Driven specialist with experience providing technical support and customer service to end-users. Proven track record of efficiently troubleshooting hardware and software issues, developing user training materials and creating user documentation. Adept in driving user satisfaction and creating long-term relationships with customers. Possesses strong communication and analytical skills. Dedicated professional with experience providing technical support to end users in a corporate environment. Proven track record of resolving complex technical issues quickly and efficiently, while providing excellent customer service. Skilled in troubleshooting hardware and software issues, system maintenance, and network configuration. Adept at training users on new applications and technologies, working with remote users, and staying abreast of new developments in the IT industry. Professional with proven performance in management, leadership and communication. Detail-oriented in problem-solving and planning. Ready to make an immediate contribution to an organization. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Hi, I’m
Jamie Marino
System Administrator
Lake Dallas,TX
Summary
Overview
26
years of professional experience
4
Certificates
1
Language
1
Choctaw of Oklahoma
Work History
Triumph Group
Service Desk Support Technician
12.2023 - Current
Job overview
- Level 2 and 3 Support for Windows and mobile based issues (including Office 2014, 2016, O365 and OS based issues)
- Used ticketing software to create, manage and escalate trouble tickets created by walk in and web tickets
- Identified and solved technical issues with variety of diagnostic tools
- Repaired Microsoft applications to include Windows Operating Systems and Office Suite applications
- Walked users through installing and setting up email on multiple devices (i.e., iPads
- IPhones, Androids, etc.)
- Extensive Windows 7 and Windows 10 support (Break/Fix, Settings, Updates, Registry Fixes, etc.)
- ERP systems administration and troubleshooting (I.e
- JD Edward’s, QPulse, Qlik, SuccessFactors, etc.)
- Printer and CRM troubleshooting
- New user set up and configuration
- Teams support
- C-Suite with white glove treatment
- Break/Fix for A/V equipment
- Created tickets in Cherwell to track support issues
- Ensured proper operation of printers via installation of drivers or maintenance of existing ones
- Conducted training sessions for end-users on basic computer usage and troubleshooting techniques
- Identified and resolved issues with Windows OS, MS Office Suite, Outlook, Active Directory, MACOS
- Installed and maintained various applications such as Adobe Reader, Java Runtime Environment
- Configured new users in domain environment with appropriate permissions and access rights
- Created user accounts in Active Directory; reset passwords; managed group policies
- Intunes setup
- Mobile phone ordering and setup
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained quality assurance and customer satisfaction objectives.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Applied critical thinking and research to address complex issues.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Observed equipment operation to diagnose and troubleshoot reported issues.
- Organized work to meet demanding production goals.
- Completed job reports and logs immediately following service calls.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Mentored junior technicians in maintenance, repair, and reporting duties.
- Provided expert advice on equipment selection, leading to overall improvement in operational efficiency.
- Served as reliable point of contact for customers experiencing technical difficulties with their products or systems.
- Managed inventory levels of spare parts efficiently, reducing delays due to lack of resources during repair jobs.
- Scheduled maintenance and repair tasks in alignment with production deadlines to reduce bottlenecks.
- Suggested specialized fixtures, test equipment and procedures for failure analysis.
- Implemented cost-saving measures by identifying opportunities for process improvements and resource optimization.
- Tracked and recorded parts and labor costs related to each service call.
- Tested systems, noting issues and completing preventive maintenance.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Checked, repaired and repacked survival equipment to meet specifications.
- Researched and implemented new technologies and equipment.
- Wrote and revised maintenance procedures.
- Collaborated on cross-departmental projects resulting in improved communication between IT staff and other stakeholders.
- Reduced downtime with proactive system monitoring and timely issue resolution.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Worked with users to determine areas of technology in need of improved usability.
- Managed onboarding and offboarding of employees.
- Served as subject matter expert on proposed technology purchases.
- Installed and configured network printers and other peripheral devices.
- Diagnosed and resolved hardware and software issues.
BBAM
Desktop Support Technician
12.2022 - 02.2023
Job overview
- Level 2 and 3 Support for Windows and mobile based issues (including Office 2014, 2016, O365 and OS based issues)
- Used ticketing software to create, manage and escalate trouble tickets created by walk in and web tickets
- Identified and solved technical issues with a variety of diagnostic tools
- Repaired Microsoft applications to include Windows Operating Systems and Office Suite applications
- Walked users through installing and setting up email on multiple devices (i.e., iPads
- IPhones, Androids, etc.)
- Extensive Windows 7 and Windows 10 support (Break/Fix, Settings, Updates, Registry Fixes, etc.)
- Windows 7 to Windows 10 migrations
- Reimaging systems
- New user set up and configuration
- Beta tester for Service Now and administrator
- C-Suite with white glove treatment
- Break/Fix for A/V equipment
- Created tickets in Jira to track support issues
- Ensured proper operation of printers via installation of drivers or maintenance of existing ones
- Conducted training sessions for end-users on basic computer usage and troubleshooting techniques
- Deployed images using Ghost or other imaging tools on multiple machines simultaneously
- Identified and resolved issues with Windows OS, MS Office Suite, Outlook, Active Directory
- Installed and maintained various applications such as Adobe Reader, Java Runtime Environment
- Configured new users in the domain environment with appropriate permissions and access rights
- Created user accounts in Active Directory; reset passwords; managed group policies
- Monitored remote connections used by employees working from home or other locations remotely
- Assisted in the design and implementation of a secure wireless network at client sites
- Diagnosed hardware failures; replaced faulty parts; installed and upgraded system components
- Set up workstations with required hardware components like monitors, keyboards, mice
- Performed regular system health checks to ensure optimal performance and stability of systems
- Implemented antivirus solutions to protect against malicious threats on endpoints
- Maintained inventory of all IT assets; monitored license compliance for software applications
- Responded promptly to customer queries related to system malfunctions or operational difficulties
- Troubleshot network connectivity problems utilizing tools such as ping tests and traceroute
- Provided technical support for desktop and laptop hardware, software, and peripherals
- Resolved user requests regarding installation and configuration of software packages and applications.
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Ensured seamless connectivity between devices by administering various networking components such as switches, routers, firewalls, and wireless access points.
- Enhanced user productivity, training employees on the use of new applications and system features.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and [Type] policies.
- Provided exceptional customer service, resolving a high volume of helpdesk tickets within established timeframes.
- Effectively managed inventory of IT assets, reducing overall costs by tracking equipment usage and recommending necessary replacements or upgrades when appropriate.
- Learned and implemented new software testing procedures.
- Purchased, setup and installed new computers.
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
- Responded to emergency situations quickly and professionally, mitigating potential damage from viruses or other threats to organizational systems/data integrity.
- Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
- Optimized computer performance through regular system diagnostics, repairs, and upgrades as needed.
