Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
9
9
years of professional experience
Work History
IT Support Specialist
Prizm Document & Technology Solutions
04.2023 - Current
Supporting over 200 different organizations, from small local businesses to companies employing over 300 employees
Strong focus on internal documentation to ensure processes are followed
Due to number of customers, had to be well versed in a multitude of different tools ranging from Microsoft Office products, VPN configurations, security cameras and systems and systems built in-house
Used ticketing systems such as Halo PSA and Odoo to manage and process support actions and requests.
Configured hardware, devices, and software to set up work stations for employees.
Helpdesk Administrator II
Lactalis USA
07.2021 - 04.2023
Supported global users with Active Directory, Microsoft 365, and proprietary software.
Assisted with new site onboarding and worked closely with senior technicians on system deployments.
Configured and deployed new machines using PXE and remote software installations.
Hardware Subject Matter Expert
IBM
07.2017 - 07.2021
Prepared entirety of the original help desk of about 100 agents with their Linux systems, creating more as needed for onboarding.
Preparing and servicing roughly 150 new windows machines for a company wide Windows migration.
Transferred to a new account to initiate setups and prepare a new help desk.
Constantly using monitoring software for agent "System Problems" auxiliary code and assisting for all IBM related issues.
Servicing roughly 40-50 issues per week with day to day agent issues across up to 300 agents.
Performing physical hardware repairs such as changing hard drives, replacing components and general cleaning.
Ensuring that our agents qualify for IBM security standards on a monthly basis.
Infrastructure Support Rep
Career Connections Inc
10.2016 - 07.2017
Working as a contractor at an IBM Technical Support Help Desk for New York State employees.
Was given my current position to manage all technological inventory for the facility.
Responsible for all PC imaging, programming and troubleshooting.
Monitoring 100+ agents at a time to maintain consistency.
Onsite Project Manager/Job Site Superintendent at Prizm Electrical SolutionsOnsite Project Manager/Job Site Superintendent at Prizm Electrical Solutions