements.
- Collaborated with colleagues to develop 2013 budget within Clarity system.
- Performed comprehensive analysis/spreadsheets for data going into the new 2013 budget system.
0-5 years of experience
Conducts interface testing, analysis, and migration from legacy Hospital and Pharmacy Information Systems
- Coordinates project planning efforts between pharmacy, nursing, and hospital staff. Managed internal project plan in conjunction with vendor implementation timelines
- Effectively applied project management methodologies, quality assurance procedures, and ensured project standards
- Supports go-lives within the pharmacy and nursing departments. Ensured setup completion of both Hospital and Pharmacy systems
0-5 years of experience
Provided level 1 and 2 support for over 300 users in 3 office locations, 30 of which were remote users. Managed and supported Aiphone Security phone for remote monitoring and access control of Austin office
- Managed purchasing of hardware and software attaining best price and terms.
- Effectively controlled IT leased equipment assets ensuring inventory integrity and accountability.
- Managed and supported iPass wireless access cards system wide resolving all issues on a timely basis.
- Used MeetingPlace and RDP, installed and configured printers and software at remote locations.
- Chosen to manage Cisco IP phone system ensuring best results.
- Maximized up time successfully coordinating with LAN/WAN engineer support resolving connectivity issues.
- Recognized for troubleshooting and closing open tickets using the Magic and Jira ticketing system.
0-5 years of experience
Apple infrastructure setup and support. Device/software testing, break/fix.
- Managed mobile devices within a large enterprise. (>10000 users)
- Provided level 2-3 mobility support.
- Completed deployments of iPods, iPads, and Mac Mini machines.
- Facilitated teleconferences of new business/acquisition sites in relation to device deployment, troubleshooting, business practices.
- Part of mobile team that provides operations/infrastructure support to help desk and other lines of business.
- Solely responsible for enterprise mobility asset management.
0-5 years of experience
Served as the front-line primary point of contact for users to report technology related issues and incidents. Responsibility for identifying, researching and resolving complex technical issues. Provided technical support in the operation and maintenance of personal computers and peripherals. Also gather information regarding incidents and escalation to appropriate teams when necessary. Secondary duties to include HP Computer Imaging, Software Deployment, and also Building, Testing, Configuration and Deployment of Workstations. Client facing duties include any questions or issues users may have in regards to their PCs or laptops. To include hardware, software and email issues. Perform any desktop related moves, adds or changes. Created, modified and deleted user ID’s for all new/existing employees and contractors. Followed internal processes for Provisioning and De-provisioning of User ID’s. Provided support and troubleshooting for all Identity and Access Management related issues beyond standard requests.
- Served as the frontline primary point of contact for users to report issues and incidents via telephone. Responsibility for identifying, researching and resolving routine technical issues.
- Provided Front-line assistance to 1000 + users of USC technologies, including researching and resolving incidents first-time. Follow-up and/or escalating tickets using the Global Sys-Aid ticketing platform.
- Supported users on the Microsoft Exchange Platform, to include email issues, creating, modifying and assigning group rights in Active Directory and providing support accessing network drives. Password issues, including account resets.
- Supported users in the operation of mobile devices to include Blackberry, Android and Apple devices.
- Responded to trouble calls in an on-call basis during off-duty hours.
- Environment: Dell Laptops, HP Laptops/Desktops, Windows 8, Windows 7, Windows XP, Microsoft Exchange, Cisco VOIP, SLA, Deployment, Dell, Active Directory, Headsets.
0-5 years of experience
- Led the development of a new proprietary softwareto assist employees in contacting claims holders
- Aided in finding a qualified candidate to maintain project after leaving the firm
- Assisted management in dealing with off-site technical support
- Provided on-site technical support to employees
- Managed existing hardware and software
0-5 years of experience
Responsible for proper running and maintenance of POS systems at 8 local sports venues in the Denver metro area, including two direct reports.
- Managed building infrastructure projects entailing POS systems/ Cabling/ Power/ LAN/ Wireless needs.
- Provided desktop/server support and migrations for Windows 2000, XP, to Windows 7, Windows Server upgrade from 2000/2003 to 2012 in accordance with PCI.
- Vendor management with POS Vendors as well as separate client IT teams.
- Started project to upgrade wireless capabilities at Red Rocks Amphitheatre. This would also allow the upgrade to the current outdated POS systems.
0-5 years of experience
Responsible for Personal computer and Point-of-Sale user support activities (Register restores)
- Assisting in software/hardware rollout
- Provide user support to franchise and company managers
- Troubleshoot Broadband Connectivity Issues including DSL, T1, Cable, and Satellite TCP/IP solutions
- Troubleshoot networking equipment including a T1 and DSL Gateways, Cable Modems, Cisco Pix Firewalls, Ethernet Routers and Switches
- Effectively Utilize “Heat” Ticketing System to update, research and document solutions to problems
- PC swaps (Win 2000 to Win 7) or transferring the data from Win 7 to another Win 7 machines.
0-5 years of experience
Provide level II-IV level of support to over 6500+users and remote site administrators globally.
- Administer/maintain different server systems varying from Blackberry Enterprise Server to Windows Server 2003/2008 R2 SP2.
- Assuring that network peripherals are in operational conditions to include but not limited to printers, faxes, network switches, production servers, etc.
- Working with desktop client OS ranging from Apple OSX to Windows XP-Windows 8.1 as well as MS Office Suites from 2007-2013.
- Provision/maintain /troubleshoot accounts for telecommunication devices using Cisco Unified Communications Manager server/MeetingPlace Center.
- Provide support/setup Video Conferencing equipment such as Tandberg, Cisco Telepresence and manage/administer/troubleshoot enterprise WebEx servers.
- Maintain network security by enforcing policies, using encryption software and regularly educating users on IT systems security procedures.
0-5 years of experience
Properly handle phone calls, emails and walk-ups from internal customers surrounding IT support issues.
- Provide stellar 1st level support and assume a greater amount of 2nd level IT Support cases.
- Perform hands-on and remote support of thin-clients, desktops and laptops and provide basic mobile device, PC and general IT support.
- Create, modify and close cases in the call tracking database. Write the audit trail and history of the case so that an FAQ or similar training document can be created from the case.
- Perform occasional site visits at WB Mason sites to perform scheduled support and regular updates.
- Work with various vendors and project teams on special projects as directed.
10+ years of experience
- Scripted and developed automated and interactive tests for the INTAS/Test Expert test system to provide trouble isolation on DS0 and DS1 circuits
- Provided outstanding customer service through constant interaction with user groups of expert center technicians of the INTAS system, through feedback, test development and training
- Worked within Test Systems Support team to meet company objectives and complete all projects for the system on time
- Facilitated training for system use and provided written job aids for reference
- Scripted Soneplex tests for the use of Performance Monitoring statistics and also HDSL PM statistics as well
- Developed DAT Testing (Directed Automated Testing) for center technicians which allows a semi-automated macro test to be launched from WFA-C
0-5 years of experience
Supports the Microsoft Windows 7 and 8 OS, Office and standard desktop applications installed.
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software.
- Team member of the Office Automation with performance over 95% in key areas.
- Utilize ServiceNow to log all phone calls, track and respond to customer and client inquiries
- Remotely troubleshoot web browser technical issues regarding [company name] websites and pc’s.
- Train on latest troubleshooting techniques to resolve technical and product support remotely.
- Provide solutions from ServiceNow knowledge base and SharePoint site.
- Review, submit corrections and add to Solutions provided in ServiceNow and Sharepoint site.
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Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