- Coordinated with vendors for procurement of hardware/software products, ensuring compatibility with existing infrastructure while staying within budget constraints.
- Streamlined IT processes by implementing effective troubleshooting techniques for common problems.
- Performed routine backups of critical data to prevent loss due to unforeseen events or system failures.
- Successfully onboarded new employees by setting up workstations, peripherals, and profiles while providing comprehensive training on company software applications.
- Collaborated with network administrators to ensure seamless integration of desktop systems into the company''s infrastructure.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Worked with various systems, software, and peripherals, and various types of games.
- Tested new software and hardware prior to deployment.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Developed and implemented preventive maintenance procedures.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored system performance to identify potential issues.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Maintained quality assurance and customer satisfaction objectives.
- Maintained compliance with regulatory standards and safety requirements.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Observed equipment operation to diagnose and troubleshoot reported issues.
- Organized work to meet demanding production goals.
- Completed job reports and logs immediately following service calls.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Mentored junior technicians in maintenance, repair, and reporting duties.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Addressed routine equipment maintenance according to established schedule.
- Cultivated productive working relationships with colleagues from diverse backgrounds, fostering effective teamwork within the organization.
- Reduced downtime for machines through proactive identification and resolution of technical issues.
- Provided expert advice on equipment selection, leading to an overall improvement in operational efficiency.
- Served as a reliable point of contact for customers experiencing technical difficulties with their products or systems.
- Managed inventory levels of spare parts efficiently, reducing delays due to lack of resources during repair jobs.
- Scheduled maintenance and repair tasks in alignment with production deadlines to reduce bottlenecks.
- Tracked and recorded parts and labor costs related to each service call.
- Tested systems, noting issues and completing preventive maintenance.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Researched and implemented new technologies and equipment.
- Checked, repaired and repacked survival equipment to meet specifications.
- Managed maintenance activities, supervised staff, and inspected equipment.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Managed vendor relationships for procurement of hardware and software, negotiating favorable terms and cost savings.
- Implemented robust data backup solutions, ensuring business continuity in the event of data loss or system failure.
- Deployed cloud-based solutions to increase flexibility, scalability, and resiliency within the organization''s technology infrastructure.
- Improved end-user satisfaction by providing responsive technical support and addressing concerns efficiently.
- Reduced downtime with proactive system monitoring and timely issue resolution.
- Developed comprehensive documentation for IT systems and procedures, enabling efficient knowledge transfer among team members.
- Coordinated system migrations with minimal disruption to business operations through careful planning and execution.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Worked with users to determine areas of technology in need of improved usability.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Managed onboarding and offboarding of employees.
- Installed and configured network printers and other peripheral devices.
- Diagnosed and resolved hardware and software issues.
Resolvetech Solutions
System Administrator
06.2022 - 09.2022
Job overview
- Used ticketing software to create, manage and escalate trouble tickets created by walk in and web tickets
- Identified and solved technical issues with a variety of diagnostic tools
- Repaired Microsoft applications to include Windows Operating Systems and Office Suite applications
- Walked users through installing and setting up email on multiple devices (i.e., iPads
- IPhones, Androids, etc.)
- Extensive Windows 7 and Windows 10 support (Break/Fix, Settings, Updates, Registry Fixes, etc.)
- Windows 7 to Windows 10 migrations
- Reimaging systems
- New user set up and configuration
- Level 2 and 3 Support for Windows and mobile based issues (including Office 2014, 2016, O365 and
- OS based issues)
- Beta tester for Service Now and administrator
- Azure administration
- Break/Fix for A/V issues
- Monitored server performance metrics to identify any potential bottlenecks or threats
- Created user accounts in Active Directory environment and managed group policies accordingly
- Configured, implemented, and maintained Windows Server systems including DNS, DHCP, Active Directory, Group Policies, WSUS, and Hyper-V
- Deployed operating systems updates on all servers in the organization via automated patch management tools like SCCM
- Assisted in developing disaster recovery plans for mission-critical applications and services
- Maintained and monitored network services, systems, and infrastructure to ensure optimal performance
- Installed hardware components such as servers, hard drives, memory modules in accordance with best practices
- Coordinated with vendors and suppliers for procurement of new IT assets based on organizational requirements
- Provided technical support for users regarding system administration related issues
- Diagnosed problems with existing network infrastructures and provided appropriate solutions
- Recommended and executed modifications to server environment in order improved efficiency, reliability, and performance
- Conducted research on emerging technologies in order to identify opportunities for improvement
- Investigated incidents reported by users related to system availability or performance degradation
- Assisted other departments in resolving complex technical issues related to their respective areas
- Troubleshot network connectivity issues involving routers, switches and wireless devices
- Led, coordinated and participated in key process improvements as they related to the client/server environment.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Provisioned new software and hardware for use, following established security policies.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
- Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
- Managed onboarding and offboarding of employees.
- Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
- Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Worked with users to determine areas of technology in need of improved usability.
- Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
- Assisted in capacity planning efforts to ensure sufficient resources were available for future growth while avoiding unnecessary expenses related to underutilized assets.
- Increased efficiency in the workplace by ensuring seamless integration of new applications into existing systems.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Collaborated with key stakeholders across multiple departments to assess operational needs and develop tailored solutions that met organizational objectives.
- Implemented corrective plans of action for network availability and latency.
- Drove continuous improvement of IT governance processes.
- Established network specifications and analyzed workflow, access, information and security requirements.
- Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Contributed to cost-saving initiatives by analyzing resource usage trends and recommending infrastructure adjustments accordingly.
- Introduced management tools to create and manage virtual server computing environment.
- Evaluated emerging technologies for relevance within the organization''s infrastructure, making recommendations based on potential benefits or risks involved with adoption/integration processes.
- Served as subject matter expert on proposed technology purchases.
- Streamlined network operations by automating routine tasks using advanced scripting techniques.
- Adopted cost-effective, useful solutions to implement into current systems.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Planned and implemented upgrades to system hardware and software.
- Diagnosed and resolved hardware and software issues.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Monitored networks and network devices to resolve technical problems quickly.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Researched and recommended new technologies and strategies for improving system performance.
- Designed and evaluated WAN and LAN connectivity technologies.
- Identified and resolved network congestion issues and bottlenecks.
- Maximized system availability through development and testing of contingency plans.
- Implemented and maintained virtual private networks.
- Analyzed network traffic and performance metrics to optimize system performance.
- Led server infrastructure development, quality assurance, staging and production systems.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Performed network security design and integration duties.
