D'ANTHONY HILL

• Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
• Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
• Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
• Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
• Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users.
• Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
• Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
• Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing the team to focus on critical issues.
• Used ticketing systems to manage and process support actions and requests.
• Installed, configured and maintained computer systems and network connections.
• Configured hardware, devices, and software to set up work stations for employees.
• Tested new software and hardware prior to deployment.

• Install, maintain, upgrade, and support our information technology and systems including networks, hardware, and software used throughout the organization.
• Develop and implement policies and procedures for computer systems operations and development.
• Respond to reporting requests from multiple departments.
• Continually evaluate user needs and system functionality to ensure that systems are updated and meet organizational needs.
• Oversee the scheduling of upgrades and security backups of systems.
• Test and modify systems to ensure they are reliable, secure, and effective.
• Preserve assets by implementing disaster recovery and back-up procedures.
• Managed hardware and software inventory, ensuring timely updates and replacements as needed.

• Perform imaging, configuration & deployment of software & IT Equipment.
• Maintains, upgrades, & moves IT Equipment.
• Receives shipments, asset tags, & tracks equipment in asset management tool.
• Supports end users via phone, remote support tools & hands on interaction.
• Supports & Troubleshoots Microsoft Office & other application issues.
• Documents all work related to customer incidents and requests in the Service Now ticketing system.
• Writes & edits knowledge base articles of known issue resolutions and technical information.
• Unlock, Disable & Reset Passwords using active directory in ARS. As well as add computers to the right groups.
• Ordered Toner & Service for Ricoh & HP printers as well as troubleshoot them.
• Help users log into Citrix with an external/internal link so they can access applications on servers.
• Traveled to support remote offices (10-25%) of the time.

• Installed, maintained and optimized desktop /notebook configurations at customer sites.
• Diagnosed and resolved product performance problems.
• Performed maintenance and repair services.
• Met all Client SLAs & Customer Satisfaction Goals.
• Escalated to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site.
• Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps.

• Imaged & Deployed PCs with new Window 10 Image
• Created Tickets using internal ticketing system HEAT
• Created Domain Login Accounts with Active Directory
• Pushed Several Application using SCCM
• Installed/Configured Broadband in Laptops
• Installed/Configured GELS
• • Remote Desktop using CITRIX

• Client Helpdesk Support - Provide first line of support for all inbound problem calls using Skype or SAP Phone System CDT. Record symptoms and perform basic troubleshooting to deliver thorough diagnoses to dispatched technician. Conduct all follow up calls to confirm resolution and maintain customer satisfaction. Phone support with end-users, our service technicians and monitoring device status using custom software application.

• Ensure SLAs are met, and escalate if needed to Vendors Or SAP Management if ticket is breached.

• Vendor management regarding working with/coordinating with external vendors such as IBM, CISCO, FUJITSU, NETAPP, DELL

• Wiki confluence such as Updating / editing documentations

• Used SAP Ticket System to reassign & process tickets that were in our queue.

• Assist with fieldwork as requested regarding replacing drives or checking connectivity off servers

• Queue Management - Ensure that the dispatch queue is properly balanced with call volume distributed among available technicians appropriately.

• Print re-direct - Ensure SLAs are met, and re-direct print as needed to appropriate hot swap device.

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Trained and supported end-users with software, hardware and network standards and use processes.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Activated accounts for clients interested in new services.

• Installation and Deployment of software on Sharp & OKI MFPs' as well as users workstation.
• Create domain login accounts in active directory and set permissions for folders.
• Office 365 administrator to create e-mail accounts, reset passwords and delete accounts.
• Remote support for clients to trouble shoot program/software issues using TeamViewer, LogMeIn or VPN Access.
• Keep management & clients updated on progress.
• Go to client sites to network Sharp & OKI MFP's which includes inserting IP Address, Subnet, Gateway, DNS, Domain and SMTP.

• Conduct local desktop support requiring access to the device or end user.
• Conduct data migration from previous hardware to new hardware for approximately 40 machines.
• Support the maintenance of onsite resources to manage end user hardware installation processes, including troubleshooting issues after delivery and installation of end user hardware.
• Submit an individual incident ticket for each piece of broken equipment using Remedy Main Banker.

• Configure Western Money Ticket Redemption Units (TRU).
• Handle all technical errors and customer disputes at ATMs and TRUs.
• Program, configure, and load all ATM machines, parking kiosks, and MIMO machines.
• Perform preventative maintenance on over 60 machines in the finance department.

• Assigned various duties including web page maintenance and design of beta search homepage.
• Created banners, flyers, brochures & graphics.
• Assisted programmers in implementation of video & imagery onto site as well as text editing.
• Upload files to a server to make template viewable under multiple domains.