Hi, I’m
Elizha Alvarez
Kansas City,MO
Summary
Personable Desktop Support specialist with an aptitude for troubleshooting and white glove service/de-escalation. With nearly a decade of experience in IT support, I am a skilled and friendly professional who can provide technical support and remote user support for various applications and hardware. I have CompTIA A+ and Network+ certifications, as well as Microsoft Office 365 certification, which demonstrate my proficiency and knowledge in IT systems.
Overview
7
years of professional experience
1
Certification
Work History
Systems Solution (SSI), A Meriplex Company
IT Support Specialist
02.2023 - 11.2023
Job overview
- Provide technical support for various clinics under Everside Health's jurisdiction
- Create, manage, and update tickets through Salesforce
- Engage in remote support through LogMeIn and GoToResolve
- Setup, troubleshoot, and reconfigure various healthcare-specific applications and hardware including eClinicalWorks, Welsh Allyn Cardio Manager, Midmark EKG, Dymo Label writer and more
- Create documentation with picture guides for other teammates to utilize.
- Used LogMeIn, Bomgar and other remote access methods to perform support duties as needed
- Self managed my own workflow within the ticket queue for maximum productivity
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
Evercore
Contract Remote Support
07.2022 - 01.2023
Job overview
- Utilize and support Remote Access systems, specifically Citrix XenApp and PaloAlto Global Protect, to access internal programs, websites, and administrative tools from a remote setting
- Assist users in formatting and transferring data into graphs within PowerBI, PowerPoint, Excel, and others
- Provide support with csv files for SQL dumps
- Field tickets and phone calls to provide support to 1000+ users on a remote basis through ServiceNow and Avaya
- Use VM Ware to assist in managing and accessing remote desktops, including on Apple laptops thru a Citrix session
- Manage computers, software updates, program installations, service management through Ivanti Landesk
- Configure distribution lists, mailbox permissions, calendar permissions and more through Powershell
- Script execution and O365 management tools
- Reset passwords, disable accounts and more through Active Directory management
- Provision folder and permission access through Varonis DataPrivilege
- Provide financial application support for Factset, Bloomberg and more
- Setup mobile profiles for use with company resources through Intune and Azure AD
- Guide users through the setup and use of Microsoft Authenticator for MFA use with internal systems
- Collaborate with the IT team though MS Teams and Zoom meetings to deliver expedited support
- Remotely access routers with assistance from network team in order to perform maintenance, restart routers, refresh DNS, reassign IP addresses and more
- Create user guides with screenshots and other UI/UX guidelines to provide easy tutorials for less tech-savvy users to follow.
The D. E. Shaw Group
Contract Desktop Support Consultant
09.2021 - 04.2022
Job overview
- Image PCs for office use and configure PC builds for remote use
- Setup work from home equipment for end users
- Learn tenants of HCM to provide better support for HR
- Navigate user information and change AD data through Powershell
- Prepare devices for shipment to other offices and home locations
- Provide onsite and remote support for end users and executives
- Assist with setup and roll out of MDM software on personal devices
- Patch and verify functionality of data server ports
- Setup in-office desktop hardware for return to office use across entire building including replacement of old tech, configuration of tech, and providing connectivity
- Create and run Powershell scripts and functions for use within the office
- Assist users with graphs and data within Excel and PowerBI
- Configure VoIP phones for use within internal office network
- Create and manage tasks via an internal ticketing system
- Provide both client and coworker education on new processes and procedures for work tasks
- Work both independently and as a team to maximize efficiency
- Patch network lines from network closet switches to office ports
- Apply network or printer configurations for specific patch ports upon accessing the network console in Powershell
- Perform localized reset of WAP devices across the office.
Samsung Electronics
Contract Tier 2 Desktop Support
03.2020 - 03.2021
Job overview
- Provide Level 2 - 3 Hardware and Software support on Windows based platforms
- Perform remote support to various users both in office, at home, and abroad utilizing remote desktop as well as administrative accesses
- Administer VPN access, including extending access, including expiration extension, password changes, and enabling and disabling accounts
- Execute AD migrations both in-person and remotely, including transfer of all data to new profile and ensuring access to programs and business systems
- Support AD related issues, including account creation, password changes, adding/removing group policies from user accounts, etc
- Receive, complete, and log work tickets via both VoIP helpdesk support and a proprietary ticketing systems similar to Service now
- Configure and manage mobile devices using Samsung's EMM, MDM, and Knox Manage Solution
- Provide escalation as needed on a case by case basis to specific teams.
Macquarie Group
Desktop Support Engineer
05.2017 - 09.2019
Job overview
- Provide client-facing technology support including software configuration through SCCM, troubleshooting, and hardware setup and repair in a time-sensitive environment for laptops, desktops, and mobile devices
- Assist with formatting graphs and integrating data within PowerBI, Excel, SQL, and others
- Manage mail inventory and create reports in Excel
- Provide remote support for users in international locations through the use of RDP and Skype
- Utilize Active Directory and proprietary software to grant and revoke permissions to necessary applications and features, including SharePoint and One Drive
- Assign, create, and close out tickets through Remedy
- Patch ports through the use of port assignments and patch cables in switch/server rooms
- Provide high-end support for VIP users in a fast-paced, time-sensitive environment
- Support local office of over 1,000 users and international office of over 10,000 users
- Set up and support video conference technologies and software including WebEX and Skype
- Perform imaging on desktops and laptops including proper group provisioning and data transfer
- Manually replace faulty parts on equipment such as system boards, RAM cards, Fans, etc
- Troubleshoot, set up, and educate clients on Office 365 use, including utilization of Microsoft Teams, web use of Office applications, and more
- Provide extensive support for users utilizing Windows 7 and Windows 10 platforms, including migration from the former to the latter
- Support and educate clients with new features in the Office 365 Suite
- Utilize Intelligence Hub and Airwatch to provide MDM support across Android and Apple phones
- Attain knowledge in Automation, Remote Monitoring and Management, Configuration management, trader-specific software such as Bloomberg and EDRT
- Train, Delegate, and Coordinate other team members through joint and individual tasks
- Cover and provide cover for employee absences, staying behind if needed.
Education
Kingsborough Community College
Associate of Arts in Liberal Arts and Sciences/Liberal Studies
12.2017
Brooklyn Job Corps, New York, NY
I.T. Technician
05.2014
Skills
- Microsoft Office 365
- Customer Experience
- Team Leadership
- Factset
- Worksite
- Service Now
- Active Directory
- Printer troubleshooting
- ITIL Processes
- Virtualization Technologies
- Workflow Documentation
- Remote Support Capabilities
- Mobile Device Management
- Ticketing system proficiency
Certification
- CompTIA A+
- CompTIA Network+
- Driver's License
Timeline
IT Support Specialist
Systems Solution (SSI), A Meriplex Company
02.2023 - 11.2023
Contract Remote Support
Evercore
07.2022 - 01.2023
Contract Desktop Support Consultant
The D. E. Shaw Group
09.2021 - 04.2022
Contract Tier 2 Desktop Support
Samsung Electronics
03.2020 - 03.2021
Desktop Support Engineer
Macquarie Group
05.2017 - 09.2019
Kingsborough Community College
Associate of Arts in Liberal Arts and Sciences/Liberal Studies
Brooklyn Job Corps
I.T. Technician
- CompTIA A+
- CompTIA Network+
- Driver's License
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