Callaway Golf
Printer Technician
02.2022 - 04.2022
Job overview
- Used ticketing software to create, manage and escalate trouble tickets created by walk in and web tickets
- Installed software
- Repaired Microsoft applications to include Windows Operating Systems and Office Suite applications
- Focus on MAC (I Macs iPhones, iPads), Androids, Windows computers network and browser technologies
- Configure printer maintenance
- Setup RF devices
- Break-Fix
- Level 2 and 3 Support for Windows and mobile based issues (including Office 2014, 2016, O365 and
- OS based issues)
- Configured printer settings according to customer specifications; ensuring that quality standards were met at all times
- Diagnosed problems with the internal components of laser printers such as image formation systems and control boards
- Replenished supplies such as paper trays or toner cartridges for all assigned printers
- Tested parts such as rollers, fusers, drums, toner cartridges for wear and tear and replaced when necessary
- Provided technical support to end-users via email or telephone; answering questions about installation, operation, configuration, customization
- Created reports detailing activities completed during each service visit including parts used and labor hours required
- Maintained customer service by responding to inquiries in a timely manner and resolving technical problems efficiently
- Identified hardware malfunctions by running tests on individual components such as scanners or memory cards
- Resolved complex printing problems related to networking protocols such as TCP, IP or IPX, SPX
- Performed repairs and maintenance on printers, copiers, and other imaging equipment; troubleshooting hardware and software issues using diagnostic tools
- Worked with customers to identify printer issues over the phone or through remote access software
- Provided training to users on how to use multifunction devices
- Assisted in the setup of new printers, including cabling and configuration of print queues
- Conducted preventive maintenance of printers on a regular basis; cleaning inside components and checking connections
- Installed printer drivers, configured network settings, and updated firmware for various printers.
Stand 8 Technology Services/ PennyMac Loan Services, LLC
IT Support Specialist
02.2021 - 12.2021
Job overview
- Used ticketing software to create, manage and escalate trouble tickets created by walk in and web tickets
- Resolved problems with malfunctioning products
- Identified and solved technical issues with a variety of diagnostic tools
- Supported Apple devices for web settings and connectivity
- Repaired Microsoft applications to include Windows Operating Systems and Office Suite applications
- Focus on MAC (I Macs iPhones, iPads), Androids, Windows computers network and browser technologies
- Provided phone support
- Break
- Handled customer complaints and escalated issues according to procedures
- Troubleshot issues on device-specific problems, network performance, and internet connectivity
- Configured and maintained computer systems, including desktop PCs, laptops, printers, mobile devices and network equipment
- Provided technical support to customers, troubleshooting hardware and software issues remotely and on-site
- Conducted training sessions for end users on usage of new software or hardware components
- Documented the IT problems encountered and developed the most fitting solutions
- Delivered support for internet service and connectivity-related issues pertaining to operating system, PC, and browser configuration
- Supported full range of network hardware and operating systems in customer base
- Provided technical advice to colleagues regarding installation procedures or troubleshooting techniques
- Maintained accurate documentation of all IT related incidents for future reference
- Resolved customer complaints in a timely manner by providing efficient solutions to complex problems
- Responded in a timely manner to service issues and requests sent in through the help desk software
- Prioritized work load to maximize customer satisfaction and efficiency.
Denton County
Help Desk Technician
03.2020 - 05.2020
Job overview
- Used ticketing software to create, manage and escalate trouble tickets created by walk in and web tickets
- Identified and solved technical issues with a variety of diagnostic tools
- Installed software
- Repaired Microsoft applications to include Windows Operating Systems and Office Suite applications
- Extensive Windows 7 and Windows 10 support (Break/Fix, Settings, Updates, Registry Fixes, etc.)
- New user set up and configuration
- Level 2 and 3 Support for Windows and mobile based issues (including Office 2014, 2016, O365, iPhones, Androids and OS based issues)
- Provided level-1 and level-2 remote support for desktops, printers, and other computer-related devices
- Completed accurate and timely logging of problems and resolutions in issue management database
- Delivered first-level contact and problem resolution for users with hardware, software, and applications problems
- Troubleshot and resolved system hardware and software problems
- Configured user accounts, installed software applications, configured network settings, and performed system maintenance tasks
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Implemented best practices for incident management processes such as categorization and prioritization of tickets
- Documented all steps taken during issue resolution in the ticketing system for future reference
- Identified and resolved technical problems with desktops, laptops, and mobile devices
- Responded promptly to customer inquiries regarding product information or services offered
- Explained technical terminology to non-technical end users
- Provided technical support for hardware and software issues to end-users via telephone, email, and remote access tools
- Performed research to attain in-depth knowledge of supported products and services
- Handled difficult situations and customers to achieve successful outcomes
- Assisted users with setting up their mobile devices to connect to corporate resources like Exchange server or Wi-Fi networks
- Identified root cause of incidents reported by customers through detailed analysis of available data points
- Implemented and tested technical solutions
- Ensured compliance with security policies by implementing password protection measures
- Diagnosed complex technical problems using diagnostic tools such as ping tests and tracerts
- Conducted regular reviews of existing IT procedures and developed recommendations for improvement based on industry best practices
- Solved problems on Windows, Mac and user applications utilizing product specifications
- Monitored help desk ticketing system queues for incoming requests from customers
- Tested new hardware and software configurations
- Responded promptly to customer inquiries via phone or email
- Performed troubleshooting on Windows operating systems, applications, networks, printers, and other peripherals
- Installed operating system updates, security patches, and application upgrades
- Resolved customer inquiries in a timely manner while providing excellent customer service
- Monitored system performance and provided updates to customers
- Repaired, set up and troubleshot printers and other peripheral devices.
Collabera
Migration Specialist
09.2019 - 02.2020
Job overview
- Used SCCM to deploy Windows 10 images to over 1500 pcs and thin clients
- Performed the installation for thin clients
- Identified and solved technical issues with a variety of diagnostic tools
- Repaired Microsoft applications to include Windows Operating Systems and Office Suite applications
- Developed and implemented a comprehensive migration strategy to ensure successful transition of data from legacy systems to new software solutions
- Identified opportunities for improvement within existing systems or processes
- Designed processes for managing data integrity throughout the entire migration process
- Identified potential risks associated with migrations and developed mitigation strategies accordingly
- Performed quality assurance reviews of migrated applications prior to go-live deployment
- Provided guidance and assistance regarding best practices for organizing data prior to migrating it from one system to another
- Conducted training sessions for users in order to help them become familiar with new systems post-migration
- Tested functionality of migrated applications to verify accuracy of data transfer
- Implemented security protocols to protect sensitive information during the transition period
- Created and managed detailed project plans for various migration projects, ensuring all tasks were completed on time and within budget
- Provided technical support for users during the migration process, troubleshooting issues as needed
- Resolved compatibility issues between legacy systems and newly-implemented technologies
- Assisted in the development of standard operating procedures for future migrations
- Maintained detailed reports outlining progress on each individual migration project
- Monitored performance of migrated applications after deployment, recommending optimizations as needed
- Documented changes made during the migration process, including any relevant configuration settings or code modifications.
- Coordinated data migration activities for ongoing projects to confirm alignment of progress with prescribed timelines and execution milestones.
- Led data migration projects, data file analyses and platform validation.
- Mitigated risks in data migration projects by proactively identifying potential issues and implementing preventive measures.
- Collaborated with internal teams and customer representatives to determine data migration requirements prior to accepting projects.
- Stayed up-to-date with industry trends and best practices in order to continuously refine the company''s approach to data migration services.
- Created data mapping documentation for use in migration efforts.
- Liaised with customer project teams, replying to inquiries and providing information on ongoing processes.
- Ensured successful migrations by conducting comprehensive data integrity checks and validations throughout the process.
- Developed robust documentation for each migration project, ensuring clear communication of procedures, schedules, and deliverables among stakeholders.
- Conducted comprehensive post-migration evaluations to identify areas of improvement for future projects.
- Mentored junior team members on essential data migration skills and techniques, fostering a collaborative work environment that promoted professional growth.
- Optimized resource allocation for migration projects by accurately forecasting workload and staffing needs.
- Researched and resolved complex issues discovered during migrations.
- Collaborated with cross-functional teams to develop effective migration solutions for various project requirements.
- Streamlined the migration process by implementing efficient data management practices and tools.
- Enhanced client trust in the company''s offerings by providing timely support during post-migration phases, including troubleshooting, issue resolution, and training sessions.
- Demonstrated expertise in various data migration tools and platforms, leading to enhanced flexibility and adaptability in meeting diverse project needs.
- Established strong relationships with vendors and partners, enabling smooth collaboration throughout the end-to-end migration process.
- Identified opportunities for automation within the migration lifecycle, leading to increased efficiency in project execution.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Monitored network hardware operations to evaluate proper configuration.
- Diagnosed and executed resolution for network and server issues.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
SRS Distribution / MDI Group
System Support Specialist
02.2019 - 04.2019
Job overview
- Used ticketing software to create, manage and escalate trouble tickets created by walk in and web tickets
- Identified and solved technical issues with a variety of diagnostic tools
- Repaired Microsoft applications to include Windows Operating Systems and Office Suite applications
- Walked users through installing and setting up email on multiple devices (i.e., iPads
- IPhones, Androids, etc.)
- Extensive Windows 7 and Windows 10 support (Break/Fix, Settings, Updates, Registry Fixes, etc.)
- Reimaging systems
- New user set up and configuration
- Level 2 and 3 Support for Windows and mobile based issues (including Office 2014, 2016, O365 and
- OS based issues)
- Walked users through setting up Ipads and iPhones
- Troubleshot cellular phones(iPhone and Android)
- Created detailed documentation for all system configurations and changes made over time
- Managed user accounts and permissions on various systems such as Active Directory, LDAP and other access control systems
- Tested software applications for functionality before rolling out updates to end users
- Assisted with the deployment of new hardware and software components into production environments
- Resolved customer inquiries through phone calls and emails in a timely manner while maintaining high quality standards
- Provided technical support for software and hardware, including installation, configuration and troubleshooting of operating systems and applications
- Worked closely with other departments in order to resolve incidents quickly and efficiently
- Analyzed existing IT infrastructure to identify potential areas of improvement or optimization
- Developed processes to improve the effectiveness of system operations by implementing scripting solutions
- Actively participated in team meetings and discussions in order to share best practices and knowledge amongst peers
- Provided guidance to junior staff members regarding problem resolution techniques
- Utilized remote desktop tools to provide assistance with user-level problems across multiple platforms
- Maintained inventory records of all IT assets within the organization's premises.
Altair Global
Active Directory Administrator
10.2018 - 02.2019
Job overview
- Used ticketing software to create, manage and escalate trouble tickets created by walk in and web tickets
- Identified and solved technical issues with a variety of diagnostic tools
- Repaired Microsoft applications to include Windows Operating Systems and Office Suite applications
- Added and removed devices from Duo
- Walked users through installing and setting up Duo and email on multiple devices (i.e., iPads
- IPhones, Androids, etc.)
- Unlocked Duo accounts
- Extensive (Level 2 and 3) Windows 7 and Windows 10 support (Break/Fix, Settings, Updates, Registry
- Fixes, etc.)
- Windows 7 to Windows 10 migrations
- Reimaging systems
- New user set up and configuration
- New account creation in Active Directory and Exchange
- Tape Backups using Veeam
- Enabling Lync/Skype accounts
- Releasing emails and forwarding using Mimecast and Exchange
- Provided technical guidance on how to use Active Directory tools for day-to-day operations
- Performed installation, configuration and administration of Active Directory Domain Services in a multi-forest environment
- Configured and administered Group Policies to secure the domain environment
- Designed and implemented strategies for optimizing the performance of Active Directory services
- Implemented user access control policies in accordance with corporate security requirements
- Audited existing AD DS objects such as users, groups, computers, services, for security compliance purposes
- Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes
- Monitored system performance and troubleshooted any reported issues related to AD DS
- Provided technical support to end users on their queries related to Active Directory operations
- Created new organizational units and delegated administrative privileges over OU's per business needs
- Managed user profiles by implementing roaming profiles and folder redirection policies
- Tested the functionality of newly implemented features before rolling out to production environment
- Supported Windows Server 2003, 2008, 2012 in an enterprise environment with more than 2000 users
- Deployed software updates via Group Policy Objects
- Resolved authentication problems through troubleshooting Kerberos protocol issues.
- Efficiently resolved technical issues through thorough troubleshooting, analysis, and problem-solving skills.
- Created detailed documentation for system configurations, processes, and procedures to facilitate knowledge sharing among team members.
- Contributed to a positive work culture through effective communication and collaboration with peers, management, and end-users alike.
- Optimized system performance with regular audits, updates, and patch installations.
- Created and administered profiles and accounts, also maintaining systems documentation.
- Collaborated with cross-functional teams to ensure seamless integration of Active Directory with other systems.
- Implemented standard software and hardware to promote server data integrity.
- Improved response times for critical issues through the development of clear escalation procedures.
- Enhanced network security by implementing a multi-layered approach to Active Directory administration.
- Ensured consistently high levels of system availability through diligent monitoring and troubleshooting efforts.
- Streamlined user account management by automating the onboarding and offboarding processes.
- Increased productivity levels within the IT department by identifying opportunities for process improvement related to Active Directory management.
- Upgraded existing infrastructure by planning and executing successful migration projects between Active Directory versions or platforms.
- Managed group policies effectively, ensuring consistent configurations across all systems within the organization.
- Assisted in successfully passing IT audits by maintaining accurate records of changes made within the Active Directory environment.
- Reduced downtime for users through proactive monitoring and maintenance of the Active Directory environment.
- Created nightly jobs for database backups.
- Installed and configured network printers and other peripheral devices.
- Diagnosed and resolved hardware and software issues.
- Monitored networks and network devices to resolve technical problems quickly.
- Designed and evaluated WAN and LAN connectivity technologies.
NSC Global/ATOS, Carmax
Senior Desktop Support Technician /Senior System Administrator
11.2017 - 05.2018
Job overview
- Used ticketing software to create, manage and escalate trouble tickets created by walk in and web tickets
- Identified and solved technical issues with a variety of diagnostic tools
- Repaired Microsoft applications to include Windows Operating Systems and Office Suite applications
- Added and removed devices from In Tunes
- Walked users through installing and setting up In Tunes and email on multiple devices (i.e., iPads
- IPhones, Androids, etc.)
- Unlocked and added In Tunes accounts
- Extensive Windows 7 and Windows 10 support (Break/Fix, Settings, Updates, Registry Fixes, etc.)
- Windows 7 to Windows 10 migrations
- Reimaging systems
- New user set up and configuration
- Setup and configured VoIP desk and conference phones
- Setup AV equipment in conference rooms
- Break/Fix A/V equipment
- Smart hands installation of blade servers and switches
- Resolved complex technical issues in a timely manner with minimal disruption to user operations
- Troubleshot network connectivity issues involving LAN and WAN components such as switches, routers, firewalls
- Assisted in developing policies and procedures regarding the use of computers and other technology resources
- Monitored incoming helpdesk requests via phone or web-based ticketing systems; prioritized tickets based on severity levels
- Identified network performance bottlenecks and implemented solutions to improve system reliability
- Configured Active Directory profiles; managed user accounts and access permissions
- Performed regular patch management activities; tested patches prior to deployment in production environments
- Trained users on new technologies, applications, processes and procedures related to desktop support services
- Diagnosed hardware problems and replaced defective parts when necessary; coordinated with vendors for repair services if needed
- Created detailed documentation for all desktop system configurations and changes
- Performed daily monitoring and maintenance tasks on systems, networks, and applications
- Integrated mobile devices such as smartphones and tablets into corporate environment
- Provided advanced technical support to customers, including installation, configuration and troubleshooting of hardware and software products
- Implemented security measures according to organizational standards; monitored logs for suspicious activity
- Maintained an inventory of all IT assets across the organization; tracked asset lifecycle from procurement to retirement
- Developed and maintained a high level of customer service satisfaction through prompt resolution of customer issues
- Supported remote users by providing secure access to corporate resources using VPNs or Remote Desktop Protocols
- Installed operating systems as well as various applications such as Microsoft Office Suite
- Deployed imaging solutions utilizing tools like Acronis True Image or SCCM for rapid system recovery
- Coordinated with vendors for repair services when necessary.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and [Type] policies.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Enhanced helpdesk ticketing system, resulting in [Number]% reduction in support call turnaround time.
- Deployed [Type] devices across multiple facilities, connecting hardware to central [Type] network hubs for multi-site interconnectivity.
- Conducted regular inventory audits to maintain accurate records of company assets and ensure proper allocation of resources.
- Assisted in the planning and execution of technology refresh initiatives, upgrading outdated hardware with minimal disruption to daily operations.
- Leveraged diagnostic tools to swiftly identify root causes of technical issues, expediting resolution times for users experiencing difficulties.
- Coordinated with cross-functional teams on company-wide technology initiatives, serving as a key resource for desktop support expertise.
- Improved system stability with consistent software updates, patch installations, and routine maintenance tasks.
- Contributed to IT policy development and enforcement, upholding industry best practices for security and compliance.
- Evaluated emerging technologies for potential inclusion in the organization''s technology stack, keeping operations current with industry trends.
- Established clear lines of communication between end-users and IT staff members, promoting transparency in reporting procedures and expectations surrounding response times.
- Developed training materials to facilitate user adoption of new technologies, improving overall productivity levels.
- Implemented proactive maintenance schedules, minimizing unexpected system failures and reducing reactive support needs.
- Enhanced end-user satisfaction by providing timely and efficient desktop support services.
- Championed data backup strategies to safeguard critical information from loss or corruption, ensuring business continuity in the event of unforeseen circumstances.
- Served as a mentor for junior technicians, fostering professional development through hands-on guidance and constructive feedback.
- Streamlined helpdesk operations by implementing effective ticket management systems and prioritizing urgent requests.
- Managed vendor relationships, negotiating contracts for equipment procurement and service level agreements that benefited the organization''s budgetary constraints.
- Optimized network security through diligent monitoring of potential threats and swift implementation of preventative measures.
- Collaborated with IT team members on various projects, ensuring seamless integration of new hardware and software solutions.
- Provided remote support to offsite employees, ensuring consistent access to critical systems and applications.
- Reduced downtime for employees by promptly resolving technical issues and maintaining hardware performance.
- Purchased, setup and installed new computers.
- Learned and implemented new software testing procedures.
- Worked with various systems, software, and peripherals, and various types of games.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Diagnosed and troubleshot hardware, software and network issues.
- Provisioned new software and hardware for use, following established security policies.
- Mentored junior administrators, fostering professional growth and strengthening team dynamics.
- Evaluated emerging technologies to determine potential benefits for integration into existing systems.
- Collaborated with cross-functional teams to design and deploy customized IT solutions, meeting specific organizational needs.
- Worked with users to determine areas of technology in need of improved usability.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Established reliable disaster recovery plans to ensure rapid restoration of critical services in emergency situations.
- Enhanced network performance by optimizing system configurations and implementing regular updates.
- Facilitated smooth transitions during mergers or acquisitions through effective integration of disparate IT environments.
- Adopted cost-effective, useful solutions to implement into current systems.
- Configured, tested and maintained [Type] network equipment to achieve maximum performance.
- Streamlined IT processes for increased efficiency through automation of routine tasks.
- Implemented continuous improvement initiatives that led to more efficient workflow processes within the IT department.
- Optimized system security and performance with proactive [Type] changes.
- Standardized job tasks and trained junior team members on industry best practices and standards.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Completed reports detailing network and systems performance and downtime issues.
- Safeguarded company data by establishing rigorous security protocols and conducting regular audits.
- Coordinated system migrations with minimal disruption to business operations through careful planning and execution.
- Developed comprehensive documentation for IT systems and procedures, enabling efficient knowledge transfer among team members.
- Standardized server configurations for streamlined management across multiple locations.
- Maximized resource utilization by consolidating servers using virtualization technologies such as VMware or HyperV.
- Collaborated on cross-departmental projects resulting in improved communication between IT staff and other stakeholders.
- Reduced downtime with proactive system monitoring and timely issue resolution.
- Improved end-user satisfaction by providing responsive technical support and addressing concerns efficiently.
- Designed scalable infrastructure to support organizational growth while minimizing costs and maintaining performance standards.
- Implemented robust data backup solutions, ensuring business continuity in the event of data loss or system failure.
- Managed vendor relationships for procurement of hardware and software, negotiating favorable terms and cost savings.
- Assisted in development of system security protocols.
- Offered assistance in implementing and developing training programs.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Generated reports to track performance and analyze trends.
- Developed and implemented preventive maintenance procedures.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured and tested new software and hardware.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Worldlink-Texas Capital Bank
Technical Support Representative
04.2017 - 08.2017
Job overview
- Supported Bank employees with troubleshooting, repair, and installation of Office Suite applications to include Outlook, Excel, Access, and One Note
- Walked user through network troubleshooting (IPCONFIG, Tracert, ping, etc) to ensure connectivity and through checking settings in Internet Explorer (8, 10 and 11)
- Walked users through troubleshooting and implementing Google Chrome
- Assisted with troubleshooting and repairing Citrix and the applications approved on local and remote Citrix sites
- Used RDP and SCCM to remotely connect to systems for direct user assistance
- Deployed software using SCCM
- Verified installed software through SCCM
- Assisted users with troubleshooting and repairing McAffee settings and DAT file errors
- Resolved 20+ technical support issues per day
- Resolved problems with malfunctioning products
- Identified and solved technical issues with a variety of diagnostic tools
- Repaired Microsoft applications to include Windows Operating Systems and Office Suite applications
- Answered phones promptly and generated trouble tickets
- Assigned and routed tickets to resolver groups
- Performed refresh / updates using Microsoft, Dell, and HP tools
- Troubleshot issues on device-specific problems, network performance, and internet connectivity
- Configured and tested new hardware and software
- Handled customer complaints and escalated issues according to procedures
- Provided training and guidance to junior staff members as needed
- Resolved escalated customer service issues in a timely manner
- Created user accounts and assigned access privileges based on individual requirements
- Diagnosed issues through process of elimination by asking probing questions
- Analyzed system logs regularly to identify any potential problems or areas for improvement
- Analyzed customer data to identify trends
- Participated in special projects as assigned by management team
- Collaborated with development team to provide feedback on software design, functionality and usability
- Configured network settings for customers according to their needs; optimized systems performance when necessary
- Developed in-depth knowledge of products and services; educated users on product features and benefits
- Identified trends in user errors; developed strategies to minimize or eliminate future occurrences
- Updated customer databases regularly with the latest information about products and services
- Improved system performance by identifying problems and recommending changes
- Conducted customer service recoveries using technical knowledge and business skills
- Provided customers with overview of installation activity, site-specific information, and access to technical contacts
- Maintained accurate records of customer interactions and transactions; updated customer information accordingly
- Conducted regular maintenance activities such as virus scanning, disk cleaning ; ensured optimal system performance at all times
- Performed root cause analysis on hardware and software malfunctions; recommended appropriate corrective actions
- Interpreted and communicated customer issues through internal case tracking system
- Identified and solved technical issues with variety of diagnostic tools
- Created and maintained technical documentation
- Delivered support for internet service and connectivity-related issues pertaining to operating system, PC, and browser configuration
- Provided technical support for customers via phone, email and chat; responded to customer inquiries promptly and professionally
- Investigated advanced technical issues related to networks, operating systems ; provided expert advice where required
- Supported customers and colleagues with catered technical advice
- Monitored incoming calls from customers regarding hardware and software issues; provided timely resolutions
- Utilized troubleshooting techniques to identify, analyze and resolve customer issues quickly.
HCL Technologies
Technical Support Specialist/Training Lead
12.2015 - 03.2017
Job overview
- Supported Health Insurance employees with troubleshooting, repair, and installation of Office Suite applications to include Outlook, Excel, Access, and One Note (Level 2 and Level 3 Support)
- Assisted with troubleshooting UC700 server settings and connections (Level 3 Support)
- Assisted with using Cyberark for elevated and VPN connections as well as supporting Juniper Network connections
- Reset Active Directory passwords and ensured that the correct group memberships were implemented
- Assisted with ensuring proper Lotus Notes settings to be used with server GUI software
- Walked user through network troubleshooting (IPCONFIG, Tracert, ping, etc) to ensure connectivity and through checking settings in Internet Explorer (8, 10 and 11)
- Walked users through troubleshooting and implementing Google Chrome
- Assisted with troubleshooting and repairing Citrix and the applications approved on local and remote Citrix sites
- Assisted with resetting and troubleshooting DAAS machines as well as Published Desktops
- Used RDP, Goto Assist, Dameware, Webex, and SCCM to remotely connect to systems for direct user assistance
- Deployed software using EDMP and SCCM
- Verified installed software through EDMP and SCCM
- Assisted users with troubleshooting and repairing McAffee settings and DAT file errors
- Assisted users with FACETS, SharePoint, Mainframes and MaxMC issues and passwords to include ExtraAttachmate
- (Level 2)
- Used SNOW (Service Now) ticketing software to create, manage and escalate trouble tickets created by phone and web tickets
- (Level 1-3)
- Resolved 20+ technical support issues per day
- Resolved problems with malfunctioning products
- Identified and solved technical issues with a variety of diagnostic tools
- Troubleshot mainframes and Extra Attachmate
- (Level 2 support)
- Repaired Microsoft applications to include Windows Operating Systems and Office Suite applications
- Answered phones promptly and generated trouble tickets
- Assigned and routed tickets to resolver groups
- Troubleshooting of Lync/Skype installation, accounts, and repairs
- Performed refresh / updates using Microsoft, Dell, and HP tools
- Added and removed devices from MobileIron
- Walked users through installing and setting up MobileIron and email on multiple devices (i.e., ipads
- IPhones, Androids, etc.)
- Unlocked MobileIron accounts
- New user set up and configuration
- Added computers to Altiris
- Pushed software to Caremore systems using Altiris
- Unlocked Endpoint Security Account using Altiris.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved 45 technical support inquiries per day.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Recorded and maintained relevant notes for each client and work order.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Walked individuals through basic troubleshooting tasks.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Promoted efficiency among departments with prompt resolution of system issues.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Participated in ongoing professional development activities to stay current with industry best practices and emerging technologies, ensuring the delivery of cutting-edge support services.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Identified opportunities for process optimization within the technical support department, leading to increased effectiveness and efficiency.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
- Delivered customized solutions tailored to clients'' unique needs using advanced problem-solving techniques.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware and granted system permissions to new employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Managed high levels of call flow and responded to 45-50 2nd level technical support needs.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Configured hardware, devices, and software to set up work stations for employees.
- Offered assistance in implementing and developing training programs.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
- Developed and implemented preventive maintenance procedures.
- Monitored system performance to identify potential issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Collaborated with management to identify specific employee development needs and tailor training materials accordingly.
- Established a culture of continuous learning by promoting self-directed education opportunities for employees at all levels of the organization.
- Evaluated training program effectiveness through regular feedback collection and assessment tools, ensuring continuous improvement.
- Facilitated effective communication between departments through collaborative workshops, enhancing organizational synergy and productivity.
- Optimized training resources by conducting regular audits and eliminating redundancy or outdated materials, maintaining a current and effective learning library.
- Championed diversity and inclusion initiatives within training content, fostering a more inclusive workplace culture that values different perspectives and experiences.
- Mentored junior trainers, sharing best practices and providing constructive feedback for their professional growth.
- Implemented robust evaluation metrics to measure individual progress and align training programs with business objectives effectively.
- Streamlined onboarding process for new hires, reducing time to proficiency and increasing employee satisfaction.
- Led cross-functional team training sessions to foster collaboration and improve overall efficiency.
- Increased retention rates by developing customized career development plans tailored to individual goals and aspirations within the company framework.
- Evaluated training needs to improve training quality.
- Oversaw day-to-day functions of training department.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Developed and implemented lesson plans and teaching aids such as reference materials and videos.
- Designed new assessment system used to evaluate instructors and automate performance reporting.
- Provided virtual training and online presentations.
- Developed and improved training courses to increase staff performance and overall training effectiveness.
- Partnered with instructors to consistently increase annual graduation rate.
- Recruited, trained and mentored new instructors.
- Provided in-house training to new employees concerning maintenance of standardized training approaches.
- Lead special seminars for different types of employees.
- Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
- Translated business needs into technical specifications and developed methods to integrate IT products and customize existing technology.
- Established and maintained quality control standards.
- Provided coaching and mentoring to employees.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed job-specific competencies and performance standards.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed and implemented successful onboarding program.
- Developed and executed performance management programs to increase employee engagement and productivity.
TELVISTA
Technical Support Specialist
10.2014 - 10.2015
Job overview
- Assisted Verizon Fios Business and Consumer users with all aspects of the Verizon Fios systems
- Assisted users with troubleshooting and repair of Routers, STBs, VOIP and Analog phones, ONTs and Battery Backup systems
- Walked users through setting and repairing assigned Static and Dynamic IPs on routers
- Walked users through resetting and clearing Legacy and Digital Set top boxes to include DVRs
- Walked users through resetting and troubleshooting issues with incoming ONT connections
- Walked users through troubleshooting Outlook settings and repaired issues
- Used Coffee ticketing system to create and escalate tickets to appropriate resolver groups
- Used Coffee based tools to test, repair and validate connectivity and registration of Appropriate hardware
- Registered hardware manually
- Used network tools (IPCONFIG, Tracert, Ping, Netstat, etc) to verify settings and connectivity
- Resolved 20 technical support inquiries per day
- Resolved problems with malfunctioning products
- Identified and solved technical issues with a variety of diagnostic tools
- Installed software, modified, and repaired hardware and resolved technical issues
- Followed up with clients to ensure optimal customer satisfaction
- Answered 20 incoming calls from residential and small business customers
- Researched, troubleshot, and resolved complex problems independently
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls
- Compiled and accurately entered electronic data
- Assisted customers with order placing
- Managed customers' expectations and experience to a high degree of customer satisfaction
- Enthusiastically participated in job related training
- Performed refresh / updates using Microsoft, Dell, and HP tools.
UPS Teleservices
Technical Support Specialist/Level 2/ Technical Lead
10.1998 - 12.2003
Job overview
- Assisted UPS Business users with all aspects of the UPS systems (I.e
- Worldship)
- Assisted users with troubleshooting and repair of Routers, VOIP and Analog phones, and Battery Backup systems
- Walked users through setting and repairing assigned Static and Dynamic IPs on routers
- Walked users through resetting and clearing Legacy and Digital RF scanners
- Walked users through resetting and troubleshooting issues with incoming printer connections
- Walked users through troubleshooting Outlook settings and repaired issues
- Used Tivoli ticketing system to create and escalate tickets to appropriate resolver groups
- Used Tivoli based tools to test, repair and validate connectivity and registration of Appropriate hardware
- Registered hardware manually
- Used network tools (IPCONFIG, Tracert, Ping, Netstat, etc) to verify settings and connectivity
- Resolved 20 technical support inquiries per day
- Resolved problems with malfunctioning products
- Identified and solved technical issues with a variety of diagnostic tools
- Installed software, modified, and repaired hardware and resolved technical issues
- Followed up with clients to ensure optimal customer satisfaction
- Answered 20 incoming calls from residential, small and large business customers
- Researched, troubleshot, and resolved complex problems independently
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls
- Compiled and accurately entered electronic data
- Assisted customers with order placing
- Managed customers' expectations and experience to a high degree of customer satisfaction
- Enthusiastically participated in job related training
- Performed refresh / updates using Microsoft, Dell, and HP tools
- Reset Active Directory passwords and ensured that the correct group memberships were implemented
- Assisted with ensuring proper Lotus Notes settings to be used with server GUI software
- Walked user through network troubleshooting (IPCONFIG, Tracert, ping, etc) to ensure connectivity and through checking settings in Internet Explorer (8, 10 and 11)
- Walked users through troubleshooting and implementing Google Chrome
- Assisted with troubleshooting and repairing Citrix and the applications approved on local and remote Citrix sites
- Assisted with resetting and troubleshooting DAAS machines as well as Published Desktops
- Used RDP, Goto Assist, Dameware, Webex, and SCCM to remotely connect to systems for direct user assistance
- Performed Level 2 and 3 trouble shooting and debugging
- Lead a Team of 25 technicians
- Coached on meeting SLA and user satisfaction
Education
College of Southern NevadaLas Vegas, NV
No Degree from Computer Engineering Technology
07.2026
University Overview
Skills
- Technical Lead experience managing a team of 5-25
- Experience in providing
- Level 2 and 3 Support for Windows and mobile based issues (including Office 2014, 2016, O365 and OS based issues)
- Experience in using ticketing software to create, manage and escalate trouble tickets created by walk in and web tickets
- Focus on MAC (I Macs iPhones, iPads), Androids, Windows computers network and browser technologies
- Experience in repairing Microsoft applications to include Windows Operating Systems and Office Suite applications
- Provided C-Suite with white glove treatment
- Skills:
- Active Directory, access, Microsoft Office, training, VPN, LAN, Microsoft Windows, Help Desk, VoIP, Citrix
- DNS, Network Support, Computer Networking, Operating Systems, WAN, Microsoft Windows Server, SCCM, Troubleshooting, Microsoft Exchange, System Administration, TCP/IP, DHCP, IT support, Desktop Support, Azure (1 year), ServiceNow (8 years), Communication skills, Customer service, Windows, Azure (2 years)
- Software and Hardware Issues
- Vendor Collaboration
- Network Hardware and Software Maintenance
- New System Deployment
- Diagnostic Tools
- Computer Hardware Knowledge
- End-User Account Management
- Component Replacements
- Data Transfer Best Practices
- Remote Support
- Software Installation
- Support Documentation Generation
- Computer System Diagnostics Software
- User Assistance
- Vendor Relations
- Device Configuration
- Service Restoration
- Service Desk Team Management
- Hardware Troubleshooting
- Technical Documentation
- Organizational Skills
- Desktop Workstation Repair
- Performance Testing
- Desktop Diagnostics
- Network Hardware Installation
- On Boarding Package Design
- Support Request Management
- Inventory Procedure Documentation
- Issue and Resolution Tracking
- Creative Issue Resolution
- Software Evaluation
- LAN and WAN Assessment
- Employee Computer Support
- Software Release and Rollout
- Emergency Service Coordination
- Workforce Planning
- Read Technical Manuals
- Microsoft Windows and Office
- Customer Communication and Empathy
- Hardware Evaluation
- Resolve Technical Problems
- System Performance Assessments
- Training Material Development
- Tracking and Documentation
- Troubleshooting Network Issues
- Collaborative Team Player
- Microsoft Certification
- Attention to Detail
- Customer Service
- Works Well Under Pressure
- Multitasking and Organization
- Power Tools and Equipment
- Written/Verbal Communication
- Troubleshooting
- Installation and Repair
- Maintenance and repairs
- Quality Control
- Mechanical Knowledge
- Preventive Maintenance
- Documentation And Reporting
- Equipment Maintenance
- Work Planning and Prioritization
- Customer interaction
- System Troubleshooting
- Repair services
- Workload Management
- Routine Inspections
- Equipment Repair
- Deadline-oriented
- Team Training
- Relationship Building
- Product Inspections
- Electrical repair
- Extensive Organizational Skills
- Performance Improvement
- Issue Resolution
- Assembly and production
- Tech-Savvy
- Mechanical Aptitude
- Hardware Installation
- Operations Monitoring
- Document Preparation
- Information tracking
- Operation Monitoring
- Component Replacement
- Blueprint Reading
- Customer rapport
- Issue Analysis
- Staff education and training
- Schematic reading
- System diagnostics
- System Installation
- Complex Repairs
- Project Management
- System Tests
- Production Assistance
- Computer-assisted diagnostics
- Risk Mitigation
- Software configuration
- Inventory Oversight
- User Training
- Innovation Skills
- Production Scheduling
- Project Support
- Manufacturing Processes
- Plant Operations Support
- Environmental Compliance
- Program Support
- Cost Control
- Analytical/Scientific Software
- Network Administration
- Project estimation and bidding
- Diagnostics and troubleshooting
- Equipment Troubleshooting
- Customer Relations
- Inventory Management
- System repairs
- Safety Management
- VPN Configurations
- Microsoft Active Directory
- Apple IOS
- Video Conferencing
- Support Ticket System Management
- Knowledge Base
- Network Infrastructure Monitoring
- Help Desk Support
- Technical Support Triage
- Remote System Analysis
- Closing Tickets
- Hardware Components
- Network Testing
- Server Troubleshooting
- Diagnosis and Troubleshooting
- Application Support
- Root Cause Support
- Customer Care
- Incident Response
- User Experience
- Training Junior Team Members
- Computer Workstation Setup
- Problem Simulation
- Data Connectivity
- Case Support
- IT Service Management (ITSM) Oversight
- Technical Presentations
- Case Notes
- Remediation Systems
- Client Relationships
- Process Refinement
- Hardware Repair
- Friendly and Patient
- Reading Comprehension
- Mobility Devices
- Defect Analysis and Resolution
- Responding to Technical Questions
- Printers and Peripherals
- Computer Configurations
- Data Archiving
- Support End-Users
- Access Management Software
- Configuring Devices
- PC Support
- Analytical and Methodical
- Hardware Inventories
- Feature Activation
- Auditing Service Requests
- Voice and Data Service Migration
- Diagnose Faults
- Networking Systems Integration
- Desktop Partitioning Software
Certification
Comptia A+
Comptia Network+
Comptia IT Operations
Microsoft Certified Professional (MCP) Windows Administration
Microsoft Certified Professional (MCP) Active Directory Administration
Availability
See my work availability
Not Available
Available
monday
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morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Timeline
Service Desk Support Technician
Triumph Group
12.2023 - Current
Desktop Support Technician
BBAM
12.2022 - 02.2023
System Administrator
Resolvetech Solutions
06.2022 - 09.2022
Printer Technician
Callaway Golf
02.2022 - 04.2022
IT Support Specialist
Stand 8 Technology Services/ PennyMac Loan Services, LLC
02.2021 - 12.2021
Help Desk Technician
Denton County
03.2020 - 05.2020
Migration Specialist
Collabera
09.2019 - 02.2020
System Support Specialist
SRS Distribution / MDI Group
02.2019 - 04.2019
Active Directory Administrator
Altair Global
10.2018 - 02.2019
Senior Desktop Support Technician /Senior System Administrator
NSC Global/ATOS, Carmax
11.2017 - 05.2018
Technical Support Representative
Worldlink-Texas Capital Bank
04.2017 - 08.2017
Technical Support Specialist/Training Lead
HCL Technologies
12.2015 - 03.2017
Technical Support Specialist
TELVISTA
10.2014 - 10.2015
Technical Support Specialist/Level 2/ Technical Lead
UPS Teleservices
10.1998 - 12.2003
College of Southern Nevada
No Degree from Computer Engineering Technology
Comptia A+
Comptia Network+
Comptia IT Operations
Microsoft Certified Professional (MCP) Windows Administration
Microsoft Certified Professional (MCP) Active Directory Administration
Custom Computer Building
Custom Computer Building
I have been building computers since 1994. My builds have included everything from a 486 to a 8 core server. I am very comfortable working with the hardware of computer systems. My recent endeavors have been to work on Mac systems and mobile phones.
Custom Computer Building
Custom Computer Building
I have been building computers since 1994. My builds have included everything from a 486 to a 8 core server. I am very comfortable working with the hardware of computer systems. My recent endeavors have been to work on Mac systems and mobile phones.
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